ComplaintsforFresh n' Lean

• Initial Complaint

  04/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have been subscribing to ***************************** meals for a while and like their meals, however, their programmers and customer service are so ineffective and untrained, that we will probably stop using the company. It takes an extremely long time to reach anyone, and then you just get a lot of "I'm sorry" and repeated assertions that you made a mistake and there is nothing they can do about it.Emails to customer service get no response at all, and one to the owner and CEO was blocked. I guess she doesn't want to know what her customers think.Twice in a row now, I have chosen the meals on their website and got confirmation, only to have one to two meals that I specifically did not want chosen for me instead. Bad enough to receive food my husband dislikes, but to be also told that I basically do not know what I am doing is adding insult to injury.I just got off the phone with yet a second customer "service" person who proceeded to repeatedly tell me (as did the one on the former exact same scenario) that I did not choose the meals and place the order I did (and have proof of), so I (was, or will be) sent a Chef selection. I emailed them about my previous experience with proof that I did order the correct meals, and that they acknowledged it (both on their website and in the packing slip) but I never received a response.This one also asserted that even though the order is only due to ship a week from now, and even though the email I received a few hours ago informed me that I could contact them for changes, and they will try to accommodate me, there was nothing she could do about it except cancel the whole order, nor was there a supervisor or anyone else available. The main purpose of using such a service, is to make life easier, not more complicated and aggravating.

  

  Business response

  05/16/2024

  Hello, 

   

  This issue was resolved directly with the customer.

   

  Thank you,

  Des

  Customer response

  05/16/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and the resolution was satisfactory to me. This complaint is resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  03/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered meal delivery service from ****************************** on 1/20/24 and my credit card was charged for $167.35 on 1/20/24. I received my order on 1/26/24 (Order #**********). Upon trying the food, I realized it was of subpar quality and that I no longer wished to use this service. I went to their website and skipped my orders scheduled for 1/27/24, 2/3/24, and 2/10/24. I forgot to cancel my subscription completely, and on 2/17/24 I received another food delivery (Order #**********). Immediately after receiving this accidental order, I logged onto their website and fully cancelled my subscription, knowing that the previous order was a mistake on my part, and I did not wish to use their service anymore. I didn't realize it at the time, but no confirmation email was sent to me confiming that my subscription had been cancelled. All I have is a screenshot of my account page from earlier today, showing that my current subscription plan is for "$0.00" (see attached photo titled "Accout View"). That was several weeks ago. Today, 3/15/24, another package arrived on my doorstep from ****************************** (Order #**********), and when I checked my credit card statement, I had been charged for another $167.35 on 3/9/24. I contacted ******************************'s customer service live chat about this issue, and they agreed to refund me half of the amount of this order for approximately $86. However, I am seeking a full refund for the amount of $167.35, as I had previously cancelled my subscription and did not place the order for Order #**********. I asked the customer service rep to escalate this issue, and as of now, I have not heard back from his supervisor to resolve the issue. Please help me persue a full refund to my **** card ending in "4791" (confirmation from Order #********** is attached for reference). Also worth noting - I was unable to delete my credit card info from their account today, which feels like a predatory practice.

  

  Business response

  06/18/2024

  Hi *********, I'm very sorry to hear about this issue with our website and team. I will be reaching out directly to further discuss. 

   

  Thank you,

  Des

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid thousands of dollars to this company in the last ~14 months+. There were numerous issues from the beginning including problems with their website not working correctly that impacted my initial orders. I had constant issues with meals being wrong on various orders- sometimes many meals even on 1 order were incorrect. I spent time not only having to scour the orders due to the issues, but send emails, make calls and interact with their foreign language speaking staff to explain the issue to various reps. I was also asked to send pictures of the issue on numerous occasions, despite that making no difference in the issue improving or stopping. This company is despicable and made no effort to make me whole for my time and stress. I am asking for a refund for my time/stress and this is reasonable in light of the amount of my time that they stole while being perpetually incompetent and giving zero f*cks about rectifying anything. Flippant pieces of s***

  

