ComplaintsforParthenon Foods, Inc.

• Initial Complaint

  03/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an online order and received the wrong product. I called the store, and they would not deal with me, told me to send an email (which I did and got no response) I needed the product quickly and the MANAGER OF THE STORE said that he wouldn't help me--the internet and the store are separate and there is no telephone contact available for the internet business-- so he hung up on me. Unacceptable behavior and total lack of resolution for my having the wrong product. Order #PF27262834. Received buccatini and not ziti, as ordered -- will not work in the dish I was to prepare for a special event.

  Business response

  04/02/2024

  Hello,

  The refund was issued for the incorrect items shipped as agreed to per email communications with:

  *******************************
  19 ************************
  ****************** ** 29928

  You refunded $8.96 USD using a **** ending in 7098

  Yes, at the very least.

  Hello,We are very sorry for this.Do you require a refund for those items?<pre>I ordered 4 x 16 oz. of ziti #8. Today, as I went to cook my recipe, I noticed that I received instead Bucatini #2, not the same, and not acceptable. I need the ziti by Saturday, March 22.I am very disappointed and now must find a substitute at considerable expense. Order #PF27262834</pre>

  Customer response

  04/15/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  08/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered imported cheese from this company, and paid for the expedited 2 day priority shipping as recommended by the company. The shipping was expensive resulting in a total cost of $90 for cheese. I have stage 4 cancer and ordered the cheese to show my daughters an old family recipe from ****** that I hope they will continue on after I am gone.To credit of company/carrier the cheese was received in 2 days from leaving company. This is the recommended timeframe per website. The website also states that dairy products are sent in insulated package with ice packs. I had signed up for alerts and got a message the package was delivered. I was at the mailbox as the carrier was still there. I was excited but quickly became very disappointed. I could smell a foul odor from what was a cardboard box. I quickly took in the box and opened.I found no insulated box as website states. There was the cheese, a few melted packing peanuts literally melted on the order slip and a very warm ice pack. I immediately took pictures of everything and sent to customer service. I received what I now know was a generic response, exactly what others have posted in reviews: Your order was packaged in a way so that by the time you receive it the item is not spoiled and still safe to use even if *not received cold.*. The cheese which was to be a hard cheese was soft like melted butter and smelled rancid. Yet here is a company despite seeing the packaging in violation of company policy saying nothing is wrong and go ahead and eat. This would have been extremely dangerous, perhaps deadly.Despite not following policy the company continued with generic responses and refused to properly resend or refund. I requested review by a senior manager but that was refused. The delivery was on August 12, 2023.This is a common complaint on the BBB site with same generic responses posted. This company is aware of flawed and dangerous shipping method but refuses to take action in order to save money

  Business response

  08/28/2023

  Hello,
  
  
  We apologize for any misunderstanding and inconvenience.
  
  
  We would like to be able to assist you in this matter but please note on our cart page:
  
  
  *Only select ***** Overnight shipping for perishable items. Do not use **** for perishable items. The "Delivery Estimate" dates are estimates and depend on when an order ships. Orders normally take 1-5 business days to ship out. If you need your order by a certain day,please let us know in the Special Instructions box. Temperature sensitive items can not transit over a weekend so, depending on the day of the week ordered and destination, some delays may occur.*Please note: To select the best shipping method for your order, read our shipping policies by clicking the link above: "View our shipping policies".
  
  
  You may have not followed our shipping recommendation for example should be shipped with at least a ***** 2 Day service.  We recommend ***** Overnight.  Please make the correct shipping selection at checkout.  Continue? ...
  
  
  and in our shipping policies:
  
  
  If you are purchasing perishable items (such as dairy and meat products)or heat sensitive items (such as chocolate products), we recommend selecting one of the following ***** shipping options: *****:Overnight or 2 Day Air. An overnight service should be selected for frozen meat products; Any selection other than a ***** overnight service is at the customer's own risk. If you select **** for perishable items, it is at your own risk and we will not be held responsible if the items perish. Ground shipping is not recommended for perishable/heat sensitive items (especially in the summer months)unless shipping is to: WI, MN, IL, IA, OH, MI. It is still at the customer's own risk.
  *We will not be responsible for perishables if a ***** overnight service is not selected.
  
