Complaints

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

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• 

  FreshDirect

  2 St Ann's Ave Bronx, NY 10454

  
• 

  FreshDirect

  2 Saint Anns Ave Bronx, NY 10454-4610

  

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:12/27/2023

  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.

  On Friday, December 15, a Fresh Direct truck rammed into a pillar at the entrance to our street. I called it in to Fresh Direct right away with all the details and a report was made by a very nice customer rep named ****. She said that someone named ****, who runs the transportation unit there, would be calling me the next day (Saturday) or certainly by Monday. No such call has happened and it's now a week later. **** had said I could ask for her if needed, but nobody at Fresh Direct will even relay a message to her. Meanwhile, various reps by email tell me I'll be hearing back. What's really sad is that we've probably spent $100,000 over the decade from Fresh Direct in NY and CT, or certainly at least more than $50,000. We like the products etc. But our road association here is very unhappy about the lack of care by Fresh Direct over this. Thus, I told them I'd file this complaint, and, if need be, a Small Claims Court action next week. A truly unfortunate way to be treated during the holidays. Photos of the damage were sent early in the week. Thank you, BBB.

  

  Business Response

  Date: 01/24/2024

  This matter is currently being handled by our insurance company. *** (customer) has been in contact with the insurance adjuster and is currently waiting on estimates to be submitted to have the damage repaired. 

  We apologize for the delay in responding.

• Initial Complaint

  Date:08/18/2023

  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.

  They deliver before the delivery window dont follow instructions left on your account and then customer service is extremely rude. Definitely wouldnt recommend.

  

  Business Response

  Date: 08/21/2023

  We are very sorry the customer had this experience with our service.  We attempted to deliver a few minutes before the delivery and attempted to reach the customer.  After waiting for a few minutes in the delivery window the order was returned. At the time of delivery there were no instructions on the order to leave it unattended.
  Customers can add special delivery instructions to their accounts in two ways: 1-during the checkout process, which is in affect for that order only and 2-it can be added to the account, which will apply to all future orders placed or modified.
  For the order in question the customer did not add the special delivery instructions to leave the order unattended during the check out process.  The order was placed at 2:54PM on August 16, 2023.  We do show the option to leave the order unattended was added to the account level at 6:22PM on August 17, 2023.  The order was not modified, so the account level change was not applied to the order. The order was scheduled for delivery on August 17, 2023, 6P-8P. 
  Again we apologize for the inconvenience this has caused and we will remove this customer from all future marketing communications.

• Initial Complaint

  Date:05/19/2023

  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.

  In December 2022, I canceled my Fresh Direct membership due to multiple, repeated issues with delivery, incorrect and/or missing items, and poor quality (spoiled food). However on May 9, 2023, I was charged $137.55 by Fresh Direct for their free delivery pass service. I tried to dispute the charge with PayPal but Fresh Direct told PayPal that the charge was authorized. I never received any email notifications regarding this charge or membership renewal. This is unacceptable and terrible customer service.

  

  Business Response

  Date: 05/23/2023

  I am sorry to hear ******************** has chosen to stop shopping with FreshDirect.  Upon review of her account, I do not see where she contacted us to cancel her Delivery Pass.  The last communication we had with her was regarding a delivery in November 2022.

  Since the Delivery Pass was not cancelled and the auto renewal was not turned off, the Delivery Pass was automatically renewed as per the policy. ******************** contacted us on May 10, 2023, to advise we charged her for the Delivery Pass and that she contacted PayPal and put in a dispute.  Once a dispute is filed with PayPal, we are unable to issue a credit.  It will be handled as a part of the dispute resolution.

  On May 9, we received and processed the refund via PayPal as shown in the attached picture.  Therefore,no further refund is required on our part. 

  We thank ******************** for her past business and look forward to serving her again in the future.

  
  

  Customer Answer

  Date: 05/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Thank you for your response. 

  On May 9th, PayPal notified me that the charge would not be refunded (see attached document). A PayPal customer service agent told me that the company informed PayPal that the charge was authorized and therefore PayPal didn't have the ability to refund the charge. 

  On May 20th, I was charged $137.55 again from FreshDirect (see attached document).

  In regards to cancelling my account, I actually spoke with customer service about this twice in my history with the company and finally made this decision after my December 9, 2022 delivery.

  On 8/30/22, I emailed FreshDirect with video showing a FreshDirect delivery vehicle driving recklessly in Manhattan. The driver was cursing and shouting while driving in midtown Manhattan. This did not make me feel comfortable about having this potential driver being the person who could be delivering my groceries to my apartment. 

