Stupidest Mistake A Wedding Cake Maker Could Make

Decorating By Cakes4UsAll Updated 22 May 2008 , 4:47pm by cakenewbiekgm

Cakes4UsAll Posted 14 May 2008 , 2:12pm
post #1 of 53

Ok...I am a regular member. I'm not trying to hide my identity from my favorite community but I am afraid of scaring off potential customers with the most horrible & embarrassing mistake that could be made by those in our field. My user name is my actual name so no hiding for me! I had 2 wedding cakes on Saturday and mixed up the deliveries but did not realize this myself. Unfortunately, one of the brides (very irate, understandably) contacted me and brought this to my attention.

I have not figured out how I could be this boneheaded except to say that possibly it was because the brides had the same first name. Although, I use the full name - I can't think of how else this could have happened.

One of the brides is completely understanding (I contacted this one first once it was brought to my attention) and will not accept a refund from me (although I plan on sending a partial anyway) and had simply asked for a small 8" replacement in the flavor they didn't receive. Now, unfortunately, the bride the contact me isn't so happy - and I do understand. What I need is advice.

She received the correct sheet cake and although she originally asked for a full refund I told her I would not refund correct delivery and she has agreed not to ask for a refund for this. Now, this is my dilemma - I need to know if I am in the wrong here so please give me your opinion. The wedding cake cost was $351 and I offered to refund $250 since she did serve the cake to her guests and they did eat it. It's not as though she didn't receive any cake - just not the correct one. Now, am I wrong to assume that it is reasonable to expect her to pay just $101 for her wedding cake? It has always been my policy to only refund the TOTAL if they either didn't get a wedding cake at all, OR, it fell due to my negligence.

I need opinions on what you would do. Thanks in advance.

52 replies
bisbqueenb Posted 14 May 2008 , 2:19pm
post #2 of 53

Was the 'error' in the design or just the flavor of the tiers? If it was a totally different design/flavors I would look at a refund differently than if it was just the 'inside'/flavor that was in error.

Cakes4UsAll Posted 14 May 2008 , 3:29pm
post #3 of 53

The mistake wasn't in the decorations or flavors - the wrong cake were delivered to each location. They were mixed up during delivery.....

costumeczar Posted 14 May 2008 , 3:30pm
post #4 of 53

I'd refund for the entire amount other than the cake that was right (the sheet). Unfortunately, if it was your mistake then you'll need to ante up. I'd feel terrible if this happened, so I'm not trying to be harsh, but I think that it isn't realistic to say that they shouldn't have a refund because they served the cake. What are you supposed to do at a wedding if the guests are there and they expect to be served cake? They can't not serve the guests, so the fact that they ate it doesn't correct the mistake. If it was me I'd refund the entire amount and chalk it up to a major "oops" moment. I know you'll get other opinion s on this, but that's just what I'd do. I'm sorry this happened, I'm sure that you feel horrible about it. icon_sad.gif

ccr03 Posted 14 May 2008 , 3:44pm
post #5 of 53

I'd have to agree 100% with costumerczar. It seems like the only fair thing to do.

MikeRowesHunny Posted 14 May 2008 , 3:55pm
post #6 of 53

Yet another reason why I will never do 2 wedding cakes for the same weekend or 2 identical designs! I too agree that it's your mistake, so you must pay the price and give her a refund, less the cost of the sheet cake that was correct.

lilyanddayne Posted 14 May 2008 , 4:22pm
post #7 of 53

I would also give 100% refund to the bride. Like they say 1 unhappy customer will tell 10 people about the experience and then they too tell people...not worth the bad publicity!

vdrsolo Posted 14 May 2008 , 6:46pm
post #8 of 53

I have to agree with the others to refund 100%. You have to look at it if we were in her shoes with something that you had ordered.
You are very fortunate that the other bride wouldn't accept your refund, you got lucky there!

