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:10/02/2023

  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.

  Home Chef sent me more meals than requested. Did not provide customer service to change this issue. When we made the meals my husband got sick, nausea, stomach cramps and caused a lack of appetite. The wont let me cancel the subscription. They tell me it is but when I sign online it says Ill receive a shipment in 2 weeks because I did not actively skip it. I want out of the subscrption.

  

  Business Response

  Date: 10/04/2023

  Hi there, we are sorry to hear about this incident. Please contact our support team at ********************************** or by phone at ************ so we can assist further. Thank you.

• Initial Complaint

  Date:09/27/2023

  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.

  I signed up for homechef 2 or 3 weeks ago. My ordered never arrived, despite them marking it as delivered. I called 4 times alone this morning and each time the line is mysteriously disconnected. The person that I reached did say that the order was delayed before the line mysteriously disconnected. I want ALL of my money back.

  Customer Answer

  Date: 10/02/2023

   
  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. I filed a dispute with my payment source and was able to get my refund, so please close the case.
  
  Sincerely,
  
  Mayo Az

• Initial Complaint

  Date:09/25/2023

  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.

  I hope this message finds you well. I am writing to formally address a concern I have encountered with the business "Home Chef" in relation to a Groupon voucher that I purchased.The Groupon deal, as advertised, was clear in its intention: upon redeeming the voucher, I was to be charged only $21.98, which covers the shipping cost for two weeks. However, when attempting to redeem my Groupon voucher with Home Chef, I was told that in order to honor the voucher, I would need to pay an additional amount, totaling up to $107.This is misleading and seemingly intentional on the part of Home Chef. The original Groupon deal did not stipulate or hint at any such additional cost. As a consumer, I feel deceived and misinformed. The very essence of purchasing through platforms like Groupon is to avail discounts and special offers; however, in this instance, the promotion appears to be a guise to attract customers, without fully delivering on the promised offer.I understand that mistakes and miscommunications can happen; however, considering the reputation and stature of both Groupon and Home Chef, I am surprised and disappointed. I would appreciate the Better Business Bureau's intervention in this matter to ensure that the offer is honored as originally intended, and to prevent such misleading practices from affecting other unsuspecting consumers in the future.Please let me know of any further information or documentation you may require to facilitate the resolution process. I genuinely hope that with your assistance, a fair and just resolution can be reached.Thank you for your attention to this matter.I paid Groupon $73.20 of which I am requesting a refund of $36.60 as I was only able to honor half of what was promised from the initial groupon and intentionally misleading.

  

  Business Response

  Date: 09/26/2023

  Hi there, we are sorry to hear about this. We would be happy to take a further look and help out. Please contact our Customer Support team at ********************************** or by phone at ************ so we can help further. Thank you!

  Customer Answer

  Date: 10/04/2023

   
  Complaint: 20652308
  
  I am rejecting this response because: I have already tried to rectify the situation with customer support and they've offered 0 support and simply stated what is already presented in their misleading Groupon offer of which does not use the platform as it's intended. To further the situation, I have asked for my account to be deleted multiple times and to delete my data as that's my right to which has required many emails as of course they want to keep my data in hopes I sign up at a later date. Overall I believe Home Chef to be incredibly unethical in their business practices.
  
  Sincerely,
  
  *****

  

  Business Response

  Date: 10/09/2023

  Hi there, we apologize for any miscommunication. For any Groupon orders, please contact Groupon directly for a refund. We would be happy to assist in any account deletion--please contact our team at ********************************** as we are unable to remove accounts from this platform. Thank you.

• Initial Complaint

  Date:09/24/2023

  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.

  Received a meal kit in the second box that was missing all meat items. I have been a customer for 2 weeks and each week I have missed items in my box. Company has poor packing quality and not responsive to request to cancel subsription.

  

  Business Response

  Date: 09/26/2023

  Hi there, we are so sorry to hear about this! Our team would be happy to take a look and help further--please reach out to Customer Support at ********************************** or by phone at ************. Thanks!

• Initial Complaint

  Date:09/16/2023

  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.

  There is an ongoing quality issue with this company. I am constantly receiving orders that do not contain all the ingredients to properly make the meal, no recipe cards, spoiled produce. I received a shipment several weeks ago that contained meal kits but no proteins. I am constantly having to contact Home Chef about these issues, I receive a credit, but the issues are not resolved and keep occurring. I have paused my subscription as there is no option to cancel.