  Business response

  04/24/2024

  Hi ******,
  Im very sorry for the lack of response and you getting caught in this rough patch. I do take 
  full accountability on failing to send an email. I reached out by phone in hopes to be able to 
  speak with you that way and was getting a busy signal. I just found my original follow up 
  was left in my drafts, which is my mistake for not double checking the send.
  I completely understand you updating your review as I would do the same, I do not blame 
  you after the frustrating experience you have had with our company. As for the BBB, I do 
  not see a notification from BBB so I will be following up with them as well. We ended up 
  losing our manager who handled these channels and it seems weve had some issues with 
  the emails being forwarded.
  We greatly appreciate the time and chances you did give us, we have been continually 
  working to improve while moving more towards a user led journey. We have ran into some 
  bumps in the road as youve experienced and I want to make sure this is made right for you. 
  Im going to refund 2 orders in full in the amount of $167.86 for a total of $335.72 and will 
  confirm with you once those are complete.
  I sincerely apologize for your experience all together. We appreciate you sticking with us 
  during the frustrating times.
  I hope this helps with some of the time youve lost in having to reach out to us for 
  errors. Please let me know if you have any further questions or concerns.
  Sincerely,
  Des

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am (was) a new customer. Ordered twice from them. The first prepared FRESH FOOD delivery was to occur on 1/12/24. I did not receive the shipment until 1/17/24, however, warm and clearly not edible. I threw it away, and requested a refund. My second order is supposed to be delivered today (1/19). Upon checking the tracking number, however, I see that *** has it scheduled for Monday by 7pm. Clearly, it also will need to be discarded as it shipped on 1/17. How ridiculous. Why isnt *** required to dispose of this box rather than deliver it when it will be several days late? It will not be safe to eat. I certainly know enough to throw it away, but what about all of the people who will risk eating it? Shouldnt the company bear some responsibility here by requiring *** to dispose of late deliveries? Definitely cancelling my membership, and requesting another refund.

  

  Business response

  01/23/2024

  Hi ****,
  
  Im very sorry to hear about your experience with the delivery of our service, due to the recent weather conditions and storms our couriers have run into some delays and I apologize for the inconvenience this caused. As you mentioned, *** and ***** are in fact instructed to dispose of these contents as they are perishable items, it is very frustrating for them to not be following procedures and Ive gone ahead and reached out to our shipping team to ensure our rep has eyes on this issue to investigate further. I was able to locate your account and can confirm your subscription has been cancelled as of 1/22/24 and our agents have refunded both charges, first refund processed on 1/17/24 and the second was processed on 1/22/24 which you should see back within **** business days. If you have any further questions or concerns, please feel free to reach out to me directly at *******************************************
  
  Sincerely,
  Des

  Customer response

  01/23/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up on Jan 14 then tried to cancel a few minutrs later as I did not like their meal selections. They made it impossible to cancel because "the cancelation tab is unavailable". They've charged my credit card and are conveniently unavailable by email to correct this because of email tech problems and delays. I do not want their service. I want a refund.

  

  Business response

  01/24/2024

  Hi *********,
  
  Im sorry to hear about this frustrating experience, I can understand completely. There was in fact a technical issue that our team worked to get fixed promptly to ensure the cancelation tab is available for our users. I apologize you had trouble getting through to our customer experience team originally but Im happy to find that one of our agents was able to assist you on 1/16/24 to process a cancellation of your subscription and a refund in the amount of $65.95 which you should see back within **** business days depending on your banking institution. There will be no further charges or deliveries unless you choose to restore in the future. If you have any questions or concerns, please feel free to reach out to me directly at *******************************************
  
  Sincerely,
  Des

• Initial Complaint

  01/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been unable to cancel subscription. The login page/website has been down for over a week. I submitted an email to f&l for assistance to login on multiple occasions. I have only received automated emails for future contact, but none followed. I have also been unable to change my login due to website issues for over two weeks. I made the unusual effort of actually calling the accounting office directly in *******, **. The person that answered said she could not help since she had no access to my account. Furthermore my credit card has been charged twice erroneously in January. I have been unable to view my subscription or to cancel it since 12/31/2023. To date, No callback or email has been provided to me as customer despite voicemail and several emails. my credit card was charged twice jan 2, which is an incorrect double charge, and once jan 8 for delivery of unwanted food. Lastly, their food quality has been inconsistent to mediocre, which is not as advertised. I wish a refund on the last three orders from jan 2&8 ($89.94 x3) and wish my subscription to be cancelled asap.

