Complaints

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

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  Flexpro Meals

  5706 Troost Ave Kansas City, MO 64110-2826

  
• 

  Flexpro Meals

  PO Box 8855 Kansas City, MO 64114-8855

  

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:08/02/2023

  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.

  I made an order, excited to try a new style of meal prep, however, I never expected to get service this bad. I have been trying to contact the company since I saw an email saying I was getting a second delivery. I attempted to login on the website to cancel my subscription, but am prompted with no such option. I tried the live chat but I just get told someone will contact me only to hear nothing back. When I tried to remove my card information on the website, conveniently enough, I could not do so. To top it off, I’m being charged for a third shipment this week. The only messages I’ve been receiving are ones that “confirm” my order. I want to cancel this subscription.

  

  Business Response

  Date: 08/04/2023

  Hi ******

  Thank you for taking the time to share your experience with Flexpromeals. We sincerely apologize for the inconvenience you have faced and the delay in our response.
  
  We understand the frustration you must have felt after receiving the email about a delivery without any prior communication. We value your feedback and have taken immediate steps to rectify this issue within our email notification system to ensure such incidents do not occur in the future.
  
  Regarding the difficulties you encountered while trying to cancel your subscription through our website, we sincerely apologize for the inconvenience caused. We can confirm on our end that your subscription has been canceled.

  We apologize for the lack of response from our live chat support. We strive to provide prompt and helpful assistance to all our customers, and we regret if we fell short in your case. Your feedback has been shared with our team to ensure we improve in this aspect and promptly respond to all customer inquiries in the future. We'll be reevaluate our service channels to prevent this issue moving forward.

  Regarding the card information removal issue on our website, we understand your concern. Please be assured that the security of your data is of utmost importance to us and we've gone ahead and deleted your payment card on our end.  Once again, we apologize for the inconveniences you encountered during your experience with us. Flexpromeals is committed to providing exceptional service and we appreciate your feedback as it helps us improve our processes and deliver a more satisfying experience for our customers. We value your patronage and hope you'll give us another chance to exceed your expectations in the future.
  
  If there is anything else we can assist you with, please do not hesitate to reach out to our dedicated customer service team directly at [email protected].
  
  Thank you for choosing Flexpromeals.
  
  

• Initial Complaint

  Date:08/02/2023

  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.

  Have been trying to cancel my subscription. The company will not cancel. You are prompted to call them directly only to be told, by a recording, a sales representative will call back. They do not return the call. They will not honor subscription cancellations without speaking to a sales representative. I have been trying to cancel for over a week.

  

  Business Response

  Date: 08/03/2023

  H* ******

  Thank you for taking the time to share your experience with us. We apologize for any inconvenience you may have faced regarding your Flexpromeals subscription.
  
  We understand your frustration with the lack of response from our customer support channels. Please accept our sincerest apologies for the inconvenience this has caused you. We assure you that we are actively working to resolve these issues and provide the best support to our valued customers.
  
  Rest assured, we have escalated your concern to our logistics team and they are diligently investigating the matter. However, we can confirm on our end that your subscription has been canceled and your last order was delivered *************************************************************************************

  We understand how important it is for you to receive your order on time, and we are doing everything in our power to expedite the delivery process. We value your feedback and will take it into serious consideration for improving our services. We appreciate your patience and understanding during this time.
  
  If you have any further questions or concerns, please feel free to reach out to our customer service team directly at [email protected]. We wish you all the best. 

  
  

  Customer Answer

  Date: 08/03/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  ****** ******** *******
  
  * **** ******** *** ******** **** ** *** ******** ** ********* ** ********* ** ********* *** find that this resolution is satisfactory to me.
  
  
  
  
  ********
  
  ***** *********

• Initial Complaint

  Date:08/02/2023

  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 have been trying to Cancel my Flex pro membership for 2 weeks now with no response from anyone from the online website ******************** or the phone numbers ***** ******** *** ***** ********. I have started cooking my own meals because of high blood pressure issues and I want to cancel my Flex pro membership. My ************ ********

  Customer Answer

  Date: 08/03/2023

  It looks like the FlexPro meals company finally Canceled my membership at 11:10am this morning. Thank you so much for reaching out to me to make sure everything was taken care of. I am satisfied and thankful!

• Initial Complaint

  Date:08/02/2023

  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.

  This company has intentionally put in place policies to bill customers unethically. I've seen the following:
  
  1) They sent an order on the wrong date. It included items I didn't order. After reaching out to customer support, I was assured the order would be refunded. It was not.
  
