ComplaintsforFlexpro Meals

• Initial Complaint

  07/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered some prepped meals from flex pro meals. The introductory price was $119. I received the box and it was fine, but I found out the next order was going to cost $178. I reached out to them to cancel since it is too expensive for me. They told me they cancelled but they still shipped the second box and billed me for it after they told me they would process the cancellation.

  

  Business response

  08/02/2022

  Hi *******, 

   

  Thank you so much for your patience while we attend to this matter. 

  We did take some time to look into this complaint and I see that your second order was billed and processed on 07/13 at 6:23pm and you sent your request to cancel at 9:31pm after the order was already processed. Once an order has been processed it is final and we are unable to update, amend or cancel it. For this reason, we do send our customers at least two billing reminders prior to the order being processed. That way they are able to make the necessary changes to their next order or contact us for cancellation before any billing takes place.

  We completely understand that you may not have been aware that the offer was only available for the first order only but all this information is provided at checkout or on your account. When you sent the request in to cancel your subscription, this was done. I do see that you sent another message inquiring about being billed after you canceled but our agents did explain that you were not billed after your request but before. 

   

  Customer response

  08/02/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because: I received my first box on July 12 and cancelled the next day, you quickly charged me for another box before processing my cancellation. The box was delivered when nobody was home to bring it inside so it sat on the porch for over 4 hours in 110 degree heat. There was no reason to bill me for the next box when I had just received the first box. It is unacceptable and the food had to be thrown out after sitting in the heat all afternoon.
  
  Regards,
  
  ******* *******

  

  Business response

  08/03/2022

  Hi *******, 

   

  I have attached two screenshots, one will show the time stamp of when you contacted us and the other will show when your order was processed. There you will see that your order was processed before you sent the request. Also, you mentioned here that your order arrived warm on the 12th but when the account manager replied on the 14th and asked your reason for cancelling and feedback you never mentioned this and only stated that the price was to much for you to continue. Even though he specifically asked "Is there anything that I need to fix or make right?" Even when you contacted us on the 18th and the 19th you still never mentioned this issue, you only stated that the price was too much for you. 

  I should also mention, all customers have the option of changing their next billing date at check out or even via their account before the order is processed on a Wednesday. Customers can also contact our customer service line via, text, email or call from 9am-5pm CST, Monday-Friday. 

  Customer response

  08/03/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:

  
  The first box arrived in the evening, I am not talking about the first box. The second box is the one I am talking about. First,you charged me FULL PRICE after I told you it was too expensive for me when I was offered a $30 discount to continue. Why wasn’t I given the discount since you still sent a box after the fact? The second box was the problem, it was delivered early and sat outside all day. You never gave me a chance to change what was in the order as I wouldn’t have chosen the same things or to reduce what was in the order. There was no reason for you to bill me so quickly when I had only received the first box two days prior. That is a deceptive business practice, you will never stay in business pulling things like that on your customers.

  Regards,
  
  ******* *******

  

  Business response

  08/05/2022

  Hi *******, 

  If your second box of meals arrived warm and you relayed this to our team, I am confident that they would offer a reship and send you out a new order. As much as I try to explain that you were not charged after you requested to cancel you seem to believe you were, even after I provided photo evidence. The order was billed to your card and processed before your request to cancel and once an order is processed it is final, we are not able to cancel it. Therefore, it will still be shipped out even if your request to cancel came before it was shipped. In order for you not to be charged for an order, you would need to request cancelation before it is processed. Yes, you were charged full price because the charge happened before your request and conversation with the account manager. You can also confirm this with your bank.

  I really hope this information helps you understand that we did not try to deceive you. Also, we do not consider this bad business practice as we provide the customer with all the tools and information to prevent this from happening. It's unfortunate that you feel this way and we hope you're able to understand. 

  With regards, to the order arriving warm, I have filed a claim for a refund since your subscription has been canceled. Please allow 3-10 business days for this refund to reflect on your account. 

  We appreciate your patience and understanding during this time. 

• Initial Complaint

  07/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company Just stole $200.00 from me. The food came to the door. Portions were super small. I ate 2 for lunch. both meals were lackluster. Any tv dinner from the local store would taste better and be 1/3 the price. So just cancel right?? Well, they make you call and then inform you that though your next order is a week out they are already processing the payment so sorry but you just wasted $400.00. I want a refund for the 200+ dollar order that has not been made or shipped. Yall billed me a week early. It hit my account a day before the original order even got to my door. That's just not right.

  

  Business response

  07/27/2022

  Thanks for letting us know about your experience *****! We appreciate your patience while we get this all taken care of for you.

   

  We do our best to communicate the recurring order process to all customers before ordering as well as in our welcome emails immediately upon ordering. We do even provide the ability to skip the second order, the ability to select a frequency other than weekly, or even the ability to log in and skip any orders you don't want prior to being processed.

