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Business Profile

Food Wholesalers

Prime House Direct, Inc.

This business's accreditation status is suspended and currently under review.

Complaints

This profile includes complaints for Prime House Direct, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Prime House Direct, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 47 total complaints in the last 3 years.
    • 18 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/22/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Bought a box of steaks for $279.98 to cook up for the family and EVERYONE who ate it got sick. I thawed another steak to see if it was the meat and it smells sour.

      Business Response

      Date: 06/30/2025

      Please contact ****** @  ************ or ************************************************************************* 

      Sorry about your issues with our product,we have never had anyone get sick and if this is the case I recommen you contact the health department.,our venders keeps a sample of the pellets that we purchase,alone with **** inspector's on site.while processing.either way we do want to make sure your happy.please contact ****** at the info above and I will take care of you .thanks *****

    • Initial Complaint

      Date:06/20/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I worked June 4th and 5th for The Prime House Direct, selling meat in a tattoo shop parking lot in ********************I was not paid at all for my work. I have reached out to ****** ****** *** **** *******. Both are ignoring me. How to resolve?

      Business Response

      Date: 06/23/2025

      Robert with prime house direct. Please give me a call so we can't figure out what's going , if you indeed worked for our company you will be paid, not sure where you came up with the amount of 320.00 for two days, but please give me a call and we will figure it out 689-999-1709

    • Initial Complaint

      Date:06/03/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Bad business. Bought from a truck at **************. Spent $100 on Ribeye and Shrimp. I cooked 6 shrimp and 2 ribeye. My daughter and I have never been this sick. I offer to send the remainder back. These people should be shut down immediately!!

      Business Response

      Date: 06/18/2025

      Please contact at ************, Sorry I have been out sick for 6 weeks, we're sorry that you had a issue with our company. Please send proof of purchase to *** at **************************************************************** and we will take care of you. Sorry and thanks ****** Wilson 

    • Initial Complaint

      Date:05/11/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This place is a scam. The steaks they sell are paper thin and brown. They should not be allowed to get away with scamming people like this. The pictures on the flyers look nothing like the product they sell and I wouldnt pay $1 for these steaks. I threw them out. *****!

    • Initial Complaint

      Date:04/28/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I feel scammed as I jumped on the 20 ribeyes for 40 bucks deal abd they are paper thin and honestly rip when Grilling. This is why I was ***** about buying from a truck but I won't anymore as this experience had proven my gut was correct. I have emailed several.times and also called their dm.*** with no call back . Attached are pics.of their ***** ribeyes

    • Initial Complaint

      Date:04/23/2025

      Type:Product Issues
      Status:
      Unresolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 4/18/2025 I purchased the 20 Ribeye steaks for $49.99 deal from a truck in *****************. I'm extremely disappointed with the quality of the steaks I received. The steaks were paper thin, tearing apart easily, slimy and did not resemble ribeye cuts or even BEEF at all. It was On top of that, the taste was unpleasant, and the meat did not seem fresh in the slightest. The way the steaks were packed made them appear thicker at the time of purchase, which felt misleading. Overall, the quality of this product was far below what was expected and advertised.I am requesting a full refund for this purchase. Please note that I do not want any replacement products or future offerings-l have no interest in receiving anything else from your company. I simply want a refund for this order due to the very poor quality and taste.

      Business Response

      Date: 04/27/2025

      Thank you very much for contacting Prime House Direct - we will contact you at the number you provided for further informaion.

      Robert 

      Customer Answer

      Date: 04/30/2025

       
      Complaint: 23242429

      I am rejecting this response because:

       

      I have not received a call or any other form of contact from this company to discuss my complaint and my refund.

      Sincerely,

      Tiana S

    • Initial Complaint

      Date:04/07/2025

      Type:Delivery Issues
      Status:
      Unresolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchase a truckload box on 4/2/2025. I placed all meat in the freezer. I attempted to grill some steaks on 4/3/2025. My meat was gray and discolored and it had an awful smell: Ive tried several times to reach out to prime direct but no one is responding. I spent ******

      Business Response

      Date: 04/08/2025

      Thank you for reaching out to Prime House Direct and providing your receipt. I will contact you today, my number is ************, please each out to me at any time. 

      Rob 

      Customer Answer

      Date: 04/14/2025

       
      Complaint: 23172075

      I am rejecting this response because: this business owner never reached out to me. I called him twice to let him know my meat smelled spoiled and some of my food way gray. The owner requested pictures in which I sent but he still hasnt gotten back to me. he was rude and said it came from the film of the package. Attached is how gray my meat was. Then on top of that, he takes days to response to text messages and he definitely doesnt return phone calls! I would like a refund of some sort! 

