Heirloom Provisions/Bella Beans

Ordered item as a gift, package not marked perishable, food spoiled, company promised refund, now saying not willing to provide refund.My order number is [redacted], placed 12/16/2014 at 04:32PM. Delivered to a friend in Rochester, NY on approximately 12/23. It was perishable food, and the package was not labeled in any way that it was a food item and that it needed to be refrigerated/frozen. My friend put it under the Christmas tree thinking it was a non-perishable item. Upon opening it, the food had thawed. The food was also not even placed on dry ice. I called the company on 12/26/14, and was told over the phone by [redacted] that I would receive a credit card refund. Upon realizing my credit card was never reimbursed, I called and left a message on 01/08/15. I received the following email back from [redacted], after talking to the owners of the company I have not been authorized to issue a credit for your order. We feel that our customers, who have detailed descriptions of our products, are responsible for the goods once they arrive. Even though your order was a gift it is our thought that it was up to you to let your friends know that you had sent them something unusual and wonderful and to tell them to either freeze it until they opened it on Christmas day or to go ahead and open it.If you have any other questions please feel free to contact me again.Best regards,[redacted]Customer ServiceI wrote back this response:[redacted],You told me on the phone on 12/26 that you would issue me a refund. You can't go back and say now you're not.I've ordered from other food companies with no issue, the packaging is always clearly labeled. How was I supposed to know you wouldn't label it as a perishable item?Please have your owners call me, otherwise I will pursue action through my credit card company and the Revdex.com.[redacted]I received this response from [redacted] on 01/09/15:[redacted]-Please stop trying to bully and threaten my employee. No one told you that you would receive a full credit. We are not required to write perishable on our boxes. Your husband knew that he had ordered a box of food. Unfortunately, he made a simple mistake and did not open the box and properly deal with it's contents. That is not my company's responsibility.I'm sorry you were not able to enjoy all of your box but as a company we cannot afford to replace items because of customer's mistakes.You are welcome to complain to your credit card company but I will make a counter claim and I will win. My company did what it committed to do - delivered an ordered product in good shape in the specified amount of time.Thank you,[redacted]www.bellabeanorganics.comI just sent back this response on 01/09/15:[redacted],I didn't send the food to my husband, I'm not sure where you got that information. I sent it to a friend for Christmas. It was supposed to be a surprise, that's why I didn't tell her it was perishable. I get a package once a year from [redacted] with no warning from the sender and it's both on dry ice and clearly labeled that it needs to go in the freezer. Most food companies do this. My friend said it wasn't even on ice.And when I called on 12/26, I spoke to [redacted] (unless there is another [redacted]) on the phone and she said "What would you like us to do, would you like a credit?" Then I asked if it that meant it would just go back to my credit card and she said yes. If you record your calls, you can verify this.I'm not bullying anyone, I'm just trying to get the refund I was both promised and deserve.I have not yet received a response. My credit card company will not help because they only handle billing issues, and in this case the item was delivered. However I think there is a major issue with delivering a perishable food item just by itself in an unlabeled package, without even any type of coolant, such as dry ice. Also, I was told over the phone that I would receive a credit.Desired SettlementI just want what was promised to me on 12/26/14, a credit card refund of $42.70. I also suggest to the company that they start labeling their packaging as perishable and include dry ice.