Customer Picked Up Cake, They Squashed It....now Want Refund

Business By LittleBroccoli Updated 3 Apr 2013 , 6:28pm by SugaredSaffron

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LittleBroccoli Posted 18 Aug 2011 , 11:48am
post #1 of 21

Please any thoughts on this one.....I hate things like this....feel rather queasy. It was a Giant Cupcake, supplied on a 10'' board, and supplied in a 10'' box.

Customer's email to me:

Thanks again for the cupcake however I need to bring something to your attention.

I really dont like to complain but the cake wasnt secured at all and the box you had the cake in did not fit (was too small) so resting the lid on top caused it to be squashed. By the time my friend got home the cake was so squashed it was ruined.

I realise theres only so much you can do to secure a cake but the least we would expect was to have it in a box that fit. With this in mind I wondered if there is anything we could do on the price?

I have taken a picture as proof if you would like me to send it to you?

My response:
I'm sorry this happened, the cake was really happily received by your friend and to use her words 'it is perfect' 'it is beautiful'.
The cake box was the perfect width and fit for the size of the cake board. It is true, the height of the giant cupcakes are slightly too high to put the lid on properly as with a standard cake, as they do not manufacture specific Giant cupcake boxes yet, but I mentioned this to your friend specifically not to put the lid on properly as it touches the tip and may squash it. It had sat for most of the day in my office with the lid just resting on the box and this did not cause it to be squashed, (I remind you of your friends words as I lifted the lid 'it is perfect') I advised your friend to do the same, just to rest it gently as I had done as this will not cause any damage. I can only think that the lid had been pushed on with too much force, exactly what I advised not to do.
As the cake was perfect and received as such I cannot offer a refund. I do state on my terms and conditions that I cannot be held responsible for the cake once it is collected, I am sorry. Cakes are very delicate and need to be transported with care, I know this through experience. I'm sorry but I really cannot be held responsible for the cake not arriving as I finished it.
Kind regards

20 replies
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LittleBroccoli Posted 18 Aug 2011 , 11:57am
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Just had this reply.....

I wasnt made aware of all that which is quite embarrassing!

Thank you for all your efforts and Ill be sure to take this up with my friend.

I apologise for any offence caused.



Phew, queasiness gone!
thumbs_up.gif

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LittleBroccoli Posted 18 Aug 2011 , 12:02pm
post #3 of 21

Me: thank you for your understanding.
I'm so sorry about the state of it when it got to you icon_sad.gif

customer: I was devastated to be honest! But apparently it tastes amazing.........icon_wink.gif

Alls well that ends well....
icon_smile.gif

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cakestyles Posted 18 Aug 2011 , 12:11pm
post #4 of 21

Well I'm glad she was satisfied with your explanation.


In the future if you have a cake that the box lid won't close because the cake is too high...I would place a piece of tape on either side holding the lid open so that there's no way it can fall down and squish the cake.

I than place plastic wrap over the opening left by propping the lid open on the box and tape the plastic in place.

That way the cake is completely protected from the elements.

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Rosiepan Posted 18 Aug 2011 , 12:14pm
post #5 of 21

Phew! Thank goodness that is sorted out. I think it would be advisable to get whoever collects your cakes to sign a form agreeing to the condition of the cake when received and with tips on how to transport or treat cake. These things are all a learnig curve. Your cake looks great by the way.

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victoria7310 Posted 18 Aug 2011 , 12:58pm
post #6 of 21

When my cakes are too tall, I either cut the top off the box or cut a hole in the top for the high bit to stick out. Another thing I have done is tape straws in the corners of the box, so the lid can not be pushed down too much.

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tiptop57 Posted 18 Aug 2011 , 1:11pm
post #7 of 21

* Sometimes I cut the covers off.
* Sometimes I tape them to be open just a bit, but off the cake.
* Sometimes I buy those cake boxes with the see through top and then cut the cellophane out.
* Sometimes I double box for the teepee top.

Doesnt this seem to be lots of work when a box with the proper height would work the best? When do you all think the manufacturers of cake boxes are going to figure out we need the specialty box for height?

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Annabakescakes Posted 18 Aug 2011 , 1:20pm
post #8 of 21

I keep the lid propped until they get there, show them the cake, then staple the lid flaps in an upright position, to the sides of the box.

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LittleBroccoli Posted 18 Aug 2011 , 1:42pm
post #9 of 21
Quote:
Originally Posted by victoria7310

When my cakes are too tall, I either cut the top off the box or cut a hole in the top for the high bit to stick out. Another thing I have done is tape straws in the corners of the box, so the lid can not be pushed down too much.



Love this idea! thumbs_up.gif

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cambo Posted 18 Aug 2011 , 1:43pm
post #10 of 21
Quote:
Originally Posted by cakestyles

Well I'm glad she was satisfied with your explanation.


