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Business Profile

Cooking Classes

The Chef Upstairs

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cooking Classes.

Complaints

This profile includes complaints for The Chef Upstairs's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    • Initial Complaint

      Date:26/01/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date of Transaction: Dec 28, 2023 Paid: $610.20 Order# ***** The business committed to provide a cooking camp for 4 days for children in a safe environment. After the first day, my son who attended the camp was throwing up in the evening, and had diarrhea. He did not eat anything else that day as they eat the food they make at the camp. He was not able to attend further due to being sick, and then did not want to return given that it is most likely the case that what he ate there caused him to be sick. I contacted the business to try and resolve the problem. They refused any type of refund.

      Business Response

      Date: 30/01/2024

      No other child experienced any symptoms of any kind and all children prepared and ate the same food all week.

      His accusations of food poisoning from our facility are baseless.

      Also, at no time did the customer request any refund. *** ****** ******* *** *** ****** ******* *** ********* ** ** *** ************ *******

      Customer was well aware of cancellation policy prior to proceeding with their purchase. They cannot proceed with the purchase without agreeing to said agreement.

      Illness is specifically mentioned in this policy. 

      Their son got sick, was not able to attend.

      This is not grounds for a refund. 

      Customer Answer

      Date: 05/02/2024

      Complaint: ********

      I am rejecting this response because:

      The comment that at no time did the customer request a refund is a fabrication.  I requested a phone conversation, so Danielle called me ***** ******** on Saturday January 6th at 2:18 pm, and we spoke for almost 4 mins *** *** *** ********** **** ** ******.  I requested a refund at that time, and she said they would not grant one.

      I understand the cancellation policy.  However, I also understand there are exceptions, and it is clear that my son ****** only ate at Chef Upstairs that day and ended up being sick.  I believe an exception to the policy given the situation is reasonable. Not only because my son was still too sick to attend, but he was afraid to attend to get sick again from the facility.

      Sincerely,
      **** *******

      Business Response

      Date: 07/02/2024

      As you have indicated you understand our cancellation policy, you under that there are no exceptions which is clearly indicated in our policy that you had to agree to prior to your purchase.

      You could not make your purchase without agreeing to the terms of the policy.

      This same policy was reminded to you immediately after your purchase in the confirmation email provided, and again in the email you recieved prior to the week of camp.

      No exceptions includes illness, as indicated specifically in said policy. 

      And again, as no other individual at camp became ill we are quite certain your son's illness had nothing to do with anything that was prepared at our facility.

      Were sorry he got sick and that he missed camp. But our policy is clear and similar to many other children's and adult programs.

       

      Customer Answer

      Date: 15/02/2024


      Complaint: ********

      I am rejecting this response because:

      It is not satisfactory given the nature of the issue.


      Sincerely,

      **** *******

      Business Response

      Date: 23/02/2024

      Our cancellation policy is clear and there is nothing further to discuss

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