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:11/27/2024

  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.

  We have never signed up for, purchased from, or had any interest in this company, or any other meal delivery entity. As a matter of fact, up until these charges started appearing on our credit card statement, we had never heard of this company. Since September 25th, 2024, our credit card has been charged for services we neither received or requested, a total of 11 times. I initially tried contacting Home Chef to find out who made these purchases. They stated there was no way for them to know. This response was preposterous considering the information they collect from EVERYONE who orders from them, and I am sure ones who do not also. I reported the fraudulent charges to our credit card company, and cancelled the card. Then a week after the card was cancelled, the charges occurred again. Clearly Kroger could care less where their money comes from, or at what expense, as long as it isn't theirs. The company is gross

  

  Business Response

  Date: 12/13/2024

  Hi there, we apologize for the frustration you've endured with this! While we are unable to determine "who" used your card to purchase our products, we recommend contacting your billing company to look into this further. We are happy to suspend unwanted accounts for you, however any fraudulent activity should be reported and dealt with via your bank. Feel free to give us a call at ************ for any help regarding your Home Chef account.

• Initial Complaint

  Date:11/25/2024

  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.

  Very difficult to cancel subscription Ordered through work promotion Now charged $125.00 for order I couldnt cancel Would not recommend Very difficult to get customer support

  

  Business Response

  Date: 11/27/2024

  Hi there, we're sorry to hear about your frustration in cancelling your account. Once you have an account with us, you can cancel future orders by placing your subscription on Pause. This will stop all future orders. If you still need assistance, please contact our support team at ********************************** and we would be happy to help.

• Initial Complaint

  Date:11/14/2024

  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 have been having issues on and off with delivery through Home Chef, and while I recognize they outsource shipping out to ****, they are responsible ultimately for me getting the product I ordered. I was having the delivery sent to a business address and in instructions specified the business hours and where to deliver the package. When **** notified me the package would be delivered after business hours, I explained to their customer support that wouldn't be feasible and they told me they would return the shipment to warehouse and attempt delivery the next day. Instead they delivered it after hours to the residential portion of the building, and did not even follow instruction to attempt delivering to the business. The thing that bothers me the most is that Veho lied, and thus far no one has provided adequate recompense. Home Chef only offered a 50% credit back, something useless to me as I am cancelling the service.

  

  Business Response

  Date: 11/18/2024

  Hi there, we are so sorry to hear about your package arriving after delivery hours. Unfortunately, even when specific instructions are provided to our shipping partners, deliveries can be made outside of hours or delayed due to internal shipping reasons. Should you wish to receive a refund for any purchased products, please contact our team at ***********************************

  Customer Answer

  Date: 11/19/2024

   
  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:11/13/2024

  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.

  Purchased a homechef promotion on *******. It said it was a voucher for 32 meals (2 weeks/4 meals for four people) Upon redemption, we were given a credit for $223, which would only cover one weeks worth of meals. I have contacted support multiple times over the past 3 weeks as the second week (that I paid for, it was not discussed that it was a credit, but for 32 servings) is trying to charge me almost $100 to be delivered. In addition, the food that was delivered was half rotten. Potatoes with soft/rotten spots, same as the pepper. A punctured package of hamburger with a suspicious blue material inside. So in reality, I couldn't use over half of the first deliveries meals! I understand that shipping was not included in the promotion, but that is only $22 and we were happy to pay that portion if the groupon was delivered in an honest way, ringing true to the deal they were advertising. But it is not. We just want the meals we paid for and support has been very against giving us any sort of credit or resolution.

  

  Business Response

  Date: 11/18/2024

  Hi there, we apologize for any confusion. ******* provides these offers as advertised, which is a total of X number of meals at X servings. In the fine print, when purchasing a Groupon, your total credit value for the advertised product will be provided. It sounds like in your case, the total credit value was $233, which was redeemed in your account for an order. Once you have used your Groupon credits for products, the credit will be marked as used. We are unable to offer compensation for this as you have redeemed the ******* already for the total product value that it is worth. 

  Please contact our support team should you have any additional questions.

• Initial Complaint

  Date:11/04/2024

  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 went to the Tempo meal delivery website. They advertised a discount of "50% off the first 4 boxes, up to $47.50 per box" for "alumni of accredited universities", so I verified my alumni status through ***** as instructed on the Tempo website. Then when I returned to the website, it was only giving me 50% the first box and 20% off the next 4 boxes. ' I spoke with customer service via live chat, and they said they could not help me with the discount until I finished creating an account and provided me them with my credit card information. When that was done, they informed me that they didn't have a "voucher code" for the alumni discount that is advertised on their website. And they could only give me the 50% off the first box and 20% off the next 4 boxes. When I informed them that this appeared to be a "bait and switch" operation (i.e. drawing me in with the bait of "50% off the first 4 boxes" and switching it with an offer of "50% off the first box and 20% off the next 4"), they said that their terms and conditions state they reserve the right to "cancel or withdraw any 'voucher' at any time". (The terms and conditions page does not define the word "voucher". And this discount was advertised right on their website).I have included a screen shot of the advertised discount and a chat transcript where the customer service *** states that they will not honor the advertised discount, even though I qualified to receive it, because they do not have a voucher code to input in order to give me the discount.* Please note: this is an online company (Tempo by Home Chef), so I do not have a physical address to give, only a website.

