Complaints

This profile includes complaints for Prime House Direct, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Prime House Direct, Inc.

  10 Celebration Way Peachtree City, GA 30269-1094

• 

  Prime House Direct, Inc.

  5081 Union St Union City, GA 30291-1439

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/28/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I feel scammed as I jumped on the 20 ribeyes for 40 bucks deal abd they are paper thin and honestly rip when Grilling. This is why I was ***** about buying from a truck but I won't anymore as this experience had proven my gut was correct. I have emailed several.times and also called their dm.*** with no call back . Attached are pics.of their ***** ribeyes

• Initial Complaint

  Date:04/23/2025

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/18/2025 I purchased the 20 Ribeye steaks for $49.99 deal from a truck in *****************. I'm extremely disappointed with the quality of the steaks I received. The steaks were paper thin, tearing apart easily, slimy and did not resemble ribeye cuts or even BEEF at all. It was On top of that, the taste was unpleasant, and the meat did not seem fresh in the slightest. The way the steaks were packed made them appear thicker at the time of purchase, which felt misleading. Overall, the quality of this product was far below what was expected and advertised.I am requesting a full refund for this purchase. Please note that I do not want any replacement products or future offerings-l have no interest in receiving anything else from your company. I simply want a refund for this order due to the very poor quality and taste.

  Business Response

  Date: 04/27/2025

  Thank you very much for contacting Prime House Direct - we will contact you at the number you provided for further informaion.

  Robert 

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23242429
  
  I am rejecting this response because:

   

  I have not received a call or any other form of contact from this company to discuss my complaint and my refund.
  
  Sincerely,
  
  Tiana S

• Initial Complaint

  Date:04/07/2025

  Type:Delivery Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase a truckload box on 4/2/2025. I placed all meat in the freezer. I attempted to grill some steaks on 4/3/2025. My meat was gray and discolored and it had an awful smell: Ive tried several times to reach out to prime direct but no one is responding. I spent ******

  Business Response

  Date: 04/08/2025

  Thank you for reaching out to Prime House Direct and providing your receipt. I will contact you today, my number is ************, please each out to me at any time. 

  Rob 

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23172075
  
  I am rejecting this response because: this business owner never reached out to me. I called him twice to let him know my meat smelled spoiled and some of my food way gray. The owner requested pictures in which I sent but he still hasnt gotten back to me. he was rude and said it came from the film of the package. Attached is how gray my meat was. Then on top of that, he takes days to response to text messages and he definitely doesnt return phone calls! I would like a refund of some sort! 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:11/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  -I purchased a frozen chophouse box of meat from their truck located in ***********, ** on Aug. 15th for $384.02 and immediately put them in my deep freezer. They claim a guarantee.-I thawed and attempted to cook 2 different steak cuts on Aug 15th and Aug 16th. Both thawed and lost shape and appeared mushy and falling apart. Taste and texture when cooked were not like meat and it was not edible -August 19th i filled a complaint on their online form asking for a refund and received no confirmation of submission -Aug 19th sent email following up on form submission. Received response with phone number saying to contact general manager ****** directly. Call with no answer -August 22nd left message for ****** after no answer.-Emailed primehouse Aug 29th to follow up with no response from calls to ****** and response was to call him directly -Finally had ****** answer on Oct 23rd. He stated he would look into if something occurred with that specific batch as it's abnormal for them to get complaints. I requested a refund. Texted him pictures of the "filet" cut of meat thawed. He said he would call back and i have not heard back.

  Business Response

  Date: 11/17/2024

  Please send a copy of your receipt to ****** at **************************************************************** and a number for him to contact you,if something isn't right ,we will make it right .like all companies you would have to return your purchase the same way it was taken .sorry the 15th was Friday and we're closed on the weekends. Sure ****** will contact you on Monday .thanks 

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22566140
  
  I am rejecting this response because:

   

  Hello,

   

  This is in regards to complaint ID ********. I was going back and forth with the business and forgot to respond within the 7 days. I heard from them and they asked for an address for who is requesting a refund without directly saying they would send a refund. I word it this way because I have yet to receive a refund and when reviewing communication with the business noted the wording choice as interesting and noncommittal. 

   

  So as of today I have not been satisfied with the businesses response and think it very shady they have a satisfaction guarantee when they avoid returning calls or addressing feedback directly to resolve problems.  I happen to have capacity, knowledge, and resources to be able to keep at this however feel for all of those individuals who don't and get scammed by this company. 

