I gave Feather Blade Butchery two opportunities to earn my business, and unfortunately, after what…read moretranspired, I can no longer recommend this establishment.
I have tremendous respect for small businesses and understand the challenges of operating one. I also believe businesses should be given an opportunity to correct mistakes before customers rush to judgment. That's exactly what I did here--not once, but twice.
I originally ordered a customized grind for Persian-style koobideh kebab. I specifically requested approximately a 70/30 meat-to-fat ratio using selected cuts because the proper fat content and texture are essential for this type of kebab. The entire reason I chose a specialty butcher and paid a premium was for that customization.
The first batch was considerably leaner than requested and resulted in extremely dry kebabs. Rather than immediately posting a negative review or demanding my money back, I contacted Feather Blade and gave them an opportunity to correct the problem.
They assured me the second batch would be prepared correctly. I appreciated their willingness to address the issue so much that I actually gave Feather Blade a five-star review for what I believed at the time was excellent accountability and customer service.
Unfortunately, the replacement batch had a different problem. Although the fat content appeared much closer to what I requested, the meat was ground extremely fine--almost to the consistency of a pâté rather than the coarse grind needed for koobideh. I nevertheless spent additional money on saffron and other ingredients and tried everything possible to salvage it. Once placed over the open flame, the kebabs began falling apart.
Last week, I called and spoke with Tyler, who identified himself to me as the store manager. To be clear, I wasn't asking for a cash refund. Tyler offered to prepare the meat again in front of me, but after two unsuccessful batches, I respectfully declined taking a third chance. Instead, I asked whether the approximately $67 I had spent could simply be applied toward veal shanks. Tyler agreed and told me there would be no problem applying the $67 credit toward that purchase.
That resolution was perfectly acceptable to me.
Then came Thursday.
When I was ready to pick up the veal shanks, I was informed that the owner would not honor the full credit. Instead, I was told that because they are a small business and had already taken a loss trying to satisfy a customer who "wasn't happy," they would offer only a 40% discount.
That completely changed my opinion of this business.
I wasn't looking for a handout. I paid the price Feather Blade charged me for a customized product, and in my experience, they failed to deliver that product correctly twice. More importantly, after management offered a specific resolution that I accepted, ownership subsequently changed the terms.
My subsequent conversation with the owner was equally disappointing. Rather than feeling that my concerns were being heard and addressed, I felt the conversation became defensive and argumentative. That's ultimately why I decided to remove my previous five-star review and replace it with an account of what actually happened.
Small businesses absolutely deserve our support--but being a small business doesn't eliminate the responsibility to deliver what a customer paid for or to honor a resolution that management has already offered.
There are numerous butcher shops and grocery stores throughout Las Vegas where consumers can purchase excellent meat, including Whole Foods Market, Costco, Albertsons, Vons, and Sprouts. The reason I was willing to pay more at a specialty butcher was for expertise, customization, consistency, and customer service. Unfortunately, based on these two experiences and the way the situation was ultimately handled, I don't believe I received those things.
I genuinely wanted Feather Blade to become my go-to butcher shop. That's why I gave them a second opportunity and initially rewarded their response with five stars. Unfortunately, I now feel very differently.
Based solely on my personal experience, I cannot recommend Feather Blade Butchery. Consumers can make their own decisions, but I believe they deserve to know exactly what happened so they can make an informed one.
UPDATE: Regarding the owner's response, I was told by the manager there would be "no cost" after I declined a third attempt and asked to apply what I had paid toward veal shanks. Whether the exact words "$67 credit" were used is semantics. This was never about free meat. I paid for a customized grind that was incorrectly prepared twice. A business cannot characterize that simply as a customer being "unhappy." I expected the product I ordered and the resolution communicated by management to be honored. Readers can judge both sides for themselves.