Just Meats — Customer Service Handbook and Operational Detail

Executive overview

Just Meats was founded in 2010 and operates 12 retail locations across 6 states plus a national e-commerce platform. As of 2024 we process an average of 1,200 orders per week online and roughly 2,800 in-store transactions per month. Our typical average order value (AOV) for online purchases is $62.40, with premium cuts (ribeye, porterhouse) averaging $15.99–$24.99 per pound and ground blends at $5.49–$7.29 per pound.

Customer service at Just Meats is purpose-built around perishability, traceability, and food safety. That means all policies, staffing, and technology are evaluated first by cold-chain requirements (temperature control), second by recall/traceability capability (lot numbers and harvest dates), and third by service speed and resolution rate. Our corporate goal since 2018 has been to maintain ≥92% CSAT and an NPS of at least 55 while keeping order-fill accuracy above 99%.

Contact channels and escalation protocol

Customers can reach Just Meats through a multi-channel stack optimized for fast resolution. Primary contact points are phone, email, live chat, and in-person at any store. Hours for phone and chat support are Mon–Sat 07:00–20:00, Sun 08:00–18:00 local time. The main customer support number is +1 (303) 555-0142; the escalation hotline for quality/recall issues is +1 (303) 555-0199. General email is [email protected]; fulfillment-specific email is [email protected]. Our corporate address is Just Meats HQ, 1242 Butcher Lane, Denver, CO 80204 and the website for order lookup and product traceability is https://www.justmeats.example.

Escalation flows are tiered to limit customer friction and contain food-safety risks quickly. Frontline agents (Tier 1) are empowered to issue full refunds up to $100, replace items, or schedule priority re-delivery. Tier 2 (supervisors) handle refunds >$100, credit appeals, and supplier-level quality investigations. Tier 3 (Quality & Compliance) runs recall quarantines and USDA reporting when required. SLA targets: phone answer ≤90 seconds, chat initial response ≤60 seconds, email response ≤4 hours during business hours, and resolution within 48 hours for 80% of cases.

• Primary channels and expected response times: Phone (Mon–Sat 07:00–20:00) ≤90s, Live chat (07:00–20:00) ≤60s, Email support (24/7 monitored) ≤4 hours business, Social / DM monitored 10:00–18:00 ≤6 hours.
• Escalation contact points: Tier 1 agent → Supervisor within 30 minutes if unresolved; Supervisor → Quality within 6 hours for potential food-safety incidents; Quality → Regulatory notification within 24 hours for confirmed contamination/recall events.

Returns, refunds, and recall procedures

Because meat is perishable, our return policy is time- and condition-dependent. For fresh, refrigerated products customers must report quality issues within 24 hours of delivery/pickup. For frozen products the reporting window is 48 hours. Proof required: order number, delivery photo (if available), and product lot/pack code. Standard refunds are processed as the original payment within 3–5 business days; store credit can be issued immediately if the customer prefers. Exchanges or re-ships incur no additional shipping charge when the issue is verified.

Recall and traceability protocols are strict: every SKU in our system is tied to a lot number, supplier batch, and harvest/pack date. In the event of a supplier recall we quarantine all inventory with the implicated lot numbers within 4 hours of notification and notify affected customers by email and SMS using the order records. Our Quality department maintains a daily audit log and timeline; regulatory reporting to USDA/FSIS is filed within 24 hours for Class I recalls. Customers affected by recalls receive a prepaid return label (if return shipping is needed) or a full refund plus a $15 goodwill voucher for orders over $80.

Order fulfillment, packaging, and the cold chain

Fulfillment performance hinges on packaging and delivery windows. For local deliveries (within 25 miles of a store) we offer same-day delivery if orders are placed before 2:00 PM; fee ranges $8–$12 depending on distance. National shipping uses insulated boxes with 3–5 days of cooling capacity (gel packs + vacuum insulation) and costs $12–$24 depending on weight and speed; a $35 minimum order applies for shipped items. Target internal KPI: 95% of chilled shipments must arrive at ≤40°F and frozen shipments at ≤0°F.

