ComplaintsforNew Braunfels Smokehouse

• Initial Complaint

  11/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  18 Nov ordered product, got email notification on 20 Nov saying it shipped 2nd day air with *** which I paid the shipping. Called 27 Nov because I couldn't get a hold of anyone at that business over holiday. I was told they were sending it out that day. I wanted the shipping expense refunded at that time because they didn't meet the promise stated in ordering and email. They said they couldn't do that so they would send me the product free of charge. I noted the product shipped on 27 Nov but today, 29 November, I saw it was requested to be sent back by shipper. Called them and got the excuse that supervisor was not in to help me, so again nothing was resolved. They have stolen ***** from me. This is fraud and I want it posted as such with this complaint.

  Business response

  12/01/2023

  Customer placed her order Nov 18th and requested it to be shipped the week of Nov 27th. Because of the amount of orders we are packing this busy time of the year, we have to get a head start packing them. Hers was packed on Nov 21st so it would be ready to ship on the 27th. When she called to inquire about her order, she got rude with the operator. We are not here for punching bags, and do honor our satisfaction guarantee. The website does say the product would be shipped "the week of", not on a specific date. We called *** to have the package returned back to us so the credit could be issued. It was returned today, the credit of $94.95 was issued and customer marked BAD since she told us she would never order again. "Being nice sure gets you a lot further than being a Grinch.

  Customer response

  12/04/2023

  Complaint: 20934362
  
  I am rejecting this response because:
  Response is not true. The customer service agent on the day I called said they could not refund shipping since it said 2 day shipping and I paid ***** for that shipping. She told me instead that they would send the package out on 27th with no charge at all. The package shipped the 27th but on 30th, it said it was being returned at request of the shipper. They promised something, took it away, then I couldn't talk to anyone because they didn't have a supervisor. Don't want to do any further business with them but consumers need to know their fraudulent shipping guarantees and untrustworthy attempts to make their mistakes right. Bad business practices for sure.
  Regards,
  
  ****** Best

  Business response

  12/04/2023

  This is not from *********************, but *********************. Ms. **** placed the order online and requested the package to be shipped the week of Nov 27th. it was packed on Nov 21st because we are busy packing a lot of orders. She was unable to track it until the 27th. When she call and was rude with multiple operators, the package was called back and the credit of $94.75 was issued back to her MC ending in ****. She let us know that she would not be ordering anymore, so her account was coded as such. There is nothing more that we can do for her. I'm sorry that it ended this way. 

  Customer response

  12/04/2023

  Complaint: 20934362
  
  I am rejecting this response because:
  
  Regards,
  
  ****** Best

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