Complaints

This profile includes complaints for Frey's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Frey

  null Annapolis, MD 21403

• 

  Frey

  16192 Coastal Highway Lewes, DE 19958

• 

  Frey

  16192 Coastal Hwy Lewes, DE 19958

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:12/19/2022

  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.

  I first learned about **** when I was offered a free sample pack via a Facebook AD to try their detergents. They were offering them for free, only pay shipping. I placed my order on December 02, 2022. I received my samples on December 15, 2022 and have been testing them out.
  Today on December 19, 2022 I found a $60.00 pending charge from **** on my card. Confused I went to my email and found that **** was claiming I placed an order. I did not. There is nowhere in the email or checkout process that states this is a subscription service. This email for this new order does not state that this is a subscription. I am appalled at this companies' practices. I have now had to cancel my only debit card due to this.
  Another problem with **** is that they are impossible to get ahold of. They do not have a traditional customer service line. They expect you to connect with them via text message or Facebook messenger. Where they blatantly ignore your messages.
  Even if **** tries to say this is a subscription, it is not clear enough for their consumer. Other companies such as Fabletics, for example have a very clear subscription structure. The consumer understands that by signing up you are agreeing to a subscription service. This is not the case with ****. Never in my life have I had a company charge my card for an order I did not place nor any subscription I did not sign up for; if that is what they were trying to call this. I have had my card since I was 16 and have everything hooked up to it and now it is canceled because of this company. Their company structure is extremely flawed and I would give a huge buyers. Beware to anyone considering purchasing from ****.

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/12/21) */
  Hi *********,
  
  Thanks for reaching out to us.
  
  I'm very sorry if there was any misunderstanding here. I can guarantee you our subscription program is clearly explained throughout the entire checkout process, and we are not charging our customers without their consent. When purchasing the samples, you had to agree to our terms and conditions where we provided the information about the subscription and also our return policy.
  
  The subscription is also not mandatory, you can cancel at any time by logging in to your Frey account and removing all the items on the subscription. You can do this even before receiving the samples.
  
  We also send an account activation link right after purchasing the samples for you to manage your account directly.
  
  We are very sorry because we do not have a phone line at the moment, but you can send an email, or a text message and we'll be happy to take care of your concern.
  
  Your subscription has been canceled and the recent order canceled and refunded as well. We also removed your payment information on file.
  
  I hope we were able to clear this out with you. If you need help with anything else, just let us know.
  
  Thank you.
  
  Kindly,
  The FREY Team

• Initial Complaint

  Date:11/27/2022

  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 have been charged 99.55 twice (once in July, once on Nov 11) for a subscription I didn't sign up for. I never received the product, I have emailed several times and never receive a response. I would like my subscription cancelled and my money refunded please.
  
  Thank you.
  

  Business Response

  Date: 12/22/2022

  Business Response /* (1000, 5, 2022/11/30) */
  Hi Ashleigh,
  
  Thanks for reaching out to us.
  
  I'm unable to locate an account/order using the email address provided. May I also know the email address that you used to reach out to us?
  
  Please send your inquiry to *****@****.support and we'll be happy to assist you.
  
  Thank you.
  
  Kindly,
  The FREY Team

• Initial Complaint

  Date:10/19/2022

  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.

  Signed up for a subscription to **** to purchase laundry detergent on a recurring cycle with the option to delay and opt out at any time. I had growing dissatisfaction with the company over the last 18 months as they not only changed the date to opt out from the 15th to the 1st, which resulted in an unneeded order, but most recently, they debited my card on July 1 for the items in my subscription. I received an email with the order number on 7/26. However, after nearly two months, I never received a shipping address. I inquired on 8/26 and they tell me it's related to a shortage of our Liquid Detergent and are out of stock. I have the option to take alternate products that I don't. On 9/6 my existing order is split into two new order numbers (****XXXXXX and ****XXXXXX) with a statement that I'll receive shipping confirmation shortly. Nothing. I receive another message on 9/29 stating "...again that our Cedarwood Detergents (along with the fragrance boosters) have also become out of stock...once the new batch arrives, I'll personally make sure this ships out the soonest possible time." As of today, 10/18, I have not received any part of my order. At this point, I'd like the cost of $45.65 refunded to me. I have also cancelled my subscription.

  Business Response

  Date: 10/25/2022

  Business Response /* (1000, 5, 2022/10/23) */
  Hello Jennifer,
  
  I hope you're doing well. First of all, we are very sorry for the delays with your order. I know you've been waiting for the products long enough and we want to thank you for your continued support and understanding.
  
  We run out of stock of Detergents and Fragrance Boosters before we can ship your order. We are still experiencing delays even after splitting your order but rest assured our warehouse is working double-time to ship all pending orders out including yours.
  
  We appreciate you giving us your continued support and understanding, and we are very sorry as we're unable to fulfill your order on time.
  
  I've gone ahead and canceled these orders and issued your full refund. Kindly allow 5 to 10 business days for the funds to show on your bank statement.
  
  I know this whole experience has been very frustrating and I'm really sorry for the inconvenience we have caused you. We want you to know that we have been working tirelessly to meet the demands of our products and give you a better and smoother experience in the future.
  
  Thank you.
  
  
  Best,
  The FREY Team
  
  
  Consumer Response /* (2000, 7, 2022/10/24) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Received the refund on 10/24.

