My hubby and I delivered and setup a 4 Tier (6,8,10,12 inch) Square Cake stacked. It was a simple cake, just like the simple cake in the picture that the bride gave to me. I warned her that it would not look exactly like the picture because in the picture (from what I could tell) it looked like they used fondant and an airbrush. She did not want Fondant. So, I used white buttercream.
Anyway, the mother of the bride, the bride's aunt and another lady were all there while we were setting up the cake. When I was finished I asked where the flowers were to go on the cake. The aunt said that the florist was running late and wouldn't be there until 2 p.m. (we set the cake up at 12:30-1p.m.). We had to travel almost an hour to deliver this cake and were not going to wait around. So, I was fine with letting the florist put the flowers on the cake (i don't normally like to do that, but in this instance...I wasn't about to hang out for an hour and wait).
So, we get all done with the cake (obviously done) and I ask if the bride had left me an envelope with the remainder of the payment. The aunt doesn't know so she calls the bride. So, we set around and wait. Still obviously done setting up the cake. The bride shows up to the reception site, comes in and hands me the check. I say, go around the front and take a look. Do you like it? SHe says yes. We make small talk, I tell her how pretty she looks and that the reception looks amazing, etc. Then, I say, let me know what you think and please send me a picture of the cake after the flowers are on it. (Because I know that the cake is not finished until the topper is one, etc.).
We leave the reception site pretty happy with the way the cake turned out. Exactly 4 minutes and 4 or 5 blocks away from the site I get a phone call from the aunt telling me that the Bride is in tears and that the Wedding Cake is the worst Wedding Cake she has ever seen. I am totally shocked by this and don't know what to say to her. I said, "I am sorry that you feel that way". I didn't know what else to say or do. She threatened that the bride was going to go to the bank right then and cancel the check she had just given me. WHAT!??? So, I said, no, no, no, you do not need to do that. I am a rational person and didn't want to cause anymore problem than I had already caused (from what they tell me). So, we turned around and went back to the reception site where the aunt met us outside. Again she continued to tell me how awful the cake was, etc. etc. I explained to her just as I had explained to the bride that the color would not match the picture exactly and it would not look exactly like the picture b/c she didn't want to use fondant. (keep in mind the the aunt probably had never even seen the picture of the cake she gave me).
Anyway, to not make this any longer than it already is... What SHOULD I have done, and what should I do now? The aunt and I discussed partial refund, etc. during our conversation, but I haven't heard from her. I know I should speak directly to the Bride, but i think she is on her honey moon right now and I do not want to bother her. Even though I am the bad guy in their scenerio I DO NOT want to be and I do not to make things any worse than they already are.