Cake Central › Cake Forums › Cake Talk › Cake Disasters › Looked beautiful! Tasted dry! FReaking OUT!!! customer wants to cancel next order please help
New Posts  All Forums:Forum Nav:

Looked beautiful! Tasted dry! FReaking OUT!!! customer wants to cancel next order please help

post #1 of 42
Thread Starter 

I did a candy land themed cake for a birthday yesterday. It was the exact same cake I've made for 2 years now, and the leveled pieces were perfect... This is also the same cake I did a tasting on 4 weeks ago for this persons sisters wedding that is in less than 2 weeks. I received a message this morning they wanted to cancel because the cake was dry. I don't know WHAT to do.

 

1) my contract says (that they signed) no refunds on any cancellations w/in 45 days. Their wedding is 13 days away.

2) I've already bought EVERYTHING for this cake... boards, filling ingredients, non perishable cake ingredients

3) I do not have the $$ to refund them their deposit since I've already bought everything.

 

I need to respond to them... please PLEASE help

 

I'm considering calling the bride apologizing and offering to make her a new cake to try... one that is a box mix w/ an extender because honestly I think that's the whole problem. I'm a scratch baker... these people are NOT used to scratch cakes

post #2 of 42
Well, if your contract is valid & signed, they can cancel but won't get their money back.
post #3 of 42

Hi,  i am sending a récipe that can help you to make your cake moist

 

10 large eggs separated  not cold

2 cups sugar

1 pound butter unsaltd foftened

3 1/2 cups shifted flour then measured

1/4 cup cornstarch mixed with the flour

1 1/4 cup milk not cold

2 tsp vanilla e xtract

5 tsp baking poder

1/2 tsp salt

 

1.  shift again flour, cornstarch, baking powder

whip butter with sugar for 5 minutes, add egg yolks, uno by one, add flour mixture in 3 parts alterning with milk, always beating in the lowest power.  don´t over mix  Whip egg whites and add to the previous mixture.  very softly

 

 

bake at 350°  for  45 to 60 minutes until is done  To bake more uniform use flour nail.

 

make a simple syrup and brush the cake.  Good luck

post #4 of 42

Just be straight forward with them. You have a signed contract, you have already purchased the majority of ingredients and supplies. If they want to cancel that is fine, but as per the signed contract, a refund will not be given.

That is what deposits are for, to protect you from this sort of thing.

 

Offering her another cake option is a nice gesture, but I would not apologize. If the leveled pieces were perfect, the rest of the cake didn't magically go dry. Assuming it was made within a few days of the event.

post #5 of 42
Quote:
Originally Posted by IAmPamCakes View Post

Well, if your contract is valid & signed, they can cancel but won't get their money back.

www.VeryDeliciousDesserts.com

https://www.facebook.com/pages/Delicious-Desserts/207874222593145

 

It's never "just cake!"

 

You may get a cake for $way to little but you won't get this cake!

Animal
(4 photos)
 
Reply

www.VeryDeliciousDesserts.com

https://www.facebook.com/pages/Delicious-Desserts/207874222593145

 

It's never "just cake!"

 

You may get a cake for $way to little but you won't get this cake!

Animal
(4 photos)
 
Reply
post #6 of 42

Dear Unsatisfied customer,

 

I am so sorry to hear that you did not like the cake.  I do check each cake to ensure quality control, and am surprised to hear you found it dry.

 

I absolutely want for you to enjoy the wedding cake.  If you feel that you no longer trust for me to create your cake, I will have to understand.  Sadly, the cancellation would past the 45 day deadline as outlined in our contract.  I would be unable to refund any deposit.  

 

In an effort to reassure you of the quality of my work, I am willing to prepare another sample cake.  I am also willing to prepare a different version of that flavor or an entirely different flavor if you so choose.  Because we are so close to the event, I will need to know as soon as possible in order to prepare the sample for you.

 

I am truly sorry that you were disappointed.  Please let me know if there is anything else I can do.  Should you choose to cancel your order, please accept my heartfelt best wishes.

www.VeryDeliciousDesserts.com

https://www.facebook.com/pages/Delicious-Desserts/207874222593145

 

It's never "just cake!"

 

You may get a cake for $way to little but you won't get this cake!

Animal
(4 photos)
 
Reply

www.VeryDeliciousDesserts.com

https://www.facebook.com/pages/Delicious-Desserts/207874222593145

 

It's never "just cake!"

