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Frequently
Asked Questions (FAQ's)
Table
of Contents
B.
Your prices are generally lower than other kosher meat markets - why?
C.
Do you have a walk-in store?
D.
How do we order from you?
E.
What happens after I place my order?
F.
Will the final invoice amount be the same as the order amount?
G.
Under what kosher supervision is Griller's Pride?
H.
Do you have a full-time Mashgiach?
N.
What are your payment terms?
A.
What makes your meat so good and what differentiates Griller's Pride?
1. We are specifically professional kosher butchers - we are not a
general grocery store
2. We use only the very best raw material
3. We do not compromise on quality control
4. Every single one of our retail cuts, be it beef, lamb, or veal is hand-prepared
by us and then immediately vacuum-packed to lock in its wholesomeness
and flavor, thus enabling you to freeze our products for months.
5. We continually develop new and innovative products.
B.
Your prices are generally lower than other on-line kosher meat markets
- why?
1. Griller's Pride is a local kosher meat market operating in Atlanta,
GA and as such we compete directly with major supermarkets like Kroger,
Publix, Trader Joe and Wholefoods in Atlanta and throughout the Southeast.
For this reason, we cannot build shipping charges into our item pricing.
The prices that we quote on our website are applicable to all customers
- whether in Atlanta or the Southeast or anywhere in the country. Certain
online kosher grocery and meat markets quote different item prices depending
on the shipping location and then still charge a delivery fee. We do
not indulge in such practices.
2. We charge for shipping on the basis that we cover our direct shipping
costs and no more.
C.
Do you have a walk-in store?
In order to keep our overheads and therefore our prices low, we do not
have a walk-in storefront but we do have a fully equipped and spotlessly
clean meat processing facility located within Metro-Atlanta. Customers
are welcome to pickup orders submitted at least 4 hours before the intended
pickup time. This gives us a chance to pick your order and have it packed
and invoiced and ready for us to load it in your vehicle when you arrive.
D.
How do we order from you?
You are welcome to order from us in 2 ways:
- If you wish to discuss your order and you would like guidance on any
specific cuts, please feel free to call us at (770) 454-8108 and any one
of our friendly customer service staff will be happy to help you, or
- If you know what you are looking for, please "Sign In" to
our website using
your username and password if you are already registered with Griller's
Pride. If you are not sure whether or not you are registered with Griller's
Pride, please click on "Sign In" and then click on "Forgot
Password?" to enter your email address. If you are already registered
with Griller's Pride under the email address that you typed in, we will
immediately and automatically send you an email with your username and
password. If you are not registered with Griller's Pride, please click
on "Sign In" and then click on "Create New Account".
Once you have signed in to our website, you can then navigate through
the various categories on the left hand side of the page and subcategories
in the middle of the page and click on individual items and "Add
to Cart" each item in the quantities that you require. You can also
select directly on any of our "Featured Products" or "Best
Sellers" that appear on the home page. To continue shopping for additional
items, click on "Continue Shopping" below each item. Once you
are done loading your shopping cart, click on "CheckOut" which
will take you to the check out page. When filling out the check out page,
if you are paying by credit card, please be sure to input your credit
card details accurately. Incorrectly transcribed credit card information
will cause unnecessary delays in processing your order and in some cases
we will not even receive your order. Once you have completed the checkout
page, click on "Place Your Order". The screen will then automatically
refresh and, unless there were any errors, a phrase stating " Order
status: order saved successfully" and underneath it will appear "A
copy of your order has been emailed to your registered e-mail address".
Please ensure that you receive an email with the order confirmation. If
you do not receive this email, in which case please call us as soon as
possible at (770) 454-8108 because this means that we will also not receive
your order.
D.1
How do I change the quantity ordered of a particular item in my shopping
cart?
At any stage while entering your order you can change the quantity ordered
of any item including setting the quantity to zero (to cancel ordering
this item altogether). If you are still on the page of the item for which
you want to change the quantity ordered, then change the quantity and
be sure to click "Update Cart". If you have already moved on
to another item and want to change the quantity ordered of a previous
item, click on the "View Cart" tab at the top of the page, change
the quantity ordered of the particular item(s) and then be sure to immediately
click on "Update Cart". If you do change the quantity, please
be sure to click on "Update Cart" before clicking on the "CheckOut"
button.
D.2.
What shipping option should I choose on the check out page?
In most cases this is self explanatory. If you want us to ship your order
using Fedex, choose either Fedex Standard Overnight or Fedex Ground Shipment
based on what the Shipping Calculator reccommends. The "Item Sub-Total"
will appear at the top of your check out page and make a note of this
amount. Then click on the "Shipping" tab at the top of the screen
and click on "Shipping Calculator" located in section 5.1 in
which you enter the Ship-to Zip Code and the order value. In the Comments
section will appear a reccomendation as to whether you should instruct
us to ship Fedex Ground or Fedex Standard Overnight. Close the spreadsheet
window without saving it and you will return to the check out page where
you will select the appropriate Fedex shipping option.
