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Help! I need advice for an unhappy customer (edible icing sheet)

post #1 of 88
Thread Starter 

Hi everyone! I'm hoping someone can offer advice? My hubby and I have been going through IVF for the last several years and I recently started my own edible icing image business (only a month ago) on Facebook to help us save up. I buy my sheets from KopyKake and I provide 3 different sizes - 7.5 in x 10 in large rectangle, 7.5 in large circle and 2.13 in round (cupcake size) 12 cupcake toppers per sheet. I have sold a few orders and never had any problems until recently I had a lady send me a private message on my page (names and phone numbers have been deleted for privacy);

 

 

    • I have tried everything can't get topper off

    • Can you please phone me ASAP her party is in a hour and I can not get it off paper done everything on the instructions (she put her phone number here)

    • I will have to stick it on with plastic thanks not really happy at all

    • Would really like a refund will be bringing it back have been trying to put it on since 9.30 dismorning I have even googled to my knowledge looking at the topper it is way to thin I am really quite disappointed as it now looks horrible sitting un uneven on the cake

    • As you can see

  • Ice Yourself
    13 hours ago
    Ice Yourself
    • Hi Sharon! Sorry I couldn't reply earlier I haven't been home since yesterday, I'm so sorry you had trouble with your image but that's the thickness that I purchase them from the suppliers and have not had any problems before myself or any of my previous customers. I'm sorry I don't offer refunds as its an edible image but I can offer you a discount if you decide to purchase again.

  • Ice Yourself
    12 hours ago
    Ice Yourself
    • Hi Sharon, I have just been thinking about your topper and I feel disappointed that you had a bad experience and your daughter's cake didn't work out how you had hoped, I wouldn't normally offer a refund, however in the interest of customer satisfaction I would be happy to either supply you with a free topper for your next cake, or offer you a full refund if you bring the sheet back. All I can think of that might of happened is being that its so hot today, the image may have gotten a bit moist from the humidity, which does make them hard and tricky to remove from the backing sheet.

 

I researched big companies who sell edible images and none of them offer refunds so I thought I would be nice and offer one, she still hasn't replied back. I had another lady buy the circle sized image and she didn't have any problems. Yesterday was very very hot here in W.A so am thinking the humidity might of made it sticky. When I sell an image their image comes with a full set of instructions on how to apply their images and it does state in my instructions about humidity, I just feel terrible. Has anyone ever had a bad experience with a customer? Has anyone had any troubles with sheets from KopyKake 'being too thin'? How did you deal with it? Do you think I did the right thing? I am just a bit worried as I don't want this lady putting other people off my business when no one else has had any troubles. Please help any advice would be greatly appreciated :)

thanks for your time :D

post #2 of 88

I'm not sure what the problem was, but honestly her cake is not even level!

post #3 of 88
Thread Starter 

I know hey, I was just so worried I felt terrible she had a bad experience!

post #4 of 88

I am sorry you had to go through this.  Why is the cake in a pie tin instead of using a plate or cake board? 

post #5 of 88

I would imagine that the icing sheet must of had some moisture on it for some reason....Maybe needed to be put in an oven at a very low temp for  a few minutes. When  they are dry they tend to come right off.  I have not had any issues with my sheets from KopyKake

post #6 of 88

I have horrific trouble trying to get my kopykake icing sheets to come off the backing when the weather is humid.  I have talked to the company, tried all their advice and none of it works for me.   After a lot of reading I am going to order some from Icing Images in the US next time.

post #7 of 88

It looks like the sheet got moist and rippled which isn't your fault..She isn't telling you something...At any rate you did what you had to do in the interest of customer service...I use Kopykake sheets all the time and they have never done that...

Busy Bakin Kakes For Kids!!!

Mom to Mitchell 13 yrs and Delaney 11 yrs

Reply

Busy Bakin Kakes For Kids!!!

