The Silver Spoon Wedding Co.

eginning. We were contacted by the bride maybe 6 weeks prior to the wedding, give or take. She had issues with another baker so we actually made it a appoint to do a little bit more to put her at ease. She was given my personal cell number and I personally delivered a cake tasting box that even featured a flavor that I don't usually make to her job for no additional fee on 9/4/19. After her booking us and deciding on a design, I've had correspondence with her on October 3rd, October 5th/7th, and October 15th. The wedding date was October 18th. October 14th, I received the brides' timeline of her wedding that said her ceremony was to start at 4:30pm. The cake delivery was scheduled for 4:30pm. The reception was to start at 6pm and the actual cake cutting was scheduled for 7pm. On October 15th, Kylie text me and asked for cascading flowers on her cake. I do cascading flowers all the time and unless the cake is 5 tiers or more, it take me no longer than 5 minutes to do. I told her that I'd take care of it and I also told her that I would need 5-6 larger flowers plus 5-6 smaller flowers to create the look she wanted. She told me that she only had one size and that wasn't a problem because I knew I could make it work. I schedule all deliveries for 1.5 hours prior to the reception starting to give us plenty of time to setup while having the cake as fresh as possible. I also do this because life happens and things beyond our control come up (such as traffic) so this ensure that we make it without affecting any part of our clients wedding. The day of the wedding was a Friday and because the delivery was right before rush hour traffic, (it was a 45 minute drive to the venue) we were en route by 3:45 pm. At 4:28 pm, I called the brides' planner to let her know that we were in stand still traffic and that I was running behind. I left a voicemail saying that I would make it by 5pm and that the reception and cake cutting WOULD NOT be affected. The cake was already stacked and decorated; I simply needed to add the 10 flowers or so needed to it. Again, that would take only 5 minutes tops. At 4:42 pm, the planner DID NOT return my call, she instead text me "No problem! Ceremony just started." This was 12 minutes after it was scheduled according to the timeline and traffic was starting to break up at this point. We arrived shortly before 5pm and as soon as we pulled up, I ran in to meet her planner. The planner directed us to where the cake table was which wasn't far from the main entrance and said and I quote "The flowers are on the table." There were only 6 flowers and the cake topper on the table. I even sent the bride a picture of the table that showed no additional flowers. The bride was NOT physically present to know that there was no mention of any additional flowers. I applied the 6 flowers in a style that was still neat, but I was unable to do the cascade with only 6 flowers without it looking weird on a 3 tier cake. We were in and out within 5 minutes. The planner never gave us any inclination that our traffic delay interrupted any part of the wedding. The bride texted my personal cell phone at 4:30am that following morning to mention her displeasure about the flower placement and wanted a refund on the prepaid gratuity despite the fact that we made it 1 hour prior to her reception starting and 2 hours prior to the cake cutting. She was very condescending to me even though I explained what happened since she wasn't there. I had no reason to not give her the flower placement she wanted when I was already adding flowers to the cake. I don't know where the additional flowers she provided were stored, but they weren't on the cake table upon my pending arrival and I can only work with what is presented to me. I explain to all my couples that we need any décor to be left out for us on top of the dessert table because it would take entirely too long to go in search of items at every wedding we do. We are a small business that just transferred to a storefront and any gratuities paid to us are entirely optional. Although I did my absolute best to accommodate this client, I've now learned that there is only so much we can do when the complaint is not about taste, structure, guest disturbance, or wedding delay. We appreciate the feedback and will continue to work hard to give our clients the best possible experience. I do wish the 3-4 extra flowers were set out for us and we have made it a point to emphasize this to our clients after October 18th. We also updated our delivery procedures to provide a delivery window of 30 minutes because we cannot control incidents that occur on our commute. Thank you again for your business.