People don't realize that what we do is so personal, we give 100% of ourselves to be creative, so when they get mad it feels like a personal attack. It's a very tough business.

@KarolynsKakes

7 ай бұрын

It's easier to handle when you try to take the personal feelings out of it. It's business!

Ever the professional! Kudos to you for realizing that lady was going through something you had nothing to do with. In those situations I usually say something like, "It sounds like you're having a difficult day and I can hear your very upset. How can I help make your day better? Then afterwards I pray for them. Everyone is going through struggles and fighting battles we know nothing about and we have to keep that in mind when responding to anger or rudeness. If you had taken it personally and yelled back or gotten defensive it would have given her the ammunition she was looking for to use against you. You dealt with it perfectly. ❤ My mother always says, "Kill them with kindness." Besides, it always feels good to come away knowing there's nothing you need to make amends for. 😊❤

@KarolynsKakes

7 ай бұрын

Yes! I learned a lot from a previous toxic relationship I was in. Sometimes people want to argue! But they can only be in an argument if you join in. Swallowing your pride is hard, but it helps resolve everything a lot faster.🙏

Sounds like you are developing wisdom. You are wonderful! Don’t allow anybody to make you feel otherwise. I’m a retired decorator and have had similar incidents. You do what you can to fix it and move forward.❤

@louiselemon9717

7 ай бұрын

Wisdom...I like that!

@KarolynsKakes

7 ай бұрын

I've learned that you stay in control of any situation when you keep your emotions in check. And try not to linger in the negativity. Process it and move on!

I would have handled the pound cake exactly as you did. Handle it and move on. 😊 But don't quit over that! You do so many things so well and shouldn't beat yourself up for something out of your control. ❤

@KarolynsKakes

7 ай бұрын

This all happened during a week where my aunt was in the ICU and I narrowly escaped an accident where I could have been T-boned and instantly killed. So I have been on edge a little bit and this just made things a little worse!

You did the right thing. Not worth the aggravation. Sounds more like buyers remorse and they just wanted their money back. Had a fabric shop. Had a customer tell me I sold them damaged fabric and they wanted their money back. In was an "in person" purchase, fabric was an expensive wool, that was examined by me and hand measured, rolled and cut in front of the customer. They brought it back with a large stain that smelled of fresh coffee. 😂. I exchanged the fabric and appologized. Kept the customer and had many referrals from that sale. Sometimes you are better off biting your tongue and smiling your way to the bank.

My kinda person!! Always take the higher ground and be the bigger person❤

You did the best thing. You did your best to accommodate your customer even if you took a loss. You sleep better knowing you did your best.

What an excellent video! I will feel so much better prepared for possible client issues. This is such important information. I would cry and cry so hard at both situations :) You are a gem! I watched the pound cake video, and you boxed those up perfectly. It looks like USPS had a game of dodgeball with that box! I don't handle getting yelled at well at all, but it is so true that if they are yelling it is probably a "them" problem and not a "you" problem. Keep calm and carry on!

@KarolynsKakes

7 ай бұрын

I really feel like Ace Ventura was delivering that box LOL! You gotta be able to process it and move on. Don't dwell on it or it will drive you insane.

Every single bad customer experience I have had, has been with last minute orders. I will not take them, anymore. One was almost the exact same scenario as you described. Lady wants a last minute cake for her dads 70th party and orders. Next day, the sister calls wanting to change everything, but I had already started it because it was last minute. I drop it off at noon, sister calls me at 6pm that night saying there was hair flying out of the cake. Like every bite they took, hair was flying out. So ridiculous. (The cake sat outside in the backyard for hours during the party) She had a problem with my cake before I even started it. I just gave them all the money back and made sure to put them on my black book list!!

@KarolynsKakes

7 ай бұрын

Yikes! I've been there, you can't make a miserable person happy no matter what. I have the most issues with last minute orders! They frequently are in a rush to order the cake, but want to take their time paying. And always have poor communication, it's so frustrating!

I’m still in the beginning stages of starting my baking business and it’s been so scary for me, you hope to not run into people like this but humans will human. Thank you so much for your wisdom and god bless you 🫶🏾

@KarolynsKakes

7 ай бұрын

You can't avoid it in business, but you can handle it the right way! You got this 💜🙏

Man these are the tough ones! It’s a tight rope walk between being professional and giving the attitude back!! I am glad you decided to do the professional thing because in the end the only behavior you can control is your own. Thank you for sharing the tough stuff along with your wonderful talent!!

