ComplaintsforKansas City Steak Company LLC

• Initial Complaint

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  see attached am writing to address the response that I got recently when I sent an email to their customer service department about receiving the wrong steaks. I tried to explain to them that I did not receive what I ordered. I had previously ordered Kansas City Sirloin strips and my husband was pleased. When I reordered, I did not look at the previous order, just the pictures on the website. I have enclosed a copy of a picture taken off their website which shows that the two steaks look almost identical: the KC strips that I ordered before (item # 2012 on website), and the “signature cut strip steaks” that I ordered this time **** ***** ** ********* Their order # on the invoice and the item # on the box don’t match, nor does the description. What I received was a “signature cut strip steak” (*see email for description). I enclosed a picture taken of the steak that I received. They ARE NOT the same as the picture on the website.

  Business response

  04/05/2024

  Customer placed ***** ********** with Kansas City Steak Company on Friday, March 15th through our website.  Customer ordered two items: ***** * * ** *** ** ***** ****** *** ***** * * ** *** *** *******.  Per customer e-mail below she received exactly the items ordered, but not the items she wanted.  We explained that she had ordered different items in the past - information she can see on her item history but that these were the items she navigated to and selected to purchase.

  This order did not ship until Tuesday, March 19th so there was plenty of opportunity to contact our company and correct or change this order in any way the customer chose.  We understand that this might have been a mistake on the part of the customer, but selling a perishable product we cannot accept return due to regulatory safety issues.  We fulfilled our part of the obligation, so we did not offer any sort of compensation. 

  If the BBB believes differently, we will be happy to consider options. Please let us know if you need anything further.

  Sincerely,

  ****

   - I could not get the below e-mail into an attachment, I received a file error, so that's why it's printed below.

  THESE ARE NOT THE LONG STEAKS I GOT BEFORE, AND THE ITEM # ARE NOT MATCHING THE INVOICE AND WHAT IS ON THE BOX
  THE 4 BOXES OF SMALL STEAKS ARE NOT ACCEPTABLE. THAT IS NOT A MAN’S SERVING SIZE. I THOUGHT IT WAS KANSAS CITY STRIPS . I WOULD NOT HAVE ORDERED TINY STEAKS FOR THAT PRICE.
  VERY DISPLEASED!!!
  WHAT ARE MY OPTIONS OTHER THAN SPENDING MORE MONEY TO REPLACE WITH KC STRIPS?
  I SUSPECT IT WOULD BE VERY EXPENSIVE TO RETURN STEAKS & I DO NOT HAVE DRY ICE.
  From: ** ***** ******** ******* ************************************** ***** ******* ***** *** **** **** ** *** ******************** ******************** ******** *** ******* ** ********** * ******* ********
  Hi *******
  I just saw this email where you provided the numbers from the box. If you review you order confirmation you will see that only 4 top sirloins were ordered, not 8. Also you ordered our signature cut Strip steaks which are round not long. These are known as Baseball cut steaks but they are the same Strip steaks just cut round. Those are the ones that were on sale. So it looks like you received the items you were supposed to.
  Please let us know if you have any other questions.
  Thank you,
  *******
  Customer Care Team
  Kansas City Steak Company
  ************
  From* ****************** ******************** ***** ********* ***** *** **** **** **
  To: KC Steak Customer Service *************************************
  Subject: FW: Contact Us Submission - General Comments
  **** *** *** ******** *** *** *** ******* ****** ** ******* ******** ** ** * * ***** ** ***** ***** ** * ** **** **** ******* **** **** **** ***** ****** * **** **** ******* * *** ** * ******* ******* ***** *** *** *** **** ****** * *** ******* ************************
  This Message Is From an Untrusted Sender
  You have not previously corresponded with this sender.
  Please use caution when opening attachments or clicking on links.
  **********************
  HERE ARE THE NUMBERS:
  *** *** *** ******* ****** ** ******* ******** ** ** * * ***** ** ***** ***** ** * ** **** **** ******* *HEY WERE TINY ROUND STEAKS
  I HAVE BEEN SHORTED 1 BOX OF 4 SIRLOIN STEAKS. THESE ARE NOT THE LONG STEAKS I GOT BEFORE, AND THE ITEM # ARE NOT MATCHING THE INVOICE AND WHAT IS ON THE BOX
  IF YOU SENT THE 4 BOXES OF SMALL STEAKS FOR THE SIRLOIN I ORDERED, THAT IS NOT ACCEPTABLE. THAT IS NOT A MAN’S SERVING SIZE. I THOUGHT IT WAS KANSAS CITY STRIPS . I WOULD NOT HAVE ORDERED TINY STEAKS FOR THAT PRICE.
  VERY DISPLEASED!!! NEED ORDER CORRECTED ASAP!! I HAVE PICTURES AND WITNESS ON WHAT I RECEIVED AND ORIGIONAL CARTONS
  From: ****************** ********************
  Sent: Saturday, March 23, 2024 12:16 PM
  To: 'KC Steak Customer Servic** **************************************
  Subject: RE: Contact Us Submission - General Comments
  I ONLY GOT FOUR SIRLOIN IN THE LARGE BOX. I WAS SUPPOSED TO GET 8. THE SMALL BOXES WERE THE ADD ONS ACCORDING TO THE LABEL. I TOOK A PICTURE WHICH I CAN SEND LATER OR TOMORROW. I AM KEEPING GRANDDAUGHTER AT THE MOMENT. DON’T HAVE PHONE \. I TOOK PICTUTRES OF THE NUMBERS ON END OF BOX AND THERE IS ONLY 1 OF SIRLOIN, AMD 4 SMALL BOXES
  From: KC Steak Customer Service ************************************** 
  Sent: Friday, March 22, 2024 9:20 AM
  To: ******************
  Subject: RE: Contact Us Submission - General Comments
  Hello ******* 
  On your most recent order you purchased 8 8oz Beef Loin Strip Steak Filets, which would be 2 steaks in each box for a total of 4 boxes. The add on was for 4 4oz Top Sirloin steaks which would have all 4 sirloins in 1 box. This order does not appear to be what you previously had purchased which would be a Classic Cuts Trio Sampler and Essential Duo combo but from the descriptions below you did receive what was purchased. If you have any further questions or concerns please let us know!
  Have a great weekend!
  Thank you,
  *******
  Customer Service Supervisor
  
