Cliff Bartlett
R.I.P. 5/17/2021
Last week I ordered a Picanha from Snake River Farm. I had missed the deadline for last weekend, so my order was scheduled for delivery yesterday. Well, yesterday morning and most of the afternoon came and went. I checked my order confirmation and did a track and it stated my order was delivered right around noon. I immediately called Fed Ex and reported my missing order. I told the woman it was perishable meat. She said it would take up to two hours to investigate it. I then called Snake River Farms. A very nice rep took my information and advised me to see what Fed Ex found and let them know. I was outside doing some work and one of my neighbors kids came walking up the road with my order. They had just got home from work and found it sitting on their porch. It had sat on the porch for around 5 hours. Took it in and inspected it. It was still hard as a rock and frozen although the dry ice was done. Placed in our freezer. By this time it was after 7:00 so I planned to call them in the morning. I was pretty upset with Fed Ex as this was the second incident in the last month. Realizing this might just be a local problem dealing more with our route drivers, I graded my satisfaction with a generous C.
The following morning I got an email from Snake River Farms stating that if I still hadn't received my order they would gladly replace it or give me a complete refund. I let them know what had happened and that it was still frozen. I thanked them for their courtesy and follow up. I did mention that it would be nice to have another shipping option such as UPS for future orders. About half hour later I was notified that they would forward my suggestion to their shipping canter as they ship now exclusively with Fed Ex. Lastly, they mentioned they'd refunded my shipping cost back to my card to compensate for my inconvenience. I was impressed with their customer concern, follow up, and of course my shipping refund. They are a good company for sure. I graded them with an A+.
The following morning I got an email from Snake River Farms stating that if I still hadn't received my order they would gladly replace it or give me a complete refund. I let them know what had happened and that it was still frozen. I thanked them for their courtesy and follow up. I did mention that it would be nice to have another shipping option such as UPS for future orders. About half hour later I was notified that they would forward my suggestion to their shipping canter as they ship now exclusively with Fed Ex. Lastly, they mentioned they'd refunded my shipping cost back to my card to compensate for my inconvenience. I was impressed with their customer concern, follow up, and of course my shipping refund. They are a good company for sure. I graded them with an A+.