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:12/18/2022

  Type:Service or Repair 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.

  Apparently there are many complaints similar to mine. I was on the app looking at what kind of meal choices they have to order. They are very sneaky and dont let you see what meals they have to offer unless you put all of your information in. I didnt know they were going to charge me without me finishing my order. I put in my information and was looking at the meals they had. I clicked on a few and decided I didnt want to order anything right now. That was around 11pm I wake up and have a box of food at my door that I dont want. They charged me$90.00. and now I have to wait until monday to get a refund and dispute all of this. Companies that have apps should not be allowed to make you fill out all the information without seeing what they are selling. They definitely should not be allowed to charge you if you decided to just click the app off. This is theft plain and simple.

  

  Business Response

  Date: 12/19/2022

  Hi there, we're sorry to hear about the confusion. You may access our menu at any time without entering payment information by going to homechef.com/menu. As stated on our sign up page, once you click "Sign up and Select Meals," you will be charged for your first order. Should you need any additional assistance, please reach out to our team at ***********************************

• Initial Complaint

  Date:12/07/2022

  Type:Service or Repair 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.

  We purchased a $100 gift card for my 83 year old father. We helped him set it up and choose meals. He had ONLY ONE DELIVERY on 11/17/22. Then missed the next one. He called me to find out why he hadnt gotten his meaks for the next week, I saw that his account was paused so i unpaused it and set him up again for meals. He was suppose to receive his 2nd order tomorrow on 12/8. I went on the app to check today and AGAIN saw that it was paused. I called customer service and was told he didnt have enough money for both weeks that were set up or a CREDIT CARD NUMBER on file so it was paused. I am very frusterated in how this works. He still has an $88 credit and his meals keep getting paused. How are we able to TRY the program out if we keep getting meals cancelled. It is not user friendly for ME as a 40 yr old, let alone my 83 year old father. I will NOT be recommending this service to anyone. **************** did nothing to help me exceot say if i had a credit card number they could just charge it. (I would like to know what is being charged befire it is charged on any account.) My dads account email is ************************* I cant find any account numbers.

  

  Business Response

  Date: 12/09/2022

  Hi there! Our team would be happy to help you set up an order that is within your remaining credit limit. Please reach out at ************ so we can assist further. 

• Initial Complaint

  Date:11/22/2022

  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.

  The HOME CHEF website says that it is easy to pause AND cancel the subscription. It is easy to pause but CANCEL is nowhere to be found. When I contacted **************** via internal email message, *** the **************** Representative, said it was easy to PAUSE but I wanted to CANCEL. *** gave me the link and again I tried to CANCEL but the same thing happened and I only had the option of PAUSING the service. This action only interrupts the service and I know I would have probably forgotten to PAUSE it again while still looking for the CANCEL feature. The PAUSE would have started the service up again when I would have thought the subscription ended. My credit card would have been charged, the meals would have been the company picks already shipped (not mine) and I would still be in a perpetual **** looking for the CANCEL feature. This kind of wording of EASY to pause and cancel is NOT the case. I again asked *** about sharing a screenshot with me as to where the CANCEL feature was and how to remove my method of payment. *** then responded saying he cancelled my subscription and removed my method of payment but did not provide these steps to me so I could see and do it myself. These practices appear to be deceptive and show the company is saying one thing but never providing the method for the customer to end the subscription as they state in their customer service *** wording. I am including the *** wording from the website in a WORD document to this message.

  

  Business Response

  Date: 11/23/2022

  Hi there! We use the word "Pause" to give customers the option to reactivate their account in the future should they choose. Pausing your account will successfully stop any further shipments. Should you wish to remove your information from our site, please reach out to ***********************************

  Customer Answer

  Date: 11/28/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, while I am accepting their response, the company knows what they are doing and PAUSE is NOT getting out of the service as you have pick the date when you want to stop the pause. That is not ending the subscription, it just pauses it.  Additionally, their staff removing the account and removing the method of payment is NOT easy as their website states. I asked for the screenshot and additional directions to do this on my own. They didn't let me do that because the customer can't end the subscription on their own.  I am not the only one who has commented on this company's cancellation practices.  It is just something to watch when the customer subscribes to a membership service.  Scetchy food membership companies.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/08/2022

  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.

