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:07/08/2023

  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.

  Im following their instructions on how to cancel my account with no success. The online help to cancel runs me in circles with no resolution. Ive read the BBB complaints that this seems to be a ongoing issue with them

  

  Business Response

  Date: 07/10/2023

  Hi there, pausing your account will effectively cancel all future shipments and charges. Should you wish to remove your information from our site completely, please reach out to our support team at ********************************** or by phone at ************.

  Customer Answer

  Date: 07/13/2023

   
  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:07/07/2023

  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 was shipped food I did not order. I save my meals in the app and I was shipped different food. My discount for the first 4 shipments was suppose to be 50% off but they didnt give me that offer.

  

  Business Response

  Date: 07/10/2023

  Hi there, we are sorry to hear about this. Our team would be happy to assist further at *********************************** Thanks!

• Initial Complaint

  Date:06/29/2023

  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.

  Complaint Details Same old same old as seen with the other thousand complaints. Very deceptive practices and did not sign up for service to even have to cancel. HelloFresh makes you enter a cc# to even see what they have available to choose from. Never finished my account since I was not impressed by the very limited selection they offered. Yet Ive been billed twice now in the amount of nearly $350. Downloaded appcant do anything with your account there. Logged into my account online and you cant do anything there either. There is no option to cancel. I chatted online with them thru their forum and was ghosted after telling me I didnt have an account. I called twice to be accidentally hung up on both times. Ive emailed twice to cancel and get refund with no response. I emailed another one of their hard to find emails with attachments showing my charges and the inability to cancel. Once again no response. So thought Id mention my experience here first before filing an official complaint with ***** ****************

  

  Business Response

  Date: 06/30/2023

  Hi there, you are currently reviewing Home Chef, which is a separate company from Hello Fresh that is mentioned in your review. Pausing your account with us is an effective form of cancellation and will cancel all future orders and deliveries. Should you wish to remove your information fully from our system, please contact us at ********************************** or by phone at ************. 

  Customer Answer

  Date: 07/05/2023

   
  Complaint: 20255561
  
  I am rejecting this response because:
  
  While I did mistakenly refer to them as Hello Fresh, my uploads and communications have been to home chef. I now have three emails sent to Home Chef with zero response. I have attempted to call them twice and was accidentally disconnected both times. I have screenshots of my incomplete signup which disallow me to utilize their app, yet somehow my account was good to go for them to charge my credit card. They have since charged my cc a third time. I have contacted my cc issuer to stop allowing their charges to be approved since no authorization or consent was given. They are well aware at Home Chef the scam they are running and I recently found out that my complaint to the ********************* was nowhere near the first. Their lackluster response here to reach out to us at the same two places I have for a total of five times now shows their commitment level to problem solve this anomaly of c*** customer service. I expect a full refund for the charges assessed to my cc followed with an email stating they have closed my non-existing account and will not be attempting to charge it in the future. 
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/07/2023

  Hi ****, thank you for responding with this information. We have forwarded your complaint to our support department and a member of our team will be getting back to you shortly. 

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 20255561
  
  I am rejecting this response because: 

  As the companys last response stated that they would have someone contact me shortly and no one has. Imagine that. *** included uploads showing I dont have an account and their math is ridiculous. Ive been charged over $500 in three weeksa far cry from the price stated. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/08/2023

  Hi ****, our records indicate that a member of our team spoke with you and resolved this issue. We are unable to further assist at this time. Please contact our team at ********************************** or by phone at ************ should you have any additional questions.

• Initial Complaint

  Date:06/10/2023

  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 engaged in deceptive marketing of their meal plans. They didn't specify that the discount would not be in effect after a certain time period, which is what they are now saying. My understanding was that, as long as subscribed by the deadline date, I would receive the discount. The discount was for certain percentage off my first three orders, or boxes, as they call it. I received a discount of approximately $34 off of my first order. My subsequent order did not receive the discount. When I called customer service, I was told my discounts were no longer in effect. I was granted a $20 credit, but I really would like to receive the full amount of what the discount would have been, $34. They really need to do a better job of explaining that the discount was only valid for a certain amount of time. I have nothing from them that says I had to order my meals by such a date to get the discount. I asked to receive documentation but the customer service representative was unable to send me anything or point me to an email message where this was defined. Nothing in my online account also says anything about a discount only lasting until a certain time period. Again, my understanding was the discount was good for my first 3 orders (boxes) with no stipulation of when those orders had to be made. I would ask the BBB to examine if this is a good business practice. I am seeking a $14 refund to reflect the discount I should have received.

