Total Delivery Disaster. Need Advice :(
Decorating By musicmommy1 Updated 13 Mar 2014 , 9:46pm by inkyonne
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Don't beat yourself up. She put it in her trunk, like a bag of dog food. But you won't forget to tell the next person that's a no no, right?
Absolutely!!! I probably will just make sure to deliver to the location myself from now on. But, if something were to come up and it was absolutely necessary, I would definitely do a better job at giving them every bit of info I can to make sure they have the know-how to get it there safely. Even set up their car if I have to!!!
AThe cake was really nice though!!!! I like your skills! ;)
maybenot...I'm just curious...how does the memory foam work? It seems like it would make the surface a little unstable for holding the cake. Do you do something special to strap it down? With my luck, the cake box would fall off of the foam and I'd be up a creek! Do you put a non slip pad under and on top of the foam? As I said, I'm just curious as to how it works. If it will help protect a cake even more, I'm all for it. I have a Pilot that I deliver in, too; however, my deliveries are for close friends and family only, but I still like the cake to get there safely and in one piece.
As far as a dowel down the middle of a two tier cake....I was told by my decorating instructor and a professional baker friend that even with a two tier cake you should place a center dowel in the cake just to be safe. I did have a cake slip once when I just had bubble tea straws with a board between the two tiers. Luckily I was close enough to home that I went back, re-baked the bottom tier and redid the cake. It wasn't needed until the next day, so I had the rest of the day to fix it. The bubble tea straws were all cut even, but for some reason the cake just didn't make it to it's destination on the first delivery attempt. I put the center dowel in the cake when I redid it and it worked perfectly. I don't know if it's really needed or not, but I'll probably continue to do it just to be on the safe side.
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Thank you, thank you Morganchampagne!! That really means a lot and goes a long way right now. You all have really helped to calm my nerves (and believe me, I was a huge wreck). So, thanks for taking the time to respond, give me ideas and help me out. I so appreciate it
AI can't help but wonder the whole time the cake is in transit. Did they make it? Did they remember to leave someone in the car with the air on at rest stops? Did the dog nose in to the box and lick it? Did someone put their feet on the box? Ok not that extreme, but I do wonder sometimes! Can't help it really. ;)
maybenot...I'm just curious...how does the memory foam work? It seems like it would make the surface a little unstable for holding the cake. Do you do something special to strap it down? With my luck, the cake box would fall off of the foam and I'd be up a creek! Do you put a non slip pad under and on top of the foam? As I said, I'm just curious as to how it works. If it will help protect a cake even more, I'm all for it. I have a Pilot that I deliver in, too; however, my deliveries are for close friends and family only, but I still like the cake to get there safely and in one piece.
As far as a dowel down the middle of a two tier cake....I was told by my decorating instructor and a professional baker friend that even with a two tier cake you should place a center dowel in the cake just to be safe. I did have a cake slip once when I just had bubble tea straws with a board between the two tiers. Luckily I was close enough to home that I went back, re-baked the bottom tier and redid the cake. It wasn't needed until the next day, so I had the rest of the day to fix it. The bubble tea straws were all cut even, but for some reason the cake just didn't make it to it's destination on the first delivery attempt. I put the center dowel in the cake when I redid it and it worked perfectly. I don't know if it's really needed or not, but I'll probably continue to do it just to be on the safe side.
Gerle- the center dowel certainly can't hurt and really doesn't take much more effort. I think I'll be adding one from now on
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Beesknees- just saw your post and missed it earlier. I have been hesitant to refrigerate my decorated cakes, as I'm afraid the fondant and/or gumpaste may be affected in an adverse way. Maybe I need to get over my fear???
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I can't help but wonder the whole time the cake is in transit. Did they make it? Did they remember to leave someone in the car with the air on at rest stops? Did the dog nose in to the box and lick it? Did someone put their feet on the box? Ok not that extreme, but I do wonder sometimes! Can't help it really.
Bwahaha! Really, I mean, you don't know what's going on if you're not there! When I got the text with the pic on my phone, my husband saw it first and called me out to the kitchen. As I stared in horror, his words were, "I think their dog might have eaten it"!!! LOL
AI let customers pick up three tier and under cakes. I ALWAYS use SPS which was created in part for cake civilians to be able to transport cakes themselves. Before handing over the cake I would lift up one side of it, hold it tilted, and before the customer had a heart attack, set it back down, and say, "the cake is going to be fine. You can do this."
SPS works. And I never in 12 years chilled a cake for delivery because I don't have fridge space for that.
Switch to SPS and you'll be fine.
I usually insist on delivering the cakes myself just to be on the safe side. Only for tiered cakes though. Like this weekend I made a 3 tier cake, I assembled 2 tiers and drove to the location and then assembled the last tier with no problem.
Also, the blame shouldn't be on you, once you hand it to the customer its their responsibility. Especially if they want to pick it up after you insist on delivering it.
