Complaints

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.

• Initial Complaint

  Date:04/07/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Chefs plate has continued to charge me after i called and canceled my subscription in May. I have called in on two separate occasions and received confirmation of cancelation despite this i was charged twice more. When i called in to address the issue i was informed they couldn't help me because i didn't have an account. Using the app i pulled up my customer care number and they finally recognized i did have an account. They explained then that since i hadn't skipped my order date i was being charged, when i explained i had already canceled and had been charged i was told they would give me a partial refund of 64 dollars despite having been charged 110 for food i not only didn't order but also never received. It took 4 calls to the customer care number to get my account cancelation confirmation and i have yet to receive any refund.

  Business Response

  Date: 09/07/2024

  We are very sorry to learn of this experience! We can confirm the account is canceled and that Customer Care previously issued a refund for $25.58. We have issued the remaining refund for the order that was delivered 7/1/2024 in the amount of $25.27. Additionally, we have issued a full refund for the order delivered 5/13/2024. Refunds take 3-5 business days to process depending on the financial institution's processing times. Please reply if we can be of any further assistance!
  
  Thank you, 

  The Chef's Plate Team

• Initial Complaint

  Date:11/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Once you've entered your credit card information you cannot remove it. There is no option anywhere in the website to do this. They informed me that my credit card information will be stored for SIX YEARS!

  Business Response

  Date: 18/06/2024

  We apologize for any misunderstanding regarding data deletion. We can confirm that all personal and financial information was immediately and permanently removed from our system.

  
  Thank you,
  The Chef's Plate Team
  

  
  

• Initial Complaint

  Date:07/05/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On March 2, 2024, I received an email from Chef's Plate that there was an outstanding balance on my account of $48.76 for an order delivered on Feb. 26, 2024. I did not order any deliveries for this week and had skipped all deliveries up to this date. I had changed credit cards that month, and as I had no plans for continue ordering from Chef's Plate, did not update my credit card on file. ***** ************ ********* **** **** ** *** **** ***** ********* ** *** ****** ** ******* ****** ** ********** I was surprised to receive the outstanding balance email because despite not having an active credit card on file, Chef's Plate is suggested a box was still sent to me, even though I did not order one and had skipped all weeks to date, and even if they had sent an order, I was home all day of the suggested date of delivery and did not receive any delivery or notification of delivery. My account is cancelled, and I've called Chef's Plate to remove the charges, but they refuse and say that they continue to charge even if there is no active card on file to avoid disruption to a customer's subscription. My requested resolution is for Chef's Plate to remove the outstanding charges and to stop spamming me with emails and ********** "promotional calls" trying to get me to reactivate my account.

  Business Response

  Date: 14/05/2024

  We apologize for the experience the customer had. This is not at all what we want for any of our customers. 
  
  We have canceled the attempts to charge the customer in our system. There will be no more attempts. We do not, however, see that any charge was ever processed. We ask that the customer submit a screenshot of the charge if it indeed did go through and we will happily take care of it.
  
  We have also removed the customer's information from our marketing lists. All forms of communication will cease within seven business days. 
  
  Please let us know if we can further assist.

  Thank you,
  The Chef's Plate Team

• Initial Complaint

  Date:01/05/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I have been registered for weekly food box deliveries since 2022.
  
  This week's delivery was set to be delivered today (29 April 2024) and the cost was charged on 26 April 2024 to my credit card. Instructions attached to the delivery were to leave the package by the door. The delivery driver did not get a response at the door, so they left with the package, and rescheduled it for delivery tomorrow. I will not be able to receive the package tomorrow, and would doubt the safety of the food being unrefrigerated that long, even if I could.
  
  I contacted customer service and explained the situation. I requested they cancel the delivery and refund the cost. They said they could not do either.
  
  I believe that the agreement being made when I signed up was that they would have the food box delivered on the day arranged. I believe they have failed to meet that agreement, and so I should not be charged for the food box. I do not intend to accept delivery, but expect that ***** will leave the package at my door tomorrow. I am willing to return the box, provided I am not expected to incur further costs to do so.
  
  Chef's Plate Order # *********

  Business Response

  Date: 07/05/2024

  We have reached out to the customer directly via email to resolve their complaint.

  Thank you,

  The Chef's Plate Team

  Customer Answer

  Date: 07/05/2024

  I have reviewed the response made by the business  and find that this resolution is satisfactory to me.
  
  
  
  

• Initial Complaint

  Date:25/04/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I skipped a week on my Chef's Plate account and they have claimed no record of skipping. When trying to get help from customer service they first denied me access to my transaction history, then told me to figure it out on the website, then told me it wasn't available on the website and then finally filed for an approval of my transaction history. Customer service interrupted me multiple times and didn't listen to anything I said.

  Business Response

  Date: 30/04/2024

  We have reached out to the customer directly to resolve their concerns.
  
  Thank you,
  The ChefsPlate Team
  
  

  Customer Answer

  Date: 30/04/2024

  
  
  I have reviewed the response made by the business find that this resolution is satisfactory to me.
  
