Complaints

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:02/10/2025

  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.

  Today, I phoned Mackenzie **** to ask to be removed from their catalog mailing list. (I had also tried to do this on MacKenzie's website but saw no way to do it.) I was told by the MacKenzie agent that they could not remove my name from their list. The agent referred me to a "third party" called Catalog Choice who the agent said handled their mailings. I asked to speak to a MacKenzie manager and was told by the agent that he could not connect me to one. I then called the Catalog Choice number got a voice mail of what the speaker said was a nonprofit organization who monitored catalog orders and that someone would call me back. This is clearly unacceptable. I should be able to make a simple request to remove my name.

  Customer Answer

  Date: 02/10/2025

  I would like a response from the business. I think I did not understand that this would not be forthcoming regarding my complaint.

  Customer Answer

  Date: 02/10/2025

  I would like the following resolution to my complaint: (1) an explanation from the business about why they make it so difficult to simply remove names from their catalog mailing list; (2) I would like my name removed from their mailing list; (3) I would like the business to change their process for removing names to the practice I encounter in every other business I have ever dealt with, i.e. a single phone call to the business or a readily available place on their website to easily remove a name. 

  Business Response

  Date: 02/18/2025

  Periodically, customers will request to be removed from receiving catalogs. There is a section under our FAQ list that may provide more information.

  Remove me from your mailing list
  If the back of your catalog does not show a customer number in the pink box, your name is not in our system. As a result, we cannot easy remove your name from the mail list. It will cycle itself off of the list. If you do not place an order your name will automatically drop off the mailing list. If yo have placed an order and we have your information within our system and you would like to permanently opt out of any of our future mailings, e-mail ***************************************************************. You can also find more information at **************************************************************.

• Initial Complaint

  Date:12/19/2024

  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 Chteaubriand that their advertisement says serves up to eight people. It says that it's 1.75 pounds. I'm not a meat buyer as ****** and I definitely have never bought a fillet in this manner. I go to the store and buy beautiful steaks that are 10 times bigger than this. It will not feed up to eight people. The technical aspect of this is you can say well it could feed one to two people beautifully and that is up to eight people! It came with no directions along with these bourbon bacon lollipops. Again with no instructions and very small quantity. The representation of who it will feed is a joke! I would be embarrassed to send this to someone. But wait! I did send a present to someone which included these lollipops says they called them and a cake which I'm sure is a 3 inch cake now that I realize what they've done to me. This cost me almost $400 for the first order and $150 for the second order. They do not feed the number of people they represent that they feed unless you count giving someone a bite of something feeding them. It's very misleading to a consumer! I think I'm going to be able to have people to dinner when I find out that this won't feed anybody enough for them to be satisfied. If you call their company, you get people that obviously work in a call center or out of their home. There is no one in management that can be reached. They alleged that someone will call back in 24 to 48 hours! And they also give zero directions for cooking. They don't know. They are just put out there to field these calls. I have read online and there are many of the complaints with your company event! I should have a right to return this because I'm dissatisfied and there's no way to do that.I hope you stop people from having to go through what I'm going through. I factored in what they charged me per pound for this meat and it was $71.40 per pound!!! Who does this? Thank you so much.

  Business Response

  Date: 12/20/2024

  We apologize for any confusion regarding the beef tenderloins. The website lists the weight as 1.75 lbs, which is intended to serve up to 8 people. We understand if this may have been misleading. The Chateaubriand and Vanilla Back Lollipops are also highly sought-after entrees. We encourage customers to visit our website for detailed information, including ingredients, preparation instructions, nutritional value, weight, serving size, and more.
  Please note that cooking instructions are provided on the packing slip. As a gourmet company, most of our food items are pre-cooked and shipped directly to your residence in coolers with ice packs to maintain quality during transport. With over 500 food options available, we apologize for any misunderstanding and appreciate your feedback.
  

• Initial Complaint

  Date:12/12/2024

  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.

  my order number is IS884161, a 2 to 4 person Thanksgiving dinner that I paid $160 for plus shipping. I have written three emails I just talked to somebody on their website. And they dont care that the food tasted like garbage. The turkey breast didnt taste like turkey and it had no gravy. It just had bits of Detrias around it no gravy. The traditional stuffing was bread, wet soggy bread with no flavor. They ruined my Thanksgiving. I want a refund.

