ComplaintsforMackenzie Limited

• Initial Complaint

  03/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  01/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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

  01/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  12/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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

  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

  12/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  02/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  In December 2022 In the week prior to Christmas I ordered the following: 1 quantity of: shrimp & Grits cups-one dozen 1 quantity French Onion Soup-Sample for a total of $47.90 + $19.95 = $67.85 to be Sent to M/M ****** ****** 1826 Cleveland Rd. Glendale, CA. 91202-1014 This intended Christmas gift has never arrived. What can you tell me about my order? Sincerely; Mrs. K****** **** *********

  Business response

  02/07/2023

  We are unable to locate the customer by the name, address, telephone, or email address provided. Please have the customer provide the order number, customer number, IF record number. We will most certainly investigate the matter for resolve. 

  Customer response

  02/16/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18955764, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  01/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Placed two orders for identical items. Both orders were filled with an inferior quality substitute product that is not even listed for sale on the Mackenzie Limited web site. Called Customer Service immediately upon receiving the packages (Dec 31, 2022). I requested authorization to return the items for a refund as they weren't what I ordered that I didn't want them and that replacements would arrive too late for my party. Was told the customer service agent could only take information and wasn't empowered to resolve issues. I was told that I'd be contacted by a corporate representative in 24 to 48 hours for resolution. When I pointed out it was a holiday weekend the customer service agent said no matter people would be working. I was even told to be close to the phone!! However, I did not receive a call and when I called 48 hours latter (Jan 2, 2023), I was again told I'd be contact and again I haven't been. I told both agents that I had the unopened products, the containers and packing materials, a screen shot of the items I'd ordered, a screen shot showing Mackenzie Limited did not even offer the product I received for sale and pictures of the items I did receive available and could send them. I also have confirmation emails of what I ordered showing it isn't what I received. I was told not to send anything at this time. That the corporate representative would let me know what needed to be done. The orders ( SOXXXXXXX and SO XXXXXXX) were for American Hackleback Caviar in 4 ounce jars. This is a wild-caught American caviar. What I got was two jars of Sasanian brand "Premium Sturgeon" caviar. This is an unidentified, likely farmed, possibly not sturgeon, foreign caviar. I did not order it and do not want it.

  Business response

  01/25/2023

  Consumer Response /* (2000, 6, 2023/01/07) */ The company has resolved this complaint to my satisfaction. They have refunded the purchase as I'd requested and provided a detailed explanation for what happened.

• Initial Complaint

  12/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed an order on December 17, 2022, order #******* at 12;20 pm with representative ***** with ******** Limited. It was for 2 quantities of bacon wrapped lobster, appetizer, 2 quantities of ************* pretzels, another appetizer, and 2 chateaubriand. I paid $88.95 for 2-3 days shipping. This order was going to be a large part of my Christmas Eve dinner. This dinner was for 15 people, family and friends. The order was expected on December the 19th or 20th. due to the express shipping cost I paid for. I called on the 21st at 7;05 pm and spoke with ****. She informed me that the order was still in the warehouse, but couldn't give me information on who would be delivering it ******* or ***** I was assured that if I called at 8;00 am Eastern time on the 22nd I should receive information about the status of my order. I called and talked with ******* at 8;10 am. I was told that it shipped that morning and that i would receive an e-mail. I requested to speak to a supervisor but got no satisfaction. I waited until 5;00pm to call and spoke to representative ***. She said she would have a supervisor call me. At 5;56pm I called and spoke to Jerkenia . It was December 23rd at this time, I spoke with ***** at 10;30 am that day . I reminded her I had a case # for reimbursement for the shipping. She said *******************, a supervisor would speak to me. I was informed the order would arrive by the end of day Dercember 24. I said I wanted to cancel the order because it was no good to me then. I was told that was impossible, but I would be reimbursed for the $88.95 for the shipping. ******************* said i should have canceled earlier. I reminded her i was assured by everyone I spoke to that I would have my order on time. My husband and I shopped for a roast and appetizers to fill the void for the order I would not receive on time. It is now December 26th and the order arrived today at noon. I feel I should be reimbursed for the whole amount.

  Business response

  01/05/2023

  The customer is correct. There was inclement weather including gusty winds and icy roads in several parts of the **. The weather conditions prohibited parcel carriers from delivering several packages timely. Emails were sent to the customer with updates of anticipated package deliveries. We will be happy to honor the customer's request for a refund.

• Initial Complaint

  12/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Nov 17th, 2022, I placed an order via your website which claimed that delivery would occur by Thanksgiving. The order shipped late and was scheduled to arrive the day after Thanksgiving. I contacted your customer support via e-mail on 11/23 and expressed my displeasure that the items needed for Thanksgiving dinner would be a day late. I received a refund for the shipping and figured I would save the items for Christmas dinner instead. When the box finally arrived on 11/26, the food items inside were warm to the touch. The cranberry relish had opened in transit, soaking all items in a mess. I contacted customer support via phone immediately and was assured I would receive a full refund. That same day I received an e-mail that stated the same: Update for Case CASEXXXXX - "****************** ***** ******" Dear Valued Customer, Thank you for contacting us. First, we would like to express our most profound regret for any inconvenience caused. We will honor your request for a refund. This process could take up to 14 business days, depending on your banking institution or credit card company. We value your business and would like to keep you as a customer. Please accept our apologies. Thank you for being so understanding in this unfortunate matter. On 12/13, I reached out to customer support via email again to ask about the status of the refund as I still have not received it. I was shocked to receive this reply: Update for Case CASEXXXXX - "****************** ***** ******" Hello Ms. ****, On 11/26/2022 at 11:33 am you called our call center and reported that your cooler was intact, there was dry ice in the bag in the cooler, and the items were still frozen. The Customer Service Team Lead refunded your shipping due to the order being delayed in transit. Thank you, The Customer Support Team Why on earth would I call in to report that an order was fine when it was in fact, not? I would still like a refund for my unusable order.

