Complaints

• Initial Complaint

  27/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a half of beef cut and wrapped at Kawano Farm, and picked it up from the farmer that sold it to me on March 15th. When i was putting the beef away in my freezer i noticed that my cutting instructions were not fully followed and i seemed to be missing some tenderloin. I contacted the farmer and asked if it was possible that a mistake had been made and i didn't receive a box of meat, the farmer replied that she picked up everything that had my name on it. I also asked the farmer if she knew why my cutting instructions weren't followed and she said no. The farmer provided me with a picture of my cutting instructions that Kawano Farms sent to her and i noticed that the picture she sent to me was different than the picture of the instructions i sent to her. It seemed that Kawano Farms transferred my instructions to another sheet but didn't transfer the instructions correctly. I also noticed that i didn't seem to get all of my best cut of meat(tenderloin) i received 6 packs of 1" steaks which equals a 6" tenderloin. There may be (2) 1" steaks in a few of the packages as mentioned to me by Kawano Farms, i didn't open all the packs. Still, even if there is (2) 1" steaks in a pack, a 12" tenderloin is still not enough. I was a meat cutter for (9) years and i know that on a 273lb half of beef, i should have gotten back more than i did. (1) piece of 1" tenderloin in the store is currently selling for $25-30. When i discussed this issue with Kawano Farm, i was told that they were "sorry" and "unfortunately they couldn't glue it back together" I was offered no restitution from Kawano Farms. I don't know what Kawano Farm charges to cut and wrap a half of beef as my cost was a lump from the farmer. I want my cutting fee reimbursed as well as compensation for the missing tenderloin.

  Business response

  28/03/2024

  I was contacted by ************** by phone and heard his complaint. It was explained to him that mistakes were made and I was very sorry, before I could offer a resolution, he began to inform me that he was a meat cutter for 9 years and that I stole some of his meat. We have been in business for over 45 years and have yet to have a complaint to the BBB. I also contacted the producer from which he purchased the beef and they said that they had offered to take the meat back and refund his money to which he refused. We take great pride in our work and we do make mistakes, most of the time the mistakes can be resolved easily and promptly. I do not take well to being called a thief and have built a business on trust with our customers and producers. I hope that this is enough information and if there is any other concerns please contact me.

  ****

  Customer response

  28/03/2024

   
  Complaint: 21491374
  
  I am rejecting this response because: Unfortunately **** is making it sound like he tried to offer a resolution during our conversation, he had ample opportunity during our conversation to suggest a resolution but all he offered were excuses and stated that he couldn't glue it back together. I sent another message to Kawano Farms (2) day's after our initial conversation telling them that since no resolution was offered, i would be pursuing the matter more officially, again, no attempt to contact me to offer anything. I also want to state that i never called **** a thief as he is saying i did, the correct language i used was actually in the form of a question. I asked him where the rest of the best cut of meat on my beef was, to which he claimed a mistake must had been made and offered no solution. As far as i can tell from Kawano Farms reply to my initial complain, still hasn't offered a resolution to this issue. 

   

  
  Sincerely,
  
  *******************

  Business response

  02/04/2024

  As I have said, he was offered to give his meat back and have his money refunded by the producer. I offered no resolution to his complaint as he told me that he was a meat cutter for 9 years and he was certain that he did not receive all of his meat. When I spoke with the producer, they reassured me that they would not deal with him again and they were very sorry that I had to deal with this. His demand of having his cut fees and "missing" tenderloin is absurd. There was no response after his e-mail as I was under the impression that he was already making a complaint to the BBB and I felt that there was no use talking to him any further. 

  Customer response

  09/04/2024

   
  Complaint: 21491374
  
  I am rejecting this response because: kawano farms has admitted they made a mistake. They transfered my cutting instructions to another form and didn't transfer them properly so my instructions were not followed completely. As far as the tenderloin issue, kawano farms offered only excuses and no logical explanation as to why i only received a small portion of it and stated that "a mistake must have been made" Seem's odd to me that a business that talks themselves up so highly shouldn't make mistakes and when/if they do, should have a process for restitution like most reputable business do. I will agree that the farmer offered to buy back the entire half of beef but i didn't feel that responsibility fell with the farmer, they didn't make the mistake, the processing facility did and i did want to keep the beef. I've accepted that kawano farms will not offer restitution of any kind in this matter to my family so this will be my last communication and my complaint will stay active with the BBB.
  
  
  
  

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