Complaints
This profile includes complaints for Prime House Direct, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 44 total complaints in the last 3 years.
- 17 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/09/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On June 27th I purchased the steak bundle from Prime House Direct at one of their travel trucks. They were purchased and stored properly until I cooked some of the steaks on 06/29. The following day the diarrhea, upset stomach and sulfur burps began for my entire family. Every day since then we have had constant diarrhea and feeling extremely ill. The steaks were grey after being properly defrosted and cooked completely thoroughly. All 3 of us are now having to go to urgent care in the morning after seeing an online physician due to concerns about E Coli or listeria exposure from their meat. I am seeking a full refund for my transaction in the total of ****** a promise to investigate potential contamination and swift recall action of possibly effected meats. Thank you
Business Response
Date: 07/28/2025
Please contact ****** at **************************************************************** and provide name address and receipt and we will issued you a full refund.thanks .******
Initial Complaint
Date:06/22/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Bought a box of steaks for $279.98 to cook up for the family and EVERYONE who ate it got sick. I thawed another steak to see if it was the meat and it smells sour.Business Response
Date: 06/30/2025
Please contact ****** @ ************ or *************************************************************************
Sorry about your issues with our product,we have never had anyone get sick and if this is the case I recommen you contact the health department.,our venders keeps a sample of the pellets that we purchase,alone with **** inspector's on site.while processing.either way we do want to make sure your happy.please contact ****** at the info above and I will take care of you .thanks *****
Initial Complaint
Date:06/20/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I worked June 4th and 5th for The Prime House Direct, selling meat in a tattoo shop parking lot in ********************I was not paid at all for my work. I have reached out to ****** ****** *** **** *******. Both are ignoring me. How to resolve?Business Response
Date: 06/23/2025
****** with prime house direct. Please give me a call so we can't figure out what's going , if you indeed worked for our company you will be paid, not sure where you came up with the amount of ****** for two days, but please give me a call and we will figure it out ************Initial Complaint
Date:06/03/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Bad business. Bought from a truck at **************. Spent $100 on Ribeye and Shrimp. I cooked 6 shrimp and 2 ribeye. My daughter and I have never been this sick. I offer to send the remainder back. These people should be shut down immediately!!Business Response
Date: 06/18/2025
Please contact at ************, Sorry I have been out sick for 6 weeks, we're sorry that you had a issue with our company. Please send proof of purchase to *** at **************************************************************** and we will take care of you. Sorry and thanks ****** WilsonInitial Complaint
Date:05/11/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This place is a scam. The steaks they sell are paper thin and brown. They should not be allowed to get away with scamming people like this. The pictures on the flyers look nothing like the product they sell and I wouldnt pay $1 for these steaks. I threw them out. *****!Business Response
Date: 07/28/2025
Please contact ****** at **************************************************************** ,please send receipt or a copy of your charge, long with your name and address and we will issued you a refund
Customer Answer
Date: 07/28/2025
They have said they will refund me. I sent an email with the info they requested so now I'm waiting on the refund. Not yet ready to close the case until I get the refund.
Thank you
Business Response
Date: 07/28/2025
Refund check will be mailed for ***** this week to
****** ******
**************************
Vandalia, OH 45377Initial Complaint
Date:04/28/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I feel scammed as I jumped on the 20 ribeyes for 40 bucks deal abd they are paper thin and honestly rip when Grilling. This is why I was ***** about buying from a truck but I won't anymore as this experience had proven my gut was correct. I have emailed several.times and also called their dm.*** with no call back . Attached are pics.of their ***** ribeyesBusiness Response
Date: 07/28/2025
Sorry for the delay,please send us a copy of your receipt or a copy of your payment from cc or bank and we will issued you a refund send to ************************************************************
Thanks ******
Initial Complaint
Date:11/16/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
-I purchased a frozen chophouse box of meat from their truck located in ***********, ** on Aug. 15th for $384.02 and immediately put them in my deep freezer. They claim a guarantee.-I thawed and attempted to cook 2 different steak cuts on Aug 15th and Aug 16th. Both thawed and lost shape and appeared mushy and falling apart. Taste and texture when cooked were not like meat and it was not edible -August 19th i filled a complaint on their online form asking for a refund and received no confirmation of submission -Aug 19th sent email following up on form submission. Received response with phone number saying to contact general manager ****** directly. Call with no answer -August 22nd left message for ****** after no answer.-Emailed primehouse Aug 29th to follow up with no response from calls to ****** and response was to call him directly -Finally had ****** answer on Oct 23rd. He stated he would look into if something occurred with that specific batch as it's abnormal for them to get complaints. I requested a refund. Texted him pictures of the "filet" cut of meat thawed. He said he would call back and i have not heard back.Business Response
Date: 11/17/2024
Please send a copy of your receipt to ****** at **************************************************************** and a number for him to contact you,if something isn't right ,we will make it right .like all companies you would have to return your purchase the same way it was taken .sorry the 15th was Friday and we're closed on the weekends. Sure ****** will contact you on Monday .thanksCustomer Answer
Date: 12/09/2024
Complaint: 22566140
I am rejecting this response because:Hello,
This is in regards to complaint ID ********. I was going back and forth with the business and forgot to respond within the 7 days. I heard from them and they asked for an address for who is requesting a refund without directly saying they would send a refund. I word it this way because I have yet to receive a refund and when reviewing communication with the business noted the wording choice as interesting and noncommittal.
