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:07/24/2024

  Type:Service or Repair 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.

  Went to the truck event they were having because they had a good deal on ribeyes, 20 for *****. Bought the ribeye, catfish and shrimp. Got home and the ribeyes were extremely thin and the catfish partially thawed. I posted to their fb and they deleted my comment. Posted again with pic of the ribeye and they blocked me. As a customer why cant I let other customers know what the products look like.

  

  Business Response

  Date: 08/02/2024

  Thank you for reaching out to Prime House Direct with your concerns. Your contact information and reciept has been forwared to our General Manager. *** will contact you within five days. His cell number is ************ if you would like to reach out to him. 

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22039693
  
  I am rejecting this response because: GM never reached out to me. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/30/2024

  A full refund has been issued for ****** to 

  *************************
  ***************
  ********, ** 12401

  Not sure what else to do. Thanks ***********;

  Customer Answer

  Date: 08/30/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/14/2024

  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.

  I just meat from this truck on Thursday I thawed my meat out to cook it was gray and had a funny smell and i dont who to contact about a refund I spent $306 on bad meat

  

  Business Response

  Date: 06/16/2024

  Thank you for reaching out to Prime House Direct. We pride ourselves on providing a quality product with excellent customer service. Your concern has been sent to our GM, *** who will be contacting you; ***'s number is ************, if you would like to contact him directly. Please have your receipt handy to expedite resolving your issue. Thank you  

• Initial Complaint

  Date:05/16/2024

  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.

  On 5/15, I purchased (2) boxes of ribeyes ($40/each) and (1) box of snowcrab legs ($40), when I got home, I set out a few steaks to thaw for cooking today. This morning, when I checked the thawed meat it had a funny odor and when I cut the plastic that it was encased in, the meat felt slimy, and the odor was more pungent. I am not going to feed my family this meat that appears to be old(outdated) or spoiled. I contacted the vendor (Prime House Direct) and was told they would not refund, even though I told them, I will return all but the (4) individual steaks that I set out to thaw. I would even show them but was denied. As much as I enjoy a nice steak, I would rather go vegan than to eat anything from these boxes.

  

  Business Response

  Date: 05/17/2024

  Thank you for reaching out to Prime House Direct - we guarantee all of our products and look forward to resolving your concern. Please send your receipt your Rob - ************

  or by email ****************************************************************

  Thank you 

• Initial Complaint

  Date:05/03/2024

  Type:Service or Repair 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.

  On April 19th, 2024, my husband purchased 20 ribeyes for $40.00 at an event that was located at ******* in ***********. I want a refund. And here's why I'm demanding a refund in full. 1. The steak that you claim to be ribeye isn't at all ribeye steaks. 2. They're spoiled, and he came straight home and put into the freezer. I pulled 4 very thin "ribeye" steaks out the morning of April 22nd,24. They were placed on a plate and put into our refrigerator. When it was time to cook the so-called ribeyes, I opened, and it was spoiled, let alone it wasn't a ribeye. I opened another 1 and spoiled. They have more knowledge on how to rip people off and sell them what you call a certain piece of meat when, in reality, it's junk.My dad was a butcher, so I'm well aware of the proper cuts of meat. My husband reached out, and nothing has been done to fix this issue. Was told someone is calling him and nothing. I want a full refund. I received a call 4 days after I sent something, and this man claimed to be from the legal department of the organization, but he had no idea who it was to speak with or why he was calling. He went on to call me names as I called him a liar for claiming that they tried 6x to reach out. And the names weren't nice. I'm waiting for a refund. I'm now on day 3 of waiting.

  

  Business Response

  Date: 05/06/2024

  Thank you for reaching out to Prime House Direct with your concerns. I have requested a $40 refund to be sent to the address provided in your complaint. 

  Customer Answer

  Date: 05/06/2024

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:05/01/2024

  Type:Billing 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.

  Just got a case the ad here says ***** he charged us ***** and the steaks are paper thin no exaggeration. I asked why the ******** ad says ***** and his banner on the truck says ***** and we still got charged *****. He had no response. ****** learned!

  

  Business Response

  Date: 05/03/2024

  Thank you for reaching out to Prime House Direct with your concerns. We value customer feedback and will take the necessary steps to rectify your situation. To expedite your refund, please email us a copy of your receipt at your earliest convenience. Please email to me directly. Customer service is our top priority, we will address your concern with the employee. Thank you again for making us aware of this issue.

  **********************   Please put SD REFUND in the subject line

   

  Customer Answer

  Date: 05/03/2024

   
  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. 

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

• Initial Complaint

  Date:04/28/2024

  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.

  On 4/26 we bought a steak box and it was completely inedible

  

  Business Response

  Date: 04/29/2024

  Good morning, 

  Thank you for reaching out to Prime House Direct with your concern. Customer satisfaction is our top priority, we look forward to resolving this issue to your satisfaction. Please email or text a copy of your receipt and a picture of your box labels. Once we receive this information, we will be able to identify your purchase and work quickly to reach a resolution. We look forward to your communication. 

  ***, our General Manager's cellular # ************ - if you prefer to text the requested information.

  or

  **************************************************************** if you prefer to email. 

  Thank you, 

• Initial Complaint

  Date:10/20/2023

  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.

