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:01/02/2023

  Type:Product 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.

  First of all the operators are TOTALLY RUDE. I asked to speak to a supervisor and the agent hung up on me. Horrible experience from beginning. 1st box never got to enjoy because my neighbor found it in the middle of the street, completely flat. Was charged twice before I even got to taste the food. 2nd box food is terrible. Tiny micro ************ sprouts with bug bites and dirt everywhere couldnt eat 2 of the meals. So I call and ask them to refund my money and cancel the subscription. I get a refund for the 1st box because I showed pictures of the box with the tire marks and she assured me my account was canceled. Well it wasnt and I see I am charged for something I dont want. They force you to buy something that you dont want and dont give you a heads up like Blue apron or the other boxes. I call to stop the shipment and this is where the scam begins. Agent told me the box hasnt shipped yet. Ok great could you please pull it out from delivery? No. Why not? I wont be able to cook because Im going into the hospital. I need my money back please help BBB

  Business Response

  Date: 01/04/2023

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

• Initial Complaint

  Date:12/31/2022

  Type:Product 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.

  On Dec 26th, I started a subscription to Green Chef but when I saw the menu items for the first week, I realized that the menus didn't have food that accommodates my family's dietary needs. I elected to skip the first week and checked menus for subsequent weeks, never finding a week that would work for my family.So, I cancelled the subscription within minutes of initiating it. I got the confirmation that the subscription was cancelled but later that day received an email saying my first box was coming Jan 6. I wrote back immediately asking if it was an error, noting that I'd cancelled the subscription. I never heard back. Today (Dec 31), I was charged $91.98. I called Green Chef. They acknowledge that I had cancelled my subscription immediately but said that I still had one "final" shipment and that it was too late to cancel but that I could change the menu items. I pointed out to them that 1) I had immediately cancelled my subscription and had never agreed to receive any shipments, 2) I had opted to "skip" the first several deliveries so I shouldn't have had one coming on Jan 6 anyway and 3) if they are saying that I still had time to change the menu items then they still had time to cancel the shipment. They refused to cancel it. They offered half price on the box but given this is food that my family can't eat, this isn't an acceptable resolution. Only cancelling the box and providing a full refund is acceptable.

  Business Response

  Date: 01/04/2023

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

  Customer Answer

  Date: 01/06/2023

   
  Complaint: 18666151
  
  I am rejecting this response because:

   

  I have not heard from the business.  They have ignored my requests.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/19/2023

  We are currently working with the customer to address their concerns. 

   

  Thank you,

   

  The Green Chef Team 

  Business Response

  Date: 01/26/2023

  Dear Better Business Bureau,
  
  
  
  This is in response to Complaint ID #********. The following email was sent to the customer on 01/04/2023 addressing their concerns.

   

  Dear *****, 
  
  
  We are reaching out in regards to the dispute you filed with the Better Business Bureau and sorry to hear your experience was not a pleasant one during these challenging times. We have issued you a full refund of $91.98 for your 01/06/2023 order, please allow five to ten business days for the funds to post depending on your Financial Institutions processing time. Since we are unable to stop the 01/06/2023 delivery(due to the procurement of ingredients) and you are not able to enjoy it, please feel free to giveaway or discard the box. 

   

   

   

  We followed up with the customer via email on 01/19/2023 to see if there were any other issues that needed to be addressed. The customer responded that their issue was resolved. 

  Customer Answer

  Date: 02/01/2023

   
  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:12/30/2022

  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.

  So I thought I had canceled my subscription to Green Chef, instead, I delayed it a couple weeks. I am in the process of switching banks and now the card that was charged is overdrafted by -$93. Green Chef is the reason for this. I received no email about my order. Nothing related to my skipped weeks coming to an end. Nothing related to my order about to be processed. Nothing about my order being on the way. I relayed all this information to a chat agent and of course they had no sympathy for me and refuse to issue a refund. HelloFresh continues to be the best option of these meal services with great customer service and actual alerts of when they will send you money. This behavior by Green Chef is not only predatory but practically theft of the consumer. I do not care about the package being sent. I am not even home to retrieve it. Now I am forced to file a claim here and with my bank. I will never use this service again.

  Business Response

  Date: 01/06/2023

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

• Initial Complaint

  Date:12/30/2022

  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 logged in to the Green Chef system for the first time on 12/27. Their system requires you to enter a payment method to view anything. I looked around at different meals and selected a few for an order and got a confirmation email of the order for $33.19 and a "Welcome to Green Chef" email at 1:35 PM. Then I changed my mind &cancelled through their site. I got an email confirmation at 1:44 PM with the subject line "You've cancelled your subscription". My login to the account immediately stopped working since I had cancelled, so I couldn't view my account. On 12/30 my credit card had two charges - $33.19 and $18.43. I didn't get any notice from Green Chef about what the charge was. I immediately called customer ************** told me that when I cancelled it only cancelled my membership for "future orders," but not the first order. There would have been no way for me to cancel the first order or know that the first order was still going to happen because they turned off my login. They said there was nothing they could do, they couldn't cancel the order or refund the charge because it was less than 7 days before the order delivery date (1/5/23) Additionally, the amount charged ($51.62)was more than the original order confirmation ($33.19). The customer service rep stated that was because there was an upgraded item included. There was no explanation provided as to why the upgraded item wasn't listed on the order email. This was intentionally deceptive because I received a notice stating cancellation and then they took away all access for me to know that there was still an order being charged to my account. They sent no notifications and I didn't know until I was charged - and according to them it was then "too late" to do anything about it and they refused to refund my account. Then the amount was more than I was originally told.They should be required to notify clearly after cancellation that they will still be charged and the correct amount of the charge.

