05/29/2026
😣Due to overwhelming inquisitions regarding the recent interaction with a Ms. Vickey Held, I am addressing this matter publicly. It will be the final time I will talk about this because it has already had way more attention than it deserves. I do want to warn all my fellow small business owners to avoid any business transactions for this person. She seems to be on a mission to single handedly destroy everything we work so hard to build. I recently learned that I am not the first business on her hit list, and I'm certain I won't be the last. 🤦♀️
🎂On Tuesday @ 1:50pm Vickie called the shop and asked to speak to me, (the owner.) When I came to the phone I was immediately greeted with a woman who was screaming at the top of her lungs. At first I couldn't understand what she was saying because she was screaming and rambling. Once I got her to calm down a bit, I understood that she was upset that the cake was not decorated in purple, and she wanted 8 more cupcakes than she had received. 😌
🧚♀️Mistakes DO HAPPEN! We are humans folks. However, in this case I was the person who took her order, OVER THE PHONE, not in person. I always ask does the recipient have a favorite color that we should decorate in? He reply was, "No, I just need it to say Happy Retirement instead on MOM." she never mentioned wanting additional cupcakes.
🎂I wanted her event to be successful so I told her, "I apologize for the misunderstanding on the color decor, but I can rectify her needing extra cupcakes. I asked where her event was happening and she told me she was at Osgood's. I immediately grabbed 8 additional cupcakes and had my employee run them up to her, I did not charge her for the additional cupcakes ($32.00 value)
😎When my employee returned, she informed me that Vickie was irate and stated she would be in to "CONFRONT" me the next day. In preparation for her visit, I pulled her order and set it aside to show her that there was no specific color or extra cupcakes ordered. Since the following day was a Wednesday, and we are closed on Wednesdays, I anticipated her visit on Thursday. I was correct.
⏰Thursday afternoon I was told by one of my employees that someone was out front and asked to see me. This happens all the time so I thought nothing of it. When I came to the front I was greeted by a woman I didn't recognize. I asked her what I could do for her and was immediately under attack. And I do mean attack! Vickie started by telling me(very loudly) who she was and was here to resolve this huge screw up. Her words, not mine. I let her get all her words out and asked her was there anything else she had an issue with. She only stated that she wanted to know how I was going to FIX this situation.
🚩🚩🚩Sooooo.. Vickie's original CLAIM, that the color decoration on her cake was incorrect, and she didn't receive the amount of cupcakes she wanted. It doesn't matter to me who was right or who was wrong at this juncture, there was a miscommunication somewhere and I believe I did the best to rectify the situation by giving her the extra cupcakes at no charge, and delivering them to her at the venue BEFORE the party started. I made her aware of this and informed her that as far as I was concerned, the matter had been resolved.
🧐🧐This reply didn't sit so well with Vickie, and she went on yet another ramble grabbing at straws, She accused me of telling her she could pick up the order on a Wednesday at 4pm, ( take note here folks, The party was on Tuesday .) and she couldn't understand why I would tell her to come on that day at that time if we are closed. Now, if I Had told her that, which I didn't, then her order would have been late to the party, No? She went on further to tell me that everyone she knows tells her how we make mistakes all the time and don't care how we screw over the customer. Then she says, " I was a small business owner and if I made someone's Latte wrong I would throw it out and remake it for them for free. " So I asked her was there anything wrong with the cake? She stood there for a minute or two without responding. I asked her twice more if there was anything wrong with the cake itself before she actually answered me. He response was, yeah, the cake was dry. Now.. I know for FACT that the cake Wasn't dry, because I was the one who frosted that cake.
😮I came to the conclusion that this was a person who was either looking for attention or out to get as much as she could for no cost. My 45 years in customer service makes me very experienced in this area. So just to make sure that I wasn't assuming anything I asked her, " What did you come here today in hopes to achieve?" Her reply. and I kid you not, was, " I want to order this again and I don't want to pay for it."
🥰In conclusion to this saga, I want to state that I will bend over backwards to make people happy. It's why I opened a Bakery in the first place. But under no circumstances will I be bullied or railroaded by someone who is just out to "give it to the man." So yes....... for the very first time in my 45 years of management, I kicked a customer out of the business and told them to never return.
