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My stomach is in knots over wedding cake pickup!

post #1 of 37
Thread Starter 
Just this morning, I had a wedding cake that served 100 people picked up by the bride's grandparents. When they arrived - they were in a 4 door sedan. I told the grandfather I did not believe the 18" X 18" box would fit in their car! He told me "Sure it will!" Which it did. Barely and at a total slant!

I have no idea how that thing rode...AND they were traveling an hour and a half AND going to the beach where the wedding would be outside!

Where does my responsibility end when a cake is picked up? If the cake didn't make it do I owe a refund? My stomach hurts just thinking about it. Somebody help me. icon_sad.gif
post #2 of 37
What does it say in your contract? Typically there would be a separate disclaimer for pickups where the customer agrees to take full responsibility for the cake once it is loaded into their vehicle.
post #3 of 37
IMHO If you didn't inform them how to transport that cake then you probably will need to make some adjustments on the price when they scream icon_sad.gif
This is where a good contract comes in handy....then you verbably inform them of the necessary things that make a good transport......cake *MUST!* remain *flat* and kept as cool as possible.
post #4 of 37
If fully informed when the cake was ordered( this needs so and so much space, a place surface and super good AC), and they still came in a car that wouldn't accommodate..that is their problem. You just have them sign off on it accepting responsibility.
Why do people do this?
Seriously, if I order $50 worth of KFC, I wouldn't then drive 100 miles to the beach and think that the food will be fine when I get there. It will not be hot, it may be smashed, I'll probably get food poisoning and I have myself to blame. I certainly wouldn't call KFC and complain.

As a baker, I know that even with the AC on the sun coming through the windows can cause a headache. More and more I'm seeing that we just need to educate people as to the fragility our product. And if they won't listen, we need to back away.
I turned down a bride just this year because she not only changed her March date to July, but she also moved the party from local to 2 1/2 hours away in the mountains. Sorry, but my butter icing can not do that.
You'll probably hear from them. It will be a miracle if this cake 'made it' in the same shape you sent it in.

mommachris

wife to David for 25 years
mom to 13 blessings
Nine who are still living at home that range from 22 to 4 years old.
Holly, Amy, Aaron, Evelyn, Zebedee, Melody, William, Melissa and little Tobin
and four more sweet babies in heaven.

Reply

wife to David for 25 years
mom to 13 blessings
Nine who are still living at home that range from 22 to 4 years old.
Holly, Amy, Aaron, Evelyn, Zebedee, Melody, William, Melissa and little Tobin
and four more sweet babies in heaven.

Reply
post #5 of 37
What a bunch of idiots. I say that when they drive away it's out of your hands. As long as you told them it had to be flat and they ignored you, it isn't anything that you have control over.
post #6 of 37
Thread Starter 
The grandparents said they "use to be" cake people. Grandpa said "We've delivered hundreds of cakes in the back seat." I haven't heard a word. Maybe it made it. I just don't know. I do hope to hear soon because I'm fairly new in my business and don't want bad "press". Grrrr. I've learned never to give up the cake without a contract.

I know, I know! I should have known. But we're a small community and not many bakers....yada yada yada.... icon_sad.gif
post #7 of 37
The only thing you could have done was to put rolled up newspapers under the seat to counter the slope.

I suspect that grandma will nag grandpa to drive slowly...but that makes more time for the cake to heat up. Sure hope they had some capable strong person to lift that baby out of the car...

You might consider that if you cannot deliver a cake yourself, then you should not accept the order in the first place--especially for a stacked cake which sounds like this was.
post #8 of 37
Thread Starter 
Not only was it stacked, it was tall. I will never accept an order under these conditions again. If I can't deliver it, then I won't take the business.

I posted a photo on facebook and the last comment was "It didn't look like that when it arrived at the wedding". Made me sick!!
post #9 of 37
Quote:
Originally Posted by CarolLee

Not only was it stacked, it was tall. I will never accept an order under these conditions again. If I can't deliver it, then I won't take the business.

I posted a photo on facebook and the last comment was "It didn't look like that when it arrived at the wedding". Made me sick!!



Oh crap...well, i bet it didn't, but that wasn't your fault. Can you post something about how them insisting on shoving a cake box onto an uneven surface could possibly have had something to so with the cake's appearance? In a polite way, of course.
post #10 of 37
Thread Starter 
At this point I'm not sure if I should contact them? Or wait until somebody says something to me. I've got to settle it soon because I can't think of anything else!!

I do so appreciate all the comments and advice. icon_smile.gif
post #11 of 37
I would not contact them. I know you want some kind of resolution, but I think if you contact them you are just asking for trouble. Hopefully they realize that it's their own fault for ignoring your warning about the cake not being level.
Before you ask- I'm licensed, inspected, insured, and all that jazz.
Reply
Before you ask- I'm licensed, inspected, insured, and all that jazz.
Reply
post #12 of 37
Quote:
Originally Posted by costumeczar

Quote:
Originally Posted by CarolLee

Not only was it stacked, it was tall. I will never accept an order under these conditions again. If I can't deliver it, then I won't take the business.

I posted a photo on facebook and the last comment was "It didn't look like that when it arrived at the wedding". Made me sick!!



Oh crap...well, i bet it didn't, but that wasn't your fault. Can you post something about how them insisting on shoving a cake box onto an uneven surface could possibly have had something to so with the cake's appearance? In a polite way, of course.



No I wouldn't post to FB yet.

Ask the bride for a pic of the cake in its final condition. SHE made the decision to have her grandparents pick it up. NO you don't owe her any $$$ refund...if a customer picks up at your shop they own the cake that they have fully paid for, and what happens to it after they take it away is NOT your problem. That principle is stuck somewhere in most state laws.

Put both pics into your contract with a warning of WHY you require to deliver cakes (for a fee outside of your local area).
post #13 of 37
I think you may be "poking the bear" if you make contact.

But, it's not uncommon to want a picture of the cake in it's final setting. Most times, the table and flowers surrounding the cake make the picture better.

Obviously you wouldn't expect that in this particular situation. But, maybe that would help you test the waters?

That's great YOU posted a picture of the cake looking it's best. If you're worried about your reputation...this should help.

Good Luck!
post #14 of 37
I was joking about posting on her page! Don't do that! I'd just wait and see if they contact you. You posted the photo of the cake to show that it was beauteous, so leave it alone at this point. They know they're responsible...
post #15 of 37
Thread Starter 
Well. I did just hear from the bride. She says her grandparents told her the cake "crumbled" just a short way down the road from my kitchen. Then, they went to the venue and the grandmother tried to fix it best she could. It was very little by then.

My question is: Why the heck didn't they just bring it back to me??? I say it fell over during a turn and they just kept going. She had my phone number. grrr. I do believe the bride will ask for a full refund.
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