Exactly why I don't ship. I can appreciate how well you handled the situations. You my dear are amazing!

It’s also a risk people should acknowledge they’re taking by ordering a cake that has to be delivered by mail. Good thing it doesn’t happen to you often. Keep up the great work!

Please don't give into people like that. You have more people who appreciate and need you. For those that tend to be hateful say a prayer for them.

So sorry. I had a incident like this, with a valentine order. I used the post office, and because of this I don't use Them anymore, only UPS.

My brother once irdered a cake from me for his wife. I mailed it from south jersey to north jersey. I get a notification that no one was home toget the package and they couldnt redeliver. This made no sense. They shoukd have left the box and why cant they take ut back? Anyway, this woman (my SIL) would not go to the post office. (Don't ask why) I again tried to get it delivered and when they wouldnt, i told the lady to throw it away if she could without getting into trouble because it was cake. She said they had to return it to me. Ok. It didnt arrive so i assumed she threw it away or ate it. 6 weeks later, they redeliver to my brother's wife's house and the box looked like they had used it to plat football with. I filed a claim and got refunded.

@KarolynsKakes

7 ай бұрын

Good to know you were able to get compensated! I understand things happen in transit, so it's nice that they took responsibility.

You handled your business perfectly.

@KarolynsKakes

7 ай бұрын

Thank you hun!

Isn’t priority shipping insured? I would take that up with usps. You don’t deserve to take a loss for their carelessness.

@marlettaengland1513

7 ай бұрын

It’s not insured. You have to pay extra.

@Momtojoshcanpark

7 ай бұрын

​@@marlettaengland1513no that is incorrect. Priority comes with up to $50 insurance free. So you'd only have to cover the extra

@KarolynsKakes

7 ай бұрын

It's insured up to $100, I believe. I did file a claim and am waiting to hear back!

Thank you for sharing this advise 🥰 you are amazing at what you do 🥰🥰xx

Karolyn, I am so grateful for your positive energy! Hope you have been doing well after a tough year

@KarolynsKakes

7 ай бұрын

You're so sweet, thank you so much honey!🙏

When I'm fussing over whether one of my amateur efforts is good enough, I take a breath and think of your mantra "It's just cake". 😊 Sorry you've had a tough week!

Karolyn... you handled BOTH of these #perfectly. 💯 The ONLY loving advice I have (in response to the text screenshot) is something a 4 year old taught me during my days as a Pre-K Teacher: Another child hit him and he came to me crying. While mediating, after the other child apologized he yelled out with passion, "It's NOT okay!" --- 😳 I froze and began reflecting on ALL of the times adults teach children how to apologize, and afterwards, we tell the victim to say, "That's okay." 😔 I learned that day you can accept an apology WITHOUT saying it was "okay." After all, if it's "okay," what was the need for the apology or offense? --- Again, you did well and you DESERVED that apology, and THEN SOME. 💯💜💕

@KarolynsKakes

7 ай бұрын

As a people pleaser, it's something I struggle with and am working at! I over apologize and you're right, it's okay to not say it's okay!!

@GiftFromGod4U

7 ай бұрын

ABSOLUTELY!!!!@@KarolynsKakes The wisdom we acquire along the way paves the road for more peaceful days. Keep being AWESOME!

thanks for sharing.

You and I must’ve had the same week! Thank you for sharing. Wow!!

@KarolynsKakes

7 ай бұрын

Sending hugs!💜

Thank you for sharing those incidences & how you handled them. 🥰❤❤

@KarolynsKakes

7 ай бұрын

💜💜

Hey Karolyn! A big fan of yours! I too am a home based custom cake designer, like you! I have come across few incidences like this. It happens. Move on! Respect you and admire you for what you do, how you deal with situations like this and for what you're! Keep doing what you do. You are the best! Hugs! ❤

You handled these situations so well Karolyn. You are such a wise woman and we learn so much from you ♥️

@KarolynsKakes

7 ай бұрын

Thank you love! 💜

wow Karolyn, your def. the best! what a great video. I learn so much from you thank you for sharing your experience. I always look forward to see your next video!

