ComplaintsforOttawa Valley Meats

• Initial Complaint

  13/12/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Made an order to Ottawa Valley Meats of 1/4 mix quarter of cow. Delivery received Oct. 2, 2021. Deficiencies included the fact that the order was better than 50 % ground beef, (83 lbs to be exact), no date stamps on the packages, or brand/packager. First resolution was to swap out the beef, which occurred two weeks later, on October 16. Please note that it took OVM better 5 days to even respond, carrying on about being a small family run business that couldn't address the issue quickly. We returned the original quarter, and received a different quarter on October 16. This one was delivered with semi thawed meat, and broken packages, meat stuck together, bleeding into the boxes. It was also substantially less than the original quarter, but the price didn't change any. (Note: I was told ok to use some of the meat we received from order 1, and I documented the 4 steaks that we used) I have emailed, telephoned no less than 4 times, and have received no response. I am being ignored, *** * ** *** ****** *** ****** ****** *** ********* ***** *** ******* ** ** *** **** * ******* **** ******* 

  Business response

  13/12/2021

  We immediately responded to the customer upon first contact. We reiterated that there was no implicit or explicit guarantees with a quarter beef. We offer both an a la cart service and mixed quarters, the former is designed for those who want an exact quantity of a certain product. Despite this we had a rush order on another beef slaughtered, hung and quartered for the customer. As a courtesy we allowed the customer to use what she needed from the previous quarter until we could deliver the new quarter. 

  We abide by and run all our operations by ****** regulations, we maintain the chain of cold from processing to delivery, including a fleet of refrigerated vehicles. Product was delivered according to description, once the product is at customer's home we cannot control what is done with product. 

   

  Customer response

  14/12/2021

  
  Complaint: ********
  
  I am rejecting this response because:

   

  The so called "prompt" resolution took a week to receive acknowledgment.  Furthermore, when the trade took place, the beef received was starting to thaw, and packages damaged, with blood inside the bottom of the boxes.  Also, when complained about the second order with the condition in which it was received, I have received NO RESPONSE.  Ottawa Valley Meats was contacted no less than 4 times, to include their president, Darius.  My complaint was completely ignored.

  If reading their explanation correctly, which I believe I am, Ottawa Valley Meats is saying they had to slaughter another beef to make the situation right.  That being said, their meat is supposed to be aged 28 days, according to the description on their website, except below from the description:

  "Product Description
  Always raised locally and 100% grass-fed in a natural, free-range environment. Then perfectly dry-aged for 28 days to enhance the already full flavour. Like all of our products, our Black Angus beef is completely antibiotic and hormone-free.
  A Quarter Cow is not for the occasional meat-eater or those with limited freezer space! Each Classic Quarter Cow is hand-cut, quickly flash-frozen and butcher paper wrapped in a 220-lbs (gross weight) package.
  We work with farms that only produce the cleanest, healthiest and ethically-raised local meats. All meat is Federally or Provincially Inspected according to Canadian Food Inspection standards."

  I received the meat in 2 weeks.  Of the "220 lbs gros weight", the first shipment, at just over 1300$, contained better than half hamburger. (we understand "gross weight" on beef means the hanging weight less waste, for approximately 60-70% yield of 220 lbs)  The second order, as noted, contained damaged packages, and was thawing, containing 63 lbs of hamburger, and the rest in steaks and roasts.  

  I don't accept the explanation at all, as they did not acknowledge the damaged product in the least, and chose to ignore the situation.  The quality of the product delivered on exchange was not according to order.    ****** *** *** ****** ******** ** *** ******** ****** ** **** *** ** *** ****

  
  Sincerely,
  
  *** ******

  Business response

  14/12/2021

  The customer received the quarter cow as described. We hang all our beef for 28 days, but we replace one carcass as soon as one if processed, hence slaughtering a new beef in order to fulfill this order.

  The beef was swapped out and delivered as per request. As previously mentioned, we cannot control the exact breakdown of a carcass or what the customer does after the fact. This report is brought to the BBB 2 months after delivery, on a perishable product we find this highly suspect. We cannot and are not in the business of cutting mixed quarter cows, and replacing them until a customer is satisfied. This is NOT an a la cart product and is priced accordingly. There is no implicit or explicit guarantees on the packaging or breakdown of the beef. We complied with all and any ****** safe food handling and packaging procedures as well as maintaining a chain of cold.

  The customer is free to return the product in full to our depot and receive a refund should she desire. 

  Customer response

  16/12/2021

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I take offense to the fact that they are disputing the that it took so long to file the complaint to the BBB, and that in itself is "suspect".  We were giving them a chance to respond to the complaints.  They chose to ignore all emails, voice mails and such in this regard.  They still have not addressed the fact that the product was starting to thaw and packages were damaged.  The first date of contact was on the date of delivery of the second shipment.  Furthermore, their original response states they rushed a slaughter for replacement, and now they are saying something different.

  Again, at this point, we can't return the product, as we cannot keep isolating it in a freezer, taking up MY HYDRO, and space in MY FREEZER, and have begun to use it, as we have no real choice, as this company would not respond or acknowledge the second complaint.  The product is substandard, and was delivered damaged and semi thawed.  A partial refund should be issued by the company.  

  Their excuses of "we're a small family run company, and can't respond to complaints very quickly" is exactly that, an excuse.  As we watch all the expansions of this company, to include a new retail outlet Kanata, one would think they have the staff to ensure quality service and such to their past customers.  May I add, I have ordered from this company prior to this issue, and have been satisfied, but this is a situation is just not excusable.   

  On the point of "no control of how the ratio of a quarter of beef works out in terms of cuts", this is understood, however, when one purchases a mixed quarter of beef, the usual ration is approximately 40% hamburger, 10% stewing beef and soup bones, the rest in steak/roasts.  Quarter #1 was better than 50 % hamburger, quarter # 2 almost meets the perceived correct ratio, however, again, the product was damaged, and starting to thaw.  THEY ARE NOT ADDRESSING THIS AT ALL.  * *** ******* ************* ** *** ****** ** ***** * **** ******* **** *** ************ *** * *** ** *** ***** ***** **** **** *** ********   

  Sincerely,
  
  *** ******

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