What kind of policies do you have for this kind of situation?

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

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.

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.

Quote:

Originally Posted by jason_kraft


I've never seen a situation where there was no one at all at the venue. Worst case scenario you can get the signature from whoever is running the venue that day, we've had to do that a few times. If no one else was present I would have told the customer that she had to send someone to sign for the order, or she can reschedule the delivery for a different time.

oh sure it happens

we have one venue where we all know where the key is and we let ourselves in

srsly though for real

Quote:

Originally Posted by bellacakecreations 

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

This has exactly happened to me, twice. Both times were fine. With experience, there will be times this happens to most cakers.

I am sorry they are messing with you, OP!

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.