ComplaintsforFarm Fresh To You

• Initial Complaint

  01/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I walked into a local Bel Air grocery store back in December of 2023. There was a women promoting Farm fresh to you as a produce delivery service. She was engaging me trying to get me to sign up for this custom made delivery service. I told her I would need to think about it, and could I just visit a website. She told me there was no website, and if I wanted to take advantage of a special 10 off promotion, I would need to provide my information. I asked her repeatedly if I would be charged because I didn't feel comfortable leaving my info. She adamantly told me no, I would not be charged because this was a custom order service where you pick out your own produce, and that I would nit be charged. I never authorized and type.of service or made any selection. Yesterday, (1/11/24) I received a box of produce on my porch that I never ordered or authorized. I called the company, said I never ordered this please take.it back and delete my information. ******* said ahe couldnt return it. I told her that I never aigned up for this and I shouldn't have to pay anything. I immediately placed a hold with our bank for this crooked business. I also looked them up in line, and see multiple people filing complaints on them as a scam and an over all corrupt business. Thank you

  Business response

  01/18/2024

  Per the customers account history, they signed up for a Regular Mixed Fruit and Veggie box subscription on 12/19/2023 at 12:56pm. The Terms of Use were accepted and the customer opted into Text Notifications. The First Delivery date shows as Jan 11, **** and there is a confirmation signature, see attached screenshot. A Welcome Email was sent on 12/19/2023 to the customers email address on file, *************************** confirming their delivery address, type of farm box service, delivery day and other details of how the service works, including the overnight delivery hours. At 10:44pm on 1/10/**** their farm box was delivered to their address. On 1/11/**** customer called customer service to indicate that there was a miscommunication about how the service and delivery was going to work and the account was closed per the customers request; no further deliveries will be made. For food safety reasons, once the fresh produce has left our pack facility, it cannot be returned. The customers account has been notated so that no further contact is made. The customers complaint has been given to the Sales Supervisor who indicated that they will address it with the employee. We have delivered fresh organic produce via subscription service for over 25 years and our goal is for customers to be satisfied with their deliveries and their interactions with the company.

  Customer response

  01/18/2024

  I am rejecting this response because:

  I was specifically told I would NOT be charged for anything until I made a selection. After I got home, my husband and I decided against it as it was a bit on the pricier side. I thought I had unsubscribed from the account as we were no longer interested. Definitely a huge suprise when a box of produce arrived at our door that we never even sected or ordered. I gave my info to the sales person only because she was nice, AND she specifically said I wouldnt be able to set set this up on line with outva dis ount code IF we decided to do this. Major miscommunication or whatever you want to call it. We looked online and apparently there are several bad reviews and complaints about this company and their business practices. 

  
  

  Business response

  01/19/2024

  The customer's credit card charge of $27 from 1/14/2024 has been refunded to the card on file. This transaction was initiated on 1/19/2024 and, depending on the customer's credit card processor, should show on their card statement in about 3-5 business days.

  Customer response

  01/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up on Feb 20 for a box on Feb 23, when I signed up in person I advised that I lived an an apartment complex with a gate and they needed a code, and if the code wasnt working to call me directly. When the delivery man showed up he put in the code, it rang to my phone for a minute and before I could answer he hung up and did not call me. The next day after contacting customer service they said he had tried multiple times to contact me with no response which was not true and left my package outside the gate at our apartment complex. At that time I tried to cancel and was told i couldnt until I had my next box. I received a confirmation email of delivery for the second box, which was not something I received for the first one left on the street. When I received order 2 it contained bruised and wilted produce, some of which was not edible any longer, at that point I was able to finally cancel. Today is 10/11/23 and I received a phone call from Farm Fresh to You attempting to solicit me back into being a customer, when I advised what had happened and that I would never order from them again the man offered me yet again, $10 off to sign up again. I tried to find a ****** page to leave a review, when I couldnt I called and spoke to ***** who at first refused to give me her name, saying this is farm fresh to you after asking for her name multiple times. She laughed at me when I told her that I was very upset by the audacity of a business to treat customers so poorly and then reach out months later to offer me $10 off when I spent upwards of $50 on food that was spoiled and left on the street.

