SweetArt Posted 30 May 2009 , 6:44pm
post #1 of

I need open and honest opinions about this.

I just got a call from a bride that the bottom tier of the cake I delivered last night was, "burned, almost black." I was shocked. I would have noticed that! She said that no one said anything to her during the reception because they did want to ruin her day, but a cake server went up to her sister and said that the bottom layer was so burned that they couldn't even serve it. The bride said they couldn't serve the bottom tier and she has 1/2 left that she would bring back to me if need be.

She then proceeded to tell me that the hall manager (who recommended me to her) said to her, "Apparently we should be more careful about who we recommended." Obviously I'm floored and sick to my stomach.

So, I went and dug her cake scraps out of the trash. NOT burned. If fact they're still nice and moist. Then I called the hall manager. She said she had not heard anything about this. Had not even spoken to the bride yet, and did not make the above comment. I asked her to find the server who served the cake and to see if they did say they couldn't serve the cake, and to find out how many people actually attended her reception.

Here's a few facts about her cake. She said she needed 125 servings for her reception. But the cake design she wanted was too big, so she ordered the 200 servings needed to do the design. (This includes the groom's cake, which she said they didn't even cut into.) So she ordered 75 servings too many. She wants a refund for the bottom tier, which is coincidentally 80 servings.

Some questions I have are:

If the bottom layer was bad and they needed to feed the guests, why didn't they cut the groom's cake?

How does she intend to prove the cake is burned and almost black when she brings it back, or am I calling her bluff by telling her to bring it to me?

They served 1/2 the bottom layer even though it was burned?

She said she will bring the cake layer back Monday. I need to be ready to decide what to do by then.

What other questions should I be asking?

What have I missed?

211 replies
kelleym Posted 30 May 2009 , 6:49pm
post #2 of

I would say you need to see the cake today, not Monday. Offer to drive out to see it. Something is foul with the whole story, and I wouldn't give them 48 more hours.

jimandmollie Posted 30 May 2009 , 6:50pm
post #3 of

I don't own a shop so my advice may be way off but I would check it and if it's burnt then refund 80 (# of servings for that layer) X whatever you charged per serving. I would also think about doing a discount for a future cake.

If it's not burnt then too bad for them. No refund!

I would also contact the venue and let them know if it was not burnt. Take pictures just in case.

MORSELSBYMARK Posted 30 May 2009 , 6:53pm
post #4 of

I agree with kelleym - definitely sounds like a con game - you should ask her to meet you at the reception hall with the manager there.

Bonnell Posted 30 May 2009 , 6:53pm
post #5 of

I'm not a professional cake decorator but in my opinion you should call her bluff and have her bring you back the "burned" tier. That has to be bogus because how would you not know you had burned some of the cake? I always know if I have overbaked or underbaked my cakes and I just started doing this so I'm sure with your experience there is no way you would not have known.

Sounds like she went over her wedding budget and is trying to get some money back into her pocket.

I think you should stand your ground and make her prove it.

Eisskween Posted 30 May 2009 , 6:54pm
post #6 of

Sounds like you have a real doozy there. I would tell her to bring the 'burned' cake back and call her bluff.

She's obviously lying about the hall manager, why wouldn't she lie about the cake.

I'll bet dollars to doughnuts...erm...cupcakes that she's just trying to get some money back.

Since the hall manager hasn't talked to her yet...wait. She will call him and complain about the food. Some people are just like that.

Personally, I would tell her "it wasn't burned when it left my possession, I do not deliver inferior product." Then tell her to bring you the cake and see what happens.

londoncakedreams Posted 30 May 2009 , 6:55pm
post #7 of

I would have her bring the cake to the hall today with the contact person there so that all parties are involved can conferm (or disprove) the cake is burnt. If it is there should be no problem if it isn't then b she will not show up. Chances are that you are not the only person she is trying to get money back from.

