Help - Ordered paid for - now wants refund...

Business By poshcakedesigns Updated 17 Mar 2013 , 5:17am by Syriana

kalamagal Posted 2 Dec 2008 , 6:44am
post #31 of 68
Quote:
Quote:

Return the call,

"Hi, .... . This is ..... . Your call took me by surprise the other day. I understand that you would like a refund of the monies paid for the order placed with me for your wedding cake on 12/20. Although the contract that was agreed upon and signed by you and .... , clearly states no cash refund, I am going to refund 100%. Monies were paid before you had the opportunity to taste my cake and make an more informed decision. I will have to wait until the funds have cleared before crediting you with that amount. Thank you for considering me for this event. I hope to do business with you in the future. If you would like, I can call you when it is credited back."


Surely you have got to be kidding????

If these folks have picked a Dec 20th wedding date they have got to know that at this time of year they are up against the holiday crunch and that everybody is super busy, time is of the essence.

I stick with my original post and say screw them - lesson learned.


kalamagal Posted 2 Dec 2008 , 6:47am
post #32 of 68

Oops - messed up the quote..... icon_cry.gif

all4cake Posted 2 Dec 2008 , 7:21am
post #33 of 68

lol...it's okay...I know I got the point.

tinygoose Posted 2 Dec 2008 , 7:42am
post #34 of 68

This is why I let the machine pick it up if a client calls. Gives me a few minutes to get my thoughts together before I call them back. Most of the time it's just whether or not I can do an intricate 3d cake on short, short notice, but since I always want to help them out I often agree too quickly then end up regretting it at 2:00am.

Deb_ Posted 2 Dec 2008 , 1:47pm
post #35 of 68

Well it's morning here and after sleeping on it I'm starting to agree with k8memphis. It does sound fishy that they would order a wedding cake at such a late date, come to a tasting, charge the amount to their cc, and than request a refund.

I would call them and tell them you have to wait to have the funds cleared and in hand before you can do anything......and that's only if you decide to refund.

One question about your "no cash refund" line in your contract though, because I'm still thinking about that..........Do you apply ALL the money you have received from the client towards a future order or just a potion of it? I understand keeping some money because we turn down other orders when we have a date booked up, but.......if you just apply it to a future order, how is that benefiting you? You're essentially working for free on that future cake, because the funds you kept from the previous order, was the payment for that date that you couldn't rebook at such late notice. icon_confused.gificon_confused.gif

Now I'm confusing myself and everyone else probably! I need caffeine before I tackle these problems icon_cry.gif

I have in my contract.......50% NON-REFUNDABLE deposit due upon placement of order. Payment due in full 30 days prior to the date of the event. Non-payment of balance will result in cancellation of order. No exceptions.

I don't offer any monies from the deposit to be used towards a future order, that's my compensation for holding their date. Usually if they cancel from non-payment, I still have 30 days to rebook with some smaller cake orders. In 20 yrs, I've only kept 3 deposits from canceling or non-payment that I can think of.

Off to tank up on some caffeine icon_biggrin.gif

Kay_NL Posted 2 Dec 2008 , 2:08pm
post #36 of 68

I question the wording "No CASH refund." which to me, implies that you will still refund credit??

I would probably refund a portion, just not all...

DaCakeDiva Posted 2 Dec 2008 , 2:19pm
post #37 of 68

They need their butts kicked for making you second guess your cake just because Aunt Minnie Lou decided to make a boxed cake and put cute little gum drops and store bought sugar cookies on it (The $500 Walmart cake). Who in the (bad word) do they think they are. Do they know that cake central members will start a revolution and they will never buy another cake any where in this community. We know people!

OMG that was my penned up inner baker throwing a tantrum.

Just trying to lighten up the mood.

