Redstone Olive Oil & Specialty Foods — Local services in Draper

WARNING: This is a long novel of even a longer customer service ordeal. If you have enough gumption to persevere in reading this, here's my experience... (NOTE: I wrote the facts and included my reaction/thoughts in parentheses.)

I live in Utah and ordered online. The order arrived at my parents" house in Chicago. The shipped box had olive oil and vinegar stains on it. (No biggie, this happens with companies sometimes.) The package was opened outdoors and the product was bound in bubble wrap. I had my parents take pictures. I wanted them to open the bubble wrap to show the broken pieces. They informed me that they didn't want to open it and be impaled by shards of glass. (Yeah, while an intentionally dramatic statement was declared, valid point about glass shards not being overly safe...)

I called different Redstone Olive Oil locations trying to contact someone who could help with this issue. The initial two employees were not sure what the protocol was for the issue (I couldn't even get a little frustrated. These employees were so friendly and apologetic!) I was eventually given a manager's/owner's name. I left a voicemail.

Not receiving a call back, I contacted the company through email, called the Draper location asking for the owner or manager (they were on vacation). I was given a different owner's number. I left voicemail #2 explaining the situation and requesting a refund. I received an email from an owner (not the one I just called) asking why I was contacting them in June when the issue happened early May (what???--I already had! **Visualize a face-palm emoji here). I did get a call back from an owner (not email owner) and he left a voicemail stating that he would prefer to have it shipped again, but to call back to discuss the situation.

I called him and he told me he was going to have an employee call me the next day and take care of the issue. The next day came and went, no call. (I can't say I was holding my breath expecting that call). I called again and the owner had an employee email me requesting pictures of the packaging/bottles. I sent what I had and the employee stated that she could not tell how the bottles were broken from the pictures. (What the WHAT???? They must think I am scammer trying to get $30 bucks out of them. But what scammer would go through all this?...no one, just, no one.)

I was tired of being shuffled around and wrote and responded that I was done repeating my concerns and being directed to different people. This needed to be rectified.

I got an email from FedEx the next day stating a shipment was going to my parents again. And then an email from the manager stating they reshipped the order. There was an apology for the confusion and miscommunication (okay...a couple of points to the customer service department!). But...my parents were out of town at the time. (Sigh...maybe someone who really needs some olive oil and vinegar will pass by, take the goods, and whip up some divine Bruschetta.)

I love the quality of this product, but am disappointed with the protocol. It is my understanding that the owners were out of town, but there should be a chain of command for that circumstance. Hopefully they will improve in the future.

**In-store purchases...

[UPDATE: I've added the store location even though it's obvious by the address on the store I'm reviewing. I've also lowered the stars rating based on the company's poor choice of response to my LEGIT review. Anyone can click on my name and see that I am a real person who has been writing honest reviews for years.]

I've been going to this shop (Draper location) for over 5 years. After moving a few years ago, I've been driving 40 minutes each way to buy 6-12 bottles at a time. So... my husband and I were surprised when we showed up a few days ago (August 7) with 13 bottles to replace, and the person at the counter told us we should NEVER cook with the oils that have high polyphenols. I told her I had been for over a decade.

Her response was "NO, NO, NO! You should never do that!" She said if I was going to cook with olive oil, I should shop from their infused oils selection. I don't like cooking with flavored oils as I like to choose what flavors go in my recipes.

The employee's approach was rude and pretentious. One would think there is a kinder way to validate the customer while "educating" them. Unfortunately, her response made the hassle of the long drive less patable to me.

"Well," I replied, "then I guess I drove all this way just to drop off these bottles", and I left with no purchases.

My husband tells me there is another oil shop closer to our home, and so that's where we are going...

We came here with the intention of spending well over $100. We like to get the bottle discount when we bring in our empty bottles. We had a competing company’s bottle (1) which we were told that by switching to their brand we would still get the discount. The lady at the counter was quite abrasive and exclaimed that we would NOT be getting a discount at all for that bottle. We explained that we were told prior, that when the bottle was empty we could exchange it. They do not care about customer loyalty and we we’re treated quite poorly. I guess we’ll have to exchange our bottles for the other brand because we don’t want to have to go to 2 different stores to refill. I think the difference in price was only $0.50, but when you are buying a premium product you expect a certain level of BASIC customer service. I guess the girl at the register was more interested in playing on her phone in the back than helping customers. What a shame. It is a...