ComplaintsforFreshDirect

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Fresh Direct claims I ordered and received $800 work of alcohol which is not true. I have video surveillance in front of my home that also proves this is not true. Also because it was alcohol they should have a signature that would tell them exactly who received IF it was actually delivered. Also they can tell what truck delivered so they usually will call but they were also unwilling to. So they have NO PROOF that they delivered but I have proof that they did not. There only solution was call your bankas long as they have their money they do not care. Their customer service reps were rudeone **** up on me, one yelled at me and none of them would escalate after repeatedly asking. I have been a customer for 20 years and this company has really gone down. I can send the video file of an email address is provided, given the size.

  

  Business response

  05/28/2024

  *** ***** contacted customer service regarding this order on May 19, 2024 . While our initial advice to contact her bank was accurate, we could have been more empathetic in explaining our policy.
  ************** then spoke with a supervisor who reiterated the same information.

  ************ was not happy with the way she was  being treated, she asked to speak with someone higher.  The matter was escalated, and a Sr. ******* called her and emailed her on May 20, 2024.  In the communication with *** ***** she indicated she did reach out to her financial institution regarding this charge.

  
  On May 21, 2024, we received the dispute from her financial institution and the dispute was approved and her bank will likely return the funds according to their timeframe.
  The video *** ***** sent to us is time stamped 6:38PM.  The order in question was delivered at 4:05PM.  The video is from another delivery that was being made a few doors down. The delivery person had four deliveries on her street that day.

  
  I apologize for the way this matter was handled and we do appreciate her business. 

• Initial Complaint

  03/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company showed up on my bank statement as having attempted a charge on my debit card, which the bank rejected because the card information was out of date. As I did not recognize the attempted charge or the name of the business, I reached out to them at their website, ***************************************. Selecting the chat option, I was connected to someone only identified as *******.I have attached a copypaste of that chatlog, but to summarize it: Upon asking what a charge from this company was doing on my card, they immediately suggested I dispute it with my bank, without further elaboration. I asked if this meant they were fine with encouraging fraud, with the expectation that ***** would eat the cost of doing so. On receiving an affirmative response, I further asked that they clarify this was in fact the intended answer, to avoid any opacity in understanding or intent. They twice confirmed this was their stance, and refused to elaborate further.I have already canceled the card that they attempted to charge, even though it appears to be from an older issuance of this card (that is, the right card number but wrong expiry/security number).As a clarifying point: I understand this company very likely did not willfully attempt to defraud me, or anyone else. It's far more likely someone had that card info from a breach or leak elsewhere online, and were just trying to see if it worked or not (and that happens, no fault of the business). This outreach is more to express my alarm and concern at their website representative stating, and then confirming, that fraud was the intended goal of Fresh Direct.

  

  Business response

  04/11/2024

  Thank you for reaching out about your recent experience. We sincerely apologize for the delay in responding to your complaint.
  Here at FreshDirect, we take credit card security very seriously. Since we don't store credit card information, when a non-customer contacts us about potential misuse, we can't access account details.
  To best assist you, we recommend contacting your credit card company directly. They have the most up-to-date information and resources to investigate potential fraud and ensure your card's security.
  We have a robust **************** that actively monitors orders for suspicious activity. In most cases, they can prevent fraudulent orders from going through and any associated charges would be reversed.
  Regarding *******, he is a valued member of our team who is always learning. We will provide him with additional coaching to ensure he can best assist customers with these types of concerns in the future.
  We understand this situation is concerning, and we hope this explanation clarifies our processes. Please don't hesitate to reach out if you have any further questions.

  Customer response

  04/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved. This response is clearly disingenuous and boilerplate, and does not address the highly alarming practice of ******* openly and clearly stating that FreshDirect is both willfully and knowingly defrauding people. The business' response mirroring this sentiment - by means of passing responsibility to financial institutions instead of improving their own operational security - is DEEPLY alarming. it is only exacerbated by the open admission that they appear to have ************** of some form, but that it was incapable of catching such a blatantly obvious fraud attempt.
  
