I made a cake last night for a repeat customer. It was her sons birthday today and as he's an only boy it's a very big deal to her. I put my all into the cake and the finished product was amazing to look at - I really was very proud of it when I delivered it today. She was thrilled and so was her little boy.
Got a missed call from her this evening, called her back. She told me that she was sorry to call me but she wasn't happy with the inside of the cake. It is a two layer cake made separately with different flavourings and one layer she didnt like.
Genuinely, I feel awful - I have a knot in my stomach since the call. I know the day was very important to her and I wanted it to go well which is why I put so much effort into it - proabably too much as I spent 3-4 hours last night just decorating it. As well as that she has always been a pleasure to deal with and always loves my cakes. She was not nasty at all on the phone, but sounded a little down about it.
When I delivered the cake she told me she would be ordering another one soon from me for another birthday, so when she told me she wasn't happy with the cake she got today I offered to make the next one free of charge. She was happy to hear this but I still feel bad.
Its the first time someone has had a complaint about my cakes and its not settling well for me, I'm very annoyed at myself.
Should I refund her the money she paid today? Or is the offer of the free cake enough?
Got a missed call from her this evening, called her back. She told me that she was sorry to call me but she wasn't happy with the inside of the cake. It is a two layer cake made separately with different flavourings and one layer she didnt like.
Genuinely, I feel awful - I have a knot in my stomach since the call. I know the day was very important to her and I wanted it to go well which is why I put so much effort into it - proabably too much as I spent 3-4 hours last night just decorating it. As well as that she has always been a pleasure to deal with and always loves my cakes. She was not nasty at all on the phone, but sounded a little down about it.
When I delivered the cake she told me she would be ordering another one soon from me for another birthday, so when she told me she wasn't happy with the cake she got today I offered to make the next one free of charge. She was happy to hear this but I still feel bad.
Its the first time someone has had a complaint about my cakes and its not settling well for me, I'm very annoyed at myself.
Should I refund her the money she paid today? Or is the offer of the free cake enough?