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AIBU?

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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:
LexieLulu · 02/08/2018 21:19

You need to tell her straight, say you offer delivery services, once the cake is out of your hands it is not your responsibility

cookie4640 · 02/08/2018 21:33

Oh I really want some cake with buttercream icing so bad right now! 😕

Talkingfrog · 02/08/2018 22:02

Yanbu
If there are loads of good reviews I would only take price of a bad review if a number of people were saying the same thing.

Once I found a pushchair I loved the look of. When I got to the 10th review said that the colour on the fabric had faded, there had to be done truth in it. If the 80 reviews nearly half said the same. If it had been 1 or 2, I would have assumed it was something they had done.

CantGetDecentNickname · 02/08/2018 22:28

Some people complain that goods are faulty to get a refund even when they aren’t and make a habit of it. Hope this wasn’t the case, please bear in mind that it is a possibility. Either way, you had offered to transport it and she chose to take it herself and it was therefore her responsibility. Best make sure that is written in the small print for the future. Good luck.

manicmij · 03/08/2018 08:57

Definitely do not refund. If you buy a cake in a supermarket and squash it on the way home you do not take it back for a refund. It's your fault not the supermarket's. And that's with no advice given on how to transport it. Madness to think it was your fault. YANBU

Hungryagain · 03/08/2018 09:29

Once it leaves your property it is no longer your responsibility, plus should of listened to you in the first place!

pollymere · 03/08/2018 10:57

The fact that she had buttercream in her hot car, rather than using your delivery with coolbox rings alarmbells to me that she was going to pull a stunt on the cake anyway. It's possible she sourced another cake but had already paid you in full so tried to manufacture a refund. It's a shame you don't have pics. If she kicks up a fuss, I'd reiterate that you offered transportation and that you cannot accept any responsibility for her ignoring this.

Soubriquet · 03/08/2018 11:12

Please do not let her bully you into a refund

I agree with the disclosure form and getting them to sign it as they leave.

I would also put a post on your social media with a "polite notice. Once this cake has left my possession, it is the customer who will be responsible. If you choose to transport it yourself, you will be liable for any damage"

MyOtherProfile · 03/08/2018 11:51

Please do put the pre-emptive post on your page about all you do to ensure safe delivery and how it's not your fault if someone gets it wrong.

Larrythecat · 03/08/2018 11:55

Is the picture of the full cake (destroyed) or just the buttercream tier? I wonder if she's destroyed (and eaten, hence the "I didn't like it anyway") the buttercream tier but intends to use the other two tiers for the wedding?
I agree with PP, pre-emptying a complain would be good. Post a disclaimer in your FB page. There are some very well worded suggestions up here.

Justblockthebitch · 03/08/2018 17:58

OP let her post on social media.
When she does a review just reply with what actually happened and tell the truth - you offered delivery and it was refused - damage occurred due to the customers negligence and unfortunately it was circumstances beyond your control and you are not liable and anything further will be taken as libel/slander

ImNotAFlower · 03/08/2018 18:28

I make cakes.

This happened to me about 6 months ago.
Fairly similar situation accept they didn't like the design when they got it home (having said it was "perfect" on collection)

I like yourself get nearly all of my work from social media and was petrified that she was going to go to town and ruin everything that had been so hard to build.

I remember that gut wrenching feeling so well.

In the end I issued a statement on my business FB page explaining that I had had a complaint and that I had offered a solution but that it had been declined.

The post went crazy and was viewed by double the amount of people my usual posts get, I also took eight orders that evening 😁.

What I did do was block the customer from the page. As it was she didn't try anything (I suspect she- like your customer- knew she was in the wrong)

You are completely in the right, she broke the cake it is her problem.

Sit tight she will go away. If she doesn't you respond kindly but firmly.

I sometimes find people want something for nothing and just expect their money back for any little thing (including when it is their fault)

Head up chick, this too shall pass!
💐🍷

BendydickCuminsnatch · 03/08/2018 18:33

Do you do a release form now imnotaflower? You should! Removes any worry about if this happens again :)

ImNotAFlower · 03/08/2018 19:09

I don't do an actual release form but I do send people a list (like the one further up the thread) with their booking confirmation

Strawberry2017 · 03/08/2018 19:27

Wow she is cheeky!
I can't believe she's holding you responsible! What's a CF

Ninabean17 · 03/08/2018 19:54

Don't pay her a penny! You are not responsible once it's left your hands

Lurkeycakewoman · 03/08/2018 20:23

I had something similar happen me last year. I usually only make cakes for friends but my bestest friend had a woman at work who was let down last minute for her daughter's 18 and begged me to help out.

I delivered the 2 tier cake on a Friday night to the venue to a very drunk mom and the daughter who was crying with happiness at her beautiful cake. On the Sunday morning I got a message saying the cake had fell over with pictures and they wanted a full refund because they didn't like the cake anyway it was horrible. Looking at the cake it was a mess and i was going to refund because i thought it was my fault.the top was sliding off the bottom but when I zoomed in it was wet and couldn't understand why?
So I asked a couple of questions and then asked my friend some aswell.
Turns out they moved the cake after I set it up onto a table by the buffet that only had a small gap between the next table so anyone passing would have had to pass through the small gap to get to the buffet. It obviously got knocked over then some drunk bright spark suggested they put it in the fridge when they got home to save it.
In the meantime they lost the box and it was raining outside so they went and waited outside in the rain for their taxi and the taxi driver wouldn't let them put it in the boot so they sat it on someone's lap then brought it home put it in the fridge without a box so the moisture in the fridge melted it Hmm
I refused to refund and she threatened me with social media so I done what was suggested up the thread I posted the pictures on my page and pointed out all the things they done wrong and why I give the advice I do. I got loads of orders off the back of those photos and it pushed me from hobby baking into business in the space if a month. I post it every now and then just to see the new comments of how dumb people are GrinGrin

KeepServingTheDrinks · 03/08/2018 21:04

Fare you ok Onlyjoinedtopost?

wheezing · 03/08/2018 23:48

Agree with PPs - you do need to respond and tell her she is not eligible for an upgrade and then pre-emptively discuss on your facebook (with the photo like @lurkeycakewoman !) and say that this is why you advise to use your delivery service or at least be careful with collection.

Hushhush89 · 04/08/2018 12:08

No, do not refund her.... you offered to deliver the cake yourself but they refused and wanted to collect. You told them safe ways to transport the cake but they ignored you... once they had left with the cake it was no longer your problem, there for whatever happens to it after is nothing to do with you.

If she writes on your business page make sure you reply and explain that you offered to deliver for them and told them ways to keep it safe, it's their fault they ignore you, that way when other people are reviewing your page they can see what a CF she's being and how none of it was your fault x

BreakfastAtSquiffanys · 06/08/2018 21:46

Did the cake dropper take things any further OP?

LagunaBubbles · 07/08/2018 10:07

Lurkeycakewoman

OMG what a farce, how stupid can people really be!

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