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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/05/2024

      Type:Sales and Advertising 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.
      This company is misleading customers, about prices of their meat specials!! Its very deceiving..

      Business Response

      Date: 09/14/2024

      Sorry you feel that way we advertise 20 Ribeyes for $39.99 crab legs for $39.99 and we do have those available so maybe I'm missing the issue here if you like to explain you can contact ****** at ************ and we will try to make it right with you if there was some problem on our end thank you and have a wonderful day

    • Initial Complaint

      Date:08/25/2024

      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.
      This meat gets me physically ill. Diarrhea, nausea, foul smelling urine and more. When cooking, this product emits a greyish-brown scummy spine which you can clearly see in the attached photos. Need our money back ASAP!!

      Business Response

      Date: 09/09/2024

      Sorry to hear about your experience if you could please contact ****** at ************ and please provide a copy of your receipt and we will gladly take care of this issue.thanks

       

    • Initial Complaint

      Date:08/24/2024

      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 meat from this company they sent me a tracking number on August 19th saying my items have shipped ***. *** does not have my package it has yet to be shipped and this is all perishable items the last two orders I received from these people I have received spoiled hot packaged meat no dry ice no nothing, there refusing to fix this issue they already charged my card but don't want to send me my product that I purchased I am demanding a full refund

      Business Response

      Date: 08/25/2024

      We appreciate you reaching out to Prime House Direct. Your email has been forwarded to our ecommerce department. Our, GM ***** phone number is ************, he is avaible by phone during normal business hours. 

      Customer Answer

      Date: 08/25/2024

       
      Complaint: 22190211

      I am rejecting this response because:

      Sincerely,

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

      Business Response

      Date: 09/14/2024

      Very sorry you're having problems with our online ordering you can contact ****** at ************ and I will personally resolve your issue again I'm sorry on behalf of our company if it was something that was done on our end we will correct thank you and have a wonderful day

    • Initial Complaint

      Date:08/23/2024

      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.
      The Meat Is weird And It's Slimy. SEEMS like meat glue

      Business Response

      Date: 08/25/2024

      Please give our GM *** a call, ************ as he will work with you to resolve your concerns. Please have your receipt handy. 

    • Initial Complaint

      Date:08/23/2024

      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.
      Around a month ago I saw this ad for Prime house Direct that they were selling 20 Ribeyes for $40 so I thought that sounds like a good deal even though if they're little 6 oz Ribeyes cut into three Oz pieces I didn't see a problem with that good cut of meat I came in a box all Frozen all vacuum sealed finally yesterday I was able to try a couple packages of the steak but I was completely let down and disappointed with The Taste texture and quality company completely lied about the quality the stakes are not up to the Quality they were advertising after unthawling the meat I could tell the meat was slimy and compressed with meat glue and added fat which they don't tell you they also have it mechanically tenderized which they don't tell you in the advertisement or any of the employees there you have to look at the Box. You can tell the meat Glue by the chunks of excess white particles on the meat how it was just pieced together. Complete false advertisement.

      Business Response

      Date: 08/25/2024

      Thank you for contacting Prime House Direct - customer satisfaction is our top priority. Please give our GM *** a call ************. We guarantee all of our products as we sell USDA inspected and certified products. Please have your receipt available. We look forward to hearing from you.

    • Initial Complaint

      Date:07/29/2024

      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.
      On 05/15/2024 my *********** bought a box of steaks from a Truckload Sale that was going on in town. Every time I've eaten something from that box I am sick for the next 2 days. Sick meaning nauseous, vomiting, and diarrhea. It happens every time. I had filet mignon yesterday and I am sick once again. I don't get sick like this eating anything else or meat purchased other ways, only from what came in that box. We spent $350 for this. I didn't expect it to do this to me. Seriously upset about this. I don't want a replacement because that would just be more meat that would probably do the same thing. I would welcome my payment being refunded. I would also ask that the company be investigated because this is not okay. There is absolutely no excuse for this to be happening.Thank you

      Business Response

      Date: 08/02/2024

      Thank you reaching out to Prime House Direct with your concerns. Please email a copy of your receipt and contact information to ****************************************************************** Our General Manager *** will work with you to resolve this issue. 