  
  We are sorry, but we cannot honor a return, refund, or reshipment for this order.
  ***** overnight shipping was not selected. The order was delivered as scheduled by the shipping service selected. The product(s) shipped were as advertised.
  Please read our shipping and returns policies for more information.
  *************************************************************
  
  
  Please note that we have already communicated our final business decision on this issue in response to your inquiries. Future inquiries regarding this matter will not be addressed. We are happy to assist with any other questions you may have.
  
  
  Sincerely,
  ParthenonFoods.com
  
  

  Customer response

  08/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]

  the business has failed to respond to the issue I raised which is that they did not use an insulated package which their website states they do for dairy products. Instead they sent the same copy/paste response about delivery option that they put in other complaints here by other customers. Again the issue is not how long it took to ship, I received in time. The issue is that they failed to follow their own policy and use an insulated box. They put dairy just in a cardboard box meaning it could not stay cold and was spoiled within hours. This is a common complaint against this company that they refuse to address but rather give a response for a completely unrelated/irrelevant issue 
  
  Regards,
  
  *****************************

  Business response

  09/02/2023

  Hello,
  
  
  We apologize for any misunderstanding and inconvenience.
  
  
  We would like to be able to assist you in this matter but please note on our cart page:
  
  
  *Only select ***** Overnight shipping for perishable items. Do not use **** for perishable items. The "Delivery Estimate" dates are estimates and depend on when an order ships. Orders normally take 1-5 business days to ship out. If you need your order by a certain day,please let us know in the Special Instructions box. Temperature sensitive items can not transit over a weekend so, depending on the day of the week ordered and destination, some delays may occur.*Please note: To select the best shipping method for your order, read our shipping policies by clicking the link above: "View our shipping policies".
  
  
  You may have not followed our shipping recommendation for example should be shipped with at least a ***** 2 Day service.  We recommend ***** Overnight.  Please make the correct shipping selection at checkout.  Continue? ...
  
  
  and in our shipping policies:
  
  
  If you are purchasing perishable items (such as dairy and meat products)or heat sensitive items (such as chocolate products), we recommend selecting one of the following ***** shipping options: *****:Overnight or 2 Day Air. An overnight service should be selected for frozen meat products; Any selection other than a ***** overnight service is at the customer's own risk. If you select **** for perishable items, it is at your own risk and we will not be held responsible if the items perish. Ground shipping is not recommended for perishable/heat sensitive items (especially in the summer months)unless shipping is to: WI, MN, IL, IA, OH, MI. It is still at the customer's own risk.
  *We will not be responsible for perishables if a ***** overnight service is not selected.
  
  
  We are sorry, but we cannot honor a return, refund, or reshipment for this order.
  ***** overnight shipping was not selected. The order was delivered as scheduled by the shipping service selected. The product(s) shipped were as advertised.
  Please read our shipping and returns policies for more information.
  *************************************************************
  
  
  Please note that we have already communicated our final business decision on this issue in response to your inquiries. Future inquiries regarding this matter will not be addressed. We are happy to assist with any other questions you may have.
  
  
  Sincerely,
  ParthenonFoods.com  

  Customer response

  09/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  This is the exact same copy and paste response that they previously provided on this complaint and to other customers. Sadly they once again fail to even attempt to address the issue I have raised. There is absolutely zero issue with the time it took to receive the dairy products. I paid for expedited shipping and received immediately. I have never once raised an issue with the amount of time shipping took.

