Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/27/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I never received an email this week that the menu for this week was live and therefore I could have made changes or cancelled the week. Next thing I know they took money from my account and are sending me food next week. The meals are meals I would have never ordered. They have plenty of time to cancel the order if I called today, when I called they would not cancel my order claiming it is too late. Well they don't ship it until Monday today is Saturday.

  

  Business Response

  Date: 08/31/2022

  Hi there, we are sorry to hear about your experience. As stated on our website, we have a strict order finalization deadline of the Friday before your delivery at Noon CST. This is to ensure all our food is sourced properly and shipped out in the intended amount of time. We are unable to make changes to any orders after this deadline. Thank you.

  Customer Answer

  Date: 09/02/2022

   
  Complaint: 17784067
  
  I am rejecting this response because: I never received and email from you stating the menu was live for the week. I have ALWAYS received that email so I could make changes or skip the week. I was forced to pay for meals I would never have ordered. In fact I was forced to cook one of the meals and it sucked. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/07/2022

  Hi ****, thank you for your response. As we are unable to offer compensation via this platform, we encourage you to reach out to our support team at ********************************** or by phone at ************ for further assistance. 

  Customer Answer

  Date: 09/20/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me, but I did log this complaint so that homechef recognizes this issue and comes to some sort of compensation practice for future orders of home chef that *** accidently be charged and set to a customer not wanting. We hated trashing the food but the one was horrible and we had other things going on were we couldn't cook the other, We have since cancelled our subscription. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/17/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July I was given a $50 credit to Home Chef by my daughter. I got the food box and immediately cancelled my account by email Supplied by the company ************************************* On August 1, I entered the hospital for major surgery and was there for an extended period. When I got home there were several cartons on my doorstep with spoiled food from Home Chef. I called them immediately and sent two more emails.(attached) During this entire time I received no communication from Hone Chef. They did not respond to my emails. Today I got yet another carton from them. I called again. This time I was told that I am a liar. That they did send weekly emails to me and that I opened them all. This is impossible as I was in the hospital without email ability. This company has charged me $54.00 a week for 4 or 5 weeks. Im 72 living on social security with difficulty buying my medicine. Home chef has refused to refund any more than one carton. Please help me. This company is deceitful. They engage in tactics meant to enrich them at consumers expense by continuing to bill me well after they were notified to stop.

  

  Business Response

  Date: 08/31/2022

  Hi there, we are sorry to hear about your experience. It does appear that our team successfully responded to emails and messages sent during this time. We encourage you to check your Spam folder regarding these emails. Please do not hesitate to reach back out to our team and request to speak with a Supervisor should you need any additional assistance with this matter.

  Customer Answer

  Date: 09/01/2022

   
  Complaint: 17728737
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  I did check my spam and junk and deleted folders.  I received no email from you. I also spoke with a supervisor. I would like credit for three meals sent which I did NOT Order which were sent while I was in the hospital.  Your staff accused me of lying. They were very rude and intransigent.  

  

  Business Response

  Date: 09/06/2022

  Thank you for reaching back out. We are unable to apply credits through this platform--please reach out to our team at ********************************** or by phone at ************ for any further questions. 

• Initial Complaint

  Date:08/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was comparing meal home delivery services and checked in to 4 different companies. Home Chef website would not allow me to view the menu without first putting my credit card number into their site. I was leery about this but there was one other meal delivery service that also would not allow me to move forward to the menu without putting my card # into the website. So I did. Well today I find that I was actually charged on my card by Home Chef when I never authorized any charge and did NOT Order any food from them. I have called for a refund and to cancel the "subscription" I never authorized to begin with. Evidently this happens all the time because the customer service Rep said it does. This is the definition of fraud to me so I wanted you to know so that they are not allowed to do this any more.

  

  Business Response

  Date: 08/08/2022

  Hi there, we apologize for any confusion when browsing our site. As stated, once you sign up for our service and click "Sign up and Select Meals" you will be charged for your first delivery. Should you wish to view the menu without signing up for the service, you are always free to browse at no charge by visiting homechef.com/menu. 

  Customer Answer

  Date: 08/09/2022

   
  Complaint: 17686403
  
  I am rejecting this response because:

   

  I've used 5different meal delivery services and all the other meal delivery sites do NOT put your card through unless you actually hit a SUBMIT button.

  This is a serious issue if they can use my card without my approval.  I did not authorize the charge.

   

  Why is this the only site that just puts your card through like this?
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/10/2022

  Hi there, we apologize for any confusion. As stated in the sign up process, once you enter payment information and click "Sign up and Select Meals" you will be charged for your first order. Should you wish to browse our site without entering payment, you can always access our home page at homechef.com and menu at homechef.com/menu.

  Customer Answer

  Date: 08/10/2022

   
  Complaint: 17686403
  
  I am rejecting this response because:  NOWHERE on the website does it state you will be charged as soon as you enter a card number.  ALL the other websites do not charge unless you approve the charge and choose to sign up after picking meals.