DaCakeDiva Posted 2 Dec 2008 , 2:25pm
post #38 of 68

NO CASH REFUND means (generally) that you get a store credit only. You don't get to spend that money anywhere else. That is coming from a "buy"-ologist/ shopoholic/ person who has been in every store and will spend her lunch money on cake decorating supplies.

alvarezmom Posted 2 Dec 2008 , 2:34pm
post #39 of 68

HeavenLeeCakes--LOL @ $500 cake!!! I so remember that post. That was really bad. Mario didnt look to bad. Good thing he was standing by the cake.

I'm leaning towards a precious post. Where you state no refund before two week of event...(that sounds crazy-geez I cant process just yet). It is before the two week cut off. I would refund half, and if they came back wanting the 2nd half I would then let them know you turned down 2 other orders.

If you do decide to give them full credit I would wait until the money has cleared. CC scams are high and with the way the economy is you have to be more careful.

This sucks! Sorry this has happened to you.

Kiddiekakes Posted 2 Dec 2008 , 2:36pm
post #40 of 68

Okay...Did they pay you a cash or cheque deposit?? If so...the money is refundable after the cheque clears the bank...If they gave you a deposit via credit card then I would refund the money immediately...However I am a bit confused because if it was a last minute order I would have stated to them and in my contract that there is no refund policy!! period... just to cover the inconvenience of it being last minute..alot of high end cake decoraters charge a fee for last minute cakes and No Refund at all!! If they didn't like the cake tasting they should have never booked! I am confused as to why they did! Sounds like they were shopping around and just expect to get their money back from place to place..Doesn't work that way in the events industry!!Good Luck with it!!

summernoelle Posted 2 Dec 2008 , 3:04pm
post #41 of 68
Quote:
Originally Posted by tinygoose

This is why I let the machine pick it up if a client calls. Gives me a few minutes to get my thoughts together before I call them back. Most of the time it's just whether or not I can do an intricate 3d cake on short, short notice, but since I always want to help them out I often agree too quickly then end up regretting it at 2:00am.



Haha. I do this too! I helps me filter out things I don't want to do, because I would have a harder time saying no if I just picked up and started talking to a client.
I need an assistant.

-K8memphis Posted 2 Dec 2008 , 3:14pm
post #42 of 68
Quote:
Originally Posted by all4cake

and the cake may not have been what they were looking for for their wedding cake but it may be just the cake for another function, if they were looking for something inparticular for their wedding is the reason for the "...future." comment.




<insert shaking head back and forth like a metronome with teeth clenched in a grin smilie face> Uh ugh no nope no way. If they were cake shopping then they shouldn'ta signed the contract. This is a last minute order during Christmas.

Nobody gets in to see the Wizard no way no how. If they don't like my awesome amazing sought after fought over cake for thier stinking little dweeby last minute (prolly shotgun [just addng some drama]) wedding then they can go you know where and do you know what with that! Yes?

Where's the I want to shake you smilie face icon_biggrin.gif

icon_lol.gificon_lol.gificon_lol.gif

poshcakedesigns Posted 2 Dec 2008 , 3:27pm
post #43 of 68
Quote:
Originally Posted by Kiddiekakes

Okay...Did they pay you a cash or cheque deposit?? If so...the money is refundable after the cheque clears the bank...If they gave you a deposit via credit card then I would refund the money immediately...However I am a bit confused because if it was a last minute order I would have stated to them and in my contract that there is no refund policy!! period... just to cover the inconvenience of it being last minute..alot of high end cake decoraters charge a fee for last minute cakes and No Refund at all!! If they didn't like the cake tasting they should have never booked! I am confused as to why they did! Sounds like they were shopping around and just expect to get their money back from place to place..Doesn't work that way in the events industry!!Good Luck with it!!




Thanks - when she contacted me via email she indicated she read my booking/reservation policy online which indicates I do not provide refunds (got her email to back that up with her ip tracking). When she was sent an invoice to pay online it also indicated no refunds. When I met with her and her snooty finance he read the contract and she signed it again stated no refunds and they were given a copy. She wanted to go ahead and pay in full because the date was less than a month away, normally no problem and then we met 2 days later for the signing of the 'offical contract' and testing. They took the cake home to 'test it'.

