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:03/12/2025

  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.

  Complaint Against: Food52 Order Number: #******* Date of Purchase: March 5, 2025 Total Amount: $820.26 Complaint Details:On March 5, 2025, I placed an order with Food52 for two dish sets and matching serving items. Before completing my purchase, I inquired whether any promotions were available or upcoming. I was informed that there were none.On March 11, 2025, I discovered that the same items were now eligible for a 20% discount. Wanting to take advantage of this promotion, I immediately contacted Food52's customer service via email and chat, requesting to either return or refuse delivery so I could reorder with the discount. Initially, I was told that I could return the items, but I preferred to refuse delivery to avoid the inconvenience of repackaging and shipping them back myself.During this exchange, I was connected with a representative named ***, who explicitly offered to retroactively apply the discount to my order. I accepted this resolution in good faith, under the assumption that the refund would be processed to my original payment method.However, on March 12, 2025after the package was out for delivery and could no longer be refusedJay informed me that the "best solution" would be to issue store credit instead of a refund. This condition was never mentioned prior to my acceptance of the resolution. Had I been made aware of this, I would have simply refused the package and placed a new order with the discount.I find this practice to be misleading and unfair. I am requesting that Food52 honor their original agreement by issuing my refund back to my original payment method, rather than store credit.I would appreciate a prompt resolution to this matter.Desired Resolution:A refund of $152.80 to my original payment method, as was originally offered and agreed upon.

  Business Response

  Date: 03/26/2025

  I wanted to follow up and address the situation that you have inquired about. The customer service member had declined to add a second promo code to the order, which is something we would have been unable to do. We could have gone through the process of accommodating, which we eventually did. 

  We have since reached out to the customer, issued a refund of $132.80 ($20 was already discounted bc of the original code used), and extended a Shop credit as an additional gesture of goodwill.

• Initial Complaint

  Date:03/07/2025

  Type:Customer Service 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 ordered the Hestan CopperBond Induction Copper 10-Piece Cookware Set on 1/28/2025. The item was shipped on 1/30/2025. I received the item on 2/4/2025. However, I returned the item on 2/11. Food52 provided the shipping label. Days go by, and I do not receive a refund. I try contacting them, and they said they reached out to the vendor to confirm receipt of the item. I've reached out more than 10 times over the course of the month. They won't give a timeline of when they will have an answer, nor will they give me access to a supervisor. Its been a full month since they received my return. Their vendor won't respond to them, but I am responsible for the money until they respond.

  Customer Answer

  Date: 03/19/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******* ****
  
  
  
   
  
  

• Initial Complaint

  Date:01/23/2025

  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 placed an order with Food52 for a Christmas gift on December 12 and received a confirmation email with the estimated date of arrival on December 19. I didnt get a shipping confirmation and when I didnt receive my order by December 23, I contacted Food52 asking for an update. I understand its a busy time around the holidays and delays are common. The response I got was very generic and didnt provide me with any useful information-it simply said they had an issue with their warehouse and would let me know when my order shipped. A month later, I still hadnt received my order or an update, so I followed up and got almost the exact same email, again no actual information just sorry for the delay and that theyre having a warehouse issue. This is terrible customer service-first of all, this was a Christmas gift so its useless getting it over a month later, but beyond that if theres an issue why not contact me and let me know? Give me an estimate of when it might be shipping? Anything.

  Business Response

  Date: 02/07/2025

  The item that this customer ordered was placed on a pre-order for May prior to 12/12/2024 when the customer placed the order. Our customer service team should have made that more clear as the customer reached out and requested shipping updates. 

  We have refunded and cancelled this order per the customer's request as of 1/22/2025. 

• Initial Complaint

  Date:04/16/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 five sets of Mepra Italian flatware for almost $500 in five different colors. Two of the colors were much darker and duller than pictured and I wish to return and replace them. I have filled out a returns questionnaire twice and attempted to contact customer service through email and Instagram with no response over two weeks. The website has an "orders and returns" page with no ability to initiate a return without reaching customer service directly.I would like to replace the rust and ochre sets in original packaging, and would like to receive replacement sets in the forest and china colors. I do not wish to return the sets before receiving a refund, because I read other reports of the customer not receiving their refund.