  

  Business Response

  Date: 11/04/2024

  Hi there, we are very sorry to hear about this and about your interaction. We will be passing this information along to our Support Team Supervisors and a member of our team will be reaching out shortly. Please feel free to contact *************************************** in the meantime should you have any additional questions.

  Customer Answer

  Date: 11/15/2024

   
  Complaint: 22504623
  
  I am rejecting this response because:
  I wanted to respond regarding my complaint against Tempo by Homechef (Complaint ID: *********.
  I received a response from Tempo (please see attached email thread); however, I do not consider the matter "resolved".
  
  In short, the most recent email reply from Tempo expresses that they are still refusing to honor the alumni discount that was advertised on their website at the time I attempted to redeem the offer (50% off the first 4 boxes). Also in this email, the customer service representative "******* *." claims that the promotion was "not offered through ***** due to an error in the promotional setup". I have included an email from ***** verifying my qualifying status as an alumni (please see attached). 
  
  In addition, ******* *. claims, "At the time, your account was set up with an introductory offer that included 50% off your first order (up to $88), along with 20% off your second through fifth orders (up to $36 per box)." 
  As you can see in the chat transcript provided, when I tried to redeem the alumni promotion, ******* *. said she could not help me with it until I finished setting up my account and provided my credit card information. She promised that once I did that, a team lead would adjust the account to give me the appropriate discount. Then, immediately after I set up the account and gave my credit information, she told me that Tempo would not honor the advertised discount and could only give me a lesser discount (50% off the first box and 20% off the next 4).
  
  I believe this action to be a violation of FTC, section 5, covering Bait advertising. I was lured in by an alluring offer, forced to set up the account with a less appealing offer and promised that it would be corrected later, and then refused the original offer and given a few different explanations (they didn't have the correct code, there was an error with *****, etc.) My suspicion is that Tempo never intended to give the advertised offer.
  
  The only compensation Tempo has offered is a $30 credit (for my inconvenience), which does not make up for lesser offer they are giving me. 
  
  Please advise as far as next steps. I really don't want to see Tempo get away with using bait advertising to take advantage of me or any other consumer.
  
  Thank you,
  ***** ****
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 11/25/2024

  Hi *****, 

  We apologize for your continued frustration with this issue. I have personally contacted our support team, who has relayed the conversation to me. It does appear that per our records, you redeemed a promotional discount of 50% off your first order, as well as an additional 20% off of your next 4 consecutive orders. The employee you spoke with also added a courtesy $30 credit to your account for any confusion. 

  As it stands, we are unable to offer additional discounts to you at this time. All customers are permitted one into discount per household, which you can find stated in our Terms and Conditions.

  Thank you.

• Initial Complaint

  Date:09/28/2024

  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.

  Exploitative cancellation procedures. The company makes it nearly impossible to cancel your account once you sign up.

  

  Business Response

  Date: 09/30/2024

  Hi there, we apologize for any confusion. You can cancel your subscription anytime by heading to Account > Subscription Settings > Pause. Pausing your account will deactivate it unless you manually decide to reactivate. Please let us know if you have questions.

• Initial Complaint

  Date:09/25/2024

  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.

  My husband and I recently had a horrible experience with Home Chef. Our order was supposed to be delivered on Monday but did not arrive until Wednesday. We contacted HC to let them know the box did not come when it was supposed to and that we no longer wanted to be a customer.The customer service rep ******** *.) did not care, and this was shown in his responses. He offered no solution other than to wait for the box to arrive. When the box arrived, everything was thawed or no longer cold. THE ICE PACK MELTED!!!!Home Chef only cares about getting our money, not delivering a complete customer service experience. I don't think they will care until someone gets food poisoning from eating food that has gone bad.

  

  Business Response

  Date: 09/27/2024

  Hi there! We are sorry to hear about your recent order and experience. We are always happy to reimburse you for a box that arrived unusable. Please give us a call at ************ and we would be happy to help further.

• Initial Complaint

  Date:09/03/2024

  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.

  In February of 2024, my wife received a promotion in the mail from Hello Fresh for free meals. She entered our email address to receive more information but did not request any meals. In March, we started receiving meals, but it had to return label or contact information. In April, I noticed charges on my credit card bill from Home Chef. We disputed the charges with ************ They reversed the charges but then reapplied them. They said since we received the meals we had to pay for them. I explained that we did not eat the meals because they sent food we would not eat due to health issues with people in our family, including diabetes. *********** said sorry. *********** provided us with a number for Home Chef. When I called they said they reactivated our account on file from three years ago when my wife entered our email through Hello Fresh. I objected and pointed out we never gave them permission to keep our account on file or to reactivate it. They said sorry, they would not refund our money. The total amount of charges is $474.35.

