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Bride is so angry.. asking for a full refund.. LONG story :( - Page 4

post #46 of 112
8/27/09 at 8:10am
Quote:
Originally Posted by leah_s

I think that prterrel has the PERFECT response. Shoort, to the point, professional, doesn't admit too much fault, just in case this goes any further. And yes, absolutely, positively a full refund. Call it "PR".



Quote:
Originally Posted by prterrell

Honestly, I think you come off a little too apologetic. I know you feel horrible, but you honestly don't have to tell her that repeatedly. icon_biggrin.gif

Taking an editorial eye to it:

Dear Bride:

Please accept my heartfelt apologies. This cake was not up to my standards and I am truly sorry that it did not meet your expectations.

I will be issuing a full refund. If you would like me to transfer the money, I can do so, or, if you prefer, I can send a cheque by xpresspost. Please let me know which refund method you prefer, along with the transfer information or mailing address, and I will issue the refund immediately.

I hope that this does not affect your relationship with R. She wouldn't have made the referral if she didn't believe that I could do the work.

My sincerest apologies,
mandice



Here it is, Leah.^^^ I thought you meant the de-humidifier one.
 
 

 

 

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post #47 of 112
8/27/09 at 8:19am
Quote:
Originally Posted by K8memphis-

I'm still on the first page but so far I think you gave the big discount in advance. If she served it, she got what she paid for. Not that everything you said didn't happen and that you feel awful and that the cake did not meet expectations but literally if she served it, she got what she paid for. Why should you be out all the time, all the money all the ingredients if she indeed served it.

It was not the focal point, I understand that, but at about a dollar a serving she got what she paid for.

You barely got covered for cost. You donated your labor.
I think you don't have to go in the hole beyond that.



I'm going to have to agree with K8memphis on this one. It would be a totally different situation had the cake not been edible.
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post #48 of 112
8/27/09 at 8:23am
I agree with Leah, though, this is less about the edible issue than about PR at this point.
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post #49 of 112
8/27/09 at 8:29am
what a pity! but well every disaster is a learning experience, i had my fondant melting the other day on an engament cake! i was able to quickly remove and replace just before delivery but i learnt a lesson which i think you can also learn - ice cakes at least 2 days to event! That gives the grace of 1 day in case there is need to correct any errors or pending disasters.

Meanwhile for sake of maintaining good human relationships you can apologise and refund her money.
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post #50 of 112
8/27/09 at 8:30am
I agree with K8. Like I said earlier, refund it, get it over with, BUT she did get what she paid for. For a cake that size, ingredients and equipment, would cost me around $200.
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post #51 of 112
8/27/09 at 8:30am
I agree with K8. Like I said earlier, refund it, get it over with, BUT she did get what she paid for. For a cake that size, ingredients and equipment, would cost me around $200.
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post #52 of 112
8/27/09 at 8:30am
I agree with K8. Like I said earlier, refund it, get it over with, BUT she did get what she paid for. For a cake that size, ingredients and equipment, would cost me around $200.
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post #53 of 112
8/27/09 at 8:40am
Giving a full refund was the right call and I think you handled the situation well.


I totally disagree with the idea that a refund wasn't needed. It doesn't matter if the cake was served. Just because they served it doesn't make it acceptable to give them a wrecked cake to start with, cause really, what ELSE are you gonna do with a cake, ugly or not? It also does not matter that the decorator was working on a loss to start with or that the weather was ruining things. Things happen, life isn't fair, and sometimes you have to suck up the loss to save face even if it's due to events beyond your control.

I agree with Jaime in that the "you kept it/ate it so I get to keep my money" attitude is not always the right policy. I also agree with Indydebi that good customer service is critically important. This was one of those times.

EDIT: And as for those saying the bride got what she deserved....um, no, she did not! The bride deserved to get what was agreed upon. The bride stated her price, size, and design choice, and the decorator agreed to do it. End of story. The decorator had the choice to not accept doing the cake knowing it would be on a loss, but when she chose to do it, she had to honor her part of the deal.
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post #54 of 112
8/27/09 at 8:56am
I would really like to see a picture of this cake and whether or not it was as bad as it is coming off. I mean, this bride (like so so so many other brides we hear about in these forums) wanted a large wedding with an itsy bitsy budget. She gets down to the wire and realizes that the biggest cuts in her budget leave her with pennies to pay for a cake that should be quite costly even just based on the sheer number of people it has to feed. The bride wanted a severly discounted cake and got just that; the fact that the decorations weren't perfect and it wasn't exactly what she wanted is her own fault. I think that maybe, give $100 back and say you're sorry, but in the end, you were doing this girl (who you didn't even know) a huge favor. In my opinion, beggars can't be choosers.
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post #55 of 112
8/27/09 at 9:08am
Quote:
Originally Posted by DLo912

I think that maybe, give $100 back and say you're sorry, but in the end, you were doing this girl (who you didn't even know) a huge favor. In my opinion, beggars can't be choosers.



