Ignored and still awaiting refund for mouldy goods received.

I have had tried to communicate and as asked in my last email from The Biltong co. I responded with my explanation as the person in charge seemed confused as to what I way saying. I am still sitting with over the over a thousand rands mouldy biltong which they refuse to refund

Please see below my last correspondence and the just no reply or acknowledgment of my return mail.

Good day.

Not calling you a lair at all, just hard to understand that we have been doing business on the lines without interruption.

Can you please clear out the Email for me, as I am trying the understand what have been said.

Please notice, as stated we have no Added preservatives, not said we don’t have any at all, Salt, pepper, coriander, vinegar and worcester sauce, all help with the preservation process ( this are all stander ingredients for Biltong).

Don’t understand the statement of 2 packets that are mouldy but not mouldy, please explain.

Can you please explain “minimum” clients? As we have a very wide range of clients we serve, from retailers to walk in clients.

It is very hard from our side to give client service to our clients if they do not get in contact with the office during office hours, as we do not work over weekends and after-hours , We do understand that we have a very big client tell that have 2 to 3 different ways of generating income. This is the main reason why we suggests contacting us via E-mail, if they do business afterhours.

The Biltong Company.

------- Forwarded Message --------

Subject:

Re: Hello Peter Review

Date:

Fri, 7 Sep 2018 19:19:13 +0200

From:

Janine Naidoo **********

To:

The Biltong Co **********

You were notified no one just has been interested in helping me. As for him keeping it with him at home he has done this on numerous occasions. Are you calling me a liar by telling me your 0gone lines have not been down or that you have had problems with people getting through to you i say that is u guess my word against yours. I was not disputing whether I used the incorrect number but that your number was not being answered. Its very convenient that now after more than a month well 3 almost has passed I actually get a response out of anyone. Bad service and mouldy biltong is your reputation. If I knew I would be treated this way I would've stopped ordering from you guys ages ago and gone somewhere else. I'm so tired of all the excuses and literally denial as to what has transpired. The absolute disregard to how you actually gave me mouldy biltong with my order in June which so by the way i still have 2 packets of that have not even started getting mouldy ....so much for no preservatives or maybe it just the way you handle you clients that order "minimum or in your eyes not worthwhile orders to actually pay any attention too. I have had an agreement with Hennie that I dropped off my mouldy biltong at monthend a statement you just choosing to ignore because my orders are no longer as high as it use to be.

I have lost out on over a thousand rands because you refuse to refund me or to replace my order but no matter . The wheel turns.

On 06 Sep 2018 09:56, "The Biltong Co" ********** wrote:

Good day, Janine Naidoo

We at The Biltong Company have had a fourteen-day return policy in place for over three years.

We have the Company policy clearly stated on the wall as you come into the factory. The reason for having a fourteen-day return policy is because we pack a fresh product daily for the orders that will go out for the day, with no added preservatives that will change the taste of our product.

On the invoice we have a clear area where it is stated that the stock needs to be kept in a cool area out of the direct reach of sunlight, as this will shorten the life time of our fresh dried meat product. All Clients sign this off, ensuring us that the product will be kept in this order and that they are happy with the order they have received, as delivery or pick up at the factory. Exposure to direct sunlight (for example in a car) and change in heat from hot to cold and back to hot again (for example in an office) will promote bacteria growth and dramatically decrease the life span of our product.

As stated the order was ready for collection on 5 July 2018, as you were having car problems, Denver tried to accommodate You to take the stock home with him, as we do not deliver orders under R3500. We as The Biltong Company however did not agree with dis arrangement as we do not want to expose our stuff to afterhours work and do not require from our stuff to accept clients at the private homes. This order was also never picked up from His home, and was brought back to the factory, only to be picked up on 11 July 2018, dis is six days after the order was packed and ready for pick up.

We do try to make getting hold of us as easy as possible, we have incoming land lines (this have been the same number since 2006) the number is available on the invoice, on our website (www.biltongco.co.za) and via Google.com.

Not 100% sure how you were not able to get hold of us between normal working hours of 08:00 – 16:30 Monday – Thursday and 08:00 – 15:30 on Friday (as stated on the website) As we have been getting calls on this line that comes into our switch board that are attended by the office staff.

We also have an email address ********** that is attended to from Monday to Friday, the email is on our website and via Google.com.

We are however closed on a weekend and you will not be able to reach the company then, as we are a wholesaler working in an industrial area.

We do gladly pick up goods that are not to the client’s satisfaction if we are informed within fourteen days from the delivery date.

If there are any other enquiry’s, please contact us on ********** or email on **********

cid:ii_jhajxcru0_1636e37f ********** 7

Hi Tiaan

On Monday, September 10, 2018, ********** wrote: Good day.

Not calling you a lair at all, just hard to understand that we have been doing business on the lines without interruption. My response: It really sounded that way when you keep saying you have been doing business uninterrupted since you have had the number. I have on several occasions not gotten through when I wanted to place an order and had to call back to get through.

Can you please clear out the Email for me, as I am trying the understand what have been said.