  Business response

  01/05/2023

  Business Response /* (1000, 5, 2022/12/22) */ The customer did report the package upon arrival was damaged. We had refunded the shipping cost due to late delivery. Due to an oversight, it was assumed the issue was resolved. The customer will be refunded for the outstanding amount within 5-7 days. Mackenzie Limited Customer Support

• Initial Complaint

  12/21/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered Christmas dinner for my family. The order was fairly promptly shipped. It was delivered, but not to me. I was not able to retrieve it until 3 days later. It was spoiled. The most they offered after much back and forth was 50% off another order. ??? FedEx delivered it not to me! What? They said it was delivered to the best of their ability. What? Yes, the other party was the office at my apartment complex. No, there was no agreement in place for that. Looks like this kind of cavalier attitude is SOP. Christmas dinner is ruined, as well as 2 full days of fighting for my rights.

  Business response

  02/10/2022

  Business Response /* (1000, 5, 2021/12/24) */ We are not able to find an order for this customer. If the customer could provide the order number, we will be more than happy to investigate and respond to the dispute. Consumer Response /* (3000, 7, 2022/01/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Clearly another effort in behalf of this corporation to shift onus. I am certain that invoices can be sorted by date (provided) name (ptovided) total (provided) and many other data points. Nevertheless, here is the invoice numbe . Also providing anpicture.of the delivery instructions that say nothing about delivering to a third party Business Response /* (4000, 15, 2022/01/20) */ Customer's order shipped by standard shipping on 12/15/21 and arrived 12/17/21. FedEx confirmed that they were not able to leave package at the apt. door. They were directed to leave the package at the apt office (not by the company). Message was sent that the package had arrived. The customer did not retrieve the package until a later time period. Once received by the customer, the package was not to the customer's satisfaction. There was no liability on behalf of the company because the package was delivered timely. We offer to reship the order with a 50% discount which the customer declined. The customer did a chargeback on her credit card with no further communication. Consumer Response /* (4200, 17, 2022/01/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The delivery person did not attempt door delivery. I was never contacted by FedEx at all. Very shortly before the apartment office closed for the weekend, i received an email from the apartment office; instead of being called as per instructions on the shipping label. I obviously did not give permission, nor encouragement to leave the parcel with any other person. Not the least of which an office DOWN THE STREET FROM ME. The company holds the only right to demand compensation from the shipping company, who clearly did not follow instruction. They refuse to avail themselves of this option, and continue to blame me, who ordered, and paid in good faith, even contacting the office emergency number and attempting to retrieve the parcel from the outdoor, hot place where it was being locked out of my possession until after it had spoiled. The company has no regard for the satisfaction of its customers. The disdain is palapble. No desire to consume anything from this corporation after this fiasco. I do intend to follow every path to recourse that is available to me. My Christmas dinner was ruined by these people, all they had to do was have FedEx take their responsibility for nnot delivering properly They would rather blame the customer. Just truly aamazing and disgusting. Business Response /* (4000, 19, 2022/01/26) */ We truly apologize for the customer experience surrounding this order. We did a little more checking and FedEx could not deliver the package to the customer's apt door. Again, they were directed to the apt office. FedEx is under no obligation to follow any specific instructions that may be issued. The package did deliver timely. There is no additional liability on behalf of the company at this time. However, we understand there will be certain situations that will arise. We are hoping the customer will accept 50% off the next order. We apologize for any inconvenience. Consumer Response /* (4200, 21, 2022/01/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) The situation: I ordered,and paid for perishable items to be delivered to me. Those items were delivered to a third party, without being even attempted to be delivered to me. By the time I knew about the items being delivered to the third party, they were unwilling to release the perishable items until after the items have spoiled. I cannot file a claim with the shipper, as I am just the lowly person who PAID FOR THE ITEMS AND SHIPPING. The company who can file a claim with the shipper has chosen to blame me for the items BEING DELIVERED TO A BUILDING DOWN THE STREET FROM MY APARTMENT WITHOUT MY CONSENT AND WITHOUT ATTEMPTING DELIVERY TO THE ADDRESS PROVIDED. So now, the company who has zero respect for the customers who pay for their perishable items, wants to offer a discount on more rancid food? That is the situation. The seller's "apology" is another attempt to get me to fork over more money, after being treated as an enemy combatant instead of a customer, a human. I also requested any solicitations from MacKenzie and its parent, Chesapeake Bay Foods, both remove me from their mailing lists (fool me once, shame on you; fool me twice, shame on me) and am still receiving near daily solicitations. Clearly the company has no respect for their customers and no pride in their product and service. I really cannot fathom how this company is able to continuously flaunt reality, and I truly don't understand their unwillingness to hold FedEx responsible for their clear error. This process should have been quick and easy. I show you the proof that it was not delivered to me, and when I got it, it was spoiled. You say, "Eek! I am so sorry, let me get another shipment out to you today so you can receive it before Christmas." Then you file the claim with FedEx. Honestly how is this so difficult for you? The time for that remedy has passed. I recognize the half apology, and, as long as the chargeback is permanent, will end our relationship there. Please stop wasting my time, and trying to line your pockets with my money. I will not willingly send you any more of it. The discount offer is an offense.

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