D.3
How do I add special instructions?
Say for instance you want us to ship the order to your child at college
or your mom and dad and you want us to include a greeting card with special
wording. That is easy: Firstly, you would edit the Ship Address on the
check out page to your child or parents' address and then in the "Enter
additional information" box, you would type in your instructions
as to the wording on the card. We will then write a greeting card on one
of our gift cards and place it in the shipping box or include it in the
delivery (at no additional charge). This box can also be used for any
other information that you would like to bring to our attention.
In
particular, if this is an order that we deliver either locally in Metro-Atlanta
or to any of the Southeastern cities on our delivery schedule and someone
other than you will be picking up the order, please include the person's
name and cell phone number in this box.
D.4
Can I request that certain items be packaged differently?
The packaging configuration refers to how many items there are in a pack.
For example, our standard packaging configuration for Minute Steaks is
4 x 4 oz. steaks per pack. During our two peak seasons (Rosh Hashanah
and Passover) we cannot accomodate any change requests to our standard
packaging configuration. While we can generally accomodate such change
requests during the rest of the year, we highly reccomend that this not
be requested because it increases our costs significantly and we therefore
have to apply a disproportionately high repackaging charge of $5 per pack
to recover the repackaging labor cost. The reason for this is that we
cut and pack batches of each item (to increase our efficiency and thereby
reduce our costs so that we can keep our selling prices down. However,
if you are ordering a large quantity (typically the equivalent of over
30 units of the same item) and you give us at least 3 weeks notice), we
will do so at a charge of $1 per pack of the specified item. Please note
that we cannot do this with any of our branded poultry because it would
violate the particular certification (for example Chai, Marvid, etc.)
E.
What happens after I place my order?
Almost immediately after receiving your order, we schedule it for picking
and packing immediately prior to its delivery or shipping date, so that
you receive the latest produced stock. We also inspect the order to ensure
that we will have the items available that you have ordered. In the event
that we do not have any items available, we will either call you or email
you to advise the same and to suggest a substitution. In rare situations,
our stock records may be slightly off and while we believe we have adequate
stock, we may find when we pick the order that we do not. At that stage
we make every attempt to contact you to try substitute for another similar
item. Not filling an order is both a customer service failure and impacts
on our revenue - neither of which are taken lightly by us. Once we have
picked the order, we invoice it according to the actual weights. If this
is a shipping order or a Metro-Atlanta order, we will include the paper
invoice in the shipment or delivery. If it is a delivery order to any
of our Southeastern delivery cities, we include a paper copy in the delivery
and email you a copy of the invoice together with the date, time and venue
of the pickup together with the cell phone number of the delivery driver.
If it is a plant pickup order, we will have the invoice ready for you
when you pick up.
F.
Will the final invoice amount be the same as the order amount?
This will almost never be the case for 2 main reasons. Firstly, the delivery
or shipping charge does not appear on the order. As explained earlier,
both these charges are totally determinable by the customer on placing
the order. It is simply because at this stage, our shopping cart is not
adequately sohisticated to include these charges in the order - we have
to calculate them and add them onto the invoice. Secondly, most of our
products are sold by "catch weight" meaning that they are priced
per pound. Even though the invoiced price per pound is the same as the
price per pound on the order, the actual weights ("catch weight")
will almost never be exactly as specified on the website where we specify
average weights per pack. In any event, in the large majority of cases,
average weights as specified on our website are within 15% of actual "catch"
weights.
G.
Under what kosher supervision is Griller's Pride?
Griller's Pride is under the strict supervision of the Atlanta
Kashruth Commission, a nationally recognized and respected orthodox
kashruth inspection authority. Please feel free to contact the Atlanta
Kashruth Commission at (404) 634-4063.
H.
Do you have a full-time Mashgiach?
Yes, we do and in fact we also have a standby Mashgiach certified by the
Atlanta Kashruth Commission. The reason that we have two Mashgichim is
that in the event that our primary Mashgiach (Jonny Bolnick, direct cell
number (770) 401-0089) has to unexpectedly leave during the day, we at
least have a secondary Mashgiach on the premises. We implement an uncompromisable
rule: whenever any meat or poultry is exposed, there either has to be
a Mashgiach on the premises or such meat and/or poultry has to be secured
in our coolers or freezers under lock and key. ONLY the Mashgichim have
access to these keys. We also have frequent random inspection visits by
Rabbi Reuvein Stein, Director of Supervision of the Atlanta Kashruth Commission.
I.
Tell me about Griller's Pride customer service?