  
  
  

• Initial Complaint

  Date:02/04/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I contacted Chef's Plate's agent on 19 Feb to cancel all my orders. And the agent told me that I won't have any upcoming orders. But on 30 Mar, I received a call that I have a Chef's Plate order delivered. I didn't expect this order, and refused this delivery. When I check my bank account, I found that I was charged $82.89. I contacted their agent, they refused to help. Chef's Plate sent me an order without my permission, and charged me without any notice. They even didn't send any email to notify me that there is an order.

  Business Response

  Date: 03/04/2024

  We have reached out to the customer to address their concerns.
  
  Thank you,
  The Chef's Plate Team

• Initial Complaint

  Date:26/03/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I went onto Chef Plate as I was pondering ordering but once i got to the recipes (which you cannot see unless you add credit card which begins the lock in process ***** * *** ** *********) I opted not to select recipes and leave not proceeding with the order. Well, the organization chose to send me a box anyway and charged my credit card. I contacted via email but the company apparently does not reply to emails thought the email option is public. So then the next day I contact their customer support as I had not heard back from the email. They are refusing to cancel as it is four days from delivery, stating they cannot cancel the box. Well I emailed 5 days from delivery and it is not my fault they cannot reply. Also simple communication will stop the box. **** ***** ****** ********** I also requested to be escalated to a manager but was told that cannot happen and the manager will contact me in 3-5 business days, so after the box has been shipped. * ********* **** *** ***** ****** *** *********. I did not select meals so in my mind I did not complete the order process but they send the box anyway. *** ****** ****** **** *** ***** ** ** ****** *** ****** ***** ** ** **** **** ******** **** ** *** ***** * ***** 

  Business Response

  Date: 02/04/2024

  We have reached out to the customer to resolve their concerns.
  
  Thank you,
  Chefs Plate

  Customer Answer

  Date: 02/04/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:06/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I signed up but repeatedly the delivered ingredients were missing items. Attempted to cancel but was told it was too late so another week is coming. Also those items are not what I wanted, chef's plate arbitrarily chose them for me.

  Business Response

  Date: 20/03/2023

  Hi ****. 
  
  I am very sorry to hear that some of your ingredients were not the quality you expected from Chefs Plate. I understand how stressful it can be to receive a recipe that you cannot enjoy and how it affects your meal planning for the week ahead.
  
  Chefs Plate is a weekly subscription service, which means that orders are automatically processed once your account is activated. As outlined in our Terms, by registering for a HelloFresh plan, you acknowledge that your subscription has an initial payment feature and you accept responsibility for all charges prior to deactivation. 
  
  We do our best to make it clear throughout the ordering process that we are a flexible, self-managed subscription service. Our weekly deadline for changes and cancellations is 11:59 PM PST 4 days prior to your delivery. If a meal swap is not made, you are sent our chefs' selection of meals according to the menu preference that you selected while signing up. Menu preference can be updated by accessing the “Plan Settings” of your account.
  
  It is never our intention to cause any inconvenience, so as a gesture of goodwill, we’ve processed a refund of $51.92 back to your original method of payment. The refund will be visible there in 3 - 5 working days. We kindly thank you in advance for your patience and understanding.
  
  I can confirm that your subscription is canceled and you will not receive any further deliveries. If you have any questions please call us a* ***************
  
  

  Customer Answer

  Date: 20/03/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:31/10/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I ordered a first week promotion price package from chefs plate for $17, and was charged $17 after making a choice and  meal plans. I was satisfied and paid when shown the total charge was $17.
  I then found a separate charge the same day for chefs plate for $27. After contacting them and asking to refund the unauthorized charge they told me that the charge was for switching the meal plan ** *** *** ***** ** * ***** *******. Also the total was not changed. They gave 2 different transactions ***** * ******* ** **********. They agree it’s unauthorized but refuse to issue a refund for items I did not order and will not receive.

  Business Response

  Date: 18/11/2022

  Hi *****, We’re sorry to hear you received unexpected charges. Chefs Plate is a weekly flexible, self-managed subscription service. After taking a look into your account, I can see that the additional charge was for two meals that were chosen:
  1. Premium recipe - Steaks & Herb Butter. This recipe comes at $5.99 extra per serving
  2. Packed Plate - Peruvian-Inspired Chicken Feast. This has a surcharge of $7.99 per serving per person. 
  

  These special meals bring higher quality ingredients and restaurant-quality curated recipes - they are always labeled with a black tag “SPECIAL” and identify the extra charge per serving. You can see the surcharge right under the recipe photo (+$x.xx/serving).
  

  Please keep in mind that discount vouchers or credits do not apply to our surcharge meals.
  

  When a meal swap is made, our customers are able to see all charges on the account in the order summary. Surcharges are always shown separately from the base value of the box, as many customers prefer this to be able to track their expenses easier. I hope this helped clarify any confusion!
  

  It is never our intention to cause any inconvenience, so as a gesture of goodwill, we’ve processed a refund of $27.96 for the surcharges back to your original method of payment. The refund will be visible there in 3 - 5 working days. We kindly thank you in advance for your patience and understanding. I can also confirm that your subscription has been canceled. You will not receive any further deliveries unless the subscription is reactivated. If you have any questions please call us at **************

  Customer Answer

  Date: 18/11/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  However, when they stated that the price was shown, that is complete false. The promo price total was shown. The price with the upgraded choice was NOT shown. It was charged as a separate price, and I would have never known had I not seen the separate charge in my bank account. 

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