What kind of policies do you have for this kind of situation? - Page 2

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.

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?

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.
 

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.

I deliver cake occasionally where there is literally NOBODY there. Certain venues are worse than others for it. I never bother getting anyone to sign anything, nobody around here is willing to sign off on anything they didn't order or pay for. I have in my contract that photos that I take will serve as proof of delivery, and that if anyone moves the cake after I leave I'm not responsible for damage.

Quote:

Originally Posted by Godot 

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.

Exactly this...

here's how the conversation would have gone:

Bride" Blah blah blah, the stand broke and I'm mad"

baker: I'm mad too, I can't believe that someone would break my stand, that must have taken some effort, that thing is strong! Who moved it?

Bride: I don't know, it's your fault though.

Baker: oh no, it was fine when I set it up. I need you to find out who broke my stand, because if I can't fix it you're responsible for it according to the contract. I wouldn't want to have to keep your deposits, but if you can't figure out who did the damage you're responsible and I'll ahve to keep the deposits to replace the stand.

Bride; uhhh...but it's your fault!

Baker: I have no control over the cake or stand once I leave, so I have no idea what was done to the stand after I set it up. Until the stand is returned to me and it's in usable condition I'll have to keep the deposit. You have X number of days to return the equipment based on the contract you signed, so please let me know when you'll be returning the stand so that I can make sure it's in usable condition.

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.