  2) They then charged me for a second box (this is a subscription service, but I asked them to pause the subscription after the issues with the first order). They charged me a different (higher price) for the second box.
  
  3) There is no way for a customer to cancel their subscription through the website. You are required to reach out to customer support, which is unresponsive. Once I got a response, I was told that subscription cancellations had to be processed by an Account Manager and that the process would take 1-2 business days. This is clearly just a scam to try to make it difficult for customers to cancel. Also, conveniently, the date of the next weekly order is coming up, so by taking 1-2 days to process the cancellation, they are going to claim that I didn't cancel before the next order and will try to bill me for it, even though I've been attempting to cancel for 3+ days now.
  
  4) Customer support has been truly awful. Unresponsive, condescending, and seemingly having no record of previous conversations.
  
  Happy to share screenshots of all customer support interactions if needed.

  

  Business Response

  Date: 08/03/2023

  Hi ******,

  Thank you for bringing these concerns to our attention. We apologize for any inconvenience you have experienced with your Flexpromeals subscription.
  
  Regarding the incorrect order you received and the items you didn't order, we sincerely apologize for this mistake. We understand how frustrating this must have been. 

  
  Regarding the cancellation of your subscription, we apologize for the inconvenience you faced in finding a way to cancel it through our website. We understand that this lack of clarity can be frustrating, and we apologize for the inconvenience caused. However, we can confirm on our end that your subscription has been canceled. Rest assured, we have taken note of this feedback, and moving forward, we will work on improving our website to provide our customers with an easy and seamless cancellation process.  Again, we are truly sorry for the negative experience you had with Flexpromeals. We value you as a customer, and please know that we are committed to resolving these issues promptly and making improvements to prevent them from happening in the future. Should you have further questions please feel free to contact us directly at ***********************, we're happy to assist.  Thank you once more for bringing these matters to our attention, and we appreciate your understanding.

  Customer Answer

  Date: 09/03/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This response addresses one of two refunds. The first refund, as the response states, has processed. The second has not. It has been over a month. The team member I’ve been communicating with is now unresponsive. I’ve spent hours of my time tracking this down. It is clear that this company is holding onto my money as long as possible intentionally. Other potential customers need to be warned not to purchase from this group!!
  
  
  
  Regards,
  
  
  
  ****** *****

  

  Business Response

  Date: 09/15/2023

  Hello ****** 
  
  Thank you for getting back to us and we understand your reason for rejecting the settlement. 
  However, in contacting us via BBB, we should face the following facts (all jpeg screenshots were attached): 
  
  We have investigated internally that there were no such promises given to you to refund your 2 orders but only one which is Order#****** worth $208.28 
  
  We understand that based on your Order#******, which was your very first order where you added an extra Power Treat by mistake. For this we’ll be requesting a $20 refund for the unwanted Power Treats that you’ve added. 
  
  
  That said, we have already refunded your last order even though you were clearly told that your meals will be processed on 7/26/23 and will be delivered on the week of August 1st and you have specifically agreed and even responded “Perfect, thank you” as per your convo on 7/19/2023. 
  
  The box did arrive on August 3, 2023 as per your request: 
  
  
  To clarify further: you have received a free box of meals and we refunded you the amount of $208.28 from your bill last July 27, 2023 that was refunded August 11, 2023 for Order#974950. 
  
  And at the time of this writing 9/15/2023 we’ve requested a $20 refund for your unwanted Power Treats. 
  
  We hope this clarifies and presents a clarity in resolving an issue that you’ve imposed on our team and we can only ask the fairness in closing this matter upon presenting the facts we have shared above to your satisfaction.  
  Thank you for your time reading and reaching out to us.  

• Initial Complaint

  Date:07/28/2023

  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 cancelled my order with them a week in advance and I was still charged $160. Their customer service is so poor I hardly got any response. And the only response was through text or email saying they would resolve it and never do. The number they have on their site directs you to text them.
  
  I have read more reviews about this company and Im not the only person experiencing this. It seems to be a problem they refuse to fix.

  

  Business Response

  Date: 08/01/2023

  ***** Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience you experienced with your order cancellation and the subsequent lack of response from our team.
  
  We always strive to provide the best service to our customers, and we are disappointed to hear that we fell short in your case. We understand the frustration you may have felt when your concerns were not addressed promptly and effectively.
  
  Upon reviewing your feedback, we acknowledge that our communication channels might have caused confusion. We apologize for any inconvenience caused due to the limited availability of phone support. Rest assured, we have noted your concerns and will take them into consideration as we continuously work on improving our customer service procedures.
  
