Kansas City Steaks shipping issue

Photo Egg

To make a long story short, I ordered a variety pack from KCS.
It arrived thawed. The stuffed potatoes were packages of mush as were the burgers.
The Bacon wrapped sirloins probed over 50 degrees with my Thermapen.
Below is the second email I got from customer service after I complained. I did "XXX" the name of the service rep.
Cool to the touch, in a cooler, in my opinion, could have put the meat at an unsafe temp for many hours.
What do you think?


"I can reship the order as a courtesy to be

 delivered on Wednesdayif that works for you.

 

 However there are a few things to keep

 in mind.

 

 

 Just because the product arrives with

 no dry ice does not mean that the product is ruined, in fact

 it is very common during the summer months for products to

 arrive with zero trace of the dry ice.

 

 As long as the product is cool to the

 touch, like it would be if you brought it home from the

 store it is perfectly safe to put back in the freezer and it

 does not harm the product.

We ship everything 2nd day air so

 we are only legally allowed to put 5 pounds of dry ice in

 the cooler, that is per federal guidelines.  Other

 companies will ship ground and most of the time not

 guarantee a delivery date so they can stuff as much dry ice

 as they want in their coolers. We prefer to give an exact

 delivery date so we package the product in a way that it can

 be refrozen.

 

 

 We have this information posted on our

 website if you would like to read further. I just want you

 to be aware for future orders"

 

 https://www.kansascitysteaks.com/freezing-and-thawing-meat/partially-thawed

 

 

 https://www.kansascitysteaks.com/freezing-and-thawing-meat/refreezing

 

 Let me know if this Wednesday works for

 a delivery date

 

 

 Sincerely,

 xxxx

 The Kansas City Steak Company

 Customer Service 

lousubcap

I would throw it back on them to quantify "cool to the touch" as that is certainly a variable.  Regardless, your $$-why risk it.  

Carolina Q

Mom used to send me Omaha Steak stuff from time to time. Don't recall if it was 2nd day or not, but I think so. If there was dry ice left, it wasn't much, but the meat etc was always frozen solid. Not even a hint that it had started to thaw. Came in a 3" thick styrofoam cooler.

If they ship again, won't you get the same thing again?

Photo Egg

Carolina Q said:

Mom used to send me Omaha Steak stuff from time to time. Don't recall if it was 2nd day or not, but I think so. If there was dry ice left, it wasn't much, but the meat etc was always frozen solid. Not even a hint that it had started to thaw. Came in a 3" thick styrofoam cooler.

If they ship again, won't you get the same thing again?

I have ordered Omaha Steaks in the past and Snake River Farms. Both more than once.
Both companies shipped in thick styro with no issues. Kansas City Steaks were shipped the same way. I think it must be luck of the draw sometimes. Were it sat and for how long. These were also 2 day shipped. Tracking started Wednesday and got them on a Friday. Only sat on my covered porch for about 2 hours. I was off work and was watching the tracking. I have seen a couple posts on this forum about SRF arriving thawed but they backed it up with another shipment. KCS are sending out another order as well. 
Really bothered more by the wording of what is normal or cool to the touch. With heat index temps into the 100s, 80 is cool to the touch.lol

fishlessman

i would eat the steaks

Photo Egg

fishlessman said:

i would eat the steaks

I'm sure many people would.

CtTOPGUN

 I do not like the fact that they expect a thaw and suggest re-freezing. It has to compromise a pretty expensive piece of meat. Food safety rules may be satisfied, but I would think quality has to suffer. Bad enough it has to be frozen at all...