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step0nmi
Forum SuperStar!
Joined: Oct 02, 2006
Posts: 2881
Location: WI
Birthday: Feb 02
Gallery Supporter Member
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 Posted:
Mon Oct 29, 2007 8:04 am |
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Yeah, that woman sounds kind of bonkers! Sounded like she needed more cake! I really can't believe you gave her the money back...but I understand you just wanted to be done with her!  |
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metrocakes
Regular Member
Joined: Jul 25, 2007
Posts: 171
Location: Florida
Birthday: Jul 16
Gallery Supporter Member
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Mon Oct 29, 2007 8:06 am |
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I wouldn't give her a refund. You provided her with an additional cake rather than a dummy. She already received a 20% discount on that particular cake, and you should point that out. Sending her a partial refund may not shut her up. She'll probably bug the  out of you until she gets the remainder. My guess is she's more upset with herself because she added the action figures, which changed the look. She altered your design so she's responsible for causing her own emotional turmoil.  With you delivering the cake so early, she had ample time to contact you prior to the party to fix any problems. Waiting until the guests have eaten the cake isn't the time to start questioning things. Your cake looks like it would easily serve 30 people. Furthermore, kids that age don't eat much cake to begin with and are easily impressed. I doubt the kids had a problem with the design or stood around critiquing the cake. She should be thinking about her child and not about herself or how many people she impressed. I agree with those that said let it go, move on, and cease the communication with her. Let the woman wallow in her misery without bringing you down with her. |
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spongemomsweatpants
Forum Addict
Joined: May 30, 2007
Posts: 694
Location: Lakes Region of New Hampshire
Gallery Supporter Member
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Mon Oct 29, 2007 8:30 am |
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| summernoelle wrote: | | ... As far as invoicing goes, I did send her an official itemized one through Paypal, with everything spelled out, so there shouldn't have been any confusion, except she didn't read through enough to realize what she was getting... But she wanted buttercream with a cartoony looking city scape. I think that's what I did... then to ignore her from here on out. |
Ok I did not realize you did do a formal invoicing...then yes she is nuts. I agree with you she got everything she asked for. Again I think the cake is cute. I totally agree you have done all you can for this nightmare of a woman and ignoring her is a very wise choice on your part. Again I am very sorry you had to have this happen to you. |
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jkalman
Forum SuperStar!
Joined: Mar 12, 2007
Posts: 4198
Location: Southern New Hampshire
Birthday: Oct 28
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Mon Oct 29, 2007 8:34 am |
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| darrahmomof3 wrote: | | jibbies wrote: | | shivs wrote: | jibbies - (Wedding 1x2x4) (Party 1.5x2x4) (Family 2x2x4)  |
Thanks! your size for family is what I have used all these years for party size pieces. That is the size that I quote for sheet cakes. If someone wants a round cake for something other than a wedding, how so you go about stating sizes then, for instance they are going to cut wedges like the pieces you see on a cake mix box, how many do you think an 8 inch round would serve and how do you go about calculating it for other sizes also.
jibbies |
I would be interested in know this also!! It sounds like a good idea. If you could pm or email me the infor I would love it!! Thanks.
Email address is darrahcrawford78@yahoo.com |
be careful with this and make sure that you charge MORE for the bigger pieces. I have this too, and it is priced out like this:
Celebration cake:
Standard Slice (1x2x4): $2.00/serving
Party Slice (1x1.5x4): $3.00/serving
Family Slice (2x2x4): $4.00/serving
it's the same amount of cake no matter how you slice it so make sure you don't cheat yourselves because if you charge the same price.. your family slice 8" round is going to cost $20.00 whereas your standard 8" round is $40.00.
I also think adding something to the effect of "all suggested serving sizes are estimations. Please follow the cutting guide included with your cake to assure proper serving amounts" might be a good idea. That way you can't be told that you didn't inform them of serving sizes.
I'm sorry that you were put through the ringer with this cake. It's definitely not perfect.. who's cake is right??.. but it is what she asked for and you did tell her the sizes. I think she was envisioning a much larger cake (becuse those figures were rather large in comparison to the cake).. I wouldn't have given her any money back. Maybe you need to have them sign a form stating that they aproved of the cake when you left it. I have one for when people pick up cakes stating that once they leave the burden of responsibility is on them if the cake falls apart.. I am going to add the standard approval form to my repetoire as well. ((hugs)) |
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CarolAnn
Forum SuperStar!
Joined: Sep 22, 2004
Posts: 2101
Location: Kansas
Birthday: Nov 10
Gallery Supporter Member
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Mon Oct 29, 2007 8:52 am |
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The figurines she added made quite a change! You gave her what she wanted and cannot be responsible for it not being the same as her vision of the cake she wanted. You gave a more than fair refund, which she didn't deserve, so now you just need to be done with her. I doubt she was going to be satisfied no matter what. It could be she was happy as a lark with the cake until a parent made a negative comment, then she chimmed right in with the criticism, you'll never know. Better to brush this one off and go on. You do great work, so don't spend anymore time on the woman.
And then have a great day!!! |
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ge978
Forum Fanatic
Joined: Aug 15, 2005
Posts: 1962
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Mon Oct 29, 2007 9:44 am |
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Ok...I believe in being honest because I think that is the only way we get better and learn.
