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:08/27/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 drove ************************ **********, ** on Friday 8/26/22, and when I got there, they said that they had sold out, but I could come tomorrow morning, and a new truck would be there.That's is exactly what I did. The truck was supposed to get there and open at 8am, so I was there at 745am. They arrived at 815am. I gave them 15 minutes to set up (get ready) before I went to see what they had.I did end up purchasing a box of the advertised 40 Porterhouse Steaks for $39.99, even though they were not what I was expecting. When he was showing me the Prime steak box, that was listed as $439.00, I'm not certain of the exact price for that bundle, since I didn't buy it, but, every different item in that particular box was almost thawed out already.....and they had only been open for 15 minutes at that point. I wasn't too keen on getting something that was already thawed, only to put it in the freezer again, and when I go to cook it, it be spoiled. This company should invest in a refrigerator/freezer truck, instead of a Ryder rental truck, where there is obviously not a freezer section.Because they were small (1/4" thick) I cooked 4 steaks (2 each for myself and my dad). These were THE WORST steaks that I have eaten in a very long time. I only had to cook them about 5 minutes (total) because I didn't want them to be tough. They were so tough, even my dogs wouldn't eat them. Think of shoe leather, and you won't be too far from what they were like.IF I do eat any more of these, I will have to try maybe cooking them for a few hours in a Crock pot for soup or stew, but they will NOT be eaten as grilled steaks.

  Business Response

  Date: 08/28/2022

  (I did end up purchasing a box of the advertised 40 Porterhouse Steaks for $39.99, even though they were not what I was expecting.)

  Our porterhouse are 16oz steaks not 1/4 inch  and there's only 2 in a package.you claim you cooked 4 ?? So a little confused here, also you didn't buy anything ,your father did,and was given a free box of the breakfast ribeyes .please forward a copy of receipt ,also if the buyer has a problem please have him contact me ,************ and provide me with a copy of receipt,and we always correct anything that is wrong on our end ,thanks *************************

  Customer Answer

  Date: 08/28/2022

  I don't know where Primehouse is getting their info that my dad purchased anything, but he was in bed sleeping.  I WENT THERE, it was MY debit card, and the receipt was sent to my email.

   

  I bought the Ribeye box (nothing else) as you can see on the receipt.   I did not get them as a "free with purchase"  I did say the wrong name in the original complaint,  (Porterhouse vs Ribeye) but it was still me, and that was the only thing purchased.  They were only 1/4" thick and were tough as shoe leather.

  Business Response

  Date: 08/30/2022

  Please text your address and name to ************ will send you a Refund .thanks

  Customer Answer

  Date: 08/30/2022

   
  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:08/18/2022

  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.

  Bought a box of ribeye steak from meat truck in Menards parking lot on 8/18/2022. 20 steaks for $39.99 and paid cash. Noticed they smelled bad like chemicals when thawed. Didn't taste good either. Took them back but he wouldn't take them. Husband called and was sent a text so we can go exchange it for another box but we don't want to try another box. Damage done. Very unsatisfied. ****** learned and will pass on the word. Buy your meat elsewhere!!!

  Business Response

  Date: 09/09/2022

  Please text your proof of purchase ****** at ************. And I will be happy to send you a refund .thanks and sorry there was a problem,******** tons of Meat a month,so sometimes we may get something shipped to us that isn't correct.but we will refund you.please just send proof of purchase

• Initial Complaint

  Date:08/14/2022

  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.

  8/12/22 Drove 45 min to check out the meat Primehouse direct was offering. Was shown a sample of their product. So I bought a case of ribeyes with a free case of NY strip steaks and a case of chicken breast.When we got home and opened the boxes to put the meat in the freezer we were shocked at what we got. NO WHERE close to what I was shown. Not quite sure where they get their meat. I would like a full refund.

  Business Response

  Date: 08/15/2022

  You were showing what you purched,and got some free stuff as well.we do garentee if there's a problem with something .if there is ,you can contact ****** ************

• Initial Complaint

  Date:08/07/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Purchased last night (August 06, 2022) a case of steaks from the truck located in *********, ** at Menards. Was excited to get home and try. Got home and cold water thawed the box containing 6 tenderloin filets. Upon cutting open each individual bag the smell alone was atrocious. Went ahead and grilled them up and they actually started producing a foamy off-putting substance. After finished grilling to a nice medium-rare and removing from heat I let them sit for a couple minutes then sliced them up. I thought any liquid not foamed out would have a moment to settle and reabsorb into the meat. Not the case it was very dry and had to use a carving knife with some force to slice up pieces that should have been fork cut tender. The smell was still not good but slightly overcome by grill seasoning. My wife and I ate 2 each and found the taste to be strange and not appealing. Within a few hours we were both confined to separate bathrooms for violent rages of vomiting and diarrhea which continued throughout the night. This is not good quality meat as advertised and guaranteed. I wish to be refunded for this terrible experience and bad meat. I have with some difficulty tried to reach out directly to company and also left a voicemail for Rob the ** at **************.

  Business Response

  Date: 08/08/2022

  Rob was out sick. Last week, please email him at *************************************************************** or text him at ************ and provide. A receipt. And he will issue. You a Refund. Sometimes things takes a few days to take Care Of.

