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:03/22/2023

  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 have had over a half a dozen complaints filed due to items being missing and wrong items being sent. Sometimes 2-3 items have been missing, sometimes its one thing gets screwed up. I keep getting told repeatedly that some "computer" is doing this and they will "get in contact" with someone to fix it. Well whoever is s******* up, continues to repeatedly s**** up. It has been at least 3-4 weeks in a row now and I am sick and tired of constantly having to email or call and complain to someone. JUST GET IT RIGHT. Do you all know how long it took to convince my husband to go back to you all? At least 2 weeks. Before this we had left because during the pandemic the shipping was so bad boxes were coming in damages and ingredients were rotten and spoiled. I am going back to Hello Fresh, because this is a joke. You charge the heck out of everyone for shipping, then s**** up their stuff constantly, and get a bunch of weak willed customer service people to sit there and do nothing. My subscription is paused, and I am not sure if there even is anything you could ever do to get me to come back again. This is like being in an abusive relationship - let me just come back over and over like an idiot to get ignored and neglected and over charged.

  

  Business Response

  Date: 03/23/2023

  Hi there, we are sorry to hear about this. Our team is always happy to reimburse you for anything that does not arrive correctly. Our systems work off of what is designated in your account, so please reach out to our team at ********************************** and we would be happy to walk you through the selection process should you wish to continue. 

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19638671
  
  I am rejecting this response because:

  I have contacted support over a half a dozen times. I know how to select items - you all are not sending items or you are sending the wrong ones over and over and over again. I am not stupid. I know how to select meals - you all do not know how to fill the order properly. I do not know why it is hard to fill the order when there is a robot doing it for you. That is what customer support has said over 7 times. The "robot" did it.

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

  

  Business Response

  Date: 03/31/2023

  Hi *********, we do apologize for any issues that are arising out of ************** zone. We are unable to offer further assistance through this platform, but encourage you to reach out to our team at ********************************** or by phone at ************ for further assistance. 

  Customer Answer

  Date: 04/05/2023

   
  Complaint: 19638671
  
  I am rejecting this response because:

  I have reached out multiple times to customer support and I had the same issue 4-5 times in a row. Clearly Customer Support is not doing anything. Clearly you all do not take complaints seriously through this or any other platform and do not take the happiness of your customers seriously. It seems you all are in this primarily for the money. That is quite a shame to be honest because you have something good going, and customer service is at the bottom of the list. All businesses respond via BBB for the most part - any self respecting business would be able to clearly and concisely provide a solution through this platform with the kind of presence and notoreity your business seems to have. You all are a popular company, and to not satisfy complaints through this "platform" is sad. I think you all need to seriously think about your customer service goals, because I just got an offer through Hello Fresh in the mail to come back with a $155 credit and they offer reasonable and free shipping. This company is a joke looking for money. No one here cares and it's sad. 

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

• Initial Complaint

  Date:03/17/2023

  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.

  Was looking into meal kits. Signed up to see what the offerings were and immediately paused the order because the system wasnt allowing edits or anything. Keep in mind, it was paused for every week. My acct got charged for the first weeks meals even though it was paused. Tried to contact via chat and got the following message. When you sign up with Home Chef, your first order is finalized automatically.Even if you paused your account immediately after signing up, if your first order was not also cancelled, it will be scheduled to ship.It's designed this way to let you try Home Chef out without any longterm commitment.For more help regarding this order, contact Customer Support below ??How are you supposed to cancel the first order if it is finalized immediately and if you are deactivating your account, it should be for ALL boxes especially if the deadline to cancel has been met.

  

  Business Response

  Date: 03/21/2023

  Hi there, we apologize for the confusion. As stated during sign up, first orders are scheduled when you click "Sign Up and Select Meals" and enter your payment. Should you wish to cancel or receive a refund/credit, please contact our team at ********************************** or by phone at ************.

• Initial Complaint

  Date:03/07/2023

  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 sent an email to support about all the issues I had with my orders and the items I had to replace. I received a response from ******* that said thank you for sharing your feedback, and that he would pass it on. No mention of a refund, no apology, and no way to rectify. Also, I sent a reply on Friday, and it is now Tuesday, and I have received no response. I want a full refund for the issues that I stated.

  

  Business Response

  Date: 03/08/2023

  Hello, we're sorry to hear about that. Please give us a call at ************ and we would be happy to help further. 

  Customer Answer

  Date: 03/10/2023

   
  Complaint: 19551924
  
  I am rejecting this response because: you don't actually offer any resolution or a point of contact. I have already dealt with your support department via email and this complaint is a result of my interaction with them! Such a generic, cut and paste response! You couldn't even be bothered to actually respond to my complaint. This is EXACTLY why Home Chef ***** and why I want a full refund!!
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/15/2023

  Hello, it appears our team has already refunded your charge in full. Should you have any additional questions, please reach out to our team at **********************************. 

