ComplaintsforFresh n' Lean

• Initial Complaint

  09/18/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 29th, 2021 I purchased the Paleo meal plan from Fresh N' Lean and received my boxes for several weeks. After a few boxes, I wanted to stop the service so I went onto the website and thought I had cancelled, but it appears perhaps I "Skipped", which I thought would pause the service. Around 9/12, I received an email that my Order was being prepared and would ship, and I contacted them immediately indicating I did not want to receive the shipment. They indicated to me that it was past the time, which was frustrating because the order says "in process", so I asked for my plan to be cancelled and this would be the last shipment of food. Friday, the box arrived and my leasing office of my building complex told me the box was very damaged, which I then took pictures of. I contacted Fresh N' Lean, and they said they would ship another box of food, or give me store credit. I said I didn't want the food and discontinued, but they refused to refund full cost but only 30%. Terrible

  

  Business response

  09/22/2021

  Hi *******,
  
  I left a voicemail for you, but I wanted to reach out via email as well in case that is a better form of communication for you. I wanted to touch base with you regarding your BBB complaint. I was extremely disappointed that this was the experience you had with us.
  
  Unfortunately, the representative you spoke with was not clear on our policy regarding damaged deliveries. We always issue full refunds for damaged deliveries, as we take the safety of our customers very seriously and we do not recommend consuming meals that arrived in a box with compromised insulation.  The representative you spoke with has been corrected and is aware of our proper policy moving forward.
  
  That being said, I have issued a refund for the remainder of the payment you made for this damaged delivery. That refund was for $111.65,bringing us to the full refund of $159.50. I had a credit memo emailed to you that will reflect this refund (this was sent to the email address listed on your account: **********************).You will receive that refund within the next **** business days (usually about 3-5 depending on your financial institution).
  
  Im very sorry for this inconvenience. Please let me know if there is anything else that I can do to help. You can also reach me on my direct phone line at ************** if you would like to give me a call.
  
  Sincerely,
  Katie

• Initial Complaint

  09/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This website entraps people into subscriptions. I was told as long as my account was inactive I would not receive charges and shipments. I contacted the vendor because the website was re-enrolling me in shipments after I opted out. They refused to stop the latest shipment even though my card charge was pending and the order had not yet been processed or shipped. They did not offer me any solutions, refunds or ways to return the meals. The last shipment was ******. That is the only shipment from them that I did not authorize and i want my money back. I had to change my credit card number with my bank in order to ensure that this does not happen again causing much inconvenience.

  

  Business response

  04/24/2024

  Hi *****,
  I am writing in response to your BBB complaint. I wanted to touch base with you about your
  experience with our service. Im terribly sorry to hear that you had a tough time. The goal of our
  service is to make things more convenient for you, not to cause any stress or frustration.
  I went back and listened to the phone calls you had with our customer service representatives and
  took a look at your account to get a better understanding of what happened here. It looks like you
  had two subscriptions with us. On Thursday 8/5, one of the subscriptions was set to skip deliveries on
  Friday 8/13 and Friday 8/20. However, there were no skips made for the other subscription. The last
  skips requested on that other subscription were made on Friday 7/30 to skip deliveries on Friday 8/6
  and Friday 8/13.
  On Monday 8/16, there were requests made to skip deliveries on Friday 8/27 and Friday 9/3. As this
  was past the Saturday 12pm PST cutoff time to skip the following Fridays delivery, the online portal
  did not list Friday 8/20 as a skip option.
  Per the company policy, the representatives you spoke to were not able to issue a refund for the
  payment that was charged for 8/20s delivery, nor were they able to stop the delivery, as it was well
  past the Saturday 12pm PST cutoff time. However, upon reviewing your whole situation, I do see
  where you are coming from here and I do understand your frustration. Bearing that in mind, while
  also truly wanting to leave off on a better note, I will be issuing a refund for that last payment that
  was charged. I will have a credit memo emailed to you that will reflect this refund. You can expect to
  receive that refund within the next 2-10 business days (usually about 3-5 depending on your
  financial institution). I hope this helps to reset the experience you had with us. If you have any further
  questions, comments, or concerns, please let me know! Im here to help however I can.
  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. ↩