This morning I delivered a 6" cake with 130 cupcakes on a metal cupcake stand with the 6" cake on top. The client said 11am delivery but no one was there and nothing was setup. I called and was asked to setup what I could in the kitchen/prep area and they would move it to the table when it was decorated since they were running late. I had another delivery/setup otherwise I would have waited but we set up, took pictures, and left. This afternoon I received a call from the bride saying that when they went to cut their cake the stand fell apart and the 6" cake and ten cupcakes were casualties. We delivered the stand completely put together with the 6" cake already on place so if something was wrong then surely we would have had problems during the drive to the venue. I returned her phone call but so far have gotten voicemail. My contract states: "we are not responsible for any damages once setup is complete." Obviously they had to move the stand before the reception and I'm also curious as to how this heavy duty metal stand was broken. I was just wondering what you guys would do in this situation (I'm assuming she will be asking for a refund) and what other policies you have in place for this sort of thing.

Let them know you need pictures to prove their allagations.  You need to see how the heavy duty stand got broken.  This definately sounds to me like buyers remorse and they are just looking to get their money back :(

She needs to talk to whoever moved the stand. It's not your fault they weren't able to have you set it up where they wanted it. 

can you post a picture?

is it your stand?

who authorized you to set up??

i can't see how you owe her a refund

It is my stand. It locks in place very securely and I have delivered 6 tier cakes completely assembled with no issues. This was a small wedding in a community center where the family was doing everything.  the bride was the one who said to go ahead and setup. 

you did your job

you're not responsible for what happens after you leave the venue

you got pictures--you're golden

she's gonna owe you for your stand if it's broken

I have it in my contract about things like that. my policy states if there is no one there at time of delivery I will come back after all of my deliveries are done.if someone else has to move my product that is not the responsibility of me if something happens.it is not my responsibility if something happens after setup is done.If my stand is to get broken in some way they are at fault and will pay for the stand. You said you took pics before you left right? well you have those to refer back to.If the stand was inspected and was in working order when you left then it is off of you if you have that clause.

ADid anyone sign the invoice at the time of the delivery?

No. No one was there to sign the invoice. That's why I got pictures of a pretty cake and cupcakes  on a counter instead of a nicely decorated table. I got a go ahead to setup from the bride over the phone. I had never thought of a policy on case no one is there. What do you guys have in place for that.

A

I will not leave it if one of the contact people are not there.I have the clause that says I will deliver it after I have made the rest of my deliveries even if that means 5 hrs later.if they tell me a time and I am there at that time and they are not, sorry I have a contract that is initialed on every clause and signed at the bottom.

This was a little community center that they rented for a few hours. Not the typical venue and the family was doing everything. She had been there to open up and left leaving the place unlocked because she knew I was going to be there. First time I've ever delivered to an empty place

You tell the bride that you have pictures that everything was fine when you left and since you got her approval to set up you are not responsible for anything that happened once you left.  Tell her she is responsible for replacing your stand.
 

It is possible that that the stand got messed with during the move after the cakes were delivered. That is not your responsibility since they did not have the place ready per your contract, or a recipient to sign the paper work verifying that everything was okay when you left. It's totally conceivable that if they moved the cakes after you set up, whoever moved it may not have set things up as they should have. How are you responsible for that? You're not-- especially if the bride gave the go-ahead knowing that things would get moved.

Per policy: I would deliver at a later time.

Not only would there ne no refund, I would keep the entire deposit and purchase a new stand.

You did charge a cash deposit, right?

My equipment deposits are very high - the cost of a new stand plus the cost of overnight shipping. I find that with a large cash deposit - people are acutally more careful - and they bring the equipment back in time.

Yeah I was pretty distressed just leaving it with no one there. I'm going to add it into my contract that if no one is there to sign for the cake it will be delivered after all other deliveries. It was supposed to be a cash deposit but she brought a check instead (I know red flag) they are both students and were paying for their wedding out of their student loan money. I think bottom line I need to be more business-like and not make concessions on those points. 

i mean a check is ok so long as you can deposit it in enough time for it to clear or go straight to their bank to cash it--then you write them a refund check--well not in this case ;)

so i guess bridelette is out honeymooning and you haven't heard back?

I have heard nothing despite calling her multiple times so if they stop by to return the stand I'll let you guys know my theories on what happened. I still can't imagine what could've happened to make a stand that can support the weight of a 6 tier cake on a 3 hour delivery drive succumb to the simple cutting of a 6 " cake. 

Stop calling.

Send her a certified letter telling her you are keeping her equipment deposit since the stand was damaged.  If you didn't charge a deposit, send an invoice to cover the replacement cost.
 

Wow! You'd hate to have to resort to having someone sign for the cake, but It might be a good idea. I've had crazies try to pull fast ones on me too. Stick to your guns. The customer is NOT always right.

Having someone sign for the cake is not going to accomplish anything if it isn't the person who ordered it. I've been told about cakes that have looked fine when they were delivered, then they fell over an hour later because there were no supports inside of them. Having a signature isn't going to prove anything. 

Also, the complaint that the cake is dry, which seems to be the favorite of people who want to get money back since you can't prove or disprove that a week after the party, isn't something that a signature covers. IMO the signature on delivery is the equivalent of the center dowel on a five tier cake, just false security. It won't hold up most of the time.

I have never had someone sign for a cake I have delivered. That is what the pictures I take are for...to prove set up and the condition of the cake when I left.

90% of the time there is no one from the wedding at the venue when I am setting up.