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cake disaster refund??????

post #1 of 22
Thread Starter 
My very first cake disaster happened last night the wedding cake didn't make the ride so well it was a topsy turvy the back of the bottom tier just split causing the other two tiers to go tumbling. i got to the venue the brides dad was screaming at me like I did it on purpose i have never been made to feel that bad ever. i had to ask the brides mom to ask him to leave so i could figure out what i was going to do and how i could fix the cake I could not think with him screaming at me like he was. I ended up putting a dummy tier on the bottom recovering the top two tiers some of the petals on the gumpaste stargazer lilies were broken so i just removed the broken petals i just left the bottom tier in the back and told them to still cut and serve it. I did the best i could with what i had the cake was still pretty but not what it was before. i feel like i do owe the bride some sort of refund or compensation do i offer her a full refund? a partial refund since they still had cake? or do i offer a free cake? never had this happen so not really sure what to do any advice would be appreciated. icon_cry.gificon_cry.gificon_cry.gificon_cry.gif
post #2 of 22
I would give her a partical refund. Yes she did have cake for the cake cutting and for the guest to eat but it was not what she ordered. I do know what you went through. My first wedding cake the top of the bottom tier split and the royal icing decoration ran (dummie me used royal icing instead of buttercream) and the back half of the buttercream icing was on the box. Luckly i fixed it and the back half was next to the wall so they couldn't see it. Well to make a long story short I only charged her just the deposite which was half of the total. Everyone say it was pretty and didn't think it looked that bad, but I know that it wasn't what she ordered.
post #3 of 22
Too bad this disaster happened and that it was made worse by the screaming dad. I would offer a full refund. The cake was not what they had ordered even though they still had cake to serve. The good will gained by refunding their money will be far more positive than haggling with them or only offering a partial refund. Don't wait for them to ask for it either, just send it to them with your apologies.
Cake disasters like this are awful, and they aren't anyone's "fault". I much prefer traveling with separate tiers and assembling at the venue, but sometimes that isn't possible. Good luck.
Life is unpredictable so let's eat dessert first!
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Life is unpredictable so let's eat dessert first!
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post #4 of 22
Thread Starter 
thanks for the input
post #5 of 22
That is terrible that happened to you. I personally would give a partial refund. I would keep the amount for the cost of supplies and refund the rest.
post #6 of 22
Wow, I can't believe how awful people can be. Accidents happen and I can see being disappointed, but to scream at you is just plain wrong. This is the main reason I have never gone into business, just do cakes for friends, the thought of someone doing what happened to you, really scares me. Your cakes are so beautiful, and i'm sure you made a presentable cake. I'm not sure about the refund aspect of it, but wanted to say that I was sorry he attacked you in this way.
post #7 of 22
I'm sorry this happened to you and it was completely wrong for the dad to be screaming at you like that. I would offer a full refund, even though it would burn to do so after he had yelled like that. The wedding cake did not make it there in one piece and what was served had to be kept in the kitchen and was broken. I would not expect my client to pay for that. Sorry.
post #8 of 22
Shelly, Your cakes are amazing!! I agree with a few of the others. (Gulp) I think a full refund is appropriate in this case. I think we all have had one disaster or another, and probably most occur during transport. A necessary evil in this job. So sorry this happened, we can all empathize with you icon_sad.gif
post #9 of 22
shelly, I am so sorry to hear about your cake. And the bride's Dad was a real jerk. You should be proud at how you handled the situation... If it were my customer, I would refund the entire amount. A wedding cake is more than just cake, it's an essential part of the special event. They were depending upon you for this part of their celebration and although you were able to provide enough cake for the guests, it clearly had a negative effect upon the family.

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post #10 of 22
Thread Starter 
thanks so much everyone... i am going to give a full refund. and a free anniversary cake if they even decide to come back and use me again...lol i am really trying to make things right. I still feel so bad today thanks again everyone for your input.
post #11 of 22
Oh, hang in there! *hugs*
post #12 of 22
Sorry that happened to you. I know it didn't help that the father was screaming at you.

I would give the bride a full refund. Although they had some cake to serve and something to display it still wasn't her dream cake.
If you can't find time it do it right..how will you find time to do it over?
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If you can't find time it do it right..how will you find time to do it over?
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post #13 of 22
Remember...you did nothing wrong. You made every effort to provide what was ordered and an accident happened. It sounds like you made the very best of a difficult situation and hopefully the refund will smooth everything over. The father was the bad actor in this. Hope all goes well.
Life is unpredictable so let's eat dessert first!
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Life is unpredictable so let's eat dessert first!
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post #14 of 22
This was an accident, pure and simple. Although it was not your fault, you (representing your Business) were unable to deliver what had been paid for and what was expected. I agree with the others that a full refund is in order. I also agree that you should send an immediate email that a check is in the mail with a 100% refund for the cake. Do NOT allow any time to pass, not even the brief time it takes to mail tomorrow and have it received Tuesday.

I know you feel awful, and I'm very, very sorry that you had to endure a screaming father. There have been a few posts in the last couple of years where the "screamer" (usually the MOB) calmed down and realized their bad behavior after the event. Weddings are highly emotional events.

I worked with massively disabled children who required wheelchairs for about 10 years. Part of my job was to endure the screaming of the parents/family/friends if even the tiniest little detail went "wrong". Even though it was difficult (to say the least!) to hear it, the clinical part of me recognized that they were not screaming at me in rage, they were venting the rage that their child was disabled. I actually received some apologies over the years from the 'screamers'. PLEASE, try NOT to take it personally.

Personally, I would NOT offer a free Anniversary cake. A full refund is sufficient and they may still be too "raw" to consider another cake from your bakery.

Be careful about your wording in both the email and the letter with the check enclosed. (BTW, a cashier's check would be a nice gesture.)

A suggestion: "I take pride in my bakery and the wedding cakes I have delivered to many brides in the past, but, unfortunately, cake is fragile. I am sorry the cake for your special day was accidentally damaged, and I am enclosing a check with 100% of the payment made by you for your wedding cake. I wish you and your husband many years of happiness."

Sincerely,

xxxx
post #15 of 22
Apti, wonderful wording on the refund letter! Shelly, you have my permission to stop beating yourself up now!! thumbs_up.gif It's done and you are going to fix it! icon_smile.gif
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