• Initial Complaint

  Date:03/02/2023

  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 ended my subscription to HomeChef meal services. Within two days they sent an email saying they will delete my account after my next order and they charged me for that order. Then the following week (today March 2nd) they have sent the same email. They are apparently ignoring the termination of my account so they can continue to charge my credit card.

  

  Business Response

  Date: 03/03/2023

  Hi there, please reach out to our support team at ********************************** or by phone at ************ and we would be happy to take a further look into this issue. Thank you!

• Initial Complaint

  Date:02/18/2023

  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.

  When I signed up for an account it is not clear I would be immediately charged and scheduled for your first delivery without even looking at the meals or checking out the service. I suppose that is part of your lucrative business model. So I find out I was charged and well before it could be delivered I asked to cancel and ****** said they canceled the order but they didnt. I got charge $71 and I just wanted to signup to see the meals and see the service. She never responded back to me. So, Im sure you all wont refund me since I have this box now, but thats fine. Ill take the food and leave reviews everywhere, tell everyone I know not to use Home Chef. Your business is word of mouth. I would like a refund since I asked a week before to cancel but if not, Im more than happy to write reviews on 5 sites with 5 different accounts because Im *****.

  

  Business Response

  Date: 02/20/2023

  Hi there, we're sorry to hear about this. Please reach out to our support team at ************ or by email at ********************************** and a supervisor would be happy to help with this.

• Initial Complaint

  Date:02/15/2023

  Type:Customer Service 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.

  Home Chef is aware that they are refusing to allow customers to delete their accounts. They only allow for the customer to pause their accounts, which forces the customer to allow ********************** to keep their personal information, such as payment information, email address, home address, etc. This is not the equivalent of a complete removal of personal account information. The customer has the legal right to have a company delete such information upon request, in a fair and easily accessable manner. Home Chef violates this right by only offering customers the option to pause their account. As a former customer of **********************, the resolution I seek is that they make available to the customers on their website and app the option to delete account information by the conclusion of this complaint. If Home Chef does not, I will be filing a complaint with the *** for bad business practices. I also recommend anyone reading these complaints to contact the *** and do the same if Home Chef continues to refuse to allow customers to delete their account information on their website and app.

  

  Business Response

  Date: 02/16/2023

  Hi there, if you would like to have your information removed from our system, please contact our support team at **********************************. 

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 19408230
  
  I am rejecting this response because:

   

  I have previously made several attempts to request that Home Chef representatives remove my information from their system, yet my information is still in the Home Chef system. I am still getting emails and while my subscription is still on pause, my account is still in active in the system. Now I am seeking the ability to do it myself. When Home Chef makes it possible for customers to delete their accounts through their website, I will consider this matter resolved. I no longer trust Home Chef or it's employees to respect my decision to delete my account information. My position remains the same on this matter. If Home Chef does not make it possible for customers to delete their account information through their website by the conclusion of this complaint, I will be filing a report of Bad Business Practice with the **** My information belongs to me and I alone have the right to decide who is allowed to have it and who is not.
  
  Sincerely,
  
  ************************* Ii

  

  Business Response

  Date: 03/03/2023

  Hi there, if you would like to be removed from our mailing list, please reach out to our team at ********************************** or by phone at ************.

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 19408230
  
  I am rejecting this response because:

   

  This is an automaticly generated reply from the company that does not even address the issue I originally submitted my complaint about. I want my information, all of my information, removed from their company. If the best Home Chef can do is submit autoreplies that are irrelevant to the issue bring brought forth by customers, then there is no other option but to report them to the *** for bad business practices. I will await their reply to this, but should they reply like this again I will not waste anymore time and I will file my report. This is their last chance. My information belongs to me, and I alone reserve the right to decide who is allowed to have it.
  
  Sincerely,
  
  ****************************

  

  Business Response

  Date: 03/08/2023

  Hi ****, we are not able to submit a data deletion request through this platform. In order to remove your data from Home Chef's site, you will need to reach out to our support team at ********************************** or ************.

  Customer Answer

  Date: 03/10/2023

   
  Complaint: 19408230
  
  I am rejecting this response because:

   

  I asked that Home Chef make it possible for customers to delete their data from their accounts on the Home Chef website. I am not asking Home Chef to require me to contact customer service to delete my account information. However, it seems from their replies that Home Chef is not interseted in complying with Customer's rights to have control over their own personal information. At this point, I am done with Home Chef. I am taking this matter to the **** Thank you.
  