  In regards to the billing issue, we apologize for the error in charging you despite your cancellation request. Our team is currently investigating this matter and we assure you that we are committed to resolving it as quickly as possible. Your refund of $160 has been processed already, and you should expect to receive it within 5-10 business days depending on your bank's acceptance times. Feel free to let us know after the given timeframe if you have not yet received your money back, kindly email us directly at [email protected].
  
  We appreciate your patience and understanding during this process. Please know that your feedback is extremely valuable to us, and we will use it to enhance our services and prevent similar occurrences in the future.
  
  Once again, we apologize for any inconvenience caused. If you have any further questions or concerns, please do not hesitate to reach out to us directly. We value your business and look forward to restoring your faith in our company. We wish you all the best.

• Initial Complaint

  Date:07/27/2023

  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.

  Flexpro will not cancel my subscription. They keep telling me someone has to reach out to me, well no one does.

  

  Business Response

  Date: 07/28/2023

  Hi *****,

  Thank you for reaching out and sharing your concerns with us regarding the cancellation of your Flexpromeals subscription. We extremely apologize for any inconvenience or frustration this may have caused you.
  
  We understand that you have been trying to cancel your subscription, and it is indeed important for our team to reach out to you in order to assist with this process. However, it seems that there may have been a miscommunication or delay in our response, for which we sincerely apologize. We would like to rectify the situation promptly and has initiated the cancellation of your subscription at the time of this writing. You would also receive an email confirmation that your subscription has been cancelled. It might also get routed to your spam or junk folders. Please rest assured that we take your request seriously, and our team is actively working on rectifying this issue. We have taken note of your feedback and will prioritize reaching out to you promptly to address your cancellation request and reevaluate our processes and service channels.
  
  At Flexpromeals, we strive to ensure a seamless experience for all our customers, including you. We genuinely appreciate your patience and understanding throughout this matter. Our top priority is to resolve your concerns and make sure you are satisfied with our services.
  
  If there is anything else we can assist you with or if you have any additional questions, please do not hesitate to reach out to us directly at [email protected]. We are here to support you and resolve any further issues you may encounter.
  
  Thank you for your kind understanding, *****.

  *************
  
  ****** **** ****************
  
   

  Customer Answer

  Date: 07/28/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* *********
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I had to initiate a complaint with the Better Business Bureau for you to respond to me. As with all the other reviews, that is your practice. You don't allow people to cancel, unless they escalate the situation that is unfair and deceptive on your part.
  
  
  
  Regards,
  
  
  
  ***** *********

• Initial Complaint

  Date:07/26/2023

  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 have been trying for over a week to cancel my subscription. I tried the live chat 6 times with them saying someone would reach out to me and they never did. I texted over 8 times and still nothing. I just want to cancel my subscription and not be charged. In the meantime they’ve charged me and did not get any shipment of food

  

  Business Response

  Date: 07/27/2023

  Hi *****n,

  We apologize for the inconvenience you have experienced while trying to cancel your Flexpromeals subscription. We understand that prompt and effective customer service is essential, and we regret that we disappointed you in this regard.
  
  Our team is committed to resolving your issue and ensuring that your cancellation request is processed immediately. We apologize for the lack of response through live chat and text messages – this is definitely not the level of service we strive to provide.
  
  We can confirm that your subscription has been canceled and you should also receive an email confirmation. It is worth checking your spam/junk folder as some times it gets routed there. We're also requesting a refund and once approved by our Accounting department, you should receive your money back within 7-10 business days.
  
  Once again, we deeply apologize for any frustration caused and thank you for bringing this to our attention. Your feedback plays a vital role in helping us improve our services.
  
  If you have any further questions or concerns, please do not hesitate to contact us directly. We appreciate your understanding and look forward to resolving this issue for you.

  Customer Answer

  Date: 07/30/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  ****** ******** *******
  
  * **** ******** *** ******** **** ** *** ******** ** ********* ** ********* ** ********* *** find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  ****** ****

• Initial Complaint

  Date:07/24/2023

  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 have been texting, emailing, and live chatting this company to cancel my subscription for 5 days. There is no number to call. I have not received a reply from the text number and everytime I live chat to cancel they tell me someone will contact me to cancel but no one has. Now I am getting emails about another shipment and conveniently I can’t delete my card number. I just want to cancel my subscription.

  

  Business Response

  Date: 07/27/2023

  ******* Thank you for bringing this issue to our attention. We apologize for the inconvenience you have experienced while trying to cancel your subscription.
  
