1st Bad Review!
Oh my gosh… I’m reeling.
My bride’s mom just dropped off her equipment tonight from the wedding cake I did for her daughter’s wedding on Saturday and she totally went off on me. The cake was apparently the worst cake they’d ever had, the colors were wrong and the groom’s cakes (sheet cakes done in camo with the browning/doe heart symbol) were sunk in the middle and everything tasted terrible (all the guests wanted to know if a child made the cakes and if they could get milk for the dry cakes). She said the cakes weren’t the sizes they expected (even though they ordered by servings needed and I provided the right sizes ordered on the order form). The topper also didn’t get put on and they are distraught about that… even though it wasn’t written in the order form that they had one and they didn’t bring it to me (as requested in the contract). They just left it on the table and I didn’t put it on because it was a flat piece of acrylic and it kept falling off and damaged the back of the cake. I didn’t bring any white buttercream to adhere it with because they didn’t tell me about it. I told the woman managing the venue about the issue with the topper, and have her signature.
I’ve been in business for 3 years… I knew this day was coming. It’s my first bad review. My worry now is that she’s bad mouthing me all over town about how I ruined her daughter’s $30,000 wedding. I worry that she could sue me or something!
She didn’t want money back, and I didn’t offer any, either. No refunds unless you bring the cake back whole. I did apologize and I explained that colors weren’t guaranteed (they signed a clause that said so in the contract) because the red edible ribbon did fade a lot. But, everything else was the way they ordered and I couldn’t give them more than they ordered.
How do you deal with bad reviews? I feel so sad!
Leslie Bruckman, Owner of Nom Nom Sweeties
13 Comments
oh no, I am so sorry to read this. How dreadful for you. I have had cake disasters but so far people have been too polite to complain. Mothers of the Bride get very strung up, I know that much! Difficult to sue when you appear to not be in breach of any contract but without seeing all the facts and photos and the order book it would be difficult for any of us to say about that one. Actually a cake I am delivering today is worrying me, to be honest. I broke away from her request as I didn’t like the look of it .. I have already told her this on the phone and am taking it round to her this morning to show her, but have allowed time to change it if she hates it … I may be back on this blog sobbing my heart out too!!! Onwards and upwards! Chin up … put it down to a bad experience. Your cakes are beautiful xx
'It Always Seems Impossible Until It is Done' Nelson Mandela http://www.facebook.com/CakesByFifi
Hi there… I am so sorry to read your story. This is something we all fear as cake decorators…. Fear of failure or someone not liking our creations.
I come from years of experience in the commercial public sector as a commercial artist and ran a design studio for a large textile company in South Africa and got used to the knocks and unhappy client…. It’s impossible to please everyone all of the time and also learnt that it in no way reflect on the talent of the creator (me or any other artist in my studio). It’s just not what the market is looking for and it just mean going back to the drawing board and putting it all down to experience.
In your case I feel this lady has expanded her discontent and elaborated in a very unkind and hurtful way. My heart goes out to you having to be subjected to this unkindness…. This is not the first time I hear this and to people who are talented, such as yourself. I have seen your cakes and creations and they are beautiful and I really hope this woman does not put you off creating more cakes moving forwards… There are some people out there that are just plain mean and unkind.
I have not as yet had any complaints, and sure that day will come. But I’m not going to sob and wail about it..just write it off . Just brush it off hon…you’re bigger than that and hold your head up high ….
There is a very good expression… “You can please most people most of the time… But you can’t please all people all of the time …”
Take care and look forwards to seeing more cakes and hope we get to see this cake she hates so much… Take heart xxx
You must never limit your challenges, instead you must challenge your limits
Yes it’s true that some folk just don’t want to be pleased, the chances are the mother of the bride had a bad day in other ways and was lashing out, really rubbish for you tho :(. I’ve had one customer a couple of years back who I really think was just looking for trouble, I was v upset at the time but looking back I really don’t think it was personal – I think she was just one of these people in their own bubble of discontentment :D and I realise that probably everyone else thinks the same of her as I do :D she said she was going to tell everyone at her party about how crap my business was unless I added more ( not paid for) stuff to her cake, tbh it came to nothing and I don’t think anyone was listening to her if she was bad mouthing- and if they did listen then you prob don’t want them as customers anyway.
It will feel really awful but it really will move on and there are loads more weddings, people will love your cakes and they will bring happiness to their day :) As Calli says you can please some people.. I think some certain people just don’t want to be pleased
Facebook.com/happyhillscakes
I can only make judgement by looking at the cakes you have posted on CakesDecor. Your work looks professional and well presented. You obviously take pride in the quality of your work, so I doubt that you would serve up anything less than what you are happy with.
The event is done and dusted… move on… if it was as bad as what she says, she should have bought some of the cake back to show you.
Don’t let this woman spoil your week. ♥
Julez, https://www.facebook.com/pages/Allways-Cakes/450634018350115?ref=hl
The cake in question is this one which I posted this weekend to the site:
The groom’s cakes I didn’t get good photos of, but they were camo buttercream with the red browning/ doe heart symbol on them.
Apparently the wedding cake is not what they ordered (even though they ordered a white fondant cake with black damask and red ribbon with calla lilies and daisies placed in small bunches around the cake). The red did fade, but I don’t guarantee colors, especially red. Though, after this I’m contemplating ordering black and red fondant and making gumpaste with tylcose powder because I can never seem to get those colors close enough with the white gumpaste as a base. :/
Luckily a few friends came to my rescue last night and helped put it in perspective. Even some of my worse cakes from just starting out were loved and well liked by everyone who ate them. I’ve done 40 wedding cakes since starting and hundreds of other cakes… party and sheets for birthdays and whatnots. If this is the first blemish on my record then I shouldn’t let it get me down. I think last night I was just so shocked. She was so mean about it. I’ve taken notes on everything she said, and my responses and references to the contract so if in the future something comes up I can reference back and remember. I took photos of all the stuff she brought me, just in case also and it will all go in her file.
I think I’m done with it now. Today is a new day and I start a few new cakes.
Thank you, all of you for your advice! I really appreciate it.
Leslie Bruckman, Owner of Nom Nom Sweeties
What a terrible experience for you but so pleased you’ve drawn a line under it, putting it all down to experience and moving on… It’s beautiful and she’s never going to be happy xx amen to it all and pleased you are walking away from it all xx
You must never limit your challenges, instead you must challenge your limits
Sorry to hear about this… On YouTube inspired by michelle has a video for making real gumpaste from fondant… More than just tylose powder. I used it for the last roses i made and i think I’ll never faff about trying to make strong colours myself again. The paste works very nicely as long as it’s not super humid (her new recipe is better for that) x
This is beautiful and I am glad you had friends around you to help you through the hurt. There is no shame in crying or being upset. quite the opposite in fact. As I said in my first comment, put it down to bad experience, onwards and upwards!! :) xxx ♥
'It Always Seems Impossible Until It is Done' Nelson Mandela http://www.facebook.com/CakesByFifi
Wow-Maybe Moms forgot her meds? Beautiful cake and seems to hit all the notes they requested. Chin up-your work speaks for itself.
Lynnette
Thank you everyone! My friends plus all of you helped me feel so much better. Thank you.
Sawsen, I will definitely check that out. Thank you for the tip.
Cake Intrege… I think so. Total momzilla. Lol.
Leslie Bruckman, Owner of Nom Nom Sweeties
