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Cakes4UsAll
Newbie
Joined: May 14, 2008
Posts: 3
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 Posted:
Wed May 14, 2008 7:12 am |
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Ok...I am a regular member. I'm not trying to hide my identity from my favorite community but I am afraid of scaring off potential customers with the most horrible & embarrassing mistake that could be made by those in our field. My user name is my actual name so no hiding for me! I had 2 wedding cakes on Saturday and mixed up the deliveries but did not realize this myself. Unfortunately, one of the brides (very irate, understandably) contacted me and brought this to my attention.
I have not figured out how I could be this boneheaded except to say that possibly it was because the brides had the same first name. Although, I use the full name - I can't think of how else this could have happened.
One of the brides is completely understanding (I contacted this one first once it was brought to my attention) and will not accept a refund from me (although I plan on sending a partial anyway) and had simply asked for a small 8" replacement in the flavor they didn't receive. Now, unfortunately, the bride the contact me isn't so happy - and I do understand. What I need is advice.
She received the correct sheet cake and although she originally asked for a full refund I told her I would not refund correct delivery and she has agreed not to ask for a refund for this. Now, this is my dilemma - I need to know if I am in the wrong here so please give me your opinion. The wedding cake cost was $351 and I offered to refund $250 since she did serve the cake to her guests and they did eat it. It's not as though she didn't receive any cake - just not the correct one. Now, am I wrong to assume that it is reasonable to expect her to pay just $101 for her wedding cake? It has always been my policy to only refund the TOTAL if they either didn't get a wedding cake at all, OR, it fell due to my negligence.
I need opinions on what you would do. Thanks in advance. |
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bisbqueenb
Regular Member
Joined: Apr 27, 2007
Posts: 179
Location: Arizona
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Wed May 14, 2008 7:19 am |
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Was the 'error' in the design or just the flavor of the tiers? If it was a totally different design/flavors I would look at a refund differently than if it was just the 'inside'/flavor that was in error. |
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Cakes4UsAll
Newbie
Joined: May 14, 2008
Posts: 3
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Wed May 14, 2008 8:29 am |
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The mistake wasn't in the decorations or flavors - the wrong cake were delivered to each location. They were mixed up during delivery..... |
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costumeczar
Forum Addict
Joined: Oct 18, 2007
Posts: 572
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Wed May 14, 2008 8:30 am |
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I'd refund for the entire amount other than the cake that was right (the sheet). Unfortunately, if it was your mistake then you'll need to ante up. I'd feel terrible if this happened, so I'm not trying to be harsh, but I think that it isn't realistic to say that they shouldn't have a refund because they served the cake. What are you supposed to do at a wedding if the guests are there and they expect to be served cake? They can't not serve the guests, so the fact that they ate it doesn't correct the mistake. If it was me I'd refund the entire amount and chalk it up to a major "oops" moment. I know you'll get other opinion s on this, but that's just what I'd do. I'm sorry this happened, I'm sure that you feel horrible about it.  |
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ccr03
Forum Fanatic
Joined: Sep 16, 2005
Posts: 1390
Location: Independence, MO
Birthday: Jan 31
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Wed May 14, 2008 8:44 am |
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I'd have to agree 100% with costumerczar. It seems like the only fair thing to do. |
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bonjovibabe
Forum SuperStar!
Joined: Jan 27, 2006
Posts: 2311
Location: Quickstepping across the ballroom, cake in hand!
Birthday: Sep 20
Gallery Supporter Member
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Wed May 14, 2008 8:55 am |
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Yet another reason why I will never do 2 wedding cakes for the same weekend or 2 identical designs! I too agree that it's your mistake, so you must pay the price and give her a refund, less the cost of the sheet cake that was correct. |
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lilyanddayne
Regular Member
Joined: Apr 10, 2008
Posts: 112
Location: Wentzville, Mo.
Birthday: Oct 28
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Wed May 14, 2008 9:22 am |
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I would also give 100% refund to the bride. Like they say 1 unhappy customer will tell 10 people about the experience and then they too tell people...not worth the bad publicity! |
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vdrsolo
Forum Addict
Joined: Jan 29, 2007
Posts: 795
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Wed May 14, 2008 11:46 am |
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I have to agree with the others to refund 100%. You have to look at it if we were in her shoes with something that you had ordered.
You are very fortunate that the other bride wouldn't accept your refund, you got lucky there! |
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CakeDiva73
Forum SuperStar!
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Joined: Jan 30, 2006
Posts: 2419
Gallery Supporter Member
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Wed May 14, 2008 12:20 pm |
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Oh, I'm so sorry......... that terrible. I have to agree that you owe her a full refund on the wedding cake. It wasn't what she ordered and she had no choice but to serve it. Just because the other bride is being cool about it doesn't mean that this one is being unreasonable.
I'm sorry - it's a huge chunk of money to have to 'eat' but what choice to do you have? She paid $351 for a cake she didn't get. And it sounds like the cake flavors were different, as I'm sure the design was. It's not as if it was a slight misunderstanding about decoration or colors or something.
Oh, I'm sorry! I don't mean to sound harsh - it could have happened to anyone - especially with 2 brides, same name and same day but how would you feel if you were in her place? I do wish you the best of luck with this...... |
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pinklesley1
Frequent Member
Joined: Apr 26, 2008
Posts: 315
Location: Miami Florida
Birthday: Aug 31
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Wed May 14, 2008 12:29 pm |
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thats terrible... im so sorry...
i would give her a refund, on the part that was inncorrect. |
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BrandisBaked
Forum Fanatic
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Joined: Dec 09, 2005
Posts: 1288
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Wed May 14, 2008 12:30 pm |
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I'd refund for the whole wedding cake. Look at it this way - if both brides were irate, you'd be refunding much more, right?
Just be glad that one is being so understanding and be more careful in the future.
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ANicole
Forum Addict
Joined: Jul 08, 2006
Posts: 617
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Wed May 14, 2008 12:31 pm |
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Give her the full refund and feel good knowing that you are moving past it and it's over - and she can walk away knowing you did the professional and right thing. Mistakes happen - we're all human! Don't dwell on it. Just try to make it right.
HTH!!
Amber |
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lu9129
Forum Addict
Joined: Oct 02, 2006
Posts: 528
Birthday: Dec 22
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Wed May 14, 2008 12:31 pm |
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I'm just wondering, who signed off on the cakes?
Looks like refund to me also. I feel so bad for you.
Everyone makes mistakes. Just chalk it up and move on!
Lu |
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dawnell
Junior Member
Joined: Jun 29, 2006
Posts: 57
Location: Goddard,KS
Birthday: Mar 22
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Wed May 14, 2008 12:39 pm |
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I would refund the entire amount. I remember dreaming of my wedding even before I ever had a boyfreind so remember this is probably the most important day of her life so far. I would even probably go so far to offer to make a mini cake or a 8" cake like she orginally wanted for their 1st anniversary. |
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dawnell
Junior Member
Joined: Jun 29, 2006
Posts: 57
Location: Goddard,KS
Birthday: Mar 22
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Wed May 14, 2008 12:40 pm |
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I would refund the entire amount. I remember dreaming of my wedding even before I ever had a boyfreind so remember this is probably the most important day of her life so far. I would even probably go so far to offer to make a mini cake or a 8" cake like she orginally wanted for their 1st anniversary. |
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