1 Year (Auto Renew) - Hot Ones Box Reviews

3 Rating 2 Reviews

About Heatonist:

At HEATONIST, we work with the most passionate small batch hot sauce makers to develop new, never-before-seen flavors in the world of spice. As the official hot sauce partner of Hot Ones, we're trusted to curate new Hot Ones lineups and create their signature line of sauces.

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Helpful Report

Posted 10 months ago

“First order and bottles all came smashed. Lucky I took a couple pics, because customer support needed proof that they were broken. See the FAQs for more info. Their packaging is obviously not built for UPS shipping’s abuse. They have a whole FAQ dedicated to this issue, so it obviously happens frequently. The packaging is not padded sufficiently and is shipped in a plastic bag. So the only cushion for the bottles is the cardboard box… Customer support took 48 hours to respond, to which they implied they could tell one bottle was broken, but weren’t convinced the other two bottles were as well. They actually requested more pictures at that point. I told them I threw it out right after taking the initial pics. Still haven’t gotten a response and it has been a couple days. TLDR: they expect photos of each broken bottle. You will be expected to fish around in broken glass covered in sauce in a sodden cardboard box. They say rinse and enjoy. Customer service is patronizing and treats you like a liar. Their packaging is laughable.”

Helpful Report

Posted 2 years ago

Hi Sean! I'm sorry you feel unsupported here - and we definitely understand the concerns you have. We always ask for a picture because seeing issues firsthand helps us improve for the future. If you had no pictures, we'd still find a resolution... it's just the first question to get the ball rolling. We ship a lot of hot sauce around the world. Broken glass bottles are a reality of this business, but we always reship any sauces that can't be salvaged. Obviously, the last thing we want is for our customers to hurt themselves by going through damaged packs and when a customer does feel it's too risky, they typically tell us and we always say, "No problem!" All of that said, we're proud of the small-scale producers that we carry. Every bottle is a testament to their hard work and creativity. If a bottle doesn't need to go in the trash, that's another delicious sauce available for a condiment-curious somewhere else. As a growing business at this time, we are also concerned about wasteful packaging. Of course, we could fill the box with additional materials, but our breakage rate is less than 0.1% and we find that it is more efficient for everyone (and the environment) to ship with the boxes we do. That said, we take packaging suggestions seriously and always look for innovative ways to enhance our strategy. I'm more than happy to reship you a complete set of your November box - we'd prefer you sticking around and enjoying all the great sauces still to come. Please let me know how you'd like to proceed, we'll make it happen. All the best, David

Posted 2 years ago