Flatiron Pepper Reviews 2

On December 6, 2024, I ordered a gift set for a client as a Christmas present. It arrived damaged. I informed the company immediately and they made me take pictures to prove my claim. After they reviewed the photos, they determined that the pepper inside was not damaged and said they would send me an empty gift box to rewrap it myself. I thought this odd, however, I agreed and reiterated that this was a holiday gift needed by December 25. They assured me the box would arrive in plenty of time. It didn't. It arrived after Christmas. I was forced to run out last minute and purchase another gift to bring to the event. I requested to return all product and both boxes to receive a full refund. They ignored all of my emails. Finally, in January I was told to keep the product as their 'food safety plan does not allow for food to be resold once the package leaves our facility, so all sales are final'. They told me to 'enjoy it myself'. I don't like spicy food so I declined. I reached out to one of the founders/owners, Mike Chen, and never received a response. Since the package was never opened and they had already deemed the pepper undamaged, I would have hoped that their products are safety sealed with tamper-evident packaging that their should have been no issue with a return. I still have the product sitting in a damaged box waiting for a reply.

At the recommendation of someone, I tried their product, with no prior experience with or knowledge of it. I cook a lot, for myself and as a part-time food photographer, and I was blown away at the taste compared to what I was getting at the grocery store. I was so happy with it, I ordered other products from their website, and I couldn't be more satisfied with them. They offer a tremendous variety, literally something for everyone and every heat tolerance level. Their website tells you exactly what is in each blend and the Scoville rating. Shipping is super fast and carefully packaged, and their customer service can't be beat -- very responsive! I ordered a gift set on a Saturday morning, and after ordering, had a question about it -- I called them, thinking I'd get voicemail, and an OWNER answered the phone -- on a weekend! -- and took care of my question. It's refreshing to know you are dealing with real people, and not just some big company name. A great product is one thing -- customer service like that clinches the deal. They also provide very interesting YouTube videos on the production of their peppers. An all-around great company with great products!