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  • FIRST POST
    • evherkes
    • By evherkes 15th Jun 17, 2:20 PM
    • 55Posts
    • 16Thanks
    evherkes
    Spoilt wedding Cake
    • #1
    • 15th Jun 17, 2:20 PM
    Spoilt wedding Cake 15th Jun 17 at 2:20 PM
    Hi everyone,



    So we've just had our wedding, which was amazing, however, the bottom tier of our cake collapsed and caused the other tiers to crack. I sent a balanced email to the cake maker:

    I am just getting in touch with you following our wedding on DATE at VENUE. I wasn’t present when you arrived with the cake but was told by venue staff that the bottom tier collapsed and that you had accepted and acknowledged this and as a result the remaining three higher tiers were also all cracked and damaged as a result. I’ve attached the photos for your reference in which it shows cracks, damage and the icing shapeless in places. In addition, the largest tier was to be white chocolate and raspberry, however, from the tasting we attended at yours to the bottom tier (that in part was kept) was vastly different in taste and visually and in no way similar, the bottom tier we would compare and liken to a Victoria sponge. We chose the white chocolate and raspberry for our bottom tier as this was our favourite and feel thoroughly disappointed with the product received which does not give rise to our expectations having met and discussed the end product with you.

    As I am sure you will understand a wedding is a huge, important and symbolic day for any couple and their family, as it only comes around once, and that as a result most couples (like us) paid out huge amounts for a photographer too in order to capture every possible moment of our day and worked hard to make sure that every little touch is how we want it.

    We have been left feeling upset and disappointed about the cake, especially given the significance of the cake which is also used as a centrepiece, photo opportunity and symbolic with weddings so I am surprised that you have not been in touch with us since our wedding in order to seek a way forward on your thoughts to rectify this.

    Please could I ask that you contact us in order to discuss a way that the above can be rectified as we recognise that it is important to address these issues with you directly in the first instance.


    This is the response we've received:




    I am really sorry for what has happened, I will attach the image to how it was decorated. Unfortunately because of the hot weather white transport the bottom tier collapsed. And because of the time short, I could not re do your cake. In such situations we would re decorate your cake . I am more than happy to refund you £80.00 as a compensation. This is the first time we have had this kind of situation.

    The bottom tier was white chocolate and raspberry with white chocolate chunks covered in white chocolate ganache. Because of the weather being hot and causing the ganache to get very soft, could result in a different taste.

    I deeply apologise for what has happened, and completely understand where you are coming from. As we were short of time , we could not redecorate the cake. I had gone back home to get all my decorating equipment and materials.


    Please let me know if you are ok to accept a refund of £80.00 as a compensation for weather conditions causing the cake to collapse.



    We paid £300 for our cake and this isn't even a third off. I'm really disappointed as every tier was spoilt as a result and the bottom tier (of what was saved) had no raspberries in it so in my eyes it isn't just "a change in flavour due to temperature". Our wedding was on Sunday morning so it was not above 20C by this time.



    Could anyone kindly advise me on their thoughts around this?



    Thank you,



    Em
    Emily
Page 1
    • redfox
    • By redfox 15th Jun 17, 2:38 PM
    • 11,951 Posts
    • 34,471 Thanks
    redfox
    • #2
    • 15th Jun 17, 2:38 PM
    • #2
    • 15th Jun 17, 2:38 PM
    we move threads if we think they’ll get more help elsewhere (please read the forum rule) so this post/thread has been moved to another board. If you have any questions about this policy please email forumteam@moneysavingexpert.com.
    I'm a Board Guide on the Quick Grabbit, Food Shopping & Groceries, Shop but don't drop, Loans and Cutting Tax boards which means I'm a volunteer to help the boards run smoothly and I can move and merge threads there. Pease remember, board guides don't read every post. If you spot an illegal or inappropriate post then please report it to forumteam@moneysavingexpert.com (it's not part of my role to deal with this) Any views are mine and not the official line of MoneySavingExpert.

    • wealdroam
    • By wealdroam 15th Jun 17, 2:45 PM
    • 18,640 Posts
    • 15,521 Thanks
    wealdroam
    • #3
    • 15th Jun 17, 2:45 PM
    • #3
    • 15th Jun 17, 2:45 PM
    Hi everyone,



    So we've just had our wedding, which was amazing, however, the bottom tier of our cake collapsed and caused the other tiers to crack. I sent a balanced email to the cake maker:

    I am just getting in touch with you following our wedding on DATE at VENUE. I wasn’t present when you arrived with the cake but was told by venue staff that the bottom tier collapsed and that you had accepted and acknowledged this and as a result the remaining three higher tiers were also all cracked and damaged as a result. I’ve attached the photos for your reference in which it shows cracks, damage and the icing shapeless in places. In addition, the largest tier was to be white chocolate and raspberry, however, from the tasting we attended at yours to the bottom tier (that in part was kept) was vastly different in taste and visually and in no way similar, the bottom tier we would compare and liken to a Victoria sponge. We chose the white chocolate and raspberry for our bottom tier as this was our favourite and feel thoroughly disappointed with the product received which does not give rise to our expectations having met and discussed the end product with you.