  Business response

  10/18/2023

  Reviewing the customer's account history and phone recordings, we have determined that their first delivery on Friday 2/24/2023 was placed at the call box due to a gate code issue. A customer service representative called ************************ on Monday 2/27/2023 and left a voicemail to explain and seek instructions for future deliveries. The customer called on 3/10/2023 to cancel their subscription, by which time their next scheduled delivery was in transit. The customer service representative offered to provide an account credit of $37 which was agreed to and applied. On 10/11/2023 a sales representative called ************************ to ask if she'd like to resume service. Since the customer is not interested in future deliveries, the account has been notated so that there will be no further outreach. In addition, a check refund of $27 (the full amount paid by the customer, see invoice she included in attachments) is being processed and will be mailed to customer's address on file to reimburse for the produce she was unable to use.

• Initial Complaint

  08/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I signed up for a fresh produce delivery service. I decided it wasn't for me. I went to the website, my account, and there was no way to cancel. So, I replied to one of emails and asked to cancel. I received another delivery. I went to the website again to see if I missed something. I still couldn't find a way to cancel. I tried to delete my credit card on file. It wouldn't let me. So, I called my credit card company and had them close the card so it couldn't be charged. I received a "your credit card isn't working" email. And then I got another delivery. I thought that maybe the company just had delays between bill processing and delivery "signals". I got another "your credit card isn't working email". Then I got another delivery! I emailed and called the company asking to cancel. I finally got confirmation, but then received a bill for the three deliveries. I tried calling but no one is there. I've received a "you are past due" email every day since. Please help! How can they send me stuff without a payment method and then bill me later? This isn't a "try it and then pay later service", it's a subscription service. They shouldn't have sent me the boxes without a card on file, especially since I sent them multiple cancelation requests.

  Business response

  08/30/2023

  On 8/22/2023 the **************** Manager reached out to ******************** and they settled on a billing adjustment. Farm Fresh To You paid half the balance and ******************** paid half the balance. The account had been closed on 8/19/2023 per the customer's email request. No prior phone calls from the customer were recorded in our phone system and, upon discussion, ******************** stated that she called a different phone number *************) than is in use by customer service *************). The subscription service continues until a customer requests to cancel, therefore additional produce boxes had been shipped. At this time, we believe the issue has been settled. We can provide additional information, if requested.

  Customer response

  08/30/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  07/10/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Company failed to deliver ordered products and failed to respond to any of many communications on the subject over nearly a week after the date delivery was scheduled. Several days after failing to deliver the products, the company charged me in full for the items they did not deliver. After numerous attempts to contact the company for resolution and refund, I have received NO response, no products, and no refund.

  Business response

  07/14/2023

  An account was located for the customer, first created March 2019. Customer placed an order on 6/29/2023 for a delivery date of 7/5/2023. The order was mistakenly delivered to ************* instead of the customers address ************* On 7/6/2023 the customer submitted a missing box ticket to customer service. This ticket was not worked by an agent before the weekend, and on Sunday 7/9/2023 normal post-billing occurred and the amount of the order, $45.15, was charged to the customers payment method on file. On Monday 7/10/2023 the customer submitted email requests for a refund at 10:47am, 10:52am, 11:57am and 12:18pm. At 10:53am an auto-reply was sent to customer stating a personal response would follow and indicating that Live Chat and telephone (hours and ph # included) were additional options to contact the company. Tuesday morning 7/11/2023 customer service was notified of a ******************** complaint, reviewed the account, issued a refund in the amount of $45.15 to the card on file at 9:10am, left a voice message for the customer, apologizing and explaining the situation and sent an email follow up summarizing what happened and that a refund had been processed.

  Customer response

  07/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  08/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Before moving I put my account on pause for allowed 90 days. Found out through email that they did not honor pause and started delivering to new home that we were not at yet. I wrote to company requesting no payment for their error and I don't know what happened to box. They said they would cancel my account. I haven't use it in years. Assuming promotional emails and access to account was normal. Never canceled account before. Find out they never canceled account when I tripped over box delivering and injured my back. Next email was them asking for money for a few boxes. Not sure what is going on on their end. I emailed a few times to customer service, but no replies. All I get is emails demanding money. I canceled service, I stopped service, and they keep sending boxes and ask for money. I even have an email from a few months back saying they would not send any boxes until hey are paid for box I never got and they told me I didn't have to pay for.

