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Great Customer Service Experience - New Mexico Chile & Ristra

bicktrav
bicktrav Posts: 640
edited April 2014 in EggHead Forum
This weekend I'm hosting a bbq and will be cooking some brisket and burnt ends using APL's recipe from Serious Barbecue.  The recipe calls for Hatch Chile powder, and quite a lot of it.  I'm nearly out of my Hatch, so I decided to go online to buy some more.  I went to a supplier called New Mexico Chile and Ristra.  Had never ordered from them before, but their chile powders looked great, all sun-dried in Hatch New Mexico with several different heat levels to choose from.  Anyway, I placed an order for some red Hatch powder and some green Hatch powder, but I was concerned that the shipping would take too long and it wouldn't arrive in time for Saturday's cook.  So I left a note in my order letting them know that I needed it fairly quickly and would pay for expedited shipping if need be.  I had selected the "medium" heat Hatch Chile powder and I made reference in the note about not being sure whether that or "mild" would be most appropriate for my cook.  Within minutes I got an email confirmation of my order and then a subsequent email from the company.  The second email thanked me for my order, then informed me that since I needed the chile powder by the weekend they would upgrade my shipping to 2-Day shipping free of charge.  They also told me that they felt for my needs the medium heat would probably be the best one, but they would include a small package of mild at no extra charge so I could compare.  They explained the process by which they make the chile powder and spoke passionately about their product.  It was a great experience, not just because they upgraded my shipping and sent me a freebie, but because it's so rare to see a company that cares that much about both their product and their customers.  

Anyhow, I kind of feel like that sort of customer service deserves to be broadcast.  If any of you are in need of chili powders, I would definitely check this place out.  I'll certainly be buying from them again.

Southern California
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Comments

  • fence0407
    fence0407 Posts: 2,244
    Thanks for sharing! The "NM Chile" in the title got my attention, but it's nice to see the great customer service they've provided to you. 
    Large - Mini - Blackstone 17", 28", 36"
    Cumming, GA  

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  • bud812
    bud812 Posts: 1,869
    Will check them out, thanks.

    Not to get technical, but according to chemistry alcohol is a solution...

    Large & Small BGE

    Stockton Ca.

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  • fence0407
    fence0407 Posts: 2,244
    edited April 2014
    Just emailed them regarding a jar of their Roasted NM Hatch Valley Green Chiles. Hope to hear from them soon! I love green chile, but it's hard to come by here in Georgia.

    EDIT:

    Within minutes I received a response. I asked them how their product compared to the frozen Bueno "Hot" green chiles I've had before. 

    Here is their response: 

    "Yes I believe the heat levels between Bueno and what we carry are similar. The Hatch Valley Roasted that we sell as hot are Sandia Chile, the medium and the red are predominately Big Jim. If you enjoyed the Bueno Hot I would recommend sticking with the hot, and I think you will be pleased with the quality of this jarred chile compared to Bueno's jarred and canned 
    Thank you for your inquiry, we appreciate you thinking of the NM Chile & Ristra Company.

    Andrew Lowenthal
    New Mexico Chile & Ristra Company"

    Not bad service at all @bicktrav!
    Large - Mini - Blackstone 17", 28", 36"
    Cumming, GA  

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  • bicktrav
    bicktrav Posts: 640
    @fence0407 - Awesome.  Yeah, it's cool to see a company so interested in their product and in providing good service.  Rare these days.  And I'm with you, NM chiles are kind of unbeatable.  


    Southern California
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  • fence0407
    fence0407 Posts: 2,244
    bicktrav said:
    @fence0407 - Awesome.  Yeah, it's cool to see a company so interested in their product and in providing good service.  Rare these days.  And I'm with you, NM chiles are kind of unbeatable.  


