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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To ask for help on how to reply to this customer?

522 replies

Squidpinky · 24/02/2017 18:52

I need your help on how to reply to this customer.

I make cakes for living, home based but all on the books. Never had a complaint apart from today....

Quoted a lady for a 21st birthday cake for her daughter. Quite an elaborate design but she was very vague in what she wanted - I.e didn't specify colour etc just sort of said what she wanted and said "make it look pretty"

Her daughter's party is tomorrow, the cake is finished and she asked me to send a picture. I did and she was horrified - said it's not what she wanted, I was going to ruin her daughters birthday, the colour was wrong (even though she hadn't specified a colour. I offered to change details on it, obviously couldn't change the colour. She wanted extras adding to it which would have taken 6 hours atleast to make - that would have meant I made zero profit.

I made some changes to the cake which took me 3 hours and I sent her a pic and she was grateful saying it was much better and Thankyou.

I then get a message saying she wants it delivered now as I caused her so much stress and upset. The venue is an hours drive from my house. The original agreement was she was to pick up the cake. I explained this wasn't possible for me to deliver and she said that she has no free time tomorrow and can't collect it.

How do I respond to this? She's the type that will leave a bad review everywhere and anywhere so I have to tread carefully! Help!!!

OP posts:
19lottie82 · 24/02/2017 18:55

Not sure about the response, but In fairness by not getting her to agree to a design you were asking for trouble. "Pretty" is a very objective term!

How long would it take you to deliver it?

19lottie82 · 24/02/2017 18:56

Sorry just noticed it's an hours drive away. That would be a no from me!

ThePinkOcelot · 24/02/2017 18:58

I would stick to your guns OP. You can't deliver. She really should have given you more info. Were her requests verbally or written. If written, I thought I would be inclined to copy them to her! What a pain!

littlefrog3 · 24/02/2017 18:58

Say no. She can come get it.

From what you say, she will still leave a bad review, even if you DO take it to her.

Crunchymum · 24/02/2017 18:58

Depends how much you don't want that bad review? And to be honest sounds like she is going to give you one whatever you do.

Has she paid anything towards the cake?

Are you prepared to offer a "goodwill discount" but on the proviso she collects the cake.

Original poster
Squidpinky · 24/02/2017 18:59

I did push for a specification on what she was after but she kept saying "I don't know, I'm crap with things like this" "use your artistic skills" - so I did!

OP posts:
jpclarke · 24/02/2017 18:59

I think it sounds like one of those scenarios that you might need to suffer the loss for the sake of your reputation.

MovingOnUpMovingOnOut · 24/02/2017 18:59

She is a pisstaker. Set up a Google Alert for your business and if she does post anything online you can politely and factually respond.

Original poster
Squidpinky · 24/02/2017 19:00

She hasn't paid anything towards the cake yet. The cake has already lost me atleast £100 by the extra work that's gone into it

OP posts:
AristotlesTrousers · 24/02/2017 19:00

YANBU!

I can't stand people like this. Tbh, I expect she'd have found fault with anything and probably still will (she sounds like that sort of person). You're damned if you do and damned if you don't, I reckon, so if I were you I'd stand your ground.

EyeSaidTheFly · 24/02/2017 19:01

Why don't you say you'd love to be able to help but it's such short notice that you can't this time - you are in fact delivering someone else's cake (ordered a long time ago) and there's no one to help you. Offer her some money off. I know you won't want to, but I'd do it just to stop her bleating. I think she is BVU.

DontTouchTheMoustache · 24/02/2017 19:01

What a PITA! If she does leave a bad review make sure you respond and fight your corner (even quote the specification given alongside a photo of the finished design so people will know she is a pratt)

Mrsemcgregor · 24/02/2017 19:01

I really want to know what your design looked like?!

Floods123 · 24/02/2017 19:02

I bet this is the kind of person who makes a habit out of this. Was vague on purpose. I bet the next message will be asking for a massive discount for all the trouble caused and having to collect. I would make up a form signed by the customer with full details Inc cloud decor Tec for future orders.

CoraPirbright · 24/02/2017 19:02

I don't understand how she can suddenly can have "no free time" tomorrow - if she was supposed to pick it up then. How ridiculous.

I would reply saying that you do not have the use of a car tomorrow but would be happy to arrange for it to be delivered via taxi. You have looked into the costs and it is XX. This will have to be met by her as it was always the arrangement that she would pick it up.

MovingOnUpMovingOnOut · 24/02/2017 19:02

I'd eat the cake myself if she becomes any more difficult.

Akire · 24/02/2017 19:03

Has she already paid you? If
She has stuck to your guns, you have already tried your best and done extra work. At some point you are going to get a bad review from a dodgy customer, if you have great reviews elsewhere I be tempted take
It on the head as 2h drive is too much especially if she may then still
Give you a bad- meh review after all.

PurpleMinionMummy · 24/02/2017 19:03

One bad review if you have lots of good ones would not put me off. shit happens to everyone, and everyone gets shitty customers.

AlmostAJillSandwich · 24/02/2017 19:04

Not charging before they pick up is a BAD idea. She's probably going to play on the fact she can't pick up that if you don't deliver she doesn't want the cake and won't pay for it. If she really hated the cake she probably doesn't want it and is using the "i can't pick up" as an excuse. I'm seriously doubting you're going to get paid for this cake.

PageStillNotFound404 · 24/02/2017 19:04

Was she originally supposed to pick up the cake at some point during what turned out to be the extra time you spent modifying it? Or was she always supposed to pick it up tomorrow?

imsorryiasked · 24/02/2017 19:04

Surely she was always going to have to pick it up from you?

Stick to your guns. If she does put a complaint online ask your other clients if they would be so kind add to leave a review on a website of your choice.

ImperialBlether · 24/02/2017 19:05

Has she paid you anything in advance? I'd worry that if you don't take it, she won't pay. She's incredibly unfair - this is where we need a review site for customers!

HecateAntaia · 24/02/2017 19:06

This reply has been deleted

Message withdrawn at poster's request.

Allthebestnamesareused · 24/02/2017 19:07

I wouldn't take it to be honest. I suspect when you get there with it she'll try to negotiate something off the price.

If you do need to recoup costs and if you are going to deliver I would suggest saying that she needs to do a bank transfer to your account today for the full amount she agreed plus £x for petrol.

If she won't transfer I wouldn't go. The cake lady I use will always ask for a deposit of half the cost. Perhaps in future you might wish to consider doing that.

What a pain for you.

How did she find you?

If by Facebook I'd name and shame her!

EssentialHummus · 24/02/2017 19:08

I'd point out that your original agreement was for her to collect. If she'd like delivery, you can offer it tomorrow at £75 (or whatever).

I'm in a completely different field but I've learnt the hard way that clients with vague, "oh just do your thing" instructions are almost always bad news. They seem to have a very precise vision in their heads that they make no bloody attempt to communicate.

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