Passanante's Home Food Service

Passanante food service has excellent food and excellent customer serviceWe have been clients for over years and have never had a problemWe have recommended to friends and family often

The customers
met with a Passanante representative on August 1, to place
their second
order with our companyThe representative put together an order that totaled
$per month for meats, vegetables and groceriesThe customer was given the
option to purchase other kitchen items such as cutlery, cookware, commercial
microwaves etcThe rep explained that with the purchase of these rather
expensive kitchen items the customer would receive additional consideration in
the form of a 50% lifetime discount off of all food purchases from
Passanante’s
As the customer
asserts in their email, the term of the financing on these kitchen items would
span monthsHowever, because of the considerable discount on Passanante’s
food that the customer would receive as a result of this purchase, the
customer’s monthly payment for the food and the additional kitchen purchases
would together total the same $per month
The customer
agreed to these terms and signed a customer receipt which summarizes the entire
purchaseThe customer also signed three separate financing contracts: one for
the food, one for their new cookware purchase; and one for an assortment of
small kitchen appliances which we term the “Chef Passanante package”The
terms, rates, and payment amounts are all spelled out very clearly on these
agreements as required by Federal truth-in-lending disclosuresThese documents
have been attached to our response
Shortly after
the customer received their first invoice for these items they called our
office to dispute the terms of the agreementIn separate conversations, both
our regional sales manager and the president of the company spoke to the
customers (often together, on speakerphone) in order to settle their dispute
Even though
Passanante’s believed, and continues to believe, that there was no wrongdoing
on the part of our representative, we reassured the customer of our commitment
toward a fair resolution and we made several offers of settlementThese offers
were relayed to the customers on a visit from the regional sales manager at the
home of the customers on Saturday August 31,
The Passanante
manager offered the following terms of settlement:
Passanante’s
would rescind the entire purchase of the kitchen items with no fees or charges,
provided that the items were unused and unopened in the original packagingWe
would void the two contracts for the kitchen items and rewrite the entire order
to reflect the customer’s purchase of just the food items at the original
agreed upon price of $per monthPassanante’s
still offered the rescission terms above however, should the kitchen items be
opened or used, the customer would also be liable for a 20% restocking feeSince
opened or used items cannot be resold, Passanante would have to shoulder the entire
loss in this scenarioIn these situations we believe that it is fair to have
the customer help assume some of that burden with a restocking feeThe
customer could keep the sale exactly the same and, in a gesture of customer
service, Passanante’s would make their first payment on each of these three
contracts which would total $The
customer chose to keep the food and the kitchen itemsAs promised,
Passanante’s made a payment of $to the customer’s accounts*** ***,
Passanante’s assignee of the accounts, verified this payment in an email to the
customer on September 13, We have attached that email hereIt
should also be noted that, in addition to the above settlement, Passanante also
agreed to ship the customer more food which they claimed was missing from the
orderWe sent the items *** ** overnight on dry ice at our own expenseThis
shipment was delivered on September 6, The tracking number is ***Furthermore,
at the time of the rep’s visit on August 1, the customer gave Passanante a
$deposit check for the new food orderThis check was returned for
insufficient fundsPassanante agreed to take a new check from the customer and
wait for two weeks before depositing the fundsWe also agreed to waive any
bank fees from the returned checkFinally,
the customer has claimed that Passanante’s has hurt their creditIn fact, this
customer has made all payments to *** *** in a timely fashionTheir
credit has not been impacted in the slightest bit from this transactionThe
credit manager at *** *** has provided an email which is attached to our
responseHe affirms that *** has reported no negative information to any
credit bureauUltimately,
Passanante’s feels that this matter has been settled to the complete accord and
satisfaction of both partiesWhen the customer first contacted us with their
concern we responded promptly, professionally, and courteouslyWe sent out a
manager to settle the disputeWe offered several options to the customer one
of which they acceptedWe followed through on the settlement by performing
completely to the terms of the agreement: we shipped them more food; we held
their replacement deposit check and waived all bank fees; and we made the
$payment to ***Passanante’s
Home Food Service really does try and go the extra mile to make our customers
happyCertainly it’s impossible to please 100% of the people 100% of the time,
but we dealt with these customer’s caringly and we operated with the utmost
degree of good faithOnce a settlement was struck we followed through and
performed exactly as we promised toWe feel that it is unfair and unjust for
the customer to now change their mind once again and demand additional action
when this issue has already been resolved
Respectfully,
Passanante’s
Home Food Service

Sales very friendly and low pressureDelivery was quick and staff was friendlyQuality of product is superb!

