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Need advice on refund request

post #1 of 28
Thread Starter 

Hello all!  I am trying to decide how to deal with a refund request.  PLease tell me what you would do.

 

A bride contacts to set up a tasting and design consult.  At the appointment with her was her mom and sister.  She places a large order and tells me that they definitely  want a groom's cake to celebrate the groom's 30th birthday that was taking place just days before the wedding.  The bride tells me that the groom's mom will be contacting me place to order as she is paying for it.

 

The deadline for order changes, final serving count and final payment comes and passes.  We are now one week out from wedding day.  ( I generally have a 3 week final deadline but this one slipped through) I contact the bride.  She makes the final arrangements and asks about the grooms cake.  I told her the MOG had not contacted me to place the order.  She told me to go ahead and order the cake ( I knew what she had in mind) and to add it to her total.  She told me to make it one of the flavors she had selected for her cake.  

Bride asks me to text her total and she will call me with CC # as she lives out of town and will not be in until a few days before wedding.

 

Please know that I was fully booked for this weekend and had been turning down orders for this weekend for a week or so.  So if the MOG had contacted me separately, I would not have been able to take her order.

 

I made my baking schedule for the week on Sunday evening 

 

Monday, MOG comes in to order grooms cake.  I told her that bride had already ordered it and a design had been selected.  I told her that if she wanted his fav football represented, she would need to provide me fabric to make the board, a topper, etc as I could not replicate the team logo.

 

MOG mentions another flavor and I jot it down on the order form my employee had started while I was out.  I returned to the shop in the middle of her visit and took over the order or i would have just used the bride completed order form.

 

MOG asks me of its been paid for.  I tell her bride is calling me today with CC#.  MOG says I'll just take care of it and pays for entire order.

 

Wedding day comes and its delivery time.  The bride, MOB, and MOG all see the wedding cake, groom's cake and kitchen cakes.  They love them all! Very happy customers!  I leave feeling satisfied and continue on the rest of my deliveries.  

 

Monday morning comes and I receive a very angry call from MOG.  The flavor of the groom's cake was wrong, she is extremely disappointed and "What am I going to do about it?"  I realize that the error occurred because I already had my baking schedule made and I did not change the flavor of the cake when MOG came in the Monday before the wedding.  I told her i could make her a cake in the flavor she wanted or ... She cut me off and said refund.  She stated her address to send the check.  I told her would have something figured out by end of week.

 

To get a better idea of the situation, I contacted the bride, did not tell her about MOG complaints, but gave another congratulations and asked how everything went.  She responded with "Thank u so much! All we heard all night was how great the cake was!  The main cake looked magnificent!  I loved it"

 

So, ask you: who's order was this?  I made the order the bride placed.  She was my client.  Would you refund?  If so, how much?

 

Sorry this is so long.  I just don't know what to do.  Thanks for your advice

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post #2 of 28

so if i understand this correctly, the mog paid for the bride's cake and kitchen cakes and groom's cake? all the stuff the bride ordered? that really complicates things--or did she just pay a small remaining balance due?

I was addicted to the Hokey Pokey, but I turned myself around.

 

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post #3 of 28
Thread Starter 

She paid for everything except the deposit bride had paid at consult.  She bride was going to send me CC # later that same day when she was off work 

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post #4 of 28

I would just give her 50% of the price of the groom's cake back.  Not changing the flavor was an oversight on your part, but it was what the bride originally ordered.  Apologize and move on.

 

Liz

Follow me on my Twitter handle: @Sugar_Iowa

Or on Facebook: https://www.facebook.com/SugarFineBakedGoodsAndConfections

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post #5 of 28

i mean what if you did the mog's flavor and the bride called all pissed that you did the wrong flavor on the groom's cake--

 

you should not hold the bag for the two chicks

 

i would explain that and refund half the amount.

 

i mean you have two different orders paid for by two different people--you would get it wrong either way--

 

half is super generous imo

I was addicted to the Hokey Pokey, but I turned myself around.

 

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I was addicted to the Hokey Pokey, but I turned myself around.

 

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post #6 of 28
10% is generous, it was a flavor approved by the bride, even if it was not the specific one. Your contract states changes can't be made after a certain date for this very reason.

It's simply a gesture of goodwill at this point, since she's not returning the cake. Or she can have 6 cupcakes in the flavor she wanted.
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post #7 of 28
Thread Starter 

Thank you for your advice.  If was considering 50%.  The whole situation is complicated with the MOG paying, but the bride ordering because MOG didnt follow through in time.  I'll send her a check for 50% of the groom's cake and call it a day.  I'm not upset about the situation at all, I just needed a little guidance in dealing with the MOG 

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post #8 of 28
Quote:
Originally Posted by kikiandkyle View Post

Your contract states changes can't be made after a certain date for this very reason.

 

That's a really good point. I'd mention the brides choices were what were placed on your work sheet, your sorry about that but your staff baked the cake that was ordered because they new it was too late to make changes in the contract.

 

I'd apologize for the confusion in your kitchen and explain that you don't usually take last minute order changes and this is why, so your staff missed it. I'd offer to give her a big discount on the next cake she ordered from you......and hope she didn't come back.

post #9 of 28

I agree that 50% is MORE than generous, but to me it is best to just wrap it up and be done with it.  Maybe the bride was supposed to order the MOG's flavor the whole time and didn't - you just don't know, and honestly, probably don't care.  And it is so complicated with two parties paying for it . . .

 

I'm sure your generous offer will take care of it. :)

 

Liz

Follow me on my Twitter handle: @Sugar_Iowa

Or on Facebook: https://www.facebook.com/SugarFineBakedGoodsAndConfections

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post #10 of 28
Quote:
Originally Posted by liz at sugar View Post
 

I agree that 50% is MORE than generous, but to me it is best to just wrap it up and be done with it.  Maybe the bride was supposed to order the MOG's flavor the whole time and didn't - you just don't know, and honestly, probably don't care.  And it is so complicated with two parties paying for it . . .

 

I'm sure your generous offer will take care of it. :)

 

Liz

Yeah,they made this whole thing too complicated...Just write a check and move on.

post #11 of 28
I think you are very gracious at considering a refund at all! I believe in contracts. I think a rule should be added that changes must be made by person placing the order so that parties must reach a mutual agreement and your left out of that mess.
"As an artist in other mediums, cake is my favorite canvas!"
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post #12 of 28
I think a refund is in order. This was not a case of not being able to accomodate a late change. You bent your own rules here. You said you could do the flavor and wrote it in the wrong place. You didnt deliver on what you said you would. I think a refund is in order. Since there was some confusion i think 50% is a good starting place.
(Eta: 50% of the grooms cake, not the total order right?)
post #13 of 28
Thread Starter 
Quote:
Originally Posted by Sassyzan View Post

I think a refund is in order. This was not a case of not being able to accomodate a late change. You bent your own rules here. You said you could do the flavor and wrote it in the wrong place. You didnt deliver on what you said you would. I think a refund is in order. Since there was some confusion i think 50% is a good starting place.
(Eta: 50% of the grooms cake, not the total order right?)

Yes, definately just on the groom's cake 

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post #14 of 28
It's not like she gave them a flavor that was completely out of the realm, and the cake was still loved and eaten. 50% seems outrageous to me. No wonder customers like this have such ridiculous expectations when it comes to refunds.
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post #15 of 28
But she personally took the order change and then didn't deliver it. It was her mistake, and 50% off should rectify it.

Liz

Follow me on my Twitter handle: @Sugar_Iowa

Or on Facebook: https://www.facebook.com/SugarFineBakedGoodsAndConfections

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