@KarolynsKakes

7 ай бұрын

That means a lot, thank you!🙏

I had a similar situation happen a couple weeks ago. She last minute ordered 2 dozen baby yoda royal iced cookies. I got them done plus sent her over a dozen more free since I always make more for just in case. I shipped priority on Monday and supposed to be there Wednesday and post office didn't deliver til the next Monday which didn't make it in time for her party. I had to refund her money. My problem is that we're doing it right and the post office is to blame yet we have to take the hit for it. It's very frustrating cuz I worked for 3 days on the cookies and sent her an extra dozen free.

@KarolynsKakes

7 ай бұрын

Right?! I think there has to be some kind of contract stating that you can't guarantee arrival and once it's out of your hands, you are not responsible for what happens in transit. There is a risk to be taken on both ends when it comes to shipping baked goods!

@8702shelly

7 ай бұрын

@@KarolynsKakes exactly 💯 but we always have to take the hit. I tried telling her that but she wasn't having it. She said it's your fault so she wanted a refund. I grit my teeth and sent her the money back lol. I love watching your your extreme creativity and have learned so much from you. Thank you for all you do. ❤️

I think you did the right thing. Although it was the postal service's fault, it is not the customer's fault. It is your responsibility to refund your customer & you take it up with the postal service. That is the right thing to do because she didn't get what she paid for at all. I'm glad you made it right.

@KarolynsKakes

7 ай бұрын

Yes! Thank you Helen!

Thank you. This was encouraging.

@KarolynsKakes

7 ай бұрын

Glad it was helpful!

You took the high road!!💜

Great customer service skills!

Your ideas and inventions are the best 👌

@KarolynsKakes

7 ай бұрын

Thank you so much!

😮 thanks for sharing, don’t give up, there are many other happy costumers for sure that are always fascinated with your cakes probably more than me because i just watch the video then enjoy them 😘

@KarolynsKakes

7 ай бұрын

Thank you so much!

Oh dear I'm so sorry you had to go through that!! You handled it very well!! Yea its always hard for me to keep my cool( from a professional standpoint) when ppl are rude. But because God is good, and helping me with my words, I somehow manage.... Because I'm not all the way fixed yet!!lol He is still working on me!! Anyway, you are wonderful!! Don't dare even let those ppl get u down. Thanks for sharing!! I'm buying you a coffee!!

@KarolynsKakes

7 ай бұрын

Love youuuuuu! 💜💜

Thank you, Karolyn! I do the same thing. I sit and think about the situation before I respond to an email or text.

@KarolynsKakes

7 ай бұрын

You have a clearer head when you take some time.🙏

I'm so sorry you had to ensure this..ugh! Thankfully everything was resolved,but sorry you had to lose your hard earned money. Love your NJ girl.💜

@KarolynsKakes

7 ай бұрын

Thanks boo! 💜

You are my mentor. Thanks for sharing your horrible experiences. ❤

@KarolynsKakes

7 ай бұрын

We all go through it, so I feel it's important to share. 💜🙏

That sucks about your pound cake. But you took the high road by refunding it all. I agree that’s not a hill I want to die on either. And the Second Lady definitely didn’t trust her son in law with her daughter’s cake. And you got caught in the middle lol. You made the right decisions! Thanks for sharing 😊

You are a true professional and I am in awe of you, and your personality shines every time. People are so rude and ignorant and really show their true colors. Keep doing the great work you do! We know the kind of artist that you are and that's why we are loyal to your channel.❤❤❤❤❤

@KarolynsKakes

7 ай бұрын

Thank you honey!🙏

Great video... unfortunately, we cannot control how other people act, what they do or say, but we can definitely control how we react. In most cases, if we remain calm and try to resolve the problem rather than try to win the argument, everything turns out fine in the end.

@KarolynsKakes

7 ай бұрын

Exactly!

Please don't feel bad. You were very patient and fair with both of these customers! I have looked out many an airplane window before take-off and have been in shock about how rough and careless the package loaders are. It doesn't matter whether it's the post office, Fed Ex, Amazon, etc. They throw them, stack them too high on the carts and cram them in - I am amazed when any package arrives without damage. Keep doing what you are doing😊

@KarolynsKakes

7 ай бұрын

Thank you! It just was a shock because it NEVER happened and it was so bad!!

