Cake Decorating Community - Cakes We Bake

i recently had a customer request a refund for a two tier cake that was custom decorated. She claims that the cake was dry. There were two flavors to the order. We had other orders go out that were fine. We also had another two tier cake go out earlier this summer. Everyone was happy but one layer didn't have the raspberry filling. Now the mother wants a refund for the entire cake. I refunded the cost of the filling but don't feel that I should on the entire order. What is happening with folks eating the cake, ordering a custom design and then giving me grief for a full refund? Any thoughts?

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Do you bake from scratch or use a mix?  The reason why I ask is that people who are used to mixes sometimes have a hard time with scratch cakes.  Since they don't know how to describe it, they call it dry.  Did she bring back the cake for you to see that it was dry?  If not, then no refund.  Sometimes it is easier just to refund but if you know you put out a good product stick to your guns.  This stunt is being pulled on all sorts of businesses.  When you refund then they will always expect it and the word will get around.  Before you know it, her acquaintances will be pulling the same stunt.  I don't sell cakes for this very reason.  I've worked in customer service for years and was sick of seeing this kind of thing.  Good luck

Goreti expressed my thoughts in a much more eloquent way than I would have.  If there is truly a problem with the cake, the customer will not eat it and can bring it back for you to see and provide a refund.  If they eat it, oh well...wasn't all that bad, was it.  No refund.  I think people have gotten a lot more "entitled" lately and think they should get everything for nothing.  Makes me want to slap them.

My thoughts.....if they eat it ..they've bought it. Unless they can "show me" leftover cake and I can see for myself.

Agreed with everything said. They ate it, so it was obviously fine. Unless they can prove/show you the product was inferior, then uh uh...no go...no refund. As Goreti said, the crumb and texture of a scratch cake is much different from a cake mix. I have several family members who prefer that fluffy, sweet Costco type cake. There Mom's never baked like mine, so that's all they know.

You hit the nail right on the head, June!  Everything we had was made from scratch when I was growing up, so I far prefer the richer, more subtle tastes of a homemade cake, as well as the denser consistency.  My neighbors, however, grew up (and still do) eating only cakes from Walmart, they are too lazy to even make a box cake themselves.  Therefore, they think all cakes should be sweet, fluffy, tasteless with Crisco frosting....yuck!  Even though I find it a tad insulting, it is super easy when I make cakes for them,  just go for the box - lol.

That "fluffyness" (is that a word?) is what I don't like. I prefer a texture that is denser too. It slices nicely, doesn't fall apart That's why I love pound cake.:))

OMG I had the exact same thing happen this summer, only the girl's supposed MIL said it was eggy!!  She is a chef (actually she's just a cook wanna be).  I did a 3 tier Minion cake and 24 cupcakes they said were nasty.  I got blasted on Facebook and all.  HOWEVER, they couldn't bring the cake back because they said "they threw it away".  SURE!  Actually what happened was the cake was left in the sun and the fondant started to sweat.  Told them not to.  If you know in your heart you put out a good product, stick to your guns and don't refund them.  I took a lot of advice from several different people and refunded her, now I wish I hadn't.  She has the "entitlement" mentality and thinks she should get everything for free.  I'm very careful who I bake for, usually it's only friends or their friends.  Someone has to be recommended.  I don't do as much, but I don't have that headache either.  Good luck!

I love, love a good pound cake Betty. I can close my eyes and taste my Mom's lemon pound cake...and cherry/almond pound cake. I've made her recipe many times. So dense, moist and delicious....
Betty said:

That "fluffyness" (is that a word?) is what I don't like. I prefer a texture that is denser too. It slices nicely, doesn't fall apart That's why I love pound cake.:))

Thank you for this reply. It makes me feel that I wasn't unreasonable in refunding her money!

Darlene McInnis said:

OMG I had the exact same thing happen this summer, only the girl's supposed MIL said it was eggy!!  She is a chef (actually she's just a cook wanna be).  I did a 3 tier Minion cake and 24 cupcakes they said were nasty.  I got blasted on Facebook and all.  HOWEVER, they couldn't bring the cake back because they said "they threw it away".  SURE!  Actually what happened was the cake was left in the sun and the fondant started to sweat.  Told them not to.  If you know in your heart you put out a good product, stick to your guns and don't refund them.  I took a lot of advice from several different people and refunded her, now I wish I hadn't.  She has the "entitlement" mentality and thinks she should get everything for free.  I'm very careful who I bake for, usually it's only friends or their friends.  Someone has to be recommended.  I don't do as much, but I don't have that headache either.  Good luck!

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