  It appears the business is also unwilling to commit having my PII removed from their systems, as it clearly must exist in order for such a transaction to even be attempted.
  
  I demand to be supplied with ALL personally identifying information this company possesses on me, in a clear human-readable format. I further demand that, after being supplied with this information, they promptly remove all such discovered information from their services, including third-party partners, subsidiaries, or other entities associated with the business, excepting what is required by law. This is NOT a request, this is a demand. I expect compliance, and confirmation of such, within 30 business days. Should the business fail to meet this extremely basic legal obligation, I will be happy to file this rather substantial report I've compiled on this situation to the relevant regulatory authorities, along with contacts within news media networks for public distribution. I cannot in good faith allow a company to so brazenly abuse people without recourse.
  
  30 business days.
  
  *****************************
  
  
  
  
   
  

  

  Business response

  04/12/2024

  I understand your frustration regarding the previous information. Let me assure you, FreshDirect takes customer concerns seriously,and fraud prevention is a top priority for our company.
  A search was done using the name, phone number, and email address from your complaint, we haven't found a matching account in our system.
  While we can't search for credit card information directly due to encryption, we can investigate further with an order number. If your credit card statement shows a charge from FreshDirect, please provide the order number as this will allow us to efficiently investigate the specific purchase and provide more tailored assistance.
  *** also left a message at the phone number provided for a follow-up call if you prefer to discuss this further.
  Thank you.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They won't allow me to close my account.

  

  Business response

  04/11/2024

  Thank you for reaching out about your recent experience. We sincerely apologize for the delay in responding to your complaint and any frustration caused by the difficulty closing your account.
  It appears there may have been an error during the account closure process, as evidenced by the screenshot you shared. We apologize if the instructions weren't clear, and we haven't found a record of a previous contact about this specific issue.
  The good news is we've gone ahead and initiated the account closure process for you! An email with further instructions should be on its way to the address we have on file (the same email attached to your complaint).In case it landed in your spam or junk folder, be sure to check those as well.
  We value your past business and apologize again for the inconvenience. We want to ensure a smooth experience, and your feedback helps us improve our processes.
  Please let us know if you have any trouble finding the email or need further assistance with closing your account.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  FrshDirect sends coupons in the mail to induce the consumer to order, then fails to honor the codes. When customer service is contacted, about half the time, they apologize and honor the coupon and the other half they refuse, for no provided reason. This is false, deceptive and misleading advertising, falsely promising consumers a discount for shopping. For example, I received a coupon in the mail with a code of ******* for $25 off an order of $99 or more, with no other restrictions. I emailed copies of the mailer and tried to speak with FreshDirect ***************** A person identifying themself as "iris" refused to assist for no given reason.

  

  Business response

  04/11/2024

  Thank you for reaching out about your recent experience. We sincerely apologize for the delay in responding to your complaint and for the frustration caused by receiving a promotion you couldn't use.
  We understand that promotions targeted at various customers can be confusing. The agents you spoke with should have been able to provide a more consistent resolution. We'll be reviewing their handling of the situation to ensure they're equipped to effectively address similar concerns in the future.
  While it was not the optimal solution, we honored the promotion via a store credit on January 26, 2024.
  We appreciate your feedback and apologize again for the inconvenience. Your experience helps us improve our communication and ensure our promotions are valuable to all customers.
  Please don't hesitate to reach out to customer service if you have any questions.

• Initial Complaint

  01/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I just had a delivery dropped off to me by ****************** he proceed to curse me out and tell me to **** *** **** he was very unprofessional and disrespectful and I will never order from here again if he still an employee

  

  Business response

  01/23/2024

  I have reviewed the complaint and I am unable to find an account with the information provided.  The Email address given does not appear to be a valid Email address.  I attempted to call the customer on the phone number provided.  A woman answered the line.  I asked for the customer name provided and the call disconnected.  I called the number right back and it went to voicemail.  I left a message for the customer to give me a call regarding this matter.  I do not expect to receive a return call.

