A S
Google
To their credit, they profusely apologized for the errors below and did just about everything possible to retain me as a customer short of time travel. Leaving this at 3 stars instead of lower thanks to the efforts of the owner.
What happened:
Failed to pack and ship half of a $1000 order during the busiest week of the year. Missed 3 of the 4 items (crab legs, caviar, duck breast), which were the core of a party menu I was serving. The other big ticket items they did manage to ship were not the correct weight, and some other items were incorrectly swapped. They had no idea of any of this until I contacted them. I got a piece of pristine A5 and a bunch of accompaniments for the half of my order that didn't ship.
A fuller story:
Shipping delays on their end meant that my items were not shipped until the day before the party. Their website says 1-3 days processing time, but the email confirmation said 3-5, which is misleading. Still, I was in constant contact with them throughout the week to ensure my items were coming in time for the party. That was all smooth.
I got a refund for what didn't ship, as well as the weight issues, and they sent me some truffle oil and jam with a handwritten note apologizing.
If you have mission-critical needs, especially if you are a business not in the NYC area, consider your other options. And look, I get it, "first world problem", and it was the busiest week of the season, and some temp staff went too fast and screwed up. But when a vendor claims to be the best, flaunts the stars under their belt, charges market price for things, and they screw up this badly, it's not just okay. If they'd given me notice on Tuesday that they were out of stock on stuff, okay, fine, I can make alterations. But when half of your order shows up 4 hours before an event..well..
They offered to ship the missing items overnight, but it would have been after the event.
If you are still going to make an order for mission critical items and the timing is tight, have them take a photo of every item going into your box as they pack it, I guess. They did try to reach out and make it right, which I appreciate, but I'm not personally into that.