Moxie

She arrived at the reception site at an appropriate time, however her children were in the car and she was yelling at them which didn't seem very professional.  She was clearly rushed.  The bridesmaids (getting ready at the venue) offered to assist her (hold the door, bring a wheeled cart around, etc.) and she refused their help.  She then unloaded the 80lb cake, fully assembled by herself - and proceeeded to drop it upside down on the sidewalk.  Then she broke down - yelling and crying.  Thankfully, the site's staff was available to assist and assured me that it would be taken care of.

After the wedding, we arrived at the reception and saw what looked like our cake.  The remedy was two layers of styrafoam and two layers of white cake (not the various flavors/fillings requested) decorated as the original. Although the flavors weren't what we'd originally planned, I thought the situation was handled well based on what had happened and I was satisfied.

Later the next week, however, the owner reached out to my mother and offered to pay her less than 10% of the total cost of the cake.  Her reasoning was that she thought she probably owed us something since the cake wasn't what we'd originally ordered, but she really thought that by not leaving us with nothing, she had still fulfilled her duty.  My mother explained that not leaving us with nothing for dessert was the bare minimum expectation, but that since the cake was not what we'd ordered, she expected a larger percentage of the total back.  In the end, the came to an agreement on the balance she would refund and she did so, but the Moxie staff's attitude was decidedly unprofessional.