  

  Business response

  01/24/2024

  Hi *******,
  
  Im very sorry to hear of your frustrating experience with our website, there was an issue that our team experienced technical wise and worked hard to get that resolved as quickly as possible. Our customer experience team has received a large amount of communications and are doing their best to get back to each request as quickly as they can and I apologize you got caught in that. Typically, when our accounting team gets a call for our department they take down the information and pass along for a team member to reach out so I will be sure to follow up with them for that to continue to be the process. I was able to locate your account and can confirm you account has been cancelled as of 1/15/24. The charges you mention I am showing a charge on 1/1/24 for delivery 1/6/24, the second charge was on 1/5/24 for the 1/12/24 delivery and I can see how that can be confusing, I can confirm we have processed a refund for all 3 charges in January for a total of $269.82 on 1/18/24 which you should see back within **** business days. We appreciate the feedback on the quality of the food, we are always working to improve. Please feel free to reach out to me directly with any questions or concerns at *******************************************
  
  Sincerely,
  Des 

• Initial Complaint

  01/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I began a subscription to Fresh-n-Lean on December 29, 2023, and received my first set of 7 meals on Thursday, January 2, ****. There was no problem with two previous meals that I tried from this company, however, on Sunday, January 7, I ate the "Paleo unstuffed squash with chicken, cranberry, and walnuts". After eating this meal, I became very ill with stabbing stomach pains. I tried to sleep off the discomfort to no avail. Severe vomiting ensued around 2:30 am.I did a ****** search: ****************************** got me sick", and a BBB complaint showed that another subscriber to ***************************** also got sick eating this same meal on November 21, 2023. The company responded: "I greatly appreciate you sharing the name of the meal so that I can open a case with our quality assurance department to ensure that this is immediately and thoroughly investigated and addressed accordingly." Yet here we are and I got sick a month later on the same meal. STOP selling this meal and DO NOT EAT this meal if it is in your order. The fact that the company continued to sell this meal after the first complaint makes me question their ethical standards! It is 4:30 am on Monday and I am still experiencing these stabbing pains. When the company opens I will cancel my subscription and any pending orders. I am requesting a full refund, including shipping of $108.43. I cancel my subscription and any pending and future orders.

  

  Business response

  01/18/2024

  Hi *****,
  This is very concerning and disheartening to hear about your experience. We have specific procedures in place to ensure the safety of our meals and ingredients during production alongside extensive training to ensure our teams are well versed in the strict guidelines we adhere to. I am following up on the previous findings and have submitted a new report with high importance to conduct an investigation further into the ingredients. It is very hard to understand how that happened to be the same meal previously mentioned because these meals would have been made during different production periods with different ingredients as we produce our meals weekly. I deeply apologize for the discomfort you had to experience from this situation and the inconvenience this has caused. In looking at your subscription our team was able to process 2 refunds for both orders received on 1/9/24, which typically takes **** business days to return to your account depending on your banking institution. We reached out to our courier to stop and destroy the final delivery that was already processed by the time we were able to rectify. I can confirm your subscription has been completely cancelled and your credit card information has been removed from the account. If you have any further questions or concerns please feel free to reach out to me directly at *******************************************
  
  Sincerely,
  Des

• Initial Complaint

  12/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Nov. 17, 2023 I received my regular package of 7 meals from Fresh N' Lean. Most of the meals I placed in the freezer. I ate one of the meals (Paleo unstuffed squash with chicken, cranberry, and walnuts) on Nov. 21st. I immediately got very sick with diahrea, vomitting, fever, headache, etc. I tried home remedies until I could reach my doctor. I was waiting to speak with him but he had a death in his family and was unavailable. I went to Patient First. The doctor there said I had food poisoning and collitis/gastroenteritis, probably as a result of the food poisoning. I was treated with fluids given introvenously, and medication. I starting trying to reach Fresh N' Lean immediately after I was released. I feared that someone else might get sick from the food. I contacted them 3 times, with each email/letter marked "urgent". No response. I could not take a chance on the rest of the food and I threw it away and cancelled my subscriiption with the company on Nov. 29th. I would like a refund of the $101.43 that I paid for the food that ****** not eat and a commitment from the company to improve communications in urgent situations like this.A copy from the label on the food that made me sick is attached.

