Twin Cities Steak & Seafood

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me We would like to resolve this complaint as well We would like Twin Cities Steak & Seafood to pick up their product, return our check and clear their complaint against us with the collection agency We request they make contact with our son [redacted] to schedule a convenient time for both parties to collect their product Regards [redacted]

Thank you for the opportunity to respond to Ms [redacted] concern via a letter dated 1/2/that we just received Our customer’s total satisfaction is our number one priority and we pride ourselves on going above and beyond to ensure all our customers are absolutely thrilled with everything they purchase from us We guarantee everything we sell for taste, tenderness, and against freezer burn for a full year In the event a customer has an issue, we will send a customer service representative to their home or business to exchange or pick up their product when applicable We are very proud of our customer service department and track record Regarding Ms [redacted] concern on the discrepancy on the weight of the product, we sell several different packages and none of them weigh as little as ½ lbseach They are all significantly more All the boxes have the weights clearly printed on them and each customer receives a brochure with the weights of all products We are not sure where the confusion regarding the weight originated but our drivers are thoroughly educated on all the details of the product line so they can answer any and all questions We sell only USDA choice and prime products and our prices are highly competitive with all home delivery services and online providers for comparable product While we are disappointed that Ms [redacted] did not see the value in our products and services, we respect all customer’s choice to change their mind and will always issue a refund and pick up their product should they in fact change their mind Our customer service includes travelling to a customer’s home to pick up the product as we do with all customer service concerns The information for which to reach our customer service department in the event they have an issue or to reach us when they are ready to re-order is clearly outlined on the brochure that all customers receive upon purchase Regarding this transaction and on the very rare occasion that there is a check that is not honored by the bank for any reason, we first attempt to contact the customer to make arrangements to collect payment prior to sending to collections Please understand that we sell an expensive, perishable product and it is very time sensitive for us to retrieve it By the time we receive a uncollected check back from our bank several days have passedWe have no choice but to use our collection agency to protect us against fraud and bad checks There was no telephone number on Ms [redacted] check Our driver attempted twice to stop by their home on two separate occasions, but each time they were not home In the event that this every happens again, we will instruct our driver to leave a note which he did not do in this case and clearly should have Other than that, we feel like we made every effort to avoid sending the check to collections Keep in mind the customer still has our product and we do not have payment We are relieved to be able to resolve this situation and would be happy to pick up Ms [redacted] product and refund her money or clear her from collections We hope that it will be acceptable resolution and are taking steps internally to avoid a situation like this happening in the future

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meWhen he called me, he gave me a website to find recipes, information etc, however the website did not workBut I am fine with settling with my orderI appreciate he gave me a call back

Initial Business Response /* (1000, 5, 2015/07/09) */
We certainly strive for 100% total customer satisfaction and every customer service inquiry is a top priorityWe respect any customer's decision to change their mind regarding a purchase they makeWhen a customer wishes to to exchange our
return their product, we send a driver to their home or business to pick up or exchange the product in order to give the best possible customer serviceIn this case, we were able to do that on June, At that point we inspect the product and notify our accounting department to issue a refundThe typical time-frame is 7-daysWe also cannot predict how long it takes for the credit to post to their cardThat is a function of our credit card processor and the customer's credit card companyWe were able to confirm that the credit did post on July, 7thWe apologize for this being outside the 7-day time frameWe are taking steps to speed up this process on our end in the future and apologize for any inconvenience this may have caused Mrs***

Thank you for the opportunity to respond.  We apologize for the mix-up with Ms. [redacted].  All customers recieve a brochure that validates their guarantee and provides all information about their purchase and contact information for re-orders, questions, or customer...

service.   We don't know why Ms. [redacted] did not receive one.  As soon as we realized we contacted ms. [redacted] to ensure that she had all the information she needed and she is going to enjoy her purchase with the peace of mind that the entire purchase is guaranteed for a year for taste, tenderness, and against freezer burn for a full year.  We stand behind everything we sell and that is why we have been able to earn so many satisfied customers.   Should you have any additional questions, please do not hesitate to contact us.

Initial Business Response /* (1000, 5, 2016/03/02) */
Thank you for the opportunity to respond to Mr. [redacted]'s concern. We are sorry that Mr. [redacted] did not feel that our products and service were right for him. Our prices are extremely competitive in relation to any online or food deliver...

service when comparing quality, packaging, guarantee, delivery, and service. We stand behind everything we sell unconditionally and always respect a customer's right to change their mind about making any purchase. Every customer receives a brochure upon purchase with the contact information for the company in the event they need to reach us for any reason. It includes all our contact information. We have a toll free number in which we respond immediately to any customer concern. We strive for total customer satisfaction. We need to address why Mr.Holsworth did not receive a brochure which would have solved this issue. We never received any notice that they were unhappy and all checks returned by our bank are sent to collections as a policy. Today, March 2, was the first message we received and we have immediately cleared the collection activity and made arrangement to pick up his product. Additionally, all our business licenses and permits are and have always been up to date and in effect. We hope this is an acceptable resolution and appreciate the opportunity to resolve it.
Initial Consumer Rebuttal /* (2000, 7, 2016/03/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Twin Cities Steak and Seafood has resolved the issue to our satisfaction. The have removed the debt collection and come back to retrieve their product.

