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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:
HolidayHelpPlease · 31/07/2018 21:25

Are you sure it’s smashed?? The very odd behaviour flags a scam to me

HolidayHelpPlease · 31/07/2018 21:26

(Obviously please don’t refund, she screams CF but something is flagging this as a scam to me)

ShumpaLumpa · 31/07/2018 21:28

Slightly worried that you even need to ask, OP.

Is this a new business?

OurMiracle1106 · 31/07/2018 21:28

Nope don’t refund. She sounds like she trying it and it wasn’t your fault. Why should you be out of pocket for something which was her own fault?

Reaa · 31/07/2018 21:29

I would be asking how exactly it was your fault, you offered to deliver, you advised how to transport and she choose to ignore your advice.

KeepServingTheDrinks · 31/07/2018 21:29

I'm another one who wonders if she's trying to scam her wY out of paying for the cake.

Don't you dare give her a penny.empathise fulsomely and move on!

WatchingFromTheWings · 31/07/2018 21:31

Hell no! Make sure you keep all the correspondence of you offering to transport it and her insisting she'd do it herself. She admits it fell off the seat so obviously hadn't secured it. Don't give her a penny!!

Original poster
Onlyjoinedtopost · 31/07/2018 21:32

Thanks guys. Can confirm the cake was definitely smashed as she sent a pic of it

OP posts:
IKnowItsTIMHONKSTIMHONKS · 31/07/2018 21:32

She's being a CF

listsandbudgets · 31/07/2018 21:32

Do not refund. A previous pister suggested a perfect reply. Use it.

Actually I bought a vase recently. The bag slipped out of my hand on the way home and it smashed. Bizarrely it didn't cross my mibd to go back and demand a refund..... I would gave rightly been laughed out of the shop

Bambamber · 31/07/2018 21:33

Did she still eat it though? Grin

happypoobum · 31/07/2018 21:34

YANBU - she is a CF

RippleEffects · 31/07/2018 21:34

YANBU and she is all the explitives you want to insert here.

However, as a small trader myself, you need to balance just how much hassle she's going to cause over this. Sometimes damage limitation means moving on past those customers and to ding some sort of compromised middle ground - future discount, small Christmas cake etc. I've spent hours dealing with customers that would have cost me pounds to refund. I'm confident I was in the right but I'd have been better off moving past and moving on.

Is she going to just blow off steam or is she going to make lots of damaging noise?

Are your T and C's tight. Do you have suggested methods of transport etc. Is now a good time to add that.

chocolateworshipper · 31/07/2018 21:35

Do NOT refund! Not your fault she's a loon.

itswinetime · 31/07/2018 21:36

Your absolutely right it's not your fault the cake smashed and your well with in your right to not refund. Hopefully she will calm down and see sense but if not it's up to you how much of a pain negative feedback is to you?

LEELULUMPKIN · 31/07/2018 21:36

What a CFer! Tell her to jog on!

AnoukSpirit · 31/07/2018 21:38

Some people lash out when they realise they've screwed up. You could hardly have wrestled the cake off her and forced her to transport it sensibly. She's just pissed off at herself for not listening to you.

CrochetBelle · 31/07/2018 21:38

Nope, don't refund.

It might be worth thinking ahead to any other customers that collect in the future, having a waiver for them to sign after inspecting the cake prior to taking it away, saying it is not your responsibility for any damage caused during transfer.

IceCreamFace · 31/07/2018 21:39

Of course YANBU If I bought a cake from M&S then destroyed it on the drive home they're not going to refund it - why the hell would you?

Weepingangels · 31/07/2018 21:42

Do not refund her. She is an idiot.

Excited101 · 31/07/2018 21:46

No refund!

Gemini69 · 31/07/2018 21:46

She's taking the PISS ... do not Refund OP Cake

PolkaHots · 31/07/2018 21:46

Bet it still tastes good Grin

GlitteryFluff · 31/07/2018 21:48

Do not refund.

BunsOfAnarchy · 31/07/2018 21:48

I cant stop laughing at seatbelt 😂😂😂

You offered to deliver. Her fault for declining. Only so much you can do to male it safe in terms of dowelling etc but ultimately it was her responsibility in the end for refusing your delivery service.

She will most likely leave a horrendous review if u have a fb page. But as long as you respond politely stating your service included delivery which she declined, therefore you cannot take responsibility.