I recently purchased and received Hot Ones’ season 27 pack. Unfortunately, it was damaged en route to its new home (my mouth).
I sent this picture and a brief description of the damage to HEATONIST via email and was immediately sent an AI auto response. My first thoughts were, “Great, this is going to be a battle to get more sent.” Only one bottle was broken, but every bottle was COVERED in sauce that had been on there for a few days and, with a lot of the bottles having paper labels, I wasn’t sure they’d last. So, I was concerned I might get one bottle sent and have a bunch of sauces w/o labels.
The next morning, I had an email waiting asking if I wanted a whole new pack sent or just the damaged bottles. No questions asked, no further explanation needed. The pack was shipped within a day (yesterday) and will be here Monday!
by DonutFighter360
14 Comments
I’ve been a monthly box subscriber for years now, and only like two bottles have ever broken, and I’ve had exactly the same customer service – instant replacements sent.
I know they get a bit of snark for the Hot Ones hype and pricing, but they’re legit one of the best companies I’ve dealt with, and their products are fantastic.
Their cx service is great! Similar situation happened to me a couple years back, and they replaced the ENTIRE order! It was only 2/8 bottles that broke.
Well, there’s your problem (Mythbusters)
That was cool of them, considering this was obviously the shipping companies fault. UPS or FedEx ?
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Their packaging is shit. I have seen dozens of people with boxes like this.
Someone took a dump in your box?
I’ve seen a few posts like this but mine from them have always been packed well. Their cardboard sleeve system should keep sauces secure, some must just go through some extra rough shipping.
Their customer service is awesome though. They charge a premium for their sauces but at least they’re easy to work with.
Yes, I got shipped two DaBomb’s and shorted one, forget which, and one had fermented and bubbled over when I opened it, they quickly shipped the replacements. Good service.
This is why I’m so hesitant to order online. Looks like someone shit the bed.
I had a similar experience with Bravado. One bottle arrived broken and sauce was all over the place. Some of the others had sauce on them, but not nearly as bad as your picture.
I took pictures and contacted them, and they sent out a replacement right away. They even thanked me for the pictures. 🙂
Their packaging is terrible. Why they don’t work on a better system is beyond me.
They shouldn’t have even asked if you wanted the whole order replaced, it just should have been with an extra something thrown in for the hassle.
This happened to me with heatonist too. Few years ago ordered 2 bottles of Apollo when it first came out and both bottles arrived with the entire bottom of the glass blown out… but the rest of the bottle totally fine.
Box was completely soaked through, can’t believe the delivery person even delivered it.. unless they were the one who broke it.
Either way, heatonist replaced the order immediately – just had to send a picture of the mess.