  Business Response

  Date: 12/18/2024

  Mackenzie Limited is a gourmet fine food company. Customers may have various taste buds that are not desirable of the Turkey Dinner. We will provide the customer with a refund. 

• Initial Complaint

  Date:10/31/2024

  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 ordered frozen mail order food from Mackenzie Fine Food on *****. Food was delivered defrosted & the food I could save was so salty it had 2 b thrown out. Thru online chat calling the 800# & Email I was unable to reach anyone at customer service. I received an email after constantly calling saying I would get 20% off my next order! I feel a full refund is fair

  Business Response

  Date: 11/15/2024

  We are sorry to hear that the item you tried did not meet the customer's expectations. As a gourmet fine food brand, we take great pride in offering a wide variety of products, but we understand that taste preferences can vary from person to person. With over 500 seasonal and non-seasonal food offerings, we strive to provide a range of flavors to suit different palates. While we cannot guarantee that every product will be to everyone's liking,
  We made a discount offer for a future order.We do this to provide the opportunity to explore other items from our collection that might be more to the customer's taste. 
  
  

• Initial Complaint

  Date:03/30/2024

  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 placed an order on March 22, 2024, Order #1*******, Item # LLC66, Lemon Cake...the items were delivered on March 27, 2024. The items were sent as a gift for Easter. The items (6) per order of 1 was delivered spoiled not for human consumption. The order was sent to a sister friend she let me know so in turn she called, they then said they would call me on Friday, still no call it's Saturday. They were to do a total return, my sister friend talked with a sale representative that said no problem she would talk with her supervisor for a quick refund. Nothing yet, I said I could bring them to her if she wanted to taste because it's less than an hour drive from where I live...she assured me that was not necessary. I attached how the product looks online and what was actually received as well (terrible representation of great quality), the icing is yellow and terrible tasting, it had a horrible crunchy taste and the cake smelled moldy and was dry...online of course it's white and delightful looking. Horrible decision on my part, STILL NO CALL OR REFUND...HELP.

  Business Response

  Date: 04/09/2024

  An email was forwarded to the customer offering 20% off of the next order due to the distaste of the product . The customer did not respond.  There were no images received by the customer as included with this complaint. We will provide a refund to the customer. 

• Initial Complaint

  Date:01/08/2024

  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.

  On November 27 I ordered two boxes of two Gingerbread Star Trees. I received one box of two. I contacted the company within 30 days and found that their resolution person refused to acknowledge the missing package (even though he gave me the FedEx number with the photo) & refused to refund one-half of the money paid for the missing item.

  Business Response

  Date: 01/09/2024

  The customer received the package timely and with adequate weight of two items. As stated on the website, customers should inspect packages upon receipt and contact us immediately if there are any discrepancies with the order or package. The package was delivered 12/10/23 and the customer made the complaint on 1/5/24. Unfortunately, we are unable to refund the customer. 

  Customer Answer

  Date: 01/10/2024

  
  Complaint: 21104587
  
  I am rejecting this response because: I did not recieve all of the order.  It is not a matter of whether what was received was correct -- I only got half of the order & was charged for the full order.  I did inspect the package and what I got was fine.  I was waiting for the second package to arrive--it did not arrive. 

  This company is stealing my money, right?  I have made my concern known to them within the 30 days of reciept of the package.  I suggest that their failure to treat this issue with full due diligence means that they are unfair in customer relations and do not deserve a positive rating.  
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 01/19/2024

  Upon further investigation, we found that the customer only received two of the four ginger trees and will be issued a refund for the outstanding two trees. We sincerely apologize for the inconvenience. 

• Initial Complaint

  Date:01/02/2024

  Type:Customer Service 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 December 16, 2023, I placed an online order for New Year's Eve dinner requesting delivery date of 12/28/23. The amount of the order was $218.60. I received a confirmation of the order and on 12/20/23, I received a notice it was being prepared to ship via UPS. UPS contacted me of the upcoming delivery and offered the opportunity to reschedule, which I did for the original date of 12/28/23. The package arrived on 12/28/23, completely thawed and the fish smelled. I contacted Mackenzie immediately and was told a case would be opened. Follow-up with Mackenzie has not been satisfactory. They are refusing any responsibility of the condition of the product despite processing early. They denied that and claim no part of their chosen delivery vendor's failure to adequately store the food. I explained under the bailment portion of our agreement they are responsible, but they are not familiar with this part of the agreement and refuse to refund me.