Eisskween Posted 30 May 2009 , 6:56pm
post #8 of

I agree, I would want the 'burned' cake immediately, not on Monday. She's probably scortching it with a blowtorch as we speak. icon_wink.gif

sadsmile Posted 30 May 2009 , 6:57pm
post #9 of

Did she get what she contracted for? I am assuming-yes.
If moisture is a complaint then you need to see the cake today right now before it dries out any further. I would call her bluff by saying that you called the venue and spoke to so-and-so to find out what might have happened to your cake and they don't recall anything of the kind. Remind her that you advised her of the servings and that she would have too much cake. Tell her how to freeze her cake leftovers so she can enjoy them next week or next month..LOL This is just too much!

ajmccray Posted 30 May 2009 , 7:00pm

I agree with the others and I definitely wouldn't want to give her til Monday. Who knows what she might do to try to prove it was burned. It does sound an awful lot like buyers remorse. I mean, how could you, the cake decorator not have known it was burnt but the serving staff did?! Just doesn't add up in my book! Good luck and let us know what transpires!

aligotmatt Posted 30 May 2009 , 7:05pm

I agree with Kelly, you need to do whatever you need to do to see that cake right now. I think YOU should go to the venue and talk to the servers if possible, maybe even get their phone numbers and call them.

I don't know how much you charge, but refunding that bottom tier would run me close to $400 and I would want to be 100% it was a warranted refund.

If you are certain beyond certain that the cake was not burned and everything was fine, then you have someone just having buyers remorse. In which case, I would still just say, I've thoroughly looked into your claim, I've examined and sampled the cake, discussed it with the banquet staff and managers as well as the kitchen staff and this claim is unsubstantiated. I appreciate your feedback, however, you are not due a refund. You cake was delivered on time, decorated as ordered, and with the same delicious flavors noted in your contract. Best Wishes.

alanaj Posted 30 May 2009 , 7:06pm

Keep your cake scraps in case she's got a torch!
Really fishy and if she's willing to make up that whole story, she'll find a way to burn that cake!

all4cake Posted 30 May 2009 , 7:10pm

today or she's definitely SOL....by monday, she'd be able to burn a cake and cut it up to look like that's what was left....

Schmulie65 Posted 30 May 2009 , 7:10pm

I'm not a professional cake decorator, but this is exactly the reason I'm afraid to do things for people other than friends or family. It definitely sounds like she is fishing for a refund or partial refund. You would have absolutely noticed if the cake was burnt before you decorated it. I would not meet her alone. I would ask the manager of the venue and the cake server to meet you with the bride and have her bring the cake. But, I wouldn't wait!! If the neither of the parties are available, I would get at least statements from the manager and the cake server before memories fade. My guess is once she finds out the manager and cake server would be at the meeting, she will suddenly be unavailable. Good luck and keep us posted!! Be firm!! Your work is always beautiful!! Schmulie65 icon_smile.gificon_smile.gif

terrylee Posted 30 May 2009 , 7:13pm

Sounds like a scam......call her bluff....if you have the cake scraps, meet with her, the hall manager and anyone else who handled the cake after you delivered it....and lay it all out on the table. Do it today.....don't wait....

Let us know how it all comes out......

CarrieBear Posted 30 May 2009 , 7:19pm

I just got a call from a bride that the bottom tier of the cake I delivered last night was, "burned, almost black."





ok what? Excuse me but, As the cake decorator how would you not know if the cake was burned to the point if it almost being black???? Im sorry but thats obsurd! As others have pointed out, this story does not add up, she obviously lied about that persons comment, why wouldnt she also have the nerve to make up a lie about the cake.
I am sorry you have to deal with that. It never ceases to amaze me what people will do to con other people! You need to take the bull by the horns and make her prove with out a doubt that the cake was that severly burned. I just dont know how she thinks you wouldnt have noticed something like that. No way would I refund some ones money if the story didnt add up. I have seen how cunning people can be so I question every thing, I would not let some one pull one over on me if I thought thats what they were trying to do.
good luck keep us posted on what happens I am curious to see what happens

CakesbyCindi Posted 30 May 2009 , 7:25pm

I am just a hobby baker, and looking at the pictures of your beautiful cakes, you don't seem like the kind of person who would send out an inferior product. I have one question, Did you have your boots on when she was ranting, cause it seems to me like the BS was a little deep. I agree with everyone else, make her show it to you now, confront her with her lie about the manager, who knows what else she is bs-ing about.

solascakes Posted 30 May 2009 , 7:38pm
Quote:
Originally Posted by londoncakedreams

I would have her bring the cake to the hall today with the contact person there so that all parties are involved can conferm (or disprove) the cake is burnt. If it is there should be no problem if it isn't then b she will not show up. Chances are that you are not the only person she is trying to get money back from.