    I sent him a link to this post and here was his response: 

    "Wow, thank you for sharing that. I really appreciate you taking the time to point that out, it made my day! I really do love our Chile, and try hard to maintain employees that have the same level or pride in this company and respect for our customers as I do. That is great! All the best"
    Large - Mini - Blackstone 17", 28", 36"
    Cumming, GA  

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  • bicktrav
    bicktrav Posts: 640
    Very cool!  
    Southern California
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  • Dredger
    Dredger Posts: 1,468
    Thanks bicktrav. We order the canned Hatch Chile by the case from Amazon, but I really like the products that this company offers. Will check this out. If anyone else orders, please post your thoughts and recommendations. We love hot stuff and Hatch chiles really add a new layer of flavor to meals.
    Large BGE
    Greenville, SC
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  • bicktrav
    bicktrav Posts: 640
    @Dredger - My pleasure!  I'll definitely post my thoughts here once I get the powder.  Really looking forward to trying the green hatch powder (I ordered both red and green).  I've used the red several times in the past, but have never used the green.  The red is phenomenal as the base of rubs on brisket, ribs, and pork.  APL's recipes call for tons of Hatch.  It's just amazing stuff.
    Southern California
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  • Richard Fl
    Richard Fl Posts: 8,297
    Thanks for the link.  Grew up in Albuquerque in the '50's and love green chili.  Here is my favorite recipe.

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  • fence0407
    fence0407 Posts: 2,244
    Just checked my USPS tracking number. They upgraded my shipping to 2-day shipping at no extra charge and it'll be here Friday. Hope the chiles are as good as their customer service! Will provide my thoughts when they get here @Dredger.
    Large - Mini - Blackstone 17", 28", 36"
    Cumming, GA  

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  • fence0407
    fence0407 Posts: 2,244
    Richard Fl said:
    Thanks for the link.  Grew up in Albuquerque in the '50's and love green chili.  Here is my favorite recipe.

    My parents are from Albuquerque. Both are UNM graduates. My mom loves green chile and my dad hasn't, and won't ever eat it. Glad I got my mom's side of the green chile deal!
    Large - Mini - Blackstone 17", 28", 36"
    Cumming, GA  

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  • bicktrav
    bicktrav Posts: 640
    Mine is scheduled to arrive today.  Will be using the red hatch powder Saturday on a few brisket points.  May use the green hatch powder tonight if I have time to fire up the egg after work.  Will post my thoughts for sure.  As it is, this company is phenomenal!
    Southern California
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  • Dredger
    Dredger Posts: 1,468
    Thanks! Looking forward to feedback on this.
    Large BGE
    Greenville, SC
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  • Eggcelsior
    Eggcelsior Posts: 14,414
    This looks like fun. I snagged red and green along with mexican oregano and the carne asada seasoning.
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  • fence0407
    fence0407 Posts: 2,244
    Eggcelsior said:
    This looks like fun. I snagged red and green along with mexican oregano and the carne asada seasoning.
    Nice pickup. Interested to see how you like them.
    Large - Mini - Blackstone 17", 28", 36"
    Cumming, GA  

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  • bicktrav
    bicktrav Posts: 640
    Alright, as promised, here's my update.  My chile powders arrived on Friday.  I could literally smell them from within the sealed box.  The fragrance was unbelievable, so much more pronounced than other store-bought Hatch powders I've used in the past.  Last night, I made a brisket for a dozen people and used the red Hatch powder as the base for the rub.   The brisket was done according to APL's recipe from Serious Barbecue (on another subject, if you don't have that book buy it!).  It was the best brisket I've ever made hands down, and while there were several factors involved with the final product, the Hatch powder was a very big contributor.  So the bottom line is that the quality of the product matches the quality of the customer service.  The company also emailed to make sure I had gotten the powders in time for the cook.  I couldn't be happier with them.  I'm going to be buying from them again and again.  Highly recommended in every way!


    Southern California
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  • fence0407
    fence0407 Posts: 2,244
    Time for an update! 

    I received the jarred Hatch Green Chiles - "Hot" on Saturday. I got an email from them a few days before letting me know they had seen my order come through and to update them after I had tried them. 

    I opened them last night when we made fajitas and let me tell you - THEY WERE AMAZING! Just the right amount of heat with the fresh taste of hatch green chiles. If you have never tried green chiles, I suggest you do. I will be ordering from them again and again - as @bicktrav stated above! I'll be putting these green chiles on everything except my cereal. 
    Large - Mini - Blackstone 17", 28", 36"
    Cumming, GA  

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