  From: Contact Us Form Submission ******************************* ***** ********* ***** *** **** **** **
  To: KC Steak Customer Service <[email protected]>
  Subject: Contact Us Submission - General Comments
  The following information was submitted via the contact us form on the website. Please follow up with this request as necessary. ===================================== ***** ****** ****** ****** ********************* ***** ******* ********** ********* 
  
  The following information was submitted via the contact us form on the website. Please follow up with this request as necessary.===================================== ***** ****** ************ ************************ ******* ********** MESSAGE:I DON'T THINK I GOT WHAT I ORDERED. I CHECKED ONLINE, BUT I AM AT OUR OFFICE, NOT AT HOME WHERE I UNPACKED THE ORDER.  I DON'T THINK I GOT 8 SIRLOIN STEAKS. WHAT I PUT IN THE FREEZER WAS 4 SMALL BOXES & 1 LARGE BOX.  THE SMALL BOXES WERE THE ADD ONS, I THINK AND WHEN I OPENED 1 OF THOSE TO THAW FOR SUPPER, THEY ARE EXTREMELY SMALL.  NOT WHAT I THOUGHT WAS BEING ADDED!!  MY HUSBAND LIKED THE SIORLOINS BEFORE, SO THAT IS WHAT I THOUGHT I ORDERED , QUANTITY OF 8. I AM GOING TO THE HOUSE AND TAKE A PICTURE OF WHAT I RECEIVED AND CAN SEND THAT TO YOU TOMORROW, CAN YOU PLEASE CHECK YOUR

  
  

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reached out to the steak company on My birthday May 11th to let them know that I had received a package from them but that because of the hole in the back and the fact that it was almost 90 out the meat was warm and not safe to eat. I live in an RV and don't have space for trash, so I disposed of the item and packing material not knowing I needed to keep them! I reached out and was treated like a criminal! Not only would they not refund my 95 year old Grandmother they would not replace the package! I received numerous emails in harassing nature after where I clearly had too snap on the person to get them to leave me alone! All I want is my order replaced because my grandmother spent good money on this, and they refuse to make it right! I don't know what else to do! INSTED OF DOING THE RIGHT THING THEY BLAME THE CUSTOMERS AND CALL US RUDE! Below is there policy when it comes to this and the did not honor it! We make an unconditional promise: Our merchandise is guaranteed. If any product purchased from us ever disappoints you, for any reason, you may ask for a replacement or refund. Even if you received the item as a gift, The Kansas City Steak Company will replace it with another item or gift certificate of equal value. We know you have a choice, thank you for choosing The Kansas City Steak Company. Replacement/Refund Policy Shipping Related Concerns For any issues related to incorrect items shipped, please contact Customer Service within 10 business days at ************** or by email at ************************************. Quality Related Concerns If for any reason you are unsatisfied with the items you've received please contact Customer Service within 45 days for a replacement or refund of the full purchase price. If only a portion of the product was unsatisfactory, a partial refund or replacement may be issued. Refunds will be credited back to the original order payment method.

  Business response

  05/31/2023

  We were actually anticipating this complaint as the customer did not appreciate our solution to his supposed issue.  Initial contact was via e-mail and you can see that in the attached he stated he would have his grandmother dispute the charge with her credit card company. 