  Business response

  09/01/2022

  
  Customer account was located. On 8/23/2022 unwanted delivery was credited ($35) and account was cancelled by CSR; customer was emailed confirmation of both actions as well as $0 Account Balance. To complete action items in Desired Settlement, customer account Attributes were updated 8/29/2022 to ensure no further contact from company.
  
  
  Background:
  Customer had been logging in to skip deliveries for multiple months. On 12/30/2021 customer entered a new address and updated their subscription which included a delivery start date of 1/5/2022. On 1/9/2022  customer  emailed in response to a credit card declined email stating they did not understand why they were being billed. On 1/10/2022 CSR replied that a delivery had been made on 1/5 and to please advise if not received. On 1/19/2022 customer emailed to state did not receive 1/5 delivery. On 1/19 CSR removed charges and emailed customer this information, as well as to ask whether due to inactivity customer wished to keep account open or to close. Customer did not respond. On 4/26/2022 customer logged in and skipped deliveries through 7/20/2022. Between 5/18 and 6/8 automatic emails were sent advising customer of credit card expiration. On 8/3/2022 customer emailed asking why a box was delivered and stating they replied yes to end account. There is no record of such an email on the account. On 8/4/2022 CSR emailed customer about expired credit card, but did not address unwanted box issue. On 8/7 and 8/14 automatic emails were sent advising customer of declined payment for 8/3 delivery. On 8/14/2022 customer emailed that they were confused and angry about 8/3 delivery and billing emails. On 8/23 CSR attempted to call out but phone number was invalid. CSR took actions as stated above to credit, cancel and email customer.
  
  
  

• Initial Complaint

  11/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a subscription to Farm Fresh To You for produce and grocery delivery. Because of increased crime in our neighborhood the *** where we live voted to not allow outside delivery services having keys to access our ***s security gate. When we reached out to cancel and get our key back, Farm Fresh To You refused to return it. Now, because they are refusing to return our key, the *** is considering the need to rekey the security gates at our expense.

  Business response

  12/09/2021

  Our apologies for the miscommunication and delay on the return of the key. The key is being returned to the customer with an ETA of Friday December 10.

• Initial Complaint

  10/01/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They billed my dad for 5 boxes of fruit that he did not request. He previously called to cancel their service, and instead they paused his service for 90 days then resumed. He was in the hospital while they were shipping weekly boxes to his house. I have proof of his stay in the hospital. I called the business to request a refund and confirm that they cancel his subscription and they refused.

  Business response

  10/14/2021

  On 5/17/2021 customer, called customer service to request that his deliveries stop for a while. The customer service representative offered to skip deliveries for 90 days which he accepted. She said deliveries would resume in August to which customer replied sure. She asked if August 20th was okay and he said, yes, by then I should get my check. She confirmed his email address by spelling it out and then repeated that his next delivery would be August 20th to which he replied, perfect.
  
  Regular Fruit Only orders were delivered 8/20, 8/27, 9/3, 9/10, 9/17 and 9/24 and payments processed normally, including outbound emails to customer that boxes were ready to customize prior to delivery and that each payment was processed.
  
  9/27/21 customer called CS and stated he had asked for the account to be closed and wanted a refund for 5 boxes that were delivered. CSR responded that it appeared the account was placed on hold and then deliveries resumed. He replied no, it was supposed to be cancelled. CSR said she would check the phone call from May to determine what was said. CSR cancelled account at this time.
  
  9/30/2021 customers daughter called and stated we took advantage of her father and they want their money back. CSR offered a refund for 2 boxes. She was not satisfied and wanted to talk with a Supervisor. CS Manager called customer's daughter back and she asked for the call recording from May. She also stated that her father called back between May and September to cancel. There are no notes on the account, and a search of the InContact phone system found no calls from either of customers phone numbers between May 17 and Sep 27. **************** manager offered to refund 3 boxes as a courtesy and scheduled a time with customer's daughter to speak the following day after she had a chance to listen to the call recording from May. The call recording was emailed to customer and to his daughter.
  
  10/1/2021 **************** manager called customer's daughter and left a voice message, including when he could be reached Friday or Monday to discuss the matter.
  
  10/5/2021 There has been no response from customer or his daughter. A refund for 3 boxes totaling $102 was processed to the card on file.
  

*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. ↩