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Customer Complaint - Page 2

post #16 of 27

Don't do the wedding!!!  She sounds like she will be a total pain in the a*s to work with and it sounds like she was just looking to get a free cake.

No his mind is not for rent, to any god or government...

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No his mind is not for rent, to any god or government...

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post #17 of 27

Contracts aren't worth a hill of beans if you live in a small town.     Word of mouth can bury you.   I live in a small town and you can go from hero to zero with one order.   You need to do what is right for you and this situation to protect your reputation.   I only use contracts for wedding cakes.  That's just me and works for me in my one-horse town.  I meet many of my customers half way with cakes and let them transport...but I never let them travel with fragile cakes.   I will insist on full delivery if the order is fragile.  

Debbie - US Army (Retired) --aka "The Cake Sarge"

Good Cake Ain't Cheap! Cheap Cake Ain't Good!
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Debbie - US Army (Retired) --aka "The Cake Sarge"

Good Cake Ain't Cheap! Cheap Cake Ain't Good!
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post #18 of 27
Quote:
Originally Posted by ddaigle View Post
 

Contracts aren't worth a hill of beans if you live in a small town.   

You got that right! Totally different dynamic than larger towns and cities.

post #19 of 27

I think doing her wedding is a disaster waiting to happen unless she pays you for delivery.  Anything short of that and I would have to somehow remove the burden of ANY transport damage.  It simply id too unknown.

post #20 of 27

Just on the point of how the damage happened to the cupcakes, would it be possible that this happened when the customer was taking them out of the box and putting them on a serving plate? The reason I ask is because stiletto cupcakes are made in three parts - the cupcake (front of the shoe), the sole and the heel.  Unless you've made them yourself, a customer might not understand that they come apart fairly easily and the damage might have been done lifting them out of the cake box.

 

I'm not sure if this is even what happened, but I'm  wondering if the solution could be to have each cupcake on it's own miniature cake card (just cut a standard sized card into individual sizes) and secured in place with a little extra dab of chocolate, under the toe and under the heel.  This way each stiletto cupcake can be lifted out of the cake box by it's card.

 

Or does anybody have any better ideas for improving the stability of high-heel cupcakes? And engineer/cake decorators out there??!!!!

post #21 of 27
Thread Starter 

I'm doing the wedding, because like I said, she's not afraid to speak up and that could be the end of my business if she starts bashing me all around town. My family can't afford the risk of  the bad word. I'm delivering all the way to the reception and set up an acknowledgement on her part releasing me from responsibility once I deliver. I also am including a part letting her know that some of this needs to go back into the refrigerator and once I'm gone, it's not my responsibility to protect the guests heath and safety if not properly handled.

 

It's just frustrating. Just spoke with her again and she changed set-up details but said I had them all wrong and this is what she wanted all along. Trust me, I wrote the whole conversation down. Also told me there was a kitchen for prep. There's not. I'm just nervous and paranoid. I've never had an issue with a customer, let alone a bride and now there are tons with this one. Just need to learn to not let it get to me and know how to approach it next time.

 

Send some kind thoughts and prayers my way this weekend. Sounds like I'm going to need it!

post #22 of 27
I'd rather deal with the bad mouthing from someone who's known to whine and complain for free stuff than take that and lose the money and time I spent making them free cakes on top.

You may also find it's a good idea to continue any communication with her via email so you have her words in her writing.
elsewhere.
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elsewhere.
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post #23 of 27

Good luck, but don't be surprised when this is someone who has complaints after the wedding and wants money back. Make 100% sure that she signs off on the appearance of the cake, and that you talk to the person at the reception site who cut and served the cake.

 

If I were you I'd call the reception site the day after the reception to find out how everything went. I'd probably find the person who was going to cut the cake when I delivered it, and tell them that I was planning on calling to make sure everything went smoothly, and if they had any problems to please call you and give you a heads up. Don't say anything about the customer being difficult, because they probably already know that!

post #24 of 27

It sounds as if this customer is holding you hostage.  You cannot worry about what someone MIGHT say.  You could do absolutely everything right and still have someone trash your name.

 

I hope all goes well for you, but you should have declined this job when you had the opportunity to do so.

 

Liz

Follow me on my Twitter handle: @Sugar_Iowa

Or on Facebook: https://www.facebook.com/SugarFineBakedGoodsAndConfections

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Follow me on my Twitter handle: @Sugar_Iowa

Or on Facebook: https://www.facebook.com/SugarFineBakedGoodsAndConfections

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post #25 of 27

oh man, so sorry!

 

this is so uncomfortable for you--i myself could never* operate under these circumstances--you're letting yourself be held hostage--and while i understand your point of view--i hope it's over quickly and quietly--but i see she's already pulling your chain some more--agh--

 

*by never i mean if my kids were small and i needed the gig i might consider it--but they are in their 30's now--and i'd just say no--

 

i hope your thread cannot be connected to you in real life--where she could read this or something--stranger things have happened--

 

anyhow

 

best to you

my cookies are prettier than your cookies because this is the second time i substituted my opalescent sanding sugar when i ran out of sugar to make the batch ha!

 

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my cookies are prettier than your cookies because this is the second time i substituted my opalescent sanding sugar when i ran out of sugar to make the batch ha!

 

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post #26 of 27
Quote:
Originally Posted by TheBug View Post
 

A contract would have been great! Do you have everyone sign it saying that, or just the people who transport it themselves in any way?

 

She's already paid the entire order off and we signed a contract, so technically if she backed out, I would keep the first half of the money she put down on it. The problem is, it's all small towns around here and everyone knows everyone, and if she's willing to come at me like this, I fear the fallout. My business is word of mouth mostly and I'm just one year into this so I feel she has me by the throat a little.

 

This is the first time it has happened to me, so I figured it was worth just giving the money back in order to keep the business. It is a big wedding for me and I guess I didn't want to lose it. Plus, she told me that was half-way for her. I didn't realize she only drove three minutes to get there because I originally offered a home-delivery as I'm more comfortable with that. I always deliver to home unless they are far away and don't want to pay the "over-15-miles delivery charge". She said we could meet half way and named that town so I agreed. It all seems just weird to me. I don't know why she insisted on meeting....

 

 

so she signs a contract with you for the catering...if you have a contract for the catering--i don't know i'm getting confused--

 

so you are letting her take advantage of you for an even larger transaction or something...

my cookies are prettier than your cookies because this is the second time i substituted my opalescent sanding sugar when i ran out of sugar to make the batch ha!

 

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my cookies are prettier than your cookies because this is the second time i substituted my opalescent sanding sugar when i ran out of sugar to make the batch ha!

 

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post #27 of 27

Go to the cakeboss website, they have contract templates that you can customize for your needs

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