  He then called on 05/15/23 and we told him to contact Amazon for a refund as that's where the order was placed and all replacements or refunds have to be followed through their processes.  His story at this point was now that he didn't get home until 10pm, so it was thawed, but nothing about any damage as he stated during his original e-mail.

  At this point, we were starting to question any part of this story as we have visual proof of what looks like a perfect delivery, so we were willing to refund this purchase only.  His tone and attitude were questionable at best, so I made the decision we would not reship, only refund. 

  As you can see from the 2nd e-mail, our customer service rep said we could dispute his claim and you can see how nasty his response was - so at that point there was no further communication.

  Please let us know if you need anything further!

  Thank you, **** ******** *

   

• Initial Complaint

  01/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Kansas City steak Company sent a prime rib to our house. The meat string was broken and because of the damage we had to throw it out. We were not gonna take a chance and eating this. It was a gift. We were very upset that this piece of meat had to be thrown away because of packing issues which Potentially could’ve made us sick. When we reached out to them, they denied they ever sent it and they did not help us. After that. We were expecting a return call and nobody ever called. We are very upset and this is very unprofessional and could have been a health issue.

  Business response

  01/23/2023

  *** ********** is correct that we did speak with him several times regarding the Prime Rib he received. He is also correct that we could find no record of any shipment coming to his address other than the gift he received around New Year's.  As he was so insistent we contacted our shipping department and found that they had sent a Prime Rib to a customer that was done outside of our normal systems.  The customer record was similar to ** **********, and the warehouse did grab the incorrect information.  We contacted ** ********** on Friday and explained we had finally tracked down what happened and we apologized for our mistake.  And while he was not friendly or understanding about the mistake, we did let him know we would send another Prime Rib to his address.  That Prime Rib is shipping today via overnight delivery and should arrive to him tomorrow.  The Fed Ex tracking number for the replacement order is 393762441379.Please let us know if any further information is needed. Thank you!

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

• Initial Complaint

  12/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  on 12/15/2022 i cancel my order # ********* and they said ok and that i would get a refund back to my card but days have gone by and no refund when i ask where's my refund they say the same thing its on it's way but nothing tried of asking you don't do customers that way so i feel they are giving me the run around about my refund hope other customers don't have to go thur this and i won't use this company anymore .

  Customer response

  12/28/2022

  Complaint # ******** has been resolved please close

• Initial Complaint

  11/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Kansas City Steak Company began sending unwanted mail to our address approximately 8 months ago. The mail is addressed to an individual named **** ******* whom has never lived at this residence, followed by 'or current resident'. The customer code on the address is ****** and the promo code is *********. I've been the current resident since the house was built in 2003. I am a vegetarian and called them 8 months ago requesting they cease and desist sending their unsolicited and unwanted mail to my address. They told me it would take up to 90 days for the request to process. At 120 days (4 months) another catalog arrived and I again called to request they remove my address from their mailing list and either delete it from their mailing list databases altogether or at least mark it as do not contact. They again reiterated that the request would take 90 days. Here it is another 4 months later and another catalog. Again, I am a vegetarian and do not want to be receiving catalogs with pictures of murdered animal meat. My requests for their mail to cease and desist have gone unaddressed and I am requesting the Better Business Bureau please help communicate that I do not want their catalogs to be sent to my address whatsoever.

  Business response

  11/14/2022

  We apologize for any inconvenience with the unwanted catalogs.  Unfortunately we show the request to remove from our mailing list was in August.  At that time the first round of our fall catalogs had already been printed.  There will be one more catalog delivered, but the address is on our do not mail list so this should be the last catalog.  The final catalog will be sent at in the next two weeks, and again it will be the last.

  Again, we are very sorry for the problem, but please let us know if anything further is needed.

  Thank you,

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

   

  Customer Service Manager

  The Kansas City Steak Company

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

  Customer response

  11/17/2022

  [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 so long as the next catalog is in fact definitely the final catalog I would consider that this resolution is satisfactory to me, however I reserve the option to submit additional complaints if more than one catalog arrives or other mailing persists.
  
  Regards,
  
  *** *******

• Initial Complaint

  07/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ask that some one from the executive offices for customer complaints call me at ************ *** *** ***

  Business response

  08/08/2022

  Contacted the phone number provided and left a message to call back.  Can find no record of a transaction for this person based on the name, address and phone number provided.  Nor can I find any indication he has contacted us via phone.

  Customer response

  08/09/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *** ******

   

  I have called a number of times to this companies 1-800 number to get information about ordering - all the call center individuals I spoke with were not helpful in one way or the other  - this BBB involvement was started at least a week or longer ago - I missed the call but the caller that left a message did not leave her name or position and said to call the same 1-800 number which is not what I asked for. 