      Sincerely,

      ******* ********

    • Initial Complaint

      Date:11/16/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      -I purchased a frozen chophouse box of meat from their truck located in ***********, ** on Aug. 15th for $384.02 and immediately put them in my deep freezer. They claim a guarantee.-I thawed and attempted to cook 2 different steak cuts on Aug 15th and Aug 16th. Both thawed and lost shape and appeared mushy and falling apart. Taste and texture when cooked were not like meat and it was not edible -August 19th i filled a complaint on their online form asking for a refund and received no confirmation of submission -Aug 19th sent email following up on form submission. Received response with phone number saying to contact general manager ****** directly. Call with no answer -August 22nd left message for ****** after no answer.-Emailed primehouse Aug 29th to follow up with no response from calls to ****** and response was to call him directly -Finally had ****** answer on Oct 23rd. He stated he would look into if something occurred with that specific batch as it's abnormal for them to get complaints. I requested a refund. Texted him pictures of the "filet" cut of meat thawed. He said he would call back and i have not heard back.

      Business Response

      Date: 11/17/2024

      Please send a copy of your receipt to ****** at **************************************************************** and a number for him to contact you,if something isn't right ,we will make it right .like all companies you would have to return your purchase the same way it was taken .sorry the 15th was Friday and we're closed on the weekends. Sure ****** will contact you on Monday .thanks 

      Customer Answer

      Date: 12/09/2024

       
      Complaint: 22566140

      I am rejecting this response because:

       

      Hello,

       

      This is in regards to complaint ID ********. I was going back and forth with the business and forgot to respond within the 7 days. I heard from them and they asked for an address for who is requesting a refund without directly saying they would send a refund. I word it this way because I have yet to receive a refund and when reviewing communication with the business noted the wording choice as interesting and noncommittal. 

       

      So as of today I have not been satisfied with the businesses response and think it very shady they have a satisfaction guarantee when they avoid returning calls or addressing feedback directly to resolve problems.  I happen to have capacity, knowledge, and resources to be able to keep at this however feel for all of those individuals who don't and get scammed by this company. 

       

      I'm unsure if it matters for you as it's past the 7 days but wanted to update you as I am beyond frustrated with this company and their lack of professionalism.  

       

      Thank you for your time,

       

      ****** ********



      Sincerely,

      ****** ********

      Business Response

      Date: 02/13/2025

      Contacted purchaser, a full refund is processing and will be mailed this week.

    • Initial Complaint

      Date:11/15/2024

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      EXTREMELY UNSATISFIED - My partner and I thought we were getting a great deal but shortly fell ill after consuming Prime House Direct. When thawed the meat has a film to it and looks rather sluggish. We spent $699 on this thinking we were getting actual good meat. I am very unhappy about this situation and request an immediate refund. This is unacceptable. I have also reached out to the ** *** numerous times but he has not answered. I would appreciate it of someone reached out to me directly via phone with the number provided on this case. I also would like to have the option to email my receipt to someone who can resolve this issue for me. I am at a lost for words, fell ill from this meat and tried to reach out to ** and no response. This is hard earned money, $699 is a lot of money to spend on something that makes you sick.

      Business Response

      Date: 11/15/2024

      A refund is being issues for an agreed upon amount. Please allow ten days for refund to be received. Thank you for allowing Prime House Direct the opportunity to resolve your concerns. 

      Customer Answer

      Date: 11/16/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      *Currently waiting for my refund to come via mail* once received this case can be officially closed. Thank you. 

      Sincerely,

      ***** T

    • Initial Complaint

      Date:11/09/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hello, I am extremely unsatisfied and very unhappy with my purchase with Primehouse Direct. When thawed the meat has a grey and slimy film over it and an odor. When consumed it made my partner and I sick. I am filing for an immediate refund.

      Business Response

      Date: 11/10/2024

      Thank you for reaching out to Prime House Direct. Customer satisfaction is our top priority. Please contact *** at ************ as he will work with yo to quickly resolve your concerns. Please have your receipt available. Thank you 

      Customer Answer

      Date: 11/15/2024

       
      Complaint: 22536029

      I am rejecting this response because: 

      It has not been resolved. I have called *** numerous times and it goes straight to voicemail. He has not picked up. I'm requesting that someone reaches out to me directly via phone with the number provided from this case. 

      I would appreciate it if this matter was resolved rather soon as I am extremely unsatisfied with the quality of the meat. This meat has made both my partner and I sick after consumption. 
      Sincerely,

      ***** ****

      Business Response

      Date: 11/15/2024

      This is a duplicate request for refund- this issue has been resolved. Please delete one of the complaints, Thank  you 

    This business's accreditation status is currently suspended and under review.

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