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Customer picked up cake, they squashed it....now want refund

post #1 of 21
Thread Starter 
Please any thoughts on this one.....I hate things like this....feel rather queasy. It was a Giant Cupcake, supplied on a 10'' board, and supplied in a 10'' box.

Customer's email to me:

Thanks again for the cupcake however I need to bring something to your attention.

I really dont like to complain but the cake wasnt secured at all and the box you had the cake in did not fit (was too small) so resting the lid on top caused it to be squashed. By the time my friend got home the cake was so squashed it was ruined.

I realise theres only so much you can do to secure a cake but the least we would expect was to have it in a box that fit. With this in mind I wondered if there is anything we could do on the price?

I have taken a picture as proof if you would like me to send it to you?

My response:
I'm sorry this happened, the cake was really happily received by your friend and to use her words 'it is perfect' 'it is beautiful'.
The cake box was the perfect width and fit for the size of the cake board. It is true, the height of the giant cupcakes are slightly too high to put the lid on properly as with a standard cake, as they do not manufacture specific Giant cupcake boxes yet, but I mentioned this to your friend specifically not to put the lid on properly as it touches the tip and may squash it. It had sat for most of the day in my office with the lid just resting on the box and this did not cause it to be squashed, (I remind you of your friends words as I lifted the lid 'it is perfect') I advised your friend to do the same, just to rest it gently as I had done as this will not cause any damage. I can only think that the lid had been pushed on with too much force, exactly what I advised not to do.
As the cake was perfect and received as such I cannot offer a refund. I do state on my terms and conditions that I cannot be held responsible for the cake once it is collected, I am sorry. Cakes are very delicate and need to be transported with care, I know this through experience. I'm sorry but I really cannot be held responsible for the cake not arriving as I finished it.
Kind regards
post #2 of 21
Thread Starter 
Just had this reply.....

I wasnt made aware of all that which is quite embarrassing!

Thank you for all your efforts and Ill be sure to take this up with my friend.

I apologise for any offence caused.



Phew, queasiness gone!
thumbs_up.gif
post #3 of 21
Thread Starter 
Me: thank you for your understanding.
I'm so sorry about the state of it when it got to you icon_sad.gif

customer: I was devastated to be honest! But apparently it tastes amazing.........icon_wink.gif

Alls well that ends well....
icon_smile.gif
post #4 of 21
Well I'm glad she was satisfied with your explanation.


In the future if you have a cake that the box lid won't close because the cake is too high...I would place a piece of tape on either side holding the lid open so that there's no way it can fall down and squish the cake.

I than place plastic wrap over the opening left by propping the lid open on the box and tape the plastic in place.

That way the cake is completely protected from the elements.
post #5 of 21
Phew! Thank goodness that is sorted out. I think it would be advisable to get whoever collects your cakes to sign a form agreeing to the condition of the cake when received and with tips on how to transport or treat cake. These things are all a learnig curve. Your cake looks great by the way.
post #6 of 21
When my cakes are too tall, I either cut the top off the box or cut a hole in the top for the high bit to stick out. Another thing I have done is tape straws in the corners of the box, so the lid can not be pushed down too much.
post #7 of 21
* Sometimes I cut the covers off.
* Sometimes I tape them to be open just a bit, but off the cake.
* Sometimes I buy those cake boxes with the see through top and then cut the cellophane out.
* Sometimes I double box for the teepee top.

Doesnt this seem to be lots of work when a box with the proper height would work the best? When do you all think the manufacturers of cake boxes are going to figure out we need the specialty box for height?
Award winning cake designer and fine art sculptor.

"An artist discovers his genius the day he dares not to please." ~Andre Malraux
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Award winning cake designer and fine art sculptor.

"An artist discovers his genius the day he dares not to please." ~Andre Malraux
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post #8 of 21
I keep the lid propped until they get there, show them the cake, then staple the lid flaps in an upright position, to the sides of the box.
Beginners, be sure to parrot advice and get your post count up as fast as you can. After all, it's not what you know, it's what people THINK you know.
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Beginners, be sure to parrot advice and get your post count up as fast as you can. After all, it's not what you know, it's what people THINK you know.
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post #9 of 21
Thread Starter 
Quote:
Originally Posted by victoria7310

When my cakes are too tall, I either cut the top off the box or cut a hole in the top for the high bit to stick out. Another thing I have done is tape straws in the corners of the box, so the lid can not be pushed down too much.


Love this idea! thumbs_up.gif
post #10 of 21
Quote:
Originally Posted by cakestyles

Well I'm glad she was satisfied with your explanation.


In the future if you have a cake that the box lid won't close because the cake is too high...I would place a piece of tape on either side holding the lid open so that there's no way it can fall down and squish the cake.

I than place plastic wrap over the opening left by propping the lid open on the box and tape the plastic in place.

That way the cake is completely protected from the elements.



This is exactly what I do icon_smile.gif
post #11 of 21
Thread Starter 
Quote:
Originally Posted by tiptop57

* Sometimes I cut the covers off.
* Sometimes I tape them to be open just a bit, but off the cake.
* Sometimes I buy those cake boxes with the see through top and then cut the cellophane out.
* Sometimes I double box for the teepee top.

Doesnt this seem to be lots of work when a box with the proper height would work the best? When do you all think the manufacturers of cake boxes are going to figure out we need the specialty box for height?



definitely agree!
post #12 of 21
When I have a cake that is too tall for the box I staple the sides to the box at the height that it needs to be so it does not squish the cake. I think stapling is better than taping as the top could move more with the taping. I then tape plastic wrap over the opening and to the top and isdes of the box. I too suggest a form that states the cake was picked up or delivered in good condition.
Thankfully your client understood what had happened and did not pursue this any further. What a nice client actually.
evelyn

Cake brings out the inner child in you.
 

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Cake brings out the inner child in you.
 

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post #13 of 21
The problem is that most of the boxes we buy over here tend to have seperate lids like these http://www.partykiosk.co.uk/ekmps/shops/domestix/images/cake-boxes-with-lids-packs-of-5-10-inch-size-4159-p.jpg
and that makes it more difficult to tape in an upright position. You can buy taller boxes but they are more expensive, typically used for wedding cakes.
I thhink the idea of taping something to all corners could work and then covering the gap all around with wrap.
post #14 of 21
Thread Starter 
Quote:
Originally Posted by Rosiepan

The problem is that most of the boxes we buy over here tend to have seperate lids like these http://www.partykiosk.co.uk/ekmps/shops/domestix/images/cake-boxes-with-lids-packs-of-5-10-inch-size-4159-p.jpg
and that makes it more difficult to tape in an upright position. You can buy taller boxes but they are more expensive, typically used for wedding cakes.
I thhink the idea of taping something to all corners could work and then covering the gap all around with wrap.


Yes Rosie, this is why I like the straws idea, or I have seen 'cardboard extensions' that you can buy to put in the corners, to lift the level that the lid sits on.....think I may go and buy some of these for future giant cuppies! icon_redface.gif
Rosie - you are Kent UK too?! Your cakes are fabulous. icon_biggrin.gif
post #15 of 21
Thread Starter 
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