The customer posted a photo of the back of the cake to her Facebook page to “steer well clear” of The Whisk Studio, as she was disappointed in the cake she paid $100(AUD) for.
Bakery owners got on the front foot 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 made that a customer was unhappy about,” the team wrote.
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The bakery turned a negative into a positive.
“Please note the picture circulating is a photo of THE BACK of the cake and not a good representation of the situation at all. The photo highlights the back of a 2D topper not being painted. (This is not standard practice for us).”
The staff admitted they had responded to the complaint immediately but had not heard back from the disgruntled customer.
“The cake was served. And a full refund was demanded, threatening ‘social media bashing’ if that did not happen. We felt that was not reasonable and gave a 30% refund,” they shared.
‘This has now resulted in posting negatively about our business all over social media without providing the full context. This is very damaging to our small business. We are but two mums doing our best to make every cake an exceptional one.’
The attempted cancellation backfired when cake aficionados came to the bakery’s defence. Currently, the original post has thousands of comments, in support.
“I’m in Australia and want to see more from you mummas, small businesses rock!!”
“Deckled edges have been popular again since Harry and Megan’s wedding cake. And you did it well. 2D toppers can certainly have a “back”. Mine always do. Usually covered in candy melts for stability and to glue on skewers. I’d love to see the front of this cake.”
“I love how their attempt to bash and your care actually gave you awesome publicity!!! So glad to see the good guys win! Following from Mississippi to see more beautiful cakes,” from another new follower.
Run by two mothers, the bakery is based in Cape Town and has followers from all ends of the globe now, from New Jersey to New Zealand.
“That’s still cool even if it’s the back! I’m in Australia and want to see more from you mummas, small businesses rock!!”
Others slammed the woman who complained.
‘Some people don’t want a solution, just a reason to complain. The back to me isn’t very important. It looks good,’ one woman said.
‘Sounds like she is the type of woman to keep the tags on for an event then return the clothes,’ said another.
An image of the front of the cake was not shared.
Originally published as A bakery has won hearts after a bad review went viral and turned on the customer
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