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Upset about customer complaint - Page 5

post #61 of 66
Thread Starter 

A policy is a policy for a company for a reason and should not be altered just because of the price.  It really doesn't make sense that just because it not so much money they you would just automatically give the money back without some kind of investigation. Maybe I should start ordering cakes from you so that I can go back and tell you I did not like the cake to get my money back without having to give a good reason or a picture of the cake or even the leftover cake to show you that I did not like it.  I understand each situation can be different and sometimes there is a good reason and a refund should be given but there are also more bad reasons that do not deserve a refund.  Also, if it got around that you automatically gave refunds for cheaper cakes then I can see that hurting your business alot by having unethical people order cakes from you then demand their money back knowing you will just fork over the refund.  I can also see customers getting mad if they want a refund for a more expensive cake knowing you gave a refund for cheaper cakes to their friends or family just because it was less expensive money but wont give a refund on their more expensive cake.  If I bought a shirt for $20 and jeans for $150 from the same store and wore both items and got them dirty and then tried to take them back, even though on my receipt it clearly states no refunds for washed or worn items, and they told me I can get a refund on the shirt but not the pants because they were cheaper then I would be mad and so confused.

post #62 of 66
Quote:
Originally Posted by reginaherrin View Post

A policy is a policy for a company for a reason and should not be altered just because of the price.
I absolutely agree, which is why my policy (that satisfaction is guaranteed for all customers) is the same for all customers, regardless of price.  
Quote:
It really doesn't make sense that just because it not so much money they you would just automatically give the money back without some kind of investigation.
From a financial standpoint, if it will cost you more to investigate than the amount of the refund, it doesn't make sense to investigate. 
Quote:
Also, if it got around that you automatically gave refunds for cheaper cakes then I can see that hurting your business alot by having unethical people order cakes from you then demand their money back knowing you will just fork over the refund.
I suppose that could be an issue if you target the wrong kind of people, but we didn't have that problem at all. It helps if you have a competitive advantage such that your customers want to order from you more than you need them.
Quote:
If I bought a shirt for $20 and jeans for $150 from the same store and wore both items and got them dirty and then tried to take them back, even though on my receipt it clearly states no refunds for washed or worn items, and they told me I can get a refund on the shirt but not the pants because they were cheaper then I would be mad and so confused.
Custom cakes made for special events are not comparable to clothes. But there are several retailers who limit the dollar amount you can return in some circumstances (such as returns without a receipt).
post #63 of 66
Thread Starter 

Having a satisfaction guaranteed policy doesn't really make sense in this kind of business.  Just because someone did not like a certain flavor does not mean there was anything wrong with the cake.  Also, it is not the same for every customer because for the $50 cake refund you automatically give it back with no proof but for anything more expensive you require information or "investigation". I am curious how much time and money you think it would take to "investigate" a claim for a refund?  Most bakeries would want either a picture of the cake or the leftover cake to be delivered back to you so you can see firsthand if there was something wrong with the cake and the time put into doing these things would be on the customer not you so you would be out no extra money or time. When you say you don't target the "wrong kind of people" I guess you don't realize that every target group (from poor people to rich) has unethical people that will do anything for a buck or to get a free product and I would say the richer the person the cheaper they are.  I wasn't comparing cakes to clothing, I was comparing your policy with an example just like you compared cakes to lawn service, so I guess I could same the same for that comparison as well.

post #64 of 66
Quote:
Originally Posted by jason_kraft View Post


If a customer was not happy about the quality of the landscaping services provided by your company (given that quality is subjective) and asked for $40 off their bill as compensation, how long would you fight them over it?

I guess it depends on the situation as every situation/customer is different. We don't do work without contracts, ever. So if there was a service that was contracted and performed, but a client was unhappy with part of the service we would send someone out to fix the problem. The extra time/labor/gas money would be out of our pocket, but we believe in building a business on quality service. If what the client was requesting was not part of the initial contract we would ask them to sign an additional work authorization and expect them to pay for the additional service. 

In short, we would provide an extra "service" or the service they were expecting. We would not hand them cash back. All discounts, or refunds are given as account credits. 

My point was more about customer bullying. If we had messed up on a property, or missed part of a service, of course we would go back to complete the service. If the client is polite and understanding we are likely to go a bit above what we are required to and throw in some free bark or bed work as an apology for our mistake. If a client is screaming at me and demanding free mows for a year, That's not going to happen. 

I believe in always siding with the customer whenever it's questionable, but i also believe i'm not a doormat and don't deserve to be treated as one.

post #65 of 66
If that cake is supposed to be the Dallas Cowboy colors, the blue is a bit off. HOWEVER, the cake is nice and does look sturdy. I made a two tier cake bigger than this with dowels and a core support and the top did not fall off or slide. I drove the cake to the location and it was fine. So Im betting you the driver did something or the lady is just being a brat. I WOULDNT GIVE HER A DIME BACK. its the principle here....
post #66 of 66
Thread Starter 

It was suppose to be Dallas Cowboys themed but the cake she sent me that she wanted actually did not have the correct colors and she wanted to the same as the picture. 

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