ComplaintsforFox Hill Kitchens LLC

• Initial Complaint

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered their bagels, flour mix and a jar of marmalade. Total came to ******. The sesame bagels total was ***** not including the shipping cost of 12.50..Their website clearly states that they are to be frozen immediately, any refrigerated lasts for only 2 days, and if they can't be refrigerated they will have mold. My **** tracking showed it was brought to the post office on Saturday the 4th. The problem is, the order didn't arrive until the 9th. I emailed ***** and she said that it would be no problem, they would refund or send me replacements if moldy.. I responded to tell her I was too afraid to eat them as they stated themselves on their site about mold occurring just after 2 days. It had been 70 degrees weather at the time and I have an immune disorder. I emailed her back to explain this to her and my email was instantly sent back to me saying un-deliverable. I was confused as I replied to her personal email, so I tried again, same thing.on FB Messenger which sends an immediate response how Fox Hill Kitchens will get back to shortly. I sat there waiting to see if it was going to be read, and it had. I waited 2 hours, and sent another message on Messenger, and no automated message came back to me like it normally would. No read receipt happened as well. So, my husband went on his FB and messaged them and sure enough! Instant automated response, but until this day there has been no official response to his nor mine. When searching the internet I discovered they have family making positive comments posing as buyers, and on some websites, comments from people have stated the same issue that I have had. The moment they email them that the food was moldy, they are blocked from any further emails. I did in fact go through all of the bagels, and there was some mold in 3 of them, so I am sure the spores were in the 4th as well. I want a refund of *****. For the bagels and half of the shipping.

  Business response

  11/18/2023

  Dear ******,

  We received your email on Nov. 9th that you had just received your shipment, that it had been delayed in transit and, while there was no visible mold, you were worried about spores. We replied that we could resend four packages at our expense. We then received your reply, later that same day: "I am going to chop this up and feed to birds and wildlife then. I appreciate you being responsive like you are. That makes me and others have a lot of  trust in you    Warmest Regards".

  We re-shipped on Monday the 13th, which was our next opportunity, and they were delivered on the 16th. I trust that the second shipment reached you and were satisfactory. Your email on the 9th was the last thing we received from you. If other communications were blocked or bounced back, I'm not sure why that would have happened, but it was nothing deliberate on our part. These communication systems seem to become more complicated and perhaps less reliable as time goes by.

  Yours Sincerely,

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

  FOX HILL KITCHENS, LLC

   

  Customer response

  11/19/2023

   
  I did receive the replacements, but you are not being truthful regarding the rest of the issue. Previous order I had opened  only 1 of them and said I had not seen any mold but was concerned regarding spores. It was after that email that both my husband and I had tried emailing you asking to just refund and emails were rejected.
  

  There are several complaints on the internet regarding this same issue with your company regarding blocking once there is an issue and/or no response or resolve happening. (attached photo showing a couple of them) This is why we decided to go directly to the BBB.  You created the label after you received notice from the BBB. You also charge people priority mail fees, but send parcel post. Why do that if the food can spoil so easily?

  So, BBB, go ahead and close this, but Ms ***** and/or *****************************, I will not order ever again.
  .
  
  FAQ
  
  Regards,

  ******/*************************
  

   

   

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