  On November 22, 2022, I emailed with 'Jan ********************************************** Service Supervisor' due to numerous deliveries going to wrong addresses, poor quality items, missing items, etc. *** assured me that my next delivery would be smooth. However, that was not the case and I decided to cancel my account the next month in December. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business Response

  Date: 01/23/2024

  We sincerely apologize for this delayed response.  

  Reviewing the information from the customer, we do not see a charge for $137.55 on May 19, 2023 on the account accessed with the information within this complaint.  We do see that amount was charged on May 9, 2023.  if there is an order number associated with that charge it would be helpful for further investigation.

  All complaints regarding our delivery team are addressed immediately and the appropriate disciplinary action is taken up to termination.

  We thanks the customer for her past business.

• Initial Complaint

  Date:12/01/2022

  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 placed a order with fresh direct on November 22nd order number *********** shortly after the order was canceled n they expressed to me it was a technical issue going on I then said fine just cancel it then when I log into my EBT I can see I was charged for the order a total of $367.33 I have various screenshots of proof it was charged n the still insist its a hold it will fall off in 24/48 ******** funds will go back to my EBT it is now 12/01 n still no refund please help

  

  Business Response

  Date: 12/08/2022

  We apologize to **************** for the length of time it took to resolve this matter.  Due to a technical issue we had in our facility we were unable to deliver the order on November 22.  As the order was paid with EBT,those transactions are all processed to ensure payment.  Once the order was not delivered and we attempted to submit the refund we ran into an issue where we were not able to issue the refund all at once. 
  Due to this we will have to issue the refund in multiple parts.  The amount will equal the total value of the refund requested.

  Customer Answer

  Date: 12/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I recieved a call from a rep at fresh direct calling me a liar making fake accusations Twds me insinuating I was lying that they did not charge my account I can let u hear my transaction history on my phone or record the audio for u as well as to also send u various screenshots of my log in on the *** website displaying when the transaction was made and also when the charge posted to my transaction history they do not want to take responsibility for what they did n do not want to resolve the matter they are horrible
   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer Answer

  Date: 12/10/2022

  I recieved the refund on behalf of fresh direct thank u soo much for ya help they did treat me rudely and def were refusing to resolve until the BBB stepped in that can not go unoticed I would hate for another customer to have to go through this scenario as I did.

• Initial Complaint

  Date:09/21/2022

  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.

  Fresh Direct has sent me multiple mailers (paper postcards) and emails, offering a code "********* for $25 off any order of $99 or more placed before, in the case of the email 9/30/22 and, in the case of the postcard, 10/12/22. There are no other restrictions other than that the mailer is intended for the Fresh Direct customer (I am one) at the address (mine) to which the card was sent. Twice now, I have received these types of inducements to order from Fresh Direct and, in both instances, when I complete my "shopping" and go to enter the code, it is not accepted. When I contact customer support, in both instances, the representatives told me they were very busy because they had to handle multiple customer complaints simultaneously and couldn't assist me. I was told I could pay in full or email Fresh Direct and hope for better service. That is classic bait and switch. It is also misleading advertising. If Fresh Direct sends an offer, they need to honor that offer. If they don't want to honor it, don't send it. I have requested from Fresh Direct a $25 credit for the coupon they sent me as well as free shipping and handling to make up for all the inconvenience and run-around.

  Customer Answer

  Date: 09/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, in which ***** honored the $25 credit, and find that this resolution is satisfactory to me and the matter has been resolved.  I would still like to note the terrible customer service provided by **** and ****** and respectfully request Fresh Direct provide further training to those two employees.  Thank you.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:09/16/2022

  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 was charged $86.02 by FreshDirect, for an unknown charge. I spoke to two different agents who informed me that the $86.02 would be fully refunded, and that I would receive an email confirmation informing me of the same. As of yet, the $86.02 has still not been refunded, and I have not received any email confirmation that it has been or will be as of today.

  

  Business Response

  Date: 09/30/2022

  ****************** contacted us on September 16, 2022, and it was explained the charge is for our Delivery Pass.  The customer asked to have the pass cancelled and the amount refunded,which was done on that day.  The amount was approved and sent back to his financial institution on September 17, 2022.
  We apologize for the inconvenience this may have caused and appreciate his business.