ASo sorry musicmommy! It was lovely. :( I usually deliver 3 tiers and taller, you technically had a 3 tiered cake bc of the double barrel. I know it's hard, but try to use it as a learning experience to protect yourself (and cakes) next time, I think what you offered the client was a good faith gesture on your part. I use sps on every 3+ tier cake and bubble straws on 2 tiers, but whatever you decide to do, make sure to clarify in your contract and go over "safe driving" and cake handling. It may be second nature to us but a lot of people don't have a clue how to transport, store or handle a cake. Hugs to you!
I let customers pick up three tier and under cakes. I ALWAYS use SPS which was created in part for cake civilians to be able to transport cakes themselves. Before handing over the cake I would lift up one side of it, hold it tilted, and before the customer had a heart attack, set it back down, and say, "the cake is going to be fine. You can do this."
SPS works. And I never in 12 years chilled a cake for delivery because I don't have fridge space for that.
Switch to SPS and you'll be fine.
Thank you Leah! I know you are a big proponent of SPS. I have done a little reading on it but am now going to check it out thoroughly. IF I ever make another cake for sale, I think I will definitely invest in SPS. I am going to check out the page 15 sticky ASAP.
Sweetshop- Unfotunately, I did not insist on delivering it which is where I believe I went wrong. I offered her delivery and talked her in to allowing me to at least deliver it to her home. But I should have done more to educate her on the delivery process. So, that is definitely on me.
Thank you Sixinarow! I needed a hug! I definitely will be adding to my contract. I like the idea of a safe driving practices section too. As I said before, if someone does not know what it takes to build a solid cake, then it stands to reason that they may not understand what it takes to take one down! This has indeed been a learning experience. Just form this I have 5 or 6 solid changes I plan on making, so very helpful. Wish I didn't have to learn this way but it has happened and I have to deal :)
I am going to send my client her partial refund today. I am a bit worried because I have heard nothing from her. Throughout the process she has always responded to my attempts at contact within an hour. Now, it's been complete radio silence for 24 :( I was thinking of sending her refund through certified mail. Do you think that is too much???
... I should have done more to educate her on the delivery process. So, that is definitely on me.
... I am a bit worried because I have heard nothing from her. Throughout the process she has always responded to my attempts at contact within an hour. Now, it's been complete radio silence...
I'm so sorry this happened! It's good that you are open-minded about resolving the issue by making changes in your business to avoid future delivery problems.
This is a big deal for your customer. I hope you're able to resolve it so that she feels better, and you do not hurt your business reputation. Please consider a full refund, sent with a card and your sincerest apologies.
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AZ- I know, My friend had a similar response when I told her she put it in the trunk. But some people honestly don't know. I mean she gasped when she saw how I had it packed in my car. If you don't know what it takes to build a cake, then it stands to reason that you may not know what it might take to take it down. I had a feeling when I left it. I just can't get past that part.
This is in fact correct. Despite the claim that people should obviously know how to transport a cake--that somehow it is just obvious--the simple fact is it is not. Whether in the truck or not what matters is is the cake level--better for it to be transported level in a trunk (the trunk in my car is flat and pristine) than placed in a bucket seat or bench seat that is angled (many are). In addition even if it was flat in the back I am sorry but the person driving that cake would likely have to change their driving habits. The way it is built any sudden lateral movement risks displacing the straws and collapsing the cake.
Straws displace weight they do nothing for lateral movement. And as others have noted in the past a center dowel does little when the cake is subjected to even modest lateral forces--the cake will keep its momentum tearing through the center dowel. When I transport I change the way I drive, try to avoid sudden breaking, accelerations, hard turns etc--why? Because I am aware what sudden movements mean for the structure of a cake. No cake, no worries a whip through turns, break hard, accelerate quickly. Folks without this experience would simply have no understanding and thus it should be explained to them.
Did you explain to her how why you transported it the way you did? Did you explain to her that it was paramount that she avoid any sudden changes that exposed the cake to lateral forces? If not then really how can you fault the customer for not knowing how to get it from point A to point B?
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Original message sent by Gerle
maybenot...I'm just curious...how does the memory foam work? It seems like it would make the surface a little unstable for holding the cake. Do you do something special to strap it down? With my luck, the cake box would fall off of the foam and I'd be up a creek! Do you put a non slip pad under and on top of the foam?
Memory foam is almost sticky to the touch. You can put a piece of non-skid under it and/or on top of it, if you want, but it's not necessary. This type of foam is noted for not transferring motion.
As for central dowels, I use them in 3+ tiers. For long deliveries, I use 2.
