I recently made a cake for a business acquaintance. I was sick the day of delivery and my husband took the cake for me. Sadly - somehow the cake was jostled, top layer slid (even though it was doweled) and collapsed the bottom layer. Again, I was sick, but went to try to salvage the cake - there was no salvaging for presentation, but I did go to a great local bakery and buy a new cake (and cupcakes to make sure there was enough). I salvaged all of the hand made decorations that I could, placed them as well as I could on new cake (along with bought figurines). I spent every penny I made on buying the new cake. Should I offer her $ back as well? Thanks for your input!

Lily

Is she asking for her money back? Or is she happy with what you did to rectify the situation? If she is fine, I don't think you should refund the money. Accidents happen.

I'm sorry you were sick - that must have made the whole situate feel even worse! It certainly sounds as if you did your best to meet the customers needs and rectify the situation.

Had the customer paid for a "custom" cake? My customers paid more for a "custom" (designed) cake, so if it were me, I'd pay her the difference. ($3.50/serving for "standard" and $4.50/serving for "custom designed". So if it were my customer, I'd return her $1./serving). Otherwise, unless she asks for more payment, she probably accepts your replacements.

If the customer was happy with your replacement then i would give a percentage off of her next purchase (anywhere from 10-25% depending on what you want to do)

And next time i would use SPS, it's is so full proof expecially when you have someone else transporting your cake that isn't always aware of how easy it is to have a cake shift in transport.

A top layer can slide from side to side with dowels under it, the dowels are there to keep it from falling down into the cake below, not necessarily keep it from moving side to side. The SPS system has a little point in the middle of the plate that is inserted into the board so the cake doesn't move side to side. Love it!!
http://cakecentral.com/cake-decorating-ftopict-603925.html

I second the SPS! It has saved me several times!

sorry you were sick, and sorry that the cake didn't go as planned...
What did the say they wanted, or did you just want to fix it and make it better?
Jodi

Well, of course I'm also going to advise to use SPS next time. It was created for non-cakers to be able to pick up the transport their own cakes from bakeries who don't deliver. It likely would have saved your cake.

If it was me and I spent all the money I made to save the day, I would put up a fuss about refunding if she asked. First of all I would make sure she understood all what happened and then I would explain that all the money had been reinvested into saving the day.

I have a minimal 'order blank.' One thing it does say is that I reserve the right to produce the cake to the best of my ability. I think that covers me for cases like this. And I would be hard pressed to cough up more money.

I could see someone asking and expecting it and I would have no trouble saying, "You ate it".

Here's hoping there's not a 'next time'...but if there is...

a good way to get the refund issue out of the way is to say (before you do anything), "I'm so sorry this happened. I can either give you a full refund OR I can use that refund money to run to a bakery and make it right for your event. That way she doesn't get both. And you don't end up in the hole.

- I forget who said, "...no refund, accidents happen...", but this accident didn't happen to the customer, it happened to OP...so OP should bear the consequences.

very understanding - I just want to make sure to do the "right" thing - I'm just a little fuzzy on what that is. Like the last person said - it was my fault, I know that, I'm just not clear on how much is enough. It was the TS/Little Mermaid cake in my photos - I'm a hobbyist, not a professional. I only charged $60 (I wanted to do her a favor because I know a relative of hers and she is a dear) and it cost me that for replacement cake. Most of the figurines that I made were salvaged, the fence for Woody and Jessie was lost. I guess my ? is should I pay her for her disappointment? Just to do the right thing is all I want to do. I know she was disappointed - *I* was disappointed! In a similar circumstance, what would you do?

Thanks so much!!

Is the cake in your pics the before or after?

My two cents...in response to your question, "How much to make it right?"

Replacing the cake (and doing such a good job of it!) was enough. I agree with others...offer a discount on her next cake if you feel you must but do not offer a refund unless she makes a fuss and demands one.