Complaints
Customer Complaints Summary
- 120 total complaints in the last 3 years.
- 36 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/27/2024
Type: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.
The way this company operates is a complete and utter scam and they should not be in business! I have ordered from multiple food delivery services before and never have I encountered the robbery that I have from HOME CHEF. I wanted to look at the menu choices offered but in order to do so you need to enter payment information. No plan had been selected so I did so. I was immediately dissatisfied with the menu choices they were offering. Everything sounded unappetizing. I not only paused my subscription (because that is their loophole for recharging customers as canceling is not an option) but I also went the extra step to write customer service, tell them I was paused but wanted to close my account as I would not be ordering from them. Somehow by contacting customer service my account was reactivated without my knowing and now months later I have been charged for meals I never wanted nor selected. The customer service rep specifically told me no meals were selected and I was paused so Im fine yet here we are with a $98.89 fee later. There needs to be a class action law suit against this company for the dishonest way they create orders for themselves.
Business Response
Date: 07/29/2024
Hi there, we are sorry to hear about the issues in operating your account. As stated upon signup, you are charged for your first order when you enter payment and click "Sign up and select meals." Should you wish to view the menu without signing up, you can always head to homechef.com/menu. Pausing your account will deactivate any future shipments unless the account is manually reactivated. Should you have additional questions, you can reach our support team at ********************************** or by phone at ************ so we can properly assist further.Initial Complaint
Date:07/05/2024
Type: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 was trying to find out about the menus and wanted to see if they would fit our diet needs that we both would like. To view the menus you must put in your payment info. After viewing I realized that it would not be a good fit. Within less than 5 minutes I wanted to cancel. I never submitted an order. I could only pause the account which I thought was sufficient. But I was charged $69 and told my box was shipped. This should not be allowed. They should let future clients view menus before putting in payment info. And if they do they should not charge you and continue without the shopper making a final submission that they want to continue, I know these businesses are legit and many people use them but the initial sign up is kind of a scam.Business Response
Date: 07/11/2024
Hi there--we apologize for any confusion in accessing our menus. Our menus are available free of charge at any time, at homechef.com/menu. Should you have any questions regarding an unwanted order, please contact our support team at ***********************************Initial Complaint
Date:07/01/2024
Type: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 5/21 a manager at Home Chef CLOSED my account. I went online to check the account and I was able to re open it but paused a few weeks and had exchanged requests to get a phone call from a manager. I did not expect to receive an order because my account was reportedly closed (not paused) by a manger so when a package came today 7/1 I was confused again. I cannot seem to get a manager on the line and am extremely frustrated.Business Response
Date: 07/11/2024
Thank you for contacting us. Please reach out to our team at ************ and request to speak with a manager so we can take a further look.Initial Complaint
Date:06/28/2024
Type: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 would like to cancel my account however they are refusing to do so. I do not want my subscription paused. I do not want my information stored in their system.Business Response
Date: 07/15/2024
Hi there, pausing your account will effectively deactivate any future shipments. If you would like to have your information removed from our system, please contact our team at ************.Initial Complaint
Date:05/10/2024
Type: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 subscription permanentlyBusiness Response
Date: 05/13/2024
Hi there! Please contact our support team at ********************************** or by phone at ************ for assistance in cancelling your account.Initial Complaint
Date:05/06/2024
Type: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 Home Chef deliveries are consistently wrong. This week the protein was correct, but one of the ingredients bags was wrong (we order 8 servings) and the recipe card didnt go with either of them. When I have submitted a request for help for similar issues in the past, *** never received a response or refund/credit. Something is up with this company. It will be interesting to see if I get any response to todays customer service complaint.Business Response
Date: 05/23/2024
Hi there, you can reach our support team by phone at ************ or by email at *********************************** Please check your Spam folder to ensure replies are not being automatically re-routed!Initial Complaint
Date:05/06/2024
Type: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 have tried to cancel my subscription with this company many time only for them to charge my card again. Their website does not give a phone number to call, just an email. By time I see the charge on my account on Friday they say it's to late to cancel. Which in rights I tried to cancel the month before. This company has poor customer service and I don't want this to happen to another customer. This company sends food to your door. The rep from the company refunded 1/2 my money and said it's a courtesy even though I will still receive the box. I will not receive said box as I moved to ******** and the box is being sent to my old address in **********.Business Response
Date: 05/08/2024
Hi there, we are sorry to hear about the trouble cancelling your account. You can deactivate your account at any time by heading to My Account, Pause My Account. You can also reach our team by phone at ************ and we would be happy to help.Initial Complaint
Date:04/29/2024
Type: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.
Missing items lasagna soup, chicken pot pie, cheese pretzel, shrimpsBusiness Response
Date: 05/01/2024
Hi there! We are so sorry to hear about the missing items in your order. Our support team would be happy to help with this--please contact them at ********************************** for more help.Initial Complaint
Date:04/27/2024
Type: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 was thinking about getting home meal kits. I was trying to find out about the menus and wanted to see if they would fit our diet needs that we both would like. To view the menus you must put in your payment info. After viewing I realized that it would not be a good fit. Within less than 5 minutes I wanted to cancel. I never submitted an order. I could only pause the account which I thought was sufficient. But I was charged $69 and told my box was shipped. This should not be allowed. They should let future clients view menus before putting in payment info. And if they do they should not charge you and continue without the shopper making a final submission that they want to continue, I know these businesses are legit and many people use them but the initial sign up is kind of a scam.Business Response
Date: 04/29/2024
Hi there, thank you for this feedback. We apologize for any confusion--to view our menu at any time you can head to homechef.com/menu. As stated during the sign up process, since we are an automatic subscription service, we charge for the first box when you enter payment and click "sign up and select meals." Should you have any additional questions, please contact our support team at ********************************** and we'd be happy to help further.Initial Complaint
Date:04/22/2024
Type: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.
you have to purchase the service in order to look at the menu which is dishonest. they charged me and i immediately canceled and wont refund all my moneyBusiness Response
Date: 04/23/2024
Hi there! We apologize for any confusion. You can access our menu without purchase at homechef.com/menu. As stated in the sign up process, once you enter payment info & complete sign up for the service, you are charged for your first delivery.Customer Answer
Date: 04/24/2024
Complaint: 21607438
I am rejecting this response because:
Sincerely,
*****************************
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