Issue with Snake River Farms Products

HofstraJet

So I had an issue with a couple Snake River Farms products and received what I think is an odd response from their online chat support. Wonder what others (and @SRFShane ) think of this. Here's the chat transcript:

Me:

Hello - I was planning on having a burger with bacon tonight and went to get the Kurobata Bacon and American Kobe Hamburger Patties I purchased from you.  Much to my amazement, the bacon was expired and the burgers were a solid frozen mess.  I placed all of the products in the freezer immediately upon arrival and the freezer is kept at 2 below 0 and never lost power.  The burgers look like they thawed at some point and then refroze together (the edges were deformed so they probably thawed in shipping). The bacon expired June 30, 2015. I placed the order on August 21, 2015. I find this unacceptable to pay so much for food that is expired and not properly shipped. I would like to have these products replaced or refunded. Thank you. 

Sabrina:

Hello David! Thank you for reaching out to us.

Let me address the expiration with you. This is not an expiration date, but rather a freeze by date we use internally. The hot dogs [hot dogs?] should be good to use for up to 6 months after your purchase!

Me:

OK - if you say so.

Sabrina:

As for the burgers there should be a single sheet of paper separating the two patties. The process that we use to freeze our patties can sometimes cause them to stick in the packaging. This flash freezing process does mean they may look a bit different than what you would normally see in stores. However, it preserves the flavor and quality in a very impressive way. Have you defrosted the patties yet?

Me:

No, I did not defrost as the packaging expressly states not to and to cook from frozen.

Sabrina:

The patties should separate after a little bit of defrost. Not enough that they are completely defrosted, but to a point where they can be taken apart. They will still be in excellent condition and will have great presentation after cooking.

Me:

So I should defrost contrary to the package instructions? If this is a common issue, I suggest stating so on the packaging. I will try. Thanks.

Sabrina:

Just enough to separate, we don't suggest complete thawing. We take feedback very seriously and will be looking at this in the future.

Me:

OK - thanks.

Sabrina:
Of course, we will be here if you have any other questions.

stompbox

Seems okay with me, not sure what you are looking for.  Those patties should separate as you thaw them to make them.

NPHuskerFL

Sounds like glorified Bubba Burgers. Not the product itself but, the process of flash freezing with separation parchment between each burger patty (this is a pretty standard procedure).   The date thing could be construed as confusing to a consumer. Paying for quality perhaps expectations are set pretty high. No offense but, how much better is the bacon when compared to a farm fresh pig? Or homemade bacon?  I'm NOT knocking SRF whatsoever. I've thought of ordering some gold series brisket. 

SmokeyPitt

It definitely seems like they could figure out a way for the burgers not to fuse together (maybe simply wrap each one in wax paper before packaging). 

I wouldn't worry about the expiration date assuming it was frozen.  You would think they might change the description of that date but they might not be allowed to based on FDA regulations or something.  I would think it would say "use or freeze by".  

NPHuskerFL

NOT an expiration date per dialog. If the date is for internal use only it would probably be better it be a QR code scan or a bar scan VS a date that the end consumer would view as a "use by date". Just my suggestion or 2¢. 

HofstraJet

NPHuskerFL said:

Sounds like glorified Bubba Burgers. Not the product itself but, the process of flash freezing with separation parchment between each burger patty (this is a pretty standard procedure).   The date thing could be construed as confusing to a consumer. Paying for quality perhaps expectations are set pretty high. No offense but, how much better is the bacon when compared to a farm fresh pig? Or homemade bacon?  I'm NOT knocking SRF whatsoever. I've thought of ordering some gold series brisket. 

Bubba Burgers are exactly what made me expect them to just separate. If Bubbas remain frozen, they just snap apart. But defrost them a little and the refreeze and you get a single solid mass that won't come apart until defrosted. SRF's shipping method causes the burgers to defrost partially and then the customer refreezes, causing this issue. And if I want one burger, I need to defrost a pack of 3 and then refreeze the other two? Not what I was expecting.

As for the bacon, if there is a freeze by date and the product thaws in shipment, it is no longer frozen by that date, which predates the order. Very confusing.

lousubcap

No comment on the above but I would give them a call as I have had excellent customer service over the phone.  FWIW-

sumoconnell

As a kid, I've worked at lots of fast food places.  All the patties are frozen together with no paper.  Just bang them (sideways) on the side of your counter and they separate.  Not sure how this impacts the bacon, but if there is paper, should make it simpler.

northGAcock

I think there is some risk you accept by ordering food remote. The Convenience of home delivery can be off set by external factors like thawing. Perhaps more effort than signing up for, but consider individually vac seal them at that point of arrival. This would give you the flexibility to pull individually as you like, and not go through multiple thawing phases. Just a thought.