  Customer Answer

  Date: 10/07/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/22/2022

  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 placed an order with FreshDirect and my delivery date was for Friday, Aug 19. On the day of my delivery date I received an email from them stating that several of my items were "MISSING". (See Below)Unfortunately, one or more items that you ordered are unavailable.ITEMS NOT IN YOUR ORDER 2/0Chobani Non-Fat Greek Yogurt, Strawberry Blended - (32oz) 1/0Chobani ****************** *******, Caramel Macchiato - (24fl oz) 1/0Coffee-Mate ******************** *******, Vanilla - (32fl oz) 1/0Just FreshDirect Local Organic Large ***** Eggs - (1 dozen) 1/0Fresh Black Mission Figs - (approx. 8oz) 1/0Organic Broccoli - (approx. 15oz) 1/0Organic Broccoli Slaw - (approx. 10oz)Please note that you have not been charged for these unavailable item(s). If you would like us to replace the item(s) at your convenience, please call us at **************.The rest of the order (#***********) is on its way to you. It will be delivered between 10:00 AM and 12:00 PM on Friday, August 19, 2022.Your final order amount is $180.77. Click here to view your order details.They are suppose to reimburse me $180.77. I never received an "ADVANCE NOTICE FROM THEM", which would have allowed me to cancel this order.This morning I see that Fresh Direct put in for a payment of $207.13 from my bank account. I want the refund that they owe me, $26.36. This company has made too many mistakes like this, but this is the absolutely worst. I want my refund and they can take only what is owed, $180.77, and they don't deserve that. I was not compensated for the "MISSING ITEMS", nor was I given an apology. No company is this careless, but obviously, FRESH DIRECT.

  

  Business Response

  Date: 08/25/2022

  I apologize for the experience you had with your last order from FreshDirect. This is not how we expect these issues to be handled.

  
  We are continuing to work on technical issues that have been affecting the refrigeration in our facility. Our customers health and safety are our top priority and out of an abundance of caution, we were unable to deliver some of your perishable items on that day. 
  
  I see that you spoke with our customer service team, and we explained why the items were missing and that you were not charged for them. We fell short on the proactive communication, and we are sorry for that.
  
  The $207.13, was a temporary authorization to cover the items selected for the order.  Once the order was picked and processed, we sent an updated amount to your bank of $180.77,which accounts for the items that were sent to you.
  
  We value you as a customer and appreciate your business. 

  Customer Answer

  Date: 08/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Unfortunately it was "NEVER EXPLAINED" as to why 7 items were missing from my order.  There was no such event that the items were not evailable.  The night I ordered they were available and the morning I saw the notice the items were still available.  I received no credible or believable  explanation.  I am extremely disappointed .in this situation.  The reason for delivery is for "convenience" this was definitely NOT CONVENIENT i WOULD HAVE DONE BETTER GOING DIRECTLY TO THE SUPERMARKET.

   rder for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business Response

  Date: 09/07/2022

  The final amount of $180.77 reflects the difference of the items that were not delivered and were not charged. The amount of $26.36 is that amount.  As the customer was advised on August 20, the authorization hold will be released and only the final charge of $180.77 will reflect.  The timing is determined by the financial institution.

  Because we do value the customer and they have continued to shop with us since this event, we will issue a goodwill credit for the experience.

  Thanks

  
  

  Customer Answer

  Date: 09/29/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/17/2022

  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.

  FreshDirect account was hacked twice and groceries delivered to an unknown address- for the first order ($277) we received no compensation and again, for the second order (for $750) I contacted them to say that this was a fraudulent order, but they did not cancel the order. Instead, they charged the card and said that I was to contact my card provider. This has happened twice now and I read that it has happened to many others. When talking to their 'customer service' team, I was given no help and one agent just kept asking 'is there anything I can help with' in the middle of the conversation and then exited the chat with no explanation. Absolutely baffling. Such bad customer service and they owe us $1k+!

  

  Business Response

  Date: 08/25/2022

  Hi

   

  We are sorry to hear of the experience this customer had.  As it applies to fraud, we do not share information on where the orders are delivered due to legal reasons.  

  The name, Email address and phone number provided are not associated with an account with recent activity.  Please have the customer provide us with the order number or the Email address of the account where the charges occurred.

