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Unhappy nasty customer. Fondant help?

post #1 of 37
Thread Starter 

Hey everyone. I am feeling really defeated today. I did a cake for a lady on Halloween that was a spell book lying down with a witch's hat lying on it. I covered them in fondant per the customers request. I always ask if they are familiar with fondant and that most people in my area don't like it. She said she understood and wanted it. A little back story about the customer, she was very difficult to work with. She kept saying "If you pass the test, I have a lot of friends that will order from you." She repeated the "If you pass the test" over and over. Very frustrating..... Well the day before it was due, she texted me at 6am to change the size. I had baked the cake the night before to freeze overnight and I always decorate the day before it is due so I am not rushing and sacrificing the quality of the cake. Well, I didnt receive that text because I mute my phone until 7. At 2:00 that afternoon, she messaged me that since I hadn't responded, she was going to go elsewhere.I replied saying that I didn't get that message and sorry, but the cake was almost done. She said ok. When I delivered the cake, she said she loved it and I definitely passed the test. 

 

Fast forward to today. She posted on a local facebook classifieds page looking for someone to do a cake and not screw up on it. Well, I was taken back by that and messaged her. I simply said, "I noticed your post on the classifieds page about wanting a cake done that wont be screwed up, is there something you weren't happy with? I am very sorry if there was. Please let me know. Thank you." She came back saying that all the party guests complained(bad word) that the top was very hard. It was covered in fondant. I apologized and said that fondant does harden, but I was very sorry that she was unhappy. She then said she would give me another try, which I said sorry I was booked( because I will NOT do another cake for her) and that I wanted to apologize and clear things up. She replied saying "It is a shame that the cake ended up in the trash." To that I said, " Well I am sorry." She obviously took that in the wrong context and said "Don't get nasty with me! I am just being honest." I replied with " I am not being nasty. I am sincerely sorry you weren't happy" End of conversation.

 

Well, this has really hit me hard. I am relatively new to baking and decorating out my my home and I am an emotional person. How do I deal with this? Do I need to do something different with the fondant? Was this just a nasty customer that was looking to get a rouse? Please help?

post #2 of 37

Honestly, I think it was someone wanting you to offer to do the cake she needs now for free. She seems like the type of person that will never truly be happy with anything you present to you so I would just try to forget it and move on.
 

post #3 of 37

We need to know a bit more about the actual cake. I feel I know enough about the woman that you cannot please her, so I am very glad you said you were booked!

 

Was it the fondant or the cake that was hard? Was there buttercream under the fondant, and what fondant did you use? Did you over-bake the cake, by any chance. Please describe your methods so that we may see if you did do anything wrong. 

 

On another note, you should have the cake paid for IN FULL before you turn on your oven, and no one can threaten to "go with someone else" the day before the party. As far as changes go, the design, size and flavors, and fillings should all be final before the cake is paid for, and no changes are made after that day. 

And for another, where the hell was she going to go to get a custom cake with fondant the day  before the party, anyway? I don't like this Bee Itch. 

Beginners, be sure to parrot advice and get your post count up as fast as you can. After all, it's not what you know, it's what people THINK you know.
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Beginners, be sure to parrot advice and get your post count up as fast as you can. After all, it's not what you know, it's what people THINK you know.
Reply
post #4 of 37
I'm surprised you replied at all to her post in the classifieds, I would think you'd be glad not to have to deal with her as a customer anymore.
post #5 of 37

What brand of fondant did you use, and when you were rolling it out did you use cornstarch or powdered sugar?

post #6 of 37
Thread Starter 
Quote:
Originally Posted by uberathlete View Post

What brand of fondant did you use, and when you were rolling it out did you use cornstarch or powdered sugar?

I used Powdered sugar. I am a self taught baker/decorator so I don't know the best way. I was just told by someone to use powdered sugar. Is that a culprit for it hardening?

post #7 of 37

Wow, I feel your pain, there are two ways of looking at this experience, either you rise up to the challenge and bake and decorate more until you master your style like the back of your hand, and sorry folks if you don't like the final product, or you will allow this experience to dictate how you feel. Don't. Don't forget she does not pay your bills, nor feed you or live with her. Life is too short.cowboy.gif

post #8 of 37
Thread Starter 
Quote:
Originally Posted by Annabakescakes View Post

We need to know a bit more about the actual cake. I feel I know enough about the woman that you cannot please her, so I am very glad you said you were booked!

