Complaints

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

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  Prime House Direct, Inc.

  10 Celebration Way Peachtree City, GA 30269-1094

• 

  Prime House Direct, Inc.

  5081 Union St Union City, GA 30291-1439

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.

• Initial Complaint

  Date:07/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 Thursday 7/13 I purchased a box if 20 ribeye steaks for *****. Got home and realized it was 10 packages with exreamly thin meat. The cooked out was tough and so chewy we couldn't even eat it. Got an text of the recipt and the bill was ***** not 40 as advertised. This is not good business and I would like a full refund for this headache and neat that is very tough to be eat.

  Business Response

  Date: 07/14/2023

  Thank you for reaching out to Prime House Direct. We appreciate you contacting us with your concerns, customer satisfaction is our number one priority. Please email your receipt to ****************************************************************** you can also text it to ************. We will issue you a refund once we receive the receipt. 
  We apologize for the inconvenience. 
  

• Initial Complaint

  Date:06/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 not the quality they told me. I got 18 ribeyes instead of 20

  Business Response

  Date: 06/29/2023

  Thank you for reaching out us - please give our GM *** a call ***************** he will be happy to assist you. 

• Initial Complaint

  Date:06/27/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Paid 300 dollars for meat package..Steaks not good at all..and tough.. beef steaks, so so.. got free large packet of shrimp. It was good

  Business Response

  Date: 06/28/2023

  Thank you for reaching out to us - customer satisfaction is our priority. Please give our GM Rob a call ***************** he will be happy to assist you. 

• Initial Complaint

  Date:02/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We ordered ****** worth of meat from Prime House direct. After a few weeks of not receiving it I called the lady was very rude Saud it was delivered. Send me tracking number. Said it wasn't thir problem if we did get it and hung up on me. I work from home and my husband is retired. We were home thecday it was supposedly delivered alrhpugh *** has no pictures of where it actually was delivered. We are stuck with no meat and out the money and they are not willing to help **. My husband is a ******* vet. This is really upsetting. Do not buy from this company.

  Business Response

  Date: 02/24/2023

   Customer satisfaction is our number one priority, I apologize for this unfortunate situation. I will contact you or you may contact me directly ***************** to resolve your delivery issue. We appreciate you giving us an opportunity to correct your order. Rob 

• Initial Complaint

  Date:01/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My, girlfriend and I bought from a Prime Direct truck, in ******** ******* January 12, 2023. When, I got home and opened the boxes to put in the freezer . . . I, was shocked at what I received!! NO WHERE, close to what I was shown. I, immediately reached out to them, twice yesterday and they have not responded! Last, night I thawed out one of the prime ribeye steaks . . . it, was gray and smelled horrible!! Moreover, when checking my text receipt . . . I, was shocked to see a $18.00 processing fee, that I was NOT informed off, at time of purchase!!

  Business Response

  Date: 01/24/2023

  Thank you for reaching out to Prime House Direct. I apologize for the delayed response. Customer satisfaction is our number one priority, I have sent you contact information to our GM ***, he should be contacting you soon, or you can reach him on his cell phone either by text or call ************. We appreciate the opportunity to resolve your issue. 

• Initial Complaint

  Date:10/06/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 several frozen meat packages from the vendor on 9/7/22 in the amount o $529.80. In short, the meat was unsatisfactory to the point where it was not edible. I've expressed my concerns via email with details around the quality, texture and taste. In the 15 emails I sent to the business, I received one asking what city I purchased in, but received no further response or actiion. The label said the meat was prime grade meat but in reviewing the individual labels, it was discovered that only 1 subset of steaks were prime.As per their refund policy, I would expect to receive a full refund.From their website: We are 100 % committed to the satisfaction of our customers, if you are not satisfied for any reason, please contact us.Payment ID: *************

  Business Response

  Date: 10/08/2022

  Sorry for such a long response time ,I take care of all complaints and have been in ******* where I have a home that got destroyed,please send a copy of your receipt name and address and how you plan on returning the items ,and I will issues you a refund ,your correct we do have a guarantee on our products.please send info to ************ thanks *************************

  Customer Answer

  Date: 10/09/2022

   
  Complaint: 18177714
  
  I am rejecting this response because:
  
  I have been sending emails since the beginning of September and received no response or action to issue a refund. I request a refund be issued immediately and then instructions be provided for returning the items. Attached is the receipt.

  
  Sincerely,
  
  *********************

  Business Response

  Date: 10/09/2022

  Sorry for delays, refund policy  we have to have a receipt, proof of purchase and since you took our product we need to figure out a way that you're going to return it for your refund, please contact ****** ************ and we will figure something out .we are just like any other company for a refund you have to return what you purchased..but we will refund you.so please ***************** ,thanks

  Customer Answer

  Date: 10/11/2022

   
  Complaint: 18177714
  
  I am rejecting this response because:
  
  I texted ****** on September 9th and provided a copy of the receipt. I have not heard back. 
  

  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 10/12/2022

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********.

  Regards,

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

• Initial Complaint

  Date:09/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Mr and my girlfriend were driving by one of their meat trucks advertising 20 ribeye steaks for *****. We pulled over it was right before 5pm and he was getting ready tk close (so he said). I asked how many ounces they were and he told me 6oz per steak loud enoughbfor my girlfriend to hear who was sitting in the truck and me and the salesman were outside by the busy road. Being rushed I bought them for *****. When I got home we opened the box and the steaks are 3.5 ounces per steak and thin enough to make cheesesteak sandwiches out of. No way these steaks are grillable. I reached out to them twice and they have not responded at all. I was lied to and the steaks are filled with fillers that me and my girlfriend can not eat that we were also not told about.

