Cake Central › Cake Forums › Cake Talk › Cake Disasters › First Caketastrophe! :(
New Posts  All Forums:Forum Nav:

First Caketastrophe! :(

post #1 of 23
8/15/11 at 9:13am
Thread Starter 
I did a cake on Saturday for a birthday party, it was 3 tier topsy turvy, luau themed. I finished it early, everything was going wonderfully, I was really happy with how it came out....then halfway to the customer's house on delivery, it collapsed! icon_sad.gif I was horrified!!!! I called her immediately and told her I was going back home to see if I could repair it, which I did, the back wasn't pretty, but it was standing and made it there on the second delivery attempt. I had doweled it like I always do, but when I got it back home, I realized that the board between the 2nd tier and the bottom tier wasn't supporting the heaviest side...live and learn! icon_sad.gif She emailed me yesterday and said that it collapsed again before they cut it. This has never happened to me before and I don't know if I should give her a full refund, partial refund, a voucher for another cake...I just don't know what to do. I mean, it is cake and I know these things happen, but I feel so bad. icon_cry.gif
Reply
Reply
post #2 of 23
8/15/11 at 9:20am
I'm sorry this happened to you, but it does sound like the cake wasn't supported properly.

I know "it's cake and things happen" but a solidly supported cake shouldn't collapse.

If this were my client I would refund 100% since the cake didn't stand throughout the party.
Reply
Reply
post #3 of 23
8/15/11 at 9:38am
Since you had issues on delivery and it was a support issue, I would give her a full refund. You did try to fix it, though you even said it wasn't 'pretty in the back' and the cake still fell again.

She paid for a pretty cake that would stand up during the party.

I would have actually offered her a refund of some sort when I got there and knew the cake was not completely up to par. At that point it may not have been a full refund, depending on the exact damage and how well I was able to make the cake presentable. But with the other issues afterward, I do feel she is due something more than a "I'm sorry this happened."

I also don't really like the voucher idea when it comes to issues like this.
My Weight Loss Support Group is The Chunky Monkeys!
Reply
My Weight Loss Support Group is The Chunky Monkeys!
Reply
post #4 of 23
8/15/11 at 9:50am
I'm not a fan of offering a voucher for a future order when things like this happen either.

I think it's better to address the issue immediately with some sort of a refund.
Reply
Reply
post #5 of 23
8/15/11 at 9:59am
I am sorry this happened, but i too, would offer full refund.You will come out in your business better in the future to do this. hth
Reply
Reply
post #6 of 23
8/15/11 at 10:04am
No doubt, 100% refund is in order, nothing less.
Reply
Reply
post #7 of 23
8/15/11 at 11:11am
I'm with the 100% refunds. Sorry this happened.
Reply
Reply
post #8 of 23
8/15/11 at 11:12am
Thread Starter 
Yeah, I was thinking the same thing, full refund, just wanted to get some more opinions. I am all for providing the best customer service and I am so upset this happened. The structure was what I have always done in the past and it has never had a problem, but this cake was more dense and the bottom just couldn't hold the weight. So again, live & learn. I am also doing a cake for this same client for a charity event this coming weekend that's a donation....so I have a chance to redeem myself a little bit. icon_redface.gif
Reply
Reply
post #9 of 23
8/15/11 at 11:33am
Quote:
Originally Posted by susiessweetsaz

Yeah, I was thinking the same thing, full refund, just wanted to get some more opinions. I am all for providing the best customer service and I am so upset this happened. The structure was what I have always done in the past and it has never had a problem, but this cake was more dense and the bottom just couldn't hold the weight. So again, live & learn. I am also doing a cake for this same client for a charity event this coming weekend that's a donation....so I have a chance to redeem myself a little bit. icon_redface.gif



So glad you posted this. I know you know what happened to ME last weekend! It sounds like your story and mine are identical! My support gave way exactly like yours did. In my case it was the heat combined with the weight of the cake. It must be the nature of the topsy turvy. Note to self: SPS from now on with topsy turvy's for sure!

