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Hi

I was asked to prepare a three tier wedding cake made of berry cake and cream cheese frosting, with a red carpet (fondant) going all the way down the front of the cake and red handmade roses all around the carpet. I prepared a small cake for the customers which they came and took for free to see if they like the taste of my berry cake. We then agreed on a price of £160. I included free delivery within the price. I prepared the red coloured gumpaste roses which were 15 in total (quite large) and I prepared the cake, and the day before I made the cream cheese frosting and began to work on putting the cake together. I had also bought cake diamonte which was meant to be a border around the cake. I was paid the money for the cake on friday and the wedding was meant to be on the following sunday. However on saturday afternoon I was called and told that a family member of the groom has past away and was asked to no longer work on the cake.

Now I past on my condolences and confirmed that I will no longer prepare the cake.

They did not call back for over 2 weeks, and have now called back expecting another cake. We have not spoken in detail yet but it seems they are expecting the same cake, with no further payment. So basically all that work all over again? I cant seem to reason myself in why I should prepare a three tier cake with expensive ingredients, cream cheese frosting and gumpaste roses and all the other decoration all over again. All that was left was to ice and stack the cake. All the decorations were made and have dried out now.

Im not sure how to go about this situation and would really appreciate some advice on what to do. I dont want an unhappy customer but I also dont want to work for free.

Any advice would be appreciated Thanks

Hello Allthingspretty

I am not in business so not qualified to give you any advice. I just wondered whether you have raised this concern with the customer. I do feel you very much under charged for the wedding cake. I recently made a four tier cake and I certainly would not have been able to produce three tiers for the price you charged them + the free cake. It would be extremely unreasonable and unrealistic for anyone to expect a business person to produce the same for nothing. You made the cakes and decorations in good faith, they paid you the money for all the ingredients and your precious time, skill and hard work. Through no fault of your own they no longer required the cake which was wasted, they can’t expect you to be out of pocket for circumstance not created by you.
My first port of call would be to discuss with the customer how you feel without conceding to any compromise. Hear what the customer says then get advice from the local citizens advice bureau before you decide on the course of action. There doesn’t have to be any unpleasantries, just a professional understanding that you will make another cake for them as a brand new order and not as part of the last. Take a good amount in non refundable deposit and agree in writing for the balance to be paid within a certain time leading up to the event. I think they’ve had their free cake for tasters?? I hope other members, especially those in business will give their opinion and good advice.

This may not be the case, but I wonder whether when you undercharge (specially so much) the customers don’t have the same respect for you and try to get away with what they can? Your skill and time is worth a lot more – please don’t under-rate yourself! Why not tell them gently that your prices have increased since then to cover your increasing costs? I know this isn’t an answer to your whole question at all but the price jumped out at me! Your costs are a lot more than the ingredients 🙂

Sorry you are in this situation. Presumably you still have the cake boards, dowels and fondant, ribbon and diamanté so you don’t have to buy them again. The roses can also still be used. it doesn’t matter that they have dried, you can attach them securely by dipping a ball of sugarpaste in water and using the side of a knife to mix it to a paste with some tylo powder. I would explain to the customer that the previous cake was basically complete and ask if they have wedding insurance to cover the cost of a second cake. If they don’t then on this occasion only, because there was no contract in place and due to the unfortunate situation, I would give my time for free to remake the cake if they are willing to pay for the fresh ingredients. I don’t think that’s unreasonable. Then please get terms and conditions written up as soon as possible x

Although I don’t know the exact tier sizes, but with the ingredients, time (remember this includes prep, shopping, cleaning, baking, decorating, delivery, etc.), the flowers alone would have been at least this much, not to mention your supports, boxes, etc. I Definitley recommend taking a close look at your costs because you already priced yourself out of a profit the first time.

I always have customers sign a contract with a non refundable deposit, with the remainder due 3-4 weeks before I start baking. If the couple ordered last min I would also charge a rush fee, that’s a lot to fit in two weeks before the wedding & it ensures your customers respect your time as well. I also recommend having a minimum order fee, that’s for any cake, it helps ‘weed out’ certain people. Most of the issues we run into can be avoided with a contract. I always explain that this is in both of our interests.

Anyway, sadly things like this happen. When they called originally to tell you about the cancellation you should have asked them if this was just postponed (which I would have assumed since there was a death), it’s probably in poor taste but you are running a business. You could have wrapped and frozen the cakes, Gumpaste flowers save as well. Without a proper contract in place this is probably going to be an unpleasant situation.

I would simply explain that in order to finish their cake there would be a charge of x. You had already completed most of the work & from the sound of it you weren’t given much notice. Believe me, she will be charged additionally by the other vendors so it shouldn’t come as a big surprise to her. Without laying out proper guidelines beforehand I would take this as a lesson learned. As unfortunate as the situation is, as a business owner it is your responsibility to have certain guidelines in place.