  

  Business Response

  Date: 06/12/2023

  Hi there, we are sorry to hear that you did not receive your intended discount. Please contact our support team and request to speak with a supervisor for further assistance. We can be reached at ********************************** or by phone at ************.

  Customer Answer

  Date: 06/13/2023

   
  Complaint: 20169947
  
  I am rejecting this response because:

  HomeChef is encouraged to contact me at ************. I have already spent a considerable amount of time discussing my complaint with the initial person I spoke with. I informed them that I wanted to receive a refund consistent with what was promised. i gave this customer service representative every opportunity to provide me with documentation that showed I was not eligible for the discount. She was not able to, yet was only prepared to offer me a portion of what I was entitled to/promised when I first signed up for this service. I said I did not think this was right and asked to have my account cancelled. I am thinking that perhaps she could have gotten a supervisor on the phone with me at that time. 

  If someone wishes to contact me that is acceptable and I will discuss with them. If not, I would thank the BBB for trying to assist but ask that you **** my request and resolution as a valid complaint that was not resolved. 

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

  

  Business Response

  Date: 06/14/2023

  Hi there, thank you for providing that information. We will forward that to our support team and a supervisor will be reaching out shortly.

  Customer Answer

  Date: 06/18/2023

   
  Complaint: 20169947
  
  I am rejecting this response because: at this time, no one has contacted me yet. My goal is not to talk to someone at HelloFresh. My goal is to receive a credit to match the terms of their introductory offer. I an not opposed to talking to someone to get a credit, but you have to understand that I've already spoken to someone at HelloFresh. They said I was credited for the maximum amount. I disagree. And I had to quit to get that credit. Seems kind of silly. My expectation is that HelloFresh would apologize for their misleading offer/pricing, gladly credit me for the change in price, and keep me as a customer. 

   

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

• Initial Complaint

  Date:05/15/2023

  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 checked out home chef site to see the menu. I had to put in my credit card number yo even see menu. I very specifically stated gluten free. They gave me 6 options for that week, 4 included gluten. I immediately paused (because they do not give you the option to cancel) and emailed them to NOT send the food! I was billed anyway and food showed up, 2 gluten free and 1 with gluten. I am now paying for a meal that I cannot eat! They advertise they provide gluten free meal plans. Technically they do have them but when you request gluten free n you only get to choose between 6 meals for the whole week and 4 have gluten... WHY BOTHER!!! I can go to the gas station n get a salad that is safer n cheaper for me to eat!

  

  Business Response

  Date: 05/16/2023

  Hi there! We apologize for any confusion. Our menu is available to view at any time by going to homechef.com/menu. We state on our menu that any meals designed without wheat do not contain gluten, however, our facility is not certified gluten free. You can locate this information on our menu and FAQ page. Please contact our support team at ********************************** should you have any additional questions.

• Initial Complaint

  Date:05/12/2023

  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.

  This has been the worst experience! First- if you don't go in to edit your meals- all they send is chicken. For every meal!!!!! Then- trying to cancel was impossible. There was supposed to be a confirmation e mail sent to me- tried 3 times. I also paused for 2 weeks incase there was a lag time when cancelling. I was then charged for another box that I did not want. It came yesterday. Everything was warm and again- alllllll chicken meals. They refused to refund me for the whole box.

  

  Business Response

  Date: 05/15/2023

  Hi there, we're sorry to hear about your experience. Please contact our support team at ******************************** and we would be happy to help further.

• Initial Complaint

  Date:05/07/2023

  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.