   

  I'm unsure if it matters for you as it's past the 7 days but wanted to update you as I am beyond frustrated with this company and their lack of professionalism.  

   

  Thank you for your time,

   

  ****** ********

  
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 02/13/2025

  Contacted purchaser, a full refund is processing and will be mailed this week.

• Initial Complaint

  Date:11/15/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  EXTREMELY UNSATISFIED - My partner and I thought we were getting a great deal but shortly fell ill after consuming Prime House Direct. When thawed the meat has a film to it and looks rather sluggish. We spent $699 on this thinking we were getting actual good meat. I am very unhappy about this situation and request an immediate refund. This is unacceptable. I have also reached out to the ** *** numerous times but he has not answered. I would appreciate it of someone reached out to me directly via phone with the number provided on this case. I also would like to have the option to email my receipt to someone who can resolve this issue for me. I am at a lost for words, fell ill from this meat and tried to reach out to ** and no response. This is hard earned money, $699 is a lot of money to spend on something that makes you sick.

  Business Response

  Date: 11/15/2024

  A refund is being issues for an agreed upon amount. Please allow ten days for refund to be received. Thank you for allowing Prime House Direct the opportunity to resolve your concerns. 

  Customer Answer

  Date: 11/16/2024

   
  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.

  *Currently waiting for my refund to come via mail* once received this case can be officially closed. Thank you. 
  
  Sincerely,
  
  ***** T

• Initial Complaint

  Date:11/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I am extremely unsatisfied and very unhappy with my purchase with Primehouse Direct. When thawed the meat has a grey and slimy film over it and an odor. When consumed it made my partner and I sick. I am filing for an immediate refund.

  Business Response

  Date: 11/10/2024

  Thank you for reaching out to Prime House Direct. Customer satisfaction is our top priority. Please contact *** at ************ as he will work with yo to quickly resolve your concerns. Please have your receipt available. Thank you 

  Customer Answer

  Date: 11/15/2024

   
  Complaint: 22536029
  
  I am rejecting this response because: 

  It has not been resolved. I have called *** numerous times and it goes straight to voicemail. He has not picked up. I'm requesting that someone reaches out to me directly via phone with the number provided from this case. 
  

  I would appreciate it if this matter was resolved rather soon as I am extremely unsatisfied with the quality of the meat. This meat has made both my partner and I sick after consumption. 
  Sincerely,
  
  ***** ****

  Business Response

  Date: 11/15/2024

  This is a duplicate request for refund- this issue has been resolved. Please delete one of the complaints, Thank  you 

• Initial Complaint

  Date:09/05/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is misleading customers, about prices of their meat specials!! Its very deceiving..

  Business Response

  Date: 09/14/2024

  Sorry you feel that way we advertise 20 Ribeyes for $39.99 crab legs for $39.99 and we do have those available so maybe I'm missing the issue here if you like to explain you can contact ****** at ************ and we will try to make it right with you if there was some problem on our end thank you and have a wonderful day

• Initial Complaint

  Date:08/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This meat gets me physically ill. Diarrhea, nausea, foul smelling urine and more. When cooking, this product emits a greyish-brown scummy spine which you can clearly see in the attached photos. Need our money back ASAP!!

  Business Response

  Date: 09/09/2024

  Sorry to hear about your experience if you could please contact ****** at ************ and please provide a copy of your receipt and we will gladly take care of this issue.thanks
  

   

• Initial Complaint

  Date:08/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased meat from this company they sent me a tracking number on August 19th saying my items have shipped ***. *** does not have my package it has yet to be shipped and this is all perishable items the last two orders I received from these people I have received spoiled hot packaged meat no dry ice no nothing, there refusing to fix this issue they already charged my card but don't want to send me my product that I purchased I am demanding a full refund

  Business Response

  Date: 08/25/2024

  We appreciate you reaching out to Prime House Direct. Your email has been forwarded to our ecommerce department. Our, GM ***** phone number is ************, he is avaible by phone during normal business hours. 

  Customer Answer

  Date: 08/25/2024

   
  Complaint: 22190211
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 09/14/2024

  Very sorry you're having problems with our online ordering you can contact ****** at ************ and I will personally resolve your issue again I'm sorry on behalf of our company if it was something that was done on our end we will correct thank you and have a wonderful day

• Initial Complaint

  Date:08/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Meat Is weird And It's Slimy. SEEMS like meat glue

  Business Response

  Date: 08/25/2024

  Please give our GM *** a call, ************ as he will work with you to resolve your concerns. Please have your receipt handy.