  Unfortunately the subscription was set up for weekly and we weren't contacted until after the order had billed and processed so our account manager was physically unable to stop the order from arriving to you.

  I have gone ahead and submitted a claim to our billing department on your behalf which you'll receive notification of via email! Thank you again for your patience and understanding.

• Initial Complaint

  06/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The meals kept coming in damaged or they would put meals I didn’t select. They would deliver late a lot of the times. The last order I received there was damaged meals. I tried canceling my account because I didn’t want the food for next week. I tried canceling my account on Wednesday but the website wouldn’t allow me and I could t call until after 5 because I was at work. Now I’m being charged for next week and they refused to refund me even though it’s the previous week.

  

  Business response

  06/10/2022

  Thank you so much for reaching out to us about this!! I do see that you reached out about cancelling the subscription after 8pm on Wednesday 6/8! Our account manager did process the cancellation at your request and no further shipments will be billed or processed. The final order was processed and sent for fulfillment two hours prior to your request.

  We do send 3 reminders prior to any order being billed in an attempt to avoid this situation from happening! Cancelling the subscription certainly isn't the only way to stop orders, we just ask that you contact us within business hours prior to an order being billed to stop it. If not, you can always log into your account and manage orders/billing but it also needs to be done prior to being billed.

  A refund was declined due to the order being sent for fulfillment but not arriving to you yet. If for any reason there are any issues with the order we are more than happy to make it right! I do see that we've applied credits to some orders in the past. If for any reason there's a damaged order, or any situation, we still need to rectify just let us know! We're happy to continue to take care of you as we have over the past couple of months.

  Please remember, if you need anything at all our Customer Service Team is available M-F 9-5pm via call or text - ************, email - ********************** or via the "Support" button on any page of our site.

• Initial Complaint

  06/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Placed my first flex pro order last month. Received meals and and my partner and I tried 3 different ones all awful. I sent support a text message immediately and sent an email that I was not happy and I wanted to cancel any future orders. No reply to the email, but support via text said someone would reach out which they did but They didn't even leave a VM! So I called the next day during my lunch break to explain my dissatisfaction and they "cancelled" my subscription. Today I have been billed again! Not only is the food absolutely disgusting, the customer service is worse. I do not want those meals and I want refunded for the charge today immediately

  

  Business response

  06/10/2022

  Thank you so much for bringing this to our attention! I do see that this was resolved first thing yesterday morning and was completely on our end. We can't thank you enough for your patience while our customer service team made this right for you!

   

  Under no circumstances is this the intended experience and email confirmation should always show up for you for any subscription cancellation.

   

  Please remember, if you need anything at all our Customer Service Team is available M-F 9-5pm via call or text - ************, email - ********************** or via the "Support" button on any page of our site.

• Initial Complaint

  05/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Someone named ******** used my phone number to sign up for some sort of notifications from this company a few months ago. I originally received a text addressing me as ******** and trying to get me to purchase from them. I opted out, and eventually a new text chain started, which I also opted out of. Once those numbers were blocked, I started receiving regular robo calls 3-5 times a week trying to get me to sign up for their plan. I have texted their customer service (their website says they're available over text) and have sent several emails (they don't answer if you call) but have yet to get a response and as of this morning, I am still receiving calls. I have blocked them on my phone but all that does is make their voicemails go to another "blocked messages" folder, meaning that it fills up my voicemail box. I've also filed a formal complaint with usa.gov but I don't know how long it will take for that to get back to them. I just want the calls to stop. I never signed up for this.

  

  Business response

  06/10/2022

  Thank you for your patience while we got this looked into and taken care of! If for any reason you're still receiving any texts or emails please reply only the word, 'STOP' with no symbols to opt out of texts and calls. For emails, please click 'unsubscribe' at the bottom of any email that you receive from us.

   

  We apologize for any misunderstanding or frustrations. We're certain that your number was maybe just typed on accident by another customer attempting to give us their information.

   

  Please remember, if you need anything at all our Customer Service Team is available M-F 9-5pm via call or text - ************, email - ********************** or via the "Support" button on any page of our site.

  Customer response

  06/15/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because they are still calling me! Their response was sent to me 6/10 but as of today (6/15) I still have new voicemails from them. I have taken all of the steps they suggested (phone, text, email, STOP) and the calls are still coming. Calling every other day after requesting it stop multiple times, plus reporting it to BBB, plus reporting it as spam calls... please just stop!
  
  Regards,
  
  ******* ******

  

  Business response

  12/21/2022

  I can confirm that this number has not been contacted since last June via any of our platform of outreach.
  
   
  
  We apologize for any misunderstanding or frustrations. We're certain that your number was maybe just typed on accident by another customer attempting to give us their information.

  Customer response

  12/21/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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 understand that the number might have been an accident at the beginning, but I followed all measures to try to get removed from the list after the fact and my wish was not respected. That was why I turned to the BBB. I believe FlexPro is a scam, but I am accepting and closing this issue because the calls and texts have finally stopped. 
  