  .thanks

   

  Customer Answer

  Date: 08/08/2022

   
  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, pending issuance of refund.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/24/2022

  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.

  On Saturday July 16th I drove to the tractor supply on ******************* in ******* ************. I was looking to purchase some meat from the prime house direct truck. I ended up spending almost $2,700 on about eight pretty large boxes of beef. When I got home I immediately thawed out some of the new steaks, and made dinner for my whole family. The steaks were handled safely and thawed out correctly but for some reason my wife and son both got pretty sick shortly after eating dinner. The next day I decided to thaw out more of the steaks to make for sure everything was ok with them due to my wife and child both falling ill after the previous nights dinner. I thawed out four of the t bone steaks that came in my meat deal. The second one I unpackaged smelled awful and I immediately threw all four of them out. Now Im gonna need to throw it all out as its clearly spoiled and I refuse to risk my familys health even if I cant recover from this financially, which I do hope to, Id like to warn others before they spend big money and end up with spoiled beef or poultry.

  Business Response

  Date: 07/25/2022

  We appreciate you contacting us. Customer satisfaction is our #1 priority and we guarantee all of our our products. We are contacting you directly at the number you provided. Please give our GM Rob a call or text ************ also. 

  Customer Answer

  Date: 07/26/2022

   
  Complaint: 17589016
  
  I am rejecting this response because: I reached out to rob the general manager via text message and he did respond, however there was no discussion of a refund or anything similar to making the situation right. Im still out the $2,600 with nothing to show for it other than a chest freezer full of meat Im afraid to **** for my family or Friends 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 07/28/2022

  We have been in communication with you and have explained the process and steps we must take involving your issue, We appreciate you sending the labels - we are in contact with the processing plant and filing required forms as per protocol. 

  We should have this issue resolved soon - and will contact you as to how to receive a refund or credit on your EBT card as there are strict rules that we must adhere to involving EBT purchases. 

  You have my cell phone number and we have been texting on a regular bases. The original response asked you to contact me and we have been communicating since that day so I am not sure what you mean by "rejecting that response" 

  As I explained during our initial conversation, this process would take a few days, as always customer satisfaction is our top priority, and we will work diligently to resolve your issue to your satisfaction. 

  Reach out to me at anytime 

   

  Customer Answer

  Date: 07/29/2022

   
  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,
  
  *******************

  Customer Answer

  Date: 09/07/2022

  On the 16th of July I bought over $2,500 worth of meat from prime house direct at the tractor supply in ******* **. It was spoiled when I got it home and tried to cook some for my family. All four of my family members ended up with food poisoning. Im trying to get a refund because this is a terrible product that Im very unhappy with.

  Customer Answer

  Date: 09/07/2022

  On the 16th of July I bought over $2,500 worth of meat from prime house direct at the tractor supply in ******* **. It was spoiled when I got it home and tried to cook some for my family. All four of my family members ended up with food poisoning. Im trying to get a refund because this is a terrible product that Im very unhappy with.

  Business Response

  Date: 09/18/2022

  Please return it all to our event in ******* ** this coming week ,please text you reciept to ************ please bring it back int the boxes that you took them and we will exchange,sorry July is the hottest month and may have gotten thawed in the heat.,we will be in ******* 9--24-27 please contact ****** to set up exchange ************ 

• Initial Complaint

  Date:07/15/2022

  Type:Delivery 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.

  Placed online order (in May) & did not receive all the items. Called & was told they would send missing items plus a little something extra for the inconvenience. That was well over 6 weeks ago & I still have not received missing items. They have now deleted my comment on their ******** page where I, once again, brought the issue to their attention. Instead of resolving the issue they deleted my comment and blocked me from posting.I tried all this on my own but got nowhere.

  Business Response

  Date: 07/15/2022

  Please contact ****** at ************ and he will take care of any problems, you ordered from the prime house direct.com not on face book so ******** has nothing to do with your order.please *****************, thanks

  Customer Answer

  Date: 07/15/2022

   
  Complaint: 17571886
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/15/2022

  I spoke to her and tryed to find out the problem and take care of it ,it's Friday afternoon,and most of our staff is gone for the weekend,I told her I would get back to her on Tuesday after I figure out what was going on with her order,but Tuesday wasn't ok with her,only other thing we can do, is have her return it for a full refund. Which we will do if she likes or she can call me on. Tuesday and I will have it worked out.

  Customer Answer

  Date: 07/15/2022

   
  Complaint: 17571886
  
  I am rejecting this response because: 

  Until they actually correct the problem my complaint is not resolved. If the company follows up with resolution or provides BBB with an acceptable explanation then I will change the status to resolved. 

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

  Business Response

  Date: 07/22/2022

  I offered her a Refund,  I asked that that. She return what she did received. And I would Refund her.I also. Told her to give me untill Tuesday and I would find out what happen and correct her order .she stated that wasn't Good enough.  After speaking to the owners they have decided to give her a full Refund.and she can keep what she did received. This is all we can do to make her happy . I need order Number or a copy  me payment. She could not provide. Me with a correct order Number when I spoke with her. And name and address for a full Refund. She can send to my phone ************ or my email at 

  Primehousesteaks1971@ gmail.com 

  Thanks ******. Wilson