“Ordered 4 boxes initially and had to reorder 8 more. At the rate I finish the jerky, I only wish the packaging was somehow not plastic. Still the best jerky I've come across.”
“I love all of Kooee’s jerky’s. They are the tastiest AND you can actually eat them i.e chew through them. This is my favourite flavour and the best thing is there is nothing artificial in the flavouring and the meat is feee range!!”
“Unfortunately this has to be the worst jerky I've seen and tasted in my life.
I am a bodybuilder and rely on beef jerky for my snacks, therefore it is very important to me.
Waited over 7 businesses days for it to arrive, I have never been so disappointed in my life, not even after being disowned by my own family.
The taste and texture is edible but nothing special, very dry and powdery, not to mention very very very thinly sliced like a piece of paper, not what you want from jerky.
Ordering in bulk I was so excited to try this out, also reading the reviews I assumed that I stumbled onto a goldmine, only to find out that I have to force myself to finish 19 more packets.
My dogs refused to eat this.”
This was the first correspondence we had received from this customer. We think this is a genuine review despite the hyberbole.
I contacted the customer via email the following morning, thanked him for his feedback, and offered him a full refund for any remaining product. I also offered to pay for the postage to return it to us. He replied to my email immediately, and reiterated how disappointed he was, but also that he was unwilling to return the product. I sent him another email explaining that it was no trouble for us, but did not receive a reply.
Regarding the postage, we checked the facts using the tracking data. The customer ordered the product on a Monday afternoon, and we had his order packed and delivered to the local post office on the same day. We use Australia Post for postage, and there isn't much more we can do than get packages to the local post office same day - our website makes it clear that we are based in Tasmania. The product was delivered in Sydney the following Friday (4 business days later), not 7 days business days later as the customer claims. We are unsure if there was an error in the tracking, or if the customer hasn't correctly remembered the details.
I was sad that we couldn't turn this one around. It's understandable that we can't "win them all" simply because of matters of preference, but we at least like to leave customers with a positive view of our brand and service.
For this customer: we are sorry we couldn't meet your expectations on this occasion. Our offer remains that you can return any remaining product for a full refund of your purchase and postage costs.
Andy
Co-Founder
03 6330 2255
