Urban Fresh New Mexico

The problem sometimes with small businesses is that they are good at their product or service but not actually great at managing their process or customer relations. And that is the issue that we have here. A couple years ago I spent over $5000 on a custom order with this company and everything went very well the products are great. I placed a new order recently to try and sample some of their newer products and I never received any sort of confirmation or tracking number from them. So I reached out to my previous contact which is the CEO, Keith and I never got any sort of response. Very frustrated I began to over bombard him with email after email until finally he responded that my order was delayed due to a personal death that he had close to him which I am very sorry for but I still asked for the tracking information and it was not provided to me. I continued to fill out their online form and to reach out to Keith until finally someone else from the company got back to me. This person‘s name is Chris and in the beginning he was very sweet to me and salvaged the relationship. It turned out my product had arrived I just have not checked my PO Box Which is a 20 minute drive away due to not ever receiving any sort of shipment notification and because I was told that the order was delayed. Chris informed me that my email was not on my initial order, first step in the process were a mistake was made although it was a mistake on my part this company should have reached out to me For my email so that they could properly provide me tracking about my order. Chris nicely asked me to update my Google review which I was happy to do. I then informed him that I was having trouble logging into Google but that I would do as soon as I had time or that if he wanted to reach out to Google I would confirm with them that I did receive my package. His rude response included telling me that I was the one at fault for not providing an email or for checking my mailbox. Although I take responsibility for both of these things this is not the type of thing that you should say to a paying customer especially one that you want to change their review. We went on and on arguing Via email which got quite nasty. Also at one point he threatened to review my business in a negative way and to smear my business reputation on Twitter etc. Again, these are not the types of things that you say to a paying customer... it was shocking! Had the situation been reversed and they were a paying customer of my business I would have done everything in my power to make them feel at ease and I would never blame a customer for an order that went wrong with communication and delivery. It is really unfortunate that this business does not properly understand how to scale, how to respond to emails and how to treat customers in general. So therefore I am keeping my one star review unless they want to reach out to me and Apologize for the way I was treated and acknowledge and take responsibility for their part in the miscommunication, like adults and professional people should do. If you do decide to work with them make sure you establish a line of communication PRIOR to giving them money.

Never contacted me back, never responded to inquiries. Poor business practice.