Complaint Review: New York Batter - New York New York

 Kimberly has left out key elements in her story in order to mislead potential customers and ruin my business. The cake she ordered was to be delivered on 7/27/13 but there was no time (which is why her complaint doesn't say there is one "documented in the contract") because she wasn't sure at the time she placed her order. Her sister subsequently gave birth prematurely so she was still unsure that the shower would even take place. I told her to advise me how we would proceed as soon as she could. She did not contact BY TEXT to confirm the delivery time at 11AM on the 26th of July but rather to advise that she wanted the cake delivered at 6PM. This was the first mention of a time to deliver. 

As one would expect, the delivery schedule for Saturday had already been planned but every effort was made to accomodate the client without inconveniencing the clients already scheduled for that day. I spoke to Kimberly and explained to her that we would not be able to send her cake out until at least 7:30. As her venue was an hour away this meant that she would not receive her cake until 8:30. She replied saying, "The shower is over at 9. If I take the cake at 8:30 will you give me back half of my money?" I told her absolutely not.

She then said "I told you I wanted the cake at 6PM so if I can't get the cake before 8:30 and you're not giving me anything back I don't want it. I want my money back!" I told her I would not agree to that. She said, Then I'll call my credit card company and get all of my money back!" I explained to her that alot of time and energy went into creating her cake and for her to expect a "late cake discount" for a cake that had no time indicated on the contract was unreasonable and unfair and she would have to get a judge to decide that she was entitled to a refund. She told me, "You heard what I said!" and hung up the phone. I was informed a few days later that she had in fact done as she threatened and disputed the charge on her credit card.

I sent in a copy of the contract she signed showing that no time was indicated and a photo of the cake in order to challenge the dispute. While waiting for the dispute to be setled, I became aware of Kimberly's campaign to slander my reputation undermine my business. Though I believe she breached contract, fighting for my belief was doing more harm than good. I decided to cut my losses before she did anymore damage. She was refunded $500 and I retained $200 which covered materials and compensated, somewhat for the time spent on her cake. Kimberly has accused me of poor customer service because I did not agree to her demands but I have many satisfied customers that would attest to my professionalism and the quality of my work.

People are quick to critisize businesses that don't do as the customers want regarless of how unreasonable their expectations are. I have a new, small business and taking losses like this is far more damaging than people think. My cakes are works of art that require alot of time and energy to create. I appreciate the expense and faith my clients have invested in my ability to produce an extrordinary cake that will wow them and their guests. My aim is to satify all of them but there is always going to be someone who can't be. Kimberly received a refund despite being responsible for the discrepancy. I hope any potential client will consider that and my side of the story when judging the validity of this complaint.