I set a wedding cake at 3 this afternoon at 8 this evening the aunt calls and says cake has crumbled . I told her that I had a signed release that the cake was ok. i told her that i couldnt be responsible for it 5 hours later I dont know someone could have bumped in to it any way she then told me that it was not straight and no constructed correctly I have a picture proving that it was straight. When stacking the cake the Uncle had to put a paper towel under card table leg to level the table then it was stacked on top of 12 candle holders that on the front left cornner didnt even touch brought both matters to him and he said I think it will be ok. I printed a picture of cake and took to the wedding to see what happened an try to be gracious to coustomers. I have the person at site sign a release stating the cake is ok and that releases me from liabiltys , I have stacked many cake the last 8 years and have never had this happened I use 1/2 inch dowels 8 in each tier . The Bride brought it to my attenion that I did not put the right design on it and that the silver beads were not the right color the beads were silver as her request but not shiney enough. the design was wrong but everything else was right the cake did crumble on the bottom 2 tiers towards the front left where the glass had no support the top 2 tier were fine . I told them Iwas sorry for not getting the right design on the cake and if they come in next week will make it right with them i dont know what to do how much do I give them back. Thank you any help .

They get nothing for the cake collapsing since you did have her sign a release, do have photos of the cake perfectly intact and the cake table was unsteady. However, the wrong design...I'd say at least 10% back or offer a 1st Anniversary cake for free. Sorry this happened to you!

Cat

Thank you Katlhaper I need to learn to let go but it really gets to mesome times

Was the design really wrong? Do you have a sketch they signed off on at consultation? Did they supply a picture for you to use as inspiration?
If you REALLY did get the design wrong, then I believe some sort of refund or credit is in order. NOT for the whole cake...but a percentage. And I hate to say it, but I think design is at least 50% of a cake purchase. And possibly more depending on just how wrong the design was. If you're talking minor design flaws (like not shiny silver balls or the wrong flower) then it's much less. Tell them you will do their anniversary tier next year for free. Or give them a gift certificate in the amount you want to use as a credit. After the cake has been delivered, it's the customer's responsibility. You fulfilled that part of the deal. Sounds like the table and the set up they had for you was the problem....THEIR problem. Hang in there. Hope it works out well for you. Good luck!

as for "not shiney enough" on the silver beads ===

Oh give it UP, bridezilla!

If she's comparing to a photo -- uh PHOTOSHOP????? where everything and everyone is digitally perfect and sparkly.

she's scaming you for a refund.

do you have pictures of the cake she wanted and the cake she got?
And how much is it off? ( the design)
Not shiny enough? too bad, so sad..
Hope she doesn't give you too much trouble,
Jodi

my sketch was 4 tiers with with silver beads and purple ribbon around the bottom of each tier and that is what I had when she came in and signed the contract then a few week before the wedding she came in with a picture that had a cake with the quilted pattern I slipped it in her folder and didnt even think about it because my drawing is what I go off of It was my fault that i didnt change my drawing and just sliped her photo in the sleve. I feel so bad about all of it the bride wasnt even as up set about the cake toppling as she was that the beads not being shiney and that i didnt put the pattern on. Im just at a lost!!!!

I will say that 8 dowels in one tier may have compromised the integrity of the cake and caused a collapse. You really don't have to use that many dowels. Good for you for having a contract and having it signed as release at the venue!

In my humble opinion - beads: no big deal; no quilting - 25% discount.

Amen to every word Doug said.

hubby has a theory that has proved right more often than not over the the years. If there is a problem, the person will address the PROBLEM. And that's all. But if they are lying or trying to scam you, then suddenly there's more and more issues that are the problem.

First the cake crumbled. Ok, that's a problem. Then they add the design is wrong. Then the beads aren't shiny enough. They just keep adding to it ...... why? Because they hope they'll hit on SOMETHING that will get them their money back?

I'm not dismissing a fallen cake or a wrong design, but I also never dismiss red flags from those who just keep adding to it and adding to it.

I'm a little concerned about the 8- 1/2 inche dowels per layer too--why so many and what kind of dowels?

When I hear the word dowel I think wooden, solid. 8 would really mess with a cake, especially 1/2 inch size.

Yes they were wooden and how many should I use ? I put 3 across in a square on the 2 bottom layers because the the layers are so big then on the 4 on top layers

Thank you every one for all the info I just have not had much ever happen and didnt know how to handle it of course I know things an mistakes happen but I try to make it right even when Im in the wrong or not. I started having people sign the release when a lady drove around with a three layer cake in the seat of her car mothers day and went to the store and ran errands before going home and called and said all the Icing was falling off with the fondant flowers and butterflys. That was when I knew a release was needed.
Things like this make want to quit wedding cakes but I really love doing them and decorating cakes. In 8 years I have had very few accidents and never had a Wedding cake fall 5 hrs after setting it up.

Ladiesofthehouse I know and thanks I loved you reply

Well the Bride came out today and I refunded her half the money back for the wrong design but told her I would not refund anything for the cake crumbling because of the table being leveled up with a paper towel and that the glass that the cakes was on didn't touch on the left front side of the candle cups and she said she was sorry and she did see both of the things I pointed out in which that is were the cake slide to the left front she had Pictures of the damage before it fully slid off . I'm sorry this all happened but a lesson learned so now with the good Grace of God I will move to this weeks Weddings!!!!

You did good with giving her a refund on the design issues, but I wouldn't have given her a refund for the set-up either. You set up according to their specifications...you cannot be held responsible for shaky tables or uneven candle holders. Shake it off and move on...with no guilty conscience.