    As I am sure you will understand a wedding is a huge, important and symbolic day for any couple and their family, as it only comes around once, and that as a result most couples (like us) paid out huge amounts for a photographer too in order to capture every possible moment of our day and worked hard to make sure that every little touch is how we want it.

    We have been left feeling upset and disappointed about the cake, especially given the significance of the cake which is also used as a centrepiece, photo opportunity and symbolic with weddings so I am surprised that you have not been in touch with us since our wedding in order to seek a way forward on your thoughts to rectify this.

    Please could I ask that you contact us in order to discuss a way that the above can be rectified as we recognise that it is important to address these issues with you directly in the first instance.


    This is the response we've received:




    I am really sorry for what has happened, I will attach the image to how it was decorated. Unfortunately because of the hot weather white transport the bottom tier collapsed. And because of the time short, I could not re do your cake. In such situations we would re decorate your cake . I am more than happy to refund you £80.00 as a compensation. This is the first time we have had this kind of situation.

    The bottom tier was white chocolate and raspberry with white chocolate chunks covered in white chocolate ganache. Because of the weather being hot and causing the ganache to get very soft, could result in a different taste.

    I deeply apologise for what has happened, and completely understand where you are coming from. As we were short of time , we could not redecorate the cake. I had gone back home to get all my decorating equipment and materials.


    Please let me know if you are ok to accept a refund of £80.00 as a compensation for weather conditions causing the cake to collapse.



    We paid £300 for our cake and this isn't even a third off. I'm really disappointed as every tier was spoilt as a result and the bottom tier (of what was saved) had no raspberries in it so in my eyes it isn't just "a change in flavour due to temperature". Our wedding was on Sunday morning so it was not above 20C by this time.



    Could anyone kindly advise me on their thoughts around this?



    Thank you,



    Em
    Originally posted by evherkes

    My first thought is what do you want?

    A replacement cake?

    A bigger refund?

    A total refund?
    • LilElvis
    • By LilElvis 15th Jun 17, 2:53 PM
    • 3,043 Posts
    • 8,350 Thanks
    LilElvis
    • #4
    • 15th Jun 17, 2:53 PM
    • #4
    • 15th Jun 17, 2:53 PM
    Ask for more money, though I somehow think it won't actually make you feel any better.

    At the end of the day it was one tiny thing that went wrong - try to put it to the back of your mind and concentrate on the 99% that was perfect.
    • Fosterdog
    • By Fosterdog 15th Jun 17, 2:54 PM
    • 3,007 Posts
    • 5,206 Thanks
    Fosterdog
    • #5
    • 15th Jun 17, 2:54 PM
    • #5
    • 15th Jun 17, 2:54 PM
    Did you go on to eat/serve all of the cake?
    • evherkes
    • By evherkes 15th Jun 17, 2:54 PM
    • 55 Posts
    • 16 Thanks
    evherkes
    • #6
    • 15th Jun 17, 2:54 PM
    • #6
    • 15th Jun 17, 2:54 PM
    Well that's where I'm stuck! I think £80 (less than a third) is a bit of an insult given I have had to contact her and she has made no effort to contact me and at least apologise in the first instance.
    I wanted to hear form others whether they thought £80 is plenty given I have an emotional attachment to the situation in hand I guess!
    Emily
    • angryparcel
    • By angryparcel 15th Jun 17, 3:06 PM
    • 910 Posts
    • 516 Thanks
    angryparcel
    • #7
    • 15th Jun 17, 3:06 PM
    • #7
    • 15th Jun 17, 3:06 PM
    I have an emotional attachment to the situation in hand I guess!
    Originally posted by evherkes
    WHY!

    Yes it was a wedding cake that melted due to weather (out of cake makers hands). i suppose you still cut the cake and served it to guests and ate some yourself.

    Did any guests fall ill due to this.

    I would accept the £80 and but it behind you, life is too short
    • *~Zephyr~*
    • By *~Zephyr~* 15th Jun 17, 3:08 PM
    • 574 Posts
    • 1,099 Thanks
    *~Zephyr~*
    • #8
    • 15th Jun 17, 3:08 PM
    • #8
    • 15th Jun 17, 3:08 PM
    Why have half the posts been deleted from this thread??
    • angryparcel
    • By angryparcel 15th Jun 17, 3:10 PM
    • 910 Posts
    • 516 Thanks
    angryparcel
    • #9
    • 15th Jun 17, 3:10 PM
    • #9
    • 15th Jun 17, 3:10 PM
    duplicate thread http://forums.moneysavingexpert.com/showthread.php?p=72701899#post72701899
    • angryparcel
    • By angryparcel 15th Jun 17, 3:10 PM
    • 910 Posts
    • 516 Thanks
    angryparcel
    Why have half the posts been deleted from this thread??
    Originally posted by *~Zephyr~*
    maybe you were reading if from the other thread OP opened
    • *~Zephyr~*
    • By *~Zephyr~* 15th Jun 17, 3:27 PM
    • 574 Posts
    • 1,099 Thanks
    *~Zephyr~*
    maybe you were reading if from the other thread OP opened
    Originally posted by angryparcel

    Yup, that explains it. Thought I was going mad for a bit...
    • OlliesDad
    • By OlliesDad 15th Jun 17, 3:44 PM
    • 1,753 Posts
    • 1,608 Thanks
    OlliesDad
    WHY!