  

  Business response

  12/08/2023

  Hi *****,

  It's extremely concerning to hear of your recent experience. Ensuring the safety of our meals is a top priority, and we rigorously adhere to strict guidelines to guarantee this. I greatly appreciate you sharing the name of the meal so that I can open a case with our quality assurance department to ensure that this is immediately and thoroughly investigated and addressed accordingly. I sincerely and deeply apologize for the discomfort and inconvenience this has caused. I have issued a full refund for the payment that was charged for that order. You will receive that $101.43 refund within the next **** business days (usually about 3-5 depending on your financial institution). I can confirm that your subscription has been completely canceled. There will not be any further payments charged or deliveries sent. Additionally, I'm very disappointed that we were not able to address this issue sooner. Our customer experience team has received a very large influx of calls and emails and is working hard to get back to everyone as quickly as possible. We are working diligently to get to our normal quick response times soon. In the meantime, I will meet with the team to see how we can make adjustments so that urgent messages are pushed to the top and received in a much more timely manner. If you have any questions or if I can be of any further assistance, please don't hesitate to reach out to me at ******************************************.

  Sincerely,

  *****

• Initial Complaint

  10/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 10/6/2023, I enrolled in two subscriptions for weekly meal plans with Fresh n Lean. I chose the Protein Plus and Vegan Meal Plans. When I initially chose the plans on their website, they calculated a cost of $296. However, when I checked out, they changed the price to $340.88 with a $54.20 dollar discount. This morning, I saw that Fresh N Lean deducted my account and charged my card (ending in ****) two separate amounts of $216.79 and $178.29 for a total of $395.08. Fresh N Lean was completely misleading about the costs of these meal Plans. They initially quoted a cost of $296 for both meal plans, then at check out calculated a cost of $340.88 after deducting $54.20. At check out, I was led to believe that I would have $340.88 deducted when in actuality, I had $395.08 deducted from my card. They kept creeping up the price, and this is a very unethical company.I do not desire any services from this company in the future and want a refund of $54.20, which is the difference between what I was promised that Fresh N Lean would charge me and what they actually charged me. I want our subscriptions cancelled and never for them to charge my card in the future. Additionally, I want the meals which I have already paid for for the first week sent to me, but after that no other meals sent to me, due to the cancelled subscriptions. This is a very unethical company and I do not desire to do business with an unethical company. I have attached a copy of the order, as well as the amounts that were deducted from my account.

  

  Business response

  04/24/2024

  Thank you for reaching out to us!
  I sincerely apologize for the inconvenience this has caused you!
  I have issued you $54.20 refund. Depending on your financial institution, you should see the refunds 
  within 2-10 business days.
  If you have any questions, please dont hesitate to ask!
  Take care,
  ****************

  Customer response

  04/24/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************************
  
   
  

• Initial Complaint

  07/24/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had a order supposedly come in friday 21 delivered 1:21 pm so i asked my roommates has anything came also weird enough also the doorbell camera did not even go off now the first order was ok except for the last order and this time around they really messed up i call there customer service and i got 3 hang *** and its like they don't want to answer their phones so very unprofessional i get a hang up how am i suppose to rectify my issue if i get no response to nothing.

  

  Business response

  04/24/2024

  Hi ******,
  Apologies for the delay in response. We have received a large influx of calls and emails and are 
  working hard to get back to everyone as quickly as possible.
  I took a look at your tracking information for this order, and it looks like ***** has marked that 
  package as delivered on Friday 7/21 at 1:05pm (tracking number ************). Typically we are 
  unable to refund orders that are marked as delivered, however, as this is your second order and this 
  is the first time this issue has occured, I have gone ahead and issued a refund for the payment that 
  was charged for that order. You will receive that refund within the next 2-10 business days (usually 
  about 3-5 depending on your financial institution).
  If you have any questions, please let me know!
  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. ↩