Bride Complaint...am I Wrong?

Business By Jenn123 Updated 23 Oct 2007 , 10:50am by mgdqueen

Jenn123 Posted 1 Oct 2007 , 12:38am
post #1 of 102

The bride asked for a combination of the first 2 cakes to serve 125 people. I charged $2 per serving plus $50 for fondant leaves and $20 for fondant ribbon. The last cake is what I delivered for her. I made a 12-8-6 (3 layers). I wanted it tall so that there would be plenty of room for the ribbon.

Mother -in-law called and said they were not at all satisfied. They didn't think it was big enough and didn't think it looked like a wedding cake. I asked if they ran out of cake...they said no. They didn't even cut the groom's cake. They also said the ribbon should have been satin. I don't remember if I discussed the ribbon with her but I always tell brides that satin doesn't work on buttercream. It absorbs the grease from the icing and looks blotchy. Bride was unhappy with my leaves. The bride did not complain about the taste of the cake. The Mother-in-law said one person told her that the cake was dry. She had a small bite and thought it was OK, but nothing special. This cake was ordered by phone and email. She didn't have time to get an ornament so at the last minute, I added the leaves and bow pieces.

Personally I feel that they over-spent on this wedding. The Mother-in-Law is involved because she paid for the cake. She was mostly mad because the cake wasn't big enough (to her). I think I gave them what they paid for. What do you think?

She says she is going to contact the credit card company tomorrow to get her money back. Has anyone been through a dispute like this?
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101 replies
LaSombra Posted 1 Oct 2007 , 12:49am
post #2 of 102

Your cake is beautiful. They got exactly what they asked for. According to the Wilton charts and since you made it extra tall (50% more height?), you made exactly the right amount of servings. If they didn't have any leftovers, I don't know what their problem would be icon_confused.gif Yeah, sounds to me like they're trying to get something for nothing. I usually give them the 6" cake free but that's not necessarily what another baker would do... I certainly hope they can't keep from paying you through the CC... That's rather scary.

ValMommytoDanny Posted 1 Oct 2007 , 12:51am
post #3 of 102

I think it's a case of buyers remorse... this is lovely.
If you have a contract or emails to prove the purchase make sure that when the CC contacts you regarding the dispute you send them everything. I handle cash at a big hospital system and we get the disputes to handle. If you have something that states the sales arrangement and their authorization you should be able to fight this with no problems.

Don't let them intimidate you....

indydebi Posted 1 Oct 2007 , 12:57am
post #4 of 102

(I checked with my 25-years-in-banking-husband on this one).

She cannot contact the credit card company to get her money back. She can contact them to dispute the billing. The credit card company will then contact you to get your side of the story. Now, what happens after that and how it's resolved is unclear, as he's been out of banking for sometime, so he can't recall what happens after that.

Personally, I think she's fulla sh**. It's a beautiful cake. For 125, I would have made a 14/10/6 minimum, but I understand yours were taller (and mine are only 2 layers) .... but they didn't run out of cake, so she's gonna have a hard time explaining how it wasn't big enough.

Did they serve it? Was it eaten? Then they owe you for it. What was on the order forms that the bride approved via email? If you told her she was getting a 12/8/6 and you delivered a 12/8/6, I dont' see that she has a leg to stand on. ONE person saying it was dry does not a valid money-back complaint make.

makeminepink Posted 1 Oct 2007 , 1:07am
post #5 of 102

Beautiful cake, a very good combination of the first two cakes! When will people ever be satisfied? Don't let it get to you. They're being ridiculous!

skeet1zp Posted 1 Oct 2007 , 1:10am
post #6 of 102

I think your cake is beautiful! Keep us posted as to what happens.

valora387 Posted 1 Oct 2007 , 1:11am
post #7 of 102

First of all, that is one gorgeous cake! I aspire to making cakes like that one.
Next, I think you delivered exactly what they asked for. I think you're right, she's just looking to get something for nothing. I hope everything works out ok for you. You did a great job, and deserve to make money on that fabulous cake! Keep us informed for how it turns out!
Erin

pidge Posted 1 Oct 2007 , 1:14am
post #8 of 102

if she does carry out her threat, i would send the credit card company the emails that you have posted here to show what the couple received. i would also email the grandmother and ask if there has been a misunderstanding and ask again if they ran out of cake ... when she reemails you will have it in writing that there was plenty of cake. you also have this post (which is dated) that states that there was plenty of cake -- and the pics to prove that it was what they ordered.
BTW = they ordered a beautiful cake -- and got a BEAUTIFUL cake ... sorry that you have to deal with all of this!!

aswartzw Posted 1 Oct 2007 , 1:18am
post #9 of 102

It's a gorgeous cake. Absolutely beautiful and I think it combines the two cakes perfectly.