  If the customer responds to this complaint, it would be helpful to have the actual order number to further investigate this matter.

   

  Thank You.

• Initial Complaint

  12/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Friday, December 15, a Fresh Direct truck rammed into a pillar at the entrance to our street. I called it in to Fresh Direct right away with all the details and a report was made by a very nice customer rep named ****. She said that someone named ****, who runs the transportation unit there, would be calling me the next day (Saturday) or certainly by Monday. No such call has happened and it's now a week later. **** had said I could ask for her if needed, but nobody at Fresh Direct will even relay a message to her. Meanwhile, various reps by email tell me I'll be hearing back. What's really sad is that we've probably spent $100,000 over the decade from Fresh Direct in NY and CT, or certainly at least more than $50,000. We like the products etc. But our road association here is very unhappy about the lack of care by Fresh Direct over this. Thus, I told them I'd file this complaint, and, if need be, a Small Claims Court action next week. A truly unfortunate way to be treated during the holidays. Photos of the damage were sent early in the week. Thank you, BBB.

  

  Business response

  01/24/2024

  This matter is currently being handled by our insurance company. *** (customer) has been in contact with the insurance adjuster and is currently waiting on estimates to be submitted to have the damage repaired. 

  We apologize for the delay in responding.

• Initial Complaint

  08/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They deliver before the delivery window dont follow instructions left on your account and then customer service is extremely rude. Definitely wouldnt recommend.

  

  Business response

  08/21/2023

  We are very sorry the customer had this experience with our service.  We attempted to deliver a few minutes before the delivery and attempted to reach the customer.  After waiting for a few minutes in the delivery window the order was returned. At the time of delivery there were no instructions on the order to leave it unattended.
  Customers can add special delivery instructions to their accounts in two ways: 1-during the checkout process, which is in affect for that order only and 2-it can be added to the account, which will apply to all future orders placed or modified.
  For the order in question the customer did not add the special delivery instructions to leave the order unattended during the check out process.  The order was placed at 2:54PM on August 16, 2023.  We do show the option to leave the order unattended was added to the account level at 6:22PM on August 17, 2023.  The order was not modified, so the account level change was not applied to the order. The order was scheduled for delivery on August 17, 2023, 6P-8P. 
  Again we apologize for the inconvenience this has caused and we will remove this customer from all future marketing communications.

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December 2022, I canceled my Fresh Direct membership due to multiple, repeated issues with delivery, incorrect and/or missing items, and poor quality (spoiled food). However on May 9, 2023, I was charged $137.55 by Fresh Direct for their free delivery pass service. I tried to dispute the charge with PayPal but Fresh Direct told PayPal that the charge was authorized. I never received any email notifications regarding this charge or membership renewal. This is unacceptable and terrible customer service.

  

  Business response

  05/23/2023

  I am sorry to hear ******************** has chosen to stop shopping with FreshDirect.  Upon review of her account, I do not see where she contacted us to cancel her Delivery Pass.  The last communication we had with her was regarding a delivery in November 2022.

  Since the Delivery Pass was not cancelled and the auto renewal was not turned off, the Delivery Pass was automatically renewed as per the policy. ******************** contacted us on May 10, 2023, to advise we charged her for the Delivery Pass and that she contacted PayPal and put in a dispute.  Once a dispute is filed with PayPal, we are unable to issue a credit.  It will be handled as a part of the dispute resolution.

  On May 9, we received and processed the refund via PayPal as shown in the attached picture.  Therefore,no further refund is required on our part. 

  We thank ******************** for her past business and look forward to serving her again in the future.

  
  

  Customer response

  05/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Thank you for your response. 

  On May 9th, PayPal notified me that the charge would not be refunded (see attached document). A PayPal customer service agent told me that the company informed PayPal that the charge was authorized and therefore PayPal didn't have the ability to refund the charge. 

