“Upon receipt of our order, we noted that there was something on most of the containers - we then determined that one of the packages had a leak, and I emailed.
It was noticed AFTER I had sent that first email that:
the Butternut Squash Ravioli / Mixed Vegetables is not vegan
- there is egg listed as an allergen - we note that the ingredients are
not listed for the Ravioli nor the Culinary Sauce.
This was our very first order with LiveFit, and so the time and detail that was put into explaining the packaging issue really served no benefit in the response email, and we felt that our issue with the non-vegan meal was not properly dealt with, and so prompted me to send the following response back -
Additionally, do feel that you have not properly addressed the major
error made on your company's end.
We specifically ordered the VEGAN option - made available on your site -
with the full and complete trust that the meals we received would have
ZERO animal products in them.
We were actually hesitant to order based on the fact that the actual
contents of what we would be receiving were not available anywhere on the
site, particularly the ingredient list; as we have experienced that those
who are not actually vegans often over look ingredients that are in fact
So, it was with great disappointment that after my husband had taken a
bite of the ravioli, upon wondering what you were using to get the 'cream
sauce' that he took a look at the ingredient list, and was beyond
horrified to discover he had eaten animal product. This is both
disappointing and upsetting, as you can imagine; and quite fortunate that
we are not vocal vegan activists - I can't imagine the scathing messages,
and social media posts you may be subject to, were that the case!
I suppose it is our error in having such blind faith that a company that
is built on providing healthy meals, to meet a range of dietary needs
would provide only those products that were ordered - especially when you
offer these options.
I don't know that we will be ordering again after this, and so your offer
for a discount on our next purchase certainly does nothing to remedy our
dissatisfaction, is there another option, or would you have us chalk this
up to our own dumb luck and leave us with this bad taste in our mouth?
We were offered a coupon to purchase again, but not a refund of our purchase price; which is NOT to our satisfaction.
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