Complaints

• Initial Complaint

  01/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Our bad experience stems from a delivery made to the wrong address and the abject surrender of Boarderie to being at the mercy of ****** with absolutely no leverage to help rectify the mistake. Efforts to get a refund or re-delivery were met with the rule book being thrown at us, that we hadn't bought a 3rd party shipping insurance. Speaking of the rule book, the website of Boarderie has the following disclaimer, and I quote "We do not warrant that the quality of any products, Services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected.". I'm wondering how a company that sells food products can get away with no liability for the quality of the product. So if the cheese, for example, is contaminated, they are not liable for anything.

  Business response

  01/16/2024

  This customer filed a complaint with PayPal regarding this issue.   Customer has since been refunded and the PayPal dispute is closed.  We not only provided a refund but also a $30.00 credit which was used by customer to place a new order.   I am attaching the PayPal dispute conversation.   I am curious, the amount we refunded is more than this requested amount.  Perhaps we were looking at the wrong order as this customer has 3 orders and has had one order shipped to the customer.   We refunded $159.00 AND provided a $30.00 discount.  Hopefully this resolves any issues that the customer has experienced.   I would like for the customer to show where on our website this quote is located "We do not warrant that the quality of any products, Services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected.".  This is NOT from our website.  And yes, we do use 3rd party shipping insurance, which is very clear on our website.   On every page of our website we have small tabs with Ingredients, How to Care for your Board and Shipping & Delivery Policy and in the *** under Shipping & delivery policy, this information is very visible:  

  We have partnered with *********************** to give you the option to insure your packages against damage/spoilage in transit due to delay. Our custom packaging keeps boards chilled for ******************************************************** *** overnight shipping. If you purchase *********************** and your order is delayed 24 hours past the scheduled delivery date, you can file a claim with Route for a full refund or reshipment by reporting your package as damaged (spoiled) in transit. You can also file a claim if your package is lost, stolen or damaged in any other way. If you do not purchase Route, your package is not protected and will not be refunded.

  We try to be as transparent as possible with everything on our website.   We want nothing more than for our customers to have the best experience.   It's very disheartening and disappointing for our small family-run, found-led business when our customers have the experience such as this.     We hope that with the refund on PayPal and the $30.00 discount which was used on the new board that was recently shipped and delivered that we have closed this chapter and we have a happy customer.  

   

   

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