So I say, “I understand that you are unsatisfied with the way your cake came out looking. What part did not meet your expectations?”

The woman says “I am a single mom and this is not the colors I can show my five year old little girl on her birthday. She will be devastated if she sees this cake. These colors are not light enough.”

I explain “Each of our cakes are hand made and hand decorated. All of the colors we use are hand blended each day specifically to decorate the cakes we need for that day. You cake was decorated this morning by our best cake decorator. I wrote down your light color requests on the cake order. He always notes and accommodates color requests whenever they are on the cake order. I am sorry that the cake was not the exact colors as you imaged they should be. Why don’t you bring the cake back, we can look at it together, and you can show me your areas of concern.”

“I can’t show this cake to my daughter. I am a single mom and it would break my daughter’s heart to see this cake,” the woman explains, “I want you to give me twenty-five cupcakes for each of the children because I can not use this cake.”

“We don’t typically do that and I can not just give your twenty-five cupcakes without the cake back” I try to reason with her.

“I don’t know why your customer service is so bad. You just don’t want to take care of your neighborhood customers” the woman is yelling at me. I can hear her in the background trying to keep her daughter out of the room while mommy yells at the man to get her way.