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Need advice on customer complaints - Page 2

post #16 of 19
I understand how frusterating it is!!

I have been making upmarket wedding cakes for over 5 years and I got my 1st wedding complaint last weekend. I pride myself on making patisserie quality tasting cakes as well as the professional finish outside.

This customer had a falling out with a friend of mine and that friend said to me has she complained yet?

So the perfect cake went to the venue only to be called a week later told the cake was raw inside every layer. I bake and slice each cake into 3 layers then store in fridge with baking paper in each layer. This way I know it's cooked perfectly. I then frost in each layer, set in fridge then ganache set again overnight and fondant cover next day.



This customer is not letting up and us getting angry that I don't agree with what she said. What should I do? I am afraid she may try to smear my name.?
post #17 of 19
Also ccentre1 a good way to see what your customers eat is make a cake for yourself iced. Then wait the amount of day or days till they receive it. Then cut it and see his it tastes. Then refrigerate and eat daily until its no longer good. That way you dab tell customers how long your style of baked cake will last.

That way you also know for sure your cakes are not dry.
post #18 of 19

Contact the venue and ask them if there were any problems with the cake, and see if you can find any photos of the cut cake via their photographer etc. 

elsewhere.
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elsewhere.
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post #19 of 19
Quote:
Originally Posted by kikiandkyle View Post

Contact the venue and ask them if there were any problems with the cake, and see if you can find any photos of the cut cake via their photographer etc. 

Check their facebook pages, too. You'd be surprised at how lax people are with posting photos of themselves shoving cake in their mouths. But yes, the first thing to do is to call the venue to see what happened. Talk to the person who cut and served the cake.
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