Complaints

This profile includes complaints for FreshDirect's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  FreshDirect

  2 St Ann's Ave Bronx, NY 10454

  
• 

  FreshDirect

  2 Saint Anns Ave Bronx, NY 10454-4610

  

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:03/18/2025

  Type:Service or Repair 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 received a card in the mail that said that if I placed an order for $99 or more using the code FDFEB1, I would receive a $50 refund. The card mentioned my name and street address. It did not mention my email address. I placed an order for about $130 and tried to use the code. It didn't work. I wrote to FreshDirect and reported this problem. First, I received an email saying, we're sorry the code didn't work. Place the order and we'll give you a refund. Then I received an email saying that the code was valid only for the email address ************************ I responded that my email address is *********************** Then I called customer service. The very nice guy there told me that I actually have two accounts, one for each of those email addresses, and that's why the code doesn't work. Then he told me that because there are three accounts associated with my address (one for my husband), the offer isn't valid at all. The card I received had no such restrictions and I ordered $130 in groceries in reliance on the offer. That's false advertising.

  Customer Answer

  Date: 03/18/2025

  Better Business Bureau:
  
  In reference to complaint ID ********, when I told the business's customer service agent that I had filed this complaint, she responded that they would "see what they could do" about honoring the $50 offer they had originally made. When I responded that her response did not actually constitute a commitment to honor the offer,  and that they should have offered to do so immediately after being informed that had been no restrictions on the offer (and no indication that it was addressed to or limited to an old account), then suddenly they actually gave me a credit of $50. So, the matter has been resolved.
  
  Sincerely,
  
  ******* ********
  
  
  
   
  
  

• Initial Complaint

  Date:02/26/2025

  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.

  Im filing complaint because I contacted fresh direct numerous times for this order *********** As I didnt receive They keep telling me it was refunded and I later found out it was requested for refund. Im still waiting for a refund to be issued in full amount

  

  Business Response

  Date: 02/26/2025

  We appreciate the opportunity to address ***** concerns,and we apologize if she felt this matter was not handled in a timely manner.
  According to our records, ***** order was scheduled for delivery on Monday, February 24, 2025, between 5:00 PM and 7:00 PM. Our system confirms the delivery was completed at 5:49 PM.
  February 24, 2025
  9:17 PM: We received an email from her stating that the order was not delivered. In response, we asked her to check with her doorman and nearby areas to ensure the order was not left unattended.
  9:26 PM: **** contacted us via chat, confirming that she had checked and was unable to locate the order. She requested a refund, and because it was the same day as the delivery, the credit could not be issued immediately. However, we promptly requested a refund for the full order amount of $219.62, including taxes and tip. She was informed that the refund would take 3-5 business days to reflect with her financial provider.
  February 25, 2025
  9:26 AM: **** reached out again via chat, and we confirmed that the refund, including taxes and tip, had been processed as requested. We reiterated the expected 3-5 business day timeline for it to appear with her financial provider.
  10:34 AM: **** called our **************************** and our representative again confirmed that the refund had been issued and advised of the processing timeline.
  Given that the refund was requested, processed, and approved within the standard timeframe, we believe the matter was handled appropriately and without unnecessary delay. However, we regret any frustration this may have caused and appreciate her feedback. If there are any further concerns, we are happy to assist.

• Initial Complaint

  Date:01/14/2025

  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 had a delivery on Dec ******* . A Christmas dinner for Christmas.. The delivery driver hit my mailbox and took it out and kept going so I called FRESH DIRECT to explain what happened and they said they will have someone get in touch with me and ****** ********* emailed me and I told her the situation and I sent her the videos of the truck hitting it and kept going .. Since I have not gotten a response from her or Fresh Direct to fix my mailbox which their employee hit and run .thanks

  

  Business Response

  Date: 02/15/2025

  Hi

  We apologize for the delay in responding.  This matter is currently under review and actively being addressed with the customer.

  Thanks

• Initial Complaint

  Date:12/17/2024

  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.

  Unexpected FreshDirect closed my account without notice, despite having a credit of $108.86. FreshDirect advertises a 100% satisfaction guarantee on the quality and freshness of their products. If they want to close my account, I have no problem using other vendors. I do have an issue with the breech of contract regarding the $108.86. I will happily file in small court and reporting them to the attorney general, if necessary, for violating my consumer rights. Please refund this amount to my credit card.

  

  Business Response

  Date: 04/07/2025

  We understand the customers concerns and appreciate the opportunity to provide clarity.

