Mel
Receiving frozen packets
The quality of the food is great. Whenever I've emailed customer service, I receive a response within an hour. The only problem I experienced was the cold packs didn't seem to keep the packets frozen. I was always credited for however many packets were not frozen and replacements were sent immediately. The dry ice seems to be working much better.
Response from SmallsDec 9, 2024
Thank you for sharing your feedback! We're so happy to hear that you're pleased with the quality of our food and the responsiveness of our customer service team. We apologize for the issue with the gel ice packs, our warehouse packs our orders with select coolant based on upcoming weather forecasts. That said, as long as the packets are cold to the touch, they're safe to transfer to your freezer and serve as normal. If any packets are room-temperature or warm, please let us know, and we'll proceed with next steps. If you ever experience any further concerns, don't hesitate to reach out – we're always here to help!