Your advice can be used in many situations of life. I think you handled yourself brilliantly. I wish they would have sent the damaged cake back so you could have sent it to me lol. I'd eat anyone of your cakes damaged or not. Thank you for sharing and keep on caking 💜

@KarolynsKakes

7 ай бұрын

Next time I'll forward them your address! 😂

Well done! I think the right thing is to return the whole amount for the pound cakes. I probably would have picked up the phone to advice the post office of what happened, even though it wasn't insured. Mom there was just feeling out of control because she didn't have the last say over her daughter's 40th birthday. I'd bet money THAT conversation has happened over and over since daughter got married. I'll pray next week is better!

@KarolynsKakes

7 ай бұрын

Thank you love!

You and your cakes are amazing

@KarolynsKakes

5 ай бұрын

Awww thanks Kev! 😊🙏

@Flyingangelskevin

5 ай бұрын

@@KarolynsKakes your welcome 🌈❤️

I’m glad I saw this video. I’m about to ship a 3 layer carrot cake. I bought a cake shipping box and those plastic cake containers. I’m also going to freeze the cake and pack it with dry ice packets. Fed Ex it overnight and hope that it gets there in one piece 🙏🏼

@KarolynsKakes

7 ай бұрын

Overnight shipping with dry ice should work! My cake was in the mail for 5 days, it's hard to survive that long. Let me know how it turns out!

It is a punch to the gut to refund. But ultimately I will take that hit before I argue with someone. I also typically put them on a no order list after that.

@KarolynsKakes

7 ай бұрын

I've made cakes again for people who I refunded. I don't like to blacklist people. I've done it before, but the situations were horrible!

@maggieburris1081

7 ай бұрын

@@KarolynsKakes yes the situation has to be really bad. But sometimes it has to be done. Excellent video

I have received so many damaged packages, including melted into solid chunks of mini chocolate chips and candy melts this year, plus packages labeled “this side up” placed on the wrong side! Yes, package mishandling is on the rise! Get some FRAGILE stickers. Then hope the people can read them! As others have said, file a claim with USPS for late delivery and destroyed kakes. Good job dealing with hard stuff!❤

@sheilaalonsotorres9251

7 ай бұрын

Most of the carriers do not care!!!

Thanks! Can you talk about how you might decide to decline future services to a problem client and how you would communicate that to them after resolving a complaint? I'm talking about the person who is happy with the resolution and calls you up later for another order... Should you just say you don't have availability or bluntly tell them you don't want to serve them again...or what? What about saying "I'm glad we got this issue resolved but please understand that we are not a good match for future services."

@KarolynsKakes

7 ай бұрын

Thank you so much for your gift! I will address this in a video. 😊

So sorry that people take their frustrations on you. I've had people do that to me. It's better to put it behind you and move on. I've had thousands of happy customers and less than a handful of unhappy people. I need to remember that I am great at my job or I wouldn't still be doing cakes!

@KarolynsKakes

7 ай бұрын

Exactly! It's a small percentage of bad apples.

Recently I had a lady get lost on way to my home to pick up the cake. She blamed me for getting lost and not redirecting her each time she sent me a photo of an area she was in nowhere near my home. Finally two hours later she was on my street and still couldn’t find my home so I stood at the end of my driveway. When she got here she was in a rush and late for her event so I was quick to give cake and exchange payment. Next day she sent my two nasty messages about how I was monotone and didn’t apologize and shouldn’t be in this business as I was very unprofessional and then she began attacking the cake taste and being very condescending. After reading the messages and not responding (I wanted to take time to respond). She immediately send another message about how shocked and horrible I was for not responding! I did send a professional response eventually thanking her for her constructive criticism and then blocked her.

I've been in the cake business for years as well and have learned at lot in the process. I refunded customers in the past, but I cannot be held liable for the USPS/UPS/FEDEX. I put it on my website as well. I don't argue anymore, not worth the stress. How does she know you packaged it wrong? If he/she was repeat customer, sure I would of refunded. I personally wouldn't of put this online because of how you are. Some customers are not honest, and seeing that you seem to be a non-confrontational person, it would benifit the customer to argue. Again, everyone handles angry/disgruntled customers different. Just think of all the time/$$ you put into that cake. Now is it worth losing $70 just to make 1 customer happy? Not in my opinion. Sorrry, I just had some flashbacks and not tring to dig into you to make you feel bad, I love watching your videos. Like you stated, just use this as a learning lesson for the next time.

