really in need of some advice.
We made this wedding cake two weeks ago, we set up at the venue due to it being a couple of hours drive away and stayed for 3 hours adding final touches and ensuring all was ok before we left. We had the wedding planner sign a form to say the cake was in perfect condition before we left. each tier was a different sponge, each cut into 4 sections with complimenting frosting between each layer, all as ever taste tested by myself as any other cake that we send out. This as I said above was two weeks ago.
I woke up this morning to a message from the Bride to say that the cake was a complete disaster and that she is on her honeymoon at the moment but will be in touch upon her return. That was all, so obviously I wouldn't leave it as that without knowing exactly what she meant with the cake we have been so proud of since leaving. so we have just rang the wedding planner and im in utter shock. firstly she said the top two tiers had toppled but that they didn't fall to the floor as a staff member caught it. (the wedding began an hour after we left, we were there 3 hours and it did not move at all) she said the cake wasn't moved or anything when it did this (yet conveniently a staff member was directly at the side to catch it- an hour after we left when it had been fine for 3??) then finally for an added salt in the wounds she said that the cake was not served as none of it was cooked! now the toppling bit I can deal with, not lightly, but I can accept that If they had tampered with it once we left baring in mind we had just built it at the venue, then this may have been possible, but I know 100% that every single one of those cakes which were each baked with two lots of 2" deep cakes then halved and stacked were hand on heart perfectly baked.
we have been running our business from home for the past year and a half and not had one complaint in the slightest, absolutely nothing but great feedback and we now have this and we don't know what to do. This was 2 week ago and its literally their word against ours other than the form to say it was fine when we left and me knowing without a single doubt that the cake was 100% baked perfectly.
What do I do???