 

You may get a cake for $way to little but you won't get this cake!

Animal
(4 photos)
 
Reply
post #7 of 42
Quote:
Originally Posted by DeliciousDesserts View Post

Dear Unsatisfied customer,

 

I am so sorry to hear that you did not like the cake.  I do check each cake to ensure quality control, and am surprised to hear you found it dry.

 

I absolutely want for you to enjoy the wedding cake.  If you feel that you no longer trust for me to create your cake, I will have to understand.  Sadly, the cancellation would past the 45 day deadline as outlined in our contract.  I would be unable to refund any deposit.  

 

In an effort to reassure you of the quality of my work, I am willing to prepare another sample cake.  I am also willing to prepare a different version of that flavor or an entirely different flavor if you so choose.  Because we are so close to the event, I will need to know as soon as possible in order to prepare the sample for you.

 

I am truly sorry that you were disappointed.  Please let me know if there is anything else I can do.  Should you choose to cancel your order, please accept my heartfelt best wishes.


Want to be my PR person? haha

post #8 of 42
^^^ Excellent response. They had a tasting right? So they knew what your cake's taste and texture was like before they ordered. You can't go doubting your recipe that you've used for years and offering random boxed options because someone all of a sudden did something rash. If you doubt your product for one second, there's no way you're going to be able to convince anyone your cake was "perfect." I would go with DD's suggestion but for the future please create a product you can back 100%. If you go to a restaurant and you don't like the steak, they apologize and offer you something else, they don't change the recipe for you or explain to you that you're not used to charred steak because fire grilled steaks tend to be charred so they'll get one from Walmart for you and microwave it. Back your product or take it off the market.
post #9 of 42
Quote:
Originally Posted by vgcea View Post

If you go to a restaurant and you don't like the steak, they apologize and offer you something else, they don't change the recipe for you or explain to you that you're not used to charred steak because fire grilled steaks tend to be charred .

www.VeryDeliciousDesserts.com

https://www.facebook.com/pages/Delicious-Desserts/207874222593145

 

It's never "just cake!"

 

You may get a cake for $way to little but you won't get this cake!

Animal
(4 photos)
 
Reply

www.VeryDeliciousDesserts.com

https://www.facebook.com/pages/Delicious-Desserts/207874222593145

 

It's never "just cake!"

 

You may get a cake for $way to little but you won't get this cake!

Animal
(4 photos)
 
Reply
post #10 of 42
Yes! If you pay me really will & live with my flexible (but responsive) schedule.

As a matter of fact, that used to be my job!

www.VeryDeliciousDesserts.com

https://www.facebook.com/pages/Delicious-Desserts/207874222593145

 

It's never "just cake!"

 

You may get a cake for $way to little but you won't get this cake!

Animal
(4 photos)
 
Reply

www.VeryDeliciousDesserts.com

https://www.facebook.com/pages/Delicious-Desserts/207874222593145

 

It's never "just cake!"

 

You may get a cake for $way to little but you won't get this cake!

Animal
(4 photos)
 
Reply
post #11 of 42
Yep. What deliciousdesserts said.

This is why you have that contract in place.
post #12 of 42
Thread Starter 

Thank you so very much! I actually LOVE my recipe... but I will be trying that one posted about just because I can't resist :) They were baked the day before... They didn't sit past cooling then icing and even still today the cake scraps I have taste perfect. I was just so very floored that I didn't even know how to react!
 

post #13 of 42

Since it's a scratch cake and they obviously liked your cake at their tasting ( they ordered from you), I wonder if her sister refrigerated the cake and served it still cold. That could explain it seeming dry, cake, especially from scratch, really should be served at room temperature.

post #14 of 42

I always inform the customer that because it is a scratch cake it must be served at room temperature.Since most scratch cakes are made with butter, the butter in the recipe gets hard with refrigeration, making the cake seem dry due to its hardened texture. If it was served chilled it was a cold cake not a dry cake.
 

Life is unpredictable so let's eat dessert first!
Reply
Life is unpredictable so let's eat dessert first!
Reply
post #15 of 42
I think you should not refund, that is the purpose of all contracts, protect both parties, in this case you. Delicious Desserts, what a nice response 😉
New Posts  All Forums:Forum Nav:
  Return Home
  Back to Forum: Cake Disasters
Cake Central › Cake Forums › Cake Talk › Cake Disasters › Looked beautiful! Tasted dry! FReaking OUT!!! customer wants to cancel next order please help