  What I asked for was some at a higher level of customer service like a upper manager or executive office of the president of the company for customer help. So yes did some one call, but the person again that called left no name of who they were and what thier position in the company was. So again I ask those that call if I am unable to answer the phone that hey please leave thier name - position - direct phone number that is not the 1-800 number Thank you

  Business response

  08/20/2022

  I am the Customer Service Manager and have reviewed his prior calls and then returned his call.  I will try calling again next week.

  Customer response

  09/09/2022

  So there was an open case ******** filed on 7/23/22 regarding this company to contact me from the corporate offices executive customer service within the office of the President of Kansas City Steaks. I was very up front about the amount of time that it took for this company to contact me but the person who called was not at the level of management I expected and also the individual left a voice mail with no name as who they were, what their position was and said just to call the 1-800 number for customer service - which doesn't work as they place ya hold and then you half to wait for them to reconnect or connect with someone. So they never left a name or extension on how to reach them back. So I am reopening this for the "corporate offices executive customer service within the office of the President of Kansas City Steaks " to contact me at ************ ** *** ***** ******************

  Business response

  09/12/2022

  We spoke directly with the complainant on September 12th for 40 minutes.  He listed his numerous complaints from the fact that our message to him included an 800 number to call back, that our product photos do not always include the exact number of each steak (irrelevant that the description is correct) and that our marketing team is very unprofessional.  None of these were things we could or would change, so the call ended with the understanding he was not interested in doing business with the Kansas City Steak Co.

  Please let me know if anything further is needed from our end.

  Thank you,

  ****  

  Customer response

  09/12/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:

  Obviously the individual that called me was more about not helping than correcting things. It’s false advertising to some degree and ****** sells the same product from the same company for less. 
  
  Regards,
  
  *** ******

• Initial Complaint

  12/27/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The details are simple, stop sending me unsolicited magazines, PERIOD.

  Business response

  12/28/2021

  Mr **** has been removed from our mailing list and e-mail list as requested.  The e-mail process is immediate but the mailing list can take up to 60 days as our catalogs are preprinted.  We have send his information directly to the printer to ensure he is not included in the next round of catalog mailings. Please let us know if there is anything further needed.

   

  Thank you,

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

  Customer Service Manager

  Kansas City Steak Company

   

  Customer response

  12/28/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because: I notified them via email on 12 May 2021 to stop mailing the magazine and I have the read receipt that my email was received.  They have been filling my trash can with their magazine after they were instructed to stop and only now, after a BBB complaint are they claiming it will stop.  BTW, I CLEARLY stated a complaint would be filed if it did not stop.  This type of business practice(unsolicited contact/mailing) is unnecessary and wasteful, and if it so-called takes 60 days, more magazines are going to be received and trashed.  No, I do not accept their response.  The only measure that it will in fact stop is beyond 60 days, and I have no problem with closing this complaint and I will follow-up or file a new complaint in March when another unsolicited magazine arrives.
  
  Regards,
  
  ***** ****

• Initial Complaint

  12/20/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  After purchasing, I was added to mailing lists without my knowledge or consent. Using the unsubscribe button I. The emails doesn’t stop future emails. An email consisting of only marketing and no content regarding my previous purchase was misrepresented as an order status update.

  Business response

  12/28/2021

  Mr ****** has been removed from both our mailing list and e-mail list as requested.  The e-mail list will take effect immediately, but the printed catalog can take up to 2 months as our catalogs are pre-printed.  His information has been sent directly to the printer to insure that no more catalogs are printed in his name.  Regarding his complaint about status updates for his gift order, we show that he received 3 status e-mails regarding the order.  Send history is attached.

  Please let us know if any further information is needed.

  Thank you,

  **** ********  

   

• Initial Complaint

  08/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I ordered from this company on July 30, 2021. The representative over the phone had no clue what she was doing. I gave my bank card as payment and she told me it did not go through. She ran it twice and still said it didnt go through. I then gave my credit card and it went through. The next day I see 2 charges for 194.85 on my bank card. I called them, had to sit around and wait for a supervisor to call me back. She called back and said they never charged my bank account but she is going to give me a 39.99 credit and to contact your financial institution about the charges. Which I did and they clearly told my bank told me YES, 2 charges for 194.85 out of my account. Then I said let me check the credit card. I called and was charged the original price of $219 then a credit from them of $39.99, THEN they charged my credit card ANOTHER 194.85. Now giving me a problem to give me my money back I have to prove it to them. I prove it and email them proof and get no response.

  Business response

  08/24/2021

  Customer is correct that they were still due a refund from a duplicate charge. That refund was done on August 20th - plus an additional $50 refund for all the troubles.  The customer was e-mailed copies of the refund, so I believe we are square.  We did not hear back from the customer after the August 20th e-mail.  Copy of the correspondence is attached.  

  Please let us know if you need any further information.

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

   

  Customer response

  08/24/2021

  [* ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  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,
  
  ****** *******

*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. ↩