Post # 1
So I went with a Publix cake, ordered it in advance, paid in advance. MIL has had many Publix cakes at parties and has always liked them. I ordered a small, 3 tier vanilla cake with buttercream frosting and raspberry filling.
Well, when we got to the reception, the cake was set up and all decorated nicely. It looked pretty and tasted decent (not great, but good).
After the reception was over and we were packing up, the manager of the restaurant came over to tell me that when the cake was delivered, it was literally falling apart. Sagging, with some of the frosting rosettes falling off. OMG. He said if it wasn’t for the florist (who was decorating the cake with flowers and ended up fixing it), it would have looked like a disaster. He even snapped a few iPhone pics for me and offered to email them to me, so I could have them as proof, should I want to call Publix about it.
Should I call them? Restaurant manager said I should call and ask for some money back, given what a bad job they did with taking care of the cake. Thoughts? I already paid via credit card.
Post # 3
I think it depends. If it is not a big deal to you, oh well. However, if you (like me) take professionalism seriously I would indeed take the pictures and formally complain. The way it was described there is no way whoever delivered it from Publix could have missed the way it looked. So it seems they pretty much dropped it and high-tailed it out of there (without addressing the problems with the cake) in hopes there would be no repecussions to deal with. You paid good money for an expected level of service and clearly they failed at that.
Post # 4
@Mathis13: Thank you! I feel the same. I paid a lot of money for the cake, along with a delivery fee, and I expected the cake to arrive in at least good condition! I think I may call them tomorrow and give them hell (politely, of course).
BTW, at the wedding hotel, the AC in one of the rooms leaked a ton of water one night and soaked a pair of brand new loafers along with a laptop bag, both belonging to one of the groomsmen. I called to tell the hotel management about it and they comped us a night + 4 days of parking. Yay!
Post # 5
I would call and tell Publix what happened. I wouldn’t necessarily demand a refund, but they should know what happened. And if they give you a refund, great!
Post # 6
Publix is known for having good cake! You should definitely let the know so they can fix this issue for future brides, and also gt some money back because you didn’t get what you ordered.
Post # 7
First, I would contact your florist and thank her profusely for fixing the cake and offer her a tip for having done so. It was beyond what she was paid to do and it sounds like she literally saved the cake from being a disaster. Imagine how you would have felt if you saw the cake the way the manager described!
Then call Publix and let them know what happened and send them the photos. You don’t need to mention that someone else was able to fix it or they might be like “What’s the big deal, then?” I might ask them to at least refund the delivery fee.
Post # 8
I think you are definitely entitled to at least a partial refund since your cake was really messed up. I’d call the store management and explain what happened and see what they offer. They should be aware of this so they can take action to prevent it from happening again. I also think that you should leave a very good for your florist since she went above and beyond by fixing the cake
Post # 9
you should def call them. i own my own cake business and pride myself on providing amazing cakes for brides… being a soon to be bride myself, i would def call and say something, if not to get some money back then to at least let them fix it for future brides…. because maybe one of them wont have as good of a florist as you did – to fix it.
Post # 10
It was more than likely the delivery driver that damaged the cake rather than publix. I would definately contact them because at the very leas they should know what happened and have the opportunity to remedy it especially if it occurred after it left the store.
Post # 11
I would definitely call and complain. They need to know that their service was not acceptable so that they can fix the problems.
Post # 12
I talked to the Publix store manager and he found out what happened. Apparently the cake box was hit on the side so that the cake got mashed. The driver took it back to the store, somehow they fixed it up, and he re-delivered it. But it was still in bad condition (according to the restaurant manager and florist), with decorations falling off and the whole thing looking flat.
Well, the manager said he’d refund me the entire price of the cake. WOW. I wasn’t expecting that. I was thinking the most I could hope for was like 25% off or something.