Originally Posted by jason_kraft
Originally Posted by vaniti716
but after seeing the other couple that paid their entire balance but never got their cake or their money I am a little confused....i know things beyond our control can happen and when things happen to our children there is no in between as to where your priorities would be...but why have you not contacted the bride yourself and explained what happened to her????
Based on her email to the reporter (which was buried at the very end of the print story I linked to above), she contacted the customer on the day of the event and explained the situation. She also requested the customer's mailing address so she could send a refund check -- not sure why the customer didn't provide their mailing address on the day of the event but emotions were probably running high.
Normally I would suggest a face-to-face meeting to hand over the refund check, but apparently the customer's family has been sending her threats so that's not really a possibility anymore.
Out of curiosity - do most baker's contracts not get contact information from the buyer, such as a mailing address? Personally, I'd want the address in case a check I received was bad - if they don't fix it right away, I'd want an address to send the certified letter to and an address to give the DA. I'd also want their address to be able to send them future mailings such as a coupon near their first anniversary or notice of specialty items for sale during the holidays. Or, if things went horribly wrong, so I'd have an address to send a refund.
The contracts I deal with are big on having current contact info, but this is property management, so there are laws about what type of correspondence we have to send in certain ways (such as certified letters for non-payment or bad checks).
As for the op, I'm on the fence. At first I was fully on her side. At this point, even if she's not setting out to screw people, things are going really wrong with her business and she may need a real hiatus (not taking on any new business) to re-access if this really is working for her and her family and what she can do to provide the best product and customer service. I completely understand things happen and there may be occasional problems or emergencies, but at this point, it seems the op is trying to juggle too much and not able handle it all.
Also, for the more recent story - I'm wondering about the truth of the situation. She called the day of the event saying her son was in the hospital and would be late with the cake. I realize that would be a very scary time for a parent - I completely get that. That said, you're under contract to provide an important part of someone else's very special day - while to you, it's small potatoes compared to a kid in the hospital, at that time for someone else, it's their most important day. Why didn't the cake, in some form, make it to the wedding? I'm trying to think of what I'd do in her shoes and I'd think if the cake wasn't finished (I'd have it covered in fondant or smooth iced at the least by that point! So it wouldn't be terrible - just plain) I'd offer to have someone (a friend or family member) take it in the condition is was with the acknowledgement of a refund (at least half) to be issued OR grocery store cakes to be picked up and delivered to at least be served with a full refund. Maybe it's what would be expected or maybe it's more than most bakers would do (or maybe it's less - I don't know), but I do know that that's the minimum I could do and still be able to sleep at night, though I'd still feel terrible.
I wish the op the best and hope she's able to salvage her business and can turn it around with more focus to her customer service. Best wishes!