      Customer Answer

      Date: 08/03/2024

      I have included the verification from the bank for the sale as well as 3 pictures of the box that my husband and I purchased. Two sides of the box were identical, which is why there are only three.

      It appears to me that the business is only interested in a quick settlement. I am not. I believe this company needs to be investigated, and I do not think that will happen when they are only reimbursing people who complain. If they would like to reimburse me for the purchase, that is fine. However, I want their products to be investigated as well.

    • Initial Complaint

      Date:07/27/2024

      Type:Customer Service 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 spent $415.99 On BOGUS Half the steaks were spoiled they were covered in meat glue. They were slimy and marked wrong the rib eyes where almost like a ***** this is bogus scam very displeased! Contacted service no response. Im going to need a refund this is pathetic

      Business Response

      Date: 08/02/2024

      Thank you for reaching out to Prime House Direct with your concerns. Please email your receipt to ***************************************************************** Our General Manager, *** will work with you to resolve your issue. 

    • Initial Complaint

      Date:07/24/2024

      Type:Service or Repair 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.
      Went to the truck event they were having because they had a good deal on ribeyes, 20 for *****. Bought the ribeye, catfish and shrimp. Got home and the ribeyes were extremely thin and the catfish partially thawed. I posted to their fb and they deleted my comment. Posted again with pic of the ribeye and they blocked me. As a customer why cant I let other customers know what the products look like.

      Business Response

      Date: 08/02/2024

      Thank you for reaching out to Prime House Direct with your concerns. Your contact information and reciept has been forwared to our General Manager. *** will contact you within five days. His cell number is ************ if you would like to reach out to him. 

      Customer Answer

      Date: 08/07/2024

       
      Complaint: 22039693

      I am rejecting this response because: GM never reached out to me. 

      Sincerely,

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

      Business Response

      Date: 08/30/2024

      A full refund has been issued for ****** to 

      *************************
      ***************
      ********, ** 12401

      Not sure what else to do. Thanks ***********;

      Customer Answer

      Date: 08/30/2024

       
      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.

      Sincerely,

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

    • Initial Complaint

      Date:06/14/2024

      Type:Sales and Advertising 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 just meat from this truck on Thursday I thawed my meat out to cook it was gray and had a funny smell and i dont who to contact about a refund I spent $306 on bad meat

      Business Response

      Date: 06/16/2024

      Thank you for reaching out to Prime House Direct. We pride ourselves on providing a quality product with excellent customer service. Your concern has been sent to our GM, *** who will be contacting you; ***'s number is ************, if you would like to contact him directly. Please have your receipt handy to expedite resolving your issue. Thank you  

    • Initial Complaint

      Date:05/16/2024

      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.
      On 5/15, I purchased (2) boxes of ribeyes ($40/each) and (1) box of snowcrab legs ($40), when I got home, I set out a few steaks to thaw for cooking today. This morning, when I checked the thawed meat it had a funny odor and when I cut the plastic that it was encased in, the meat felt slimy, and the odor was more pungent. I am not going to feed my family this meat that appears to be old(outdated) or spoiled. I contacted the vendor (Prime House Direct) and was told they would not refund, even though I told them, I will return all but the (4) individual steaks that I set out to thaw. I would even show them but was denied. As much as I enjoy a nice steak, I would rather go vegan than to eat anything from these boxes.

      Business Response

      Date: 05/17/2024

      Thank you for reaching out to Prime House Direct - we guarantee all of our products and look forward to resolving your concern. Please send your receipt your Rob - ************

      or by email ****************************************************************

      Thank you 

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

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