  

  Business Response

  Date: 09/18/2023

  Hi there, thank you for sending this feedback. We apologize for the continued issues with the service. Pausing your account is an effective deactivation and you will not receive future orders unless you manually reactivate the account. Please contact us at ********************************** and we would be happy to assist further.

• Initial Complaint

  Date:09/13/2023

  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.

  The business auto-renews for an additional 6 months at a time. If you contact them immediately after the auto-renewal is charged, they insist on keeping the money and sending you 6 more months of boxes.

  

  Business Response

  Date: 09/18/2023

  Hi there, thank you for reaching out. You are able to deactivate your subscription at any time by clicking the "Pause My Account" button in your Account Settings. Your subscription will not automatically auto-renew unless an auto-renew date is manually set. Please contact our team at ********************************** and we would be happy to help further with this.

• Initial Complaint

  Date:09/12/2023

  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 order to see the available menu, this company requires a credit card. I had no problem with that. However, there were absolutely no meals provided that I would use. Then I discovered that there is no way to cancel and there is no way to take out your credit card information. They just allow you to "Pause". So I paused. Next thing I know, I have a charge on my credit card and an e-mail that these totally disgusting meals are on the way. I demanded that my account be "Cancelled", not paused. I received an e-mail that my account had been cancelled, but there is nothing on the page showing that my account is cancelled and I am convinced that they will do the same thing again. I have been charged and am getting meals that I am going to throw away because it is food I cannot eat. This company is a total scam and I want it on record that I have cancelled any account that they think I have.

  

  Business Response

  Date: 09/18/2023

  Hi there, please contact our support team at ********************************** and request account cancellation. Thank you!

• Initial Complaint

  Date:09/09/2023

  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 paused my account until September 29, but Home Chef still processed $500 worth of orders without my knowledge. They said someone was unskipping the orders on my account. When an account is paused and it says so in RED AT THE TOP OF YOUR ACCOUNT, that means I SHOULD NOT GET ANY ORDERS, EVEN IF THEY ARE UNSKIPPED. It's very misleading! I will be looking further into getting my money back. In the meantime, I will access all their social media and warn others about their shady practices.

  

  Business Response

  Date: 09/11/2023

  Hi there, we apologize for any confusion. When an account is paused, orders can still be manually requested by clicking the "un-skip this order" button in your account. Our team does not have access to individual accounts to perform this action. Please contact our support team and we would be happy to help further.

• Initial Complaint

  Date:09/06/2023

  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.

  Date of Transaction: 9/2/23 Amount I paid: $40.96 What the business committed to provide you: An opportunity to cancel if I cancelled before 5:00 a.m. on 9/2. Nature of Dispute: I cancelled before their 5:00 a.m. deadline, but they did not honor their cancellation policy and debited my checking account $40.96 and scheduled a meal delivery anyway. When I called and talked to **** today, he said he could not refund me the full amount, but that most of it would be refunded and I would still end up paying $5 or $6. I said I needed to speak with a manager. He put me on hold and when he came back to the phone call, he said his manager approved a full refund. He said it would take a few days to get the refund, but in the mean time I would get an email confirmation. I didn't receive any email confirmation. I understand a refund can take a few business days to go through, (although the charge went through at lightning speed). But the confirmation email should have come right away. I don't trust them.

  

  Business Response

  Date: 09/07/2023

  Hi there, we are sorry to hear about the inconvenience. Please allow **** business days for refunds to be processed through your bank. Should you have any questions on the refund timeline, we encourage you to reach out to your banking institution.

  Customer Answer

  Date: 09/14/2023

   
  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. I did receive the full refund amount. 

  
  Miraculously, after not communicating with me at all, Home Chef responded to me via my complaint with you, the BBB.  Thank goodness the Better Business Bureau exists! 

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

• Initial Complaint

  Date:09/05/2023

  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.

  Was charged for a delivery of 6 meals that I never received. The delivery service did not deliver the package to my door, and instead delivered it to a common area, where it disappeared before I could collect it. Have not received a refund for the $70.93 I was charged for the food I never received. The agent I spoke to when complaining about the issue with the company was snarky and wasnt compassionate about my situation at all.

  

  Business Response

  Date: 09/06/2023

  Hi there, we are sorry to hear about this inconvenience. Please allow **** business days for your bank to process your refund. Should you have any questions on processing time, please reach out to your banking institution. Thank you.

  Customer Answer

  Date: 09/12/2023

   
  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,
  
  *************************************