I offered them part of the money back and told them to only contact me via email or mail because I want a tracking document of everything between us now. I haven't heard back yet.

mcelromi1 Posted 2 Dec 2008 , 3:46pm
post #44 of 68

It sounds as if you may need to go back and reword (by being a bit more specific) your contract.
Maybe 'no cash refunds' should be changed to 'no refunds' if that's what you truly mean. The word cash could be take literally. Leading people to believe that 'credit' payments are refundable.

poshcakedesigns Posted 2 Dec 2008 , 4:05pm
post #45 of 68
Quote:
Originally Posted by mcelromi1

It sounds as if you may need to go back and reword (by being a bit more specific) your contract.
Maybe 'no cash refunds' should be changed to 'no refunds' if that's what you truly mean. The word cash could be take literally. Leading people to believe that 'credit' payments are refundable.




humm you must have read my mind - it's already been taken care of. icon_confused.gif I'm going to give something back but certainly not the entire balance because I did say o.k. on the phone. Oh well lesson learned, I guess.

all4cake Posted 2 Dec 2008 , 4:26pm
post #46 of 68

She ordered the cake. She signed the contract. She paid for the cake. Where does that give him the right to a refund of any kind?

She paid for cake before the tasting. What happens if you took an order, made/delivered the cake... The event took place... There was oodles of cake left... They demand a refund because no one would eat the cake...and they could return the remaining uneaten cake?

I'm just curious on that one.

I also don't understand why anyone would accept an order for a wedding cake without a tasting first. If shortness of time for the order was really an issue, why would they get a tasting at all?

I'm sorry, with such a short notice, to schedule a tasting is not possible. If a b-t-b uses a decent timeline to order a wedding cake then she should be extended all the features(tastings...)of the process.

I say the bride goofed by paying before she tasted. and the OP goofed by offering her a tasting after she paid....

poshcakedesigns Posted 2 Dec 2008 , 4:36pm
post #47 of 68
Quote:
Originally Posted by all4cake

She ordered the cake. She signed the contract. She paid for the cake. Where does that give him the right to a refund of any kind?

She paid for cake before the tasting. What happens if you took an order, made/delivered the cake... The event took place... There was oodles of cake left... They demand a refund because no one would eat the cake...and they could return the remaining uneaten cake?

I'm just curious on that one.

I also don't understand why anyone would accept an order for a wedding cake without a tasting first. If shortness of time for the order was really an issue, why would they get a tasting at all?

I'm sorry, with such a short notice, to schedule a tasting is not possible. If a b-t-b uses a decent timeline to order a wedding cake then she should be extended all the features(tastings...)of the process.

I say the bride goofed by paying before she tasted. and the OP goofed by offering her a tasting after she paid....




I've never had this problem before or this situation where they paid then tasted. I had no problem doing the testing later as as I had another testing for the same day with the same exact batch she got. The other couple LOVED it. I rather think after the testing since it was before the holidays that 'aunt mille' came to town and offered to make the cakes. When I met with them we talked for almost an hour before they signed the contract, the hubby to be drew up his 'airplane 3d cake' for me with all the details and what not. I had no reason to believe they would back out, as I thought it was a done deal.

I guess every situation is unique in their own way. I go above and beyond for my clients and try to treat them the way I would like to be treated especially if I was so crazy to wait 25 days before my wedding to order a cake. I had an opening, so I took the order but then got 2 other request for the same day after the payment was made.

littlecake Posted 3 Dec 2008 , 5:20am
post #48 of 68

i've had a couple of these" aunt millie" situations come up.

and i've had them calling day of wedding...aunt millie didn't know what she was doing and screwed everything up....i swear, for some things you really need a pro to do it.

i can't tell you how many brides that have called me bawling the day of their wedding because a family member or a friend was making the cake....of course it's too late then, i did redo a cake that the mother in law made...(i did it as a favor for the bank prez where i bank at)...i wish i would have taken a picture of it....it was way worse than anything you'd see on cake wrecks...

i'm sure it had nothing to do with the taste of your cake, that is just a lame excuse....

they'll get the cake they deserve after doing all this to you.

sugarwishes Posted 3 Dec 2008 , 5:43am
post #49 of 68

I am not understanding how this is a last minute order. They called you and placed the order almost a month in advance. They has cancelled more than 2 weeks before the date is was to be due. How is this last minute?