  We understand your frustration with the lack of response from our text number and the unsuccessful attempts to cancel through live chat. We sincerely apologize for not meeting your expectations in terms of customer service. We can confirm on our end that your subscription has been canceled already. 

  Regarding the inability to delete your card number, please be assured that your payment information is securely encrypted as a token in our system and we have deleted it as per your request. However, we understand your concern and prioritized resolving this matter for you.
  
  Once again, we apologize for the inconvenience and the delay in canceling your subscription. Rest assured that we are committed to providing excellent customer service and are taking steps to rectify the situation.
  
  Thank you for your patience. 

  
  

  Customer Answer

  Date: 07/27/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  ****** ******** *******
  
  * **** ******** *** ******** **** ** *** ******** ** ********* ** ********* ** ********* *** find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  ******* *********

• 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.

  An order was placed on 07/19/23 for 21 meals. Never was I informed that the meal would be delivered next week. I tried to cancel before the order was shipped and was told I could not get a refund. I have tried all day to cancel any upcoming subscriptions. I cannot delete my card on file and cannot delete the subscription myself. Only a manager can do so, apparently. I have followed the process to notify a manager and was told on several occasions that they’re “working on it”. Never have I received any form of communication that this has gone through and that they have cancelled my subscription. The workers repeatedly end the chat whenever you question them about this. This is very, very sketchy and cheap and low and disgusting. How is it that I cannot get a refund on something they still haven’t shipped? I have reviewed the refund policy that customer support refers me to and I cannot see anything that doesn’t allow me to receive a refund.

  

  Business Response

  Date: 07/27/2023

  Hi *****

  Thank you for taking the time to share your feedback regarding your recent experience with Flexpromeals. We apologize for any confusion or inconvenience you have faced.
  
  We understand that you were not informed about the estimated delivery date of your meals. We sincerely apologize for this oversight on our part. We always strive to provide clear communication to our customers, and it seems that we have fallen short in this instance.
  
  In regards to your request for a refund and cancellation before the order was shipped, we regret to inform you that our policy states that once an order has been processed and prepared for shipment, we are unable to issue a refund. We apologize for any inconvenience this has caused. As most businesses practice, customers pay first and receive their products hence as a small national business, we need to prepare and secure all our customers orders to process, prepare, and once it has been shipped there is no way for us to recall it hence we strictly have a cutoff for all meal box changes which is every Monday end of the day. Without our cutoff, we will not have rules and will not thrive. We're very sorry that this was not clear for you. We do not normally grant refunds but we do understand that each situation is unique hence we'll be requesting a refund for your last order. 

   We also understand your frustration with regards to cancelling subscriptions and the difficulty in deleting your card on file or the subscription itself. We apologize for the inconvenience caused by this issue. However, please note that currently, only a manager can assist with cancelling subscriptions or deleting card information.
  
  We truly apologize for the delay in the resolution of your request to cancel your subscription. We understand your disappointment in not receiving any communication confirming the cancellation. Rest assured, we have processed your cancellation and you should have received a confirmation email to ensure that your subscription has been successfully terminated. Sometimes that email is routed to spam or junk folders so it's worth noting to check them.  Once again, we sincerely apologize for the inconveniences you've faced throughout this process. We appreciate your patience and understanding as we work to improve our communication and provide better solutions for managing subscriptions. If you need any further assistance or have any additional concerns, please do not hesitate to reach out to our support team, and we will be more than happy to assist you.
  
  Thank you for bringing these issues to our attention, and we hope to have the opportunity to serve you better in the future.

• 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.

  Need to cancel my subscription been trying all methods of contact and no one answers and have been getting charged for meals I don’t want and can’t stop the charges , been trying for 2 weeks now not one reply

  

  Business Response

  Date: 07/27/2023

  Hi ***, We sincerely apologize for the inconvenience you have experienced with your subscription. We understand how frustrating it can be when you are unable to reach us and resolve.
  
  Please allow us to assist you in resolving this matter swiftly. Unfortunately we were not able to receive your requests promptly. We truly regret any confusion or frustration this may have caused you.
  
  To address your concern directly, we have canceled your subscription immediately, ensuring that you will no longer be charged for any unwanted meals. Furthermore, we have taken measures to improve our customer service and investigate further internally on our end.
  
  Again, we apologize for any inconvenience caused and appreciate your patience throughout this process. If there is anything else we can do to make things right or assist you further, please do not hesitate to reach out to us directly at [email protected]. We value your feedback and will use it to improve our services.
  
  Thank you for bringing this matter to our attention.