Pamkakes

We received an order for a for a Teenage Mutant Ninja Turtle cake for October 18th2014. This order was from a repeat customer and a personal acquaintance of one of our employees, Last year, this customer ordered a cake from us and we had a budget of $80 to work with. The cake they ordered was...

$40.00 – therefore leaving us with $40 for gum paste work and handmade decorations. This year, the customer's budget was $50.00. When the cake was ordered, the customer ordered a half sheet cake which is priced at $38,00 plus a dozen cupcakes which costs $12.00. That left the customer with $10,00 for decorations, She was told an edible image was $10.00 and that we would decorate the cake to match. That made her order corne to the $50.00 budget that she had given us to work with. If we would have done more to decorate the cupcakes we would have gone over her budget. The custormer kept telling us to “make it look amazing". We did this with the best to our ability within the budget we were given. The customer was given exactly what she paid for and ordered. When the customer came to plck up the cake, she was shown the cake in our store. We ALWAYS check the cakes along with the customer before they leave with their order. Nothing was sald at that time about any disappointment, Had it been said, we would have tried to fly the Issue. About an hour later we got a phone call from the customer's husband. He told me that he was very disappointed with the cake. He Sald he wanted his money back. At this time I apologized for the fact that he was disappointed. | explained to him that we take great pride in our work and NEVER want our customers to be unhappy wlth their cakes, I explained to him that he was given the best cake for the budget we had to work with. He just kept saying that it wasn't what it should have been and referencing last year's cake. I told him why last year's cake was better—because we had more of a budget for decorations. Last year we had $40 dollars to work with; this year we had $10. At this point his wife got on the phone with me. She was extremely rude. I, again, apologized that she was unhappy. I explained to her that she got exactly What she paid for. She just kept telling role she could have gotten the same cake at Walmart for cheaper. I explained to her that we are not Walmart. We are a small family owned business custom cake shop and can't compete with their prices. She was fully aware of our prices at the time of her order. I offered for her to bring the cake back and I would do my best to add to It and make it better. She told me that she wanted a refund. I told her would be more than happy to refund her money. All she had to do was bring the cake back. I would give her a full refund. She told me that she needed the cake for the party. I told her that I would refund her money for the decorations since that was what she was unhappy with. That price was $10.00. She then told me that she didn't want the cupcakes either, since they weren't what she wanted. I told her if she wasn't happy with them when she was here – she should have told me. I would have fixed them. However, they were what she paid for, She told me she wanted a refund for them. I told her to bring them back and I would be more than happy to Issue a refund. I gave her our store hours and explained we would be closed the next 2 days. At this polnt, she began using profanity with me and threatening to slander my business, I decided it was time to end the conversation. I explained to her one last time that I would refund her $10 for the design and the $12 for the cupcakes when she returned them or our next business day. The employee that she was an acquaintance with did message her on Facebook asking her what was wrong. On our next business day the customer's husband came into the shop. He came In wearing a handgun on his hip in a holster in a way that I felt I was being intimidated. He was Issued a check for the $22.0D that was owed to him. I apologized to him for the miscommunication about this order. I explained to hirn that I did not take the order, nor did I decorate the cake. However, I did explain to him our prices and showed him that he did.In fact, get exactly what they paid for. I told him that they couldn't expect to pay for a $60 order and leave with a $100 order, I did tell him that did not appreciate the foul language and the yelling that took place towards me, once again apologized to him for the fact that they were unhappy with their cake. He accepted the apology, also apologized and left the shop. I assumed this Issue was closed since he took the refund and cashed the check.We feel that this customer expected to get more than what she paid for due to this "friendship". We take great pride In our products and customer satisfaction is our highest priority. That being said, we are a business and do not give away things for free.For the reasons stated, I do not feel that any other refund is necessary,

