AIBU to be annoyed my daughter’s party package changed last minute?

[cakeandparty]

I booked my DDs party over six months ago, paying a deposit. It’s quite pricey but included all the catering and balloons, party bags and cake so I thought all I had to do was show up.

I’ve called them a few times to settle the balance but the manager has never been in. I finally got through to her today and she casually said that they no longer include cake or party bags. I asked when this changed and the reply was march.

The party is on Saturday. I have two days now to sort a cake and party bags. When I pointed this out she said that she could sort the party bags but unfortunately not the cake.

It isn’t that I can’t get one; I can, although it’s a pain, but I just think I could so easily have turned up on the day and had neither cake nor party bags (as I can pay on the day; it’s just easier to get it all sorted beforehand.)

Feeling a bit stressed at what a near miss it was, to be honest!

I hope you’re taking the cost of the cake off the bill! Personally I’d suck it up, and write a review that their lack of communication and changing goalposts is pretty poor

Did they say why? Explain why no one notified you? No apology?

Thanks, I probably will suck it up as I don’t want to be moaning on DDs birthday! Just really irritating and I do think some conciliatory words (and an offer of some money off!) would have helped. As it was they were so offhand about it as if it was a really tiny thing like ‘oh yes we don’t give out free ice creams any more’ but the cake and party bags are kind of important (to the children anyway.)

Was the change communicated to you in March? If not you should definitely be requesting a discount as you are not receiving the package you booked.

My son's party was a complete shambles. Pizza burnt and raw, took ages, cake not big enough for all the invited children. Had paid a deposit and wasn't asked to pay the balance. You'd be a fool not to ask for some money off as you booked and accepted the price on the basis there would be a cake.

No, it wasn’t. The first I heard of it was today and I’m not sure she’d have told me if I hadn’t asked. The website still says they include cake and party bags too.

Take a screenshot of that, email it to their head office and ask for a refund.

Well, I certainly wouldn’t describe myself as a ‘fool’. I don’t like being difficult to deal with. I will politely ask but am more inclined to vote with my feet. It’s a shame as it’s at a place we’ve always enjoyed going to but I do feel a little taken advantage of. It’s partly the casual attitude towards it but it’s also the fact that you make a booking in good faith understanding that you’re paying for X Y and Z and then suddenly X and Y aren’t included.

I’m worried if I make too much of a fuss they might just cancel the whole booking though and obviously don’t want that!

It’s a small local business so no head office as such.

This is why businesses get away with crap service.

The terms of the contract were agreed when booked. They can’t unilaterally vary the terms after you booked. Definitely take the cost of the cake and any other items that were agreed six months ago but not supplied off the bill.

I’d screen shot that and send them an email with a receipt for the cake to point out their website isn’t updated, they haven’t communicated the change to you, and you want the price of the cake removed from the bill and refunded.

Cheeky and disorganised, I hope the rest of the party goes ok.

It's not being rude or difficult to accurately point out you've paid for a service which you are not getting.
It's cost you ££ extra to provide these things and reimbursement + a gesture for the poor service and additional work is an entirely fair and reasonable thing to ask for.

Nor is it rude to point out that had you not been diligent, you would have turned up without party bags or a birthday cake and would have spent an hour on a mad dash round Tesco's instead of enjoying the party. It's conatruxtive criticism that allows them to review their other bookings.

They should be trying to keep you sweet, not the other way around!

I have friends like this who would 'rather die' than have a polite yet mildly confrontational conversation when they're being messed about by a business. There's a million miles between accepting crap service and being a crazy person ranting.

I don’t like being difficult to deal with

Well this woman doesn’t care, she’s more than happy to mess you around and rip you off. Your choice to accept it but not booking her again isn’t exactly sending a strong message is it?

Fair enough but if you won't want to go back anyway, have the party and then do a blistering complaint/online review. They are in breach of contract.

Indeed but if ‘sending a strong message’ means DD not having a party I’ll suck that one up. I don’t know that I particularly need to send a strong message at this point.

I probably will send an email after the party in which I thank them for a lovely party as I’m sure it will be - BUT.

I imagine they’ll probably give me a free return visit which I suppose isn’t to be sneezed at.

You’ll be an absolute idiot not to raise the cost issue at this stage

You are being a fool if you’re paying for a service they won’t be providing

It’s their call though ultimately, isn’t it? I can ask but if they refuse there’s not much I can do bar start something through the small claims court I suppose. But then what have I won, really?

So if that’s being a fool I am a fool I suppose 🤷‍♀️

Don’t go in heavy handed just say with confidence and finality “Here is the final payment. As you were unable to provide the agreed cake I sourced one from M&S at the cost of £x so the final sum is £Y” The replacement cake cost should be of similar standard to the one they provide ie don’t expect them to pay for a hand made sculptured three tier creation if they normally provide a slab cake from Asda.

No I absolutely would not stand for this,
you need to negotiate what the final cost is as ultimately they are not providing the full package. It's shocking that it hasn't been communicated to you, or that a discount has not been offered.

If you speak nicely with confidence - that we had a problem and it is now solved so everything is great - and smile they will
probably just say ‘ok’ and be happy all
is now sorted.

Talk to Trading Standards.

If you booked and paid a deposit on the basis of a promised service, then the contract became binding on that date.

Just because you haven't fully paid doesn't give them the right to vary the agreed.peice or service.

Absolutely fine for them to change what is included...for customers booking after the change has been brought in. They should be honouring their previous package for customers who have already booked. They didn't even have the decency to notify you with appropriate notice. I'd be demanding a partial refund to cover what they are now not providing and leaving honest, factual reviews.