We live very close and visit regularly, probably 3-4 times a week. The meat is way overpriced and the service is barely polite but it's convenient so I put up with it.
The last time we visited was first thing in the morning. We purchased some ground beef. The already ground beef looked a little dry and not fresh so we asked to have a fresh piece ground up. They rolled their eyes (as others have mentioned) but did us the great favour.
I went straight home and cooked it. It smelled a little funky but I figured cooking would kill any bacteria. The smell got worse and worse until my entire house smelled so sour, like vomit or a dead cat. There was definitely something off with the meat so I took it back instantly.
All I needed was an apology and a solution. "Very sorry this happened. Would you like something else?" Instead, I got a bunch of excuses about how the meat was fresh (yes, I think the meat was fresh, but the machine hadn't been properly cleaned and disinfected the night before and as this was the first batch ground, it picked up all the bacteria.)
She offered us some pre-packaged ground beef, saying that they do not have to clean the machine between regular grinding but for this prepackaged meat, they do clean it each time. Which is pretty yucky but I'm not a butchering expert. Either way, they need to clean the machine better.
She estimated how much the original meat cost and then calculated that we owed her about $10. I couldn't believe that they would make me pay extra after their potentially very dangerous mistake. What about the $3 worth of onions and the $4 worth of avocado oil, plus the spices I wasted while making this meat. Not to mention the time and inconvenience. So she said, ok well I was going to make you pay but I guess I can give it to you. She's not giving it to us, we already paid for something we didn't receive! Not to mention I have a toddler that was going to eat the meat and could have ended up in hospital or worse from food poisoning.
All that to say, we returned about 30min after buy the original meat, with the meat as proof and all I needed was an apology and a replacement. Needless to say, we will not be visiting again which is too bad because I want to support a local business. I think their customer service needs some great improvements, as does their staff training on hygiene. Pretty disappointed with the whole experience.