I really do know how devastated you feel, but you do have a chance to redeem yourself both with a refund and the charity cake so don't beat yourself up too badly. We learn from our mistakes don't we? icon_lol.gif In the end it's how we handle our caketastrophes that matter. And it sounds like you're handling it well!
Sending you virtual hugs from a fellow topsy turvy disaster survivor! thumbs_up.gif
A closed mouth gathers no feet.
Reply
A closed mouth gathers no feet.
Reply
post #10 of 23
8/15/11 at 2:37pm
Thread Starter 
Quote:
Originally Posted by carmijok

So glad you posted this. I know you know what happened to ME last weekend! It sounds like your story and mine are identical! My support gave way exactly like yours did. In my case it was the heat combined with the weight of the cake. It must be the nature of the topsy turvy. Note to self: SPS from now on with topsy turvy's for sure!

I really do know how devastated you feel, but you do have a chance to redeem yourself both with a refund and the charity cake so don't beat yourself up too badly. We learn from our mistakes don't we? icon_lol.gif In the end it's how we handle our caketastrophes that matter. And it sounds like you're handling it well!
Sending you virtual hugs from a fellow topsy turvy disaster survivor! thumbs_up.gif



Thank you! Hugs back to you too! It just makes me sick to my stomach thinking about the whole thing. But I guess there's a first time for everything....the next cake I make will probably be all dowels because I will be paranoid! LOL icon_smile.gif
Reply
Reply
post #11 of 23
8/15/11 at 2:43pm
same thing happened to me a few weeks ago with a small 75 serving wedding. It was covered in fondant, and the bottom collapsed! I pressed it back together and told them no charge, but they had a big discount anyway and insisted on paying me.

I would rather make 1 cake for $150, than 3 for $50 each.

The person who works for nothing will always have plenty to do!

My sarcasm is good-humored. People generally really like me, in person ;-) 

Licensed, inspected, insured, home-based commercial...

Reply

I would rather make 1 cake for $150, than 3 for $50 each.

The person who works for nothing will always have plenty to do!

My sarcasm is good-humored. People generally really like me, in person ;-) 

Licensed, inspected, insured, home-based commercial...

Reply
post #12 of 23
8/15/11 at 2:51pm
Quote:
Originally Posted by susiessweetsaz



the next cake I make will probably be all dowels because I will be paranoid! LOL icon_smile.gif



I really think it's a topsy-turvy issue, so don't get paranoid...unless it's another topsy-turvy! icon_surprised.gif

I really don't think I'll try one of those again for a long time! icon_lol.gif
A closed mouth gathers no feet.
Reply
A closed mouth gathers no feet.
Reply
post #13 of 23
8/16/11 at 8:02am
Thread Starter 
I've done other topsy turvy cakes with no problem...it was a luau cake with a tiki head on top...I think he cursed me, LOL!

I emailed my client yesterday and told her I would give her a full refund, she replied and said that she appreciated my effort and they still ate it and it was delicious, so she just wants a partial refund...at least now I know they were at least able to eat it! I was afraid it had fallen on the floor or something! icon_surprised.gif
Reply
Reply
post #14 of 23
8/16/11 at 8:53am
I'm sure she appreciated that you offered her a full refund and it's great that she was understanding about the whole thing. icon_smile.gif
My Weight Loss Support Group is The Chunky Monkeys!
Reply
My Weight Loss Support Group is The Chunky Monkeys!
Reply
post #15 of 23
8/16/11 at 10:32am
Quote:
Originally Posted by susiessweetsaz

I've done other topsy turvy cakes with no problem...it was a luau cake with a tiki head on top...I think he cursed me, LOL!



Second note to self: No tiki heads!
A closed mouth gathers no feet.
Reply
A closed mouth gathers no feet.
Reply
New Posts  All Forums:Forum Nav:
  Return Home
  Back to Forum: Cake Disasters
Cake Central › Cake Forums › Cake Talk › Cake Disasters › First Caketastrophe! :(