Complaints

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:02/13/2023

  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.

  We bought a pack of Philly gourmet 100% beef patties Frozen we cooked them this weekend they had bones in them and I hurt my tooth the box offers a guaranteed refund for the product if it doesn't meet your standards which breaking my tooth on a bone falls into that category I would have been perfectly fine with them giving me an apology and refunding my money I can take care of the tooth myself they were rude to me on a email after I sent them everything they ask for receipt pictures proof of UPC code pictures of that and they have offered me nothing they should not be able to sell the product it does not have any warning labels saying it could contain bones it actually says it's gourmet meat I have saved all the evidence Frozen the burger that was cooked and the bone and kept the rest of the burgers in the box that were frozen and not cooked they need to be held liable for negligence and for not giving the refund that was on their box that says if you're not satisfied in any way we will gladly refund your purchase price do I need to sue them for my tooth as well I don't know any help with this would be great if you could just keep other people from getting hurt that would be even better I don't even know if this company is real it's taking me 3 days to get a reply over email and they don't have a phone number

  Business Response

  Date: 03/16/2023

  RESPONSE FROM *********************:

  The initial complaint was received on Saturday 02/11/23 via *******************.com.  The consumer provided the required production information and claimed a bone fragment from our product broke their tooth.  

   

  Our consumer service representative replied via email to the consumer on Monday 2/13/23 and apologized for the situation and confirmed our policy of fully guaranteeing consumer satisfaction, however we were not certain from the form that was submitted that our product caused the situation of his tooth.  We requested dental bills in the event the consumer wanted Quaker Maid Meats to consider reimbursement for dental costs, in addition to the product cost.

   

  The consumer replied via email on Monday 2/13/23 and threatened to take the Company to court over this matter.

   

  The consumer service representative corresponded again via email to the consumer on Monday 2/13/23 and apologized for the occurrence and stated our commitment to remedying the situation.  The consumer service representative encouraged the consumer to send any photographs of the foreign matter and requested dental bills so we could consider reimbursement for dental costs.

   

  The consumer replied via email on Monday 2/13/23 and included photographs of the particle which was claimed to be in the product they purchased.  The consumer apologized for their prior emails and the frustration expressed in their correspondence.  The consumer also confirmed that they were not going to go to the dentist and thanked our consumer service representative for the prior replies. 

   

  The consumer service representative emailed the consumer on Tuesday 2/14/23 and informed them that we processed a refund for twice the retail purchase price.  The consumer service representative requested the mailing address prior to mailing the check, which the consumer provided via email and thanked us for trying to make it right.

   

  The consumers statement to the Better Business Bureau referenced bone matter on which they bit into and how our packaging does not warn of it.  The size of the fragment in the photograph provided by the consumer is within compliance of the US code of federal regulations (both USDA and FDA.  We also utilize a hard particle elimination system in our grinding processes to remove any fragments that are not within compliance of the US code of federal regulations (both USDA and FDA) .  Bone is a natural element in the beef; therefore, in accordance with USDA packaging specifications, no specific warning label is required on the package. 

   

  Please let me know if you have any additional questions.

   

  *********************************, CPA

  Chief Financial Officer

  
  ******** Family Enterprises, Inc./Quaker Maid Meats, Inc.
  610 Morgantown Road
  Reading, PA 19611