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Bride gave me a wrong date

post #1 of 38
Thread Starter 

My whole body was shaking and I felt like throwing up when the bride's friend called me looking for the cake few hours ago.  Then her mother in law took over the call and started yelling. The wedding was today, friday but she gave me the wrong date. It was for tomorrow.  I feel so terrible but I don't see I else I could have done since she gave me the wrong date.  I am not an established bakery. I do this at my home.  We don't have a formal contract but it was confirmed thru email for the 28th on 2 separate messages.  I feel so terrible for the bride.  The cake was paid in full. I am planning give her a refund but is it appropriate to deduct the cost of the cake?  I am stuck with 4 tier cake @ home.  I feel so bad for her but what else can I do?

post #2 of 38

You didn't plan the wedding, they did, and they can't expect you to be psychic.  I would definitely deduct the cost of the materials.  Fact is, I'd deliver the cake tomorrow too and keep all of it.  You would be executing your part of the contract as it was expected in writing.  It's upsetting but you didn't do anything wrong.  It's standard for them to call a week or so out to confirm everything.  Honestly, what bride doesn't know the exact date of her wedding months in advance?

post #3 of 38

 I feel for you and know you must be pretty upset!!!  I am wondering what the others will think of this. Obviously, the bride and her mother think that you got the date wrong but your emails are proof that your end of the bargain was to make the cake on the 28th. This is my opinion that they should pay you for the cake. You should not have to pay for their mistake.

 

I am not sure what the professionals would do in this situation so hopefully one of them will advise you what you should do. Good luck and don't feel bad because you did nothing wrong at all!!!!


Edited by remnant3333 - 9/27/13 at 10:20pm
post #4 of 38
Wow...what a nightmare...I feel for you and the bride. I would copy both emails with the confirmation of date and send them to the bride along with a note from you saying how sorry you are for the mix-up but you were going by the information that was presented to you. However because you feel for her situation you will return her money sans the amount you spent for materials and time spent baking.

Does she deserve a refund? Maybe not, but given how I'd feel as a bride in the same situation, I think it would be a nice thing to offer.

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If I am ever on life support, unplug me...

Then plug me back in.  See if that works!

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post #5 of 38
Never apologise if you did nothing wrong (lawyer speaking)
post #6 of 38
I would apologize from the point of being sympathetic. And I would then ask where she would like the cake delivered tomorrow, at a time convenient for her. And no, there is no refund due.
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post #7 of 38
Tomorrow she'll have a better attitude about it, and have the emails printed out in your posession when you deliver it. Be sympathetic, but not overly so. If you confirmed everything to everyone's satisfaction, then you did everything correctly. You shouldn't be punished because of her error.
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post #8 of 38
And from now on, because weddings are best left to professionals, use a contract and develop a confirmation system to prevent this from happening again. Or don't take on weddings. You don't get a do over with something like this, it's not a birthday.
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post #9 of 38
Quote:
Originally Posted by AZCouture View Post

I would apologize from the point of being sympathetic. And I would then ask where she would like the cake delivered tomorrow, at a time convenient for her. And no, there is no refund due.


Wow
post #10 of 38
Wow what? It sucks, but I don't think I'd be offering up any money after fulfilling my obligations, based on a date that was confirmed not once, but twice. I would however have used a contract, and maybe that would have prevented it.
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post #11 of 38
And anyone who knows me, knows I am pretty quick to say when a decorator needs to fess up or take ownership of situations that they're at fault for; I am not one of the "bash the customers" fanatics that is just way too rampant around these parts. But this isn't her fault, obviously the email communications were acceptable to both parties (wouldn't be for me, I make a contract for every single order but that's not helpful at this point), and she did what she was hired to do. I'm not saying "not" to refund, by all means whatever makes you feel better, but I certainly don't see an obligation to do so.
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post #12 of 38
What is the posturing of the bride now? If its nothing less than apologetic over her mistake and the fact that you were YELLED at for no reason, then I'd just deliver the cake and offer nothing. Any refund is a gift by you, and the bride so far has not earned a gift.
post #13 of 38
I'm sorry you had to go through this OP. I suspect the stress of the event and the family members not knowing that it was the bride who made the error caused them to lose it. On your part though, you still have to think like a business. Often people let emotions override good business sense. Yes the bride made an error. It's really sad but you as a business fulfilled your part so a refund would be at your discretion, and not compulsory. If you choose not to refund, make sure you still deliver what the client paid for.

If I had to deal with this, I would've tried to get the cake to them with a super scaled down design if I could. I'm talking textured BC or plain fondant with satin ribbons. Maybe have one of the yellers run to the store for a wedding cake topper. Or I would offer to use one of my display cakes at the reception and serve what I already baked in the back. Basically, I would still try to help the customer save face.

Random FYI: By the day before the wedding, most professionals already have the cake covered and waiting for decorations. Many have the cake finished by the day before.
post #14 of 38
I always write both the day & date on the contract. Friday, September 5, 2013. Makes for less confusion.
Quote:
Originally Posted by vgcea View Post

Random FYI: By the day before the wedding, most professionals already have the cake covered and waiting for decorations. Many have the cake finished by the day before.

I did once have a similar situation. I was putting the finishing touches on a cake when the planner called. My hands were shaking. I quickly finished, tossed everything in the car, and took off for the reception. The bride never even knew there was confusion.

In this OP case, the only culpability is not confirming details on Monday and having a contract. I personally would feel such guilt that I would refund the cost of decoration. If there is a new delivery location, I'd revise that part of the bill as well. I'm keeping the rest! Not only because I made the cake but also because I turned away other business to commit to hers.

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https://www.facebook.com/pages/Delicious-Desserts/207874222593145

 

It's never "just cake!"

 

You may get a cake for $way to little but you won't get this cake!

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www.VeryDeliciousDesserts.com

https://www.facebook.com/pages/Delicious-Desserts/207874222593145

 

It's never "just cake!"

 

You may get a cake for $way to little but you won't get this cake!

Animal
(4 photos)
 
Reply
post #15 of 38
I feel so bad for this original poster. Big hug honey, because just thinking about this happening gives me the chills. It wasn't your fault. Maybe if you haven't covered the cakes in fondant freeze them, and as a goodwill gesture offer to deliver them later in the week as individual cakes. Maybe they could use them or give as gifts to those integral to the wedding. I would not offer a full refund, if you feel generous whatever you feel comfortable charging or 3 or 4 simply decorated cakes delivered in the coming days. Just one possible (not too great I might add) solution for a really unfortunate booking.
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