@KarolynsKakes

7 ай бұрын

I feel like people just want to be heard and understood. And I know that I would be upset if I spent $100 for a shipped cake and it arrived like that! She has ordered from me in the past and we have resolved this issue and are still on great terms. So I do feel like losing $70 to make her happy was worth it! But I understand all situations are different.

Take a pic of the product wrapped and in the box, a pic of the box after it has been sealed, and include the pics in the email with the tracking number! You now have proof the product was packaged appropriately! You can't be held responsible for the way it looks when it arrives!

@KarolynsKakes

7 ай бұрын

Good tip, thank you!!

I have a wedding cake business and fortunately have had few problems with clients. However, caking can be very stressful, especially when things go wrong as they often do. Of course clients aren’t aware of the problems because we stay up all night to fix them 😅It all seems like such a dream until you actually own a business and deal with clients versus just making cakes for friends. I wish I had kept caking as a hobby now instead of turning it into a business.

@KarolynsKakes

5 ай бұрын

There are definitely a lot of tears behind the scenes! Things do go wrong, but thankfully it’s few and far between.

I worked my way through university working for a large courier company for 5 years similar to Fed Ex (called Purolator). Boxes are brick loaded into a trailer then you scoop up 10 high stack with your arms and throw them onto a belt loader. Basically like throwing a football. Test your cake packaging by throwing it 10 feet like a football and slamming it onto the table. Should mimic how items are handled. Also, we ran over packages with a forklift many times. We were told customers need to package correctly as boxes are supposed to withstand this. Oh, and I’ve kicked many boxes down the street with my foot towards a front porch. So practice kicking to. We were supposed to deliver 16 stops an hour which was priority. Also, I was one of the better people handing packages. When I watched your cake video last week I was literally thinking how gutsy you are to send the cake through the mail thinking back to my university courier days.

@KarolynsKakes

7 ай бұрын

This is great information, thank you for the insight! I've always had luck with it up to now, but I can totally understand that the drivers are inundated with packages and deadlines and the last thing they are worried about is being gentle.

Most times I go the way you do and just issue a full refund. It's not worth your irritation and reputation, so I just refund too. As for mailing, I don't do it. My son worked in the industry and I promise you the mail handlers do not care if your package is marked "fragile". They will toss your package. They will drop your package. And they will mishandle it. I would reconsider tighter packaging if you continue to mail. And I just had a real nasty experience with a customer mishandling their own 3 tier cake they picked up. It was properly stacked, supported and packaged yet they left and returned with it looking like it was dropped! It was a mess. And of course it was my fault because they "dont know how it happened". They drove slow and hit no bumps. We all know a cake does not basically explode driving slow. It was so frustrating. They NASTILY insisted it was all my fault. I needed to make it more sturdy. I re-iced and decorated the 2 layers I could salvage, gave them a full refund, and sent them on tneir way. The next day they messaged me again to lecture me about how I need to run my business and how I ruined their party and they wanted even more compensation since the cake wasn't what they ordered. I told them they already got a full refund and a cake so I would not be compensating any further. They were not happy. I resided myself to the fact they would never be happy and I had to let it go. I was initally crushed but then realized I did the best I could. I have over 30 yrs. Experience as a master sugar artist and baker. It still hurts when this stuff happens. I've only had at most 3 instances with problematic customers out of the thousands of orders. It still sucks. I made nothing on a cake I put alot into. Ugh. And it seems people are getting worse nowadays with expectations. Stay strong!

Do you have a video to show how you make the pound cakes and ice them? Also your recipe

@KarolynsKakes

13 күн бұрын

Yes I do! However, it's a video that can only be accessed through the recipe eBook, which you can purchase through this link: buymeacoffee.com/KarolynsKakes/e/127071

I would have not argue with it. But the delvieries during the week of Thanksgiving was hectic. Keep that mind for next time holidays shipping orders come around. I sent something to my mom, from Houston to Washington state. And same.thing i used the same box you usefor 3 day Max Shipping. And every time it takes only 2 days. I always sent monday and she gets warly on Wednesdays. I sent her frozen food,by the way. She was panicking the food would go bad. Because Thursday came and nothing, friday afternoon and nothing, until friday late evening this box arrived. Thankfully the food was stil in good condition and cold (the food was al lfroxen wen sent , and same box youused im this video, i duct tape seal all box so to sealthe temp of food. But my mom did tell me never again ill have you sent me food during a holiday week. Never! Alsi, keep in mind this year seems people dditn do in person black fridayso everyone was dping lots of Shipping!!! So you can imagine if the drivers and handlers where up to thier nerves 🥴 with all the extra load of work that week. Sometimes, we just keep our sanity, end fix the problem by sucking up to our own anger or frustration 😩.

