I had a recent order which was booked last minute, and the customer haggled a lot over the price. She picked up the cake yesterday afternoon, and emailed me last night saying the cake was dry and flavorless and no one finished their piece.
I was shocked, because I got 2 other emails from customers who got their cakes from me yesterday (same cake, same buttercream & fondant) and they were all praise for the taste and design.
I replied to this customer saying I was very surprised she did not like it, and I have never ever received a negative review about the taste and texture of my cakes. I also told her about the positive reviews I got yesterday from the 2 other clients. I told her I stand behind my product and would be happy to make 6 free cupcakes for her, or a small cake, to prove that my cakes cannot be dry and flavorless.
She replied saying she'd rather get her money back as the cake was supposed to be the highlight of the party and they were very disappointed.
I still have the cake scraps from yesterday and they are moist and not dry at all. I am thinking she is trying to get her cake free, as she had bargained over the price back and forth quite a bit.
Should I refund her part of the amount, or just refuse? Thanks!