  All I want is one of my delivery and refund on other

  

  Business Response

  Date: 10/20/2023

  Please provide to me a copy of your receipt,I do not think you have the correct company,we do not deliver for one ,and it looks like you have a ******* number and we will not be in that state untill December.howevery  you may contact me directly at ************ or ****************************************************************. send proof of purchase please.thanks

• Initial Complaint

  Date:10/05/2023

  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.

  I bought the ***** premium ribeye from the truck today at ***********************. I got home to realize meat was not what I was shown it was way thinner and very fatty. I cooked them up horrible slimy and tasted very bad. I threw them all out immediately. I cooked all 20 of the very thin steaks **** shot due to I have a large family of seven. Noone ate more then one bite before complaining they were gross. I would like a refund. I have emailed the company. Hopefully they respond. I can not afford to spend fifty dollars on meat for one meal just to throw them all away and make something different.

  

  Business Response

  Date: 10/06/2023

  I personally handle any complaints,I haven't seen where

  you have tryed contacting our company in this matter . Most people wouldn't use 20 steaks to figure out they didn't like them for some reason,they are shown to everyone, however if you will send your proof of purchase to me at ************ I will discuss a refund with you .thanks ******

• Initial Complaint

  Date:09/29/2023

  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.

  Transaction date 9/27/23 Total amount $1298.95 PrimeHouse Direct ****************************************************** This was a promo frozen meat truck out side of a Tractor Supply. What I received was not what they portrayed in the flyer. The burgers were gray in color and the meat was extremely fatty. I spoke to a gentleman whose telephone number ************** was on the receipt. He couldnt help me so he directed me to ****** **************. He said he would only give me a $300 refund. I told him that was not acceptable being it states on the website that it is a 100% money back guarantee. He was extremely rude and told me at one point I was over charged and I didnt even receive the the box freezer. I would just like to get my money refunded to my account.

  

  Business Response

  Date: 09/29/2023

  I did speak to her,I checked and she was given  everything she purchased.i advised her to return to the location where she bought it for a full refund,our truck will only be there until Saturday September  30th till 7 pm  she said she didn't want to return it to us . we're like every company in ******* you must return the product for a refund. we do Honor our returns for full refund .please again return to the location that you purchased from by September 30 7 pm for a 109% refund .thanks ******

   

  Customer Answer

  Date: 09/29/2023

   
  Complaint: 20674916
  
  I am rejecting this response because: I live over and hour away one way plus the price of gas. It will be about a three hour trip plus a 1/4 tank of gas. I find this incredibly wrong when I originally spoke to ****** he stated that he was going to refund only $300 and for me to keep the product. Now its a different story. Now he wants me to drive and waste gas because all of a sudden he wants to return product back to vendor. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/04/2023

  The ****** offer was so you wouldn't have to make a trip,and I again asked that you return our product to the same location that you came to and purchased for a 100% refund by Saturday that gave you 3 days to return for a full refund.we are like any company,you must return something if your not happy for any reason for a full refund.im not sure why you wouldn't want to return it for a full refund.sorry you would not return it ,we try to make every happy and return for a refund is our policy.

  ****************************;

   ************

• Initial Complaint

  Date:09/06/2023

  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.

  We have reached out to prime house direct . The meat was slimy and smelled rancid. We have tried to communicate with them about getting the $660.00 we are owed for it back. He they are mobile locations they want use to drive it all the way to ****** to return it. The meeting cant be held in my refrigerator. 6 steaks already went into the trash since he wouldnt respond and my kids couldnt eat it for dinner. This is ridiculous. He is rude and will not work with people. We spoke with ****** and his phone number is ********** and havent gotten anywhere beside saying I shouldnt have thrown out the meat. We called and messaged the same day he didnt get back to use till a week later. I was supposed to keep slimy meat that stunk in my house for that long. This isnt right. I have reached out to friends about them and they have had similar experiences. The health department needs to know that they are selling bad meats and they need to be refunding people money.

  

  Business Response

  Date: 09/06/2023

  I did speak to this customer today I was told of the situation and I asked for pictures of the product, and could he please return it along with our freezer for a full refund. He told me that he threw all the meat away and the freezer was being picked up by the Junk man tomorrow..and would not return anything unless we paid him 1000.00  to return it.where like any other company that you purchase  something from, and not satisfied you have to return the product and we will gladly give him a refund. That is our refund policy. Our freezer was brand new in a box and still under warranty and all of our product are shipped to our sites fresh weekly. We try to ensure everyone satisfied. And I don't think that's asking too much to return our product and freezer for a refund.

  Customer Answer

  Date: 09/06/2023

   
  Complaint: 20564991
  
  I am rejecting this response because: ****** and I did not speak. My phone number is **********. ****** needs to look at his phone records I called and left messages with everyone else and have not spoken with ******. It would be nice for him to know supple his record of speaking with me . I have proof we didnt communicate.  I am a female and I find it very insulting that he is addressing me as a male as well.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 09/16/2023

  I text and talk to her,and only asked that she take a picture of all our product that she purchased along with the freezer,so we could see what she had. And I would refund her.she refused to show us in a simple picture.she did send a video of one single piece of chicken out of cases of meat . She also said I had 8 hours to pick up the freezer or she was having the junk man pick up.i gave her a simple  resolution of sending  pictures of all of our product minus the 8 pieces of what she said she cooked and through out.and i will give her a full refund.