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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To not want to issue them a refund?

247 replies

Onlyjoinedtopost · 31/07/2018 21:13

I run a cake business, and today I had somebody collect a cake order. 3 tiers, 2 tiers iced with fondant and the middle tier iced with buttercream icing as specifically requested in their original order. As it was fairly last minute, she did a bank transfer of the whole amount when I said only a deposit was necessary and then final payment on the day.

I offered to deliver it as the party was around 40 miles away and I have a special cool box in my car and am also aware of being delicate when delivering a cake as I know I need to be gentle etc. She insisted on collecting it herself, fine by me that’s your personal choice. I advised her to put cake (in heavy duty box) either in the boot or on a flat surface so footwell or something, so it was as flat as possible. She put it on the back seat and put the seatbelt round the box.

She messaged me after she got home to say the cake box slid off the seat onto the floor which crushed the cake to the point it was beyond being saved. She has demanded a full refund as I have ‘ruined the party’. Wibu to not refund her? I am genuinely gutted as I know how upset she must be, but I had taken every step I possibly could to ensure the cake made it in one piece, supportive dowles inside, extra cake boards between each tier, heavy duty cake box, advice about transporting etc

OP posts:
TestingTestingWonTooFree · 01/08/2018 08:33

She’s gutted at having ruined a lovely and probably expensive cake. Not your fault or problem though.

Turn off reviews?

sausagerole · 01/08/2018 08:34

Just a tip, OP. Whenever I read business replies on a review, they can sound really accusatory and rude, even if the points they are making are totally fair. And this often puts me off a bit.

In your response to her, you could say something along the lines of...

I'm really sorry to hear your cake got smushed. Next time you order a cake please feel free to take us up on the offer of delivery we made, as this is in order to ensure that our cakes arrive in perfect condition and avoid an unfortunate accident with the cake in the car, as you had. Furthermore, we have taken your feedback on board and are now ensuring that customer also receive a written copy of our transport and storage instructions, in addition to the verbal instructions. Whilst I know that in this instance you confirmed you were aware of the transport guidelines,this will help us ensure future customers are aware of their responsibilities once the cake leaves our premises.

Obviously it depends what her review says (if she outright lies and says it was smushed on collection then it's a bit different) but hopefully something like this will make the situation clear but without the hostile sounding "You did/didn't do XYZ"which you read on loads of disputes! I think it also shows your willing to use these issues to improve your practice,even when you're not at fault -which personally would make me even more likely to use you!

Original poster
Onlyjoinedtopost · 01/08/2018 08:34

@Tumon, no she said right from the day she ordered that she would collect it herself

OP posts:
Tumon · 01/08/2018 08:37

This person seems very unreasonable. I wouldn’t offer a refund but as a gesture of good will maybe a discount off any further orders or something like that?
Stressful to go through this though. If she did slate you on social media you could always reply with a link to this thread Grin

Stoveding · 01/08/2018 08:38

Do you have a photo of he cake before it left you? If she gets shorty on social media - post that along with the response as above, and people will accept she was the idiot here.

PuppyMonkey · 01/08/2018 08:40

I knew this would be about cakes - it’s always about cakes. Grin

My DP runs a decorative glass business. Can you imagine if his customers tried to get their money back because they broke a glass piece he’d previously worked on? Once it’s left him, it’s left him. Same with you OP.

Let her go to social media and then simply explain your t&cs in a post.

Or just put LOL underneath. Grin

longwayoff · 01/08/2018 08:43

This client deserves her own CF thread. Maybe its true, maybe not. Sweet fa to do with you tho.

Springersrock · 01/08/2018 08:45

We’re currently dealing with a CF at work - not cakes though.

He went for the cheap option and tried to use it for the one thing we told him the cheap option couldn’t do (it’s not water proof, he tried to use it on a boat Hmm)- and he’s now demanding a refund

We told him no, he left a stinky review on FB - I politely replied to the review and lots of other people commented to say they agreed with us and he was taking the piss.

Stick to your guns - do not issue a refund!

Ginger1982 · 01/08/2018 08:46

Do not refund her. Do not do it!

Laiste · 01/08/2018 08:47

If you've got lots of great reviews and one shite one it will tend to make the reviewer of the shite one look the prat OP. Honestly. Especially if you answer with a gracious and carefully crafted reply like the one above. Take it as an opportunity to publicly show how kindly you deal with fools :)

I admit i actually enjoy reading the 'shit review in a sea of good reviews'. They're always entertaining:

101 reviews of shampoo for blonde hair -
100 five stars,
1 one star.
The one star says ''i used the shampoo for blonde hair yesterday and my black hair is still black. This is shite and doesn't make your hair blonde'' HmmGrin

SchadenfreudePersonified · 01/08/2018 08:54

If you give this CF a refund, you could be opening the floodgates for further CF-ery.

