ComplaintsforFreshCo

• Initial Complaint

  22/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The store manager refused a refund of an unopened, non-perishable, within 14 days item. Contacted the corporate to intervene but absolutely no help at all! **** ** *** ***** ** ****** * **** **** ** ******** *** *** ** **** ** ******

  Business response

  14/12/2023

  Thank you for bringing this to our attention. I have confirmed with our Customer Service team that they will contact you directly to make it right in the coming days. We do apologize you had a negative experience and look forward to reaching a satisfactory resolution with you directly. We thank you for your continued loyalty ** *******

  Customer response

  27/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: I  still haven't heard anything from the head office.
  
  Sincerely,
  
  **** *****

  Business response

  04/01/2024

  We have confirmed that the Store Owner was able to connect with you directly on December 13th and 14th, 2023 to address this issue, and it is our understanding that you received a refund on a gift card. We hope this resolves this matter and we look forward to serving you again soon.

  Customer response

  05/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  Hey but how come it took me THREE separate trips to the store to resolve this issue and no compensation was offered??? How come I contacted the head office and asked to escalate this issue, promised about call back but never did???? 

  
  Sincerely,
  
  **** *****

• Initial Complaint

  08/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i purchased $500 ******** prepaid ********** @ Freshco . however the card can not be registered online. i made call to Customer Service on Jan-24th, and i have been told to attach the picture of receipt, back of card , back of package, send to second line support email. i did immediately. however there was no response for 1 week , although auto-reply message indicated the reply will come within 2 business days. the second call i made was on Jan-31st . i would like to know status and CSR told me second line support will call me back . there was no call and another week was gone. the third call is on Feb-7. after CSR contacted second line of support , i got an email asking for document such as front/back pictures of card, proof of payment and original packaging. i have been told only attach back of card and package on my first call. that is fine. but ******** is supposed to let me know earlier , instead of 2 weeks waiting . there is still no ETA on my case . i just want my money back.

  Business response

  14/02/2023

  I hope this email finds you well.
  
  We received complaint #******** earlier this week and we have responded to the customer. We (FreshCo) unfortunately can’t refund/exchange prepaid cards, but we had the customer provide the card information and checked to ensure it is not fraudulent. As such we reached out to ******** directly. They told us a ticket has already been opened and they can only work with the customer on this matter but so long as the required information/pictures have been submitted, the customer should receive a response in 3-5 business days.
  
  The FreshCo. team got back to the customer and asked them follow-up again with ******** and let us know the outcome. We are, of course, happy to further assist this matter as needed.
  
  Thanks again for forwarding the complaint to our attention and we trust this resolves the matter on our end.
  
  Regards,
  
  ***** ******** 

• Initial Complaint

  25/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I bought * ***** **** cookies from the store and based on their prices match policy ( will price match and will get full refund and you keep the item if you not satisfied) i found the same identical product in ** ****** with lower price i take receipt shows the difference in price and told to the manager they can verify online too the price the manager refused and says that only price match for flyers discount not to regular items has to be in flyers then i says okay then i am not satisfied with the item she says i only can return it. That totally explains that they have policy posted all over the store and besides the cashier and never have word stating that must be in flyers and not homer’s even the satisfaction policy.

  Business response

  30/11/2022

  Dear ****,
  
  We are sorry you had a frustrating experience, but there appears to be a misunderstanding with respect to the applicability our “Lowest Price” and “Double Fresh” Guarantees. The “Lowest Price” Guarantee, as stated on both our easily-accessible website (https://freshco.com/legal/) and the store flyer (https://freshco.com/flyer/?store_id=80428), only applies to “sell you that item for 1¢ less than the competitor’s advertised price when you show us the competitor’s price in their current flyer (print or digital).” Similarly, the “Double Fresh” Guarantee does not apply to your situation as you were only attempting to rely on it once informed the “Lowest Price” Guarantee was not applicable, rather than because the product itself did not meet your expectations. As stated in the guarantee terms, we reserve “the right to withdraw this guarantee from any customer who we determine to be abusing the guarantee”. While we believe our policies were appropriately followed, we also recognize the experience was frustrating for you.
   
  That said, for your troubles please accept a $25 gift card as a token of our appreciation for doing business with us. 

  If you have any further questions or concerns, please do not hesitate to contact us.

   

  Sincerely,
  
  FreshCo.

  Customer response

  30/11/2022

  
  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.
  
  Sincerely,
  
  **** ******

*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. ↩