• Initial Complaint

  Date:10/11/2022

  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.

  Frey persists in two questionable practices. 1. Once you are subscribed to their automatic shipments, it is confusing and arduous to cancel. Unlike other businesses, you cannot just cancel/unsubscribe from your account website. They tell you to email or text them and then you get into a multi-layered conversation with an anonymous source that ignores the cancellation request and keeps trying to retain the subscription with offers and sweet words. Meanwhile the subscription remains. They make it confusing on purpose and the charges continue. Frey is distinguished in this category for making cancellations difficult. Believe me. It is their system and they blame customers for not reading the fine print or something. It is shady. 2. They charge your card even before they have shipped the items. I was charged for a shipment 6 weeks before they even got their supplies in stock. This is exceptionally unusual business practice. I am sure their accountant loves booking the revenue before Frey has even had to pay for their inventory. They seem proud of this practice. NO ONE SHOULD DO BUSINESS WITH THEM. READ THE OTHER COMPLAINTS HERE THEY ARE TRUE!! Also, in order to get my money back for the shipment they sent me months after I cancelled, I had to pay over $20 in return shipping fees. I would like to get that shipping money back, but this outfit cares so much more about money than doing the right thing I know it will never happen. I think maybe the customer service is offshore and they use those deceptive flowery scripts to mimic people who care.

  Business Response

  Date: 10/15/2022

  Business Response /* (1000, 5, 2022/10/15) */
  Hello Jeannie,
  
  
  I'm very sorry if there was any misunderstanding here. I can guarantee you our subscription program is clearly explained throughout the entire checkout process, and we are not charging any customers without their consent. When purchasing the samples, you had to agree to our terms and conditions where we provided the information about the subscription and also to our return policy.
  
  In our return policy, we explained that all return fees must be covered by the customer. We do offer a 30-day money-back guarantee, but we do not offer free returns. You can definitely send the product back (within 30 days), send proof of return to our customer service team (tracking number), and we will be more than happy to refund you in full.
  
  Again, this is all under the terms and conditions accepted when placing the order.
  
  You also have the ability to edit the subscription at any time. If you do not wish to receive any more products, you can delete all the items on the subscription.
  
  We notify all our customers through email once an order is processed, and also if we are experiencing delays. We provide options like splitting the order, changing the items/scents to what's available, or canceling the order.
  
  
  I hope we were able to clear this out with you. If you need help with anything else, just let us know.
  
  Thank you.
  
  
  Kindly,
  The FREY Team
  
  Consumer Response /* (3000, 12, 2022/11/28) */
  Their response is completely ignorant of what the issue was. I tried cancelling for about 6 weeks and they strung me along. Then they charged me for product that hadn't even shipped yet because it was backordered. I told them I did not want the product and that it should've been cancelled already anyway. I said give me a refund since you still haven't shipped the stuff anyway. They said they always charge ahead of time even when the stuff is on backorder. I could not get a refund until 6 weeks later when the stuff I didn't want finally came and I had to spend $20 to return it. Again they make it purposely vague and hard to cancel. They DON'T CARE!
  
  
  Business Response /* (4000, 14, 2022/11/30) */
  Hello there Jeanne,
  
  I'm very sorry once again or this experience.
  
  I can see that you reached out to us via email on August 19th, we responded and canceled your subscription on August 21st.
  
  However, at that time, an order was processed on July 26th that was delivered on August 4th.
  
  You reached out to us via SMS about the package that you received then, and we explained about the subscription and the return process.
  
  We received the USPS return tracking from you on October 11th and we refunded the order in full.
  
  If you need further assistance, please feel free to reach out to us.
  
  Thank you.
  
  
  Kindly,
  The FREY Team
  
  
  Consumer Response /* (4200, 16, 2022/12/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I had reached out about 6 times before August 16 requesting cancellation. Fret always answered with double speak not confirming the cancellation but offering incentives to stay. At that time you still did not have any live phone assistance available. The shipment you "prucessex" in July 26 was long after my initial requests to cancel. And the payment has been taken before the prudict shipped. Finally, while you may technically have the right to run your business this way, it is definitely a system designed to capture and keep subscriptions as your highest metric of success. To that end you have succeeded in building a system that is Byzantine for the end user while supposedly increasing your revenue. In the king run it is bad business as it disenchants and leaves a bad taste compared to more customer centric websites and service responses. Also, quit telling me you're sorry I feel a certain way. That is not an apology. Instead, apologize that your processes were unclear and that you will take feedback into consideration for continuously improving your customer experience. And. Never ever charge people ahead of time for product that is back ordered

• Initial Complaint

  Date:08/28/2022

  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.

  Frey has reactivated my canceled subscription twice. No warning, no questions. One day I'll get a processing notification and then when I investigate it's been reactivated and they supposedly don't know why.

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 5, 2022/08/31) */
  Hi *******,
  
  Thank you so much for reaching out to us.
  
  We sincerely apologize for any inconvenience and misunderstanding.
  
  We received your request to cancel the order that was processed on May 28, 2022, but canceling the order will not cancel the subscription. We also advised when the next order will be processed.
  
  I'm really sorry once again for any misunderstanding here. Rest assured that your subscription has been canceled and you will not be billed for anything in the future.
  
  We also canceled your recent order and refunded in full.
  
  If there's anything else that we can do for you, please feel free to reach out.
  
  
  Kindly,
  The FREY Team