Complaints

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• Initial Complaint

  Date:10/11/2022

  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.

  This is a food subscription service that send an message saying many items were sub or back order which I was fine because I had held my order which I was not supposed to be charged or delivered anything. But that was not the case, I was charged and the order is supposed to be "on the way." I contacted them & informed them of the error. We just have had hurricane *** and power is not guaranteed. I a requested credit and they agreed; but only to a future order, they will not cancel or retake order or stop the order because it's perishable. Yumble will not return funds which are so needed at this point

  Business Response

  Date: 10/12/2022

  The customer thought that they had skipped the order for arrival the week of October 9th, but had not. As a courtesy, we offered to issue a free box credit to their account for a future order since the order for the week of October 9th had already processed and shipped. Our product is perishable, we cannot accept them back or cancel the shipment. As we explained to them, they were sent a reminder email on Thursday, October 6th around 9 am, as is customary, about the upcoming order. In this email subject line- "Don't forget to choose meals!" we include a list of the names and images of the meals arriving to them and, a note of the address the order is scheduled to arrive to, if they did not log into their account and change those details, skip the order or cancel their subscription before the modification deadline. Orders process at 3pm EST the Thursday prior to the next scheduled delivery. This customer has used our services for close to 2 years and is aware of our processing schedule. 
  
  Additionally, they were sent a text the morning of the 6th notifying them that some of the meals they had selected were not available for delivery. We let them know that they had been replaced, but were available to further modify on their account and again noted the 3 pm EST deadline. Between this text and the reminder email, we believe it was made clear they had an open order for arrival the following week. Upon the dispatch of the email and text, the customer did not sign in to change, skip or cancel the order or their subscription; neither did they reach out to us via email or text to inquire about the order we noted was schedule to arrive. 
  

  With al of this in mind, we offered a free box credit. If not in transit, or if the customer had reached out or logged into their account to skip, the order would have certainly been skipped or cancelled. Again, these are perishable goods. The return policy is not the same as a non-perishable item. We thought that our offer was fair and generous. If they are unable to use the meals arriving this week, the discount offered will fully cover the cost of a future box.