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What kind of policies do you have for this kind of situation?

post #1 of 26
Thread Starter 

This morning I delivered a 6" cake with 130 cupcakes on a metal cupcake stand with the 6" cake on top. The client said 11am delivery but no one was there and nothing was setup. I called and was asked to setup what I could in the kitchen/prep area and they would move it to the table when it was decorated since they were running late. I had another delivery/setup otherwise I would have waited but we set up, took pictures, and left. This afternoon I received a call from the bride saying that when they went to cut their cake the stand fell apart and the 6" cake and ten cupcakes were casualties. We delivered the stand completely put together with the 6" cake already on place so if something was wrong then surely we would have had problems during the drive to the venue. I returned her phone call but so far have gotten voicemail. My contract states: "we are not responsible for any damages once setup is complete." Obviously they had to move the stand before the reception and I'm also curious as to how this heavy duty metal stand was broken. I was just wondering what you guys would do in this situation (I'm assuming she will be asking for a refund) and what other policies you have in place for this sort of thing.

post #2 of 26

Let them know you need pictures to prove their allagations.  You need to see how the heavy duty stand got broken.  This definately sounds to me like buyers remorse and they are just looking to get their money back :(

post #3 of 26

She needs to talk to whoever moved the stand. It's not your fault they weren't able to have you set it up where they wanted it. 

elsewhere.
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elsewhere.
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post #4 of 26

can you post a picture?

 

is it your stand?

 

who authorized you to set up??

 

i can't see how you owe her a refund

love me some cake buzzzzz

 

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love me some cake buzzzzz

 

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post #5 of 26
Thread Starter 

It is my stand. It locks in place very securely and I have delivered 6 tier cakes completely assembled with no issues. This was a small wedding in a community center where the family was doing everything.  the bride was the one who said to go ahead and setup. 

post #6 of 26

you did your job

 

you're not responsible for what happens after you leave the venue

 

you got pictures--you're golden

 

she's gonna owe you for your stand if it's broken

love me some cake buzzzzz

 

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love me some cake buzzzzz

 

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post #7 of 26

I have it in my contract about things like that. my policy states if there is no one there at time of delivery I will come back after all of my deliveries are done.if someone else has to move my product that is not the responsibility of me if something happens.it is not my responsibility if something happens after setup is done.If my stand is to get broken in some way they are at fault and will pay for the stand. You said you took pics before you left right? well you have those to refer back to.If the stand was inspected and was in working order when you left then it is off of you if you have that clause.

post #8 of 26
Did anyone sign the invoice at the time of the delivery?
post #9 of 26
Thread Starter 

No. No one was there to sign the invoice. That's why I got pictures of a pretty cake and cupcakes  on a counter instead of a nicely decorated table. I got a go ahead to setup from the bride over the phone. I had never thought of a policy on case no one is there. What do you guys have in place for that.

post #10 of 26
Quote:
Originally Posted by bellacakecreations View Post

No. No one was there to sign the invoice. That's why I got pictures of a pretty cake and cupcakes  on a counter instead of a nicely decorated table. I got a go ahead to setup from the bride over the phone. I had never thought of a policy on case no one is there. What do you guys have in place for that.
I've never seen a situation where there was no one at all at the venue. Worst case scenario you can get the signature from whoever is running the venue that day, we've had to do that a few times. If no one else was present I would have told the customer that she had to send someone to sign for the order, or she can reschedule the delivery for a different time.
post #11 of 26

I will not leave it if one of the contact people are not there.I have the clause that says I will deliver it after I have made the rest of my deliveries even if that means 5 hrs later.if they tell me a time and I am there at that time and they are not, sorry I have a contract that is initialed on every clause and signed at the bottom.

post #12 of 26
Quote:
Originally Posted by jason_kraft View Post


I've never seen a situation where there was no one at all at the venue. Worst case scenario you can get the signature from whoever is running the venue that day, we've had to do that a few times. If no one else was present I would have told the customer that she had to send someone to sign for the order, or she can reschedule the delivery for a different time.

 

 

oh sure it happens

 

we have one venue where we all know where the key is and we let ourselves in

 

icon_biggrin.gif

 

srsly though for real

love me some cake buzzzzz

 

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love me some cake buzzzzz

 

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post #13 of 26
Thread Starter 

This was a little community center that they rented for a few hours. Not the typical venue and the family was doing everything. She had been there to open up and left leaving the place unlocked because she knew I was going to be there. First time I've ever delivered to an empty place

post #14 of 26
Quote:
Originally Posted by bellacakecreations View Post

This was a little community center that they rented for a few hours. Not the typical venue and the family was doing everything. She had been there to open up and left leaving the place unlocked because she knew I was going to be there. First time I've ever delivered to an empty place

This has exactly happened to me, twice. Both times were fine. With experience, there will be times this happens to most cakers.

 

I am sorry they are messing with you, OP!

Beginners, be sure to parrot advice and get your post count up as fast as you can. After all, it's not what you know, it's what people THINK you know.
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Beginners, be sure to parrot advice and get your post count up as fast as you can. After all, it's not what you know, it's what people THINK you know.
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post #15 of 26

You tell the bride that you have pictures that everything was fine when you left and since you got her approval to set up you are not responsible for anything that happened once you left.  Tell her she is responsible for replacing your stand.
 

Tact is telling someone where to go so nicely they can't wait to take the trip!
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Tact is telling someone where to go so nicely they can't wait to take the trip!
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