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:08/29/2023

  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.

  Received an email saying 21 Free Meals for AAA members. After attempting to go on the site by clicking the link in the email, to order the offer, found that the discount did not apply. I contacted support and was given various instances of contradictory information between the bot and 2 different human agents, eventually to be told that there are no offer details available and that the offer is not for 21 free meals but rather only discounts on a larger number of meals. This is just a tactic to deceitfully bait customers into spending money for a membership. Although, there were several apologies, there were no attempts to rectify the false advertising or to honor the deal as stated.

  

  Business Response

  Date: 08/30/2023

  Hi there. We apologize for any confusion. Our free meals offer is valid for the cost of the advertised meals. This will apply as a percentage discount off of your first few orders. This is outlined in the Terms and Conditions for all offers. Please contact our team should you have any additional questions.

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20537505
  
  I am rejecting this response because: You responded that it's outlined in the Terms and Conditions, but did not provide the terms and conditions or a link to them. This is frustrating. If I ****** Home chef terms and conditions it takes me to a page where there are no terms and conditions. That is not a good experience. Where are they?
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/06/2023

  Hello, please contact our support team for further assistance with this request. Thank you.

• Initial Complaint

  Date:08/22/2023

  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.

  I am trying to cancel my subscription. That is no easy task and just to be short and to the point, it should be as easy or even easier to cancel a subscription as it is to subscribe . But, it's not. The only thing that I have been able to do is stop orders each week. I followed the online instructions to cancel, but there is no option to cancel, only to pause delivery. I feel this is intentional on their behalf, only being able to pause an order for weeks or even months, with the hope that the consumer forgets and ends up with another recurring order. Not my kind of company, all I want is to cancel my subscription.

  

  Business Response

  Date: 09/07/2023

  Hi there. We are unable to cancel a Home Chef account through the ******************** platform. Please contact our support team at ********************************** or ************ for assistance with account cancellation.

  Customer Answer

  Date: 09/11/2023

   
  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 would like to add one caveat.  I called the home chef number to make sure that my account is cancelled and was told that it was cancelled. However, I asked him why I could still log on to my account. The person informed me that despite being able to log on to my account  the account is closed and all payment information is deleted.  So just to note, I am satisfied with their action, but I will save this statement for reference  if 6 months down the road I get a surprise bill from them. I honestly do not think it will happen, but you never know. Thanks you very much for your help with this matter your service is greatly appreciated! 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/16/2023

  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.

  I was charged $70.93 for an unexpected order. I'm familiar with subscription food services and use them every so often. I've even used Home Chef in the past, but Home Chef was particularly shady. This week I only realized a shipment was on it's way after I happened to check my recent credit card charges. Instead of sending a clear email indicating an order was upcoming, they purposely sent a vague TRANSACTIONAL email that has the SAME EXACT subject line as their MARKETING emails. In fact, they never even sent a confirmation once charged, probably in hopes that I wouldn't notice the credit card item until the order was already shipped and could not be cancelled.7/31: Subject Line: "This week's menu just went live! Time to pick your plates"In the email: "You *don't* have a delivery scheduled for next week. Dinner won't be the same without you. Change of plans? You have until Friday at noon CT to place your order for next week."8/7: Subject Line: "This week's menu just went live! Time to pick your plates"In the email: "Next week's delivery will arrive on Friday, August 18. You have until Friday at noon CT to make changes to your order."They've lost a customer forever. Never will I purchase anything from them again. I've already gone ahead and paused my account. I will ask them to deactivate once this issue is resolved.

  

  Business Response

  Date: 08/17/2023

  Hi there, we are sorry to hear about this. Please contact our support team at ********************************** or by phone at ************ for assistance with this.

  Customer Answer

  Date: 08/18/2023

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

• Initial Complaint

  Date:08/08/2023

  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 have ordered from Home Chef probably for 4 years now and have had problems here and there ( missing items, rotten produce) which they always made good on . But its too consistent now. Almost every order has rotten produce that cant be used. I spend about $500 a month and when I called to cancel my subscription and tell them why they just said ok thank you Well I hope people read this and maybe look into a different meal delivery ??

