Smith Brothers — Local services in Kent

Avid customer for years now and recently our milk has been spoiling - without opening it, with due date way ahead. Took couple more deliveries, changed my orders to figure out if it is on our end. Yesterday was the final straw when I caught my son and his cousin drinking a spoiled 2% milk. I threw it in the trash and called them today to cancel the service. The customer service was very helpful into navigating what was wrong checking with diff scenarios. In the end she attributed it to my fridge temp 44 at the time on the phone with her. Reconsidered cancelling and spoke to my spouse who named scenarios like - so if it our fridge temp how come 2 other milk didnt spoil and the 2 milk with same batch number spoiled? He also brought up our fridge is automatic and could have been calibrating at the time of the call. Called 2nd time to cancel and was told to email pics and info on their email. I get a response same day to my email correcting me on technicalities over conversations that transpired. Customer for years and big fan of their fresh milk but being thrown under the bus with conversation technicalities when problems like this arise. If I wanted to pinch off $2.99 per carton of milk then I would have called the first time it happened and not waited this long. I am more concerned as to why this is happening rather than getting my money back. But now I know it is not worth being a good patient customer coz it was turned around on me.

I am taking to public forum after that email to check and see if anyone else is having the same issue? Any milk spoiling - curds, bitter/sour before due date of both opened and unopened milk? My recent issue was dated to expire 7/29 (today is 7/22) both 2%milk are spoiled today when checked. Also one was at the door of fridge opened and other back of the fridge closed. Same batch numbers - both spoiled Other 2 milk one opened and one closed of 1% and fat free is totally fine and drinkable.

I read a review here 6-7 months ago of the same issue so I know I'm not...

Absoutley poor customer service !! i have consistently experienced cold and rude behavior from the staff , they just dont bother to take time to resolve any issue. I subscribed for their service last Aug, and after having delivery issues consistently, I decided to give them a call. The staff didnt bother to even acknowledge what i said and they plainly didnt care whether we are happy with their service. So I decided to cancel the subscription. Come this July, I thought I will give another try, hoping the staff would have changed and that I felt it would better to receive fresh milk at the doorstep but i was proved wrong again this time. I received the same horrible service this time. I received the delivery the first week i signed up and due to some payment issues my delivery was cancelled the last 2 weeks. I was not notified about this via email or call. Even when i tried logging into my account on their website, the website never prompted me to update my payment info. so, I never knew what the issue was. So, I decided to call them up, the lady who spoke toi me over the phone was so cold and rude and unapologetic, she kept telling me it was my fault that i hadnt updated my payment info. I told her i wasnt aware of it. She said their calls were unanswered but i am pretty sure i never received any calls from them nor any email. There is a big bug in their system and they dont want to accept or acknowledge the fact that customers are having trouble because of this. So i decided to cancel their service and called back again. The lady who spoke did not even ask me the reason for cancellation. She took my info and cancelled my subscrition right away. Looks like this business is least bothered about giving good service. I was so shocked that when they dont ask the customer the reason for cancelling the service , it refelcts their business ethics. They clearly think too highly of themselves. I am so glad am not giving any business to this...

I was a customer from 2016 until this week. For the most part, I was ordering regularly. They were especially great to use during Covid. I regularly purchased milk and eggs, and tried other items over the years. I never had problems with spoiled milk or eggs, but found their butter sticks to have a strange consistency so stopped buying those.

One of my kids switched to oatmilk this year, and stongly disliked the brand that Smith Bris carries, so my orders become less frequent (only one kiddo drinking dairy). Then our household shrank with a kid in college this fall, so I began skipping orders more frequently. I was considering canceling anyway, but when I logged in this week, there was a notification that my account was canceled. No reason.

Okay, fine. I get it, because the orders were not happening as often. I emailed them for clarification and to arrange for the collection of their delivery box. I wanted to clean it and move the Halloween decorations away so they could access it easily.

No response. I came home today, to find the Halloween things dumped to one side and the box gone.

Still no replies from them, except an email last night to confirm the account was canceled, but no reason given.

I don’t know, it just seems like an odd way to end business with a customer. No responses to my email, and a stealthy grab of the box (which I know is their property). Feels like I was ghosted.

(Edited to add from below’s reply: I have combed my emails and spam. The only communication was a generic email I received this morning to notify me of the cancellation, which I’d already figured out via the app. There was no reply to the email I...