Please notice, as stated we have no Added preservatives, not said we don’t have any at all, Salt, pepper, coriander, vinegar and worcester sauce, all help with the preservation process ( this are all stander ingredients for Biltong). My response: Nowhere on your premises did it ever mention no use of added preservatives...not even on your packaging and nowhere on your premises does it indicate 2 weeks for returns....well let me say not when I was at your premises. all i saw was Halaal sign....sorry if I missed it. Also is it standard practise to sell droewors that hasnt dried out completely???? Or do you just give that to your clients you don't really care much about.

Don’t understand the statement of 2 packets that are mouldy but not mouldy, please explain.

My response: My apologies see below proper explanation of what I was talking about. The 2 packets I am refering to are my replacements your company gave me from a whole batch of biltong I ordered in June ....as a matter of fact you didnt hesitate replacing my entire order...i received crumpled packets that was old and mouldy and the replacement i received for that order is what I still have 2 packets of. I hope you understand now what i am saying. Pictures attached of my biltong i kept from June months replacement order received.

Can you please explain “minimum” clients? As we have a very wide range of clients we serve, from retailers to walk in clients. My response: What was meant by that statement is when my order value was high I was promised i could return my mouldy biltong at monthend and it was neve4 a problem. When my order value dropped so did the agreement I had since I started buying last year January.

It is very hard from our side to give client service to our clients if they do not get in contact with the office during office hours, as we do not work over weekends and after-hours , We do understand that we have a very big client tell that have 2 to 3 different ways of generating income. This is the main reason why we suggests contacting us via E-mail, if they do business afterhours. My response: It never occured to me to email as I always dealt with Denver and my mouldy biltong would be replaced with no argument whatsoever.

Hide quoted text The Biltong Company.

------- Forwarded Message --------

Subject:

Re: Hello Peter Review

Date:

Fri, 7 Sep 2018 19:19:13 +0200

From:

Janine Naidoo **********

To:

The Biltong Co **********

You were notified no one just has been interested in helping me. As for him keeping it with him at home he has done this on numerous occasions. Are you calling me a liar by telling me your 0gone lines have not been down or that you have had problems with people getting through to you i say that is u guess my word against yours. I was not disputing whether I used the incorrect number but that your number was not being answered. Its very convenient that now after more than a month well 3 almost has passed I actually get a response out of anyone. Bad service and mouldy biltong is your reputation. If I knew I would be treated this way I would've stopped ordering from you guys ages ago and gone somewhere else. I'm so tired of all the excuses and literally denial as to what has transpired. The absolute disregard to how you actually gave me mouldy biltong with my order in June which so by the way i still have 2 packets of that have not even started getting mouldy ....so much for no preservatives or maybe it just the way you handle you clients that order "minimum or in your eyes not worthwhile orders to actually pay any attention too. I have had an agreement with Hennie that I dropped off my mouldy biltong at monthend a statement you just choosing to ignore because my orders are no longer as high as it use to be.

I have lost out on over a thousand rands because you refuse to refund me or to replace my order but no matter . The wheel turns.

On 06 Sep 2018 09:56, "The Biltong Co" ********** wrote:

Good day, Janine Naidoo

We at The Biltong Company have had a fourteen-day return policy in place for over three years.

We have the Company policy clearly stated on the wall as you come into the factory. The reason for having a fourteen-day return policy is because we pack a fresh product daily for the orders that will go out for the day, with no added preservatives that will change the taste of our product.

On the invoice we have a clear area where it is stated that the stock needs to be kept in a cool area out of the direct reach of sunlight, as this will shorten the life time of our fresh dried meat product. All Clients sign this off, ensuring us that the product will be kept in this order and that they are happy with the order they have received, as delivery or pick up at the factory. Exposure to direct sunlight (for example in a car) and change in heat from hot to cold and back to hot again (for example in an office) will promote bacteria growth and dramatically decrease the life span of our product.

As stated the order was ready for collection on 5 July 2018, as you were having car problems, Denver tried to accommodate You to take the stock home with him, as we do not deliver orders under R3500. We as The Biltong Company however did not agree with dis arrangement as we do not want to expose our stuff to afterhours work and do not require from our stuff to accept clients at the private homes. This order was also never picked up from His home, and was brought back to the factory, only to be picked up on 11 July 2018, dis is six days after the order was packed and ready for pick up.

We do try to make getting hold of us as easy as possible, we have incoming land lines (this have been the same number since 2006) the number is available on the invoice, on our website (www.biltongco.co.za) and via Google.com.

Not 100% sure how you were not able to get hold of us between normal working hours of 08:00 – 16:30 Monday – Thursday and 08:00 – 15:30 on Friday (as stated on the website) As we have been getting calls on this line that comes into our switch board that are attended by the office staff.

We also have an email address ********** that is attended to from Monday to Friday, the email is on our website and via Google.com.

We are however closed on a weekend and you will not be able to reach the company then, as we are a wholesaler working in an industrial area.

We do gladly pick up goods that are not to the client’s satisfaction if we are informed within fourteen days from the delivery date.

If there are any other enquiry’s, please contact us on ********** or email on **********

cid:ii_jhajxcru0_1636e37f ********** 7