Thanks for the comments everyone! I was kind of hoping it was faked but sadly, after seeing the way some people treat staff in shops, I don't think it's outside the bounds of reason :-( And the cake down the stairs...I would have cried a lot as well. I swear I am a few hairs greyer after every delivery!
Thank you all for the comments re dealing with MOBs as well.
Have you found a 'politically sensitive' way of saying this? Something like, "Hi there, your Mum has just contacted me with some changes about your cake - I just wanted to make sure with you that everyone is on the same page?"...would that work? I'd hate to think I was going behind someones' back.
I don't worry about any MOB (or any other family member for that matter) changing anything because it specifically says in my contract that only the bride (or whoever orders the cake, I had a groom down as my client once) can make changes. One bride was very happy that many of her vendors had that clause in their contracts since she had a "crazy stepfamily".
That is a brilliant idea! About to amend my contract! Do you accept changes verbally or do you only take them in writing?
It's a strange co-incidence - i was talking with a friend yesterday whose Mum made her wedding cake. it was a stunning 5/6-tier with a cascade of roses and flowers - hours and hours of delicate work. But mum 'surprised' her by adding a little figurine of her playing netball on the side which while thoughtful, spoiled it a bit for her as it was so out of place (our team dresses are black...doesn't sit well on an ivory cake!)
Thanks again all :-D