Justbeck101 Posted 3 Dec 2008 , 5:54am
post #50 of 68
Quote:
Originally Posted by YALANTZI

I had a girl order a cake and not pick it up, she is a good friend of my friend so I told her to pay me when she picked it up, and she never came.
It is a small cake but believe me it won't happend again.




So when do you ask for payment if it is just a party cake?

Sweet_Guys Posted 3 Dec 2008 , 11:40am
post #51 of 68

I was reading all of the interesting points in this post and will be re-reading our policies to make sure they're airtight. Here are some general thoughts....you all can take them or leave them:

1. Use of refunds would be better than CASH refunds would cover more angles.

2. The contract was signed by the bride. Even though a verbal OK was made to refund, it was to the non-signer of the contract. Therefore, the contract is still valid. They are not legally married yet so she is responsible.

3. If you feel that payment should be returned, I'd return the payment less the amount for the free cake they got plus your time to prepare for and to communicate with them on their nonsense.

HTH

Paul

Deb_ Posted 3 Dec 2008 , 1:04pm
post #52 of 68
Quote:
Originally Posted by xLiLMissCupCake

I am not understanding how this is a last minute order. They called you and placed the order almost a month in advance. They has cancelled more than 2 weeks before the date is was to be due. How is this last minute?




I guess I would consider a Wedding Cake order taken 1 month before the actual Wedding to be last minute also. Depending on the design, if you need to make gumpaste flowers sometimes those are made 3 to 4 weeks in advance if I have the time.
Usually, the brides around here order at least 3 to 6 months before, some order up to a year in advance to be sure to get their date. I've never had a "last minute" 1 month notice Wedding Cake order.............yet icon_rolleyes.gif

poshcakedesigns Posted 3 Dec 2008 , 1:51pm
post #53 of 68

Thank you everyone for your advice.

I did send the bride and email and told her that if she wanted to cancel the event that she needed to contact me in writing and not her soon to be hubby.

Oh I got a response all right - which said my cake was dry, tasted like the coco was not mixed into the cake blah blah blah which is a load of CRAP. Her cake was made on Tuesday morning along with another cake made from the exact same batch. Took that cake to a testing on Tuesday night got rave reviews and booked that order. Got up Wed. morning unwrapped her cake which had 4 layers of wrap on it. Leveled it, dug a whole in the middle to check for doneness and never saw 'any coco' as she claimed. Also my assistant came in to pick up her check that Wed. morning 2 hours before delivery. She always takes our scraps home, well she picked up the leveled off piece and popped a piece in her mouth and said got to love a moist fresh cake. Had she got a cake from another batch cooked at another time and NOT tasted by anyone else I could think o.k. maybe this one snuck by me but the cake sample given to her on that very day was tasted by someone else.

So I know without a doubt that she is just trying to get out of this order. In my email to her I let her know that anything said between her fiance and me was void because he did not sign the contact.

grrrrrr - definetly going to airtight my policy.

-K8memphis Posted 3 Dec 2008 , 2:10pm
post #54 of 68

Y'know I have this huge control thing about my cakes. It stems from the fact that I raised a hyperactive child and I had to make serious choices about what I had to control and what things I could let go. So I'm not by nature a control freak but I developed the tendency.

So all that to say maybe a slice was cut and they got called away and the cake was left on a table where a heater vent blows hot air on it and they ate that. I don't know what happened but I know your cake is great.

If I get a shop going again, I will give small samples that they can eat on the spot if I have to. But I'm just writing to say consider having more control over your product. I mean these folks would be a problem no matter what you do though.

That's one of the buggaboos of wholesaling too--you don't know how your stuff is being handled.