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
1) After going back and forth with both representatives, I am absolutely appalled by the way they have handled the situationI was basically told OVER and OVER again that "there's nothing we could do." As someone who has given up every single ounce of freedom to protect the country, I find it distasteful to respond with those remarks rather than a more customer-friendly, "I will check with my manager to see what we could do." It has taken me a couple of months and having to go through this measure to actually hear one ounce of actual customer service.
2) Our documentation shows, in writing, a specific date that we all equally and mutually agreed toHaving seen the actual cancdate for the freezer, we ultimately would have not signed the paperworkThe date was outlined in black and white by our representative for a cancellation date of "8/11/15" How were we to know this date was an "error"? Shouldn't the error have been corrected prior to signing the documents? Why were we not contacted sooner about this error?
3) We understand the freezer has lost valueWe understand the three-day grace period was for us to cancel everything "without penalties." We also were under the impression that by canceling by the handwritten date, we would lose all money we paid up to this date for the freezerPassanante would keep every penny we have paid to them, to this point, for their "loss" and accept the return of the freezer as an ultimate close of businessWe are not asking for our money back, as we were already under the assumption that the "penalties" we would face was losing the money we have spent on it so far.
Bottom Line: We signed the paperwork knowing what we were getting ourselves into after having seen the datesIf it was in error, the error is on the companyThe error was not on usWe saw the date writtenWe agreed to the terms given that specific dateAs a business, I would hope they would take the hit and then find some way to prevent another error from happening so they wouldn't lose money againInstead, they are going against the things the sales representative promised us.
P.S.-- many appliances have 90-day return policies for a full refundI don't see how Passanante is saying that it is out of the ordinary for someone to request for a refund (or in this case, a flat out return without expecting their money back) beyond three daysAgain, we are not asking for our money backWe just want to stop the serviceThey can have their freezer backWhat they may have "lost" in value, they make up with what we have already paid them to dateThese are the things that were promised to us IN WRITING, and we are asking that they hold themselves accountable and live up to that promise
Regards,
*** ***

My family has been received twice-yearly food deliveries from Passanante's for the past few yearsTheir customer service is very responsive, helpful, and pleasantThe food quality is amazingWe cannot find quality as good at our local grocery storeThe meats are portioned with the weight listed so that we can be sure we are eating the correct amounts of protein It also makes it easier to budget the amount of money spent on food each monthI am very satisfied with my service, and I will continue to be a customer for the foreseeable future

From: *** *** Date: Thu, Aug 27, at 9:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: ***
I'd like to retract my complaint
The owner has been trying to make things better for my family

It is amazing!! The food is fantastic and we always receive great customer serviceWe tell everyone we know about you!

This customer took delivery of a Passanante order on October 4, The customer contacted us on January 8, to express some concerns over the quality of certain food itemsThe Vice President of Passanante's spoke to the customer at length about their concerns and we agreed to replace each
and every item that was in question. We emailed the customer several packages with a different variety of items that they could choose as replacements for the items in questionThe customer replied about a week later and selected one of the proposals.It was our intention to deliver the items to our sales office on February and from there distribute the items to the customerUnfortunately it appears as if the items were never orderedWe are very sorry for the inconvenience and we accept full responsibility for the errorThe customer never contacted us before filing this complaint or we would have rectified the matter immediately. Nonetheless, we are happy to follow through on our promise and provide the customer with the replacement items that they selectedWe will have the items packed on dry ice and shipped *** ** in heavy duty cooler boxes to avoid any further such errorsThis will also expedite the process and allow the customer to receive the products as soon as possible.In addition to this we would like to offer the customer a refund check in the amount of $as a means of compensating them for any anxiety or inconvenience that we have caused due to our unfortunate oversight.Regards,Passanante's

We liked the food, but felt cheated by the sales rep on the cost of the freezer and the actual credit inquiry made (I was told it was not going to be a hard inquiry, but it was)

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I am only accepting it because of the stress it will cost me to dispute what they are writingI stand by my original complaint that they are deceitful and their products are inferiorThank you very much for assisting me in resolving this issue
Regards,
*** ***