So it was about 3 weeks before Thanksgiving and I decided to celebrate w a few friends. I had always been curious about Turducken and chose to make this the year I took the leap and tried it.
I came across Mackenzie because they would send catalogs on occasion so I made a selection of many items including the Turducken to make a special complement to my Italian pasta.
I received the items in time and again had high expectations of what it would be like.
After cooking majority of items it became apparent the meal was very bland or disappointing
When I contacted them I got a response on Saturday. The rep said she would follow up the next day but as expected she called on Monday.
The level of attitude she gave me and with question after question it became apparent she wasn't acknowledging my disappointment w the food but actually questioning why I had placed such a large order. She then said they had never had any such complaints on their deliveries before to which I said that seemed difficult to believe that no One had ever been disappointed before.
At the end she claimed she couldn't hear me and the phone call was disconnected. Here's where the breakdown in communication was obvious. I proceeded to call back to continue the dialogue but was unable to be reconnected to her. She however made no such effort to call me back.
I sent an email to the company late that night and got a response from another rep.
The next rep seemed more sympathetic and said she would speak to someone in executive office to discuss some type of credit and claimed she would call back next day same time.
and after a week plus I gave up completely and filed a complaint w my credit card. I figured you might ignore me but you wont avoid them. After not responding for nearly 6 weeks I finally saw the benefits because I got an email from the CEO WHO felt it was appropriate to accuse me of trying to rip off their company and besmirch their reputation.
I attached it below:
Dear Mr _________
As the owner of the company for the past 25 years, I am writing to express my disappointment with your treatment of this company. We work tirelessly to offer exceptional products, and are always here for customers. Your call was not only cut short by you hanging up, but you then proceeded to charge back your entire order with the credit card company under the proviso that every item was “not as described”. Unfortunately, as you probably know, the hard working merchant like ourselves rarely wins these disputes.
Your actions are truly shameful that you would not allow us to resolve this issue, if that truly was your intention. We are a small company of hard working individuals, and we would certainly have record if you’d called “multiple times”. You did not. There certainly are a share of “customers” that simply want a free meal, and since you would not speak with us directly, it’s likely that we’ll never know the answer to that question.
If you’d like to call us to resolve this and pay us for what we earned by sending you a VERY large order of SIXTEEN gourmet food items in November, please let me know. If not, please make sure to delete all reference to all 3 of our catalogs below, as we will not accept any orders from you in the future. Quite simply, we don’t want customers like you. You have been removed from our system and blocked from placing orders at this point. After so many years it’s too bad that I have to send an email like this, but your actions are unconscionable and the equivalent of theft sanctioned by the credit card companies.
I’d be surprised to hear back from you, but the part of me that thinks people are actually good and fair hopes that I do. I sincerely don’t like being in this position of that I assure you.
Laura McManus .
I think her words speak for their overall approach to how the customer is always wrong.