  Business Response

  Date: 12/30/2022

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

• Initial Complaint

  Date:12/29/2022

  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 was double charged by green chef. They charged me $73.12 on December 23 and again on December 25 for the same order. Both transactions have the same number. Ive never had this happen before with any other business. Very disappointed in green chef

  Business Response

  Date: 12/30/2022

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

  Customer Answer

  Date: 12/30/2022

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/29/2022

  Type:Product 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.

  Green Chef offers the ability to skip weeks for any reason. Before the week of Christmas, we pushed back and skipped all deliveries. Typically you are able to do this for the current and next month. However, in this instance the calendar ended the last week of December with no ability to skip ******** We decided we'd revisit it next year and push back as needed.This morning we woke up to a $90.93 charge for a delivery scheduled January 4. We called them up this morning to get the order cancelled and the refund processed. The customer service agent said the refund could not be processed because the order was being picked and packed for the batch delivery for January 4 (plus some explanation of how the team is making sure the ingredients are as fresh as possible, some long scripted explanation). However, they could change the meals themselves or push the date out a few weeks if needed. So at the same time, my order could not be cancelled or refunded because it was too close to shipping to "ensure the ingredients were as fresh as possible" but at the same time, my order could be changed entirely or pushed out.Finally, after calling them out on this ridiculous explanation, the customer service agent admitted it's actually their policy they cannot refund orders. They simply don't have the ability. Their solution to my problem was to try calling back to see if another agent would be able to but there's nothing that can be done whether it through their team or management. Nobody apparently has the ability to refund an order that has not been processed, packaged or moved to the shipping department. It's just a matter of not wanting to lose the sale.Avoid them at all costs.

  Business Response

  Date: 12/29/2022

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

  Customer Answer

  Date: 12/30/2022

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/19/2022

  Type:Product 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 hit the skip feature for what I was told was the next week for Green Chef on 12/14/22. I was told I would not be receiving any more boxes from Green Chef. I received a text from Green Chef saying the food was on the way for tomorrow Tuesday December 20. I called to explain I already skipped and I was told they would be charging me or I could donate the food. Those did not seem like viable options whatsoever. The customer service was extremely rude and said they would be glad to take me out of the account. I have been told they still charge after you cancel your account which I did. I want a refund for this week's food and a promise they won't charge me anymore.

  Business Response

  Date: 12/20/2022

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

• Initial Complaint

  Date:12/19/2022

  Type:Product 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 sent the email below on 12/11/22. I have not heard back. The email details my issue. The phone reps seem to have no way to rectify the issue caused by a Green Chef employee.I have tried to reach management to no avail. Date: 12/11/22 11:04 AM To: Green Chef Hello. I was utilizing the Hero Discount and loving the service. There had been an issue with one of my orders, I called and spoke with a representative who gave me a partial refund, which was great. He also CANCELLED MY HERO DISCOUNT! I have made several calls, spoken with ***** and ******. No one seems to be able to fix this and there is no way for me to get a new code through ID Me. All of this should be detailed in my account. I'd love to talk with a representative/CEO that can solve my issue since the error was done by your company. Not being able to remedy this is horrid customer service.*******************

  Business Response

  Date: 01/16/2023

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

• Initial Complaint

  Date:12/16/2022

  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 received an email on Sunday 12/11 for **** per meal and free shipping. It was through Rakuten. I clicked on the link and it said my promotion was applied. If I got a code I didnt think I needed to save it (I dont remember if it showed me an actual code or not) I changed the 3 meals pre-selected for me. I remember seeing the total would be $70 something. Again I didnt write it down, I figured it would all be in my account history. I didnt get any kind of confirmation that my purchase had been successful so I used the online chat to check. The service rep assured me it had gone through. Today I notice my credit card was charged full price, $163.07 on 12/13 for this weeks order. I immediately call customer service. The rep **** and checked with someone and said they couldnt change it since it already went through!! They couldnt credit my card for the difference? Best they could do was email me a code for a future box. Obviously I will never use them again. My 3 meals had been changed to my preferences so I know my order went through. Yet somehow the offer of $**** and free shipping didnt, even though I ordered on a link that promised that. I feel that this is false advertising. Had they told me when I ordered that my total would be $163.07 I would NEVER have agreed to it. And now they will do nothing.

  Business Response

  Date: 12/18/2022

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

  Customer Answer

  Date: 12/19/2022

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/13/2022

  Type:Product 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.

  Ordered green chef to find ways to eat healthy but ended up with spoiled meats and veggies. Attempted to cook what was thought to be ok and my family ended up getting very sick. I have paid for three boxes but tried to put a hold on for 3 weeks. It only held one box and changes a week before the box even ships. I called customer support and their only resolution was to cancel my subscription and offered a refund on only 1 box! I asked for a refund for the box that hasn't even shipped yet and they refused. I am very dissatisfied with the product and company practices.

  Business Response

  Date: 12/14/2022

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

  Customer Answer

  Date: 12/14/2022

   
  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.
  
  Sincerely,
  
  ***************************