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

[Squidpinky]

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!!!

🙃

Placemarking....

Good luck today!

Hope that you get some money, Op!

I bet she tries to give you £80 'and the rest later'. Do not let the cake out of your sight without full payment. Just tell her you're donating it to charity if she doesn't buy it.

Place marking.

Right well she said she's collecting at noon tomorrow. If she doesn't collect on time, as I haven't got time to wait in all day then I shall put it on Facebook as Fabulously suggested then copy the link for you all to see 😆

Make sure you take a picture of her with the cake before she leaves. Tell her it's standard business practice in case there are any later disputes about the state of the cake (she drops it/rolls about in the car, etc)

And cash only.

Good luck, OP. I hope you get paid in full.

Be aware that on facebook you cannot ask for likes and shares!!!! But you could ask people to comment and tag someone who might like it or similar

debbs why can't you ask for likes and shares? I see pages do it all the time. Is it against the rules?

Gosh some people are cheeky aren't they? The buyer is either really bloody stupid in not giving a good specification or really devious in planning to complain. Interested to see what she says if/when she turns up!

shamelessly placemarking

Hope she pays full price. Practise your steely eyed look.

Not placemarking. At all.

If she starts getting narky about paying just say that you're going to name & shame her on Mumsnet

Be prepared for her to not pay up. She's doing whatever she can to make you drop the price for a better cake with extra add ons. Which would have been her ploy from the start.

So basically in her head she decided 'I need a cake for a party. But I can't afford a really good one. I'll arrange a cakemaker to make a regular cake. Then I'll complain it's not good enough. They'll add to it for free. Then I'll say I can't pick it up, so when I have to collect it I'll refuse to pay the full original price. Because I want a cake for free/£20'.

This was all pre-organised by her before you even switched your oven on I bet.

So tomorrow, be ready for her to try and knock the price down even further. Don't hand over the cake until she hands over the cost of making it plus the extras you put on it. If she gets that cake in her boot before she's paid, you won't see more than 20 quid.

Placemarking - hope she pays up!

I second taking photos of the cake with her AND GET HER TO SIGN A FORM describing the cake is fine, etc.

I bet the next tragedy is that the cake collapses in the car (and it's your fault and you knew you did it wrong hence why you wouldn't deliver).

Yes or record the conversation -

Start positive. - So your daughter really excited about her party?

Thanks for collecting - I don't deliver unless really local

Are you happy with the cake?
Just so you know The extras took 6 hours - I'd usually charge X for them! But as you're here the cake is X as agreed
Yes I remember you said you didn't know what color amd I was to be artistic

Drive safe!

She doesn't get to lift the cake off your table until exactly what you ask has been paid, counted in front of her and she signs the former saying it's as she ordered, no issues etc. Good luck

Im new to MN can some explain place marking to me?

🎂🎂🎂🎂🎂🎂🎂🎂🍰🍰🍰🍰. Only 2 hours to go!

If she doesn't pay........Get yourself and her on Judge Rinder!

1. You'd get some great publicity
2. We would all see the cake.
3. Other service providers will be able to see who she is and be warned.

Inspired Paperdolly

Please do this OP - we would love to see you with your cake, being admired by the camp orange god of small claims!

(I love Rinder - I just LOVE him!)

I looked at that and thought that this post had been written by an Swedish furniture store and I had to assemble it before reading lol.

and not even an allen key . . .

Im new to MN can some explain place marking to me

You've just done it!

By commenting the thread now appears in your 'I'm on' list so you can follow the outcome! Welcome

Not long to go