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Customer wants refund - Page 8

post #106 of 107

I had this EXACT thing happen to me recently. The customer also had an issue with price and decided on a decorated sheet cake instead of a tiered baby shower cake. I had ALSO baked several of the same cakes for other clients who thought it was delicious. I happened to have the actual leveled piece from the morning as she called me to complain. The cakes are always moist and so it was in this situation.  The customer complained that it was dry and no one finished their piece and so she threw it away. I told her I was surprised, and had never received a complaint on this cake before. I also explained about the other cakes and that i had personally tasted the piece i had leveled and found it to be moist and flavorful. NOTHING was wrong with this cake, but in a true effort to be professional (while fiery mad) i offered either a small% off her next cake order or i offered to make her a small plain cake in a different flavor, suggesting that maybe it was the flavor she didn't approve of. She took the free cake and then parted with the words that she should have just bought her cakes from costco as she normally did to save all the trouble. No surprise but i never heard from her again. Moral is you cant please everyone, so be professional in your reply and chalk it up to experience.

Slowly taking over the world with frosting.....
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Slowly taking over the world with frosting.....
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post #107 of 107

I was really worried the first time that I had to stand my ground abut a cake.  My Dad told me that if you refund someone who has no proof, then word gets out and every cheap skate will order a cake from you.  It happened 3 times in the first year and never again in the last 13 years.  chances are that if she complains to someone who mentioned they were getting a cake from you, they already know her as a cheap skate complainer.

 

If it clears your mind, give her a gift certificate!  No money refunded and the cost list low to you.

 

Keep your head up and don't let a miser get the best of you!

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