07/02/2022
To our lovely customers
We endeavour to make sure all of you are always happy but we are only human and sometimes don’t meet peoples standards.
We’ve never experienced any problems like this before or had to put up with hurtful comments and rudeness when all we’ve tried to do is solve the problem. Everybody’s comes back because they love our cakes they are homemade and fresh and made with love. They take time and are never rushed.
This weekend we’ve experienced an unhappy customer. We are by no means professional cake makers nor claimed to be. We offer to make cakes for everyday purpose or special occasions. We follow a brief from our customers but always state that it won’t be the exact image they had in mind as we like to be slightly different and quirky. We add our own take to it. We’ve never had any complaints from all the cakes we’ve completed only positive comments.
This customer ordered a birthday cake and cupcakes to accompany it. They wanted a unicorn cake with a purple main handmade with butter icing in tones. We wouldn’t send anything out unless we are happy with it. When a customer accepts it and says they are happy with it there’s no more we can do. This was the case. Until several hours later when they changed their mind because they felt it wasn’t good enough. Now had this been the case and we were told about it instantly we would have rectified the situation to the best of our ability and to make them happy with the product. They kept the cupcakes because they were perfect … they matched the colour scheme on the cake.
Yes the cake didn’t look like the exact cake they wanted but when the cake left our environment it was accepted and paid for. They understood this and still accepted it. Obviously due to the change of mind they requested a full refund which we cannot do due to the fact they kept half the product and weren’t satisfied with the other half. We were willing to reimburse half the cost of the main cake which would cover ingredients. This doesn’t account for labour costs or materials.
As you know us both we would go out of our way to ensure a happy customer. We can do no more, we feel hurt with the comments and rudeness when we both work hard, have second jobs and a family to look after as well as supporting our local community and customers.
We’ve apologised and we’ve tried to rectify it. There’s no need to name and shame because we admit it was us, and there’s nothing wrong with the product it just not up to a parent approval the child was more than happy.
We didn’t want to do this but feel as a small business we need to tell our side. We aren’t professional we never claim to be, untruths were spoken and we are hurt that the negative always out weighs the positives…
Thank you for your continued support. With all our love x
