Kerry_Kake Posted 23 Sep 2013 , 1:13pm
post #1 of

AOh, it's been two days since it happened and my nerves aren't getting any better. I still feel so bad but keep telling myself that it could have been worse, and I will explain. I have been doing cakes for a while and did a handful of wedding cakes in the past year with success. But this time for some reason all week I had a really bad feeling in the pit of my stomach. I always travel my cakes fully stacked and this time I wasn't sure about it. So for a while on the day of decorating the cake I left the top two tier unstacked. But it's a buttercream cake and assembly onsite isn't as easy as stacking fondant cakes on site. If you wait to long to stack buttercream cakes the buttercream cracks when stacking as the cake shifts on the cardboard. So what did I do, I ended up stacking at home at taking it that way. I still had this awful feeling. We are almost there and my daughter sitting in the back looks behind her and says the cake is leaning against the door! OMG! We stop and I go in the back seat because if I opened the trunk in my suv the cake would have fell out. So I said the cake is gone! The bottom tier was completely smashed and I had to pull back on the other 3 tier to bring it back up and hold it all the rest of the way to the venue. All I could do is tell them the other 3 tiers are servable but not presentable. We get there to the brides cousin and give the bad news. We go get trays to put the 3 tiers on to put in the kitchen to serve. She was actually great and was looking for the best sides to see if I could fix something and put something on display. But my little repair kit wasn't going to do it. So I ended up running home (25 minute drive) and made a batch of buttercream and all my other gear and went back. I was able to redo the top two tiers but the 3rd tier had a huge split in the middle and would have been too unstable to be stacked on. The 4th tier was just crumbs and was totally unservable :( So when I say it could have been worse, I mean at least they had something to put on display and serve. The cake was cute but I have an unhappy bride...can you blame her?! Of course they want a refund! But what do you think is fare? They paid $400 for it and they had 3 tiers to serve and a 2 tier on display. What would you give back??

55 replies
Norasmom Posted 23 Sep 2013 , 1:26pm
post #2 of

so sorry that happened!

 

In this situation, a full refund is warranted, as the bride did not receive what she had ordered due to an error in transport.  Even though they ate the cake and it could technically be a partial refund, it's not the cake they had ordered. Buttercream is a lot harder to transport than fondant.

liz at sugar Posted 23 Sep 2013 , 1:26pm
post #3 of

I'm not big on giving undeserved refunds, but she ordered a 4 tier cake, and you weren't able to deliver.  I would refund the total price.

 

I don't think there is any value you should get to keep for "salvaging" some cake for her to serve her guests.  Sorry if that sounds harsh, but you didn't deliver on the order.  Don't beat yourself up, just give her the refund and move on!

 

Liz

cupcakemaker Posted 23 Sep 2013 , 1:28pm
post #4 of

ATotal refund definitely!

ddaigle Posted 23 Sep 2013 , 1:29pm
post #5 of

If I cannot give a bride 100% of the cake she ordered...I'm giving her 100% refund.   It's just not worth the bad publicity that could occur.  I'm going to insistently offer a full refund.   If they continue to insist on paying "something"....I may take it...but I want to be the first to offer full compensation.  Weddings have super high expectations and should be fulfilled.   That is what I would do.

 

I travel with butter cream cakes fully assembled all the time...actually, I only travel fully assembled.    What was your structure/support system?  I am an old school dowel rod person with a center dowel down the center.  I also travel with a cake that has sat in the frig overnight.

 

So sorry this happened.  Every time I roll out..my heart races and I drive with white knuckles every time.

Kerry_Kake Posted 23 Sep 2013 , 1:43pm
post #6 of

Thanks for the input guys. I plan on asking her what she wants for a refund and if she offers a little something I will take it. It was all my fault, I didn't have enough support in the bottom tier! Yes I used a dowel rod through the center is what actually saved quite a bit of it! What I learned is to go with my gut feeling and always stack on site....less stress in the end! Just wanted some opinions on what you would do. Thanks for listening. I hope to move on and continue with cakes...not easy but I think I have to!

Kerry_Kake Posted 23 Sep 2013 , 1:54pm
post #7 of

 

Here is the cake I did in one hour for the poor bride!

liz at sugar Posted 23 Sep 2013 , 2:42pm
post #8 of

What you were able to save was lovely. :)

 

Liz

Kerry_Kake Posted 23 Sep 2013 , 2:54pm
post #9 of

Thank you Liz, that means a lot! I'm hoping after I talk to the bride and her mother I will feel better...but maybe even worse! And on another note I didn't have to save any of it! I could have just left it in the kitchen for her to serve! I did give a good effort and hope the bride will see that and offer some of he cost of the cake for me!

howsweet Posted 23 Sep 2013 , 3:42pm
Quote:
Originally Posted by Kerry_Kake 
 

Thank you Liz, that means a lot! I'm hoping after I talk to the bride and her mother I will feel better...but maybe even worse! And on another note I didn't have to save any of it! I could have just left it in the kitchen for her to serve! I did give a good effort and hope the bride will see that and offer some of he cost of the cake for me!

Huh?

Kerry_Kake Posted 23 Sep 2013 , 3:49pm

If I'm giving back 100% I didn't have to save any of it. That was all in good kindness. Not trying to be rude here.