Mom to Mitchell 13 yrs and Delaney 11 yrs

Reply
post #8 of 88

I put my edible image sheets in the freezer for about 10 seconds - comes right off every time

post #9 of 88
Thread Starter 

thanks so much for replying everyone! I really appreciate it and feel much better now haha :) it sounds like she just didn't know what she was doing, I just got another message from her;

 

    • Thanks sorry I got so upset it's just we tried everything from freezer to the wet towel and corners the works even my friend who us a chef couldn't get it of so I just left it on the plastic my daughter was the one who was disappointed the most as she couldn't eat it with the cake..I will get my hubby to bring it back tomorrow if you will be home for a refund thanks Sharon

  • Ice Yourself
    about an hour ago
    Ice Yourself
    • yes tomorrow will be fine, I won't be home until 6.30pm. Again I am sorry you had a bad experience, but I am pretty sure it would of been the humidity yesterday, even today is very hot. Hope you have a nice day. 

       

       

       

       

       

       

I am wondering how her friend who is a 'chef' didn't know how to remove it as well? Thanks again so much for your comments I feel so much better, my husband is going to deal with it when she gets here to give her a refund. I am never selling from home just going to mail orders from now on. Cazza1 you wouldn't happen to have a link to another place to buy blank icing sheets from? I'd like to try some other suppliers to see how thick thier icing sheets are? This is the first problem I've had with KopyKake - nice to know mostly everyone else has had good experiences :)

post #10 of 88

www.icingimages.com

post #11 of 88
Thread Starter 

awesome thanks so much Cazza1 :)

post #12 of 88

Thanks sorry I got so upset it's just we tried everything from freezer to the wet towel

 

Oh dear - that wouldn't have helped her situation.......

Kind if you to offer a refund considering it seems the customer was a bit lost with her raking skills...

Bluehue

post #13 of 88
Thread Starter 

hahahaha Bluehue! My husband said the same thing! 

post #14 of 88

I would have just given a full refund and told her to throw the thing away and save herself a trip to your house. Why do you need it back? I guess if it will give you a chance to look at it and see if there's anything you need to warn people about that would make sense.

 

I bought edible image sheets before and sometimes they come right off and sometimes they don't. I think that you're going to have to assume that with the kind of business it is, you're going to have a certain percentage of people who can't get them to work. If you can figure out how to handle them in different types of weather then you can give people advice on what to do to minimize problems, but you'll never be able to eliminate them. Since your target market is people who don't decorate cakes (I'd assume) they're not going to know all of the tricks to handling things like this, so the more info you can give them up front the better. But they'll still screw it up.

post #15 of 88
Thread Starter 

Hi costumeczar! Thanks for commenting I really appreciate the feedback! :D I told this lady I wanted the image back because I wanted to make sure she really couldn't get the image off and wasn't just after a free image from me. But after doing research I discovered large companies don't offer refunds because of hygiene purposes. So I just added on my page that refunds aren't offered. Also when ever I sell an image my customers get a 3 page instruction sheet on how to apply. I have everything in there from using in humid weather and what to do to how to apply to different cake surfaces. I was just wondering how to deal with a customer who thinks its my fault and its my images that is the problem when they are unable to remove a sheet. I see what you are saying about the target market. I hope I handled this customer well. She is sending her husband over tonight to get the refund. My husband will be giving back the refund in case they try to make trouble. I don't understand how she can say she researched all over the net and according to her 'knowledge' (which obviously when dealing with cake decorating isn't very much) that the sheets are too thin. And her 'chef' friend said it was too thin. If her friend is a chef who decorates cakes surely she should of been able to remove? Or realise that most sheets come in that thickness? All three different sizes I have are all the same thickness. Unless someone knows of a supplier that sells thicker sheets which might make it easier for inexperienced people to remove them? Arrgh not sure what to do! I was a bit surprised because another customer had purchased a large circle shaped one and her's came off and was able to apply to her cake and she loved it. Posted pics all on my wall and everything. I guess its like you say you can't make everyone happy and I should expect a couple that think they know it all when really they don't and just won't admit they stuffed up and expect a refund. What do I say to someone who says they have tried 'everything' on my instructions sheet, and wants a refund because its MY images that are crap?

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