So sorry you've got this gnarly issue and these mean people to deal with. Sounds like lover-boy doesn't want bridelette to have a cake.

julzs71 Posted 3 Dec 2008 , 2:19pm
post #55 of 68

Tell them they can have their money back only if you can find someone else to fill that spot. Take out money for tasting and PIA fee and any thing you had to buy for the cake if you do though.
Explain to them the deposit is there because people book dates and then you have to turn away other potential clients.

cfao Posted 3 Dec 2008 , 11:39pm
post #56 of 68

Hi Posh,

I have been in business for 19 years. When I was a couple years into the business I had a bride pay in full for her cake and then a month out call me crying that the wedding was off, he had left, etc., etc. I bought into it & refunded all but her deposit. Then I receive a call from the florist as to what size cake top was needed and what time would I be at the hall. Seems wedding was still on and a family member had offered to do the cake as a gift. I had asked for her cancellation in writing, which she had done, along with the groom leaving her story. OK, now is when it gets good. A couple of weeks later, I get served court papers from her suing me for the remaining deposit I hadn't returned. I go to court with my contract, her written cancellation and proof that the wedding went on as planned (she placed her wedding picture in the local paper). The judge listened to everything and then asked me why I bothered to have a contract if I wasn't even going to follow my own company policies. He was right, if I wasn't going to go by my own contract, who was going to? He said that if she had brought me in for the full amount, which she would have, he would have sided with me and I would have kept the entire balance. He then told her she was very lucky that I had refunded what I had, she wasn't getting anything else.

Fast forward to a couple of years ago, she comes in for her wedding cake for her upcoming second wedding, hoping I wouldn't recognize her. I did, she kept saying how sorry she was, I made her sign and initial everything on the contract, the wedding went off fine and I received a thank you card from her on how beautiful the cake was. Stick to your policy, no refund, you have turned away other business and in this economy, why should you take the hit when they have probably found what they think is a better deal.

-K8memphis Posted 4 Dec 2008 , 4:33am
post #57 of 68

Omg I love your story, Cfao, love love love it. That is rich.

Only thing, I don't know if I could have done her second cake--hope you charged her out the whazoo!

FromScratch Posted 4 Dec 2008 , 5:07am
post #58 of 68

I have in my contract "all monies paid are date specific and non-refundable". I have bent the date specific rule for people becuase it wasn't an inconvenience, but never the non-refundable part. I had a bride cancel over a month before her wedding because it was called off.. she didn't get her deposit back. She was very understanding.. rare I know. I told her I'd make her a cake in the future if she wanted. I doubt I'll ever hear from her about it. So sad.. listening to her message made me tear up. She actually apologized when I returned her call because she asked about a possible refund.

You owe them nothing.. they signed and knew what they were getting into. Good that you changed your wording, and lessons for the future right??

-K8memphis Posted 4 Dec 2008 , 5:41am
post #59 of 68

Yes, me too, Jeanne, and I explain that in the consult. I schedule as many as three payments. I explain the first is to reserve my life for that week and date and time. The second is to purchase the ingredients third is to pay me for my labor.

I make it clear that if the wedding does not take place they are still getting a cake. I can't store it. I'm one person. The roller coaster has left the starting gate.

Neither are the first two payments contingent on the cake being produced. So once payment is received, there are no refunds--it's payment for services rendered to date and the third one buys you a cake. If you pay in full a year in advance you are the lucky owner of a cake on a certain date and time.

Larger facilities can be more flexible. I'm a small facility, I'm old and crabby too--they get the message it's best not to cross me. icon_biggrin.gif

cfao Posted 4 Dec 2008 , 1:10pm
post #60 of 68

k8memphis,

When she first walked in, I really wasn't sure what I would end up doing with the order, it did cross my mind to ask her if she was crazy. I then told my self, you're in the cake business, she needs a wedding cake and if anyone now knows my policies, it's her. It didn't take long for her to realize I recognized her. Things for this wedding went very smoothly for all the vendors.

Quote by @%username% on %date%

%body%