Good customer unhappy with product, Should I refund or offer free product?

I have no problem tailoring a cake to suit their needs as long as I can safely guarantee it, but because I make cakes containing nuts, etc. on a regular basis I cannot 100% guarantee their exclusion. Their may still be traces of the products though not actually used in the making of the cake.

If the customer is happy with this, then there is no issue (minor allergies). Should they require a cake that 100% guarantee's no nuts, etc. completely due to a very serious allergy I will not be able to do this and I will have to recommend they go somewhere specialised. I only mentioned the allergies in reference to someones comments on this thread.

I personally have no problems tailoring a cake for allergies - I have dairy allergies myself and also have a sister who is a severe Coeliac so I am very familiar with how difficult it is to find products that 100% guarantee the exclusion of certain products.

Business is business and I am not one to refuse it, I need all I can get.

I was stirring it up a little bit with my comment about allergies. It is good to see that you understand the business benefits available from meeting the needs of as many customers as possible.

I've no idea what would be involved in taking it to the next level, and preparing foods that are OK for those with severe allergies. I presume that no social situation can 100% guarantee that there are no food particles on (for example) a restaurant seat, or a door handle or whatever.

If the opinionated in-law didn't like the flavor of the cake then that's tough. If you ask me I would be in no rush to bake another for her. You don't need problematic customers like this.

OP, I think its lovely that you take cush pride in your work and that you are concerned about customer satisfaction but as others wisely advised be careful of people taking advantage of this. If a customer does not 'like' the taste of a cake then that is an issue with their taste and preferences and not the cake itself.

For example my boyfriend does not like mint which is handy as he will not steal any of my after eight easter egg . The fact that he does not like my easter egg does not mean that there is anything wrong with it though and does not warrant me going back to the shop with it and expecting a free easter egg next time just because he does not like mint flavour. I would imagine if a customer is going to invite 20 - 30 people to a party then inevitably some people will not like the cakes flavour or maybe some will not eat cake at all. Thats why you often see wedding cakes with the three or four cakes with different flavours as that way you have more chance of pleasing the majority.

The order forms are a great idea - get a record of what flavours and filling people requested and as you are doing it by email its easy for you to store them too so if you get a complaint in future you can refer back to their order.

The offer of a free cake is more than enough for this customer so please stop feeling guilty about it - you have to deal with this a little more business like I think even though its clear its a passion for you. Give them the free cake and next time they order charge full price and ask in advance exactly what they do or do not want. Don't spend ages on the free cake either 3-4 hours is madness

Don't lose the passion and enthusiasm you have for what you do though - its often what sets people apart from the rest

For example my boyfriend does not like mint which is handy as he will not steal any of my after eight easter egg . The fact that he does not like my easter egg does not mean that there is anything wrong with it though and does not warrant me going back to the shop with it and expecting a free easter egg next time just because he does not like mint flavour.


LOVE this quote!! puts it all in perspective