This is in fact correct. Despite the claim that people should obviously know how to transport a cake--that somehow it is just obvious--the simple fact is it is not. Whether in the truck or not what matters is is the cake level--better for it to be transported level in a trunk (the trunk in my car is flat and pristine) than placed in a bucket seat or bench seat that is angled (many are). In addition even if it was flat in the back I am sorry but the person driving that cake would likely have to change their driving habits. The way it is built any sudden lateral movement risks displacing the straws and collapsing the cake.
Straws displace weight they do nothing for lateral movement. And as others have noted in the past a center dowel does little when the cake is subjected to even modest lateral forces--the cake will keep its momentum tearing through the center dowel. When I transport I change the way I drive, try to avoid sudden breaking, accelerations, hard turns etc--why? Because I am aware what sudden movements mean for the structure of a cake. No cake, no worries a whip through turns, break hard, accelerate quickly. Folks without this experience would simply have no understanding and thus it should be explained to them.
Did you explain to her how why you transported it the way you did? Did you explain to her that it was paramount that she avoid any sudden changes that exposed the cake to lateral forces? If not then really how can you fault the customer for not knowing how to get it from point A to point B?
Gatorcake- I did explain to her that she needed a flat surface, needed to make sure the cake box would not slide around, and that she needed to drive carefully. But that was it. I feel I should have asked her exactly how she was planning to transport it and then advise her from there. If she did not have the ability to transport it herself, I suppose then I should have insisted on delivering it. An hour long delivery would have been a lot better than spending the time and money I did to make the cake and then have to eat the whole thing (pun intended).
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I'm so sorry this happened! It's good that you are open-minded about resolving the issue by making changes in your business to avoid future delivery problems.
This is a big deal for your customer. I hope you're able to resolve it so that she feels better, and you do not hurt your business reputation. Please consider a full refund, sent with a card and your sincerest apologies.
MimiFix- perhaps I should just offer a full refund. It really isn't worth it to me to have this whole thing end badly or with the customer feeling cheated. Honestly, I do not know how she feels because she has not responded to my message. I feel that is probably not a good sign. I feel so bad about this. However, there is still a little part of me that is frustrated because I left in her hands a perfect cake- baked and decorated to her exact specifications. But as I said, I am not above giving a full refund. Perhaps it's the people pleaser in me and the fact that I hate for people to be mad at me. I have not yet sent her the refund, as I was still mulling over what to do today. I know I just need to figure it out and move on :)
I only use wooden dowels but I deliver everything cold from the fridge. A room temperature cake in the trunk of a car isn't a good combination.
Another thing is that if you do let the client take a cake in their car, which I do occasionally do, is that you should put the cake in the car yourself. I always take it to the car and make sure that wherever they're putting it is an okay place. There have been times when they've been intending to put a cake on a slanted back seat, but I make sure that they have it somewhere secure before they drive off. I tell them that once they drive away it's their responsibility, so they usually drive pretty carefully. If the cake is cold that will help ensure that it won't shift around. I don't use a center dowel either.
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Original message sent by costumeczar
I only use wooden dowels but I deliver everything cold from the fridge. A room temperature cake in the trunk of a car isn't a good combination.
Another thing is that if you do let the client take a cake in their car, which I do occasionally do, is that you should put the cake in the car yourself. I always take it to the car and make sure that wherever they're putting it is an okay place. There have been times when they've been intending to put a cake on a slanted back seat, but I make sure that they have it somewhere secure before they drive off. I tell them that once they drive away it's their responsibility, so they usually drive pretty carefully. If the cake is cold that will help ensure that it won't shift around. I don't use a center dowel either.
Hi Costumeczar- thank you for your reply. My boxing/transport method has actually come from a video you posted on YouTube (at least I think that was you)
Hi Costumeczar- Yes, the cake was put in an actual trunk. Not the back of an SUV. And you are correct, the top tier was mostly intact.
Thank you for all of the info. I am going to try refrigerating some of my left over flowers to see what happens, as you suggested. All very good suggestions. I have many things I will be changing to ensure that this DOESN NOT happen again :)
And oh my, I can't imagine the face on that MOB!!! Awesome that the cake was so well built that it did not fall apart! THAT is what I am striving for here!!
Hi Everyone,
I just wanted to add one more post to wrap up this thread and give it an ending- and it's a happy one!!! I finally was able to speak with my client today. She was not mad at me at all and really felt bad about her decision to put the cake in the trunk of her car. I explained that I felt my cake was solidly built, but also that I could have done more to make sure she had all of the info needed to transport the cake safely (or that I should have insisted on transporting it myself). In the end, I am issuing her a partial refund, which I feel good about. Though I offered, she said that she did not feel she could take a full refund because she loved the cake and thought it was delicious. Apparently she was able to serve a good portion of it to her guests.
I feel so relieved to have talked with her. I'm glad to have learned what I did, though I would have preferred for it to be under different circumstances! LOL. Thank you everyone who took the time to give me your thoughts and opinions. I really needed the help and support and that's just what I got :) You all are the best!!! I sincerely appreciate it!!!
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