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Merchant Member
2017-03-29
1/5
Customer service -1 Omaha Steaks must hate our service men and women!
"It started out by me thinking my son, who is in the Air Force, might like some steaks for Christmas. So I order almost $300 worth of steaks for him. I knew the mail system on base was slow at reporting packages to him so I asked for his friends address who lived off base. Here is where I will take some of the blame. The address was 6401 and I typed in 6301. However this was an large multi-structure apartment complex. UPS attempted delivery to the 6301 address and called my son to get the corrected address. He gave them the 6401 address but they never attempted re-delivery. So from here it looks like Omaha Steaks held no blame, and UPS was at fault. I am fine with that assessment, except for the lack of customer service I received from Omaha Steaks. I called them and asked were the package was, they told me they would have to re-send it because it was sitting in the warehouse too long to be edible. The representative I talked to originally said I would have to pay for just the shipping. I was upset but figured this was better then nothing. Turns out they were trying to charge my card for the entire amount again. I stopped that order.
I contacted customer service again, they transferred me up the chain to someone higher (allegedly a supervisor) up who discovered that UPS never attempted a re-delivery. She stated this looked like a UPS problem and she would have a supervisor contact me after she bumped it up. Almost a week went by before I decided to contest the charges on my bank account. Long story short Omaha Steaks hid behind their policy of deliver guarantee only to the address provided. No mention of UPS not redelivering. In fact they sent a fax showing that the package was delivered but to Miami, and my son is in Tampa. It was enough for the bank to side with them. I read a huffingtonpost interview from 2012 with the owner of Omaha Steaks, Todd Simon, in which he stated "My dad was so responsive to customers, to the point that when someone said, “My freezer went out and I lost $800 worth of steaks,” he would send the steaks even if it wasn’t our fault. His theory was the word of mouth is going to be well worth the cost. We make those types of decisions all the time." Well Todd, what has happened to your customer service? My son is serving this country and your company, whom does millions of dollars of business with UPS, couldn't correct a UPS error. I will guarantee Omaha Steaks will never get a dime of my business nor will I ever stop letting people know of their horrible customer service."
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