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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To not want to issue them a refund?

247 replies

Onlyjoinedtopost · 31/07/2018 21:13

I run a cake business, and today I had somebody collect a cake order. 3 tiers, 2 tiers iced with fondant and the middle tier iced with buttercream icing as specifically requested in their original order. As it was fairly last minute, she did a bank transfer of the whole amount when I said only a deposit was necessary and then final payment on the day.

I offered to deliver it as the party was around 40 miles away and I have a special cool box in my car and am also aware of being delicate when delivering a cake as I know I need to be gentle etc. She insisted on collecting it herself, fine by me that’s your personal choice. I advised her to put cake (in heavy duty box) either in the boot or on a flat surface so footwell or something, so it was as flat as possible. She put it on the back seat and put the seatbelt round the box.

She messaged me after she got home to say the cake box slid off the seat onto the floor which crushed the cake to the point it was beyond being saved. She has demanded a full refund as I have ‘ruined the party’. Wibu to not refund her? I am genuinely gutted as I know how upset she must be, but I had taken every step I possibly could to ensure the cake made it in one piece, supportive dowles inside, extra cake boards between each tier, heavy duty cake box, advice about transporting etc

OP posts:
PatheticNurse · 31/07/2018 21:15

How is that your fault?

CornishFairing · 31/07/2018 21:15

Madness. The cake ceased to be your responsibility when she took it from you. If you bought a vase in a shop, then dropped it and smashed it in the street, you couldn't go in and demand a refund !

Anniegetyourgun · 31/07/2018 21:16

Erm, how have you managed to ruin the party? You didn't break the cake, she did Confused I can't see how there can be any other way of looking at it. Some people are just peculiar.

Maelstrop · 31/07/2018 21:16

Once she collected it, it was her responsibility. Had she bought some crystal in a shop, then dropped it getting it out of the car, would she demand a refund? What’s the difference? She is bu.

Waitinforaflamin · 31/07/2018 21:17

YANBU not to refund. As soon as she left the shop the cake was her responsibility. You offered to deliver, which she declined and then sound like you did everything you would normally do to transport the cake AND you have her specific instructions re where the place or which she wilfully ignored. She’s being a CF.

BigChocFrenzy · 31/07/2018 21:17

Well, sounds like her own fault, transporting a delicate creation like that.
A seatbelt Grin !

So I don't see why you should refund a penny.

Of course, she can leave you a rotten review, but if so, just write that she didn't follow your advice on transport and refused your delivery offer

KMoKMo · 31/07/2018 21:18

YADNBU

madrush · 31/07/2018 21:18

No, I don't think you should give a refund. It's like me dropping a box of eggs in the supermarket carpark - my fault, not theirs. I'd message back
"That must have been such a disappointment for you, I'm so sorry that the lovely cake didn't make it to the party safely in your car. Unfortunately I can't offer you a refund as the cake was in perfect condition when collected."

ItsAllGoingToBeFine · 31/07/2018 21:19

No refund!

You totally met your side of the deal.

BigChocFrenzy · 31/07/2018 21:19

She probably braked suddenly, or did her Nicky Lauder impersonation

DesignStatement · 31/07/2018 21:20

No way are you responsible for that. Nobody with any sense would transport a cake like that ~ but to do so after giving her advice is irresponsible.

TokyoSushi · 31/07/2018 21:20

Exactly what madrush said

Betsy86 · 31/07/2018 21:21

No way do not refund her what a cf!!!!

MyDarlingWhatIfYouFly · 31/07/2018 21:22

No refund - absolutely not. If she was happy with the cake when she left the shop with it - that's where your responsibility ends.

Some people are ridiculous - YOU ruined the party??! Hmm

coconutpie · 31/07/2018 21:22

Under no circumstances are you to refund her - she is being an ultimate CF!

YeTalkShiteHen · 31/07/2018 21:22

As PP have said, it ceased to be your responsibility as soon as she took possession of it. I think she’s at it tbh.

mediumbrownmug · 31/07/2018 21:22

Yanbu. She was very unreasonable both to blame you and to attempt to manipulate your emotions so you’d give her both the lovely cake and her money back too.

Also, are you quite sure it was in fact smashed? It sounds like she was setting it up to have you believe it was, ignoring your advice and putting it on the backseat while you were watching and all. It’s entirely possible that after enjoying your lovely cake, she might have chanced a refund, too.

mommybear1 · 31/07/2018 21:22

Do not refund her you offered to drop it if she refused it became her responsibility when she left your premises.

agedknees · 31/07/2018 21:22

I am going against the grain here, and say you should refund her. She can hopefully put the money towards a brain transplant!

Of course yanbu.

Bambamber · 31/07/2018 21:24

YANBU

Are you sure she's not just having you on anyway?

Oldaintallthat · 31/07/2018 21:24

I hope she's reading this right now and recognising herself as one arse of a CF

DickensianHysteric · 31/07/2018 21:24

YANBU. Have you actually seen photos of the squashed cake? She's trying it on anyway, but who's to say that she didn't get the cake home in one piece, everyone enjoyed it at the party, and she's spinning a line to try for a refund.
But even if it's true, no way should you give her a penny. She ignored your advice.

9amTrain · 31/07/2018 21:24

You warned her! You offered to deliver safely!

It's entirely her own stupid fucking fault. Yanbu. Do not refund her.

ShawshanksRedemption · 31/07/2018 21:25

YANBU at all. I have no idea how she thinks that what happened was your fault - did she explain how she felt it was your responsibility? It's just bizarre. I'm hoping she is just very upset/embarassed and when she has calmed down will realise it was her fault the cake box slid off the seat and crushed the cake.

I would however be prepared for negative feedback if she doesn't accept her responsibility in this. Unfortunately as a business owner you'll come across people like this and will have to let it bounce off your thick skin (

SnowyAlps · 31/07/2018 21:25

She's lost the plot. Don't refund!