WWYD - Wedding cake didn't show up

[Hillbeans]

My dad got married over the weekend and it was a very nice event. I know you never expect something big to go wrong but the wedding cake never showed up at the reception! My new step-mom specifically went to a well known and one of the best bakeries in the area and paid $300 for this cake. Luckilly the hotel was able to whip up a small sheet cake so everyone was able to get a slice of cake but IMO a cake is sort of a big deal at a wedding and something you'd never expect to have a problem with.

Anyway, when she called the bakery the next morning she was angry and while they agreed to credit back the $$ to her CC right away, they were very non-chalant about the whole thing and were just like "sorry, the order form was in the wrong folder" and "we already apologized, what more do you want us to do"...well that set her off and she was less than happy after not even getting what she felt was a real apology.....which really is just what she or anyone would want in this situation.

I can't believe in this day and age at a bakery that the only recordkeeping is having a slip of paper in a Saturday instead of a Friday folder. There should be some sort of check and balance. I would hate to think of smeone else going through this on their wedding day and just wonder what if anything else she could/should have done. I told her to write a letter to the newspaper in the letters to the editor section.

 

[Shadow Dancer]

Well, that sure stinks.

I don't think your stepmom will get any other compensation other than the price of the cake refunded to her.

But it was very poor business practices on the baker's part.

You can write the letter to the editor.

I would also go online and write unfavorable reviews on your local Wedding Wire site.

There are also other local websites for area businesses that you can leave reviews, just google them.

 

[Lisa_M]

I would leave some reviews online. I think you can leave a business review linked to google maps somehow. I don't know what other recourse there could be since she got her money back. I wonder how many other brides have had their cakes go missing. I'm surprised she (or someone else) didn't call the bakery on the wedding day. I would have been VERY upset. I hope this didn't ruin their festivities.

 

[Hillbeans]

I would leave some reviews online. I think you can leave a business review linked to google maps somehow. I don't know what other recourse there could be since she got her money back. I wonder how many other brides have had their cakes go missing. I'm surprised she (or someone else) didn't call the bakery on the wedding day. I would have been VERY upset. I hope this didn't ruin their festivities.

Thanks SD and Lisa...
They did call the bakery but the reception started at 6 and I think the bakery closes for business at 5. The hotel manager had called the bakery 2 times before the reception started but either they had already closed or just didn't answer the phone.

I really do think it's less about getting anything now after the fact but knowing how it happened and they had a "who cares" attitude I think that is what bothers me the most, and it wasn't even my wedding.

 

[JessicaR]

I totally understand feeling the apology was not genuine. That really is what I would want/need as compensation. They refunded the $ but cant make the moment right and a genuine apology is not asking too much.

I would seek out online sites that have reviews with them listed and vent. I would leave my story on any site that accepts it!

Sorry this happened to them but I hope their day was wonderful regardless.

 

[Lisa_M]

Thanks SD and Lisa...
They did call the bakery but the reception started at 6 and I think the bakery closes for business at 5. The hotel manager had called the bakery 2 times before the reception started but either they had already closed or just didn't answer the phone.

I really do think it's less about getting anything now after the fact but knowing how it happened and they had a "who cares" attitude I think that is what bothers me the most, and it wasn't even my wedding.

I think every wedding has its problems. For DH's cousin's wedding the cake got smashed when the baker got in a car accident on the way to the reception. Our DJ perpetually played the wrong songs for specific dances that we picked and some other music that I told him I did not want at my wedding (something about riding a cowboy and some other distasteful music).

I'm really glad the hotel was able to make them a cake in a pinch. What great staff at the facility. Your step-mom may want to write a letter to the editor thanking the hotel staff for stepping up and correcting _______'s (bakery business) mistake. That way it isn't just a criticism of the bakery, but a compliment to the hotel.

 

[MaumeeMom]

I agree with others - take to the Net.

There are many review sites out there, especially for wedding related services. Other potential customers need to be made aware of this bakery's attitude towards the mistake.

Good luck!

 

[OctMtnWoods]

1. Leave bad reviews online & in as many written publications as possible.
2. Is bakery a member or Better Business Bureau, file a complaint there too.

3. Write some good reviews for the reception location that was able to whip up a cake. Not all places would have been able to do that.

 

[Missy1961]

1. Leave bad reviews online & in as many written publications as possible.
2. Is bakery a member or Better Business Bureau, file a complaint there too.

3. Write some good reviews for the reception location that was able to whip up a cake. Not all places would have been able to do that.

I thought about letting the Better Business Bureau know. And I think it's a great idea to praise the reception location too. They stepped up!

Congrats & good luck to the new bride & groom!

 

[RichNKatHolly]

As someone who just got married, the first thing that comes to mind is call to confirm everything the week before and then the day before!

But that bakery really should've offered more than just a refund. That stinks! I really like the PP's letter to the editor idea that praises the reception facility but bashes the bakery.

 

[tonilea]

My dad got married over the weekend and it was a very nice event. I know you never expect something big to go wrong but the wedding cake never showed up at the reception! My new step-mom specifically went to a well known and one of the best bakeries in the area and paid $300 for this cake. Luckilly the hotel was able to whip up a small sheet cake so everyone was able to get a slice of cake but IMO a cake is sort of a big deal at a wedding and something you'd never expect to have a problem with.

Anyway, when she called the bakery the next morning she was angry and while they agreed to credit back the $$ to her CC right away, they were very non-chalant about the whole thing and were just like "sorry, the order form was in the wrong folder" and "we already apologized, what more do you want us to do"...well that set her off and she was less than happy after not even getting what she felt was a real apology.....which really is just what she or anyone would want in this situation.