In the future if you have a cake that the box lid won't close because the cake is too high...I would place a piece of tape on either side holding the lid open so that there's no way it can fall down and squish the cake.

I than place plastic wrap over the opening left by propping the lid open on the box and tape the plastic in place.

That way the cake is completely protected from the elements.




This is exactly what I do icon_smile.gif

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LittleBroccoli Posted 18 Aug 2011 , 1:44pm
post #11 of 21
Quote:
Originally Posted by tiptop57

* Sometimes I cut the covers off.
* Sometimes I tape them to be open just a bit, but off the cake.
* Sometimes I buy those cake boxes with the see through top and then cut the cellophane out.
* Sometimes I double box for the teepee top.

Doesnt this seem to be lots of work when a box with the proper height would work the best? When do you all think the manufacturers of cake boxes are going to figure out we need the specialty box for height?




definitely agree!

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cakegrandma Posted 18 Aug 2011 , 1:46pm
post #12 of 21

When I have a cake that is too tall for the box I staple the sides to the box at the height that it needs to be so it does not squish the cake. I think stapling is better than taping as the top could move more with the taping. I then tape plastic wrap over the opening and to the top and isdes of the box. I too suggest a form that states the cake was picked up or delivered in good condition.
Thankfully your client understood what had happened and did not pursue this any further. What a nice client actually.
evelyn

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Rosiepan Posted 18 Aug 2011 , 1:52pm
post #13 of 21

The problem is that most of the boxes we buy over here tend to have seperate lids like these http://www.partykiosk.co.uk/ekmps/shops/domestix/images/cake-boxes-with-lids-packs-of-5-10-inch-size-4159-p.jpg
and that makes it more difficult to tape in an upright position. You can buy taller boxes but they are more expensive, typically used for wedding cakes.
I thhink the idea of taping something to all corners could work and then covering the gap all around with wrap.

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LittleBroccoli Posted 18 Aug 2011 , 2:13pm
post #14 of 21
Quote:
Originally Posted by Rosiepan

The problem is that most of the boxes we buy over here tend to have seperate lids like these http://www.partykiosk.co.uk/ekmps/shops/domestix/images/cake-boxes-with-lids-packs-of-5-10-inch-size-4159-p.jpg
and that makes it more difficult to tape in an upright position. You can buy taller boxes but they are more expensive, typically used for wedding cakes.
I thhink the idea of taping something to all corners could work and then covering the gap all around with wrap.



Yes Rosie, this is why I like the straws idea, or I have seen 'cardboard extensions' that you can buy to put in the corners, to lift the level that the lid sits on.....think I may go and buy some of these for future giant cuppies! icon_redface.gif
Rosie - you are Kent UK too?! Your cakes are fabulous. icon_biggrin.gif

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AnnieCahill Posted 18 Aug 2011 , 3:11pm
post #16 of 21

I just cut the lids off.

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Rosiepan Posted 18 Aug 2011 , 3:42pm
post #17 of 21
Quote:
Originally Posted by LittleBroccoli

Quote:
Originally Posted by Rosiepan

The problem is that most of the boxes we buy over here tend to have seperate lids like these http://www.partykiosk.co.uk/ekmps/shops/domestix/images/cake-boxes-with-lids-packs-of-5-10-inch-size-4159-p.jpg
and that makes it more difficult to tape in an upright position. You can buy taller boxes but they are more expensive, typically used for wedding cakes.
I thhink the idea of taping something to all corners could work and then covering the gap all around with wrap.


Yes Rosie, this is why I like the straws idea, or I have seen 'cardboard extensions' that you can buy to put in the corners, to lift the level that the lid sits on.....think I may go and buy some of these for future giant cuppies! icon_redface.gif
Rosie - you are Kent UK too?! Your cakes are fabulous. icon_biggrin.gif



Thank you!
If you are going to make lots of tall cakes it would be worth buying those extensions but I would more likey get some card stock and make my own.
I have a two tier coming up next month that is travelling to Salisbury. I may try some bubble straws or some card with some cling film for that.

I am in Medway area. Where are you from?

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LittleBroccoli Posted 2 Apr 2013 , 9:12pm
post #18 of 21

AWhoops sorry this thread is ages old Rosie. Not sure why I don't get notified? ..... But I'm between Sevenoaks/Dartford. X

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FaithFluro Posted 2 Apr 2013 , 9:27pm
post #19 of 21

Maybe in future draw up a little note saying that the cake is in fine condition and get them to sign it?

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LittleBroccoli Posted 2 Apr 2013 , 9:37pm
post #20 of 21

AThanks Faith. I rarely take collection orders anymore, but when I do this is great advice.

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SugaredSaffron Posted 3 Apr 2013 , 6:28pm
post #21 of 21

AI just had to cut a hole in the top of a box, usually I got the extenders that fit inside the box, not the corner ones but they were only available in 14" and above. The corner extenders are okay, but not great.

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