ComplaintsforFlocktown Farm

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There is an existing balance in my 2023 CSA account for food that was pre-paid but not delivered due to error on the company's part. I have contacted them numerous times and their response is that they do not offer refunds. The balance can be applied to the following year's account however I refuse to continue with the company based upon this issue.

  Business response

  06/19/2024

  From: Flocktown Farm <*****************************>
  Sent: Wednesday, June 19, 2024 10:05 AM
  To: ***************************************
  Subject: Response for complaint ID ********

   

  The customer in question had two packing errors over the 25 weeks of delivery during our **************************** question had a standing order for $23 of our organic produce and 1.5 dozen eggs each week as part of her CSA share. The total value of produce and items received was over $800. The week of October 1st, her CSA share was missing a box of 1 dozen eggs, and the week of November 9th it was missing a box of half a dozen eggs. On the week of October 1st, she received $6 in store credit for the missing dozen eggs. She also had $36 in store credit from a delivery hold the following week (October 12th). Our policy explicitly states that store credit cannot be refunded. The member spent $9.50 in store credit over the following weeks, more than the balance for the missing eggs. The week of November 9th her card was refunded for the second instance of missing eggs as a courtesy. The remaining store credit balance was from delivery hold credits, which the member was repeatedly advised could not be refunded and should be spent on extra produce in the last weeks of the season or in our add-on store during the last week if she did not want extra produce. Instead, the member threatened repeatedly by email to report us for misconduct, despite our efforts to resolve the situation and explanation of our policies.
  

   

  Kit ******

  Flocktown Farm
  www.flocktownfarm.com
  **************
  
  
  

  Customer response

  06/19/2024

  
  Complaint: 21704203
  
  I am rejecting this response because:  the company is essentially stealing.  Keeping money for undelivered goods.  That is theft.  There was nothing in their store that I wanted as the choices of foods were terrible and the food spoiled very quickly.  I had no intention of continuing to purchase their services/foods so my balance could not be rolled over.  There is NO reason that they cannot refund my money.  They also failed to mention that one week, eggs were left out of the cooler that was provided and by the time I got home to retrieve my order, they were not safe to eat.  
  
  
  
  Regards,
  
  *********************

  Business response

  07/09/2024

  From: ********************************* <****************************>
  Sent: Monday, July 8, 2024 5:03 PM
  To: ***************************************
  Subject: Fwd: Inquiry about complaint 21704203

   

  Hi ****,

  We just received a letter from your office indicating that in the BBB's opinion, our response does not resolve the customer's issue. It says to contact you with any questions or concerns, so I'm forwarding this to you as well. We do not understand how we are supposed to resolve this customer's dispute without violating our policy and refunding her despite the fact that she is not entitled to a refund based on the terms of service that she agreed to and was advised of several times. We don't feel that it is fair to publicly post that we have not made a good faith effort to resolve the situation when the customer's complaint was not in good faith to begin with. Could you please advise what steps we should be taking next?

  All the best,

  Kit ******

  Member Coordinator

  Flocktown Farm

*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. ↩