Exactly,today today not tomorrow,if she says she is not available then tell her you cannot deal with her complaint after today.Make her meet you at the hall.Chances are if she is shamed in front of the manager,you have also saved him his own battle with her,as she won't bre able to complain there was no tissue in the toilets so she wants a refund for the venue too. She sounds like a FRAUD.

tinygoose Posted 30 May 2009 , 7:45pm

Yes, I would see the cake today...somehow I get the feeling some unaware Aunt/Uncle/Cake Fairy will mistakenly throw the cake out into a black hole that was whoops picked up by an imaginary garbage man, and you will never see it on Monday!

newmansmom2004 Posted 30 May 2009 , 7:49pm
Quote:
Originally Posted by Bonnell

I'm not a professional cake decorator but in my opinion you should call her bluff and have her bring you back the "burned" tier. That has to be bogus because how would you not know you had burned some of the cake? I always know if I have overbaked or underbaked my cakes and I just started doing this so I'm sure with your experience there is no way you would not have known.

Sounds like she went over her wedding budget and is trying to get some money back into her pocket.

I think you should stand your ground and make her prove it.




I'm in total agreement with this poster's comments. Make her prove it and don't let her browbeat you into giving her a discount. Someone said to give her a discount on a future cake - WHAT??? No way. Sounds like she's trying to get some of her wedding money back that she spent by being greedy and over-extending herself. That's HER problem, not yours.

Sounds like a scam to me. There's no way you wouldn't know if you burned the cake - especially to the extent she's claiming.

Keep us posted on the outcome!

Eisskween Posted 30 May 2009 , 7:49pm

I have never come across a person like this, but ladies, don't you agree that a clause in our contracts stating that all matters with regard to a cake must be dealt with during the first 24-48 hours after the event?

Just a thought.

__Jamie__ Posted 30 May 2009 , 8:02pm

Gimme a break, what baker wouldn't realize the cake was burned as soon as it was turned out of the pan? No discount. No apology. No nothing. Other than cross her off of a list of any future cake making. Geez, what the?!?!

SweetArt Posted 30 May 2009 , 8:07pm

I just spoke with the head banquet lady again. She found the cake server and said that the server served the cake to the head table and the bride immediately said, "This cake is burnt, box it up, I'm returning it." Not at all like the bride said that she didn't know last night, and that they approached her sister.

I was wondering how she didn't know last night, yet told them not to throw it away that she needed to bring it back to me.

The head banquet lady also called the bride and left a message about wanting to talk to her about it.

Eisskween Posted 30 May 2009 , 8:12pm

Tell me, was that tier the extra she needed to make up her design? Why can't she bring it to you now if she had it "boxed up?"

None of this makes sense, I saw your cakes and they are all impeccable and I am certain that you would know upon taking a cake out of the pan if it was burnt or not.

Did the manager or the server look at it?

It's obvious this bridezilla is lying her bustle off.

traci Posted 30 May 2009 , 8:13pm

It sounds like she may have already planned this. She is probably thinking what vendors she can try to get a refund from.

I would for sure want to see the cake today if possible.

emlashlee Posted 30 May 2009 , 8:14pm

I'm so sorry that this happened to you! I hope it doesn't discourage you towards other cakes/customers. Some people are just bad apples. Good luck!

Eisskween Posted 30 May 2009 , 8:15pm

Sad part about her lying is that since the manager recommended you, this lie may reflect on your reputation. icon_sad.gif

DebBTX Posted 30 May 2009 , 8:27pm

I am sorry you are having to deal with this stress.

It does sound like the Banquet Head is willing to get to the bottom of things with you. She has probably seen and heard it all before.

It would be nice to know what the opinion of the actual server was toward the cake, regardless of what the Bride said. They probably wondered what in the world she was talking about.

-Debbie B.

Deb_ Posted 30 May 2009 , 8:35pm

Boy this is a new one isn't it? I really wish that the server had gone to their manager with this when it happened.

Have you tried to phone the bride today? I agree with others who have said, she needs to bring that cake back today, not Monday.

good luck, I hope this all works out for you. Please keep us posted.

shturpin Posted 30 May 2009 , 8:53pm

Be careful with this one ! I'd bet my last dollar she would be the type to bake another one, burn it, and bring in a small piece. Make sure your icing is on it, and do it today. She wouldn't expect it today. There has to be a reason she needs extra time to show you. And like everyone else says, call her on it in front of the very people she claims made the statements. Their reputation is on the line , also. Sending you good luck !

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