Sweet Layers Cakes & Pastries

Initial Business Response /* (1000, 5, 2016/05/18) */
My employee received a call from the Groom stating the wedding had been called off and the couple would like a refund for their wedding cake. My employee explained to him that a 12 day notice was not within the time frame of the cancellation...

policy, which they read and reviewed at the time of ordering. We then advised him that although we were not able to give a full cash refund, we would be willing to give them Store Credit to use at a later date, he refused then handed the phone to the Bride. She was not pleasant to my employee and continued to tell her that they had a family function and did not need the cake any more; she didn't understand why she couldn't get her money. The Bride insisted on speaking with the owner. She informed me that she works at a bakery. I then very politely reiterated the policy and the cancellation time frame which my employee said they had read, but unfortunately forgot to have them sign. They had signed the contract but not the policy page. I did explain, due to the difficult circumstance (this was extremely short notice) we would not be able to take another wedding cake to accommodate for the loss of revenue. We ask for 6-9 months notice for wedding cake orders (due to the time of year and high demand) I tried to explain that we are only able to take a limited amount of orders for any given weekend, I never stated that the customer "needed to appreciate that we were doing their cake". I did say we were trying to accommodate their wedding date with only 3 months notice.