  Regards,
  
  Marissa ******

• Initial Complaint

  05/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for flex pro meal subscription and placed my first order on 5/8/2022. After reading reviews I decided it was best if I canceled as I was worried about having issues with this company down the line. I called and canceled my order and subscription of 5/9/22. I was told I would receive a refund in 3 business days. Today is now 5/20/2022 and I have yet to receive a refund. I contacted customer service and was told they would reach out to accounting but couldn’t give me a reason why my refund wasn’t processed yet. This was an issue I had read about in the reviews. I would like this company to refund my money asap. I canceled my order, it didn’t ship, I didn’t receive any products. There is no reason why it’s been 11 days and no refund put through. This company tries to scam people and I am not okay with my money being kept by them.

  

  Business response

  05/29/2022

  *******, 

   

  We are very sorry for the delay in getting your refund to you. This refund was processed on our end on 5.23. While this delay is not at all how we like to do business, we apologize for the inconvenience it caused you. Please trust we have addressed this internally to ensure this does not happen again. 

   

  Thank you for giving us a try - we know you have a lot of options for your meal service needs and hope you find the perfect option. If we can ever be of further service, please don't hesitate to reach out to ************************, call or text us at ********** or drop us a message via the support button on our website! 

• Initial Complaint

  04/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have cancelled a subscription service from FlexPro. However their messaging department refuses to stop messaging me, and even trying to entrap me with certain wordings to try to get me to accidentally resubscrube. I have told them to stop messaging me, but they continue to do so. It is clearly harassment at this point and obvious they are just trolling.

  

  Business response

  05/19/2022

  Customer can opt out of communications at any time following the proper steps. FlexPro Meals uses the same text and email strategies as all other companies with the same opt out requirements. To stop receiving text messages simply reply just the word, "STOP" in all caps with no symbols. To no longer receive emails just click the 'unsubscribe' link at the bottom of any email that FlexPro Meals sends out.

  Customer response

  09/08/2022

  I have filed a complaint before about harassment. After being requested to be removed from their mailing and contact list, they continued to harassing me about purchasing their product. Even their CEO contacted me and promised to remove me from their mailing list, yet they still haven't stopped. I continue to get harassed and contacted by this company. I have blocked their numbers and email, yet they continue to change it up to continue their harassment. I will require an explaination from the company why they continue to contact me after I've repeatedly told them not to, through various means, including previous BBB complaints. I will require written documentation of how they can gurantee that they will never contact me again.

  

  Business response

  09/08/2022

  Date Sent: 9/7/2022 8:20:32 AM
  Hi ******, 
  
  We appreciate you bringing this to our attention and thank you for your patience and understanding while we deal with this issue. 
  
  We want to sincerely apologise as it is never our intention to harass or frustrate any of our customers, past or present. The thing is, we use multiple platforms to market our product and when we double checked, you were still active in two of them. This would explain why you were still being contacted. We have ensured that your number is now added to all of our DNC lists and your profiles deactivated. Therefore, moving forward, you should not be receiving any texts or calls from FlexPro Meals unless requested by you.  
  
  Again, we are sorry that you had this experience and have done all we can to resolve this issue. Please feel free to reach out if you have any questions or need any further assistance. 
  

  Customer response

  09/08/2022

  Date Sent: 9/7/2022 5:59:05 PM
  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ****** ***

• Initial Complaint

  03/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was subscribed to one of their meal box plans and was being charged weekly. My card expired and my subscription was put on hold so I decided to make a new order and update my card for the new the order. As soon as I updated it and made a new order, Flexpro decided to release the hold on my first subscription and so I ended up getting two full orders of meals. I figure that was somewhat on me so I called and told them what happened and to simply cancel the first subscription and also replace a meal that was damaged in shipping. The order was never canceled and now I have 50+ meals and have been charged several hundred dollars for meals I don't want any more. The website does not allow you to cancel unless you call. I have called back and left messages and filled out "contact us" forms from their website with no response at all. They are literally not allowing me to cancel the order and are charging me $157 a week. I have never dealt with such horrible costumer service and I feel I am being taken advantage of and being stolen from.

  

  Business response

  04/13/2022

  My goodness, *******! It looks like we really dropped the ball on this hiccup but I appreciate you being so patient and understanding. I'm showing the status as 'refunded' on both orders that were billed on March 10th.

  Looks like our customer service team got everything sorted out accordingly. When changing our billing dates from Saturday to Wednesday some things got messy at the beginning of last month so thank you for bearing with us and our team. We do our best to communicate strongly through email about billing changes or discrepancies.

  Please remember, if you need anything at all our Customer Service Team is available M-F 9-5pm via call or text - ************* email - ********************** or via the "Support" button on any page of our site.

*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. ↩