So as of today I have not been satisfied with the businesses response and think it very shady they have a satisfaction guarantee when they avoid returning calls or addressing feedback directly to resolve problems. I happen to have capacity, knowledge, and resources to be able to keep at this however feel for all of those individuals who don't and get scammed by this company.
I'm unsure if it matters for you as it's past the 7 days but wanted to update you as I am beyond frustrated with this company and their lack of professionalism.
Thank you for your time,
****** ********
Sincerely,
****** ********Business Response
Date: 02/13/2025
Contacted purchaser, a full refund is processing and will be mailed this week.Initial Complaint
Date:11/15/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
EXTREMELY UNSATISFIED - My partner and I thought we were getting a great deal but shortly fell ill after consuming Prime House Direct. When thawed the meat has a film to it and looks rather sluggish. We spent $699 on this thinking we were getting actual good meat. I am very unhappy about this situation and request an immediate refund. This is unacceptable. I have also reached out to the ** *** numerous times but he has not answered. I would appreciate it of someone reached out to me directly via phone with the number provided on this case. I also would like to have the option to email my receipt to someone who can resolve this issue for me. I am at a lost for words, fell ill from this meat and tried to reach out to ** and no response. This is hard earned money, $699 is a lot of money to spend on something that makes you sick.Business Response
Date: 11/15/2024
A refund is being issues for an agreed upon amount. Please allow ten days for refund to be received. Thank you for allowing Prime House Direct the opportunity to resolve your concerns.Customer Answer
Date: 11/16/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.*Currently waiting for my refund to come via mail* once received this case can be officially closed. Thank you.
Sincerely,
***** TInitial Complaint
Date:11/09/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hello, I am extremely unsatisfied and very unhappy with my purchase with Primehouse Direct. When thawed the meat has a grey and slimy film over it and an odor. When consumed it made my partner and I sick. I am filing for an immediate refund.Business Response
Date: 11/10/2024
Thank you for reaching out to Prime House Direct. Customer satisfaction is our top priority. Please contact *** at ************ as he will work with yo to quickly resolve your concerns. Please have your receipt available. Thank youCustomer Answer
Date: 11/15/2024
Complaint: 22536029
I am rejecting this response because:It has not been resolved. I have called *** numerous times and it goes straight to voicemail. He has not picked up. I'm requesting that someone reaches out to me directly via phone with the number provided from this case.
I would appreciate it if this matter was resolved rather soon as I am extremely unsatisfied with the quality of the meat. This meat has made both my partner and I sick after consumption.
Sincerely,
***** ****Business Response
Date: 11/15/2024
This is a duplicate request for refund- this issue has been resolved. Please delete one of the complaints, Thank youInitial Complaint
Date:09/05/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This company is misleading customers, about prices of their meat specials!! Its very deceiving..Business Response
Date: 09/14/2024
Sorry you feel that way we advertise 20 Ribeyes for $39.99 crab legs for $39.99 and we do have those available so maybe I'm missing the issue here if you like to explain you can contact ****** at ************ and we will try to make it right with you if there was some problem on our end thank you and have a wonderful day
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