A New Orleans baker has gone viral after a customer failed to pick up a custom cake, leaving her out of pocket and prompting an online outcry. Abi Caswell, founder of BATTER a bakery X NOLA, received a call from a customer just three days before a required pick-up date.
The order, a 6-inch, double-layer vanilla cake, featured a blue and orange design and cost a total of £55. Creating the cake took Caswell over an hour, as the customerâs chosen colour combination presented a unique challenge. "The colours were very contrasting and didn't blend well," Caswell explained. "She wanted a smudged paint design, which meant I had to be really careful as the colours would turn brown if smudged together." The customer also requested hand-painted gold lettering on top, adding further complexity and time to the baking process.
On the morning of the scheduled pick-up, the customer called to request a refund on her deposit. Caswell, however, refused as the cake was already baked and ready. She instead offered a compromise, suggesting that she leave the cake unfrosted to avoid charging the customer the full price. The customer agreed, promising to pick up the cake that afternoon.
Later that evening, the customer called to confirm the cake was ready. However, despite repeated calls from Caswell to follow up, the customer never arrived to collect the cake. The cake sat in the cooler for several days until Caswell realised it was too late to salvage and resell.
Frustrated by the situation, Caswell took to TikTok to share her story. In the video, she revealed that the customer still owed her £40 for the cake, having only paid a £25 deposit. The video quickly gained traction, amassing over 7 million views and 13,000 comments.
Caswell initially regretted expressing her annoyance towards the customer but was comforted by the overwhelming support she received online. "It was nice to see so many people understand how hurtful this is to a small business and how frustrating it can be," she said. Many viewers expressed outrage at the customerâs behaviour, with some even suggesting Caswell take legal action.
However, Caswell remained resolute in her approach. "I would never do anything to ruin someone's credit or share their details," she clarified. "I just hope she saw the video and realised how wrong her actions were. That would be enough for me - that she doesnât do this to anyone else ever again."
Caswell, who had never encountered a similar experience in the past, stressed the emotional impact of the incident. "It was disheartening because we make all of our cakes custom and put so much time and care into them," she said. "It was also sad because this was someone in our community who chose to hurt a small business."
In closing, Caswell offered advice to fellow bakers facing similar situations. "Don't let something like this get you down for long," she urged. "Take a day to be sad, maybe vent to your friends, then move on. Don't let the small percentage of people who don't know how to act get to you. Focus on the majority who are happy to support your business."
Caswell's experience serves as a stark reminder of the challenges faced by small businesses. It highlights the importance of responsible customer behaviour and underscores the value of online community support. While the customer's actions may have caused frustration, Caswell's response showcased resilience and a determination to focus on the positive aspects of her baking business.