Griller's Pride has developed its reputation based on our product quality
and cutomer service. Being that our primary business is glatt kosher meat
and poultry, we have a highly knowledgeable and friendly customer service
staff who are ready to guide our customers as to their choices of meat
and poultry cuts. Customer service at Griller's Pride is not simply lip
service and soon after you start dealing with us, you will realize that
we go as many miles as it takes to ensure that you are and remain a satisfied
customer. For example, we carefully track every order that is shipped
out to ensure that Fedex is running on time and if there appears to be
a delay, we will contact you immediately or if we are temporarily out
of stock of an item, you can expect a call or email from us asking if
you would like to substitute a different item, or in the rare event that
you may no be happy with a product, we will compensate you to well beyond
what would otherwise be considered reasonable. Ultimately, we do this
because you, our customer, are our most valuable business asset and we
are passionate about keeping you as a customer.
J.
What shipping and delivery methods do you offer?: Shipping
Methods
- We deliver
to your home within specific zip codes in Metro-Atlanta.
- You are
welcome to pick up your assembled order at our plant conveniently located
1 mile North of the Buford Highway exit of interstate I-285. Please
note that our facility is a meat processing plant and we do not currently
have a storefront, so while we will gladly take you on a tour of our
facility when you pick up your pre-submitted order, we do not cater
to walk-in customers.
- We deliver
to central pickup venues (typically synagogues or Jewish day schools)
in numerous Southeastern cities.
- Similar
to a co-op, we ship pallet-loads (with a refrigerated frozen carrier)
to our appointed agent for multiple customers in specific cities.
- We ship
via Fedex Ground and Fedex Standard Overnight to individual customers
throughout the continental United States. Insofar
as Fedex shipping is concerned, our Shipping
Calculator determines whether we can indeed ship Fedex Ground -
thereby providing you with a significantly less expensive option .
For in-depth
details as to each of the above options, please click on Shipping
Methods to determine which option is the most appropriate for you.
K.
Privacy Notice
Griller's Pride takes your privacy very seriously and we take measures
to protect it both operationally and electronically. In placing your order
with Griller's Pride, you accept that the terms in this Privacy Notice
as Griller's Pride Terms and Conditions.
K.1 Personal
Information
We store any information that we receive from you whether by phone or
electronically through our website or email system in order to successfully
receive and execute your order. We also use this information to communicate
with you regarding your account with Griller's Pride and information regarding
new products, promotions and general information that we believe may be
helpful to our customers. Should you wish to not receive any promotional
or marketing communication, please inform us and we will discontinue this
form of communication at our earliest opportunity.
We also monitor
and analyze other information such as visits to our website, all with
the objective of improving our levels of customer service.
K.2 Disclosing
of Information to third parties.
We do not disclose to any third parties any of the information that we
receive from you other than the following:
a. In addition, because we use credit card processing companies to process
charges to your credit/charge card, such companies need to have access
to your information. Their use of this information is limited to the extent
needed to execute the processing of your these charges and/or credits.
b. In the event that Griller's Pride is sold, you are assured that the
terms of sale of the company to either an individual or a company will
be conditional on the purchaser being bound by Griller's Pride Privacy
Notice.
c. Griller's Pride reserves the right to release your information as may
be necessary to comply with any law, goverment or court order. We also
reserve the right to use this information to enforce our Terms and Conditions
and to prevent fraud or misuse of your personal information.
K.3 Security
of your credit/charge card information
Our website uses Secure Socket Layer technology to encrypt the information
that you submit to our website. In addition, we will only confirm the
last 4 digits of your credit/charge card account number in response to
an inquiry from you. When submitting your credit/charge card information
to our credit card processors, we do submit the entire account number
together with other necessary information such as the expiry date and
CVV2 code.
K.4 Disputes
Prior to initiating a formal dispute, please contact our owner Peter Swerdlow
to discuss any issue with which you may be concerned. Although it has
never happened to us in all the years that we have been in business, in
the regrettable case that a legal dispute is necessary, the then current
Privacy Notice will prevail under the State of Georgia or Federal law.
The state of Georgia will also be the location of any such dispute.
L.
What is your return policy?
Because we deal in perishable items and because we are extremely strict
regarding our adherence to kosher dietary laws, in general we will not
accept returns other than under very strict guidelines. In the event that
we do make a mistake, we will typically credit or refund you. In this
event, we reserve the right to inspect the product at our premises - whether
or not such package has already been opened.
M.
Forms of Payment
Griller's Pride accepts:
a. Visa and MasterCard credit/charge cards only.
b. Check or Cash
Please note that for security and accounting reasons, we strongly discourage
payment by cash and will only accept cash if you are paying in person
- not by mail). In the event that you pay in cash, please ensure that
a Griller's Pride employee writes on your copy of the invoice "Paid
in cash", the amount, the date, the name of our employee receiving
the cash and his/her signature.
N.
What are your payment terms
Other than Fedex shipping orders (for which our terms are payment in full
by Visa or Mastercard credit/charge card before the shipment is dispatched),
Griller's Pride terms of payment are "net 3 business days" not
including non-working Jewish holidays. In the event that you need a little
more time than this, please contact us ahead of time (before placing your
order) to make specific payment arrangements.
Checks returned to us from our bank that have not been honored by your
bank will incur a $25 charge.
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