Active discussions

Meet the Other Phone. Protection built in.

Meet the Other Phone.
Protection built in.

Buy now

Please or to access all these features

Talk
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:
Desperina · 24/02/2017 20:17

I would absolutely immediately instigate a deposit or better payment in full policy BEFORE any labour happens.

TheCakeCrusader · 24/02/2017 20:19

I believe it would also be unreasonable for you to be expected to now have to deliver especially since you have made further efforts to satisfy this customer at your own costs. Also the ageeement was that the customer collects. Just make sure she pays before handing over!

beebeecee · 24/02/2017 20:20

Tell your side of the story if she gives you a bad review.

Personally, unless I've had a similar bad experience from the company, unless there is a glaring discrepancy (which on balance, I think in your case there is, i.e. She's trying it on) I tend to take the approach of there's two sides of the same story and no ones lying.

LittlePaintBox · 24/02/2017 20:20

Sorry, OP, you have been scammed. Angry

To be honest I wouldn't do a single thing more for this customer, and would also take on board the lessons others have pointed out.

I definitely wouldn't deliver it.

Anonymous1112 · 24/02/2017 20:21

Is this an old thread? I seem to remember it from before.

NapQueen · 24/02/2017 20:25

I would be making sure from here on in that you get in writibg the colours required, theme, no of tiers (and diamater) to avoid as much as poss this happening in the future.

SugarMiceInTheRain · 24/02/2017 20:26

I think Fabulously has a great idea there. I seriously doubt this customer is going to pay you, and even if you bend over backwards to please her she's going to to rip you off.

harderandharder2breathe · 24/02/2017 20:27

She isn't going to pay you.

I'm sorry you got treated like this but I hope you use it as a hard learned lesson.

Charge upfront for at least the cost of the ingredients, don't start work before this is paid

Sketch out designs and get customers written approval before you start work. If you are having to do a million revisions because they are changing their minds or refuse to be specific then hate what you come up with, charge for your time spent doing the revisions

Charge a deposit up front. Repeating because it is absolutely essential.

This woman isn't going to pay and yes probably will leave bad reviews. So respond factually and calmly to the reviews.

Genuine customers won't be put off by one bad review out of many especially if there's a rational response from the business owner. Some people will just complain about anything.

Emmageddon · 24/02/2017 20:27

@FabulouslyGlamourousFerret what a brilliant idea. OP, do this, and do it now.

Your customer has no intention of paying for your cake, and I bet you're not the first person she has scammed like this, she probably brags about all the freebies she's managed to get through her underhand and, frankly, shady behavior,

ChickenVindaloo2 · 24/02/2017 20:31

These threads always make me want cake.

WhooooAmI24601 · 24/02/2017 20:34

A lady not far from us does the most amazing cakes. She charges the earth because, frankly, she's incredible but she's always required deposits. We know each other well now and I can message her to ask for something and she knows we'll always pay the full amount on time because we've been customers for years; she has our DC's birthdays in her calendar because she knows we return each time.

When I first found her she'd just been scammed over a wedding cake; the bride behaved like a monster, accused her of ruining her wedding and was just revolting. Since then she's asked for deposits and it's never harmed her business. If they don't pay the deposit, odds are they wouldn't have paid for the cake, either. Cut your losses, do as Ferret suggests with that cake and ask for deposits from everyone.

Softkitty2 · 24/02/2017 20:36

She has no plans of paying you. Or will try to get a discount. You will be out of pocket if you deliver and she might refuse to pay if you dont deliver.

Take control of the situation. You have to start taking deposits and receive full payment before the cake is to be picked up.

Tigger1986 · 24/02/2017 20:40

One bad review, as long as you are able to give your side (screenshots of your correspondence, picture of the cake that shows you meet the specification) won't be the worst. She is being very very unreasonable and as a business you have to accept some people out there will never be pleased. I would ask her to pay for delivery (petrol costs) and see what she says, being clear that this wasn't originally agreed (could you quote delivery cost from your websit?)

Lockheart · 24/02/2017 20:40

I would not deliver it. At this point, you owe her nothing, since she hasn't paid you anything. Call her bluff - if she wants the cake that badly, she can collect it as previously arranged, and pay you when she gets there.

