Upset about customer complaint - Page 2

Quote:

Originally Posted by jason_kraft 

All this is about $40? If I were in your situation I would give them the $40 refund and immediately increase my prices, $80 is way too low for that cake.

The hassle of a paypal dispute (not to mention small claims court) will cost you more in time than you would potentially save by avoiding a refund.

I would say the same thing, but I don't like giving in to jerks. I'd wait to see if she disputes the claim, send paypal all the information that you have and wait and see. They're not going to freeze your entire account, they just pull back the amount that's in dispute and hold it until the complaint is resolved.

I have a friend who had the same thing happen, and she eventually got her money back form Paypal because she showed them that everything was delivered as ordered. The problem that they run into is that they can't quantify the kind of complaints that we get, like fallen cakes, dry cakes, etc. One guy from paypal told my friend that the best way to protect ourselves would be to not take credit cards at all because with this kind of business there's too much grey area of who's responsible for problems.

This lady seems to be late to the party, anyway. Complaining about the cake to get a refund is so last year...This year's trend is for clients to ask for a discount before they even book with you.

If she gives the $40 back, that will mean all her labor, and pay, as we all well know!

It looks like you worked hard on it, and I see no reason to give back your pay, since the remaining $40 went to ingredients and over head, if it even covered it all.

And raise your prices, that is MUCH too low for that, mine that size are $130, and I am cheap!

Quote:

Originally Posted by costumeczar 

This lady seems to be late to the party, anyway. Complaining about the cake to get a refund is so last year...This year's trend is for clients to ask for a discount before they even book with you.

I much prefer this years trend then. It gives you the chance to send them packing without any hard work on your part, and saves you having to deal with cheapskates post-event. 

Quote:

Originally Posted by Dayti 

 

I much prefer this years trend then. It gives you the chance to send them packing without any hard work on your part, and saves you having to deal with cheapskates post-event. 

I've had to "fire" three people in the last month before they even hired me becasue they were unreasonable/demanding/etc. From what I hear from other vendors in my area it's happening to everyone.

And to the OP, just hold tight and see what happens. Like I said, if she does contest it you should have all your paperwork ready to go and that's about all you can do. No reason to hand over money for no good reason.

Hard as it is, try not to fret about it until she replies, if she does. Paypal isn't actually as easy to get a charge reversed from as people think.

I have a hard time believing the top tier simply fell off a cake like that, reckless driving or a cheap woman with a weird sense of entitlement would be my guesses.

I have a strict policy, if someone picks up a cake from me, they sign a contract, and the moment the cake leaves my front door I am not liable for anything. I would suggest something like that, I had a nasty run in with a bride a few years ago, so like to cover my bases now.

My contract also covers complaints as well, thankfully I haven't had to implement it, but it states clearly that if a cake I delivered falls apart, or has something else go wrong, I am to be contacted and I will go look at the cake. At the very least pictures must be provided.

I know that doesn't help you in this situation, but something to think about doing.

Also, offering a free product can give the idea that you are accepting blame, or can give a manipulative person the idea that they can push you around. Another lesson I learned the hard way, lol.

If she does call again, I would try to be as firm, but professional, as possible. If they can provide a picture you will go from there, if they can't then there is nothing you can do.

(love the cake, btw!)

What is the cake on? Is it wood? I only ask because it looks thin. If I use anything else but wood for the base for a stacked cake (foam core, cardboard, etc.) I usually have it at least 1/4" thick or more. If it's just cardboard or foam core that you used (single thickness), is it possible that that caused a structural issue? If the base isn't sound, that could be the cause for the problem.

Quote:

Originally Posted by debidehm 

What is the cake on? Is it wood? I only ask because it looks thin. If I use anything else but wood for the base for a stacked cake (foam core, cardboard, etc.) I usually have it at least 1/4" thick or more. If it's just cardboard or foam core that you used (single thickness), is it possible that that caused a structural issue? If the base isn't sound, that could be the cause for the problem.

Wow, good catch.  It looks like a cardboard circle covered in silver foil?  That could definitely be the culprit there.  However OP, I do think you should still get pictures from the lady first to even make sure any damage occured.  But, yeah don't use a cake circle as your base.

Quote:

Originally Posted by debidehm 

What is the cake on? Is it wood? I only ask because it looks thin. If I use anything else but wood for the base for a stacked cake (foam core, cardboard, etc.) I usually have it at least 1/4" thick or more. If it's just cardboard or foam core that you used (single thickness), is it possible that that caused a structural issue? If the base isn't sound, that could be the cause for the problem.

Good call!!!! I betchya that's the culprit! I have to change my vote now...I hate to say it OP,  but if this is on a weak board, you're responsible....

How was the top tier connected to the bottom tier....did you use the SPS system or a center dowel?

What is supporting the top tier?

Wow - a metal base and a center dowel and she claims it fell?  Really??? I'm thinking she hasn't produced a picture because there was nothing wrong with the cake.  Stand your ground until she can provide evidence to back up her statements.