I agree with everyone else that they're trying to get their money back. Her contacting the CC will not get her her money back. They do have to open an investigation and just looking at this and from what she has to say will not constitute a stop payment. It would have to come down to you not making the cake at all. I doubt anything will come out of it because she won't want to spend the time, energy, or extra money to get it handled outside of the CC.

Good luck. So sorry it has happened to you.

Lenore Posted 1 Oct 2007 , 1:23am
post #10 of 102

You did a spectacular job combining the decoration of both cakes into one. It is so absolutely perfect. I think they found themselves short on cash after all was said and done with the wedding. I hope all ends in your favor.

baergarivera Posted 1 Oct 2007 , 1:25am
post #11 of 102

Jenn123,

I think your cake is absolutely magnifisant and that the mother in law as to so many should stay of of wedding plannings and othe wedding things, They make me MAD icon_mad.giftapedshut.giftapedshut.gif

I think your cake is absolutely stunning and she is just trying to get something for nothing.

old bad lol i have people like this.

Michelle thumbs_up.gif

baergarivera Posted 1 Oct 2007 , 1:25am
post #12 of 102

Jenn123,

I think your cake is absolutely magnifisant and that the mother in law as to so many should stay of of wedding plannings and othe wedding things, They make me MAD icon_mad.giftapedshut.giftapedshut.gif

I think your cake is absolutely stunning and she is just trying to get something for nothing.

old bad lol i have people like this.

Michelle thumbs_up.gif

baergarivera Posted 1 Oct 2007 , 1:25am
post #13 of 102

Jenn123,

I think your cake is absolutely magnifisant and that the mother in law as to so many should stay of of wedding plannings and othe wedding things, They make me MAD icon_mad.giftapedshut.giftapedshut.gif

I think your cake is absolutely stunning and she is just trying to get something for nothing.

old bad lol i have people like this.

Michelle thumbs_up.gif

DelightsByE Posted 1 Oct 2007 , 1:30am
post #14 of 102
Quote:
Originally Posted by indydebi


Did they serve it? Was it eaten? Then they owe you for it. What was on the order forms that the bride approved via email? If you told her she was getting a 12/8/6 and you delivered a 12/8/6, I dont' see that she has a leg to stand on. ONE person saying it was dry does not a valid money-back complaint make.




This is the crux of the issue. If the service is provided, accepted, and then eaten by the customer, they cannot win the dispute.

Now - if they had refused the delivery of the cake on that basis, and you refused to refund their money, then they have a case. But my feeling is, the customer's credit card company won't even bother contacting your bank for a chargeback because the customer will not have enough basis.

It's kind of like - you go to a restaurant, order something, eat it, decide you don't like it, then you can't dispute it with the credit card. You ate it, end of story. HTH.

moxey2000 Posted 1 Oct 2007 , 1:33am
post #15 of 102

First, I think your cake was exactly what they ordered and very pretty.

Second, they can file a dispute with the CC and they will contact you and you will have chance to tell your side. Be very specific and include photos, copies of emails, etc. You aren't the first person this has happened to and the CC folks will be fair. They can tell when it's legit and when it's not.

Since you said this was done via email then it would behoove you to email them and detail the facts of the order, making sure you include the part about them not running out of cake. Apologize for their unhappiness and state that you aren't sure what it is they want. When they respond and don't dispute anything you said then you will have your proof - they got what they asked for. Include this email with your response to the CC. It's sort of a roundabout way of getting what you need from them, without coming out and asking for it.

Good luck. Have faith, it will all work out.

MFitz Posted 1 Oct 2007 , 1:33am
post #16 of 102

I have made it a rule in my contract the the deposit can be made with credit card but the final amount due must be paid in check 2 weeks prior to the event - that way the check will clear
Credit card stays on file and can be charged if any rentals are not returned

Your cake is beautiful!

lsawyer Posted 1 Oct 2007 , 1:35am
post #17 of 102

From my experiences with credit cards, American Express is the only one that automatically takes the side of the customer (which is why a lot of businesses don't take Am. X.). In a case like yours, all other CC companies usually end up telling the customer to battle it out in small claims court.

Jenn123 Posted 1 Oct 2007 , 1:36am
post #18 of 102

You guys make me laugh so hard! Thanks for the cheer up. I put my guts into each and every cake and it really hurts when someone complains for no good reason. THANKS!!! icon_smile.gif

indydebi Posted 1 Oct 2007 , 1:36am
post #19 of 102

As I was researching the competition in my area, I was at first surprised to find a very popular venue did not accept credit cards. It took me 3.7 seconds to realize why ..... they require final payment 30 days in advance and since they don't accept credit cards, they don't have this issue.