  On May 20th, I was charged $137.55 again from FreshDirect (see attached document).

  In regards to cancelling my account, I actually spoke with customer service about this twice in my history with the company and finally made this decision after my December 9, 2022 delivery.

  On 8/30/22, I emailed FreshDirect with video showing a FreshDirect delivery vehicle driving recklessly in Manhattan. The driver was cursing and shouting while driving in midtown Manhattan. This did not make me feel comfortable about having this potential driver being the person who could be delivering my groceries to my apartment. 

  On November 22, 2022, I emailed with 'Jan ********************************************** Service Supervisor' due to numerous deliveries going to wrong addresses, poor quality items, missing items, etc. *** assured me that my next delivery would be smooth. However, that was not the case and I decided to cancel my account the next month in December. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business response

  01/23/2024

  We sincerely apologize for this delayed response.  

  Reviewing the information from the customer, we do not see a charge for $137.55 on May 19, 2023 on the account accessed with the information within this complaint.  We do see that amount was charged on May 9, 2023.  if there is an order number associated with that charge it would be helpful for further investigation.

  All complaints regarding our delivery team are addressed immediately and the appropriate disciplinary action is taken up to termination.

  We thanks the customer for her past business.

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed a order with fresh direct on November 22nd order number *********** shortly after the order was canceled n they expressed to me it was a technical issue going on I then said fine just cancel it then when I log into my EBT I can see I was charged for the order a total of $367.33 I have various screenshots of proof it was charged n the still insist its a hold it will fall off in 24/48 ******** funds will go back to my EBT it is now 12/01 n still no refund please help

  

  Business response

  12/08/2022

  We apologize to **************** for the length of time it took to resolve this matter.  Due to a technical issue we had in our facility we were unable to deliver the order on November 22.  As the order was paid with EBT,those transactions are all processed to ensure payment.  Once the order was not delivered and we attempted to submit the refund we ran into an issue where we were not able to issue the refund all at once. 
  Due to this we will have to issue the refund in multiple parts.  The amount will equal the total value of the refund requested.

  Customer response

  12/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I recieved a call from a rep at fresh direct calling me a liar making fake accusations Twds me insinuating I was lying that they did not charge my account I can let u hear my transaction history on my phone or record the audio for u as well as to also send u various screenshots of my log in on the *** website displaying when the transaction was made and also when the charge posted to my transaction history they do not want to take responsibility for what they did n do not want to resolve the matter they are horrible
   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer response

  12/10/2022

  I recieved the refund on behalf of fresh direct thank u soo much for ya help they did treat me rudely and def were refusing to resolve until the BBB stepped in that can not go unoticed I would hate for another customer to have to go through this scenario as I did.

• Initial Complaint

  09/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Fresh Direct has sent me multiple mailers (paper postcards) and emails, offering a code "********* for $25 off any order of $99 or more placed before, in the case of the email 9/30/22 and, in the case of the postcard, 10/12/22. There are no other restrictions other than that the mailer is intended for the Fresh Direct customer (I am one) at the address (mine) to which the card was sent. Twice now, I have received these types of inducements to order from Fresh Direct and, in both instances, when I complete my "shopping" and go to enter the code, it is not accepted. When I contact customer support, in both instances, the representatives told me they were very busy because they had to handle multiple customer complaints simultaneously and couldn't assist me. I was told I could pay in full or email Fresh Direct and hope for better service. That is classic bait and switch. It is also misleading advertising. If Fresh Direct sends an offer, they need to honor that offer. If they don't want to honor it, don't send it. I have requested from Fresh Direct a $25 credit for the coupon they sent me as well as free shipping and handling to make up for all the inconvenience and run-around.

  Customer response

  09/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, in which ***** honored the $25 credit, and find that this resolution is satisfactory to me and the matter has been resolved.  I would still like to note the terrible customer service provided by **** and ****** and respectfully request Fresh Direct provide further training to those two employees.  Thank you.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

*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. ↩