I can't believe in this day and age at a bakery that the only recordkeeping is having a slip of paper in a Saturday instead of a Friday folder. There should be some sort of check and balance. I would hate to think of smeone else going through this on their wedding day and just wonder what if anything else she could/should have done. I told her to write a letter to the newspaper in the letters to the editor section.

Not that to place the blame on your new step-mom in any way, shape or form.... but even for DS's birthday, I stop by or call and confirm my order a day or two before. Of course, hindsight is 20/20.

I can't imagine how upset I would be, especially if I didn't feel there was a sincere apology. I can forgive quite a bit, if the person offers a sincere apology.

 

[Hillbeans]

Not that to place the blame on your new step-mom in any way, shape or form.... but even for DS's birthday, I stop by or call and confirm my order a day or two before. Of course, hindsight is 20/20.

I can't imagine how upset I would be, especially if I didn't feel there was a sincere apology. I can forgive quite a bit, if the person offers a sincere apology.

I don't know the specifics but she told me that she called within the last week to confirm everything was in order - it wasn't the day before, but a few days prior.

 

[tonilea]

I don't know the specifics but she told me that she called within the last week to confirm everything was in order - it wasn't the day before, but a few days prior.

In that case, I would be beyond livid. I would also contact the BBB.

 

[TiggerStac]

We paid 1.50 per person to upgrade my cake from the one that the hotel supplied. It was a part of my wedding and the bakery was a wonderful well known one. When we went to cake testing I fell inlove with an upgraded cake and it was 300 for the upgrade and we did it.

Well..low and behold hubby and i walk into the reception and go right into first dance and I see my cake..it's not my cake. it's the basic cake, not the upgrade. I'm dancing my first dance w/hubby and see this...ya not such a good feeling. Anyways, my mom called, they refunded her the $$ for the upgrade and appologized galore. When the wedding planner found out, she appologized galore as well. even though, she really didn't have anything to do with it.


The cake place also gave us vouchers for a few free cakes over the next couple of years. Big..yummy cakes! So, yes it stunk, but they did remedy it.

 

[disbridemimi]

Your only option is to leave lots of bad reviews everywhere and tell everyone that will listen.

What else would you expect them to do to make up for it? The day is passed, they really cant make it right at this point. They should have had a more sincere apology. I would do your best to make sure you contact the bakery OWNER not just the manager or employee who answers the phone. This isnt a little mistake, its pretty huge.

Save another bride from this nightmare, I can even imagine this happening!! Leave reviews on EVERY SITE you can find. I would also write a letter to the editor in the local newspaper. Get the word out.

 

[amid chaos]

I assume they had to pay for the substitute cake the hotel provided....maybe the bakery should pay for that.

 

[DWGal210]

Your only option is to leave lots of bad reviews everywhere and tell everyone that will listen.

What else would you expect them to do to make up for it? The day is passed, they really cant make it right at this point. They should have had a more sincere apology. I would do your best to make sure you contact the bakery OWNER not just the manager or employee who answers the phone. This isnt a little mistake, its pretty huge.

Save another bride from this nightmare, I can even imagine this happening!! Leave reviews on EVERY SITE you can find. I would also write a letter to the editor in the local newspaper. Get the word out.

I agree - unfortunately, you could have been talking to an employee who stupidly didn't care and tarnished the reputation of their employer with their actions.

 

[Jenny-momof3]

The SAME exact thing happened to my mom when she got remarried. Paid $300 for the cake and no cake! The reception was at a historical building so our only choice was to run to the local grocery and buy every cake they had. Since it was the day before Easter they had tons of little bunny cakes.

We go the following day to the bakery. They said the same thing... slip got put in the wrong folder. But get this.... they REFUSED to give my mom her money back. Told her she could have a credit for $300 to use in the bakery. And showed her the sign that said "no cash refunds". My mom... who is usually quite quick tempered... just simply walked out of the store.

She's a senior parallegal and had the attorney she works for just quickly draw up a letter threatening to sue. All of the sudden they gave her her money back. But the fact that they weren't going to when the mistake was their's was ridiculous!!

This bakery... although delicious... has since gone out of business. Wonder how many others got screwed too!

 

[Nancyg56]

That really stinks!
I would call the bakery and ask to speak to the owner or at least the general manager, explain what happened and describe the less than apologetic reaction from the staff. I would then explain that while I was terrible unhappy I would have understood if the staff had at least felt badly about it. I would then tell the owner that I was going to share my experience in every way possible in order to save another customer from the embarrassment that I had suffered. Then I would name the websites and message boards I was starting with.

I think the bakery owed compensation beyond the cost of a wedding cake. Offering a voucher for baked goods in the future would have at least let the Bride know that the bakery assumed some responsibility for the mistake. Even McDonald's gives something when they mess up the drive thru order.

When my DD married the banquet staff offered one cup of coffee, that was it. When the cake was cut there was none and we wre told it had been put away. I called the banquet manager teh following Monday and told him the I was surprised that we did not have coffee available, he agreed and offered vouchers for brunch. It was a little thing, not a missing cake. We never used the vouchers but I was left with a favorable opinion of the facility. Coffee may be a little thing but in our family we have it with cake, it was nice to know that the manager understood that and wanted to rectify it a little.

 

[Imzadi]

In that case, I would be beyond livid. I would also contact the BBB.

Yeah, I was thinking the same thing. They have an online website where you can list the specific complaint. Also Google to see if you can leave online reviews for this place at wedding sites, and those "around town" type of sites for your area. Another couple would really want to know this could happen at this bakery.