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:04/27/2024

  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 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: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.

  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 money

  

  Business 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,
  
  *****************************

• Initial Complaint

  Date:04/19/2024

  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.

  Home Chef contacted me today about an order that I did not place. I do not want their service and have no intent of paying for services not requested. Their communication appeared today, fishing for a credit card number.

  

  Business Response

  Date: 04/22/2024

  Hi there, please contact our support team at ********************************** and we would be happy to help further.

• Initial Complaint

  Date:03/18/2024

  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.

  somehow I have an account on ********************** that I did not create (not sure it took info automatically from my computer) never received any notifications that I had an account or placed an order. Then my bank account goes negative because they charged my account when I never authorized this . I cancelled my account but now am out $180 . I've sent several emails no responses.

  

  Business Response

  Date: 03/19/2024

  Hi there, please contact us at ************ so we can take a further look into this. Thank you!

• Initial Complaint

  Date:03/06/2024

  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 have been a long term customer with **********************, ordering weekly meals for over a year. Now everytime I receive a shipment it is damaged, missing ingredients, or multiple meals altogether!! They offer refunds, but I order these meals as a convenience for My family and I, but it becomes an inconvenience when I dont receive what I ordered . Can they guarantee my meals are all there, and in good condition with packaging??

  

  Business Response

  Date: 03/07/2024

  Hi there, we are sorry to hear you have been receiving incomplete or damaged packages recently. We will be sure to let our production team know. If you have any additional issues arise, please contact **********************************. 

• Initial Complaint

  Date:03/04/2024

  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 was a member of until 8 months ago My husband and I turned vegetarian.We received 2 boxes on our porch and I called to have them picked up but no return call. I donated it to a Church.They charged me $178.73 I contacted my bank and they reversed the money but then charged me again.I've called 4 times today and talked with 1 person who hung up on me.Kind regards,***************************

  

  Business Response

  Date: 03/05/2024

  Hi there, thank you for letting us know about this. A member of our team should be getting back with you within the next 24 hours. Feel free to send an email to our team in the meantime, at *********************************

• Initial Complaint

  Date:02/28/2024

  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 love the food of Home Chef. But starting last March, a year ago, there were mistakes. Ingredients missing. But my main issue is they dont send the instruction recipe cards. And for the past few months it has been happening just about weekly. It happened again today. (************ from **************** emailed me telling me maybe I should take a break from Home Chef. I was also sent instructions how to cancel my Home Chef subscription). All I want is for them to send me the recipe cards showing me how to cook this food. I guess I have to quit Home Chef because I t seems they dont want me as a customer anymore? I was also told by ************ that they are not required to send me instruction sheets. But, I cant cook. They always tell me to go to the instruction sheet on the internet. I keep repeating myself. 1. I dont want my phone close to where I cook. I dont want meat juices, or stove heat close to my phone. 2. The recipe print is too small to read easily. 3. The phone keeps turning off all of the time, as I cook and struggle to deal with this. 4. I dont have a printer. I am dependent on these hard copy instruction sheets. I dont understand why in the past they were able to put the direction sheets in the box every week. And now they are not able to do that? Ps: ************ Just emailed me now, and told me to pause my account because of they not being able to provide recipe instruction sheets.).

  

  Business Response

  Date: 03/01/2024

  Hi there, we apologize for any frustration the recipe cards have caused. The physical cards are a courtesy and not included in your weekly subscription as we do have all recipes and cards available online. We encourage you to utilize our menu pages and the Cookbook feature in your account should you not receive any physical cards. 

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 21361071
  
  I am rejecting this response because:

  One of the selling points of these food businesses is that they have full color, step-by-step, instruction sheets included with the box of food.  All of a sudden now, they change it so that it is a courtesy? And they now send people who do not know how to cook, food, without including these full color instruction sheets that show you how to cook the food? In all of their advertising, they showcase, these color recipes sheets. I have been with Home Chef for over 10 years, and until a few months ago, I always received the instruction sheets.  Then it became worse, and now it is a rare week when they actually include them. Again, I mentioned before.  1. I do not have a computer printer, so I cannot print them off of the website. 2. I have an apple cell phone.  It turns off every 8 seconds unless I am using it.  So as I do a step, with meat juice on my fingers, I have to keep logging into the phone, then I have to go to the website again.  Meanwhile as I am doing this, my mind is not on what is cooking on the stove. Then I cant read the small text on the phone, I get meat juice on the phone as I try to make it bigger to see.  Then I have to stir the pot and when I come back to the phone, it has turned itself off again.  And my phone is a mess from my fingers in the food.  When I have the instruction sheet, I hold it in my hand, and I keep glancing at it, and I do what it says step by step.  No problems at all.  I dont understand why they just cant include the instruction sheets like they have been doing the precious 9 years? And the way they advertised their service when I started it.  I used to tell everyone about how great Home Chef.  But no more.  Wow!  Every time I have to use my phone to look at those recipes on their website, it is a nightmare.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/03/2024

  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.

