A Colorado small business owner gained notoriety after recording a customer disrespecting her.

A cake shop in Fountain, Colorado is owned by Cassey Tingley.

A Colorado small business owner gained notoriety after recording a customer disrespecting her.
A Colorado small business owner gained notoriety after recording a customer disrespecting her.

An unruly patron's disrespectful encounter with a small business owner went viral on social media, prompting the owner to turn the tables on rude customers.

In Fountain, Colorado, Love and Flour is a cake shop owned by Cassie Tingley, who has been a self-taught baker for eight years. Tingley is known for her creative use of ingredients to produce distinctive cakes for her customers.

In March, Tingley gained national attention after a TikTok video she posted went viral. The clip features Tingley speaking with a potential customer, but the conversation turns sour when the buyer makes unreasonable demands for her cake order.

"The woman, unidentified, needs a cake for 120 people tomorrow and emphasizes its urgency."

Cassie Tingley records herself as she stands up to a rude customer.
Cassie Tingley records herself as she stands up to a rude customer. The video was then posted to TikTok and amassed over 15 million views. (Cassie Tingley/@thugmomog)

Tingley recorded a video after the conversation became hostile, which has been viewed over 15 million times on the platform. In the video, Tingley calmly informs the caller that she cannot deliver a custom cake within the 12-hour timeframe.

Tingley tells the woman that it won't happen with him, but there are other bakers in the city who can assist her, possibly.

Tingley explained to Planet Chronicle Digital that it would take multiple days for her team to deliver a cake with the customer's specifications, and she requires advanced bookings for custom orders. For instance, the woman was requesting fresh red roses for the cake, which would require Tingley to outsource to a local florist - something that could not be achieved by the next morning.

A custom design featuring a three-tiered cake created by Cassie Tingley’s small business, Love and Flour
A custom design featuring a three-tiered cake created by Cassie Tingley’s small business, Love and Flour, located in Fountain, Colorado. Tingley has been decorating cakes for eight years. (Cassie Tingley)

The conversation quickly goes south after the potential customer resorts to name-calling.

"Walmart could pull this off," the woman said over the phone.

The woman intensifies her remark after Tingley verifies the use of inappropriate language.

Tingley tells the woman, "You're the only b**** here," as she defends herself and her employees, pointing out that the woman is demanding an unrealistic cake delivery by the next day despite calling late at night.

The conversation abruptly ends, but not before the caller has a chance to criticize Tingley's tone.

A custom cake design created by Cassie Tingley’s small business, Love and Flour
A custom cake design created by Cassie Tingley’s small business, Love and Flour, located in Fountain, Colorado. Tingley has been decorating cakes for eight years. (Cassie Tingley)

Tingley, a small business owner, has had to modify her approach due to an increase in rude customers. After dealing with numerous disrespectful clients, she has started recording incidents to safeguard herself and her employees.

"Tingley told Planet Chronicle Digital that she had to change her game plan because she couldn't be a doormat for people and wouldn't allow cancel culture to take her down. She vowed to film and post everything that crossed her line to protect herself and her staff from being talked to in that manner."

I can't allow cancel culture to try to take me down. — Cassie Tingley

A week after the initial video, Tingley shared a video of the woman expressing her regret for her actions.

The woman in the clip is heard saying, "Since you won't remove the video, I'm sorry if I came across as entitled or impolite, as some people claimed."

Tingley tries to address the problem, stating that she couldn't deliver the product on time. The call ends abruptly when the caller hangs up on Tingley.

Cassie Tingley poses with a mixing bowl as she bakes a cake for her small business, Love and Flour.
Cassie Tingley poses with a mixing bowl as she bakes a cake for her small business, Love and Flour. Tingley began baking eight years ago and specializes in custom cakes with unique designs. (Cassie Tingley)

Viewers on the platform have shared their horror stories as customer service workers after being moved by the emotional reactions elicited by the original video.

"Businesses should stand up for themselves," one user suggested. "Some customers are just unhinged."

Another comment read: "I've always wanted to talk to rude customers like that, and that scratched an itch for me."

The positive reactions from viewers have touched Tingley, resulting in an increase in visitors placing orders to show support for her shop.

"Tingley shared with Planet Chronicle Digital that when she saw the immense support and the struggles of others, as well as the way they were treated and the length of time they had been in their respective industries - whether it was in call centers, hospitals, bars, or restaurants - it felt like there were thousands of comments."

A custom cupcake design created by Cassie Tingley’s small business, Love and Flour
A custom cupcake design created by Cassie Tingley’s small business, Love and Flour. Tingley went viral on TikTok after posting her response to a disrespectful customer. (Cassie Tingley)

Managers should prioritize safeguarding their workers, but ultimately, it is the customer's duty to show kindness.

""Kindness is the best and easiest option - it's free and easy to do, and you never know what someone is going through," Tingley said."

by Julia Bonavita

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