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My stomach is in knots over wedding cake pickup! - Page 2

post #16 of 37
If it was in a box how would they know it "crumbled" close to your house? I would email the bride back and tell her exactly what happened with the grandparents insisting on shoving it in the car against your advice. If the box was closed there's no way they would know what condition it was in until they got to the venue. You're not responsible for their stupidity.
post #17 of 37
Unless she contacts you again, I would leave this alone. She told you how it arrived and who tried to fix it. She has acknowledged that the grandparents knew there was a problem, when it became a problem and decided to leave you out and fix it themselves. That's what they did and you have no more part in the situation other than the learning experience-should there be a next time! I would offer no refund.
Making life sweet!

Lindas Just Desserts

Inspected and licensed commercial kitchen
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Making life sweet!

Lindas Just Desserts

Inspected and licensed commercial kitchen
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post #18 of 37
Thread Starter 
Our community is pretty small. Not to acknowledge the problem or give some compensation is going to cause a backlash I'm thinking. I do not believe I owe one. I'm just trying to be proactive to head it off.

I'll try to attach the photo I took.
post #19 of 37
Sometimes we get so ahead of ourselves...I know when I get worked up in a good OR bad way...I just keep going and going and going!

I would simply ask that exact question you asked here. If the cake crumbled so quickly & you were just down the road...why didn't you come back?

AND THEN WAIT for an answer.

Perhaps you could have patched & re-piped. Added a support. Shoot, you could have helped them situtate the cake better in the car. After all...in a sedan? And, the cake was tall? I wonder if it didn't bump the ceiling?

And, the box question is equally curious. How DID they see something was wrong? Not sure how to word that one with out calling them a liar though.

The type of compensation? I think it's purely your judgement call. If you honestly know it wasn't your fault, I'd say so. No matter if you give a partial refund or not.

After all, the grandparents did say they've transported lots of cakes in their day. You did warn about keeping it level.

Boy - I know a little about small towns. BRUTAL! Just try your best. Don't be a doormat. Just try your best...that's all any of us can do!
post #20 of 37
This type of story is becoming way too common. I am sorry this happened. Not one of my clients has ever properly held a cake in their lap initially without me having to repeat several times before they take off, "you need to hold it flat". It is very frustrating.

A mother picked up a 1 tier cake from me yesterday and said to let her 10 year old son hold it. He held it at a 45 degree angle on his lap like he was cradling a baby. I have seen customers shove a box of cake and cupcakes into their car trunk. "Oh it will be fine". Even though it is on my website how to transport and store cakes, etc. they are usually very careless. Up to this day, I have never let anyone pick up a wedding cake on my 20" cake stands. They wouldn't even be able to get it off them unless they have lots of help or are iron man.
post #21 of 37
Quote:
Originally Posted by EvMarie

Sometimes we get so ahead of ourselves...I know when I get worked up in a good OR bad way...I just keep going and going and going!

I would simply ask that exact question you asked here. If the cake crumbled so quickly & you were just down the road...why didn't you come back?

AND THEN WAIT for an answer.



I agree. Don't just jump right to a refund. Ask more questions, get more info, and go from there.
Before you ask- I'm licensed, inspected, insured, and all that jazz.
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Before you ask- I'm licensed, inspected, insured, and all that jazz.
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post #22 of 37
Being from a small community I can understand where you are coming from. On the other hand, lots of people may also know grandma and grandpa and know he should be the last one transporting a cake ! Though the cake is an important part of the day, unless the bride in my opinion come screaming and ranting to you, it wasn't the cake that was faulty, it was the transportation. We all know no one else can "fix" a cake they didn't create themselves! Give it a little time, let her come to you, otherwise you may be creating a problem that isn't there
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post #23 of 37
I had someone put the cake (it was boxed) in the back of their van...all the way in the back, telling me it will be fine. They had to travel 30-45minutes away in hot weather. She texted me after an hour, and said the cake fell. I said, the whole box fell over? She said no, the cake had fell inside the box, it was leaning against the side when she got it out. She said they think they "fixed it" and put it in a walk in cooler. She just wanted to let me know. I told her I'm not sure how that could have happened, falling over in the box, since I used extra dowels for the tiers and I used 2 long 5/16 dowels all the way thru all 3 tiers (ran them close to the top of the cake) So I'm thinking the long drive, not really getting the air sitting in the back of the van in a box...maybe the driving...though she said she was carefull. I felt bad for them, as she posted pics to my FB wall and you could tell that even the bottom tier had either damage or heat problems because the way the fondant looked. But I too had posted pictures I took the night before pick up and as it sat for 12 hours~it was fine. It's the avengers cake in my photos. I would appologize and say your sorry that happened, but you did warn them, and you were told they've done this many times before. I would NOT offer a refund. Once that cake is picked up THEY are responsible. I make that clear. If I deliver and something happens to it, it's on me. I would try to fix it. But I always take extra caution with supports to make sure nothing happens to the cake, more so, when they pick it up. I had a 3 tier huge buttercream cake fully stacked, placed in the back of an SUV, with the graduating gal to "watch it" and it traveld 30 miles away and made it fine.
The worst critic is yourself.
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The worst critic is yourself.
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post #24 of 37
This is from my "Policies & Procedures" contract. I use this not only for wedding cakes but also for any specialty cake over $100.