Get postal service insurance to cover damaged packages.

Hi Karolyn i am a beginner with cake decorating. I will start with decorating with fondant on sugar cookies. Is this advisable? People have said it is very difficult to use the airbrush. Please advise me. Thanks again.

@KarolynsKakes

6 ай бұрын

Hi! I don't make cookies, so I'm not sure how it works with fondant decorations. I personally don't think the airbrush is hard to use, you just have to get used to the pressure of the spray so you don't add too much color!

In customer focused businesses, you'll find they can be rife sometimes with customers taking out their personal shi* on you. However, objectively speaking, the first customer got hers 3 days late during a holiday week..plus damaged. I would instantly have refunded her in full without quibbling over shipping charges. I feel you were out of line there. 30 years in customer relations/PR, management and training. Finally, your business has grown. You can't afford to let these little things keep you awake at night. Ask yourself, "what is this issue really going to matter in 5 years?." Don't take things personally. Most times, it's not.

@KarolynsKakes

7 ай бұрын

You're right, thank you so much for the insight! As a people pleaser, I struggle with conflicts and sometimes dwell on them a little more than I should. 🙏

Sorry this happened to you! It never happened before because your packing technique is extremely secure. The box in the background of her pic looked in tact, so I'm willing to bet she took it out and dropped it herself and complained to get her money back. I make all my customers agree to my no refund policy prior to their order being placed.

I just had a client who I sent invoice with the details of the order. Clearly she did not review it. When I delivered the cake she then said I missed a colour. I gave her a discount because it wasn't worth the back and forth. Some of these clients will trash you for the smallest thing. Just not worth it to me.

@KarolynsKakes

7 ай бұрын

Yes! I had an order where I put the age they told me on it and it was the wrong number. And I did exactly what they said, but still had to take the hit. So I totally understand this.

That package was run over or thrown. It’s not your fault or her fault and both of your feelings were valid.

File a claim with the post office for the damaged cake. That is obviously them not handling your box correctly. Have them eat thr cost of their misdoing, not you. I am curious what the box looked like. I bet it wasnt square any more.

@KarolynsKakes

7 ай бұрын

I did file a claim and am waiting to hear back. She did say the box wasn't damaged. But that doesn't mean that they didn't drop it or set something heavy on top of it or mishandle it in other ways!

@boldfacedtruth

7 ай бұрын

@KarolynsKakes I was curious about the box just because of the way the cake looked. I'm glad you filed a claim.

Wow! I'm sorry but I'm so glad I never went into business for myself. I hate customers who are flat out jerks. The woman who called about her daughter's cake was way out of line. At the point she started in on me I would ask if she was paying for the cake. LOL I'm too old to take crap from anybody anymore. Glad you have the bandwidth to deal with that because I'd be shutting people down left and right. Kind of like that soup guy from Seinfeld!

@KarolynsKakes

7 ай бұрын

I will say this...99% of the people I deal with are AWESOME. I've become friends with many of my customers. But there's always that 1% that will give you a hard time. It's hard to bite your tongue, but like I said, I won't let her tear down what I've worked so hard to build!

My regular customer sent her relative over to me for a last minute trending burn heart birthday lambeth cake, with crown and butterfly accents. I delivered to them and they were so happy. My customer contacted me to tell me her aunt thought the cake was pretty and they did the burn paper but no one ate the cake and it had too much vanilla in it and the cake was too big, so she wants a half refund back. I apologized and told her if no one ate the cake, I can take that full cake back and make her a replacement vanilla cake but I cannot give her a half refund. She refused the replacement cake. I dont feel i should refund any money because i spent so much financially and time, energy and delivery and presentation of this cake. i feel i didnt even charge enough for the last minute cake, i gave her thank you card and even free cupcakes to go with the cake. I never charged a late order fee or anything. Would you have still given her money back after paying so much to make this cake design? Thank you 😊

@KarolynsKakes

4 ай бұрын

The cake was too big?! I frequently make cake bigger than what's ordered and no one has complained about getting more cake than they paid for. Did you put too much vanilla in the cake? I've never heard anyone complain about that. If you didn't, then that's a bunch of B.S. Sometimes, people are just looking for something for free or a discount. I think it was right to ask for the full cake back because that would be proof that no one ate it. However, it sounds like she refused to give it back to you. (Which probably means it was eaten.) You were trying to resolve the issue and gave her some options, which sound fair. You went above and beyond for her already. I wouldn't give money back unless the full uneaten cake was returned to me!