That's a great attitude to have... if you don't want a successful business.

As an aside, I used to be involved in the DJ/karaoke business. A DJ friend signed a contract to DJ a wedding and then something happened that prevented him from showing up (one of those "beyond his control" situations)... not only did he give the couple back their money, but he gave them the difference they had to pay to hire another DJ at the last minute (they had only a couple of hours to find someone). It COST him money, but it was a problem on his end that prevented him from fulfilling the contract. He could have said "oh well", but instead he did the right thing even though it was at his expense.

The couple wanting a cake was put in a situation where they had NO TIME to find an alternate cake. Due to the stress, embarrassment, etc. they felt - a free cake was the least they should get. What would the OP have done with the cake if the couple had seen it and said they didn't want it? Ate it herself? I don't think so. Yes, they got cake to serve - but it was not what they ordered, and it caused them grief on their special day.
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post #56 of 112
8/27/09 at 9:10am
Quote:
Originally Posted by LaBellaFlor

I agree with K8. Like I said earlier, refund it, get it over with, BUT she did get what she paid for. For a cake that size, ingredients and equipment, would cost me around $200.



Ah yes, but LaBella, are you not as egotistical as me (ha!) that even if the cake was $10, and a wreck, you wouldn't refund it just as quickly and profusely apologize? icon_wink.gif
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post #57 of 112
8/27/09 at 9:16am
Quote:
Originally Posted by OhMyGanache

The couple wanting a cake was put in a situation where they had NO TIME to find an alternate cake.


This is what bugs me about "they ate it ... they pay for it" philosophy. A bride spends over a year planning a wedding to the smallest detail. The event runs on a super tight schedule. A lot of money, time, emotion and stress is poured into this event.

And at the last second, there's a problem with the cake and we all expect the bride to turn around and tell her 200 guests, "Uh, no, you don't get any cake because I have to return the whole thing to the baker so I can get a refund.

SHe's between a rock and a hard place. To many people, the cake IS the reception. It's the ultimate symbol of "wedding" in that room.

I understand the reasoning behind the "you ate it...you pay for it". I really do. But there has to be some reasonableness from the other side, too. And I think it's unreasonable to presume a bride will throw crime scene tape around a cake that she's unhappy with.
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post #58 of 112
8/27/09 at 9:30am
Sure ain't easy is it.

What do we think a judge would decide if it got into court since we all like to buffer ourselves from the very thought of it.

Which, Dear OP, I don't think it will at all --I'm just wanting to further debate. I love a good back & forth.

(But my opinion up above is sincere.)

So this is assuming it was 'visibly challenged' but eaten unless op chimes in & says different.
 
 

 

 

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post #59 of 112
8/27/09 at 9:32am
And keep in mind this is for a friend rather than from a business
It makes a difference to me.
 
 

 

 

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post #60 of 112
8/27/09 at 9:32am
i think i need to back track a bit and agree with indydebi-just because they ate it doesn't make it acceptable if the cake wasn't what they wanted (and the op agrees it wasn't even close to her standards either) yes it was out of her control but what else is the bride supposed to do? anyone watch CakeBoss lately? they've been running a marathon here lately and there was one involving a bridezilla (spacey didn't really care was only there to please her mother) who showed up to see how her cake looked. well when buddy showed her she said it was ugly (it was really simple but stunning) and when he briefly left to get her order form to try to come up with ways she would be happy with it bridezilla proceeded to ruin the cake by smearing icing all over it!! totally wrecked the cake beyond all use. buddy visibly tried not to flip out (one day before the cake was due btw) and against all others advice to serve that cake (stick it to her) he made another cake with vibrant flowers, more modern and completely different from the original-mostly because it was the daughter of a long standing customer but also because he didn't want to disappoint everyone and ruin the day. he sucked it up and gave her another free cake even though he didn't have to either. thinking back just give the money back and smooth it over-that can do a lot more to get your reputation back.
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