Pick Up: Some cakes are not eligible for pick up and must be delivered. If you choose to pick up your cake, please remember that you will be the one responsible for ensuring the cake safely reaches its destination. I do not accept any responsibility for damages or losses once the cake leaves my personal control. Please don't bring any pets unless they are safely crated. Plan to have a nice level space to place the cake. You will be provided with the dimensions. Be sure that any other items are secured so they can't possibly fall during a sharp turn or hard brake. When you arrive at the event facility, personally walk the path to your destination before taking the cake. This will allow you an opportunity to notice (& possibly move) any obstacles. This also alerts the staff that you will be bringing in the cake & they should move out of the way! Should a disaster befall, every effort will be made to reach your location and repair the damage. Repair costs will be billed.

I know this doesn't help for THIS cake, but might help in the future. It spells it out as clearly as possible.

www.VeryDeliciousDesserts.com

https://www.facebook.com/pages/Delicious-Desserts/207874222593145

 

It's never "just cake!"

 

You may get a cake for $way to little but you won't get this cake!

Animal
(4 photos)
 
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www.VeryDeliciousDesserts.com

https://www.facebook.com/pages/Delicious-Desserts/207874222593145

 

It's never "just cake!"

 

You may get a cake for $way to little but you won't get this cake!

Animal
(4 photos)
 
Reply
post #25 of 37
Absolutely no refund. The cake was fine when it left your house and you have the picture to prove it. The grandparents did not transport it safely.

I would tell the bride that you sympathize with her disappointment since you put many hours of hard work into the cake. You advised the grandparents how the cake should be transported and that you cannot be held responsible for the cake once it leaves your possession.

You might want to offer an anniversary tier or some cupcakes to help smooth things over.
Lesson learned for next time. Either insist on delivery or make them sign a waiver if they choose to pick up themselves. I personally do not allow pick-ups for anything over 2 tiers and even then I try and talk them into having it delivered.
Tact is telling someone where to go so nicely they can't wait to take the trip!
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Tact is telling someone where to go so nicely they can't wait to take the trip!
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post #26 of 37
Thread Starter 
A fellow caker friend of mine contacted me to let me know she has seen the "wedding photos" and there is a photo of the "CAKE" standing in all it's glory!! I'm stunned to say the least that someone would actually try to get a free wedding cake.

I'm not offering ANY refund on her cake!! I'm so pissed right now............

Thanks for all the support. It has helped me get though one hell of a day that I should have spent resting from the work week.
post #27 of 37
Oh for pete's sake...i have a blog post going up tomorrow about how people are increasingly trying to scam wedding businesses in general, and this is just another anecdote to add to the list. I'd see if your friend can get a screenshot of that photo to show that the cake survived when they call and try to rip you off for a refund.
post #28 of 37
Quote:
Originally Posted by CarolLee

Well. I did just hear from the bride. She says her grandparents told her the cake "crumbled" just a short way down the road from my kitchen. Then, they went to the venue and the grandmother tried to fix it best she could. It was very little by then.

My question is: Why the heck didn't they just bring it back to me??? I say it fell over during a turn and they just kept going. She had my phone number. grrr. I do believe the bride will ask for a full refund.



Quote:
Originally Posted by CarolLee

A fellow caker friend of mine contacted me to let me know she has seen the "wedding photos" and there is a photo of the "CAKE" standing in all it's glory!! I'm stunned to say the least that someone would actually try to get a free wedding cake.

I'm not offering ANY refund on her cake!! I'm so pissed right now............

Thanks for all the support. It has helped me get though one hell of a day that I should have spent resting from the work week.



CarolLee~~I strongly suggest that before you say anything to anyone else about the cake, that you give yourself time to become calm. NEVER make business decisions or have a confrontation with a client unless YOU are calm and have fully considered the business options that are most appropriate.

Are you angry at them? Or, are you angry at yourself for releasing the cake without a contract that included a "self-delivery" clause? Have they actually asked you for a partial or full refund? Perhaps the grandparents who "used to do cake" were able to effect a wonderful repair job. Perhaps the grandparents will accept the blame, perhaps they won't. From the information provided above, it sounds as though any number of things is possible.

Take a long, hot bath and let your muscles relax. Finish with a cool rinse off, and do something else for an hour or two that has nothing to do with cake. THEN--come back to the situation refreshed.

Then you can come back on and tell us that everything is ok, and they didn't ask for a refund after all since the grandparents were able to fix it.
(You're also going to tell us how tasty they said that cake was!)
post #29 of 37
Unbelievable what people do things like that!! Delicious desserts thanks for that great clause for contracts.
post #30 of 37
Here's one thing to bear in mind in this specific case: that grandpa and grandma didn't do too many stacked cakes back 30+ years ago...they were all tiered on plates back then. Much less risk of falling sideways.

However that doesn't excuse them ignoring your instructions. NOTHING does. If they ask for a refund, then you need to ask for a notarized (like by the photographer) photo of the cake at the reception. Third-party online comments are not legally a reason to demand a refund.

I have lived in a small town and I know how fast the garbage gets around (compared to good news). Remember--people who gossip like that obviously have nothing better to do with their time.
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