Norasmom Posted 23 Sep 2013 , 3:56pm

Quote:

Originally Posted by Kerry_Kake 
 

If I'm giving back 100% I didn't have to save any of it. That was all in good kindness. Not trying to be rude here.

 

Yes, that's good business practice!  On many occasions I have been fully refunded but able to keep a product. 

slun4ogledka Posted 23 Sep 2013 , 4:03pm

Full refund . You salvaged the cake , not because the bride should have payed you something, but to clear your name as a responsible and reliable cake decorator. Sorry it happened to you !

Kerry_Kake Posted 23 Sep 2013 , 4:03pm

Yes it is and that's why I did it! I came on here to get opinions on what others do or think, not to put me down or anything. Was hoping for some to make me feel better and say I'm not the only one it has happened too. I feel bad enough!

Kerry_Kake Posted 23 Sep 2013 , 4:04pm

Quote:

Originally Posted by slun4ogledka 
 

Full refund . You salvaged the cake , not because the bride should have payed you something, but to clear your name as a responsible and reliable cake decorator. Sorry it happened to you !

 

THANK YOU slun4ogledka!!!

Cakespirations Posted 23 Sep 2013 , 4:12pm

In this situation not only would I fully refund but I would offer a free event cake within reason in addition. 

mustangsallii Posted 23 Sep 2013 , 4:16pm

AI am always a nervous wreck during deliveries. I had a tall 8 layer Tangled Tower cake fall over during transport once. Luckily it was a fondant cake with icing detail and I was planning to be at the venue 30 mins in advance. I always carry a large delivery survival kit so I was able to completely repair it with no signs of the previous drama. Your situation is one of the very reasons I hate completely buttercream cakes. Sorry that happened to you, but regardless if the bride asks for it or not I would give a 100% refund.

leah_s Posted 23 Sep 2013 , 4:38pm

A1. 100 percent refund. 2. SPS

Kerry_Kake Posted 23 Sep 2013 , 4:40pm

She got a free anniversary cake. But I was thinking maybe also a birthday cake too! I don't think any of it is ever going to make up for it though :(

Kerry_Kake Posted 23 Sep 2013 , 4:41pm

Quote:

Originally Posted by leah_s 

1. 100 percent refund.
2. SPS

 

Haha, and there is Leah :) SPS I know I know. But I would definitely have to charge a deposit for that because people don't want to return things!

Cakespirations Posted 23 Sep 2013 , 4:43pm

Quote:

Originally Posted by Kerry_Kake 
 

She got a free anniversary cake. But I was thinking maybe also a birthday cake too! I don't think any of it is ever going to make up for it though :(

 

It wont ever make up for it no, But I do believe in making it less painful. Also ALWAYS remember that when she tells the story of her horrible incident at her wedding with her cake (which believe me she will), that the last part of the story finishes with what you did do RIGHT.

BatterUpCake Posted 23 Sep 2013 , 4:45pm

Work the SPS into the cost of the cake. It is not that expensive..

Kerry_Kake Posted 23 Sep 2013 , 4:51pm

Quote:

Originally Posted by BatterUpCake 
 

Work the SPS into the cost of the cake. It is not that expensive..

 

It's not? Can someone send me a link on where to purchase it please?

BatterUpCake Posted 23 Sep 2013 , 5:00pm

Global Sugar Arts

howsweet Posted 23 Sep 2013 , 5:03pm
Quote:
Originally Posted by Kerry_Kake 
 

Yes it is and that's why I did it! I came on here to get opinions on what others do or think, not to put me down or anything. Was hoping for some to make me feel better and say I'm not the only one it has happened too. I feel bad enough!

Maybe I took your comment with the wrong tone. To me saying you didn't have to do everything you possible could to salvage the cake and could have just left it in the kitchen to serve sounded kind of odd. Like you thought you were special for doing it or something. I must have misunderstood - I apologize.  

vgcea Posted 23 Sep 2013 , 5:26pm

A

Original message sent by Kerry_Kake

Thank you Liz, that means a lot! I'm hoping after I talk to the bride and her mother I will feel better...but maybe even worse! And on another note I didn't have to save any of it! I could have just left it in the kitchen for her to serve! I did give a good effort and hope the bride will see that and offer some of he cost of the cake for me!

See I was commiserating with you until you said this. How unprofessional.

leah_s Posted 23 Sep 2013 , 5:46pm

ASPS is one use/disposable. It certainly is less expensive than refunding the entire cost of the cake. For a four tier cake the cost would be less than $20. I call it an equipment fee Purchase from Oasis Supply. Search t ghost e site for a Cake Central coupon.

leah_s Posted 23 Sep 2013 , 5:47pm

ASearch the site for the coupon.

sixinarow Posted 23 Sep 2013 , 5:54pm

A

Original message sent by leah_s

Search the site for the coupon.

I was wondering what" t ghost e" was -- thinking it was super secret lingo! LOL!

Kerry_Kake Posted 23 Sep 2013 , 6:02pm

Quote:

Originally Posted by vgcea 


See I was commiserating with you until you said this. How unprofessional.

 

But I didn't just leave it!!!

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