Traceability is integrated into the packing slip: every outbound box includes SKU, lot number, pack date, and a QR code that resolves to the product page showing supplier, storage guidance, and best-by date. For subscription customers (monthly boxes) we maintain a 98% on-time delivery rate; late deliveries trigger an automatic $10 credit for the following order if delivery exceeds the promised window by more than 8 hours.

Training, SOPs, and staffing model

All customer service and fulfillment staff complete a mandatory 24-hour onboarding program followed by 8 hours of practical cold-chain handling and HACCP-aligned food-safety training. Frontline employees must hold a ServSafe Food Handler certificate or equivalent within 90 days of hire; managers complete a 16-hour HACCP refresher annually. On average we staff one CSR for every 200 daily online orders and one fulfillment technician per 150 shipped boxes per week; peak-season staffing increases 25–40% (November–December).

SOPs are documented with step-by-step checklists: receiving inspections (temperature log every pallet), picking/packing (double-check lot numbers), and outbound verification (photo + packing slip upload). Training includes call-handling scripts for the top 10 complaint types (quality, late delivery, wrong item, billing, missing item) and role-play scenarios for difficult escalations. New hires are evaluated on a 10-point quality checklist; a score of 9+ is required to move from training to unsupervised shifts.

KPIs, reporting, and continuous improvement

Key performance indicators are tracked daily and reviewed weekly in cross-functional huddles. Core metrics: Customer Satisfaction (CSAT) — target 92%+, Net Promoter Score (NPS) — target 55+, First Contact Resolution (FCR) — target 82%+, Average Handle Time (AHT) for phone — 4:30 minutes, and complaint rate — target <8 per 1,000 orders. Operational metrics include order accuracy ≥99% and cold-chain compliance ≥95% as measured by random audits (sample size: 5% of outgoing orders per day).

Continuous improvement uses monthly root-cause analysis tied to corrective action plans. For example, after a spike in “wrong cut” errors in Q2 2023 we reduced pick-zone complexity by 18% and added a barcode verification step that lowered mis-picks from 0.9% to 0.12% within 60 days. All KPI trends are published to the team dashboard and reviewed with suppliers quarterly; supplier scorecards include defect rate, on-time deliveries, and documentation accuracy.

• Operational metrics snapshot (targets): CSAT ≥92%, NPS ≥55, FCR ≥82%, AHT ≤4:30, Order accuracy ≥99%, Cold-chain compliance ≥95%, Complaint rate <8/1,000 orders.
• Customer remedies and compensation framework: Verified quality failure → full refund + free re-ship if order ≤$100; orders >$100 → supervisor review within 24 hours, typical outcome full refund or replacement + $15–$25 voucher as goodwill.

How long do just meats last in the fridge?

10-14 days
Unopened meat will last 10-14 days in the fridge and 4-6 months in the freezer. Once the seal is opened, the meat should be consumed in 3-5 days. We will most likely add a date sticker in the future for your convenience.

Where does Just Meats ship from?

We ship our meat via UPS from our three distribution centers (UT, TX, and KY). Your order should arrive within two days.

Why did Just meat go out of business?

In a statement to FOX 13 News from Just Meats’ attorney in early December, the company said it was doing “everything in its power to pay what is owed to its influencers and important vendors.” “Unfortunately, the company has temporarily ceased operations due to financial hardship,” the statement continued.

What is the best meat company to order from?

Our top picks for meat delivery services

• Best overall: Snake River Farms.
• Best for staples: Rastelli’s.
• Best variety: Porter Road.
• Best for gifting: Omaha Steaks.
• Best subscription: ButcherBox.
• Best sustainable: FarmFoods.
• Best for American wagyu: Vermont Wagyu.
• Best dry-aged: Pat LaFrieda Meats.

Where is Just meat based?

Provo, UT
Just Meats is in Provo, UT.

Can you heat up just meat in the microwave?

You can microwave it. Just make sure the type of meat you use reaches the proper temperature, for safety purposes.