FWIW I also do custom work (not cakes though). It's a hard lesson to learn, but in future:

  • do NOT start ANY work until a non-refundable deposit has been paid (25-50% is normal, whatever will cover your base materials)
  • do NOT start ANY work until you have written approval of a specific design, whether that's a sketch or a detailed description.

She's trying to screw you over at the moment, but if you put those 2 measures in place it will a) weed out most of those who are going to try and scam you or waste your time, b) will make it much harder for those who do decide to pull a fast one, and c) will mean you are not out of pocket.

Blatherskite · 24/02/2017 20:43

I'd create a form detailing all the major aspects of the cake - colour, size, tiers, theme, space for a sketch, details of delivery/pick up etc. I would have a disclaimer at the bottom saying that any areas left blank are left to your artistic license. I would demand that this is signed off and a deposit paid before any work starts.

I have a friend who makes cakes and started having to ask for a deposit as she got messed around so often.

Trifleorbust · 24/02/2017 20:44

No. Don't throw good money after bad and waste your time. If she gives you a bad review, respond, politely. Make your argument and leave it. You haven't done anything wrong here.

ZippyNeedsFeeding · 24/02/2017 20:46

It's all very well for us to say you should've taken a deposit, but until they meet a customer like this, most people don't believe they exist.
Very polite, formal and specific language is called for here. Don't lose your temper whatever happens.
How about "Dear Mrs Scamface-Pickypants, I regret that I am unable to deliver your cake but it will be available for collection at xyz time as per our agreed terms. I will not make any extra charge for the changes to the cake, but I will require payment in full on collection as agreed.
If you wish to cancel your order please let me know and I will arrange for it to be donated to a charity/hospital. If you have any further concerns please do not hesitate to contact me etc etc"
She's bluffing. She wants you to panic about losing the order and offer you either a massive discount or a free cake. Show her that you will happily lose the order rather than give her a freebie and go through with it if you need to.
A word of warning though- if she turns up, photograph her next to the intact cake. Make sure the photo is datestamped. Preferably have a witness. And obviously, only accept cash.

BillSykesDog · 24/02/2017 20:47

I'm desperate to see pictures of the cake!

PollytheDolly · 24/02/2017 20:48

Can we see a pic? Just being nosey.

Sorry she's done this and agree, take deposits. Genuine clients won't mind.

joystir59 · 24/02/2017 20:49

I would refuse to deliver the cake, and also remind her of the terms of engagement you had established with her, and see the whole experience as a learning point. In the future you can include a disclaimer in your cake contracts to the effect that you require specific instructions regarding cake flavour, style, colours etc. Where the customer cannot provide these details you require payment in full up front. Where details ARE provided you require a deposit up front.

I am a freelance artist and have learnt to pin the client down as much as possible when they request a commission. I also require a deposit up front to cover costs in case they are unhappy with the completed work.

tabithakitty · 24/02/2017 20:50

I'M with untiltgecowscomehome and monkey puzzle.

Some folk are such dickheads.

You do need some decent terms and conditions and def now take deposits.

DoloresTheRunawayTrain · 24/02/2017 20:51

Agree with the others. She isn't going to pay, she's looking for a freebie and some drama. In future, a deposit is paid which covers materials. All designs get signed off and full balance is paid on finalising the design & ingredients and before the item is made. If you wish to say collection only, get the customer to sign agreeing to that along with the final design paperwork. If you do deliver, clearly state your delivery charges and add that on to the final bill . This process makes it much harder for someone to pull a stunt like this, instead, they will just moan at the initial pricing stage and go on about how Great Aunt Petunia who smells of moth balls could make it for a fiver (then either flounce off muttering or pay up muttering).

SteppingOnToes · 24/02/2017 20:55

What a total tool!

I'd love to see pic of the cake - I'm so envious of those who are creative with food :)

LoupGarou · 24/02/2017 20:56

Genius idea from fabulously could drum up extra business too Grin

Ronniesleaddress · 24/02/2017 20:56

The idea of using it to get FB likes is amazing....call her bluff and stand your ground. Send her a polite straightforward message and say you have other clients to catch up with due to unexpected overtime this week. She'll either come get it and pay you, or you'll get an amazing amount of free advertising. I can highly recommend trying a sponsored post on FB to get ten times more views and likes to your page. Do a press release with a lovely picture and send it to local media.

It's a win-win situation for you either way as that amount of publicity is priceless. It's clever marketing as well. Your hard work will be paid for either way.