  

  Business Response

  Date: 09/10/2024

  Hi there. We apologize for any confusion. Once an order is shipped out it cannot be returned and refunds are ineligible unless the product arrives unusable. It sounds like you are referring to two different companies in your email--I would advise checking with Hello Fresh to be sure an additional account is not open under your name. When your Home Chef account is paused you will not receive further orders or charges. Should you have any questions, you can connect with the Home Chef team at ************.

• Initial Complaint

  Date:08/18/2024

  Type:Customer Service 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.

  Unable to cancel service! Homechef puts your account on pause. Had to remove all credit card information from ****** so that Homechef would not charge my account again. I should have read the reviews from the BBB and ****** before I signed up. Because of their action I was unable to cancel ******. HOMECHEF still had me listed as an autopayment. What a scam. I writing this so others will not experience the run around HOMECHEF gave me. If they cancel my account (not pause), I will resolve the issue. If they dont, I will follow up and write about what I think of their service, where they ship from, who delivers their product, and what I received. (These are another issues). Kroger should have known better than to purchase HOMECHEF, it looks bad for the home company. $200 million sale price, with a **** incentive for profits ($500 milion if goals are met), good luck with that. I DO NOT WANT ANY CONTACT FROM HOMECHEF, Kroger is welcome to call or e-mail for any further information. If you sell my information, or I get phished, I will write to the appropriate law enforcement authorities. Unhappy HOMECHEF CUSTOMER!Make it clear ******************** should not contact me for any reason.

  

  Business Response

  Date: 08/20/2024

  Hi there, we apologize for any confusion. Pausing your account will effectively deactivate any future orders. Should you wish to remove your information from our database, please contact our support team at ***********************************

  Customer Answer

  Date: 08/21/2024

  Full name *************************

  ******************

   

  regarding complaint ******** against HOMECHEF

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22160805
  
  I am rejecting this response because:
  Absolutely not!!!! Im not calling you, JUST CANCEL MY SERVICE ASAP, OR ELSE I WILL FOLLOW WITH A FULL REPORT ON THE BBB SITE. YOU WILL NOT LIKE WHAT I HAVE TO SAY. CANCEL NOW. IM NOT, REPEAT, NOT CALLING YOU, YOU HAVE WASTED ENOUGH OF MY TIME. 
  
  **************

  UNSATISFIED CUSTOMER  

  KROGER AWARE! FOLLOW UP ON BBB SITE FOR KROGER TO FOLLOW

  WHAT DONT YOU UNDERSTAND, HAVE YOU EVEN READ THE OTHER BBB REPORTS? YOUR A UNTRUSTWORTHY COMPANY AND I CAN NOT WAIT TO GET THIS POSTED  

  **************

  

  Business Response

  Date: 08/22/2024

  Hi there, we are unable to cancel an account through this platform. For account assistance, you must reach out directly to our support team at ********************************** or by phone at ************. Thank you.

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 22160805
  
  I am rejecting this response because:
  Please post this message on the BBB site. The company, HOMECHEF will not cancel my account.  They continue to use excuses and have placed my account on pause. They continue to store and use data against my wishes. They have a corrupt business plan, and have been unwilling to cancel my account. I will continue to elaborate, on this website, the BBB, until they cancel. Until next posting. 
  Sincerely,
  
  **************

• Initial Complaint

  Date:08/07/2024

  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've been a member of Home Chef for over two years and spent hundreds of dollars on their meal delivery service. Earlier this Summer they advertised a promotion of free shipping for a month if you purchased 3 meals within 4 or 5 weeks. I purchased the three meals within the 4-week period and have yet to receive my free shipping on any of my orders. I contacted their customer support email address and inquired about my discounts. I was told that since I have a discounted account due to my affiliation with USAA I was not eligible for the discount. When I replied asking for some documentation or a link to their website explaining this exclusion my email was never answered. I've sent two follow up emails asking for a response to my request, but they have all been ignored. I have reviewed their website and App and there are no details on any exclusion for their promotions. I would like a full refund of the shipping I paid for on my last 4 orders and an apology for the time I've wasted seeking a resolution.

  

  Business Response

  Date: 08/09/2024

  Hi there, a majority of our promotions are for new customers only. However, we would be happy to take a further look at your account to view specifics-- please contact our team at ************.

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22106909
  
  I am rejecting this response because: I have attempted to communicate with your customer service multiple times. I have sent several emails detailing my complaint and asked for a resolution. Only one of my emails have been responded to.  I am not going to spend more time calling your customer service department and explaining the entire situation again. 
  
  Sincerely,
  
  *************************