  Sincerely,
  
  ****************************

• Initial Complaint

  Date:02/01/2023

  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 ordered a meal kit, which didn't arrive on the scheduled day and was never delivered, rescheduled, or replaced. I reached out to Homechef multiple times and did not receive a response. There is no avenue for me to request a refund aside from disputing the charge on my credit card

  

  Business Response

  Date: 02/01/2023

  Hi there, please contact our team at ********************************** or by phone at ************. Thank you!

• Initial Complaint

  Date:01/31/2023

  Type:Delivery 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 placed an new order with Home Chef. It was to be delivered 1/26 and was not. I tried to contact Home Chef, but could not find a phone number for them any place. I tried emailing, as instructed, but the reply was computer generated. No response on Monday. They have my credit card and will automatically charge future items without my approval. Fed Ex shows the package undeliverable. and they do not have a phone number for Home Chef.

  

  Business Response

  Date: 02/01/2023

  Hi there! We're sorry to hear this. Our support team can be reached at ********************************** or by phone at ************.

  Customer Answer

  Date: 02/01/2023

   
  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:01/24/2023

  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.

  On 01/12/23 I logged onto the Home Chef website to look at menu options to POTENTIALLY consider purchasing their prepared meal delivery service. The website would not let me view menu options unless and until I set up an account. I followed all the prompts given to set up account. I thought it was very tacky that they required my debit card info before I was even committing to becoming a customer but the website would not let me view their menu without this info. So I gave them this info, along with whatever else I was prompted. I never even got to view the menu (which was my whole goal) & next thing I know it says something like "thank you for your order". I wasnt 100% sure if Home Chef was going to charge my card since I never picked out any meals or anything but I was concerned. I tried calling the company but they were closed. I tried closing my account (if I in fact had an account) but their website didn't give an option to close the account. It only gave the option to "freeze" the account indefinitely. I froze the account so that if Home Chef was going to try to charge my card and send me God knows what food, it would see the freeze and stop. I then immediately called my bank. **************** told me that no charge had been presented. Just to be on the safe side, I called again 3 or 4 days later & confirmed still no charge. I figured that no order was actually placed after all & the "thank you for your order" tag was just a glitch. That made sense since I really did not place an order. All was fine & good until I came home this weekend to a box of rotting food on my front porch. I called ***** Fargo again. Turns out Home Chef charged my card on 01/17/23. What a bunch of shady, scammers!!! And the rotted food was not even prepared meals!!! It was just ingredients that still needed to be assembled!!!

  

  Business Response

  Date: 01/25/2023

  Hi there, please contact our team at ********************************** or by phone at ************ for further assistance. They are available from 9AM-6PM CST weekly, and 10AM-2PM on Saturdays.

• Initial Complaint

  Date:01/02/2023

  Type:Sales and Advertising 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 received a promotion card in the mail asking me to return as a customer with a 16 Free Meal offer. There is a Scan Code image on the card, but there are no instructions for how to submit the scan to take advantage of the offer. In small print, the offer expires 02/05/2023. Then it reads "Get 60% off your next three boxes. Maximum discount per box is $53.50. 16 Free Meals does not apply to orders fewer than 10 servings per week. Void where prohibited. Offer valid only for account associated with this address (mine). Not transferable between accounts. May not be used for gift cards. Not redeemable for cash. Not eligible in all states. See Home Chef website for additional details."There are no "details" or directions for using this offer card. Upon contacting Home Chef, all they agreed to was the offer of the 60% discount on the next three meals, but did not acknowledge the initial offer of 16 free meals. This is clearly false advertising and a "bait and switch" case. While I had issues with this company before because they sent meals in bad condition as well as meals I did not order, I am completely convinced that I will never do business with them again due to their lack of ethics.

  

  Business Response

  Date: 01/04/2023

  Hi there, we apologize for any confusion. 16 Free Meals is the equivalent of 60% off your order. These offers are of the same discounted amount when applied. Should you have any additional questions, please reach back out to our team at ***********************************

  Customer Answer

  Date: 01/13/2023

   
  Complaint: 18671398
  
  I am rejecting this response because:

   

  Gentlemen:

  
  

  I  did indeed respond to your last Email about my complaint about  Home Chef and its "bait and switch" offer. I also attached images of the 16 Free Meals Offer to entice me to return as a customer.  Again, offer is misleading, stating 16 Free Meals alone. The small print promises a 60% discount on the next three "boxes.'  Home Chef's "Free Meals" are at a cost, as they state in their Email response that there is a 60% discount on the  16"Free Meals."  Here is what the offer card states:

  
  

   
  

  
  

  The wording is misleading, confusing, and contradictory.  Therefore this company needs have their promotions department put on notice for what appears to be a "Bait and Switch" tactic as well as False Advertising.

  Once again, I urge you to look closely at the text on this card.

  
  

  Very sincerely yours,

  
  

  *********************