Bad Product

Terry H.Gobbler

So, I just gave out some truly terrible cookies.

I've been having a nightmare of a time with RI this whole last month. Multiple batches had grease spots so I switched meringue powders, only to find CK very grainy (literally pulling grains of sugar out of the tip!). I also tried several different recipes, etc. I finally found LilaLoa's survey on butter bleed and followed her solution: which is, fans. I laid the cookies out to dry with 3 - 4 fans blowing in the room. (Also because my dehumidifier makes the room unbearably hot.) The cookies were out for possibly 12 hours total with the fans blowing on them.

Ate a spare cookie this morning and it was DRY. Like, stale dry, drier-than-biscotti dry. The lemon flavor was weak and washed out. I tend to slightly underbake to get a softer cookie but this one was like a rock. Even now that it's happened it seems hard to believe that much time in front of fans can so completely dehydrate a cookie?

Anyhoo I'm of the mind I should get in touch with the customers and apologize right away. My husband thinks I should just wait and see if they say anything. Thoughts? One set of cookies were for repeat customers and I don't want to lose their business. The other set was to a stranger. Both sets are being handed out as favors at large parties. It is embarrassing and, on top of everything, I don't have a go-to solution for humidity. Maybe I'll plaster a big note across the front page of my website: business closed during the humid months.

Thanks for any advice.

9/1/184:46 PM

Original Post

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Julia M. UsherFounder and Host, Cookie Connection; Owner, Recipes for a Sweet Life

Ooh, gosh, so sorry to hear about this. I think I'd follow your gut and reach out to both to gather their feedback and to give them some concession. I wouldn't offer to refund the entire order, but maybe you offer a discount on their next purchase - or something else to stimulate a repeat purchase. Also, I suspect there's a happy medium regarding time in front of fans - 12 hours seems like a lot. I only ever quick-set the icing in front of my dehydrator fan - maybe 20-30 minutes tops.

9/1/184:52 PM

EconladyCookie Queen in Training

For years I used CK meringue powder and suddenly my icing was clumpy, clogging and looked lousy when dry. I tried buying fresh meringue powder and the same problem. I changed to Ginny Levecks meringue powder and I’m much happier. Never going back to CK.

9/1/184:52 PM

Julia M. UsherFounder and Host, Cookie Connection; Owner, Recipes for a Sweet Life

Oh, yes, on the CK meringue powder issue . . . I was using their royal icing mix, on and off, for a while (years). But earlier this year, I experienced horrid issues with grit. (There's another forum post here on that very subject, in fact.) I called them to report the bad batches I had, and asked if they'd changed their formulation or processing, because this experience was very much out of the norm for me. They said they would report the issue to their production team and get back to me, but they never did. I emailed again to follow up, but got no response. So I no longer use it either.

9/1/184:55 PM

Terry H.Gobbler

Thanks Julia. I emailed and offered to make things right. I haven't heard back as of yet.

That's disappointing about CK. Thanks Econlady I'll definitely see about trying the brand you recommend.

On a positive note, this experience has turned me into a careful user of fans. Lesson learned! :-)

9/3/183:55 PM

Julia M. UsherFounder and Host, Cookie Connection; Owner, Recipes for a Sweet Life

Terry H. posted:
Thanks Julia. I emailed and offered to make things right. I haven't heard back as of yet.
That's disappointing about CK. Thanks Econlady I'll definitely see about trying the brand you recommend.
On a positive note, this experience has turned me into a careful user of fans. Lesson learned! :-)

There's always a silver lining!

9/3/189:12 PM