I am describing my experiences as a mail order customer…read more
My experiences with Petrossian have been as the unlucky recipient of a styrofoam cooler filled with broken glass from wholly unprotected, loose bottles of truffle products, and as the unfortunate purchaser of a Christmas gift gone figuratively sour.
My first encounter in 2023 was when a loved one sent me a Petrossian surprise, but it was not the surprise he intended.
Petrossian neglected to carefully wrap the three glass items separately to protect them from each other. The three glass items were placed together into a single bubble wrap bag, and the bag was placed into a much larger boxed styrofoam cooler. The jar of truffled chocolate items arrived smashed. Pulverized glass shards coated the interior of the bubble bag, and presented an unpleasant surprise hazard to me as I eagerly reached into my Petrossian package.
Not only did the truffled almonds get destroyed, but pulverized glass shards coated the fleur de sel and the truffle soy sauce; glass shards were stuck to the sticky reverse side of the fleur de sel label, and also made their way into the underside of the jar lid. Glass shards also stuck into the plastic seal of the truffles soy sauce lid. Luckily, nobody was hurt.
Needless to say, this is not the high-quality experience my friend intended for me to have from Petrossian.
I requested a well-packaged replacement for these three items, and Petrossian did follow through with a full and appropriate replacement. The customer service email indicated that my loved one's and my experience had been "completely unacceptable."
Note: This was two and a half years ago. It transpired nowhere near a peak holiday season. Believing Petrossian that our gift exchange experience had been a fluke, I placed a holiday order on Thursday. I chose only non-perishable items, I paid their mandatory $29 shipping for a today non-perishable delivery, I selected the "require signature for delivery" option, and I went about my life, secure that my loved one would receive his items before leaving for the Christmas holiday. After all, he only lives in Manhattan...what could go wrong?
Tuesday, the promised delivery date, I received an email from Petrossian customer support:
"We greatly apologize that we have to inform you that there has been an issue with your order. It appears there was a glitch in our system and your order was not processed to be shipped for delivery Monday, December 22, 2025 as you requested.
"For this inconvenience, we would like to upgrade your 2-day shipping to priority overnight shipping at no additional charge to you. We would like to make sure your order arrives in time for Christmas and can have it delivered tomorrow, Wednesday, December 24, 2025 or a future date at your convenience.
"Please respond to this email confirming what date you would like your order to be delivered."
It is what it is. Things happen. As I was preparing to respond to Petrossian's email, I noticed that Petrossian had simply gone ahead and dispatched the order without my express instructions on what delivery date would be adequate at this point. My loved one is on holiday now.
Oh well, it's Christmas, and apparently attention to detail is nowhere to be found at Petrossian this time of year. He'll just pick up the FedEx tag and sign it when he gets back, right?
Wrong. In their zeal to deliver as subpar and experience as possible, Petrossian failed to require a signature at delivery.
Several things in life are assured: death, taxes, and a freshly-delivered package sprouting wings and flying away the second it hits a city doorstep. Christmastime or no.
Of course, no representatives were available to take my call or to respond to my email on the eve of their last work day before a major holiday. Yelp is open 24/7.
This duo of negative customer experiences has been frustrating and unacceptable to receive from a luxury goods business. As everyone but Petrossian seems to know, when purchasing luxury goods, one is really paying for a smooth, seamless, elevated experience start to finish. You can rest assured that I will never visit or order from Petrossian again. Fish eggs and fungi aren't difficult to source from a reputable purveyor.