A bakery avoided cancellation because a bad review went viral.
The customer posted a photo of the back of the cake on her Facebook page to stay away from The Whisk Studio as she was disappointed with the cake she paid A$100 for.
Bakery owners went out and took a screenshot and posted it directly to their page.
“There is currently a post circulating on social media about a cake we recently baked that a customer was unhappy with,” the team wrote.
The bakery turned a negative into something positive.
“Please note that the image circulating is a photo of THE BACK of the cake and does not represent the situation well at all. The photo shows the back of a 2D topper that is not painted. (This is not a common practice for us).”
Employees admitted that they responded to the complaint immediately but received no response from the angry customer.
“The cake was served. And it demanded a full refund and threatened “social media bashing” if this didn’t happen. We felt this was unreasonable and gave a 30% refund,” they said.
“This has now resulted in negative posts being posted about our company all over social media without providing the full context. “This is very damaging to our small business. We are just two mothers who do our best to make every cake extraordinary.”
The cancellation attempt failed as cake lovers defended the bakery. There are currently thousands of supportive comments on the original post.
“I’m in Australia and want to see more of you moms rocking small businesses!!”
“Since Harry and Megan’s wedding cake, covered edges have become popular again. And you did it well. 2D toppers can definitely have a “back”. Mine always do that. Usually covered in candy melts for stability and for sticking on skewers. I’d like to see the front of this cake.”
“I love how your attempt at spanking and caring has really gotten you some great publicity!!! I’m so happy to see the good guys win! I’m following from Mississippi to see more beautiful cakes,” from another new follower.
Run by two mothers, the bakery is based in Cape Town and now has followers from all over the world, from New Jersey to New Zealand.
“This is still cool even if it’s the back! I’m in Australia and want to see more of you moms rocking small businesses!!”
Others criticized the woman who complained.
“Some people don’t want a solution, they just want a reason to complain. The back is not very important to me. “It looks good,” said one woman.
“Sounds like she’s the type of woman who keeps the tags on for an event and then returns the clothes,” another said.
A picture of the front of the cake was not shared.