  

  Business Response

  Date: 08/09/2023

  Hi there, thank you for reporting these issues. We can assure you any reported consistent issues are logged in our system and handled by the appropriate teams! Should you have any additional questions, please reach out to our support staff at ***********************************

• Initial Complaint

  Date:08/04/2023

  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 looked at the menu and did not place an order and in fact I tried to pause it so I would not get order and not be charged and yet again I have been charge for something that I did not want. How can this company continue to do this to people. I want a refund for the purchase I did not make. This company only cares about money and not the customer. I know I cannot stop the order as I had this happen once before.

  

  Business Response

  Date: 08/08/2023

  Hello, we apologize for the confusion with our service. Please contact our support team at ********************************** or by phone at ************ and we would be happy to help come to a resolution for you.

• Initial Complaint

  Date:08/01/2023

  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 cancelled my account on June 24th, I didnt receive another package as expected until 8/1. I spoke to the chat support and they closed the chat in the middle of trying to resolve the issue. Had to call the company and they only gave a partial refund.

  

  Business Response

  Date: 08/02/2023

  Hi there, we apologize for the inconvenience. According to our system, this account was manually reactivated to receive a shipment the week of 8/1. We are unable to offer a full refund for any item that was ordered and properly received. The partial refund from our team should process in 4-8 business days. Thank you.

• Initial Complaint

  Date:08/01/2023

  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.

  The company sent out an email on July 30, 2023 to all customers containing other customers personal information attached. This company compromised my information as well as hundreds of other customers. Attached is a 46 page email FROM HOME CHEF with customers personal information.

  

  Business Response

  Date: 08/02/2023

  We apologize for this matter. Please know that we take protecting all customer information seriously and have addressed the area where this occurred. Your account information is not compromised and no additional information was disseminated. We apologize for any inconvenience. If you have any questions or concerns, please do not hesitate to contact us at ************.

  Customer Answer

  Date: 08/04/2023

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

• Initial Complaint

  Date:07/29/2023

  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.

  At one time I purchased meals from Home Chef but I attempted to cancel my subscription to their service several months ago. On Wednesday they randomly delivered another meal. I am told by their customer service representative that "you cannot cancel your subscription but you can put it on hold". This is not acceptable. I should be able to cancel my subscription and end my financial relationship with this company. They are holding customers hostage. I cannot be forced into relationship with any seller in my opinion. This is illegal and financial blackmail. On top of my personal frustration is the $60+ they charged for something I did not order. This company create mental and emotional stress for customers. I now live in fear they will randomly reinstate my account again and send me food I did not order, charge me for that food and continue to tell me I cannot end my relationship with the company. This has to be illegal. They need to be stopped from these unethical practices. I want them to close my account and refund my money.

  

  Business Response

  Date: 07/31/2023

  Hi there, we are sorry to hear about this delivery. Please contact our team at ************ and we would be happy to remove your information from our system to prevent any future accidental reactivations.

  Customer Answer

  Date: 08/02/2023

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

• Initial Complaint

  Date:07/25/2023

  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 disabled my account four months ago. All of sudden I was charged $57 for a box I did not order.

  

  Business Response

  Date: 07/25/2023

  Hi there, we would be happy to take a look at your account. Please contact our team at ********************************** or by phone at ************ for further assistance.

• Initial Complaint

  Date:07/24/2023

  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.

  I sent a request to cancel my Home Chef and delete my account on 7/15. ********************** sent me a verification link to confirm account deletion. I clicked the link. It only took me back to my account on their website but it said nothing about confirming deletion. I was unable to speak with anyone on their phone line. On 7/21 I was charged for another meal delivery. I would like to have my money refunded for the meal I didnt request, and I want my account deleted as I did request.

  

  Business Response

  Date: 07/25/2023

  Hi there, we are sorry to hear about this. Please contact our support team at ********************************** or by phone at ************ and we would be happy to assist further.