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