  This is so deceptive and obviously they refuse to take accountability for it.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/08/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went on their website to view their meal options. I was required to enter my payment details to view any of their food. After viewing the meal options I decided that it was not a good fit for my family. This occurred on 8/4/22. I never confirmed my purchase. Instead I closed out of the webpage. On 8/7/22 I was charged the full amount. The charge went through on a Sunday. The only day you cannot speak to a representative. I emailed the company promptly and was informed that I viewed to meal plan on the wrong page. They will not refund my money. I do not want the food. I also never selected the meals I wanted. I have no idea what they are sending me.

  

  Business Response

  Date: 08/31/2022

  Hi there, we are sorry to hear about the confusion with our site. Once you enter payment information and click "Sign up and Select Meals," you are charged for your first box. We are always happy to compensate you for an unwanted order. If you prefer a refund rather than site credits, please reach back out to our team at ***********************************

• Initial Complaint

  Date:08/05/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an account with HomeChef and attempted to Cancel the account. The only option available on their website is to "pause" the account. I "paused" our account 6 months ago and they automatically reactivated the account. I was billed $80 for an order I never made after reactivation. We received no emails or correspondence from Homechef about the reactivation or the upcoming shipment/charge. Paypal notified me of the charge which I then looked into. Their customer service was able to help us reverse the order and change but made it seem like they were doing us a favor.

  

  Business Response

  Date: 08/08/2022

  Hi there, We apologize for the experience regarding the unwanted order. We can confirm that your account has been deactivated and no further orders will ship. Should you have any additional questions, please reach out to our team at ***********************************

  Customer Answer

  Date: 08/09/2022

   
  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,
  
  *******************************

• Initial Complaint

  Date:07/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Like others, I wanted to see what this company had to offer. Despite them saying otherwise, when you log in on your phone YOU MUST ENTER PAYMENT INFORMATION TO LOOK AT THEIR MENU ITEMS. There is nothing stating to go to another address to look at the menu first, as I tried it again on my husband's phone after this problem.I peruse the food, I'm trying to find things that we can eat, there is literally nothing. I have a medical condition so I can't stand, therefore, I can't **** any of this. I immediately went to cancel, and the website says "cancelling is easy!" IT'S NOT EASY. You can PAUSE your subscription over and over again, but you CANNOT cancel. I immediately clicked on "Chat With Us", which isn't chat, it's email. I sent an email to cancel immediately. By now, I'm panicking because this is the most dishonest, scammy website I have ever been on, especially for food delivery. I then followed the instructions to pause it until I can call customer service tomorrow.I log into my email and there is a message stating they're sorry to see me go, but I'm getting my first box!!! After going online and reading reviews, I see this is how this company works. I come here to see if the BBB can help me, and read the complaints only to find out I'm not alone.I sent three emails in response to the emails I received and I'm not expecting much. I "signed up" less than an hour ago and now I am stuck in this nightmare.I want my account cancelled and I want it in writing that it is done. Don't ask me to write customer support because I already did that - THREE TIMES. Just let me know when it's done.

  

  Business Response

  Date: 07/29/2022

  Hi there! We apologize for the confusion when signing up. Our menu can be viewed directly at homechef.com/menu. Please contact our support team at ********************************** or by phone at ************ and we would be happy to help cancel your account and first order for you. Thank you. 

  Customer Answer

  Date: 07/29/2022

   
  Complaint: 17640241
  
  I am rejecting this response because: I received an email from your representative, ***********************, stating that my account has been closed and my first order cancelled. His customer service was excellent and I appreciate the prompt, courteous reply that was extremely thorough.

  I typed out a lengthy, detailed message for you to review here on BBB.  Your reply makes it appear you didn't read it.  I would appreciate your confirmation in writing here that the information provided by *********************** is correct. 

  I have spent enough time trying to resolve this issue, and there is no reason to call.  I have asked for this information here, in writing, so I know it is done.

  Thank you.

  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 08/02/2022

  Hi there, according to our records your issue was successfully resolved by our agent ****. If you have any additional questions, please reach back out to our support team. Thank you.

• Initial Complaint

  Date:06/15/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 6 meals from this company totaling $66.87 for one week of meals. Then I got another email from Paypal stating that Home Chef debited my account for another $172.00. I reached out to home chef and they are saying I ordered a bunch of gourmet meals which I didn't! They are lieing! If that was the case where is my receipt? Where is the **** tracking number? I want my money back! You are a bunch of crooks!

  

  Business Response

  Date: 06/15/2022

  Hi there, we're sorry to hear about this confusion. We are a subscription service, so meals are shipped and billed weekly. Should you have any questions regarding this, our team would be happy to assist further at ************ or ***********************************

  Customer Answer

  Date: 06/15/2022

   
  Complaint: 17429882
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/14/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged and send food without authorization. They say that as soon as you sign up they process your first order. I sure don't remember seeing that verbiage anywhere when I created an account and all I was trying to do was get pricing to compare to other companies. Now I have food I won't eat that cost $40. And, I had to try to figure out how to cancel everything else. I was also set up on automatic payments thru Paypal which I then had to go into Paypal to cancel that. Very deceiving!