Don't do it.

If she give you a crap review, link to MN and we will counter-review en masse.

dontknowwhattodo80 · 01/08/2018 08:55

Laiste Grin

Springersrock · 01/08/2018 08:55

Yes, I love reading the shit reviews too.

We’ve got all 5* FB reviews, except 2

1 the one I mentioned above, and another from a customer who left us a scathing review because we don’t sell the item she wanted to buy - we’re not a shop, it was not relevant to our business at all

I think you can get them removed, but they’re stupid and most people realise they’re not real reviews

BMW6 · 01/08/2018 08:58

OP if she posts a bad review and is truthful about how the cake was damaged no-one reading it (whose custom you would like) would attach any blame to you. They will see that she is a cf trying it on. If anyone is put off using your service by her review believe me you wouldn't want their custom anyway cos they are cf like her.

If she is NOT truthful then you must reply to her review and give the truthful account.

Win win for you.

LoveInTokyo · 01/08/2018 08:59

I like Amazon book reviews where loads of people have left glowing reviews of the book and one person who bought the book from a third party seller leaves a one star review saying, “Took two weeks to arrive and some of the pages were dog-eared when it was described as like new.”

Not a lot the author can do about that, mate.

Springersrock · 01/08/2018 09:05

I love the Amazon reviews - was looking for some jodhpurs for my daughter yesterday and saw a 1 star review and they were just stupid

‘bought as a gift for my niece and she hasn’t worn them yet’

Don’t leave a fecking review then numpty!!!!

kittyhello · 01/08/2018 09:07

It really annoys me when people take the mickey with small independent businesses.

If she had bought the cake from M&S would she be asking them for a refund? I think not. So why is it okay to ask you?

NoSquirrels · 01/08/2018 09:08

She also has a very large social media following, so the only reason I considered any refund was due to the fact that a refund may overall cost me less than all the bad publicity she would give me

That’s basically intimidation. I’d politely reply being very very upset to hear that your beautiful cake didn’t get to be admired, reiterating all the transportation instructions you offered and sympathising once again but reminding her that you can not refund all the cost of ingredients and your TIME. Offer her free delivery on a cake for her next event.

If she says anything on SM, I’d post my reply to her initial request.

Most people will side with you!

runningkeenster · 01/08/2018 09:10

I like Amazon book reviews where loads of people have left glowing reviews of the book and one person who bought the book from a third party seller leaves a one star review saying, “Took two weeks to arrive and some of the pages were dog-eared when it was described as like new

Yes and it works the other way round, too. Years ago I sold some second hand books on the now sadly defunct greenmetropolis.com. I got 5 reviews from everyone but someone gave me 4 because the book (as in the story, not the condition of the book) wasn't as good as they thought it would be! Sigh.

OP do not give a refund of any kind.

LoveInTokyo · 01/08/2018 09:14

I got 5 reviews from everyone but someone gave me 4 because the book (as in the story, not the condition of the book) wasn't as good as they thought it would be!

🙄

HappyEverIftar · 01/08/2018 09:14

I think this is one of those rare AIBU in which the mn collective unanimously agrees.

You are definitely not BU, customer is effectively bullying/intimidating you. Stand firm.

If you're concerned about feedback, your other positive reviews will show future customers you have a sound product. At least, that's what I do when I am considering an online purchase.

Do not give in!

Minisoksmakehardwork · 01/08/2018 09:18

Hell no don't refund.

I bet the woman wanted to collect and deliver herself as she was passing the cake off as her own work. Being a numpty in delivering has cost her dearly not just in the cost of the lost cake but among her social group as the 'baker'

PrivateDoor · 01/08/2018 09:18

OP turn off reviews and comments on your page for a few days until it blows over. Feel free to post a comment on your page as nicely as you can along the lines of REMINDER - we offer a delivery service to ensure that your beautiful cake arrives at your home/venue in perfect condition. If you prefer to collect the cake yourself then you need to........... to ensure a safe transfer. Should the cake become damaged when it has left my care, then I am unable to issue a refund. I would definitely post this if she posts anything on her page about you, though I appreciate her settings may mean you don't know if she does so.

shitwithsugaron · 01/08/2018 09:22

This reply has been deleted

Message withdrawn at poster's request.

CanineEnigma · 01/08/2018 09:23

I understand why she would be upset - the cake will have no doubt cost her a lot of money, and she's gone and bloody smashed it. But she shouldn't be coming back to you about it.