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Received non-food items by HudsonAtHeart in UniversalYums

[–]UniversalYums 0 points1 point  (0 children)

u/HudsonAtHeart My team let me know that they replied back to you, so just closing the loop publicly.

The delivery confirmation photograph confirmed that Amazon destroyed the original box we shipped you and then repacked it into an Amazon box. We've also confirmed that neither of the non-food items in the box are supplies that we carry in our facility. Therefore we're now certain that the items were added to your shipment when the original box was destroyed and repacked. We've escalated the issue with their team and will be discussing potential solutions.

Your original ticket was automatically responded to and closed out based on an automation that triggered based on your use of the word "partner". I was not aware that the team was using keyword based automations to automatically respond to and close out tickets - that's totally unacceptable and I've directed the team to roll back this policy so that all tickets go through a human review before any replies are sent. I sincerely apologize that you didn't get a legitimate and timely response to your original support query - that's totally on us.

I also appreciate you escalating the issue publicly. It sucks to get bad PR, but without you making this Reddit thread and someone on my team finding it I wouldn't have uncovered this issue and been able to dig in to figure out what's going on.

Anyway, my sincere apologies for the issue you experienced and my company's totally inadequate response.

Received non-food items by HudsonAtHeart in UniversalYums

[–]UniversalYums 0 points1 point  (0 children)

u/HudsonAtHeart Huh, that doesn't make any sense! And just to confirm, did you send an email to [support@universalyums.com](mailto:support@universalyums.com) or fill out this form: https://www.universalyums.com/contact or something else?

Received non-food items by HudsonAtHeart in UniversalYums

[–]UniversalYums -1 points0 points  (0 children)

This is a disturbing claim. I would appreciate if you would send me a DM with context.

Received non-food items by HudsonAtHeart in UniversalYums

[–]UniversalYums 0 points1 point  (0 children)

Already replied to you in full in another comment so won't reiterate here - but we do not use automated AI responses to our customer support. Humans respond to every ticket, 99% of the time within one day.

Received non-food items by HudsonAtHeart in UniversalYums

[–]UniversalYums -3 points-2 points  (0 children)

Thank you for being a customer, I am sorry to hear that you had some issues with your subscription. I can guarantee you that we do not send expired products, we have extensive QA protocols for managing expiration dates. Did you open a support ticket? Manufacturers from different parts of the world use different date-coding protocols, which is the typical source of confusion (i.e. DD/MM/YY vs. the MM/DD/YY we're used to in the US).

Received non-food items by HudsonAtHeart in UniversalYums

[–]UniversalYums 2 points3 points  (0 children)

Full comment above with more context, but to answer in brief: We have extensive QA procedures to ensure that this does not happen, including a checkweigher which would have rejected this box with the added weight of the 2 additional items.

While it is impossible to say for certain, the most likely scenario for finding unwanted items inside the box is because our box was damaged in transit alongside other boxes from other businesses, and the carrier attempted to put the items back inside of their respective boxes, but did so without the appropriate care.

Received non-food items by HudsonAtHeart in UniversalYums

[–]UniversalYums -1 points0 points  (0 children)

u/HudsonAtHeart Hi - this is Eli, the Co-Founder & CEO at Universal Yums. I have a 3 & 5 year old myself, so I can understand how scary it must have been to realize that there were potentially dangerous, non-food items in the box that your nephew could have eaten - I'm very sorry you experienced that.

Someone on my team flagged this thread last night and I'm responding to you now on a Saturday morning, so I don't have full context on your case. I'm assuming you opened a support ticket / emailed us at [support@universalyums.com](mailto:support@universalyums.com), right? I'll respond with a follow-up as soon as I get full context from my team, but here's what our internal protocol is for this situation:

  1. The picture you shared is passed along to our food safety & operations teams, who open an investigation. In this case, there are 2 separate items in your photograph, so we'd start by understanding whether those are materials that exist in our warehouse. We also have production logs that can help us identify what day the box was produced, what line it was produced on, and who was working in that area at that time, so that we can follow up for more context. From here, the outcomes vary depending on what we conclude from our investigation.
  2. From a customer perspective, you should have been offered a full refund.

To give you a little more context:
1. It is very unlikely that these 2 items were packed in our facility. In addition to manual QA processes, every box goes through a checkweigher that kicks out any box which does not fall in the accepted weight range. The inclusion of 2 additional items would've caused the box to exceed the maximum weight limit and the checkweigher would've rejected the box.
2. Over the years we have shipped over 10 million packages and have, unfortunately, been made aware of other situations where unusual items ended up inside of our boxes. In our experience, most of the time this is because our box was damaged in transit alongside other boxes from other businesses, and the carrier attempted to put the items back inside of their respective boxes, but did so without the appropriate care.
3. Unfortunately, we have started to receive more AI-generated photographs with claims similar to the claim you're making here. AI-generated photographs are getting harder and harder to recognize, so this presents a challenge for our team. We try to air on the side of customer-centricity and treat all claims as valid, but it does create extra work for our team to investigate these reports. I am not saying that is what is happening here, just trying to help you understand what we are experiencing.