Initial Business Response /* (1000, 8, 2015/06/18) */
From: Customer Service
Date: 06/17/2015 3:24 PM (GMT-06:00)
To: [redacted]
Subject: Case#[redacted] - [redacted]
Hi [redacted]

We are in receipt of a customer service issue from a [redacted] regarding a purchase she made. All...

our products are fully guaranteed in order to ensure all customers have 100% satisfaction. Ms. [redacted] purchased a set of beef that includes all USDA choice, naturally aged beef. We are surprised and concerned that she was dissatisfied and will certainly do anything we can to make it right. All customers should receive a brochure with the guarantee and toll free number for which to call with any issues. We are not sure if Ms. [redacted] received or misplaced the brochure because we do not have any record of her attempting to contact us. She states she attempted to contact the driver directly however they do not handle customer service issues. Regardless, we are happy this situation and will do anything we can to make it right. We called Ms. [redacted] today to handle all our concerns but reached her voicemail and left a message. We will get this resolved immediately once we hear from her. We apologize again for the issue and this has our full attention.

Thank you,
The Twin Cities Customer Service Team

Initial Consumer Rebuttal /* (3000, 10, 2015/06/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am currently in communication with several people who represent Twin Cities Steak & Seafood. At the moment they are trying to find a distributor closer to me to pick up the meat purchased. My first call was from Matt who was wonderful, he listened and responded very professionally. We came to the conclusion that it will be arranged to have someone pick up the meat and I would get a full refund.
The next day I received a call from someone in Minnesota, they are trying to find someone from a Milwaukee branch to come pick up the meat.
I saw a brochure when the salesperson was trying to sell me the chicken, but I never was given a brochure to keep.

The beef meat I received has a 15% water solution made up of water, salt, plum juice concentrate, dextrose, garlic powder, black pepper and chili powder in the T-bone steaks. In the Premium elite boneless beef fillets, there was a water solution that contains water, vinegar, lemon juice, salt, and plum juice concentrate. In the case of beef only the sirloin/chuck hamburger had no additives.
I do feel a resolution is in process, however I do not wish to close this claim until the disagreement is resolved, and a refund is granted. Thank you.
Final Consumer Response /* (3000, 13, 2015/07/01) */
I heard from Matt on Wed, June 17th, I believe he was from Twin Cities Steak & Seafood headquarters. I was told he was going to arrange for someone closer to pick up the meat and I would receive a full refund of 200.00. The next day, Thursday June 18th I received a call from somebody from the Minnesota branch. He said they were still 4 1/2 hours away from me, and that they would try to get someone from the Milwaukee branch to pick up the meat. That was the last I heard from anyone, Today is Saturday June 27th, NINE days since I heard from anybody. I have not received a refund yet, This is not good.
Final Business Response /* (4000, 15, 2015/07/09) */
We take every customer concern very seriously and were disappointed to hear that Ms. [redacted] was unhappy with her purchase. In these situations, we travel to the customer's home or business to exchange the product or pick it up to issue a credit or refund. We did initially contact Mrs [redacted] on 6/16 to coordinate a pick up of her product. She does indeed live four and a half hours from our distribution site and we needed to be able to dispatch a driver to make the trip which required a little time to coordinate. We wish we could have done it faster. We picked up her product and issued a refund on 7-7-15. Please let us know if there is anything else we can do to help Mrs [redacted].

Thank you for the opportunity to respond to Ms. [redacted] concern via a letter dated 1/2/17 that we just received.   Our customer’s total satisfaction is our number one priority and we pride ourselves on going above and beyond to ensure all our customers are absolutely thrilled with...

everything they purchase from us.  We guarantee everything we sell for taste, tenderness, and against freezer burn for a full year.  In the event a customer has an issue, we will send a customer service representative to their home or business to exchange or pick up their product when applicable.   We are very proud of our customer service department and track record.   Regarding Ms. [redacted] concern on the discrepancy on the weight of the product, we sell several different packages and none of them weigh as little as 12 ½ lbs. each.  They are all significantly more.   All the boxes have the weights clearly printed on them and each customer receives a brochure with the weights of all products.  We are not sure where the confusion regarding the weight originated but our drivers are thoroughly educated on all the details of the product line so they can answer any and all questions.  We sell only USDA choice and prime products and our prices are highly competitive with all home delivery services and online providers for comparable product.   While we are disappointed that Ms. [redacted] did not see the value in our products and services, we respect all customer’s choice to change their mind and will always issue a refund and pick up their product should they in fact change their mind.   Our customer service includes travelling to a customer’s home to pick up the product as we do with all customer service concerns.  The information for which to reach our customer service department in the event they have an issue or to reach us when they are ready to re-order is clearly outlined on the brochure that all customers receive upon purchase.    Regarding this transaction and on the very rare occasion that there is a check that is not honored by the bank for any reason, we first attempt to contact the customer to make arrangements to collect payment prior to sending to collections.  Please understand that we sell an expensive, perishable product and it is very time sensitive for us to retrieve it.  By the time we receive a uncollected check back from our bank several days have passed. We have no choice but to use our collection agency to protect us against fraud and bad checks.  There was no telephone number on Ms. [redacted] check.  Our driver attempted twice to stop by their home on two separate occasions, but each time they were not home.  In the event that this every happens again, we will instruct our driver to leave a note which he did not do in this case and clearly should have.    Other than that, we feel like we made every effort to avoid sending the check to collections.  Keep in mind the customer still has our product and we do not have payment.   We are relieved to be able to resolve this situation and would be happy to pick up Ms. [redacted] product and refund her money or clear her from collections.  We hope that it will be acceptable resolution and are taking steps internally to avoid a situation like this happening in the future.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  We would like to resolve this complaint as well.  We would like Twin Cities Steak & Seafood to pick up their product, return our check and clear their complaint against us with the collection agency.  We request they make contact with our son [redacted] to schedule a convenient time for both parties to collect their product.  Regards[redacted]