Wedding cake issues

Angela84

After some advice on which way to handle this situation.

In short, I got married 28th May.
I ordered a profiterole cake from Patisserie Valerie.
I was advised to make sure it wasn't out of the fridge for any more time than possible as the cream (inside the profiteroles) would heat up and the chocolate (holding the profiteroles together) would soften and the mountain would start to slip.

On that advice I made sure it was delivered at the latest moment before we arrived to have the 'fake cake cutting' pics, and then it was taken off to be served up for dessert.

Within 10 minutes our caterers (separate company to Patisserie Valerie) came to tell us the cake was solid. The chocolate holding it together was chilled far too much, and in the end had to be sliced with a knife, meaning what was put in front of people looked nothing like profiteroles, just a chunk of pastry, cream and solid rock-hard chocolate holding it together. Most people were polite and tried to eat it, but a lot went in the bin.

I went straight outside and rang the Patisserie. The manager apologised and assured me he would speak to the complaints lady at Head office, and I would of course be getting a full refund.

This has now been going on 2 weeks, the Head office lady has been in touch by email and twice offered me some vouchers, and finally today offered me a cheque for £100. This cake cost me £365.

I want my entire money back. And not in a cheque form either. Am I right to keep going with this one, as I want to call her today and get this sorted once and for all, she's hiding behind emails I feel.

pulliptears

Looking at their site I'm seeing this cake here:

http://www.patisserie-valerie.co.uk/s213_Profiteroles-Valerie-Style.aspx

Do you have photos of your cake to compare with that?

Angela84

That is how my cake was delivered. That white and dark chocolate you see folded around the cake is very pliable. After you have unwrapped that, you find a mountain of profiteroles completely covered with Belgian chocolate. This was what was solid. Our caterers tried to heat up knives in boiling water to cut through it but it was just too hard.

Spoken to the woman on the phone who has said 1. Apparently the manager has denied ever offering me a refund, (complete lie) and after listening to me repeat all the facts again, said she'll speak to the Ops director again. She wouldnt give me his name or number.

arcon5

Ask for a replacement, get your closest family & friends and have a dinner paty :beer:

The cake sounds amazing!

Not that this helps where you stand legally

peachyprice

Wouldn't your complaint be with the caterers who stored the cake for storing in in too cold a chiller?

gordikin

Sounds like the cake wasn't given sufficient time to 'warm up'. Which is outwith the control of Patisserie Valerie.

CoolHotCold

peachyprice wrote: »

Wouldn't your complaint be with the caterers who stored the cake for storing in in too cold a chiller?

This is by far the more likely explanation rather than the fridge froze the cake together.

Angela84

The cake was never chilled by my caterers. It was delivered by PV at 2pm, and sat out in our reception room until 3.30pm when we had our pics with it, then it was taken to be cut up, and eventually served about 4.15pm.

And Arcon, it was for 80 people! A replacement would mean I'd be eating profiteroles for a month! I would not be that annoyed about that prospect, but would just rather have my £365 back!

hcb42

Yes, it is reasonable you get your money back, if you left it out at room temperature for at least their instructions...most catering organisations would do this - the problem is you might have to fight them all the way...

But if they send a replacement I am always willing to come down and help eat it on weekends or holidays

Angela84

Well I got my full refund after 3 emails, and 3 phone conversations. Chuffed!

Idiophreak

Angela84 wrote: »

Well I got my full refund after 3 emails, and 3 phone conversations. Chuffed!

Good result - but really the least they could do. How horrible to have your cake go wrong on the day...Hope the stuff that was edible tasted nice, anyway