@chea591

4 ай бұрын

Yeah, she’s trying to argue with me now, so I’ll just refund her 25% tops and God bless her. Send her on her way. I can’t take these unnecessary arguments.

@chea591

4 ай бұрын

Thank you for your feedback. Her niece is my valued customer so I just refunded her back 25% for the sake of peace. She’s accusing me of cheating her and giving her more cake than she wanted. I followed the complete instructions of what was requested and they confirmed so yes, she’s just trying to get money back. I’ll just take the loss and move on. It’s not worth it. It’s sad because you do your best and it’s hard to know when something like this will happen. I also make bigger cakes than requested and all my customers are happy. No one has ever complained about too much vanilla or anything like this.

Definitely file a claim priority shipping comes with insurance. They will refund you.

@KarolynsKakes

7 ай бұрын

I filed a claim and am waiting to hear back!

You probably won’t get it, but you should file a claim with the post office. I ship a lot of items on eBay and pack items very securely. Take a picture before (packed) and after the damage. It was late and damaged they should refund you the shipping. I wish more people would make claims, the po literally throws packages, and I’ve heard if you put fragile stickers on the packages they throw them even more. It’s sad and maddening.

@KarolynsKakes

2 ай бұрын

I actually did file a claim and they refunded it to me! I was shocked.

@diyadventurelife9387

2 ай бұрын

@@KarolynsKakes oh wow!! Good!

It's cake!!! If you are getting a cake shipped to yourself, you should know there is a big possibility that it might not make it in perfect shape! People are so dumb sometimes. Like when people order a BUTTER cream cake then ask why is it melting in the heat.....🤦🏻‍♀️

@KarolynsKakes

7 ай бұрын

I think there's a risk on both ends. It just sucks when someone else messes everything up! I've learned my lesson and will try to pack them a little better. Luckily all of my other pound cakes made it to the destination safely!

At least try to file a claim for the pound kake because you did everything right including refunding the full amount even though it was definitely mishandled by the post office. I think you will get something back.

@KarolynsKakes

7 ай бұрын

I did file a claim, so hopefully I'll get a refund!

I would have refunded the money and canceled their order. I don’t like being yelled at

@KarolynsKakes

7 ай бұрын

The thing is, she didn't even order it! The guy who ordered it was very kind. And she was a lot nicer after she calmed down. I think people just want to be heard. So I listened. You stay in control of the situation when you keep your emotions in check. It's hard, but worth it!

@evitachery4984

7 ай бұрын

@@KarolynsKakes you are very kind.

Yeah just refund the entire balance and wash your hands of that customer. I want business owners to understand that in todays world of Social Media, Google Review and Yelp, its better to be out of $108 than have a customer trash you on Social Media and you loose 1/2 your customer base. If 1 person isn't happy and tells 5 people those 5 will tell 10 etc etc. That's how I think about it. I made 1 honest bad review of a rib place in my city and within weeks it had 1k views on Google Review. That's how fast news travels good or bad.

@KarolynsKakes

7 ай бұрын

Totally agree with this!

I hope you remember her name and not take another order from her!

You should have given a full refund. She is right. First off you got free insurance up to $50 in that box and you, should insure the box anyway, that's on you. I would have been livid if I was her also. I've shipped for years. I ALWAYS get insurance because it is the shippers fault not the buyers REGARDLESS what happens when it leaves your hands. For now on add insurance to your cost and cover your butt.

@KarolynsKakes

7 ай бұрын

Thank you! It is insured and I did file a claim, I am just waiting to hear back from USPS.🙏

I don’t deal with rude customers and I tell them if they continue there will be no order. I don’t let people walk all over me, and whether or not they are having a bad day, I’m not there to be the scapegoat for them. People think they can get away with anything these days.

This is why I have contracts