  I purchased a subscription as a gift for a friend delivered to their home address in ********. I called customer service to cancel the subscription. I was informed by customer service that I cannot cancel the subscription, I can only pause the subscription. Ive been charged for two additional deliveries after I have paused the subscription.Home Chef does not have a cancellation option and has reinstated the subscription without my permission. They do not have permission to authorize a purchase using my credit card. I would like home chef to refund my credit card for the last two deliveries that I didnt authorize the reinstatement, and I want my subscription CANCELLED. Not paused, cancelled.

  

  Business Response

  Date: 11/09/2022

  Hi there, we're sorry to hear about your experience. Please contact our support team at ************ or ********************************** and request to have your account(s) paused and information removed from any associated accounts. This will ensure no further deliveries will be made. Should you encounter any issues, you may request to speak with a supervisor for further assistance. 

  Customer Answer

  Date: 11/11/2022

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

• Initial Complaint

  Date:10/25/2022

  Type:Service or Repair 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 created an account on 10/17/22. Upon logging in, I was offered a discount for first time order. I decided to utilize this and place my first order. I picked my meals and waited for delivery. I received my first box 10/19/22. All was well up to this point. On 10/20/22 I received the following email: (shortened for length)I wanted to reach out because it looks like a second account was opened at your address with a promotional discount. The first account is under the email address: REDACTEDThis customer service agent reached out to tell me I shouldnt have ordered with the discount code THEY OFFERED me. They continued on to share personal information regarding another customer, including contact information. Come to find out later, that they also shared my information with the other customer. I just moved to a new apartment, so obviously someone before me occupied the same address. The fact that they also ordered from Home Chef should have nothing to do with me. The email was passive aggressive and out of line, as they allowed me to create an account, start a subscription, AND have it be delivered before they said anything. My main complaint is the violation of privacy, this persons information was shared with me and vice versa. The only thing that matched was mailing address. Different names, contact information, billing information etc. It is extremely upsetting to know that none of my information with Home Chef is secure.

  

  Business Response

  Date: 10/26/2022

  Hi there! We're sorry to hear about your experience. We have a policy which states first time promotional codes are only permitted 1 per customer. As such, our team is notified when multiple accounts are opened with promotional codes at the same address. Should this be in error, please feel free to respond to that email you received, and our team would be happy to reinstate your account with your promotional code. You can also reach us at ************ for more help. 

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18313528
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/28/2022

  Thank you for including that correspondence. Our agent assured you that the account is permitted to remain open and utilize the discount. Please reach back out to our team should you have any additional questions.

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18313528
  
  I am rejecting this response because:This is not about my account status. It is about you sharing my personal information with another customer without my consent. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/07/2022

  Type:Sales and Advertising 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 just wanted to get the word out about the steakhouse burgers I got extremely bad food poisoning from it. I bought a few packages from smiths.

  

  Business Response

  Date: 10/10/2022

  Hi there! We're very sorry to hear about your experience. We take food-related illness very seriously and would like for you to reach out to our team so we can further address this. Please contact ********************************** or ************. Thank you!

• Initial Complaint

  Date:09/19/2022

  Type:Service or Repair 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 received a discount coupon in the mail from Home Chef that said "$169 value 17 free meals using discount cod AAA17. When I tried to use the couponI received in the mail, i was not able to. I contacted the company Home Chef and I was told that this coupon offer requires me to make a purchase first, although on the mailer I received there is not one word on there saying I would be required to pay something first. The company is sending misleading advertisements to me, and i would like for this to be corrected.

