This charcuterie’s (a.k.a. Trois Petit Cochons) online advertising offered a deal on sous vide meals shipped directly to the buyer. The orders are shipped on Mondays and Tuesdays. The order I placed was delayed by UPS, arriving totally thawed, and warm, on Friday 7/18. The week was mostly 90° days, and UPS showed the parcel in their truck for 12 hours by the time it came. I emailed 3 Little Pigs immediately, including a screenshot of the UPS tracking times, and requested a refund. As of today, 7/24, no response. They do not provide a phone number (note to self: don’t order if a business can’t be contacted by telephone). I filed a Paypal dispute and emailed the seller that I was doing so.
The spoilage is not 3 Little Pigs’ fault, but it IS their responsibility.
Agreed with you, and that’s disappointing to hear. I hope they do reach out and make this right for you. I do a number of different online delivery of perishable foods from niche purveyors, and all of them will overload on dry ice or ice packs (and super insulated containers) to withstand a full day out in blazing hot sun, so this should be very manageable.
They say they can’t accept returns - but they damn well should respond with a crappy delivery issue! @greygarious - not sure what Email address you used (the one on the website? - help@village-gourmet.com? ) but they have a FB page that has a separate Email address - customersupport@3pigs.com. Unfortunately, the Reviews Page on FB shows a complete lack of return contact when multiple customers had issues.
From the 3 Pigs website:
Now - the link from their site goes to village-gourmet.com - which is a separate company that carries their products. The only way to contact THEM is via an online form. However, I started looking up various names on the Team Members page:
So there was some sort of ice/insulation, just not enough? And it had been scheduled to arrive on Thursday? Was it by next day air, second day air, or UPS ground?
You could try to get reimbursed via a damage claim to UPS, although not all of their shipping estimates are guaranteed & I don’t know if they cover perishable goods.
The company should take responsibility if they state 48 hours and all that.
But as part of buyer beware…global warming is real and ordering during the summer when 100f+ is happening just about everywhere during summer…order with caution.
I have some of those re-usable gel packs from delivery and in a 5 day rated cooler in 75f weather, the packs stay cold for 4 days. In the insulated delivery packaging, a cardboard box and the gel packs sitting in a truck in 100f+ weather (truck is even hotter) I’d have doubts about 2 days.
Remember Mallomars? They’re only sold in late fall, winter and spring because of temps will melt the chocolate. All I’m saying is beware, global warming is real.
Thanks VERY much for your sleuthing, Linda! I didn’t see it until just now. I did use the 3 pigs email. I disputed the charge via Paypal already. Yesterday, a full week after I emailed them, I got a breezy e-mail from a Mary Ann Gabino, with apologies and a request for photos of the damage and a copy of the packing slip so that 3LP could file a claim with THEIR insurance company.
In my reply, a remarked on the gall they are displaying. A photo of thawed packaging shows nothing different from a photo of cold ones. I did still have the packing slip, and emailed a photo of that, the food having been disposed of during weekly garbage pickup.
The latest is her offer of a $95 gift card for a future order. AS IF! My response was that they have proven their awful customer service so I would never think of ordering again. Next stop BBB and the Boston Globe’s consumer advocate. I wish I had looked at their FB page before ordering after seeing their FB ad.
Yeah, a week after you Emailed them is utterly useless. Did they seriously expect you to have kept spoiled food? This must be their standard Customer Service MO. Wait until the food is tossed and then say “Sorry, UPS won’t refund without showing that the food was spoiled.”
Hopefully Paypal refunds you (although Ive heard that can be like pulling teeth as well).
