ComplaintsforHome Chef

Meal Prep

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Initial Complaint
04/19/2024
Complaint Type:
Product Issues
Status:
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.
Home Chef contacted me today about an order that I did not place. I do not want their service and have no intent of paying for services not requested. Their communication appeared today, fishing for a credit card number.
Business response
04/22/2024
Hi there, please contact our support team at ********************************** and we would be happy to help further.
Initial Complaint
03/18/2024
Complaint Type:
Billing Issues
Status:
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.
somehow I have an account on ********************** that I did not create (not sure it took info automatically from my computer) never received any notifications that I had an account or placed an order. Then my bank account goes negative because they charged my account when I never authorized this . I cancelled my account but now am out $180 . I've sent several emails no responses.
Business response
03/19/2024
Hi there, please contact us at ************ so we can take a further look into this. Thank you!
Initial Complaint
03/06/2024
Complaint Type:
Delivery Issues
Status:
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.
I have been a long term customer with **********************, ordering weekly meals for over a year. Now everytime I receive a shipment it is damaged, missing ingredients, or multiple meals altogether!! They offer refunds, but I order these meals as a convenience for My family and I, but it becomes an inconvenience when I dont receive what I ordered . Can they guarantee my meals are all there, and in good condition with packaging??
Business response
03/07/2024
Hi there, we are sorry to hear you have been receiving incomplete or damaged packages recently. We will be sure to let our production team know. If you have any additional issues arise, please contact **********************************.
Initial Complaint
03/04/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I was a member of until 8 months ago My husband and I turned vegetarian.We received 2 boxes on our porch and I called to have them picked up but no return call. I donated it to a Church.They charged me $178.73 I contacted my bank and they reversed the money but then charged me again.I've called 4 times today and talked with 1 person who hung up on me.Kind regards,***************************
Business response
03/05/2024
Hi there, thank you for letting us know about this. A member of our team should be getting back with you within the next 24 hours. Feel free to send an email to our team in the meantime, at *********************************
Initial Complaint
02/28/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I love the food of Home Chef. But starting last March, a year ago, there were mistakes. Ingredients missing. But my main issue is they dont send the instruction recipe cards. And for the past few months it has been happening just about weekly. It happened again today. (************ from **************** emailed me telling me maybe I should take a break from Home Chef. I was also sent instructions how to cancel my Home Chef subscription). All I want is for them to send me the recipe cards showing me how to cook this food. I guess I have to quit Home Chef because I t seems they dont want me as a customer anymore? I was also told by ************ that they are not required to send me instruction sheets. But, I cant cook. They always tell me to go to the instruction sheet on the internet. I keep repeating myself. 1. I dont want my phone close to where I cook. I dont want meat juices, or stove heat close to my phone. 2. The recipe print is too small to read easily. 3. The phone keeps turning off all of the time, as I cook and struggle to deal with this. 4. I dont have a printer. I am dependent on these hard copy instruction sheets. I dont understand why in the past they were able to put the direction sheets in the box every week. And now they are not able to do that? Ps: ************ Just emailed me now, and told me to pause my account because of they not being able to provide recipe instruction sheets.).
Business response
03/01/2024
Hi there, we apologize for any frustration the recipe cards have caused. The physical cards are a courtesy and not included in your weekly subscription as we do have all recipes and cards available online. We encourage you to utilize our menu pages and the Cookbook feature in your account should you not receive any physical cards.
Customer response
03/04/2024

Complaint: 21361071

I am rejecting this response because:
One of the selling points of these food businesses is that they have full color, step-by-step, instruction sheets included with the box of food. All of a sudden now, they change it so that it is a courtesy? And they now send people who do not know how to cook, food, without including these full color instruction sheets that show you how to cook the food? In all of their advertising, they showcase, these color recipes sheets. I have been with Home Chef for over 10 years, and until a few months ago, I always received the instruction sheets. Then it became worse, and now it is a rare week when they actually include them. Again, I mentioned before. 1. I do not have a computer printer, so I cannot print them off of the website. 2. I have an apple cell phone. It turns off every 8 seconds unless I am using it. So as I do a step, with meat juice on my fingers, I have to keep logging into the phone, then I have to go to the website again. Meanwhile as I am doing this, my mind is not on what is cooking on the stove. Then I cant read the small text on the phone, I get meat juice on the phone as I try to make it bigger to see. Then I have to stir the pot and when I come back to the phone, it has turned itself off again. And my phone is a mess from my fingers in the food. When I have the instruction sheet, I hold it in my hand, and I keep glancing at it, and I do what it says step by step. No problems at all. I dont understand why they just cant include the instruction sheets like they have been doing the precious 9 years? And the way they advertised their service when I started it. I used to tell everyone about how great Home Chef. But no more. Wow! Every time I have to use my phone to look at those recipes on their website, it is a nightmare.