Review: I ordered a cake for my son's birthdayI explained what I wanted and what my price range was, and Pam said she would do something cool like she did last yearLast year's cake was amazingI went to pick up the cake and cupcakes, which were $togetherI was unhappy with the cake, and the cupcakes were not what I orderedThe image on the cake was rolled up and it was just a bunch of colors mashed together that were supposed to be bricksMy now year old son was devastated because of the quality last year, which is the only reason I went to them againThe cupcakes were supposed to be TMNT as well, and they were plain white icing with sprinklesThey could have at least made the icing greenIt was a TMNT themed partyIt was an hour before the party, so I had to take themMy husband called and said he wanted something doneAimee argued with the both of us on the phone, only offering a discount for next yearI will never do business there again and I told her thisThen, she offered us the $back for the image on the cake and to return the cupcakesI had to physically drive the cupcakes back up even though they were not what I ordered to get refunded for them, and there were people at the party who did not get cake because there was not enough and that was what the cupcakes were forWhen my husband went to take them in, Aimee again started arguing with him over the whole situationMeanwhile, Pam herself was sending me messages on [redacted] being nasty to me about me being unhappy about the cakeI still have these messages, if neededAs a manager of another business, I know that this is not the way you run a businessThe customer is always right- even if they are wrongMy son will only be young once, so I would like him to have the best experiences possible for his birthdays and other holidays as well.Desired Settlement: Since I had to drive there return the cupcakes and did not have enough for my guests and I was unsatisfied with my cake, I would like a full refundI understand their point on making me pay for at least the cake and refunding me the $for the image, but it was the way they treated me that ultimately makes me want to get the full refund backHad they have been more professional about it, I would have taken the cupcake refund and the $for the image on the cakeI would like the $back
Business
Response:
We received an order for a for a Teenage Mutant NinTurtle cake for October 18thThis order was from a repeat customer and a personal acquaintance of one of our employees, Last year, this customer ordered a cake from us and we had a budget of $to work withThe cake they ordered was $– therefore leaving us with $for gum paste work and handmade decorationsThis year, the customer's budget was $When the cake was ordered, the customer ordered a half sheet cake which is priced at $38,plus a dozen cupcakes which costs $That left the customer with $10,for decorations, She was told an edible image was $and that we would decorate the cake to matchThat made her order corne to the $budget that she had given us to work withIf we would have done more to decorate the cupcakes we would have gone over her budgetThe custormer kept telling us to "make it look amazing"We did this with the best to our ability within the budget we were givenThe customer was given exactly what she paid for and orderedWhen the customer came to plck up the cake, she was shown the cake in our storeWe ALWAYS check the cakes along with the customer before they leave with their orderNothing was sald at that time about any disappointment, Had it been said, we would have tried to fly the IssueAbout an hour later we got a phone call from the customer's husbandHe told me that he was very disappointed with the cakeHe Sald he wanted his money backAt this time I apologized for the fact that he was disappointed| explained to him that we take great pride in our work and NEVER want our customers to be unhappy wlth their cakes, I explained to him that he was given the best cake for the budget we had to work withHe just kept saying that it wasn't what it should have been and referencing last year's cakeI told him why last year's cake was better—because we had more of a budget for decorationsLast year we had $dollars to work with; this year we had $At this point his wife got on the phone with meShe was extremely rudeI, again, apologized that she was unhappyI explained to her that she got exactly What she paid forShe just kept telling role she could have gotten the same cake at Walmart for cheaperI explained to her that we are not WalmartWe are a small family owned business custom cake shop and can't compete with their pricesShe was fully aware of our prices at the time of her orderI offered for her to bring the cake back and I would do my best to add to It and make it betterShe told me that she wanted a refundI told her would be more than happy to refund her moneyAll she had to do was bring the cake backI would give her a full refundShe told me that she needed the cake for the partyI told her that I would refund her money for the decorations since that was what she was unhappy withThat price was $She then told me that she didn't want the cupcakes either, since they weren't what she wantedI told her if she wasn't happy with them when she was here – she should have told meI would have fixed themHowever, they were what she paid for, She told me she wanted a refund for themI told her to bring them back and I would be more than happy to Issue a refundI gave her our store hours and explained we would be closed the next daysAt this polnt, she began using profanity with me and threatening to slander my business, I decided it was time to end the conversationI explained to her one last time that I would refund her $for the design and the $for the cupcakes when she returned them or our next business dayThe employee that she was an acquaintance with did message her on Facebook asking her what was wrongOn our next business day the customer's husband came into the shopHe came In wearing a handgun on his hip in a holster in a way that I felt I was being intimidatedHe was Issued a check for the $22.0D that was owed to himI apologized to him for the miscommunication about this orderI explained to hirn that I did not take the order, nor did I decorate the cakeHowever, I did explain to him our prices and showed him that he did.In fact, get exactly what they paid forI told him that they couldn't expect to pay for a $order and leave with a $order, I did tell him that did not appreciate the foul language and the yelling that took place towards me, once again apologized to him for the fact that they were unhappy with their cakeHe accepted the apology, also apologized and left the shopI assumed this Issue was closed since he took the refund and cashed the check.We feel that this customer expected to get more than what she paid for due to this "friendship"We take great pride In our products and customer satisfaction is our highest priorityThat being said, we are a business and do not give away things for free.For the reasons stated, I do not feel that any other refund is necessary,