New Braunfels Smokehouse

For the second time New Braunfels Smokehouse has had a colossal customer service failure and they really just don't seem to care. I have ordered from them for years and I will say the products IF YOU GET THEM are superb. The exact same thing happened a couple of years ago for Thanksgiving. In both cases I ordered a whole ham at $150 a pop. Same scenario both times in that the order was confirmed and a tracking number was provided. They promise two day delivery, freeze the hams and ship them with ice packs in a styrofoam container. That works fine if they get here in two days, but in both cases delivery is taking four days. When the ham arrives it has been at "room" temperature, i.e., not even cool to the touch with an internal temperature of between 60 -70 degrees. Who would eat something in that condition? This time, the customer service representative was particularly snippy and told me I was being too picky and the ham would be fine. Really? A ham that has spent four days in transit without any refrigeration would be fine. Will not be ordering from them any more. When she asked me what my expectation was, I said that they should send me a ham today by overnight express so I would have it for Sunday dinner as planned. Not going to do that and offered a credit. Said I didn't want a credit, I wanted a refund. We will see what happens. Their restaurant may be fine, but their online orders and customer service are like something you would expect in a third world country. They blame the problem on UPS, which in one way is probably true. But why don't you try another vendor, say FedEx or even the USPS. They pass the cost along anyway. Really disappointed and wish I could bring myself to try again, but twice is at least once too often.

I have ordered from New Braunfels Smokehouse for several years and had gifts shipped to family. Never had a problem and family loved receiving the gift. This year I had such a bad experience with their "customer service" I will never purchase from them again and I will tell everyone I know about this experience. After numerous calls to customer service about non-receipt of the item, I was treated like a liar and a thief and was told that the information I provided was not true and they will "refund or redeliver one time and one time only". Of course, I didn't want the product after being treated so unprofessionally. New Braunfels Smokehouse - I hope you pay attention to this because if this is how you treat customers, you won't have any left. Shame on you.