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cake fell after customer left with it - what to do - Page 2

post #16 of 61
EXACTLY...and I am always afraid of coming off as pushy..but I want to say something..then I sorta bite my tongue and think..it's theirs now..and bought with their $...but I have to wonder..knowing how most guys are about these things ( GUYS FROM THIS SITE EXCLUDED, SINCE YOU KNOW ABOUT CAKES ) but would their future MILS or brides...scream at them the way I want to?..lol
To do what you truly love is to never work!
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To do what you truly love is to never work!
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post #17 of 61
Thread Starter 
I usually deliver my tiered cakes but I have had a couple people pick them up. I delived a 3 tiered cake that was constructed the same way as this one with no problem (and delivered it 35 minutes away over hilly wavey roads) and i've had two tiered cakes picked up with the same construction with no problem (one was driven over an hour away). I feel sorry for her because she was so excited but I'm also disappointed because I put a lot of work into that cake - as I always do. Like adven68 said - i'm trying to figure out how it "slid off" with a dowel running completely through it. I get rave reviews on my cakes "just like a wedding cake", "I love the texture - moist but not mushy". I push my cakes into themselves when they come out of the oven to level them and it makes them denser. It was on a cardboard round with a dowel running through - I can't imagine it sliding off.

Thanks!
Debbie
Hope your day is a piece of cake!
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Hope your day is a piece of cake!
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post #18 of 61
skeptical teacher here:

where's the proof it "slid'??????????

may it have been "smoosed" by shifting packages?
or was it dropped?
etc.?

customer might be saving "face" here.
Keep on cakin'!
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Keep on cakin'!
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post #19 of 61
I wouldn't give any refund, just lots of sympathy!
Commiserating with her on the loss will have to do if this ever happens to me because I warn them about all that ahead of time.

Perhaps in the future you should say "if you choose to pick up your cake, then your are responsible for it". Otherwise, I will be happy to deliver and set it up for you!

JMO
Mix it, Bake it, Decorate it, Eat it!!!
LOL
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Mix it, Bake it, Decorate it, Eat it!!!
LOL
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post #20 of 61
I've heard that the center dowel actually turns into a razor and slices right throught the cakes at high speeds.
Sorry, but once the cake is in their hands it's their problem not mine. Everyone knows how fragile cakes are...it's cake no concrete for Pete's sake. I wouldn't offer a discount NO WAY NO HOW. Whether it was her fault or the other drivers fault.
I love the art of buttercream...
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I love the art of buttercream...
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post #21 of 61
I was just going to ask that doug. Did you see a picture of the damaged product? Did she bring it back to you to see? (i mean she was only 15 minutes away) If you doweled it like all your others and they have been delivered/picked up fine then I am wondering what exactly happened.

I personnaly would have done the same as you, offered to repair what I could. However you spoke with her about the traveling with it, and how it was doweled and you placed it in the vehicle. She was happy with it when she left, she paid for the services you provided, she was happy with your services, it is not your fault for her driving.

If you bought a car, drove 10 miles away from the delearship and got in a wreck and totaled the car, would you expect the dealership to refund any money? No because you paid for a product that was to your satisfaction, and it wasn't their fault you got into a wreck.

If they bring it up I would do as others stated. Explain how traveling with a cake takes a little more care than normal because they are not as stable.

Hope this all works out for you. I am sure if they were really happy with the cake then you still have a shot at the wedding cake--and wouldn't you be delivering it anyways icon_wink.gif

Leily
It's better to be Hated for who you Are,
Than Loved for who you're Not.
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It's better to be Hated for who you Are,
Than Loved for who you're Not.
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post #22 of 61
I totally agree with everyone that has said no refund. I always show my customers the cake and then tell them that once it is out of my hands, it is their responsibility to get home in one piece. I cringe everytime I see someone grab the box of a sheet cake by te sides, not underneath...especially just after I ask them to hold it in the middle. No matter how many boards you put down, if you hold it by the side the icing is gonna crack... at least a little. It sounds as if you did everything right and she was driving like a lunatic. Can't wait to hear what the co workers had to say.
My thoughtsand prayers are with the entire Hokie Nation. Let's go Hokies!
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My thoughtsand prayers are with the entire Hokie Nation. Let's go Hokies!
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post #23 of 61
Quote:
Originally Posted by Kellie1583

I cringe everytime I see someone grab the box of a sheet cake by te sides, not underneath.



Or when they say that they're going to put it on the seat...good Lord that's the worst place!!!
Or they pull up in a tiny two seater truck after ordering a huge cake too. Geez...
I love the art of buttercream...
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I love the art of buttercream...
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post #24 of 61
i have got to see a pic of this and how it collapsed. weird.
post #25 of 61
Thread Starter 
I'm going to post a picture of the cake now. Teal and black two tiered cake. (before the crash)

Thanks for all of your support!
Debbie
Hope your day is a piece of cake!
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Hope your day is a piece of cake!
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post #26 of 61
At the risk of sounding really stupid, how exactly do you push your cakes into themselves? Does this eliminate the need to level them? Just looking for a better way. Thanks.
Cake...it's not just for breakfast anymore!
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Cake...it's not just for breakfast anymore!
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post #27 of 61
Thread Starter 
I just place a paper towel over the cake as soon as it comes out of the oven and then use a cutting board placed over that to push down until the cutting board is flat on the cake pan. This only works if the cake bakes over the height of the pan. I still cut the top of the cake before stacking to clean the top edges up.

Debbie
Hope your day is a piece of cake!
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Hope your day is a piece of cake!
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post #28 of 61
I'm so sorry that you're having to deal with this. I feel that in no way were you responsible, but if it's going to cause you grief at work - if it were me - it wouldn't be worth *that* - I'd kind of feel them (the people you work with that are involved) out and act accordingly - I'd rather be out the $ for the cake/labor than have to deal with co-workers that felt wronged, but that's jmho.

Again - I'm sorry you're having to deal with it at all.

Tracey
post #29 of 61
Everyone is right.... you delivered a perfect cake... what happened after it left your hands is not your responsibility or fault.

Certainly don't give any money back.

I often worry when I deliver cakes.. knowing that they will transport them again... I am so careful and I don't think they get it that they need to be careful but its there responsiblity.

Try not to feel bad, you have done nothing wrong.

When they order from you again... I am sure they will, offer to deliver for them.

KAREN
dky - Dazzling Cakes
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dky - Dazzling Cakes
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post #30 of 61
But if you give a refund isn't that as much to say that you were somehow responsible. I don't think I would give a refund based on just that because you are not responsible for the mishap.

You provided the product and when people pick up your product you are not responsible for what they do with it after it leaves your premises.

You did your job it was not your fault.

They should of had it delivered. They made the choice to pick it up and should have been very careful. From now on state this to who ever picks it up. Once it leaves your premises it is no longer your responsibility.

This is truly a bummer!!!!!!!!!! you have my sympathy.
Kathy R
Kathy Rousseau
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Kathy Rousseau
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