  The issue was and remains that the company did not follow their own internal policies in shipping dairy products. Per their own website, dairy products are shipped in insulated packaging. I have attached a photo of the website stating this policy. Obviously this is a needed policy when shipping dairy. However as evidenced by the additional photos attached, the company failed to follow this necessary policy and shipped dairy in a non insulated cardboard box. Simple common sense will tell you that shipping dairy in a non insulated cardboard box means that it was spoiled within hours, likely before even leaving their facility (side note this was shipped in August). This is the sole reason for the item to be spoiled and something the company has refused to even attempt to address. This is not only awful business but extremely dangerous. As a current stage 4 cancer patient, eating this could have been deadly.

  The good news is that a complaint was filed with PayPal where payment was made. The company did fight the claim with the exact same copy/paste response here addressing a fictional shipping response and not addressing the packaging. The independent reviewer ruled in my favor and charge was reversed despite this companys objection. The company could have had a repeat customer had they admitted to the packaging error and did the right thing. Instead they refuse to even read the reason for the complaint and respond to an irrelevant issue that doesnt exist. Buyers need to be aware of this company and how they treat customers.

  Thank you

  Regards,
  
  *****************************

• Initial Complaint

  01/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  First they send me the wrong product, then they ask me to repackage it and drive it to the post office and return it, before they will send me the correct item. So I did, then the new item they shipped was poorly packaged according to ***** and it got damaged and could not be delivered. So I reach out after all this trouble and ask how they are going to make it right and suggest they send it again and give me a refund or credit. Their reply, we will only refund you or ship you another package. This was after more than 2 weeks from the initial order. The employees in charge of orders have no since of customer support. They just don't care. I will never do business with this company again.

  Business response

  01/23/2023

  Hello,

  From the information provided, we are unable to locate this information.

  Customer response

  01/24/2023

  Still no refund for the items that never arrived. What a terrible company: *****************************************************************************************

  Business response

  01/31/2023

  Your shipment
  1Z987ER10331031141
  
  
    Delivered On
  Saturday, December 17 at 11:20 A.M. at Porch
  
  
  
  Delivered To
  *********, ** **

  Customer response

  02/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ***************************

• Initial Complaint

  11/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This business is substituting products other then advertised and then refusing to offer a refund for shipping costs which is three times what the product is worth to have it shipped back. Ive uploaded pics of what they are advertising and what was received.

  Business response

  11/30/2022

  Hello,

  The correct item was shipped as advertised.  The packaging has changed from the manufacturer. 

• Initial Complaint

  07/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for Frozen Gyro meat from Parthenon Foods and received it on 7/21/22. When I opened the package the product was warm and it's grease seeped throughout the packaging. Clearly a food safety issue. I paid $40 for shipping. The company refuses to help resolve this issue or process a full refund. Please help!

  Business response

  07/28/2022

  Hello,
  
  
  We apologize for any inconvenience.
  
  
  We would like to be able to assist you in this matter but please note in our shipping policies: 'If you are purchasing perishable items (such as dairy and meat products or heat sensitive products such as chocolates), we recommend selecting one of the following shipping options: Expedited Shipping which will be either: 2 Day Air, (3 day)Express Saver or (1 Day or 2 Day) Home Delivery. Expedited shipping should be selected for frozen meat products.
  Any selection other than an Expedited shipping for perishables or heat sensitive products is at the customer's own risk.
  *We will not be responsible for perishables or heat sensitive products if Expedited shipping is not selected.'
  
  
  We are sorry, but we cannot honor a return, refund, or reshipment for this order. Expedited shipping was not selected. The order was delivered as scheduled by the shipping service selected. The product(s) shipped were as advertised.
  Please read our shipping and returns policies for more information.
  http://www.amazon.com/gp/help/seller/shipping.html?ie=UTF8&orderID=&asin=&seller=A11UN9M6O9YNVF
  
  
  http://www.amazon.com/gp/help/seller/returns.html?ie=UTF8&orderID=&asin=&seller=A11UN9M6O9YNVF
  
  
  Please note that we have already communicated our final business decision on this issue in response to your inquiries. Future inquiries regarding this matter will not be addressed. We are happy to assist with any other questions you may have.
  
  
  Sincerely,
  ParthenonFoods.com Tell us why here...

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