Post # 1
I could use some advise. I got married in the beginning of April. While we were at the reception and the cake was cut I noticed that the middle layer of the cake was the WRONG flavor. I had ordered bottom layer vanilla, middle red velvet, top vanilla. When they cut the cake to be served I saw that the middle layer was marble, not red velvet. So of course I was upset because I had already told people we were having red velvet and it was printed on the dessert menu as a cake flavor.
So after the honeymoon I was still upset about it. I paid the cake baker a lot of $$ for the cake. I figured it was worth it because her cakes taste great and look beautiful and she has a good reputation in the area. From the outside the cake looked how I wanted it, just the flavor was wrong. I sent her an e-mail 2 weeks ago telling her that although the cake looked beautiful I wanted to make her aware that there was an error in the cake flavors. I also forwarded her a copy of the e-mail where we agreed on the flavors and design. Never heard back. After 1 week I sent her another e-mail asking if she recieved the first e-mail. Never heard back.
Finally I called her and got her on the phone. She said she had been dealing with some legal issues and had not had a chance to respond to my e-mail, plus she said she was busy with the Easter holiday. She said that she was sorry and eventually offered to make me another cake for something in the future. She said that she could not refund me any money because she had already given me a discount on the cake (for a program she participated in at the time). Plus she said she has since raised her prices.
I said okay over the phone and asked her to send me an e-mail agreeing to make a future cake for me at no charge so I have some kind of record of this phone call. She said she would send something but still hasn’t.
The more I think about it I don’t really need another cake and I am upset that I felt like I had to track her down to get a response. I charged the cake to my credit card and have debated disputing the charge. Any advise Bee’s???
Post # 3
Better Business Bureau. You can fill out an online form and they will mediate. You should get something in writing from them and her within a couple of months. Regardless of whether you had a discount, you were not delivered the product you purchased.
Post # 4
I think the offer of another cake is acceptable.
I bet the marble part was eaten? I am sure that no one apart from you even gave it a second thought. Therefore getting a refund for something which served a purpose in the way it was intended seems a little wrong.
I do however think she could use a lesson in customer service and respond to you in a more efficient manner.
Post # 5
Since 1 tier of the cake was wrong, I think she should refund you at least 1/3 of the cost.
I don’t understand the offer of another cake. It’s a wedding cake, you don’t need those after the wedding. I guess you could use it for a birthday celebration sometime or something.
Post # 6
So sorry that your cake was wrong and she is being so flakey. Sounds like she is going through some tough times. I would email her with your agreement and ask that she respond.
The only other thing you can do is write reviews about her on Yelp and Wedding Wire.
Post # 7
I am sorry your cake was wrong. Ours was too, and I am still upset about it. I don’t know what to tell you. I think that if she is going through some legal issues, she should give you a partial refund for the error. Depending on what her legal troubles are, she may or may not still be in business by the time you would want a second cake; maybe for your anniversary? Our baker gave us a 20% refund because, yes the cake was eaten, and yes no one noticed what was wrong with it, except for us. I haven’t yet written my reveiws for our vendors, but when I do, I will be telling the truth about each one. I don’t want to go into details yet because I am still waiting for one of my vendors to get back to me on something that they messed up. Personally, if I were you, I would call her back and let her know that you would prefer a partial refund instead of the future cake. It is not your fault that you received a discount “(for a program she participated in at the time)”.
Post # 8
@noritake22: Thanks for the info from your situation. I was wondering what other brides in my situation would/have done. I think that a 20% refund is acceptable as long as you were happy with everything else.
I am not expecting a full refund or anything like that. Yes, the cake was eaten and only 1 tier was messed up but I was upset with the way that she handled it. Honestly she was very vauge about this “future cake” that she would make me. I have no idea how big it would be or how many people it will feed. I really don’t want to have to deal with her again by having to order this future cake. And I have no guarantee that she will still be in business.
And yes, I am sure no one else noticed that one of the layers was the wrong flavor. But to me thats like paying for a certain flower and then on the day of the wedding you get delivered the wrong one’s. Or ordering a white dress and when you get it its ivory. Either scenerio its not what I ordered, even if the other flowers and the ivory dress look pretty and “served a purpose”.
Post # 9
If i were you i would want at least 50% of what i paid back. I would be so disappointed if my cake came and was not what i ordered. She can’t just make mistakes without correcting them with her customers. I would also mention getting trouble shooters involved. No one wants that kind of publicity for their business.
Post # 10
@chirod: You are very welcome. I tried for more of a discount because there was a lot wrong with our cake, but all they would do is the 20%. It really makes me mad because, like you, I didn’t get what I paid for; nor what I was expecting. I just wanted to be done with it and when I write my reveiw for them I will be honest about what happened and also let it be known that they did compensate me a little bit. Every time I look at my cake, I want to cry, but what is done is done. I hope you are able to work something out with the person that did yours. It is not your fault they didn’t do their job and provide you with what you paid for.