Report: #1062585

Complaint Review: Capital Meats

  • Submitted: Thu, June 27, 2013
  • Updated: Thu, June 27, 2013
  • Reported By: LadySines — Hagerstown Maryland
  • Capital Meats
    P.O. Box 1210
    Stephens City, Virginia

Capital Meats AKA Bobby Enders, Manager (DC office)Jim, Supervisor (DC office)Nick, Saleman/Driver (DC office) Shorted me a case of steaks, delivered under quality meats, & kept breaking appts to fix problem, disrespectful Stephens City Virginia

*Author of original report: Problem resolved

Show customers why they should trust your business over your competitors...

I had 2 guys show up at my door unexpectedly. They had some meats on their truck that apparently 1 of my neighbors canceled and they needed to "get rid of" and needed my help. I was kind enough to let them in and listen to what they had to say. 

First, they tried to sell me 14 cases of meat for just under $3,000 but after explaining to them that I just don't have that kind of money sitting around on a whim there were deals given and declined back and forth and we finally settled on a "buy 3 steak cases and get 2 chicken cases & 1 seafood case free". While they were bringing them in, searching for space in my freezers; I was writing my check and looking in their brochure because I had not seen their products before. I realized that they meats are not labeled so I asked that the boxes be left so I could refer back to what I received, however, during all this chaos 1 of them remembered that they "forgot" to tell me about the pork they had to offer so they were talking me into purchasing that case as well. So, I fell for that one too. While writing a 2nd check for them I was not paying attention to what was being brought in and unloaded and the boxes disappeared. I had to go back out and ask them to bring me at least 1 box of each product back in to me so that I had them. They forgot they were supposed to leave them and brought 1 of each back.

Unfortunately, my husband got home late that night so I didn't get a chance to show him what we got. The next day my family threw a surprise 25th Anniversary party for us so we were busy all day that day. The following day, which would be 3 days (not 3 business days) later; I was showing my husband what we received and I realized that we were shorted a case of steaks. I immediately called the superivsor of the delivery that day and he said he would follow up with me on Tuesday (2 days later which would take me past the 3 business days to cancel the order if I wanted to which that isn't what I was intending to do) but he knows that I received everything I paid for. I hadn't heard from him so I called him. We scheduled an appt for 12-2. He called back. Couldn't make that appt. Office was too busy to leave. Made an appt for the following day (Wed) for 3pm but he would call at 9:30am to confirm. Hadn't heard anything by 1:20 so I called him, wasn't going to be able to make that appt. because he said we had schedule for Thursday at 1pm. So I said ok, we'll do Thursday at 1pm. At this point I was just frustrated and called customer service. Dawn was wonderful! She got the complaint ticket written up. However, I didn't hear anything back from them until the next day (Thursday) from Jim, the supervisor who left me a message saying that he got word I called customer service and I received the meats but I would hear from Nick (the salesman/driver) and he would be up today to count the pieces to show me I got what I paid for. Then Nick called. He was in another state for the next 2 days and couldn't come until Monday...this is Thursday. In the freezers are packed full. I can't share the meat, use the meat because I am waiting for them to come and count it to prove I didn't get what I paid for. I told Nick I wanted someone from his office at my house today so that I can use the product that I paid $1300+ to eat and use and he said he'd have someone here between 1 & 2pm. At 2:45 I called customer service because once again, I had not heard or seen anyone and yet another day I had wasted sitting here waiting on them. Dawn advised she would contact Bobby the Manager of that office and have him get in contact with me. Boy was that a mistake! He was the most unprofessional, disrespectful customer service person I had ever spoken to. He told me I signed for my order stating I received it. That I could not cancel my order because MD state law gives me 3 business days to put in writing to the corporate office in a certified letter that I wanted to do so. I had no intentions to cancel the order, I just wanted them to make it right but after all this frustration I am very seriously considering canceling the order and using any means necessary to do so. I will not be threatened. Bobby claimed our phone call was recorded however he did not warn me of that in the beginning of our conversation (as required by law) but I think it's wonderful if it was because his upper management needs to hear how he handles his customers!

I am currently waiting to hear back from the corporate office now to see how they are going to handle this situation. I understand people make mistakes. It's how you handle those mistakes that make you the person/company who you really are. So we will see. As of right now...the BBB is the next on my list to contact.

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#1 Author of original report

Problem resolved

AUTHOR: LadySines - ()

After all the hard work of Dawn in Customer Service and Sonya at the Corporate office I had my problems resolved. Doug, a customer service manager came to my house and corrected the situation with the utmost professional, respectible presence. I was very pleased with the way they handled getting the problem fixed for me. I will continue to remain a customer with Capital Meats (as they do have a great product, since we've had the opportunity to give it a try) as long as I do not have to EVER deal with those people that original had contact with me before and were so disrespectful and irrogent. Doug and Dawn will now be my point of contact and I will be happy as a squirrel in autumn! Thank you Capital Meats for standing behind you product and resolving issues in a respectable manner!

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