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Customer wants refund - Page 4

post #46 of 107

Sorry for what you are going through, there are people like her everywhere, thank goodness there are not a lot of them and most people respect and are encouraging of the work that goes into doing what we do. I have had this problem also and it isn't pleasant to go through, it makes you greatful for all the good people you come across in this business. Stick to your guns, and all will be well. She needs to produce that cake she says wasn't up to her expectations. You did a wonderful job.

Learn something new everyday, stop,look around, take time to smell the roses. Each day is a blessing & a new chance to start over.
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Learn something new everyday, stop,look around, take time to smell the roses. Each day is a blessing & a new chance to start over.
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post #47 of 107
Quote:
Originally Posted by jason_kraft View Post


When I ran my bakery, if a customer was not satisfied I offered their money back, period. This happened twice in 4 years and 700+ orders.

If you are worried about customers complaining just to get a refund you are probably targeting the wrong people, these types of customers tend to weed themselves out since I did not haggle over our relatively high price points.

I think you're lucky word didn't spead about your generous return policy.  BTW I'd like to order a cake...  icon_biggrin.gif

.

I homeschool because I've seen the village and I don't want it raising my children.

 

http://whynotethiopia2.blogspot.com/

 

 

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I homeschool because I've seen the village and I don't want it raising my children.

 

http://whynotethiopia2.blogspot.com/

 

 

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post #48 of 107
Costco also has a very generous and well-known return policy, and it is one of the most profitable retailers in the world. (I'm comparing general business practices here, not cake quality.)
post #49 of 107

And did you happen to notice how many people were lining up to return 70" tvs the day after the Super Bowl at Costco? It was a lot. 

elsewhere.
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elsewhere.
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post #50 of 107
Quote:
Originally Posted by kikiandkyle View Post

And did you happen to notice how many people were lining up to return 70" tvs the day after the Super Bowl at Costco? It was a lot. 
That's exactly my point. One of the reasons Costco is so successful is that the return policy's added value due to honest customers (people are more willing to take a chance on a product if they know they can easily return it if they aren't satisfied) significantly outweighs the extra cost incurred by people who abuse the system. As you noted, this extra cost is not trivial.

If the cost was greater than the benefit they would get rid of the return policy entirely or scale it back. They actually did this with computers and TVs, but the 3 month return policy for these products is still far more generous than their competition.
post #51 of 107

Costco's profit margin is only something like 2%, they also don't lose all the money they made on a returned product, some are refunded by their vendors and some are sold to salvage companies.

They quite often only make a couple cents on an item, but because of the thousands of items sold each day, those cents add up quickly. I don't know any cake company that can sell that amount, survive with that profit margin, or salvage any money lost on a returned cake. Or for that matter, one that charges customers over $100 a year just to order from them.

Being willing to go the extra mile to make a customer happy is extremely important in the success of a business, however, I just don't see how costco and a small business that sells wedding cakes can be compared.

post #52 of 107
Thread Starter 
Quote:
Originally Posted by cakesbycathy View Post

The problem is you have no way of knowing how she has been storing the cake so if it is dry it is most likely not your fault.  Plus you already know she's a PITA since she haggled with your price.

 

I would not even meet with her.  It is definitely going to lead to an argument and frankly people are a little crazy these days.  Who knows what she might try to do.  I would email her and tell her that upon further consideration you feel the two of you are not going to come to an agreement about the cake.  I would reiterate your policy again - quote her the invoice.  Tell her since you do not have proof that the cake has been stored properly since it left your possession and that 2 other cakes of the exact same recipe plus the scraps you tasted were moist and perfectly fine you are unable to offer her a refund.

 

If you do decide to meet with her take someone with you.  A husband or boyfriend if you have it.  I know that may seem ***ist but sometimes a man is able to able to keep the situation in check.  It's more their nature to not take it personally and keep it business like.  Not saying you can't do that, just my experience.

 

Good luck.  Let us know what happens!
 

 

This is EXACTLY what I was thinking!! I wasn't eager on meeting her and I got a message from her saying she doesn't want to drive all the way just for me to sample the cake. I said I will check the cake and can consider a partial refund, if the cake is indeed dry, specially when I had done the order last minute for her.

 

I was going to take hubby along... because yes, there are crazy people everywhere....and you never know what she might do. 

post #53 of 107
Thread Starter 
Quote:
Originally Posted by Izzy Sweet View Post

There will always be one person out there that will give a bad review it could be for no reason at all but it happens.This usually does not break a business unless it is true and it keeps happening to other customers. If this is one person I believe she is safe.Her work will speak for itself and her happy customers will talk over the 1 disrespectful one.The truth always comes out when it comes to food quality. If you stand behind your product it will speak for itself with many followers. So what 1 person is crying in her fondant over a cake.Even if you give her money back she will still talk rude and never come back anyway, it is how these people work no matter how nice you are. People like this are the kind that expect things for free when that is not reality. 1 person will not break your good reputation, it takes more than 1.

