Reply from repprovisions.comSep 9, 2026
Hi Robert, again we are very sorry for your experience. As I explained in our email communications, we do realize this happens from time to time and I’m very sorry about that. That’s why inside your box we place a paper called “Good Things to Know” with some very important information about your products when they arrive. This is also stated on our website under our FAQ section. The issue you had is one of them listed. During the shipping process, our boxes can take quite a beating. The frozen meat moves around, especially as the dry ice starts to dissipate. The packaging can become very hard and brittle at times due to the extreme cold temperatures inside the box and with the extreme movement of the boxes, the packages rub against each other which can cause micro holes, tears or damage to occur. I explained that we do carefully examine each package before placing into a box and would never place a package that has any damage or a broken seal inside the box. This only happens during transit.
I also explained as stated on our website and on the “Good Things to Know” paper, we require photos whenever there is an issue with a product. The photos allow us to see the condition of the packaging, properly document what occurred, and determine how to proceed with a resolution. This requirement applies whether a customer is requesting a refund or replacement. I can assure you, we thoroughly check each package before placing inside a box. This issue with the packaging is why we inform our customers in several locations that this is a potential problem that can occur on occasion.
As I also mentioned, we offer optional Package Protection during checkout specifically to cover situations involving damage, loss, delays, or spoilage during transit and unfortunately you declined that option. Had it been purchased, this type of shipping-related damage would have been covered under that protection. Because Package Protection was declined and the roast and packaging were discarded before photos were provided, we have no way to verify or document the damage.
Again, we are very sorry this was your first experience with us. It’s definitely not a first experience we want you to have. I also explained to you that we would go ahead and issue a refund and explained if you decide to place another order with us in the future, we cannot guarantee re-shipments or refunds if photos are not provided and package protection is declined.
We do our best to communicate both the photo requirement and the Package Protection option clearly so customers understand what is needed and what coverage is available if a shipping/package issue occurs.
If I may, I’d like to share a little with you about us here at REP since you are new to us. We are not a large, conventional meat operation. We are a small company made up of just a few small family farms, and we also support small, family-owned processors. Every animal and every piece of meat represents a tremendous amount of time, care, and expense. When meat is discarded unnecessarily or we replace a product without being able to document what happened, it is a significant loss for our small company and the family farms behind it. This is one of the reasons our photo requirement and package protection is so important.We may not always be able to provide the factory-like uniformity found in conventional grocery-store meat. Our packaging may occasionally be imperfect, cuts will naturally vary in shape and size, and grass-finished beef will not always have the exact same appearance, flavor, or texture from one animal to the next. What we can provide consistently is high-quality meat from animals that were raised the right way, by farmers who genuinely care for them and the land.
Thank you again for giving us a try Robert. Please know that we are very grateful for you. 🙏🏻