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

Maybe send her a reply with a link to an explanation of Newton's First Law of Motion For Dummies. No way that method of transportation was ever going to end well due to physics. Maybe she should sue Dr Brian Cox instead.

YANBU!

Send suggestions about how she can turn it into a trifle

She's already done the prep

Definitely no refund, she's trying it on as nobody can be so stupid as to imagine her driving skills are your responsibility. It's actually weird she wouldn't take delivery as that's surely more convenient. If she leaves you bad reviews, just state clearly as a response something like this:

"The cake was in perfect condition when you collected it. I offered you delivery as you're 40 miles away but you declined and then insisted on putting the cake on your back seat with a seatbelt instead of even putting it flat in the boot as I then advised. It's a real shame that the lovely cake was ruined and a shame that you and your guests couldn't enjoy it, however the responsibility for the damage to the cake rests with you as the driver, not with me."

Maybe she should sue Dr Brian Cox instead.

😂😂😂

Don't refund, and don't be intimidated by the social media following. If she leaves a bad review, leave a super short by kind reply saying something like, "So sorry your cake toppled after you left the bakery on your drive it home. It's such a disappointment when these things happen, especially as there's nothing we can do to protect our creations after they're collected. Going forward we'll share your story as a cautionary tale so hopefully nobody else's yummy cake suffers the same fate"

..ok that meant to sound more neutral but it turned sassy and I kinda prefer it that way ;)

Was it definitely your cake in the photos of the squished cake??

But it was in perfect condition when she left your premises. You offered to transport it and she refused. How on earth can it be your fault that it got damaged on the journey?

Do I deserve a refund if I buy a dress and then spill coffee all over it when I leave the shop?!?!?!

She's trying it on!!!!!

What a silly billy she is. Of course she doesn't get a refund.

Bet the cake wasn't even broke and she it just trying it on.

Oh I see a few other have said she is trying it on! I need to RTFT!

100% her fault. She's trying it on. No refund needed

YANBU

Cheeky mare. Its her own fault , nobody elses.

What's she going to put on the review?

'I was offered delivery but turned it down, advised how to transport the cake safely but knew far better so ended up with something that wouldn't shame a one year old's cake smash?'

Let her. She'll look like the cheeky tit she is.

Send suggestions about how she can turn it into a trifle

Genius

Can you block her on social media so she cannot leave a negative review on your page?

She definitely is at fault and doesn't deserve a refund.

At the very most you could offer a part refund as a 'gesture of good will' on the agreement she doesn't leave a negative review? No reason you should have to do this. Feels vastly unfair.

In future maybe you should have people sign a waiver if they insist on picking it up themselves?

No refund no is due. She was an idiot who chose not to listen to you on how to transport.

I understand your concern about receiving a bad review. But this is your business and you have built up a good standing - stick to not giving a refund. If she does leave a review you can explain what happened. Plus, I'm sure her 'friends and family' will think she is being unreasonable

OP she's clearly playing you. Hold firm and if need be respond on her FB page to her 'criticism'. I cannot think there would be too many people who would think it reasonable for a business to pay up for a cock-up that's entirely of their own foolish making.

I would probably politely explain that you are sorry this has happened but cannot accept liability as once the cake leaves your presence it's not yours anymore. Maybe even compare it to smashing a vase on the way home. Mention that this is the reason you offer delivery and advice as sadly accidents do happen. Offer a token gesture of goodwill (free delivery or small discount on future order)

If she leaves you a shit review reply factually along the lines of: I was so sorry to hear of this distressing incident but the cake was no longer my responsibility at the time and I am unable to offer a refund. I produced the cake to order, on time and as requested and it left my hands in perfect condition. I cannot be held responsible for the fact that you did not take up my offer of a delivery service nor heed any of my advice for safe transportation. I have already extended a goodwill gesture to you in our correspondence. I'm sorry if you feel this is not enough but I am unable to do any more.

It's definitely her fault as she had already collected the cake. However, I would offer something to maintain good relations and reputation. A partial refund or a discount next time, or something else? Without admitting liability.

It was 100% her fault.
I had a groom pick up a wedding cake last year. I told him to put it on the floor, keep it level etc. but before he even left my drive he'd tipped it backwards and wrecked it! Luckily it was a naked wedding cake so I was able to fix it and he paid me to deliver it that evening.

Don't let her bully you into taking the blame.

People have noooo idea how difficult it is to transport a cake.
I only make cakes for friends and family now, but because I cannot bear the thought of damage and dissapointment I insist that I personally transport them taking a mini repair kit with me!
Some years ago I transported a three tier wedding cake, to a wedding in the New Forest, every cattle grid we we went over my heart sank, I ended up spending a good hour reattaching my hand made roses!

She is surely a CF!

I would love to know how to find your business, perhaps other people would too, then we could review your business too if you are as good as you sound IYSWIM

Surely, if she does leave you a dreadful review, unless she gives no justification for her opinion (and whoever takes any notice of a lazy single-word review anyway?) or completely lies, she'll just end up looking like the stupid one - like a child crying to mummy that their little sister broke their doll when they whacked her over the head with it!

Whatever review she might leave, you can just leave a simple reply to it:
"I'm so sorry to hear that the cake, which was perfect when I handed it to you, was later ruined in your car on your journey home, especially as I had offered to deliver it and, when you declined, subsequently gave you advice on transporting it yourself, which you also chose to ignore. Customers' level of care and/or accidents with goods once they have left my premises are obviously completely beyond my control."

Whatever you do, you must NOT allow her to concoct any self-justification that it is in any way your fault. Where would it end? A guest with a serious food allergy tucks in and eats the cake without checking the ingredients, gets seriously ill and then you receive a solicitor's letter demanding compo for hospital bills, lost earnings and personal distress? The leftover cake is left in the open next to the window for a month and then eaten - and it's somehow your fault that the idiot who eats it gets very ill? Incidentally, what would have happened if the cake had not been damaged through her harsh braking, but if instead she'd stopped for petrol and somebody had stolen the cake whilst she went to pay? Would you have been to blame for that?! That's absolutely no less bizarre a scenario than the actual one!