 

Was it the fondant or the cake that was hard? Was there buttercream under the fondant, and what fondant did you use? Did you over-bake the cake, by any chance. Please describe your methods so that we may see if you did do anything wrong. 

 

On another note, you should have the cake paid for IN FULL before you turn on your oven, and no one can threaten to "go with someone else" the day before the party. As far as changes go, the design, size and flavors, and fillings should all be final before the cake is paid for, and no changes are made after that day. 

And for another, where the hell was she going to go to get a custom cake with fondant the day  before the party, anyway? I don't like this Bee Itch. 

She said it was the fondant. I baked the cake Tuesday night and froze it tightly wrapped in plastic wrap. I decorated it Wednesday. Yes I did a layer of butter cream under the fondant. between 1/8" and 1/4" thick. I used Wilton boxed fondant from Wal-Mart. I don't think I over-baked the cake. Like I said, I decorated it Wednesday and wrapped it in plastic wrap and refridgerated it until Thursday around 3pm.

post #9 of 37
Thread Starter 

This is the cake.

 

*

post #10 of 37
I think your cake is adorable. The buttercream should keep the fondant from getting too hard. Maybe she didn't really know what fondant was? It's obvious that there is no pleasing this woman.
post #11 of 37
This was a very cute cake. I too am a beginner and self taught. I learned that Wilton fondant doesn't taste great. I use it only to sculpt. I love satin ice fondant. Not sure why te fondant would have hardened to that extent in such a short time. Maybe she just wanted a free cake. I learned a long time ago you can not please everyone. Also always at least ask for a deposit of min half te total cost of the cake. Good luck!!

Caroline Diaz 

917-353-3617

Serving The tri-state with delicious custom cakes!!

 

Find us on facebook @ www.facebook.com/brooklynsheavenlycreations

Birthday Cakes
(14 photos)
Baby Shower
(10 photos)
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Caroline Diaz 

917-353-3617

Serving The tri-state with delicious custom cakes!!

 

Find us on facebook @ www.facebook.com/brooklynsheavenlycreations

Birthday Cakes
(14 photos)
Baby Shower
(10 photos)
Reply
post #12 of 37
Quote:
Originally Posted by Sassyzan View Post

I think your cake is adorable. The buttercream should keep the fondant from getting too hard. Maybe she didn't really know what fondant was? It's obvious that there is no pleasing this woman.
Exactly! I could see it getting hard if there was no buttercream. And if it did get hard, for whatever reason, why would you throw the whole thing away? Why not peel it off and eat it? She's either a liar or stupid. Or both icon_wink.gif

FYI, you can make your own fondant look for Marshmallow Fondant recipe
Beginners, be sure to parrot advice and get your post count up as fast as you can. After all, it's not what you know, it's what people THINK you know.
Reply
Beginners, be sure to parrot advice and get your post count up as fast as you can. After all, it's not what you know, it's what people THINK you know.
Reply
post #13 of 37

I am also a self taught cake baker and decorator. And I have used the Wilton's fondant and personally I don't it, nothing against them I love there products, but their fondont doesn't taste right to me, no matter how hard I tried to flavor it, it just didn't taste right. So I always make my own. But that still no excuse on how that lady treated u, she could've went about it a different way, but there are different fondant recipes u can use.

post #14 of 37

Your cake looks good, and if she liked it when you delievered it, and did not contact you to complain, you should have left it there. You opened up yourself to the criticism when you responded to her ad. What were you expecting? I say dust it off your back, it's a learning process. Your cake is cute, don't let some lady get to you.

post #15 of 37

Your cake is adorable, I think this woman is just trouble. My guess is with all the "if you pass the test, you'll get lots of business" hype she was hoping to get a discount/freebie on this cake and you would never hear from her again. May I ask what size the cake was and what you charged? My guess is she's just pulling the same scam with her new classifieds post. She'll find some other baker to do a cheap cake and promise tons of business if it's good.

 

The people who have to tell you what good customers they are, usually aren't :)

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