Last week end I decorated a 3 tiered cake with a fountain underneath. My DH left to set up and calls and says the fountain will not work. I t was a brand new fountain right out of the box. My stupid mistake to not check it first. My old fountain had not been returned!! so I had just gotten it in.
The light worked but the pump did not. I asked hubby to ask bridal friend if she thought we should leave the fountain or put cnadles or something else under. she couldn't make up her mind and hubby had another wedding in the van to go set up.
Friend of bride calls me and complains about fountain and says this is horrible and she wants her friends money back ect. SHe says the cake was leaning. and I questioned her about that cuz the cake was fake and can't get any more level than fake. Come to find out hubby missed locking in one of the pillars. Easy fix./ She then said the cake was decorated beautifully but the fountain was horrible. SHe still wnated me to promise her friend her money back. I told her that I wanted to talk to the bride and to have her come see me and we would discuss this. I was not going to make a deal with her friend on the phone.
Finally heard from the bride yesterday. SHe is stopping by to return my equipment. She talked to hubby in the phone and didin't say anything.
I am thinking if she asks I will offer a gift certificate. How od you think? She spent about 250 on her cake.
Sorry this was so long. I guess my thought is that they had a beautiful cake and yummy sheet cakes. WHo would thunk and brand new wilton fountain wouldn't work?
When she comes to talk to YOU, why don't you ask her what she thought of the cake and apologize for a brand new fountain not working. Have something in place for when she gives her answer. Her wedding cake was not ruined, she got a decorated dummy and sheet cakes to eat, and I hate to break it to her, but the way a fountain is "working" does not show up in pictures or anything anyway. I understand it's not what she wanted but truth be told, nobody probably really noticed besides her friend.
If she says how disappointed she was, be prepared to tell her you will make it up to her with a gift certificate for $25 off her next purchase or whatever you decide. You did a lot of work for little money. Granted, the fountain probably should have been checked, but you would expect it to work right out of the box. I'm sure others have different views, but that's mine in a nutshell. 
PS I love Iowa-when I cross the Mississippi it is then that I'm truly "home".
Then NO WAY!!!! I might offer a gift cert. for $25 but they got everything but the fountian. But on the otherhand a lot of this business is word of mouth and how much is a satisfited custome worth. I would ask her what she would think is fair. Not a complete refund!
Did you charge her any extra for the use of the fountain? If so, then that is the appropriate amount of refund or credit to offer. If not, then I wouldn't worry about it, if she didn't ask, she must not have been that upset about it. It sounds to me like the "friend" was trying to stick her nose in someplace it didn't belong! I have had the same experience with brand new Wilton fountains. It you bought it recently call them and make them replace it! I have one that did the same thing, but would eventually come on if you jiggled the cord and tapped the base just right. I decided it must be a little short in the kill switch that's part of the bobber. Anyway, good luck, let us know what you decide and how she takes it!
-Lori
You did not have a contract with the friend, but with the bride. So it really doesn't matter what the friend thinks or wants.
I wouldn't offer anything back unless she seems upset about it or comments on it. And if you do, then I'd only give her the 'rental' fee for the fountain in the form of a CG.
Who the he** does she think she is? THings went well! The groom brought back the plated and fountain and lucky for me one the groomsmen is an electrician so the fountain got fixed!!!
They were very happy with everything and had raves about the cake so all is well in the land of cake!
Thanks for all the help.
Just fo rhte record, I have been on various cake chat boards and there have been a tremendous number of complaints on the Wilton fountain not working right out of the box. It doesn't rally seem to be that unusual at all. I got mine from Ebay, about $30 and it has been fine for years.
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