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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:
MissConductUS · 31/07/2018 22:56

If you really want to offer something tell her she can have 10% on a future cake purchase, but that's it.

MrsEricBana · 31/07/2018 22:58

Whaaaaaat?! Nice try.

Hygge · 31/07/2018 23:02

YANBU.

I can understand why she is upset, but not why she thinks it's your fault.

The cake was fine when she collected it. You weren't driving her car when the cake got damaged.

You took as much care as you possibly could with a stronger box and extra cake boards and you gave her the advice about how to transport it.

I'd brace yourself for a bad review but if you can reply with the facts you should be alright.

I'd keep a look out on local social media for posts naming and shaming you as a party-ruiner though.

LifeImplosionImminent · 31/07/2018 23:02

I can't see that it's your fault - and she can review as negatively as she likes, no one in their right mind is going to think badly of you if the cake was damaged after it left your care.

Maybe offer her a small discount on a replacement cake for next year. Halo

BewareOfDragons · 31/07/2018 23:06

She is a CF of the highest order. Do not refund her money. And if she leaves a negative review, state the facts as you have here.

SchadenfreudePersonified · 31/07/2018 23:06

Do NOT refund.

Politely ask her if she is on glue.

LockedOutOfMN · 31/07/2018 23:09

YANBU.

RideOn · 31/07/2018 23:10

Please don’t refund, she is being ridiculous, —unless major dipfeed like you promised the cake would never be damaged and were sitting in the car footwell and just for fun pushed the cake over—

RideOn · 31/07/2018 23:11

*dripfeed!

SirVixofVixHall · 31/07/2018 23:11

What she did with the cake afte buying it from you is no-ones responsibility but hers. So cheeky !

TinkyWinky40 · 31/07/2018 23:37

No refund. Tell her to do one, CF!

Giraffey1 · 31/07/2018 23:37

Dear cake buyer. I am sorry to hear about what happened to your cake. I put a lot of hours into making it just the way you wanted it, as you saw for yourself when you collected it. Unfortunately, you refused my offer to deliver the cake to your venue, and also chose not to take my advice about how to safely transport your cake to its destination. While I am sad that it seems that the cake did not arrive in one piece, I cannot be held responsible for anything that happened to the cake once it was in your care.
Yours sincerely, cake maker.

Tutulafromage · 31/07/2018 23:45

She sounds mad....
Obviously thought she knew better than you and once she fucks up tries to blame you...tell her to jog on!

Tatiannatomasina · 31/07/2018 23:47

Can we see the cake smash pic 😮

bettytaghetti · 01/08/2018 01:04

This is bringing back horrible memories for me!

The place that I ordered our wedding cake from wanted to charge quite a large sum of money for delivery, and me (being stupid/on a budget/spent far too much already on the cake) thought I could transfer it without too much problem to my parents' house in our car and then in a van to the wedding venue.
At the time we had a convertible and the only way I could get it in the back was to put the roof down. The cake maker was wonderful in making sure it was completely level and absolutely padded around so that it wouldn't move and I set off at a snail's pace. Unfortunately it started to rain and so I tried to put the roof up over the top of the box only to see in the rear view mirror it start to tip towards me as it was pushed by the advancing roof. I quickly tried to reverse the roof, but the mechanism was caught in the box and started to tip it back the other way! I could have cried. Sad
In the end, our lovely caterer managed to make good the (fortunately) minor damage and only she and I knew where the cracks were!

I wouldn't have dreamt of blaming the cake maker and instead felt horrendous guilt at nearly destroying her magnificent creation. It was totally my responsibility.

I don't feel you owe her anything but, as is the way nowadays, she is likely to be very vociferous in her bad reviews.
I hope you get it all sorted OP.

HolyMountain · 01/08/2018 06:57

Just echoing the do not refund a penny posts.

Her decision to ignore your offer of delivery and professional advice about how to transport thd cake caused the issue.

ZenNudist · 01/08/2018 07:00

She has got some brass neck to even ask please say no.

LOliver123 · 01/08/2018 07:02

Absolutely no refund! She basically dropped the cake - her fault!

stopfuckingshoutingatme · 01/08/2018 07:25

No ! Just block

You offered to deliver for this very reason

EdisonLightBulb · 01/08/2018 07:50

Giraffey1 has a very good response, I would go with similar and reiterating the advice you gave her.

CF she is.

Mummyoflittledragon · 01/08/2018 07:54

Send madrushes response but add something about her storing it on the back seat of the car against your advice and refusal of the offer of delivery.

Mummyoflittledragon · 01/08/2018 07:56

Oops I missed a page. Send the one Giraffery1 sent and when she posts negative feedback, post this as a response.

Original poster
Onlyjoinedtopost · 01/08/2018 08:13

Hi everyone, thank you for all your lovely and funny responses. I can’t really post a pic of said squished cake as it was very bespoke and quite unusual so it would be very outing as it would still be recognisable if she were to look on here.

As with many businesses these days, 90% of my work comes from social media and promoting myself online, so the main thing I am anxious about is the bad reviews, as I have built up so many good ones over time. She also has a very large social media following, so the only reason I considered any refund was due to the fact that a refund may overall cost me less than all the bad publicity she would give me

OP posts:
SluttyButty · 01/08/2018 08:29

You're not bloody Ikea, you're a small business.
I'd definitely (sorry if I've misread) get a collection sheet sorted for future customers wanting to risk moving a cake themselves.
And no, no refund whatsoever.

Tumon · 01/08/2018 08:31

What were you Going to charge for delivery?
I feel there must be more to this. Did she not know there was a delivery charge and only find out last minute?