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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:
NewModelArmyMayhem18 · 01/08/2018 19:30

You need to block her. Or report her to social media moderators for harassing you. Stand firm, OP.

greendale17 · 01/08/2018 19:30

Report her for harassment

Mehaveit · 01/08/2018 19:31

Ask yourself what more you could have reasonably done. Then block her and forget about it.

BewareOfDragons · 01/08/2018 20:21

Block her,

Cagliostro · 01/08/2018 20:21

If only she'd paid by cheque. Then she could cancel it.

TorviBrightspear · 01/08/2018 21:10

“I didn’t even like the cake anyway”

So, since it's all smashed up in the picture, you won't be able to tell if she had tasted it before smashing it, having decided that if she didn't like it she'd get a refund.......

Hushnownobodycares · 01/08/2018 21:23

She's messaged eight times?! Shock

Lock up your bunnies Time to block her.

wowfudge · 01/08/2018 21:30

Let's face it, any reasonable person would only contact you after they had smashed the cake up in order to ask you how they could possibly fix it or buy a replacement tier if you could provide one. Ignore her now.

flowerythorns · 01/08/2018 21:31

Have you responded at all?

Alcina · 01/08/2018 22:25

I agree with everyone else saying she is entirely at fault. Can't believe she messaged you 8 times Shock

If only she'd paid by cheque. Then she could cancel it made me smile!

All the best, OP. I bet your cakes are lovely.

liverbird10 · 02/08/2018 03:21

What an obnoxious cow. You are in no way responsible for her stupidity.

ThumbWitchesAbroad · 02/08/2018 04:09

Ohhhhh yes you need to do the pre-emptive post on your selling page.

Ignore and block her though as she hasn't a leg to stand on and clearly managed to eat some of the cake if she's now telling you she didn't even like it!

No refund, no goodwill gestures, nothing for her at all. She's trying it on.

Uncreative · 02/08/2018 04:13

How about this for a response -

I am so sorry that you didn’t have the opportunity to enjoy the beautiful cake I made for you because of damage that occurred after you collected it and before you got it home. I would be happy to offer a discount of xxx on a future order and, as you know, we also offer a delivery service to make sure that it will arrive safely and in perfect condition.

If she does order again, factor the discount into your pricing.

DontCallMeCharlotte · 02/08/2018 06:52

The local business where DH works was slagged off by a person on our local fb page (who wanted to buy something that no one sells). It became a massive thread of people praising and recommending the company.

SmileSweetly · 02/08/2018 07:56

'I'm sorry to hear the cake was damaged after you had purchased it from me, once handed over to you, in perfect condition, it became your property and responsibility. All the best, Onlyjoinedtopost'

Block & ignore

Laiste · 02/08/2018 08:02

She's messaged you 8 times Shock

she's not softzilla is she? SoftCakezilla!

Laiste · 02/08/2018 08:05

Just use it all against her OP. In a calm measured clever way. Give her enough rope to hang herself. As lots of us have said, the one mad nutter on your business reviews won't do anything other than to add a bit of amusement.

Let's think, how to begin ...

''Thank you so much for your eight messages yesterday ... '' GrinGrin

Anonnymouse54321 · 02/08/2018 08:08

Definite CF. I would send one reply clearly stating you offered to deliver then saying the advice you have as to where to put the cake and as she didn't listen this is not your doing and it ceased to be your responsibility as soon as she collected it.

Anonymumm · 02/08/2018 08:15

No way should you offer a refund.

Her problem, her responsibility - what if she got to the venue and dropped the box? Same scenario, when it's left your 'custody' it is no longer your responsibility.

I would send a polite reply, stating clearly about your policy, etc.

If you get anymore hassle, or any negative comments on your social media, I would state that anything further will be dealt with by your solicitor.

rocketpocket · 02/08/2018 08:18

(Haven't read the full thread) sounds to me like this was her plan all along. Who would insist on picking up a cake themselves knowing how delicate they are? I would be willing to bet she hasn't even dropped it and it's fine and has been eaten. She's just a CF who wanted her cake and to not have to pay for it!

missmapp · 02/08/2018 08:20

I'd beat her to using social media. Post a
If of smashed cake saying
'Always be careful if you choose to transportable yourselves this canhappen. Triggers delivery service to ensure your cake arrives safetly, but if you choose toddler yourself make sure cake is well secured as we cannot refund once you have taken delivery. '

Any bad 're more after that will just look like sour grapes, which it is.

missmapp · 02/08/2018 08:22

ssorry. Loads of typos.
Post a photo of cake

Say
'this can happen.....

Laiste · 02/08/2018 08:24

Using her photo is a good idea. Along with the nice 'how to prevent this happening to you after you've bought a lovely cake' stuff.

OftenHangry · 02/08/2018 08:38

If she gives you bad review, make sure to respond to it with what happened. And if she threaten you with bad review, mention it in there. You can usually delete fake reviews. On facebook you can do it yourself, everywhere else I think you have to report.
You can write a lovely post for all your customers like
"Hello all! Just wanted to say that I am bit saddened by what has happened recently so I thought I would speak out. Many of you know me and had a cake done by me and I would really like to thank you for your custom. Unfortunately sometimes things go wrong. So to prevent them go8ng wrong in a future I thought I might share some tips on how to care for cakes after pick ups. " And write it as professional advice to anyone handling cakes. Mentioning that it is upsetting when cakes break during transit, but to avoid this disaster people can do that that and that and should never do this this and strapping them onto a back seat. Proactively getting ahead of her. When she gives bad review after, people will know what happened and it will not affect you

Also write a simple disclaimer for people to sign when they pick up themselves like someone already suggested. And have EVERYONE sign it

theluggageslegs · 02/08/2018 09:09

Eight messages is indicative of someone unhinged. Send a simple no refund message, ask that she not bother you further with this and block if she does - she’ll just go on and on and on if you don’t. Definitely don’t offer a discount, you don’t want customers like her!

Pre-emptive post about your complimentary delivery service / advice if people insist on transporting their cake themselves is a good idea.