Here's the thing: If I was a customer and saw the cakes that you've done, I would be expecting a really nice spiderman cake. I don't think this spiderman cake is up to the level of some of your other cakes. Its not just the design either...there are a few other things. I'd be upset if I paid $80 for the cake.
As far as some of you who say that the customer is crazy,etc because she was really upset by the cake ..I don't get that. I hear all the time on here about how we put so much time, creativity,energy into our cakes and get emotionally attached to them. Why shouldn't a customer be allowed to feel the same way?
I also agree that there was a mixup in the communication and she was definitely confused about what to expect as far as size.
I'm telling you this because sometimes our feelings get hurt when a customer complains and its hard to be objective. I think the fair thing would be to refund half of her money. |
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Jocmom
Frequent Member
Joined: Sep 24, 2007
Posts: 376
Location: Port Huron, Michigan
Birthday: Apr 05
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Mon Oct 29, 2007 11:53 am |
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I'm wondering if the confusion about the size had to do with the height of the cake? Those are some mighty big action figures. Did she think the layers were supposed to be 9" high instead of 9" round? It's hard for some people to visualize how big a 9" cake is going to be.
I've only made a couple wedding cakes (friends and coworkers) and I showed them the "dummy" version of how big the cake would be prior to settling on the size.
One last thing. I worked in the customer service area for years. My old boss used to say, "It's not the customer's job to know what to expect or how our process works. It's our job to educate them and keep them informed." Works every time. Don't assume that the customer knows what you're talking about. This might require some extra hand-holding, but it pays off in the end when you have a happy customer. |
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jkalman
Forum SuperStar!
Joined: Mar 12, 2007
Posts: 4198
Location: Southern New Hampshire
Birthday: Oct 28
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Mon Oct 29, 2007 12:11 pm |
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I do the same thing as the PP with the dummy cakes. I think it helps sell bigger cakes.. . You can tell a person that a 6" cake will feed 10 people, but most will be shocked when they see that 6" cake. I agree with the PP's boss too.. it is our job to educate the customer. They have little to no knowledge about the decorating process or sizing or anything we do for that matter. I know that before I started really baking and getting into it I would have never assumed an 8" cake would be considered 20 servings.. and if I had ordered a cake for 20 and recieved an 8" cake I would have been miffed. Now that I have educated myself it is different, but we must never assume that the customer knows what they are getting into.
I do hope that she doesn't go all crazy on you. Keep us updated. ((hugs)) |
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DEBBIE157
Regular Member
Joined: Jul 23, 2007
Posts: 190
Location: Upstate, NY
Birthday: Jul 29
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Mon Oct 29, 2007 12:20 pm |
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forgive me if I missed this, but has she already paid you? |
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metrocakes
Regular Member
Joined: Jul 25, 2007
Posts: 171
Location: Florida
Birthday: Jul 16
Gallery Supporter Member
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Mon Oct 29, 2007 12:33 pm |
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I do the same thing with the dummy cakes. I keep different sizes on hand to give clients a visual of their cakes minus the decorations. That way there is no confusion about size, and we can make changes as needed. I don't understand how this lady would be confused and think a tier would be 9" tall. Anyway, this is one of those situations where you learn and move on. You have some nice cakes so don't let this one incident get you down. |
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DEBBIE157
Regular Member
Joined: Jul 23, 2007
Posts: 190
Location: Upstate, NY
Birthday: Jul 29
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Mon Oct 29, 2007 12:34 pm |
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Hi again,
I see that you refunded her $18 -- but did she pay 66 or 81?
confused. |
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summernoelle
Forum Fanatic
Joined: Mar 08, 2007
Posts: 1409
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Mon Oct 29, 2007 1:55 pm |
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Well, I decided to just give her 50% to get rid of her. So she will get a total of 43.30. But she hasn't responded to that offer, so I don't know what will happen.
To ge978, I was only saying she was nuts because I gave her 3 seperate quotes and an invoice and she was mad because I delivered what I quoted her for. She also told me 2 times she only needed 15-20 servings, but was angry when I didn't show up with a 3 tiered cake.
I know a handful of you are trying to be constructive with your critism, and that I get all opinions when I post on the web, but please stop critisizing (sp) the cake! I get that it isn't at the level of my other cakes, but I gave her what she asked for! |
Last edited by summernoelle on Mon Oct 29, 2007 2:21 pm; edited 1 time in total |
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princessdepastel
Junior Member
Joined: Aug 24, 2007
Posts: 45
Location: Houston, TX
Birthday: Jun 11
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Mon Oct 29, 2007 2:14 pm |
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this is pretty entertaining. |
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DelightsByE
Forum Fanatic
Joined: Jul 26, 2004
Posts: 1229
Location: Williamsport Maryland
Birthday: Aug 23
Gallery Supporter Member
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Mon Oct 29, 2007 7:15 pm |
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| princessdepastel wrote: | | this is pretty entertaining. |
Now was that really necessary? Feel entertained if you must, that's your right...but don't publicly express humor in someone else's plight, it's just plain not nice. |
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ge978
Forum Fanatic
Joined: Aug 15, 2005
Posts: 1962
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Tue Oct 30, 2007 4:56 am |
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summernoelle wrote: | Quote: | | To ge978, I was only saying she was nuts because I gave her 3 seperate quotes and an invoice and she was mad because I delivered what I quoted her for |
No, i totally understand what you are saying....I wasn't referring to you calling her nuts, I was referring to earlier comments about her getting emotional about the cake.  |
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