Complaint Review: New York Prime Foods - Lido Beach New York

I would like to take the time to address the allegations that Rosie, from Lloyd Harbor, NY has made against my company.

I would like to start by saying that I am very sorry that you feel that my company is among the companies out there that are not reputable.  I make sure that not only myself, but my employees do whatever is necessary to make our customers happy, and to conduct themselves in the most appropriate way possible.  To hear that you feel you were "scammed" or "ripped-off" disturbs me on many levels.  To hear that you feel the food is "mediocre" is a bit shocking to me, considering we have thousands upon thousands of customers who would very quickly disagree with you.  But there is also the fact that we have a 100% guarantee on ALL of our food items.  Should you ever come across any piece of meat that you are unhappy with, or you find to be unsatisfactory, we will replace it, immediately. We depend upon customer recommendations, and if the food quality was not up to par, customers would not recommend us or continue to re-order from us.  So I am sorry to hear that you were not satisfied with the quality, and wish you would have called us up to let us know what you were having a problem with so we could take care of it. 

I am not aware of what your difficult circumstances were, and I am sorry that you were going through something that had put you under such duress, but I in no way, can take responsibility for that, and say that because you were having a hard time, your signed contract is now null and void.  That is not the way any contract works, whether it be with a phone company, a mortgage, a car, etc. If you were under such duress, and were not in a position to be signing a contract, or committing to something, I wish you would have let the salesman know that you would have to think on it and get back to us.  We have had plenty of customers over the years tell us that they will need a few days and will let us know.  We never want a customer to sign on and be unhappy.  Our main goal is to provide 100% customer satisfaction. 

It seems as if you might not fully understand how the entire freezer situation works, and I would like to take the time to explain it to you.  I do not know what your actual numbers are (for obvious reasons), so I will make up the numbers, and hopefully be able to clarify some issues for you.  When you originally sat down to do your food order, you were given a price of what it was going to cost you per month.  That was simply for the food.  Now, let's say that your food came out to $300/month, you agreed to that food price, and felt that it was a good deal. That food bill is for 6 months worth of food, which ends up being 6 payments of $300/month that you will make.  What the salesman did, was then introduce our freezer plan.  (Part of the benefit of getting a freezer from us, is yes, we do absolutely 100% cover anything that happens to the meat when it is being kept in our freezer.  He did not lie when he told you that we will replace anything if the meat spoils from a power outage, or if the freezer breaks and the meat goes bad. We do, in fact, replace everything that is lost.  We cannot do the same for an old freezer that you may just have in the basement.  So yes, that is part of our freezer guarantee).  What the salesman did, was he took your $300/month of your food bill, and he split it.  So let's just say now he made it so that your food bill is going to read $180/month and you will now have a freezer payment of $120/month.  You are not paying anything more than you would be paying if you did not get the freezer.  It is still costing you the $300/month.  The benefit of this, is that by signing up for a freezer, you are signing on for 3 years up front (as opposed to customers that just continue re-ordering for years and years).  What happens is, at the end of the 36 months (3 years), that extra payment, or your "freezer payment" falls off, and you are simply left with only the $180/month.  So even though your food is really worth $300/month, because you signed on for 3 years right up front, going forward, you will only have to pay $180 for it.  So yes, it may look like you're paying $4000 for a freezer, but in fact, all you are paying for is the remaining portion of your food.  We also make it very clear that you do not HAVE to sign on for the 3 years and receive a freezer, and we even have all customers that do sign on for 3 years sign a form that clearly states that you are aware that you do not have to get a freezer from us. 

I am hoping that this clears some things up for you, and that you do not think we were in any way trying to scam you.  I am going to assume that after some time, maybe a year, or maybe just the initial 6 months, you decided that you no longer wanted to order from my company, which is completely your right.  However, you did sign a 3-year contract, and unfortunately, the penalty for breaking the contract is to continue paying that 2nd amount.  The reason it is hard for me to come and pick up the freezer and make the payments go away, is that I cannot take back your freezer that you have had for at least 6 months, and then try and give it to another customer.  Every customer that signs on for a freezer is expecting to have a brand new, never been used freezer, because that is what is promised to them.  I am not here to try and scam, or pull a curtain over anybody's eyes. Unfortunately, no matter where you go, if you sign a contract, and then break it, there is always a penalty, and with my company, it is no different.  So again, I am very sorry to hear that you are not happy, and would absolutely encourage you to give us a call (516-208-3117) to see if there is something that we may be able to work out with you. 

