ComplaintsforHome Chef

• Initial Complaint

  10/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I just wanted to get the word out about the steakhouse burgers I got extremely bad food poisoning from it. I bought a few packages from smiths.

  

  Business response

  10/10/2022

  Hi there! We're very sorry to hear about your experience. We take food-related illness very seriously and would like for you to reach out to our team so we can further address this. Please contact ********************************** or ************. Thank you!

• Initial Complaint

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a discount coupon in the mail from Home Chef that said "$169 value 17 free meals using discount cod AAA17. When I tried to use the couponI received in the mail, i was not able to. I contacted the company Home Chef and I was told that this coupon offer requires me to make a purchase first, although on the mailer I received there is not one word on there saying I would be required to pay something first. The company is sending misleading advertisements to me, and i would like for this to be corrected.

  

  Business response

  09/20/2022

  Hi there, as we are an automatic subscription company, payment information is needed upon sign up. You will be able to utilize your coupon code at sign up along with inputting your payment for your first order. If you have any additional questions, please reach out to our team at ********************************** or by phone at ************.

  Customer response

  09/22/2022

   
  Complaint: 18048263
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Two weeks ago, I contacted Home Chef through their online-only contact form. I informed them I had two subscriptions, not sure why and I wanted them BOTH CANCELLED! I did not want to be charged any longer and no longer wanted their service. I also asked them to remove my credit card from the accounts. I received a set of meals I did not want two weeks ago and was billed. Now, two weeks after contacting them, I have another on my doorstep and have been billed again. I looked and see that I do not have an active account, so I am not sure why I received it and was billed. Since there is no way to call, I am held by their online contact only and can't deal with the situation directly. I guess the company 1) does not provide refunds when they mess up and 2) does not want to speak with customers. I do not know what I can do at this point. I threw away the first set of meals because they were not meals I would order and I will also not be using the ones I just received. So I am out $119.40 for nothing.

  

  Business response

  09/14/2022

  Hi there, we're sorry to hear about the confusion with your accounts. We would be happy to take a further look into this--please reach out to our team at ********************************** or by phone at ************.

  Customer response

  09/16/2022

   
  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

  09/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 7/20 I purchased a ** online with Home Chef. I received a confirmation from Gift Now/Home Chef. The Fed Ex tracking #************ and they said it was delivered to the locker/storage with no signature required. I sent the ** to my nephew in AZ and never received a thank you so I reached out to Home Chef on 8/25. They said they cannot help me because they use Gift Now for their distribution and to contact them. I did and they said it was delivered and there was nothing they could do. I've been emailing them most of August to now. I was put off numerous time for investigation. I asked for them to void the ** and refund or reissue the **. They then said it was used and could not do that. They should have had Fed Ex ask for a signature. They just assumed I"m scamming them and didn't want to budge. Home Chef should honor issues when a customer is dissatisfied with Gift Now! I paid ****** and that's a lot of money to me. Please help and warn others.

  

  Business response

  09/19/2022

  Hi there, we're sorry to hear about this situation. We would be happy to help further. Please give us a call at ************ and ask for a supervisor to assist in resolving this incident. Thank you.

• Initial Complaint

  08/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  08/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  08/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  07/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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.

*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. ↩