Customer ReviewsforTrifecta Nutrition, Inc.

I want to address some important details that were not included in your review, to clarify the situation.
When you first contacted us from an iCloud email address, our system could not find an active account linked to that email. To ensure we could assist you correctly, we responded promptly, requesting additional information such as your subscription number or the email address associated with your account. Unfortunately, we did not receive a response to our request.

On July 22nd, we received another email from the same iCloud address, again asking to cancel the account. We responded on the same day, again asking for the necessary details to proceed with the cancellation, but did not receive a response.

We strive to provide prompt and effective service, and our team made multiple attempts to obtain the information needed to fulfill your request. We regret that we couldn't resolve this matter sooner due to the lack of response.

As mentioned in our previous email correspondence, we would be happy to offer you a 50% discount on a future order if you decide to try our service again. We value your business and would like to make things right.

Hello *******,

I reviewed your past correspondence including the phone conversation you had with our agent. On that call, she informed you she would fully refund the box of food that was compromised due to the heat (which she processed during the call) and that she would issue a 2nd, partial refund on the 2nd box to match your 50% discount you were intending to utilize on the first box. You confirmed all of the above and said, "Thank you". I'm happy to share to the recording as well.

Later in the call, you asked her to cancel the subscription, which she promptly did over the phone for you.

Canceling the subscription does not cancel any order that has already been charged and entered into production. It simply deactivates the recurring billing cycle to prevent further orders from being processed. So when you canceled, the second order that had processed prior to you canceling, becomes your final delivery.

With all this said, I will still process the refund you on your second delivery. I'm sorry the experience did not meet expectations and hope you can give us another chance in the future to make things right!

Dear ******,

Thank you for bringing your concerns to our attention. We understand how frustrating this situation must be for you, and we appreciate the opportunity to address your complaint.

Upon reviewing your account, we found that the initial cancellation request was processed when you first contacted us as you mentioned. However, our system records show that the account was reactivated later that week by by the customer. Please note that only the account holder or someone with the account login credentials can reactivate the account through the login screen. We have precise timestamps indicating when this action occurred.

If you did not reactivate the account yourself and suspect unauthorized access, it would indeed be classified as a fraudulent activity. In such cases, the standard protocol is to contact your financial institution to report the fraud. Banks and credit card companies have established procedures to handle such issues and can assist in disputing the charges.

We apologize if the interaction with our representative was not up to your expectations. We strive to provide excellent customer service, andI can assure you that if you believe the timestamp of reactivating the account was not done by yourself and was unauthorized, then the advice the agent gave you was correct and sound.

We value your feedback and hope this clarifies the matter. Should you have any further questions or require additional assistance, please do not hesitate to reach out to us.

Dear ******,

Thank you for bringing your concerns to our attention. We are very sorry to hear about the difficulties you have experienced.

We would like to clarify that we do not require any payment information to view our meal options. Our meals are published directly on the front page of our website under the "Weekly Menu" section, allowing all visitors to review them without entering any personal information.

Upon reviewing our records, we found that your 2nd order was placed prior to your contact to cancel your account. We also have timestamps indicating that you contacted us to cancel the order less than 7 days before the scheduled delivery. Unfortunately, this was after our cutoff date for stopping the second delivery, and we regret any inconvenience this may have caused.

Regarding your cancellation request, we strive to handle cancellations promptly and accurately. We apologize if there was any misunderstanding or if our service did not meet your expectations during your interactions with us. It's also important to note that we did issue you a full refund of your first delivery as part of our satisfaction guarantee he offer.

We value our customers and aim to provide a positive experience for everyone.

Best regards,

Dear ******,

Thank you for sharing your candid feedback with us. We are sorry to hear about your experience and regret that our meals did not meet your expectations.
We strive to provide a variety of high-quality meals, and it is concerning to hear that you received six identical meals out of the seven in the Chef's selection. This is certainly not the standard we aim to uphold, and we will investigate this issue to ensure it does not happen again.

Regarding our billing, we charge 6 days in advance of the Friday delivery date (The Saturday prior). We apologize if this was not clearly communicated and for any inconvenience it caused.

We are also concerned to hear about your difficulties in reaching our customer service team. Our goal is to provide timely and effective support to all our customers, and we regret that this was not your experience. Our records show you left us a message and re responded to you the very next business day.

If you believe our service was misrepresented, we understand your decision to dispute the charge with your credit card company. We take such feedback seriously and will use it to improve our services and communication. We value your feedback and are committed to resolving this issue.

Dear ******,

Thank you for sharing your feedback. We are sorry to hear about your experience with our service and regret that our meals did not meet your expectations.
We understand your frustration with the unexpected charge and delivery. When you deactivated your subscription with our representative, the final order had already been processed, which is why you received a confirmation email stating that you would receive one last order. We apologize if this was not clearly communicated during your call, and we regret any confusion it caused.

Our policy is to notify Trifecta within 7 days or greater to cancel without another order being processed. Unfortunately, once an order enters the production phase, we cannot cancel it. I also want to stress that this isn't simply 'policy'. Pulling/canceling an order after it enters production is not something we can accommodate due to the nature and scale of our nationwide operation.

We strive to provide high-quality service and deeply regret that this was not your experience. Our team is dedicated to ensuring customer satisfaction, and we apologize for any inconvenience you encountered. We will review this case to improve our communication and processes.

Thank you for reaching out with your concern ****. I looked into this and I am sorry to see that ***** was held up for some reason and while yes it did arrive within the delivery window, the meals were not in acceptable shape by then. I see that our rep issued a refund for the entire order. I can assure you that the message 'have a great day' is genuine and part of how we train our reps to try and leave our customers with a positive experience. Since the refund has been issued and the account deactivated, please feel free to reach out if there is anything else that we might be able to help with.