SC
Not safe to consume food, arrived hot and covered in slimy substance
I received my first delivery from Trifecta today - which was supposed to be delivered yesterday. A digit on the address was inadvertently entered wrong but that house number does not even exist. When the adress could not be found, instead of reaching out to me to iron it out or leaving the package at the warehouse, the driver left the package at someone else's door, knowing good and well that it is not the correct address. When I finally got the package today, all cold packs were melted and leaked onto the food, package was not even cold! This food has been on the road for days, left out in Texas summer heat for hours, went back to their warehouse, and again been on the road for hours to get delivered to me. The food is not safe to consume anymore! To top it off, they refused to give me refund. They need to take the 'food safety' course AGAIN! After I see how they -cannot- handle their deliveries and cold supply chain, I would not eat anything prepared by this company. They have zero regards for your health and no control over their own business. EDIT: The order was not delivered to the address with a digit error by Trifecta's team. The order was dropped at a completely different address that is unknown to me and left out there in Texas heat. That action has nothing to do with original address provided being wrong. At the time, your team did not know the address was wrong - and they still could not deliver! Had this package been delivered to the original address provided, I'd take responsibility for that and not ask for a refund. However, in this case, Trifecta did not deliver the package to any of the addresses that I provided on time as they should have. Instead of assuming responsibility, Trifecta is charging me in full for completely inedible food and asking me to purchase more food from them as a 'courtesy'. After seeing how these foods are being delivered, I don't even know how many times they are melted/frozen during their so called 'cold chain'. After so many days on the road, at least 2 of those without any refrigeration other than the cold packs in the box, which are completely insufficient for Texas, that food must be pure breeding ground for bacteria. And your company still delivered this box to me yhat is literally a health hazard, and asking me to pay in full. One last time, if it is still not clear, I didn't provide the address that you left that box at. Your team left it at the wrong address and now you still want your customer to pay for your team's mistake.
Response from TrifectanutritionJun 23, 2025
Hi there, We’re sorry to hear about your experience, and we’d like to clarify a few important details regarding your delivery. This order was delayed due to an incorrect address that was entered at the time of purchase. When a house number doesn’t exist, as was the case here, it prevents the carrier from completing a timely delivery and disrupts the cold chain we have in place. While we understand how frustrating that can be, the delay—and the resulting food temperature issues—were a direct result of the address entry error. Despite this, we extended a 50% courtesy credit to you as a gesture of goodwill. We routinely absorb part of the cost in situations like these, even when the issue was not caused by our team, because we genuinely want our customers to have a good experience. We take food safety very seriously and adhere to strict protocols, but no perishable product can be expected to hold temperature when delayed and rerouted due to a bad address. We hope this provides clarity, and we regret that our efforts to resolve the situation fairly were overlooked in your review. Sincerely, The Trifecta Team *** Responding to customers *EDIT* reply: We appreciate your follow-up and understand that you're frustrated with how this delivery unfolded. That said, we want to reiterate a few key details to clarify the situation for transparency's sake. The delivery delay and misrouting stemmed from an address entry error at checkout—specifically, a house number that does not exist. When carriers receive an unrecognized or invalid address, they may attempt delivery at the closest match within range or reroute the package. This decision is made by the third-party carrier, not Trifecta directly. Unfortunately, we cannot intercept or redirect packages once they are in transit. We recognize the food was compromised during the extended delay, and that’s precisely why we offered a 50% courtesy credit—despite the fact that the root cause of the delay was a customer-side error. Our cold chain is engineered to withstand standard shipping timelines, but once the package is undeliverable or rerouted due to incorrect details, that chain breaks down—especially in extreme climates like Texas. We do not take food safety lightly, and it’s disappointing to see accusations that imply otherwise. We stand by our resolution as fair under the circumstances, and while we regret that this experience has led to your dissatisfaction, we did all we could within reason to make it right.