To not want to issue them a refund?

[Onlyjoinedtopost]

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

Absolutely NO REFUND.

She took the cake, her responsibility. She did not follow your advice and SHE ruined her cake, not you or anyone else.

If she gives any negative feedback online, just state the facts as you have described in your opening post. Anyone and everyone with an ounce of common sense would see she is batshit or a cheeky fucker.

what an arse-of course its not your fault thats why u offered to deliver because u know how to tran sport cakes and she wouldnt listen

if she leave a bad review reply with the facts noone will take her side

She ignored all your advice. This is not your fault.

When I commissioned someone to make a cake for me they said that delivery would be an additional £x (can't remember exactly how much). They stated at the time of ordering that I did not have to take them up on delivery but if I didn't, then obviously anything that happened to the cake when I drove it off would be entirely my fault. They gave me all the advice you gave to your customer op and I decided to transport the cake myself. Thankfully, it was fine but had something happened to it then I would not have gone back to the shop, that's ridiculous!

Do you get them to sign anything when they do the cake order. Someone I know makes cakes for a living and has a proper contract which includes that as soon as the cake is handed over they are no longer responsible for it. This is taken from their website. you might want to have something similar

Disputes
It is the responsibility of the Customer to check the state of the product before leaving the premises. Once the item has left the premises, the Customer has accepted the item as is, and is responsible to ensure that products gets to its destination safely and is stored as per instructions from Cakes to achieve best results for taste and quality and to avoid any damage.
Other considerations are:

Pick up
The Customer is liable for any damage, accident, or mishap that may occur once the cake is released from the care and custody of the Supplier. The Supplier is not liable for any damage that may occur thereafter if they find that the proper travel, care and storage instructions has not been carried out by the Customer.

Third Party Pickup
If a third party will be collecting the cake on the customer’s behalf, this party will be given all appropriate information that would have been given to the customer. Same conditions apply as if customer were to collect themselves.
111. Deliveries
Cakes will be delivered and set up subject to availability; any arrangements for delivery may be subject to change, however prior notice will be given where possible.
All cakes delivered to venues are signed for by the venue on delivery. We do not accept any responsibility for loss or damage to the cake or items with the cake such as knives, decorations and stands, once the cake has been delivered to a venue.
Any refund given for disputes regarding a cake design or production of a design are completely at the discretion of * Cakes and are not automatic. Full refunds will never be given for any cake which has been consumed regardless of dispute, as consumption of the cake is viewed as your acceptance that the cake is adequate for the purpose for which it has been supplied. This in no way affects your statutory rights.
Where cakes are to be collected, this will be at a prearranged time and date only.

If you were to refund her, a claxon would sound in Cheeky Fucker HQ and within a week you would be drowning in new, CF, customers. These people sense weakness like a shark can sense blood.
Thankfully, she paid by BT so you don't have to worry about a chargeback.

Cheeky Fucker HQ klaxon 😂

It’s unnamimous - absolutely NO REFUND!

I’m genuinely confused as to why you’d even consider refunding her 🤨

Some people have no personal responsibility at all whatsoever. Under no circumstances do you refund her. Your liability for the cake ceased the moment it left your possession. She's fucking batshit.

Ridiculous of her to even ask tbh.
If I was in her situation I would be gutted it had happened but I wouldn’t dream of asking for a refund.
After all, if it was in my car and it slid off MY car seat, why would I blame my cake maker and demand a refund?
Bonkers!

Not your fault at all, don't reimburse her. She's trying it on, I bet she does a patch job on the cake and uses it on the day.

This is why you need to use a release form! And terms and conditions. On your order form you need some t&cs stating amongst other things that once the cake has left your possession it is the customer’s responsibility, and take a picture of the cake once it is boxed up. Upon collection the person collecting needs to sign the release form saying it was in good condition and they were happy to take it. Probably overkill for an order of 12 cupcakes but presumably at 3 tiers this was quite a pricey cake.
Just a tip from one caker to another - OBVIOUSLY the woman is a CF!! You have my sympathies, one of the reasons I don’t bake from home anymore is the clueless/ungrateful customers!

I'm puzzled why you even need to ask? You advised her how to transport it which she completely ignored, so her fault.

I bought a packet of crisps today and then I ate it so it is now empty, I want my money back.

Definitely don't refund this ridiculous person. Offer sympathy but nothing more. Be firm!

What's her logic?

Do not refund a single penny! Goods were handed over intact, her fault.

I bought an ice cream and tripped over so it fell off the cone. Can I have another one for free?

Can I bollocks! She's a CF and no mistake. How can she pin the blame on you?

OP, How did you respond?

She's pissed off with herself and taking it out on you. Do not refund the CF.

Hahaha! CF. Definitely no refund!

Her fault, her responsibility. Absolutely don't give a refund.

😂🤣 stupid woman.

Why in gods name didn’t she let you deliver it when you offered? Then to ask for a refund because she ruined it...demented mare.

I’d be upset & angry she’d ruined my cake before anyone got to see it & enjoy it 😡☹️ Tell her you’re considering suing her for emotional damage 😂

She sounds like yet another of those people we all encounter who seem to think that nothing is ever their fault or liability - it doesn't matter who makes good their loss as long as it isn't them.

MNers of slightly more advanced years may remember this clip, which perfectly sums up this crazy woman's outrageous entitled attitude - watch from 53secs:

Dear cake buyer, are you insane or just a CF? Then ignore any further messages x