I think your cake is absolutely stunning and I would love to try making something similar myself! Two months after the fact for a complaint on a cake is not reasonable. She gave you a great review, and served the cake to her guests. Your contract states 12 days for any issues. You have a picture of a perfectly beautiful cake sitting on the table at the venue. I agree, send her a copy of the contract and your picture at the venue and no refund!

Beautiful cake, I think that everyone can see right through this bride. No refund, no free cake, don't even humor the notion...send the contract and a nice "go jump in a lake" note.

OH PLEASE.......If the photographer was that good and that expensive.....he should have the means to touch up the pictures..... you have NO control after you leave....who knows who touched the cake......

Your cake is beautiful....

I am just stunned! I read this to my husband and he asked how would I handle this. I said "not in a very Christ-like way." My husband's response: "are you saying Christ is a whimp?" In Biblical terms, I'm thinking she is a Pharisee. Now, I need to repent, right?

I do think God's real flowers have "imperfections" too. I would have tears of joy for producing such a cake!

My husband said people today don't want to take responsibility for anything. My husband said today young people today consider a "free lunch" their birthright!

With the 12 hour clause that you stated is in your contract and the on-site photo you have of an obviously undamaged cake, she doesn't have a leg to stand on legally. I would offer her nothing - no refund, no discounts on future orders, no free anniversary cakes - merely because, in public opinion, when people "settle out of court" it's as good as admitting guilt.

If it specifies that she had 12 hours to complain in the contract there really should be no more discussion. I'd send her a copy of it with that portion highlighted and call it a day.

That cake is beautiful. Really.

I agree. Number one....lovely cake. Number two....you have a signed contract. Number three....her photographer did not spend enough time setting up for flattering pictures (so it isn't your problem). Number four....think of your good clients and don't let this one dampen your passion. Number five....do let other bakers in the area know who she is so that they won't have to deal with her either.

Your contract clause covers it. And look, if she had contacted you 2 days later, I'd probably take a different stand because "its only 2 days". But 2 MONTHS? She needs to get over herself.

Contract clauses can have a big impact. It worked for me. I had a bride who moved her wedding date. No problem.

Then she emailed me to say they had eloped to Jamaica and wouldn't be having the wedding, but could they use their deposit for a reception party? No problem.

Then she said they weren't going to have a reception party. Sorry to hear that. Thanks for letting me know.

Then she inquires about getting her deposit back. I refer her to section 12A (or whatever section it is) that says the deposit is non-refundable due to cancelation.

Then she says she paid more than the minimum so she could get the part above the minimum back. I cut-on-paste the part of the contract that states ALL payments made are nonrefundable.

I never heard from her again.

I am not a savings account where they can deposit money and then take it out again. If that's what they want, Chase Bank is right down the street.

Geesh, what if they got divorced? Would she want a full refund a year from now because the cake causes her sad memories?

Beautiful cake!!! There are definitely exemptions to "the customer is always right" and this would be one of them. From what we can tell, you did everything right - beautiful cake made to brides specifications, contract, pictures and even a great review by the bride herself. IMO, she has NO legal claim here...she's just looking for a way to recover from the expenses of the wedding.

I wouldn't call her - I would send her a formal letter in return plainly stating the facts. I would not offer her anything, because this might appear to be admission of guilt, or she'll say that she doesn't want a free cake, but the equivalent value in cash. Make sure that you do not sound personally offended - keep it strictly business. You might want to mention that you have pics of the cake that show it was in great condition when delivered, therefore its extremely possible that factors outside your control (like her own finger touching guests!) may have damaged the cake on site. We've all experienced the old "is this real?" as they poke their finger into our creations and break them.

I think we CCers seem all in agreement on this one!

You have a contract, you have photos of the cake at the reception, you're totally covered. You even have her great review.

No refund, no offer of a free cake at some point in the future, no apology. Send her a copy of the contract with the appropriate areas highlighted, tell her you've got photos of the cake at delivery, and that you delivered as promised.

print the review before she decides to delete it.

This is what she wrote as a review

"Most delicious and beautiful cake. All of my guests raved about the taste and how amazing it looked. Betty created a cake that went beyond what I had envisioned. Thank you SO SO MUCH!!!!"

How could that sentiment be gone after looking at a few broken flowers? I am just so sad and disappointed. I was unable to sleep last night just thinking about how I'm going to handle this. I know that I shouldn't get personal it's only business, but I feel at this point she is attacking me personally, since our business has long been over, and feel she is just trying to make a fool of me and that IS personal. I'm going to call her and let her know that after reviewing all my paperwork and pictures I take at the venue I really don't see anything that would warrant a refund at this late of time. Our contract has since lapsed, my obligation has been fulfilled and the tme frame for concerns has expired. Wish me luck!

You have the right things in your contract so I wouldn't worry about it. This is business the same as anything else. She can't go back to the venue and tell them "Oh me and my husband didn't like the way our wedding turned out so you need to give us our money back." Uh, no!!! Sorry, wrong number, try your call again.

Remember to print out a copy of the review and also attach that to your
e-mail to her. Good luck and let us know how it turns out for you.

I would hesitate calling her, you would have no record of what you said. I would think a letter or email with all the appropriate attachements would be better, you would then have copies of all correspondance.

After reading all of the posts and your responses I think there were 2 things that happened:

First, the bills are coming due post-wedding and the total is giving this bride a stomach ache,

Second, she just got the photo portfolio back from the photographer and he/she included closeups of the cake that may have highlighted the fact that there were a few broken blossoms that had previously gone unnoticed.

BINGO! A way to recoup the cake money from the wedding!

She is crazzzzzyyyy! Your cake is beautiful. I agree with what everyone else say's, she probably has buyers remorse now. The day of my wedding day the florist placed some heavy flowers on my cake and the weight of the flowers made the corners/buttercream collapse on the cake. My wedding planner was great and tried to fix it but it was still noticable on the pictures. Did I care? NOOO (and my wedding cake was not as beautiful as yours)! My husband and I also paid alot of money for our pictures...that was one thing that we didnt want to be cheap about because at the end of the day, the pictures were the only thing we would have. You can see all the flaws on the cake and that by no means ruined my pictures. She can take a hike and I say NO REFUND! She is out of her bridezilla mind!!

wow. That is a pretty cake. I agree with all the others. I got "had" one time and I won't again.

Keep your money, you earned it!

sounds like about time their credit card bills have started coming in and honeymoon is over
Your cake is stunning! I LOVE it... VERY nicely done..
oh and ALWAYS ALWAYS remember Murphy's law...MAKE EXTRAS!!!! even if the petals break you can stick another flower next to it to hide the flaw
You should not give her any money back!!!
By the way...did you deliver the cake all stacked and ready? I want to make a cake with double layer tier...just like your 8" ..but was wondering if I can transport it all stacked and ready!
- h

Please don't give this woman the time of day. You seem a nice lady. I'd hate to have to hurt ya.

Kidding, of course. Stick to your guns. Was every pic of me flattering from my wedding? Was every pic of my bridesmaids? No. That's why you have several to choose from. I truly wish I could say I was surprised at this behavior. Sigh...