    Yes it was a wedding cake that melted due to weather (out of cake makers hands).
    Originally posted by angryparcel
    I would agree that £80 seems a fair amount, however I disagree with the above statement - The cake was delivered already melting and cracked, I would most definitely say this was the cake makers issue. As a professional cake maker they need to ensure the product is delivered in the condition that it was advertised.

    If the item had been delivered in good condition and then subsequently melted I would agree with you.
    • photome
    • By photome 15th Jun 17, 3:49 PM
    • 12,543 Posts
    • 8,036 Thanks
    photome
    Well that's where I'm stuck! I think £80 (less than a third) is a bit of an insult given I have had to contact her and she has made no effort to contact me and at least apologise in the first instance.
    I wanted to hear form others whether they thought £80 is plenty given I have an emotional attachment to the situation in hand I guess!
    Originally posted by evherkes
    What do you want from the maker.

    Did you and your guests eat the cake
    • Huskydays
    • By Huskydays 15th Jun 17, 4:55 PM
    • 51 Posts
    • 232 Thanks
    Huskydays
    On the assumption that you still served and ate the cake, I would find £80 off £300 to be a reasonable goodwill gesture imo.
    • evherkes
    • By evherkes 15th Jun 17, 4:56 PM
    • 55 Posts
    • 16 Thanks
    evherkes
    Cake was desert so they were given slices from the tiers above (without seeing the cake prior) and there were no photos of the cake cutting etc as was planned.
    I'd have liked the maker to contact me without me having to initiate to even get an apology. I feel more than £80 on the basis that I did not get what I paid for, was discussed and agreed and did everything that I was supposed to have done as the customer. My reason for posting was to see if others had the same and whether they felt there was too much emotion and that £80 was enough or whether £80 was a fobbing off (afterall I've not been married before and never had a damaged a cake or ordered one like this before) so was unaware of what processes would be.
    Emily
    • timbstoke
    • By timbstoke 15th Jun 17, 5:00 PM
    • 925 Posts
    • 1,197 Thanks
    timbstoke
    This is her initial offer, and she's clearly apologetic and accepts fault. If you feel her offer is unfair then go back with a counter offer. Since you did have, and presumably served, a cake, then presumably a full refund wouldn't be appropriate. In your position (as someone who's also getting married for the first time and currently rushing around organising this kind of nonsense), I'd personally feel that around 50% refund would be reasonable in the circumstances.

    From your first letter you clearly know how to articulate yourself when writing, so I'm not going to presume to suggest a template letter. Just explain that you don't feel the partial refund offered is sufficient for the failure on her part, and that £x feels like a more acceptable amount, explaining your reasoning for that.

    Also, congratulations!
    Last edited by timbstoke; 15-06-2017 at 5:03 PM.
    • maisie cat
    • By maisie cat 15th Jun 17, 5:06 PM
    • 196 Posts
    • 228 Thanks
    maisie cat
    You chose a cake with a bottom tier that is temperature sensitive, did you know that or did the maker advise?
    I have a friend who makes wedding cakes and the trend in the last decade has been to have cakes that are not really designed to stack rather than traditional fruit cake. She makes brides sign a waiver if they insist (and they usually do) in having specifically a ganache layer because it will collapse in heat.
    I think that £80 is reasonable, what do the terms & conditions say about things outside the makers control?
    • IAmWales
    • By IAmWales 15th Jun 17, 5:10 PM
    • 933 Posts
    • 2,046 Thanks
    IAmWales
    You ate the cake. It sounds like it was pretty nice.

    £80 is more than generous.

    You're being pretty miserable about what should have been the best day of your life! Accept the offer and move on.
    • evherkes
    • By evherkes 15th Jun 17, 5:15 PM
    • 55 Posts
    • 16 Thanks
    evherkes
    Hi Maisiecat,


    There was no mention about this at any point, had we have known, we would have discussed more appropriate options - as I'm not a baker - I have no idea what would or wouldn't work or even how they're kept steady/upright etc.


    There was only an invoice, no disclaimers etc she had the photos, we had taste testing etc and discussed our idea. I have been pretty open to ideas for the whole planning with lighting, decorations etc as it's not my profession I don't know best!
    Emily
    • peachyprice
    • By peachyprice 15th Jun 17, 5:26 PM
    • 18,213 Posts
    • 41,670 Thanks
    peachyprice
    How about the money offered and a remake of the cake with the top tier edible, the rest being mock-ups? You'd get photos of the cake and get to eat it should have been served with enough to share with immediate family. I would consider that fair.
    Accept your past without regret, handle your present with confidence and face your future without fear
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