CakeDiva73 Posted 14 May 2008 , 7:20pm
post #9 of 53

Oh, I'm so sorry......... that terrible. I have to agree that you owe her a full refund on the wedding cake. It wasn't what she ordered and she had no choice but to serve it. Just because the other bride is being cool about it doesn't mean that this one is being unreasonable.

I'm sorry - it's a huge chunk of money to have to 'eat' but what choice to do you have? She paid $351 for a cake she didn't get. And it sounds like the cake flavors were different, as I'm sure the design was. It's not as if it was a slight misunderstanding about decoration or colors or something.

Oh, I'm sorry! I don't mean to sound harsh - it could have happened to anyone - especially with 2 brides, same name and same day icon_sad.gif but how would you feel if you were in her place? I do wish you the best of luck with this......

pinklesley1 Posted 14 May 2008 , 7:29pm
post #10 of 53

thats terrible... im so sorry...
i would give her a refund, on the part that was inncorrect.

BrandisBaked Posted 14 May 2008 , 7:30pm
post #11 of 53

I'd refund for the whole wedding cake. Look at it this way - if both brides were irate, you'd be refunding much more, right?

Just be glad that one is being so understanding and be more careful in the future.


ANicole Posted 14 May 2008 , 7:31pm
post #12 of 53

Give her the full refund and feel good knowing that you are moving past it and it's over - and she can walk away knowing you did the professional and right thing. Mistakes happen - we're all human! Don't dwell on it. Just try to make it right.



lu9129 Posted 14 May 2008 , 7:31pm
post #13 of 53

I'm just wondering, who signed off on the cakes?

Looks like refund to me also. I feel so bad for you.

Everyone makes mistakes. Just chalk it up and move on!


dawnell Posted 14 May 2008 , 7:39pm
post #14 of 53

I would refund the entire amount. I remember dreaming of my wedding even before I ever had a boyfreind so remember this is probably the most important day of her life so far. I would even probably go so far to offer to make a mini cake or a 8" cake like she orginally wanted for their 1st anniversary.

dawnell Posted 14 May 2008 , 7:40pm
post #15 of 53

I would refund the entire amount. I remember dreaming of my wedding even before I ever had a boyfreind so remember this is probably the most important day of her life so far. I would even probably go so far to offer to make a mini cake or a 8" cake like she orginally wanted for their 1st anniversary.

jen1977 Posted 14 May 2008 , 8:00pm
post #16 of 53

I would refund the full amount since she didnt get the cake that she ordered. I'm assuming that hte flavors were different. Did she get less cake, less expensive fillings and decorations? I'd refund the full amount anyway. She really had no choice but to serve the cake to her guests.

mmgiles Posted 14 May 2008 , 8:00pm
post #17 of 53

I would refund the entire amount. The fact that she got the right sheet cake is just a bonus for her inconvenience, and shouldnt be charged for it, in my opinion. I would also make a small cake to look just like the one she ordered. This might be 4,6,8 but that would be what I did.

My biggest fear is ruining someone's wedding day.

jennifer7777 Posted 14 May 2008 , 8:03pm
post #18 of 53
Originally Posted by lu9129

I'm just wondering, who signed off on the cakes?

I was wondering the same. I would refund the total amount LESS the amount of the sheet cake, which was right.
Sorry you had this experience.

bigmama1961 Posted 14 May 2008 , 8:07pm
post #19 of 53

I too agree with everyone else just refund her because everyone will hear and this isnt good for your business.I am so sorry, I would just keep saying you are sorry thats all anyone can do just a bad mistake we all make them...And you will feel better in the long run and it is the right thing to do..Do what you feel is right I believe you already have the answer you just need to be insured...

liapsim Posted 14 May 2008 , 8:17pm
post #20 of 53

I have to say I'm with the other members. At least you don't have to refund both and learn I guess!

Better luck next time!

pastryjen Posted 14 May 2008 , 8:25pm
post #21 of 53

I would bet whoever signed off on the cake didn't know what it was supposed to look like - assumed that because it was a cake, and set up properly it was fine.