  On Tuesday, May 2nd, I was researching meal delivery services, and went to the Home Chef site. Trying to view the upcoming menus, I was prompted to not only create an account, but to input my credit card number. As soon as I did, there was a scheduled order date (Saturday May 6) and a set of meals. I could already tell where this was going, that this was an obvious scam to claim I had created an order where I hadn't. I went to a tab on Home Chef's page that gives the customer the option to delete their account. I received a reply that per my request my account had been "paused." I immediately wrote an email (attached) to a member of "customer service" stating that I had only created the account to view the menus, and that I did not consent to their collecting/retaining my credit card information, and that I wanted my account deleted. A day or two later I received a response from a "*******" saying she couldn't find my account. On Saturday, May 6 I logged into my banking institution and a $40 charge was pending from Home Chef. On Sunday, May 7 a delivery was at my door that I never consented to. It's a very convenient process for Home Chef: the transaction is pending all of Saturday and Sunday, when someone's banking institution can't help because again, the transaction has not been finalized. On Sunday, they drop a delivery at your door. Conveniently, Home Chef's customer service is closed the entire weekend.I now have to deal with my bank, and a food order I never wanted. This is fraud.

  

  Business Response

  Date: 05/18/2023

  Hi there, we apologize for the confusion. Our menu is available without signing up at homechef.com/menu. As stated during the sign up process, we charge for your first delivery upon sign up as we are a subscription service. In order to cancel this first order, our customer support team must be contacted. Should you wish to speak with an agent, please contact ********************************** or by phone at ************ and we would be happy to help further.

• Initial Complaint

  Date:04/26/2023

  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.

  Once again, after 6 weeks of success - whoever is packing boxes is not including any of the extras - including salads, breads, etc. I do not know if this is a Home Chef issue or a Veho issue. I want it to STOP long term. The credits are not an acceptable response. You need to fire or discipline whoever is not packing the boxes correctly. I will be calling a supervisor tomorrow morning, and will be emailing HQ every single day until this is fixed.

  

  Business Response

  Date: 04/27/2023

  Hi there, we are sorry to hear about the issues in receiving extras in your orders. Our team will be reaching back out to help further shortly. 

• Initial Complaint

  Date:04/21/2023

  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 signed up for this service & after the first received order I skipped the next then suspended my account. I received 3 orders after suspending my account. I reached out to customer service and they are saying my service was reactivated (which I never reactivated it). They gave me a refund of $45.86 out of $178.27 that was deducted from my account while it was suspended.

  

  Business Response

  Date: 04/24/2023

  Hi there, we are sorry to hear about this confusion. Please reach out to our team at ********************************** and request to speak with a supervisor, and we would be happy to help further.

  Customer Answer

  Date: 04/30/2023

   
  Complaint: 19963762
  
  I am rejecting this response because: I called on 4.26.23 & asked for a supervisor as requested & I have not heard back from anyone.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/01/2023

  Hello, thank you for your response. We have flagged this interaction and requested a call back by end of day today. 

• Initial Complaint

  Date:04/04/2023

  Type:Customer Service 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 ordered a food delivery box from HomeFresh on Friday 03/31 and was expected my delivery order to be sent on Sunday per the platform. I waited on Sunday and i never received my box. I reached out to Home Chef **************** on Monday Morning regarding my concern on the delivery and was informed they will refund me for 1 meal in the amount of ***** for the inconvenience. I accept the refund amount and told the representative i will at the end of business day to receive my box and i never received it. I called back letting the representative know of my concerns and the customer rep at the time cut me off, had a very bad attitude, careless and was uninterested in helping me. He decided to apply credits to my account without my authorization and so i requested a refund because HomeChef took upon themselves to make their own decisions regarding my account. It is Tuesday and i still haven't received my box of food and i called again and was told the box is sitting at the facility and was never in transit. I am furious and upset about the service and i feel lied to about the purchase i placed and never received. I was also told that they wouldn't replace the box and refused after i requested for a replacement. ***** is their delivery service and they failed to contact them to see if my box could be placed on a truck for transit. I wanted to file a complaint on this issue and the company for bad customer service and negligence. If I didn't request for a refund my box would still be sitting at the facility and i would have no meals to cook and I requested to speak with a manager and was never transferred to one. I have never experienced, such service and do not recommend ordering from this establishment.

  

  Business Response

  Date: 04/05/2023

  Hi there, we are so sorry to hear about this issue as well as how it was handled by our team. We always file a formal incident report when contacted about a missing or un-delivered box, and can assure you this will be sent to all necessary teams. Should you like to speak with anyone else regarding this, we encourage you to reach out to ********************************** and request to speak with a supervisor. Thank you for your patience!

  Customer Answer

  Date: 04/06/2023

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