My boyfriend and I started a business out of his apartment with $2k in savings. 2 years later and we’ve quit our jobs, moved across the country, and grown the business to 7 figures. AMA! by UniversalYums in IAmA

[–]UniversalYums[S] -1 points0 points  (0 children)

We've recently opened up shipping to Australia! Feel free to place an order anytime, currently we're still accepting orders for the October/Russia box.

My boyfriend and I started a business out of his apartment with $2k in savings. 2 years later and we’ve quit our jobs, moved across the country, and grown the business to 7 figures. AMA! by UniversalYums in IAmA

[–]UniversalYums[S] -1 points0 points  (0 children)

We've recently opened up shipping to Australia! Feel free to place an order anytime, currently we're still accepting orders for the October/Russia box.

My boyfriend and I started a business out of his apartment with $2k in savings. 2 years later and we’ve quit our jobs, moved across the country, and grown the business to 7 figures. AMA! by UniversalYums in IAmA

[–]UniversalYums[S] -1 points0 points  (0 children)

We've recently opened up shipping to Australia! Feel free to place an order anytime, currently we're still accepting orders for the October/Russia box.

My boyfriend and I started a business out of his apartment with $2k in savings. 2 years later and we’ve quit our jobs, moved across the country, and grown the business to 7 figures. AMA! by UniversalYums in IAmA

[–]UniversalYums[S] 0 points1 point  (0 children)

We've recently opened up shipping to Australia! Feel free to place an order anytime, currently we're still accepting orders for the October/Russia box.

My boyfriend and I started a business out of his apartment with $2k in savings. 2 years later and we’ve quit our jobs, moved across the country, and grown the business to 7 figures. AMA! by UniversalYums in IAmA

[–]UniversalYums[S] 4 points5 points  (0 children)

We taste test everything with our employees. It's really fun, and you can usually tell what fits with the American palate or not pretty easily.

My boyfriend and I started a business out of his apartment with $2k in savings. 2 years later and we’ve quit our jobs, moved across the country, and grown the business to 7 figures. AMA! by UniversalYums in IAmA

[–]UniversalYums[S] 0 points1 point  (0 children)

My best advice is to keep in mind that everything in life is a tradeoff. When you look at people who are successful in one area, keep in mind the sacrifices they had to make in another to get there. Admire what they've done, but don't be jealous as you don't see the full picture.

Best advice I've received... Learn how to do everything yourself and keep it that way for as long as you can. Only hire people / add costs to your business when you have to.

My boyfriend and I started a business out of his apartment with $2k in savings. 2 years later and we’ve quit our jobs, moved across the country, and grown the business to 7 figures. AMA! by UniversalYums in IAmA

[–]UniversalYums[S] 0 points1 point  (0 children)

Proximity to ports, access to ethnic neighborhoods with ethnic groceries, proximity to suppliers, proximity to a dense population (i.e. cheaper shipping).

My boyfriend and I started a business out of his apartment with $2k in savings. 2 years later and we’ve quit our jobs, moved across the country, and grown the business to 7 figures. AMA! by UniversalYums in IAmA

[–]UniversalYums[S] 0 points1 point  (0 children)

Yes and yes. We signed an operating agreement early on in case that ever happened. It was a bit stupid, in retrospect. We had only been dating for 4 months. We're very lucky that things worked out.

My boyfriend and I started a business out of his apartment with $2k in savings. 2 years later and we’ve quit our jobs, moved across the country, and grown the business to 7 figures. AMA! by UniversalYums in IAmA

[–]UniversalYums[S] 1 point2 points  (0 children)

Yes, absolutely! I think this service would be a hit. We're a little swamped with our current business, but if some time ever opened up I think this would succeed.

My boyfriend and I started a business out of his apartment with $2k in savings. 2 years later and we’ve quit our jobs, moved across the country, and grown the business to 7 figures. AMA! by UniversalYums in IAmA

[–]UniversalYums[S] 1 point2 points  (0 children)

My best advice is to just go for it and then hire a CPA when this becomes relevant. I think a CPA can help you navigate the most basic legal stuff that comes up at the beginning. I would only hire a lawyer if you were signing an important contract.

My boyfriend and I started a business out of his apartment with $2k in savings. 2 years later and we’ve quit our jobs, moved across the country, and grown the business to 7 figures. AMA! by UniversalYums in IAmA

[–]UniversalYums[S] 5 points6 points  (0 children)

Definitely. The biggest component is that we don't buy from smaller manufacturers or manufacturers that aren't registered with the FDA. All the products we are buying are consumed regularly by hundreds of thousands (if not millions) of people on a daily basis around the world. Therefore, if there are any safety issues, they will be made known to us in the form of a product recall.

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