  

  Business Response

  Date: 09/20/2022

  Hi there, as we are an automatic subscription company, payment information is needed upon sign up. You will be able to utilize your coupon code at sign up along with inputting your payment for your first order. If you have any additional questions, please reach out to our team at ********************************** or by phone at ************.

  Customer Answer

  Date: 09/22/2022

   
  Complaint: 18048263
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/13/2022

  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.

  Two weeks ago, I contacted Home Chef through their online-only contact form. I informed them I had two subscriptions, not sure why and I wanted them BOTH CANCELLED! I did not want to be charged any longer and no longer wanted their service. I also asked them to remove my credit card from the accounts. I received a set of meals I did not want two weeks ago and was billed. Now, two weeks after contacting them, I have another on my doorstep and have been billed again. I looked and see that I do not have an active account, so I am not sure why I received it and was billed. Since there is no way to call, I am held by their online contact only and can't deal with the situation directly. I guess the company 1) does not provide refunds when they mess up and 2) does not want to speak with customers. I do not know what I can do at this point. I threw away the first set of meals because they were not meals I would order and I will also not be using the ones I just received. So I am out $119.40 for nothing.

  

  Business Response

  Date: 09/14/2022

  Hi there, we're sorry to hear about the confusion with your accounts. We would be happy to take a further look into this--please reach out to our team at ********************************** or by phone at ************.

  Customer Answer

  Date: 09/16/2022

   
  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:09/12/2022

  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.

  On 7/20 I purchased a ** online with Home Chef. I received a confirmation from Gift Now/Home Chef. The Fed Ex tracking #************ and they said it was delivered to the locker/storage with no signature required. I sent the ** to my nephew in AZ and never received a thank you so I reached out to Home Chef on 8/25. They said they cannot help me because they use Gift Now for their distribution and to contact them. I did and they said it was delivered and there was nothing they could do. I've been emailing them most of August to now. I was put off numerous time for investigation. I asked for them to void the ** and refund or reissue the **. They then said it was used and could not do that. They should have had Fed Ex ask for a signature. They just assumed I"m scamming them and didn't want to budge. Home Chef should honor issues when a customer is dissatisfied with Gift Now! I paid ****** and that's a lot of money to me. Please help and warn others.

  

  Business Response

  Date: 09/19/2022

  Hi there, we're sorry to hear about this situation. We would be happy to help further. Please give us a call at ************ and ask for a supervisor to assist in resolving this incident. Thank you.

• Initial Complaint

  Date:08/27/2022

  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 never received an email this week that the menu for this week was live and therefore I could have made changes or cancelled the week. Next thing I know they took money from my account and are sending me food next week. The meals are meals I would have never ordered. They have plenty of time to cancel the order if I called today, when I called they would not cancel my order claiming it is too late. Well they don't ship it until Monday today is Saturday.

  

  Business Response

  Date: 08/31/2022

  Hi there, we are sorry to hear about your experience. As stated on our website, we have a strict order finalization deadline of the Friday before your delivery at Noon CST. This is to ensure all our food is sourced properly and shipped out in the intended amount of time. We are unable to make changes to any orders after this deadline. Thank you.

  Customer Answer

  Date: 09/02/2022

   
  Complaint: 17784067
  
  I am rejecting this response because: I never received and email from you stating the menu was live for the week. I have ALWAYS received that email so I could make changes or skip the week. I was forced to pay for meals I would never have ordered. In fact I was forced to cook one of the meals and it sucked. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/07/2022

  Hi ****, thank you for your response. As we are unable to offer compensation via this platform, we encourage you to reach out to our support team at ********************************** or by phone at ************ for further assistance. 

  Customer Answer

  Date: 09/20/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me, but I did log this complaint so that homechef recognizes this issue and comes to some sort of compensation practice for future orders of home chef that *** accidently be charged and set to a customer not wanting. We hated trashing the food but the one was horrible and we had other things going on were we couldn't cook the other, We have since cancelled our subscription. 
  
  Sincerely,
  
  *********************