Sincerely,

***********************
Initial Complaint
02/03/2024
Complaint Type:
Billing Issues
Status:
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.
It was impossible to cancel my subscription so I skipped meals for months. Well, my subscription started up again. They picked meals I would NEVER eat and charged me ***** for 3 meals for 2 people; an increase of $25.98!!! They picked more expensive premiere meals. I don't want my meals and I want to CANCEL!!
Business response
02/05/2024
Hi there, we are sorry to hear you've had trouble cancelling. In order to stop automatic orders, you will need to click the "Pause Subscription" button in the Account Settings tab. Please contact our support team at ********************************** and we would be happy to assist further.
Initial Complaint
02/01/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On Jan. 19, ****, I placed an order with Home Chef for a few meal kits and ready made items. One of the items I ordered was white cheddar ************* When the items arrived on Jan. 24, I saw they had sent me Smoked Gouda ************* I went back to their site and compared photos to what I received, I clearly got the wrong item. I reached out to the company to explain the issue and seek a refund: the item described and the item received were a mismatch. Despite 5 back and forth emails - with photos - this is still unresolved. I am seeking a full refund and believe their website needs to correct its false advertising.
Business response
02/05/2024
Hi there, we apologize for any confusion. Please contact our support team at ************ and a manager would be happy to assist further.
Customer response
02/09/2024

Better Business Bureau:

After additional attempts on my part to reach out to Home Chef, they finally responded. They issued me a refund, which is what I was seeking.
I am satisfied with the businesss response to complaint ID ********,
Sincerely,

*************************
Initial Complaint
01/26/2024
Complaint Type:
Product Issues
Status:
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.
I was charged for and received a home delivery meal kit that I did not purchase or request in any way. I contacted Home Chef directly and they would issue a full refund.
Business response
01/30/2024
Hi there, we are sorry for any confusion--once entering payment and going through the sign-up funnel, you are signed up for the subscription. We would be happy to help cancel your account and help further, please contact us at ***********************************
Customer response
02/02/2024

Complaint: 21206379

I am rejecting this response because:

I ordered one box of food in 2021. After that box I cancelled my subscription. I received no other boxes of food until this one showed up. The snapshot of my account is attached.
I notice that my account now says paused. When I spoke to the representative on the phone after we received the unwanted delivery, I was under the impression that my account was closed, not paused.
We did not order this food. We did not go on the site prior to this delivery since 2021. We are now a family of 2, why would I order food for 4?

Sincerely,

*******************
Business response
02/05/2024
Pausing your account successfully cancels any further orders unless you are to manually go into the account and request a delivery or un-pause the account. Should you have any additional questions, we are happy to help at ***********************************
Customer response
02/06/2024

Complaint: 21206379

I am rejecting this response.
I reached out to the email provided prior to this latest message. During this email exchanged, it was exactly the same as my previous experience. I was continued to be told that I reactivated my account when I absolutely did not. I was given 50% of my money back. However this continues to not be acceptable to me as I did not ask for the product to be delivered

Sincerely,

*******************
Business response
02/07/2024
Hi there, we apologize for any inconvenience. When an account is reactivated, whether accidental or not, as we are a subscription service the product will be automatically sent out. Our terms and conditions state any unwanted yet ordered delivery is eligible for a 50% refund. We are unable to assist further if your 50% refund has already been processed. Please contact our team should you have any additional questions.
Customer response
02/10/2024

Complaint: 21206379

I am rejecting this response because:

It was your system that sent the unwanted order, not an accident on my part.
I reached back out to your customer service as per our exchange on here. A 50% refund was processed without me saying yes, that was fine. Because my expectation is 100% refund.
if you were able to give me 50%, you certainly are able to process the remainder of the balance.
50% is unacceptable.
Sincerely,

*******************
Initial Complaint
01/13/2024
Complaint Type:
Service or Repair Issues
Status:
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.
same old story which appears to be modus operandi for Home Chef.im surprised Kroger allows such practices.First the bait and switch. ******** ad lists meals for under $5.When finally getting to menu, meals are in excess of ten dollars and subject to a minimum!Canceled according to instructions with no order placed.i was charged a recurring $51.43 via Psypsl, which Paypal readily refunded.
Business response
01/16/2024
Hi there! We are glad to hear you received a refund for your unwanted order. In the future, to avoid signing up for the subscription and make sure you are ready to place an order, you may access our menu at homechef.com/menu.
Initial Complaint
11/29/2023
Complaint Type:
Billing Issues
Status:
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.
I signed up for Home Chef 9 days ago & then immediately canceled my account (also 9 days ago) after reading multiple bad reviews about this company & the fact that they don't practice ethical account management. I read that the don't actually cancel customer accounts & just keep billing the customer. They did just this! Ignoring my canceled account. My account has been canceled for 9 days. They just shipped food out to me today. I DID NOT AUTHORIZE THIS CHARGE & demand that my account be permanently deleted from their system.
Business response
11/30/2023
Hi there, we apologize for any confusion. An account needs to be paused after our order finalization deadline of Friday at Noon CST to avoid any additional orders processing. Please contact our support team at ********************************** for assistance in managing your account.

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