 

Agree Izzy Sweet. Every single person who has seen and tasted my work has said it is beautiful and the cakes are delicious. I have had 21 wedding consultations in the past 3 weeks and every bride has been all praise for the cake, even after going back and being in touch through email, so I don't think this 1 woman will ruin anything for me.

 

She also said she is new to the area and doesn't know a lot of people here, and will not have many people at the party, so I think, like one person said on here, she has cake leftover and is trying to get her money back for the leftover cake.

post #54 of 107

Costco can resell those returned TVs.  They are not out any money.

I homeschool because I've seen the village and I don't want it raising my children.

 

http://whynotethiopia2.blogspot.com/

 

 

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I homeschool because I've seen the village and I don't want it raising my children.

 

http://whynotethiopia2.blogspot.com/

 

 

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post #55 of 107
The analogy was from the perspective of how businesses can be successful offering guaranteed satisfaction to customers via their return policy. The fact that Costco is high volume means more customers and more opportunity for abuse of the return policy, but their success indicates that those who abuse the system are a tiny minority and the benefits outweigh the costs.

Some returns can be resold, but Costco is still out the labor involved in dealing with the return, repacking, and restocking if the item is even still in saleable condition. Some returns cannot be resold, like food -- anyone who buys a cake from Costco can go back the following day and get a full refund, even if the cake is gone, but people are basically honest and very few people will actually do this.

It is true that returns will disproportionately impact the bottom line of a low volume business, which is another reason why it's so important to target your marketing at customers who are willing to pay for quality.
post #56 of 107

But people who are honest don't go back the next day and get a refund for a cake that was eaten.  Dishonest people do.  You are rewarding dishonesty.  It doesn't really matter what your target market is.  People will willingly spend $500+ on a cake to impress their friends if they know they will be refunded the next day.  I agree it's a minority, thankfully.  But it's the principle of the thing.

I homeschool because I've seen the village and I don't want it raising my children.

 

http://whynotethiopia2.blogspot.com/

 

 

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I homeschool because I've seen the village and I don't want it raising my children.

 

http://whynotethiopia2.blogspot.com/

 

 

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post #57 of 107

as a consumer i am not attracted at all to a bake shop with a guaranteed return policy

 

i want a bake shop that's gonna deliver first time

 

i have a party to plan and enjoy and i want to hit the mark--i don't get a second chance to celebrate

 

if they have a brilliant return policy that's my sign to go elsewhere

 

imo

if you had your own tv show what would be your favorite commercial/sponsor

i think i'd like ghirardelli and hershey for starters...

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if you had your own tv show what would be your favorite commercial/sponsor

i think i'd like ghirardelli and hershey for starters...

Reply
post #58 of 107
Quote:
Originally Posted by -K8memphis View Post

as a consumer i am not attracted at all to a bake shop with a guaranteed return policy

It really depends on the framing. Obviously the policy is not going to say something like "we'll take it back if it sucks", the message is "we are so confident that you will enjoy our product, we'll give you your money back if you don't".

That's standing behind your product.
post #59 of 107

in our line of work we are selling to a fleeting window of opportunity

 

if that is blown for whatever reason it is not really recoverable

 

imo

if you had your own tv show what would be your favorite commercial/sponsor

i think i'd like ghirardelli and hershey for starters...

Reply

if you had your own tv show what would be your favorite commercial/sponsor

i think i'd like ghirardelli and hershey for starters...

Reply
post #60 of 107

edited to say--this post and the previous two of mine, #57 & #59  are not directed to op--just off on a relate-able tanget re: return policies

 

i don't want my money back i wanted to enjoy my party and eat decadently

 

screw the money just don't screw my moment (you figuratively)

 

it's just not the guarantee i'm looking for in a celebration cake

 

when i buy a car yeah, a tv, a new coat yes

 

you better freaking know i'm getting my money back if you (figurative you) screw my celebration

 

we are marketing a tasty ambiance and sparkle and decadence and aroma and flavor and mood enhancer we are selling to enhance a moment in time

 

when the moment is gone it's all over cannot be replayed

 

that's imo


Edited by -K8memphis - 2/25/13 at 8:39am

if you had your own tv show what would be your favorite commercial/sponsor

i think i'd like ghirardelli and hershey for starters...

Reply

if you had your own tv show what would be your favorite commercial/sponsor

i think i'd like ghirardelli and hershey for starters...

Reply
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