What do you do if the cake gets damaged in transit to or at my reception site?
Question Asked: 11/07/2019
Wedding Date: 9/08/2018
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Answered by: 6 Experts
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If it is my fault I will 100% fix it to the best of my ability, if it is damaged after collection from me however I maybe able to come and fix or advise you how it can be fixed.
Generally the cake supplier would deliver the cake to the venue. I have delivered hundreds of cakes so know the best way to transport. Many of the cakes are stacked at the venue to avoid any damage and all cakes are boxed accordingly. If an accident was to happen i would have a complete box of tools required to repair the cake as best as possible.
I recommend that I setup and deliver , so if thre is any kind of damage I can repair at the venue .
I always take care in driving and Boxing the cake .
If the customer decides that they would like to pickup I always put the cake in the vehicle on a non slip matt and instruct them to take it slow on the road .
If we are delivering the cake we always take extra icing and equipment to be able to fix it.We deliver the cake early enough to have time to fix it in case anything goes wrong.
Fortunatelly this has only happened once in 30 years of me being in business.
That would depend on whether the cake was delivered and set up by your decorator or whether it was picked up by a family member or friend.
While most decorators are happy for you to collect, I would always encourage to have the decorator deliver and set up (well, I do, anyway) as I am confident in how I drive whilst I have a cake on board, and know how to get a cake from A to B without damage occuring. Yes, collecting the cake yourself might save the delivery fee, but it's worth the piece of mind to know that your cake will arrive as it should. The last thing a bride wants to be worried about on her wedding day is what might happened to the cake. A good decorator will always have a "rescue kit" with them in the event of anything happening. If you have any concerns about their delivery, don't hesitate to ask them how they transport.
In the second scenario, things aren't as clear cut. The business's terms and conditions should state what their policy on damage is, but, generally, once a cake has been handed over, it is out of the decorator's hands. Decorators have no control over how that person drives or how it arrives or is set up. However, I would still contact the decorator straight away if damage does occur as they may have more buttercream, fondant, flowers etc and may be able to help you out depending on location and distance. I know, myself, I will always do my best to ensure that the cake arrives in good condition.
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I always recommend that couples request that their cake provider to deliver the cake and set it up on location. There are so many things to consider on the wedding day the last thing you need is extra worry if the cake will be in perfect condition. The delivery fee is usually also only a small fraction of the total cost of the cake, so it is worth it for peace of mind. The experienced supplier knows how to package and transport the cake carefully to minimise the risk of any damage. When I do deliveries I always take all the necessary tools and supplies with me so if any touch-ups are necessary at the venue this is easily done.
On the other hand, if a customer really does want to pick up their cake themselves or have someone else pick it up, I urge them to drive very carefully and I can provide advice on how to touch up should this be necessary.