Hi John,<br />Thank you for taking the time to share this and for giving our charcoal a try. We appreciate the thoughtful detail in your feedback.<br />Lighting behavior and smoke during startup can vary based on setup and airflow, but we understand how frustrating it is when a cook doesn’t go the way you planned, especially around an important meal. That’s not the experience we want associated with our charcoal.<br /><br />We’d really like the opportunity to learn more about what you encountered and take care of you directly. If you’re open to it, please reach out to us at Hello&#64;thegoodcharcoal.com and our team will be happy to help.

Hey Jason, that&#39;s not what a bag of ours should look like and we hear you.<br />Something clearly went wrong somewhere along the way before this bag got to you, whether in transit to the store or in handling, and we want to get to the bottom of it. Our charcoal is 100% hardwood Acacia with nothing added, and while pieces do vary naturally, what you&#39;re describing is not a normal bag.<br />Send us a few photos at hello&#64;thegoodcharcoal.com and let us know which Sam&#39;s Club you picked it up from. We&#39;re real people on the other end and we&#39;ll make sure you&#39;re taken care of.