They put a tidy little enclosure included promising great customer service in with my order intended to engender a feeling of appreciation and welcome...it's disingenuous, which I discovered when I voiced a complaint.
I ordered six (6) Bison filets which were advertised as weighting between 8-10 ozs each. The cost of the steaks plus shipping was approx. $195.00 which at the maximum weight of 10 ozs each would approach $52.00 per lb. The filets arrived intact, on schedule but upon inspection seemed like the weight was light. So, I unthawed two steaks and weighted them on a good, digital scale I use when making soufflés. The first weighted in at 7.0 ozs and the other at 7.2 ozs. We grilled them and they were very good. But, I was bothered by the underweight. So I weighted the other two packages. One was under one (1) lb and the other just over 16 ozs.
So, encouraged by their warm enclosure, I called customer service and got a recording. No problem. I emailed my concerns and got a response the next morning from Nicole, who said they would be happy to include a free filet WITH MY NEXT ORDER! I replied that that wasn't good enough and thought another solution, like a free fillet sent immediately would be better...feeling but not voicing my opinion that this would be a better solution since receiving underweight steaks did not bode well for a reorder.
Nicole responded by passing the buck up to their meat processor whom she claimed had FDA approved scales. When I expressed dismay over her questioning my veracity I asked if she or her boss wanted a two star review or five stars? After waiting four hours, Nicole replied that she had talked to the owner and he asked for pictures of the underweight steaks (now eaten), questioned the digital scale I was using and demanded a picture of the uncooked steaks.
By this time, I was a bit insulted that they would feel that I was wrangling them for a free filet after demonstrating me willingness to pay $50.00 per pound. I told them to keep their steaks and delete me from their custome base, adding that business must be very good to throw a new customer willing to pay high prices, under the bus while arguing over a making it right.
Caveat Emptor. read more