  Business Response

  Date: 10/01/2022

  Please send ****** a copy of your reciept and I will issuse you a refund,all boxes are labeled with weight on them ,we do have the 6oz Ribeyes,and 12 oz , please text a copy of your reciept to ************,sorry if you feel you were misslead but am sure he just grabbed the wrong box .thanks ,***

• Initial Complaint

  Date:09/10/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 August 3, ******************************************************** **********, ** and purchased $1167 in beef, chicken, pork, and seafood to fill our freezer. We were told there was a 100% satisfaction guarantee. The next night we thawed 1 steak and 1 piece of chicken for dinner. The steak was gray when thawed and cooked and the texture of both were off, like pressed meat. Neither my husband or myself could eat them. We emailed Prime House Direct with no reply so I started a dispute with the credit card company. We now have a freezer full of meat we can not eat. We just want to return it and get a refund.

  Business Response

  Date: 09/18/2022

  We to except returns, and it has to be return the way you bought it,in the boxes labeled,so we can return it to our vender as well ,if something is wrong we will exchange it ,we buy from a few venders on a large scale,and we have to exchange it the way we got it from them.so if you will contact ****** and he will set up the method of exchange for you.************

  Customer Answer

  Date: 09/21/2022

  At no point in time when purchasing the meat, or on their website were we told we needed the original large box for returns or exchanges. Also my husband has been communicating with the person about a refund/exchange but he has stopped responding.

  Business Response

  Date: 09/21/2022

  You would have to return it ,just like it was bought from our sale in the boxes since they are labeled,please contact ****** at ************ to set up a return .thanks

• Initial Complaint

  Date:09/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Do NOT buy from this company. They are ***** and unprofessional. They say theyll call you back, and dont. My husband bought from a food truck, we were suppose to get a *** discount. Did not get that. We were told it would be over $100 less than what it was at the register because the boss wants us to get rid of product since it is the end of the day. My husband had just worked a long shift, went with full intentions of filling our fridge. They lied to us about the deal we were getting. Added on extra money at check out, all to EQUATE to the same cost of buying it online. If they would have been upfront, this would have been zero problem. But, they werent. Now, we just want to return it all. We filed a complaint a couple days after the sale when we realized how badly this company had screwed us. Now here we are, a month later and anytime we call we get told we will get called back or contacted by another person. Never happens. I finally got in contact with *****/******. We had extensive phone and text conversations, once I told him we just wanted a full refund he just stopped contacting me. Called today and he acted like he didnt know who I was and said they dont refund based on poor customer service. Horrible, horrible company and experience. The refund policy states We are 100 % committed to the satisfaction of our customers, if you are not satisfied for any reason, please contact us. Which we have done, multiple times.

  Business Response

  Date: 09/06/2022

  I did speak with a customers I was told that the husband did not get a law enforcement discount at that point I did offer to mail them the discount, just needing a name and address she said that she would get back with me but her husband was working. Later I was contacted  she said that her husband now just wanted all the money back and I asked if something was wrong with their product ? and she said no. We do offer a money back guarantee on our product if anything's wrong with it. This product is beef chicken seafood all Frozen that we have on our truck that is a freezer truck and once the product is sold, we do stand behind our product if anything is wrong with it.and at this point the only problem was not receiving the discount,and refusing the discount that I offered to make it correct..,

• Initial Complaint

  Date:08/30/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Left multiple message on their website with no response, so don't even bother with that and simply go the BBB route. I purchased the prime beef box from your ********* ** truck on July 15th and paid $289 plus tax for a Prime box that contained sub par meat with no marbling, was very thin, and didn't smell right. I defrosted 10 different steaks as per your instructions and the meat didnt look right and smelled bad and half my guests wouldnt touch it. Several guests had gastrointestinal issues and food poisoning so they won't be stopping by for BBQ for a long time.I should have just walked away once your salesperson started her car saleswoman like pitch but I had driven an hour to get to your truck and didnt want to go home empty handed. On top of that, she said she was unable to print me a receipt but I do have the credit card charge as proof of my purchase. I am requesting a full refund due to an inferior (smell and marbling) and potentially dangerous (bacteria) product.

  Business Response

  Date: 08/31/2022

  Please contact ****** at ************ and provide a reciept or copy of CC charge,and he will tell you how you can return it for a refund.if you can't get through just text him and he will return your call.thanks

  Customer Answer

  Date: 09/01/2022

   
  Complaint: 17799267
  
  I am rejecting this response because:  I called ************************* as instructed and left a voicemail and text.  He didn't respond within 24 hours so I prompted him again via text.  During this text conversation, he requested that I return the product which, of course, I tossed the remainder in the trash after the awful experience with my guests getting sick and some subsequent defrosted steaks smelling rancid and not looking right.  He's hung up on the fact that I don't have any product to return, going so far as to say "We are like any company in *******...you need to return what you purchased for a refund" (I'm trying not to read too much into this comment but I do have a foreign sounding name and I was born in the good ol' US of A almost FIVE decades ago).  Even if I did have the remaining product, what good would it do to ship him frozen steaks?  Would he then turn around and resell it?  It's crazy to think it's acceptable to ship a perishable food item back and forth across the country.  Unfortunately, ****** has convinced himself that his logic is correct when it is actually flawed if one considers this is food we're talking about.  Reading through other BBB comments brings one to the conclusion that "customer satisfaction", no matter how many times ****** says it is, really isn't his priority.   In order to achieve that "customer satisfaction", the consumer needs to jump through hoops and go through the BBB, which is something very few are willing, or know to do.
  
  Sincerely,
  
  *******************