I had never before had a problem with my support system and today was the first time my cake fell over!!! I was so upset. I picked it up and since it had fondant i peeled it all off and redid in an hour with all buttercream(with my last tree bags of powdered sugar). It looked fine. Got in the car and two minutes later its on the floor of my car again! Gave up and called the lady and told her i was sorry and that i would buy her two sheet cakes and refund her her money. She insisted that i try to repair for a third time but just to be able to serve. So i did and refunded her her money and that was that.
OH NO!! I am SO sorry that happened to you! I cringed when I read your post. I know you feel horrible..go and have a good cry. Then, think about this- at least she wasn't angry, she got a very good tasting cake..albeit..not quite the pefection she expected. But, your customer service was right on by giving her a refund! I bet she'll come to you for her next cake. Now..we gotta figure out what happened so it doesnt happen again.
Thank for the support and i already figured out what happened cuz it was the only thing i did different. I used parchment paper on the cardboard so the grease wouldnt seep through like it always does and for some reason it made the cake fall. I used dowels and i didn't use a center dowel for the reason that it was a five tier and i stacked it at home, separated it from the middle and tried to transport it in two parts. on top of that i live out in the boonies and the little dirt road to reach a main road is all uneven so makes for more bouncing and tilting. 
Sorry to hear it went so horribly for you, but like everyone else is getting at, I'm amazed at how wonderful this woman was! So understanding! Just keep in mind the next cake can only be better!
Well i didn't think she was going to react like that cuz she gave me the info for the cake decorations only the day before. I had tried to call her for a week and she just kept telling me she didn't know and to give her more time. She seemed anoyed every time i called for the info and i told her if i didn't get it i wouldn't be able to do it as i needed time. So, i ended up not having it turn out the way i want'ed it to cuz i didn't have all the supplies i needed to make it perfect. Oh well. I got the impression that she just didn't care and just wanted to serve my cake and not a store bought one. She had tasted my cake quite a few times before and i guess she was set on it.
I know what you mean about the boonies and the bumpy dirt road..I hold my breath, squint my eyes and try to drive down my road without anything falling. I'll be so glad when our city decides to pave it..perhaps in 50 years or so! EEK..and those kids doing donuts with their motorcycles in the middle of the road!! (ps. that includes my hubby and son with the 4 wheelers !!) grr..I should make em carry the cake to the end of the road while I drive!! HAHA
Like everyone else, I feel your pain. I guess everythings has settled now and one GOOD thing came out of all this. Your first disaster has passed. No more worries about when it will hit!!! And you handled it very professionally. I still have it hanging over my head and figure the odds are against me now, though I haven't been doing this very long... still learning, I know it will happen sometime. I hope I handle mine as well as you did.
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