• Initial Complaint

  Date:04/09/2024

  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.

  Placed an order on 2/25/2024. Had an issue with the product and reached out for customer service on 3/14/24. First and last response was on 3/22/24. Attempted again on 3/22, 3/30, and 4/4/24. The 4/4 response I shared i'd be lodging a complaint with the BBB if they did not reach out in 48 hrs. I have started the process of disputing the charge with my credit card company as well. There is no phone number listed for this company so nothing to be done beyond emails that aren't answered

  Customer Answer

  Date: 04/11/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

  Customer Answer

  Date: 04/11/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:03/27/2024

  Type:Product 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 order on Food52's website on 2/17/24 for a Breville Smart Grinder Pro (order #*******). The item was delivered on 3/4/24, but I no longer needed the item. So I reached out to Food52 with a return request. A customer service agent got back to me within one day on 3/5/24 confirming that this return was approved and attached a return label. I mailed it back and *** confirmed the return was delivered on 3/15/24. It has now been over a week since *** delivered the return, and there is no update to my order history online indicating the return was received (still shows it was delivered to my house) and no update on my refund. Since then, I have reached out to Food52 on 3/19/24 and 3/21/24 to confirm return and get an update on my refund. It is now 3/26/24 and no one has reached back out even though their customer service automated emails state they respond in no more than 2 business days. I find it odd that they were able to process my return request in under 24 hours but they are nowhere to be found when it's time to issue a refund. As you'll see in one of the attachments, Food52 confirmed I was supposed to get a refund of $197.96 total ($137.95 on my credit card and $60.01 as shop credit since part of the purchase was paid for with a gift card). I have attached the order summary, the email confirming the request and refund amount, and the *** proof of return.

  Customer Answer

  Date: 04/02/2024

  Better Business Bureau:
  
  I received direct communication from the business in response to my multiple inquiries. I attached a screenshot of their response. I'm happy to report that they have finally issued my refund, so my issue is resolved for complaint ID ********.Thank you for your assistance, I really appreciate it.
  
  Sincerely,
  
  ***********************************
  
  
  
   
  
  

• Initial Complaint

  Date:03/05/2024

  Type:Billing 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 ordered a Staub Petite French Oven on sale and when i checked out my old address was entered as shipping address. I immediately tried to change it after the order was placed (within minutes) and was told they couldnt change it. So they eventually offered me a $25.00 store credit after numerous email contacts. . The item was delivered to my old address and the people there returned it to sender. I emailed the proof of return delivery to Food52 but they told me they couldnt send it back out to me and would instead give me a refund which hasnt happened either and which I told them I didnt want, i wanted the item. . If i reorder the item it is now $100 more as it was on sale when I bought it. I just want them to send me the item I purchased and I shouldnt have to pay more for it. I have multiple Emails regarding this issue if you need them. There is no phone number for Food52 so you cant speak to an actual person. All my contacts have been with representatives in ***************.

  Customer Answer

  Date: 03/30/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Food52, Inc. has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  Date:01/12/2024

  Type:Customer Service 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 bought a set of dishes for my daughter for a Christmas present. It arrived at the end of Nov but of course was not opened until Christmas. At that point the 30 day refund window was almost over. After my daughter opened them she realized the color of the actual dinnerware was nothing like the color of the dishes on the website. I have requested a refund but keep getting the same response. That the 30 day refund window is up. I understand that but being it was for Christmas so there was a delay in opening the package and the fact that the item is not as described I feel a refund is warranted. Now that I have done research on this company I see that this is a major issue with them, The fact that you cannot call and speak to a customer service person is also a problem. I have asked for a supervisor to respond to me and keep getting the same automated response. I am not even sure the person I am dealing with is human. **************** is something no company should take lightly and offering a return even if the time frame is up under this circumstance does not seem unreasonable. Exceptions can always be made. