Complaints

• Initial Complaint

  12/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a container of duck fat from Maple Leaf Farms, and it arrived damaged with the bottom part of the container completely shattered, and the duck fat exposed. I took pictures and contacted Maple Leaf Farms letting them know that my product arrived damaged. I requested a refund and they stated that they can only provide a replacement although their website states that they provide refunds. My replacement order did not even come in time for me to use the duck fat for Christmas, and is now useless. I would like a refund for the product, shipping, and inconvenience that they have caused on my end.

  Business response

  12/28/2024

  Following our Standard Procedures, when the complaint was made, we immediately apologized to the customer and requested pictures so we could start our damage order claim process.  We did have to contact the customer twice before she responded almost 24 hours after the initial complaint with pictures and more information on her issue. 

  When an order is damaged, it is our procedure to process a replacement order to ship out as soon as possible to get the customer the correct product.  In this situation, as we were close to the holiday, we upgraded the shipping at our expense to Overnight Shipping so the customer would have the product in time for Christmas.  The customer originally paid for Ground Shipping, which was not the recommended ship method for the month of December, per our Shipping Policy.  **************************************************************************;

   The customer did not initially request a refund until after her rush replacement was already processed and could not be stopped.  Again, it is our standard procedure to process a replacement order if and when an order arrives damaged.  Unfortunately, we are unable to process a refund for this order as a replacement was shipped overnight and arrived prior to Christmas Day.  

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   Refund or Replacement Requests:  Once orders are placed, we are unable to cancel or refund orders, as our ******************* processes orders very quickly.  If there is an issue with your order, you must contact us within 10 days of your order arriving.  Please email us pictures of the cooler, product, how the order arrived and full details of the order issue for a replacement request to be reviewed.  Please do not discard product or cooler until you have contacted our **************** Team. 

  Customer response

  12/28/2024

   I am rejecting this response because:
  I could not submit the photos on your website, which is where I submitted the claim, because there was no option to add an attachment. I had to wait for your response in order to send the photos. The fact that you are blaming me when you are the reason my product arrived damaged is shocking. Again, I am requesting compensation for the damaged product, and the inconvenience caused on my end. I am not at fault for what occurred and the fact that you are blaming me instead of apologizing says a lot about your business. 
  
  

  Business response

  01/06/2025

  Once again, when an order is damaged, it is our procedure to process a replacement order to ship out as soon as possible to get the customer the correct product.  In this situation, as we were close to the holiday, we upgraded the shipping at our expense to Overnight Shipping so the customer would have the product in time for Christmas.  The customer originally paid for Ground Shipping, which was not the recommended ship method for the month of December, per our Shipping Policy.  **************************************************************************;

  The customer did not initially request a refund until after her rush replacement was already processed and could not be stopped.  Again, it is our standard procedure to process a replacement order if and when an order arrives damaged.  Unfortunately, we are unable to process a refund for this order as a replacement was shipped overnight and arrived prior to Christmas Day.  
  

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