   

  Thanks

• Initial Complaint

  Date:08/08/2022

  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 scheduled an order for delivery between 10am and 12pm on Sunday, August 7th. The order came a few minutes before 10am but WAS MISSING ONE ENTIRE BAG OF FOOD!!!!!!!!! It was contactless delivery, so when I opened the door I found out the entire bag of groceries was missing. I frantically called the customer service line and they casually told me that one of my bags was left behind at the ** facility and didn't make it onto the truck, and would be arriving by 2pm. I understand that things happen when you hire inferior help, but I didn't even receive an email or call that a bag was missing and that it would be delivered later. All the customer service rep could do is refund me 2X the delivery fee - IN THE FORM OF A STORE CREDIT!! FreshDirect's nonchalant resolution to my issue is 100% unacceptable to me and I requested to speak to a supervisor. I was put on hold and then told that a request was filed to have a supervisor call me back (I've heard this with other issues with ** in the past and no one has ever called me back). Not only does the carelessness, unprofessional conduct, and utter contempt and disregard of ** for it's long time customers make me angry, it has ruined my plans for the day as now I have to wait until 2 pm for another delivery. (Which is why I wanted delivery between *****pm.) I think this organization that doesn't give a hoot for it's customers and seems not to care about inconveniencing them, owes me MY MONEY BACK for the bag of groceries that wasn't delivered on time -- NOT A STORE CREDIT SO ONLY I HAVE TO PAY FOR THEIR INCOMPTENCE. The fact that I wasn't informed about this in an email, voicemail, phone call or text is inexcusable and stinks. I had to call to find out about this is a reprehensible business practice and shows a distinct lack or care and contempt for customers. The rep told me "they probably didn't get around to contacting me yet," but it was after 10am and half my order had already been delivered! Rude and stupid.

  

  Business Response

  Date: 08/08/2022

  I apologize the customer was not made aware the bag would be arriving late.  I have issued a refund for the items in the bag as requested.  The credit should reflect on the credit card within 3-5 business days or as determined by the credit card company.
  

  The credit for the delivery fee is a courtesy credit and can only remain as a store credit.  It will be there for the customer to use if they decide to give us another try.  Thanks.

  
  

  Customer Answer

  Date: 08/08/2022

  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 and the matter has been resolved.
  
  Sincerely,
  ******* ********
  
  
  
   
  
  

• Initial Complaint

  Date:07/22/2022

  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.

  RE: Order #*********** / Only a fraction of the items I ordered were delivered, and not within the 2-hour time slot. I never authorized these changes. If the company had technical issues and tried to work with me toward a constructive solution I would be friendly, but I do not appreciate being coerced into accepting major changes. / At 8pm the evening before this order was scheduled to be delivered (6/20/22), I got an email saying that most of the items I ordered were unavailable. I immediately wrote back to cancel the entire order. I also tried calling and chatting customer service, but was unable to get through. In the morning, a delivery person buzzed and my husband replied that we were refusing the delivery. Later we discovered the bag had been left at our door. We had not granted access, and entering a private building without authorization is trespassing. / Many of the 16 items delivered were no good to us without the other 23 missing items. My order was for $228.37 worth of groceries; the available items were only $69.95 worth of groceries. I had no time to buy the missing ingredients. I ordered our meals from restaurants, which was far more expensive than if I had been able to prepare meals with the groceries I ordered. / I tried several more times to reach customer service by phone but the wait time was over 2 hours, and when the system said someone would call back, they never did. All I received was a message on my account asserting that they were charging me full price for the delivered items. They also charged full delivery fees totaling $18.22. They're offering zero compensation or apology for the fact that 60% of my order was missing. / FreshDirect's non-delivery has cost me a lot of time and money. I can't also pay for items I didn't want and didn't authorize to be delivered. The total I've been charged is $89.31. I need a full refund of this illegitimate charge. I do NOT want store credit.

  

  Business Response

  Date: 07/25/2022

  We at FreshDirect are committed to delivering the freshest,highest quality food available and the health and safety of our customers is our top priority. Due to a refrigeration issue at our plant, we replaced all perishable items that *** have been subjected to this issue. The result was the out of stocks that unfortunately you, and many other customers, experienced. The heat wave last week has taken a toll on us, along with our customers. We are working diligently to ensure the issue is completely resolved, restock our shelves, and be back to delivering full orders to you soon.  A communication to all impacted customers is being prepared and should go out this week. The refund request has been processed. 

  Customer Answer

  Date: 07/27/2022

  Better Business Bureau:

  Re: complaint ID ********. I received my refund and I accept the business response, but I remain dissatisfied with their service. I would feel sympathy for their technical problems if they took responsibility instead of trying to put the burden on me. Other food delivery businesses offer customers a chance to change or cancel an order when it cannot be fulfilled, but FreshDirect clearly has a policy of forcing their preferred solution on customers. (On another occasion they delivered 1 out of 30 items I'd ordered and still charged the full delivery fees until I finally reached customer service after multiple attempts.) I believe it is unethical to significantly alter a customer's order without their consent.
  
  
  Sincerely,
  
  *******************************