Sue "C" Cakes

We did not "forget" the cake The wedding cake booking was written across two days instead of just one and we thought it was due Saturday It was custom cake with different flavors for each sizeIt was baked fresh of those cakes were baked that morning When I messaged
with the bride's mother, neither one of us said the date It is not uncommon for day before confirmations of balances on wedding cake I received the call from a person stating they were the wedding coordinator I realized I had the date wrong and asked her what to do She said they were cutting the cake at and asked if I could have it there by then I stated I would try my hardest I was in contact with her several times during the next few hours I left my house to deliver it before The coordinator and I were on the phone as I drove in with the cake right at or a few minutes after I unloaded and set the cake up in the kitchen We finished putting all the finishing touches on the cake and set it up in the reception right about 9: We walked out of the room and outside at 9: They accepted delivery of the cake It was tiers tall, with custom ordered flavors and fillings The only omission was the monogram letter decoration Other than the initial deposit, the final payment for the cake was not made The first messaged received from the mother of the bride was a threat Either refund her money or she would post negatively everywhere she could We apologized for our mistake and offered to give her credit in the amount she paid She told us to shove the cake up our _______ We tried again to offer partial cash refund because she did accept delivery, cut and eat the cake She refused again Finally, we offered her a full refund of her $and asked that she sign a document stating that she would not negatively review our business (which she already had), just as she had initially asked, and she refused Her final message to us was demanding her $plus the money she paid for her caterer to serve the cake We have tried to resolve the issue several times We have been in business for years and this was the very first time we had a date mistake We have provided numerous wedding cakes and have never been late

We did not "forget" the cake.  The wedding cake booking was written across two days instead of just one and we thought it was due Saturday.  It was custom cake with different flavors for each size. It was baked fresh.  4 of those cakes were baked that morning.  When I messaged...

with the bride's mother, neither one of us said the date.  It is not uncommon for day before confirmations of balances on wedding cake.  I received the call from a person stating they were the wedding coordinator.  I realized I had the date wrong and asked her what to do.  She said they were cutting the cake at 9 and asked if I could have it there by then.  I stated I would try my hardest.  I was in contact with her several times during the next few hours.  I left my house to deliver it before 9.  The coordinator and I were on the phone as I drove in with the cake right at 9 or a few minutes after.  I unloaded and set the cake up in the kitchen.  We finished putting all the finishing touches on the cake and set it up in the reception right about 9:33.  We walked out of the room and outside at 9:35.  They accepted delivery of the cake.  It was 5 tiers tall, with custom ordered flavors and fillings.  The only omission was the monogram letter decoration.   Other than the initial deposit, the final payment for the cake was not made.  The first messaged received from the mother of the bride was a threat.  Either refund her money or she would post negatively everywhere she could.   We apologized for our mistake and offered to give her credit in the amount she paid.  She told us to shove the cake up our _______.  We tried again to offer partial cash refund because she did accept delivery, cut and eat the cake.  She refused again.  Finally, we offered her a full refund of her $400 and asked that she sign a document stating that she would not negatively review our business (which she already had), just as she had initially asked, and she refused.  Her final message to us was demanding her $400 plus the money she paid for her caterer to serve the cake.  We have tried to resolve the issue several times.  
We have been in business for 7 years and this was the very first time we had a date mistake.  We have provided numerous wedding cakes and have never been late.

Complaint: [redacted]
I am rejecting this response because:  I did not "threaten" the business.  I  wanted to extend an opportunity to them to make things right before I posted an honest review of my experience.  I know they are a small business and wanted to give them the opportunity to fix it.  [redacted] responded that I was "blackmailing" her and she would not refund my money.  This wasn't a little office party.  This was my daughter's wedding and they messed up horribly.  Because they delivered the cake so late, the cake ceremony was missed by almost all of the guests including the grooms parents and both of the bride and groom's grandparents.  I posted an HONEST review on their facebook page, knowing of course they have the ability to remove the comment, and they did so immediately.  I still have not posted any HONEST reviews online.  I want them to make things right and provide a refund.  I refuse to sign any documents that include any provisions for a refund.  They messed up horribly, and now want to argue and debate whether or not they should do the right thing. [redacted] knows this, and I have extensive correspondence from her stating it.  I don't care about the whats, hows or any details of their calendar.  The fact remains that had my sister in law not called to find out where the cake was at 6:00, no cake would have even been delivered.  It was almost four hours late, and the cake was not designed as promised.  I don't think that a customer should have to go to such lengths to get a refund.  The facts are: The cake was contractually agreed to be delivered on December 11th between the hours of 4 and 6, for a 6:00 ceremony.  The cake was to have a personalized monogram with the letter M.  Sue C Cakes did not have the cake ready, let alone delivered between the hours as agreed.  Sue C Cakes had to have a phone call to find out where the cake was, for them to even remember.  Because they had forgotten to prepare the cake, they were forced to rush and try to get it to the venue.  Because they were not prepared, the cake was decorated poorly and the monogrammed M was forgotten.  The cake is the focal point of a wedding reception.  Guests like to walk up to it and view it as a piece of art.  At my daughters wedding, there was an empty table, with an empty cake stand.  I don't think it's unreasonable to be refunded the money for a cake stand that was not used, due to their negligence.  I also paid $1.75 per guest to have cake sliced and served.  Because they were so late, many guests had left and service was only provided to approximately 20 guests.  I don't think a refund for this service is unreasonable either.  It was due to their default of the contract.    I don't understand why they continue to argue the point and be defensive.  The fact is they messed up horribly and refuse to make things right.  Of course I refused a "store credit".  They forgot my daughters wedding, do they really think I would ever do business with them again?  The fact they've never delivered a cake late before doesn't help me.  They were late this time, and refuse to accept the fact or make it right.  Please just refund my money so we can both move on with our lives. I am prepared to go to court if the refund is not made by February 11th, I have significant correspondence with them stating they made a huge mistake and admit fault.  I am certain a judge will provide for a judgement against Sue C Cakes.  I would prefer to handle this without going to court and obtaining a judgement against their business.  I do not want to post negative reviews all over the internet, if I wanted to do it, I would have already done it.  However if they do not/will not make things right then I will absolutely post honest reviews of my experience.  
Regards,
[redacted]