Just part of balancing the good with the bad, I guess!

jlh Posted 1 Oct 2007 , 1:37am
post #20 of 102

I'm sure the credit card company hears this all the time. Buyer's remorse. It's all fantastic the night of the wedding. The next day, when they look at the bills, all of a sudden, nothing was good enough. She really didn't provide an exact design. I think your design was a great combo. Good job.

maryjsgirl Posted 1 Oct 2007 , 2:00am
post #21 of 102

Just wanted to say your cake looked great! Be proud of it and don't let the cheapskate get in your head.

okieinalaska Posted 1 Oct 2007 , 3:55am
post #22 of 102

Just wanted to tell you you did a beautiful job on that cake and she is complaining only trying to get some money back.

heavenscent Posted 1 Oct 2007 , 4:18am
post #23 of 102

your cake is beautiful they got what they wanted. However they did not get it for free. What didn't you get the memo? We are supposed to pay the brides in order to do their weddings. hahah good grief some people.

1nanette Posted 1 Oct 2007 , 4:25am
post #24 of 102

Your cake looks about identical to the first picture. Its beautiful. They accepted delivery. They ate the cake. They gets no money back. Tell MIL to go suck lemons.

I just went through this with a MOB. She wanted one of her friends to make the cake. The couple wanted me. The couple won, MOB paid. She was upset because the vanilla cake didnt have specks of vanilla bean in it like Betty Crockers. icon_confused.gif No one else complained. Ive gotten tons of referrals from that wedding and it was only 2 weeks ago. Even MOB friend called to order cake. She just wanted to complain about something
out frustation of having to pay for a cake. Could also be your persons problem.

scrapmomof3 Posted 1 Oct 2007 , 4:41am
post #25 of 102

That is one GORGEOUS cake!! Sorry about the problems you are having, but you can be so proud of your work!

mommachris Posted 1 Oct 2007 , 4:51am
post #26 of 102

If you had shown up at my child's wedding with that cake, I would have called you too.
I'd have gushed up and down about how you had help to make their day so special.

Fabulous cake!!
What is that woman thinking? icon_confused.gif

mommachris

cakeatopia Posted 1 Oct 2007 , 4:51am
post #27 of 102

I just wanted to say I love your cake(esp the scrolly design around the edge). Very pretty.

Why is it that people think they can do this? Get the cake and then after they have consumed the thing, they want their money back? It is paid for, digested and now it is time to move on.

I have been to so many weddings and I just ooh and ahh the whole shindig--cake and all. how many people REALLY go up to the mil or bride or whomever and say, "Your wedding cake is dry?". If it is indeed dry, you go over and get more champagne and choke it down. I just love going to the weddings and being happy for the bride. I would not dream of complaining to the immediate family. On my wedding day, I (and don't throw cake at me!) just wanted a pretty cake. My mom was more worried about the flavors than I was--AND I PAID FOR THE THING!

Don't let this person get you down. And I hope it works out for you!

ceshell Posted 1 Oct 2007 , 4:58am
post #28 of 102

I still don't get it, you deliver a beautiful cake and they eat it, and then they think they are entitled to their money back because, in retrospect, they feel that some of the design elements were not 100% spot-on? Or because one person didn't like the taste? Did I miss the part where every single guest must love the cake, otherwise the b+g are entitled to a refund? And it's one thing if the cake design was wildly different than what was requested, but I don't think this could have been much MORE like what she claimed to have wanted. I can see why you are so frustrated! Especially since it's soo pretty!

Seriously your cake is gorgeous and of course it looks like a wedding cake. Don't let the monkeys get you down (or something like that).

Edited to add: PS, put that photo in your gallery! icon_razz.gif

imanah Posted 1 Oct 2007 , 5:31am
post #29 of 102

your cake is gorgeous. They are just odd silly people. It seems like the mom is a problem maker.

weddingsbymindy Posted 1 Oct 2007 , 5:40am
post #30 of 102

You made a great cake especially combining the two ideas, it looks like a magazine cake!!!! Gee that was a wedding cake? I thought this was for a baby shower! icon_lol.gif

Aside from the cc issue, as a business owner I have been contemplating a new contract policy. "Regardless of who pays for the cake the bride has sole ability to make changes of any kind and is the customer we recognize." Over the years we have seen many different persons pay for the cake and of course occasionally someone who did not order the cake ends up calling to make changes or have a question. Long story short I feel that the bride (usually person to order the cake) should have sole say over anything cake related. Imagine the bride orders a cake & mil calls to say I like this better do this instead! Yikes! I have to politely tell them if the bride wants to do that fine. What is the general consensus, does anyone have similar in their contract?

Jen123 I did have a customer dispute the charge long story short I lost as I didn't have the signature of the person who paid. I had the brides signature on the contract but accepted payment from the mob. Turned out the mob didn't know what the charge was from! What? Your daughter just got married & you didn't know why we charged your card? MOB forgot she made final small payment for the cake!? Mob eventually got around to paying us, in cash. We no longer accept credit cards for final payment. Personal check 2 weeks out or money order, cashiers check or cash after the two week mark. I hope you can stop the unwarranted dispute from buyers regret. Get all the emails together & signature on your order form, if you have it?

PS you didn't charge enough for that cake. We would have charged $500+

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