  

  Business Response

  Date: 06/15/2022

  Hi there! We're sorry to hear about that unwanted order. If you haven't yet, we encourage you to reach out to our support team so that they can further assist and help in cancelling your subscription. Thank you.

  Customer Answer

  Date: 06/18/2022

   
  Complaint: 17425942
  
  I am rejecting this response because:

  I've already contacted customer support and my account is already cancelled.  I did not order or agree to the order and would like a refund.

  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/20/2022

  Hello, thank you for reaching back out. In order to receive a refund for an unwanted order, this must be requested through our support team at ********************************** or by phone at ************. 

  Customer Answer

  Date: 06/25/2022

   
  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.  I have contacted them and have received my refund.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/26/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went on the Home Chef website to see what meal plans they offered. To see any meal plans I was required to enter all information including billing information. I was careful to not click anything placing an order. Upon checking my emails later, I discovered a 3-meal package was going to be delivered on June 2, 2022. I never ordered these meals and not one of the meals is even anything I like. I immediately signed on to cancel only to discover there is no cancellation option, only a pause option. I have the following statement on my account page: Your account is paused.You will not receive a delivery or be charged for future weeks.I am not asking for a pause on a plan I never wanted. Placed a call to a number I had to find through a search engine. I am still getting the "paused" your account through both emails and my account tab. I have asked more than once for my account to be closed. I never asked for or want to receive any products from this company. I only want the account completely closed. It gives me no comfort in having an account paused for "weeks".

  

  Business Response

  Date: 05/31/2022

  Hello! We apologize for any confusion. You can view our menu without entering personal information at homechef.com/menu. If you would like to fully cancel your account and remove your information, please reach out to our team at ********************************** or by phone at ************ and we would be happy to help. 

  Customer Answer

  Date: 05/31/2022

   
  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. I called the number and was assured my account is now completely closed as I asked from the beginning. Terrible company to deal with and their practices are sketchy at best.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The quality of service over the past few months is atrocious. Including their "support" which consists of ignoring any request or inquiry as to the reason for the decidedly decline in both food quality and customer support. The most recent events are as follows. Two weeks ago I received an email AFTER food arrived letting me know that a Bordelaise stew was shipped however they ran out of Worcestershire sauce and substituted tomato paste instead. Hard to make a reduction sauce this way and the meal was completely changed. I wrote them to ask why they NEVER HAD A RESPONSE. You will see that is an underlying theme for them. My meals are scheduled for Monday delivery. Yesterday I received an email from ****** not them, telling me delivery would be here today. Nothing from the people I am paying as to why or that it even happened. I wrote them to ask why I NEVER HAD A RESPONSE. Again this is the norm, not the exception. They have removed their chat feature and the only means of contact is via phone, which can yield very interesting results in language skills, or send a message. Which yields the previously described lack of response. Have had missing meals, missing ingredients not to mention limes as hard as a rock and dried out, potatoes that have large black spots that anyone could see BEFORE packaging. Meats on top of the chill packs, not in between them. The list has become ridiculous. It is as if they have given up in my area and not even trying. Assume they feel the credit for the missing meals or other issues still is cheaper than hiring competent help or providing any support at all. Trust me I know what trying to hire is like now. I run a manufacturing plant with over 300 employees and still, we are short-staffed. The difference is we care about the quality of our product and are not large enough to simply skate by on our name or our marketing skills. We simply have to work harder. A concept foreign to this company at this point

  

  Business Response

  Date: 05/26/2022

  Hello, thank you for reaching out. According to our records, it appears all communications received via email were responded to within 24 hours. Our associate, *****, credited your account for the above issues, and ******* later assisted in the requested cancellation of your account. If you have not been able to locate these responses, we encourage you to check your Spam folder. If you have any additional questions, please feel free to additionally reach our team by phone at ************. 

  Customer Answer

  Date: 05/28/2022

   
  Complaint: 17184592
  
  I am rejecting this response because:that is blatantly untrue. Have over 10 emails with no replies. Not to mention removing your chat option. The only replies you get are the simple ones. If any research or effort is required it simply is ignored. Wish you spent half as much on support as you do on marketing. Love the way you simply ignored the rest of my concerns. Definitely confirms everything I have addressed and you ignored 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 05/31/2022

  Hello, we have record of responses to all complaints submitted to *********************************** Should you wish to receive a copy of these responses, please call our team at ************ so we can assist further. Thank you.

  Customer Answer

  Date: 06/02/2022

   
  Complaint: 17184592
  
  I am rejecting this response because: You have the ones you responded to I have multiple emails that show NO RESPONSE. I will gladly share these with you as well. Again completely sidestepped your decline in support and removal of chat. That speaks volumes to your concern. Also did not even bother to address the substandard product included in meals, the last minute substitutions or just changing dates because you could not get organized enough to ship on time. Your words, not mine.

   

  You chose to concentrate on one small portion of the complaint and failed to address any other concerns. Which is basically policy with your "support" reps as well. Realize you will do nothing to change any of the issues a great deal are experiencing. With your aggressive marketing program it is more or less a pyramid system, just keep bringnig in new business and it will feed the profit margin. More's the pity.
  
  Sincerely,
  
  *********************