  The account was closed due to an unusually high volume of credits issued over a very limited number of orders. Specifically, there were four orders placed, and each one received a credit of 60% or more of the total order value due to reported issues with spoiled items.

  Our system is designed to flag patterns of excessive crediting to help identify potential misuse and ensure fairness across our customer base. When such thresholds are met, accounts are automatically reviewed and may be closed in accordance with our policies.

  As requested, the most recent credit has been refunded to the Venmo account.

  
  Thank you.

• Initial Complaint

  Date:07/11/2024

  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.

  FreshDirect Claim:I'm filing my claim for $31.17 in credit from my from previous order, and additional claim of $120 for unwarranted account termination. I'd like both of these amounts to be credited to my credit card on file. If FreshDirect would prefer to credit my most recent order, plus existing pending charges, that will also resolve my claim. Total amount is: $147.54. Alternatively I would like a written apology from FreshDirect CS team, as alternative to the $120 for unwarranted account termination. The account should be reinstated with a $120 credit towards future orders. FreshDirect terminated my account while an order was pending: see Order canceled #***********, on Wed, Jul 10 by customer support team. Order total was ***** with credit applied of $31.17.About Order Number: *********** Tuesday, Jul 9, #*********** July 9th from FreshDirect Team, I am sorry to hear that the lemons, mango and apples arrived not as expected. I have issued a credit in the amount of $31.17. Please look for the email to confirm the credit is ready to use.Please note: Product credits do expire within 6 months, however at that time they will be automatically refunded to your payment method on file.- ******* FreshDirect Staff ----I have been in regular communication with FreshDirect Staff by email, and provided responses as needed.

  

  Business Response

  Date: 07/11/2024

  We've reached out to ****************** previously (on June 3rd,2023 and March 6th, 2024) regarding his dissatisfaction with some of our products. We understand his frustration and appreciate him bringing it to our attention.

  In those messages, we encouraged him to directly contact our supervisors with any concerns. This allows us to address issues promptly and improve our products based on his feedback. We also requested photos of the items hes unhappy with for further investigation.

  We've noticed a high number of order credits on his account (41 out of 53 orders) due to dissatisfaction with multiple items.Unfortunately, this suggests our service may not be the best fit for his needs.

  While we value his business, we also reserve the right to cancel accounts as per our customer agreement when a customer's satisfaction level remains consistently low.

  Looking at his orders, it appears the focus is on credits rather than seeking solutions for improvement. This leads us to believe he would prefer a traditional supermarket format where he can visually inspect products before purchase.

  We understand that convenience isn't everything, and some customers prioritize physical product inspection. We believe a traditional supermarket will offer a better shopping experience for him based on his concerns.

  Customer Answer

  Date: 07/13/2024

  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 because:

  [Your Answer Here]

   The response from the FreshDirect team is not correct, the account termination leaves a pending charge on my account which should be removed. It also leaves existing credit in my account unaccessible. Your statement suggests that I must call customer service, but my reccomendations to your CS team go unchecked ie, the need for ice/ cooling packs with meat, fish or other goods that can get consumers sick from July 1st. I brought this to your team's attention and no action was taken towards future orders, and email was sent that did suggest you had seen it. I did follow up via email with my own response detailing this, no action was taken to show that you heeded my request since July 1st, aside from my account termination. Please review your response.

   

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

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

  

  Business Response

  Date: 07/29/2024

  To maintain product quality, FreshDirect trucks are refrigerated, and frozen items are kept in freezer compartments using dry ice.For customer safety, dry ice is removed before delivery. We currently do not use ice packs for delivery.
  Customers who opt for unattended delivery assume responsibility for order condition upon receipt. If a delivery is left unattended without customer authorization, we will address the issue with the driver and customer.
  As requested, the $31.17 store credit has been reversed and refunded to Mr. ******** credit card. We have decided the account termination stands.
  We believe ********************** dissatisfaction with our service is evident in his request for $120 compensation or a full refund, prioritizing financial reimbursement over resolution.
  We thank him for his past business. 

• Initial Complaint

  Date:05/20/2024

  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.

  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

  Date: 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

  Date:03/18/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:03/04/2024

  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.

  They won't allow me to close my account.

  

  Business Response

  Date: 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

  Date:01/29/2024

  Type:Delivery 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.

  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

  Date: 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

  Date:01/05/2024

  Type:Delivery 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 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

  Date: 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.