  It was impossible to cancel my subscription so I skipped meals for months. Well, my subscription started up again. They picked meals I would NEVER eat and charged me ***** for 3 meals for 2 people; an increase of $25.98!!! They picked more expensive premiere meals. I don't want my meals and I want to CANCEL!!

  

  Business Response

  Date: 02/05/2024

  Hi there, we are sorry to hear you've had trouble cancelling. In order to stop automatic orders, you will need to click the "Pause Subscription" button in the Account Settings tab. Please contact our support team at ********************************** and we would be happy to assist further.

• Initial Complaint

  Date:02/01/2024

  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.

  On Jan. 19, ****, I placed an order with Home Chef for a few meal kits and ready made items. One of the items I ordered was white cheddar ************* When the items arrived on Jan. 24, I saw they had sent me Smoked Gouda ************* I went back to their site and compared photos to what I received, I clearly got the wrong item. I reached out to the company to explain the issue and seek a refund: the item described and the item received were a mismatch. Despite 5 back and forth emails - with photos - this is still unresolved. I am seeking a full refund and believe their website needs to correct its false advertising.

  

  Business Response

  Date: 02/05/2024

  Hi there, we apologize for any confusion. Please contact our support team at ************ and a manager would be happy to assist further.

  Customer Answer

  Date: 02/09/2024

   
  Better Business Bureau:
  
  After additional attempts on my part to reach out to Home Chef, they finally responded.  They issued me a refund, which is what I was seeking.  
  I am satisfied with the businesss response to complaint ID ********,

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

• Initial Complaint

  Date:01/26/2024

  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 was charged for and received a home delivery meal kit that I did not purchase or request in any way. I contacted Home Chef directly and they would issue a full refund.

  

  Business Response

  Date: 01/30/2024

  Hi there, we are sorry for any confusion--once entering payment and going through the sign-up funnel, you are signed up for the subscription. We would be happy to help cancel your account and help further, please contact us at ***********************************

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21206379
  
  I am rejecting this response because:
  
  I ordered one box of food in 2021. After that box I cancelled my subscription.  I received no other boxes of food until this one showed up. The snapshot of my account is attached.  
  

  I notice that my account now says paused.  When I spoke to the representative on the phone after we received the unwanted delivery, I was under the impression that my account was closed, not paused.  
  

  We did not order this food.   We did not go on the site prior to this delivery since 2021.  We are now a family of 2, why would I order food for 4?  
  

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

  

  Business Response

  Date: 02/05/2024

  Pausing your account successfully cancels any further orders unless you are to manually go into the account and request a delivery or un-pause the account. Should you have any additional questions, we are happy to help at ***********************************

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 21206379
  
  I am rejecting this response.   
  

  I reached out to the email provided prior to this latest message.   During this email exchanged, it was exactly the same as my previous experience.   I was continued to be told that I reactivated my account when I absolutely did not.  I was given 50% of my money back.  However this continues to not be acceptable to me as I did not ask for the product to be delivered 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 02/07/2024

  Hi there, we apologize for any inconvenience. When an account is reactivated, whether accidental or not, as we are a subscription service the product will be automatically sent out. Our terms and conditions state any unwanted yet ordered delivery is eligible for a 50% refund. We are unable to assist further if your 50% refund has already been processed. Please contact our team should you have any additional questions.

  Customer Answer

  Date: 02/10/2024

   
  Complaint: 21206379
  
  I am rejecting this response because:
  
  

  It was your system that sent the unwanted order, not an accident on my part.   
  

  I reached back out to your customer service as per our exchange on here.   A 50% refund was processed without me saying yes, that was fine.   Because my expectation is 100% refund.  
  

  if you were able to give me 50%, you certainly are able to process the remainder of the balance.  
  

  50% is unacceptable. 
  Sincerely,
  
  *******************