Regards,

Rob Resnick, President

I would like to take the time to address the allegations that Rosie, from Lloyd Harbor, NY has made against my company.

I would like to start by saying that I am very sorry that you feel that my company is among the companies out there that are not reputable.  I make sure that not only myself, but my employees do whatever is necessary to make our customers happy, and to conduct themselves in the most appropriate way possible.  To hear that you feel you were "scammed" or "ripped-off" disturbs me on many levels.  To hear that you feel the food is "mediocre" is a bit shocking to me, considering we have thousands upon thousands of customers who would very quickly disagree with you.  But there is also the fact that we have a 100% guarantee on ALL of our food items.  Should you ever come across any piece of meat that you are unhappy with, or you find to be unsatisfactory, we will replace it, immediately. We depend upon customer recommendations, and if the food quality was not up to par, customers would not recommend us or continue to re-order from us.  So I am sorry to hear that you were not satisfied with the quality, and wish you would have called us up to let us know what you were having a problem with so we could take care of it. 



I am not aware of what your difficult circumstances were, and I am sorry that you were going through something that had put you under such duress, but I in no way, can take responsibility for that, and say that because you were having a hard time, your signed contract is now null and void.  That is not the way any contract works, whether it be with a phone company, a mortgage, a car, etc. If you were under such duress, and were not in a position to be signing a contract, or committing to something, I wish you would have let the salesman know that you would have to think on it and get back to us. We have had plenty of customers over the years tell us they will need a few days and will let us know.  We never want a customer to sign on and be unhappy.  Our main goal is to provide 100% customer satisfaction. 

It seems as if you might not fully understand how the entire freezer situation works, and I would like to take the time to explain it to you.  I do not know what your actual numbers are (for obvious reasons), so I will make up the numbers, and hopefully be able to clarify some issues for you.  When you originally sat down to do your food order, you were given a price of what it was going to cost you per month.  That was simply for the food.  Now, let's say that your food came out to $300/month.  Obviously, you agreed to that food price, and felt that it was a good deal.  Now that food bill is for 6 months worth of food, which ends up being 6 payments of $300 that you will make.  What the salesman did, was then introduce our freezer plan.  Part of the benefit of getting a freezer from us, is yes, we do absolutely 100% cover anything that happens to the meat when it is being kept in our freezer.  He did not lie when he told you that we will replace anything if the meat spoils from a power outage, or if the freezer breaks and the meat goes bad. We do, in fact, replace everything that is lost.  We cannot do the same for an old freezer that you may just have in the basement.  So yes, that is part of our freezer guarantee.  Now, all that the salesman did, was he took your $300/month of your food bill, and he split it.  So let's just say now he made it so that your food bill is going to read $180/month and you will now have a freezer payment of $120/month.  You are not paying anything more than you would be paying if you did not get the freezer.  It is still costing you the $300/month.  The benefit of this, is that by signing up for a freezer, you are signing on for 3 years up front (as opposed to customers that just continue re-ordering for years and years).  What happens is, at the end of the 36 months (3 years), that extra payment, or your "freezer payment" falls off, and you are simply left with only the $180/month.  So even though your food is really worth $300/month, because you signed on for 3 years right up front, going forward, you will only have to pay $180 for it.  So yes, it may look like you're paying $4000 for a freezer, but in fact, all you are paying for is the remaining portion of your food.  We also make it very clear that you do not HAVE to sign on for the 3 years and receive a freezer, and we even have all customers that do sign on for 3 years sign a form that clearly states that you are aware that you do not have to get a freezer from us. 



I am hoping that this clears some things up for you, and that you do not think we were in any way trying to scam you.  I am going to assume that after some time, maybe a year, or maybe just the initial 6 months, you decided that you no longer wanted to order from my company, which is completely your right.  However, you did sign a 3-year contract, and unfortunately, the penalty for breaking the contract is to continue paying that 2nd amount.  The reason it is hard for me to come and pick up the freezer and make the payments go away, is that I cannot take back your freezer that you have had for at least 6 months, and then try and give it to another customer as brand new.  Every customer that signs on for a freezer is expecting to have a brand new, never been used freezer, because that is what is promised to them.  I am not here to try and scam, or pull a curtain over anybody's eyes.  That is just not how my company does business. Unfortunately, no matter where you go, if you sign a contract, and then break it, there is always a penalty, and with my company, it is no different.  So again, I am very sorry to hear that you are not happy, and would absolutely encourage you to give us a call (516-208-3117) to see if there is something that we may be able to work out with you. 

Regards,

Rob Resnick, President