  Business Response

  Date: 01/09/2024

  The customer's order has been reviewed for $218 and a refund will be provided. We apologize for any inconvenience. 

• Initial Complaint

  Date:12/23/2023

  Type:Delivery 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.

  I ordered food from this company and they sent the food to the wrong address. Then the company encouraged me to go fetch my order from neighbors even though I stressed I was not comfortable doing that. They gave me a case number of ***** and said a supervisor would be calling me. A supervisor did not call me. Today, I called while I was home sick to cancel the order outright. They said that was not possible as the order had shipped and that I could not refuse the package. They gave me a new case number of *****. Tonight a very rude supervisor called me and spoke over me after I told her about my initial complaint and concern. This Latisha woman interrupted me, was brash, and upset me greatly only days before Christmas. I asked that the matter be escalated to management and offered to refuse the package and attempt to send it back. I called the company back to voice my deep frustration only to be told again that a supervisor would call me, which given their history, I doubt will happen. Now I am out $218.80 and have had such a terrible interaction with this unprofessional outfit. I don't trust this outfit, will not do business with them again, and do not feel comfortable sharing their delivery with my family. This company does not care about the customer or the customer's safety which I find to be appalling!

  Business Response

  Date: 01/05/2024

  The customer's complaint  was escalated to upper management for final resolution. After speaking with the customer, a refund will be issued. 

• Initial Complaint

  Date:12/23/2023

  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.

  I ordered a gingerbread house for a holiday party. House arrived late. Company refused to let me return/refund because "there was still time to enjoy." My family is fractured, no way to celebrate now. Horrible customer service, no remorse or apology from them for late delivery.

  Business Response

  Date: 01/09/2024

  The customer purchased standard shipping for the order. Standard shipping takes 1-7 business days for delivery. The package was shipped on 12/13/23 and arrived 12/19/23. We apologize for any confusion and provided the customer with a refund for the shipping cost. 

• Initial Complaint

  Date:09/22/2023

  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.

  On September 7, 2023, we received a shipment of food from the company, per our recent order. The food arrived in a large Styrofoam container, which was covered with a plastic overwrap. When the plastic was removed, we noted several large brown stains on the bottom of the Styrofoam. When the container top was removed. I reached in the remove the contents and had my hands slightly burned by loose pieces of dry ice, which had been released from one of the bags which was sliced open. The paper pack list was also ripped up. i took photos of the damaged items and called the company, where a representative requested that I send the photos. I immediately complied and emailed the photos, but - two weeks later - no one from the company has ever gotten back with us.

  Business Response

  Date: 09/27/2023

  The customer ordered on 8/30/23. On 9/7/23, the spouse called expressing disappointment for the styrofoam cooler arriving with some sort of brown liquid at the bottom. He inspected all packages and indicated the food items were fine. He spoke with the supervisor and advised that there was spectacles of dry ice in the cooler and he was slightly burned. When the supervisor inquired further, it was stated that the burn was not bad at all. We apologized for the customer's experience. We do state that we place loose, open bags of dry ice in the containers. We also place labels on the containers of hazard contents, namely dry ice in the cooler. The customer make no request that would warrant further conversation. The case and call was closed. 

  Customer Answer

  Date: 09/27/2023

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

  They are offering NOTHING to make up for all the problems we experienced. I certainly would NEVER order from them, again.

  POOR Customer Service!

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

  Business Response

  Date: 10/09/2023

  Hello,

  While this case is considered as closed. We do not want the customer to have less than a great customer experience. We have a FAQ section at the lower part of the web site which provides information and policy for the company. We would like to offer the customer 20% discount off of the next order for the experience incurred. It will be available immediately. 

  Thank you. 

  Mackenzie Limited

  Customer Support

  Customer Answer

  Date: 10/09/2023

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

  For the problems we had and all the trouble I had to go to sending pictures and corresponding with the company, there should be an adjustment on the order in question.
  
  Sincerely,
  
  ***** *****