Yep, I too would refund the entire amount.

MeMo07 Posted 14 May 2008 , 8:27pm
post #22 of 53

Did they not have your cell phone number to call you immediately? I guess I'm not understanding why it wasn't taken care of before they got to the point of having to cut it.

Cakes4UsAll Posted 14 May 2008 , 8:35pm
post #23 of 53

Thanks so much to all of you - I knew that if I asked someone would set me straight. I think my embarrassment was clouding my judgment because I should have know this myself. I will be issuing a refund immediately just to deal with this quickly and move past it.

I still don't know how it happened but I know it won't happen again! Thanks....

btw - they did have my cell phone and the does kill me a bit because if they had just called - there was enough time that I cold have corrected the mistake - but hey, it's still my fault so I can't really complain. It would have been nice for them to call

CoutureCakeCreations Posted 14 May 2008 , 8:41pm
post #24 of 53

I was also wondering why you were not notified immediatly, but like you said, just move it passed you and issue the refund!!
Hey you live and you learn. That is all you can do!!

revel Posted 14 May 2008 , 8:42pm
post #25 of 53

For the bride who was cool with the mix-up i don't think i'd giver her a refund..i'd probably give her a 50% off her next cake order..That way she'll come back and you can make that cake extra special.
For the other bride, i'd giver her a full refund and a 10% off her next cake order
I'm so sorry that happened! Easy enough to do though.

all4cake Posted 14 May 2008 , 9:18pm
post #26 of 53

I agree...100% refund. She had no choice but to serve the, that shouldn't even be part of the "but" factor.

I check-double check-triple check....

name, description of cake and destination are all highlighted on the order form along with Day-Date-Time.

I would be bummed out about the money but it's the embarassment that would follow should something like that happen that keeps my CYA list so long.

TheCakerator Posted 14 May 2008 , 9:21pm
post #27 of 53

I didn't read through all the post's so forgive me if I am repeating someone else, but I think you should give 100% of the refund back. Even though she served the wrong cake, she had to serve something to her guest's since they didn't know that was the wrong cake delivered. It was her big day, and she put her faith into your work and competence that you would do right by her which unfortunately all you did was provide her a cake, not her design and not her flavors. I think it's only fair to give back the full refund.

tirby Posted 14 May 2008 , 9:22pm
post #28 of 53

I don't do more than 1 wedding at a time. But as far as them not calling you. Just to make it known. I have had MANY, almost all , brides just trust that you are doing what they expect and they don't go look at the cake BEFORE the reception. Most of my brides don't even see the cake untill they walk into the reception hall after the wedding. And sadly by then it really is to late to do much. (and why complain in front of all the guests).
So I can see why no call during that time.....

melysa Posted 14 May 2008 , 9:22pm
post #29 of 53

i just read the first page, so not sure if this has been mentioned on page two...

i would refund 100 percent to BOTH (ouch, i know) brides. because i agree that word of mouth works both ways. i think although the one bride is understanding and didnt ask for the refund, if you do, she is ten times more likely to refer you because of your kindness and extra effort to make things right. and of course, the angry bride...she is less likely to spread bad word of you. she'll still be frustrated, but at least she'll know that you fixed the situation to the best of your ability.

summernoelle Posted 14 May 2008 , 9:37pm
post #30 of 53

Ooooooh, I HATE to say this...but....I think she does deserve the whole refund. I know if it had been my wedding, that is what I would have expected under the same circumstances. Even though they ate it, they had to have something at the wedding to serve, so I think in the situation that can't be used as an argument.
Something that may help is making sure the Bride has some type of rep there to sign for the cake, to make sure everything is right.
Although, I don't feel like you deserve to be treated poorly by her-it was an honest mistake, and you are human!
Give the refund, shake it off, and go on. (((((hugs))))) to you! I am so sorry!

Quote by @%username% on %date%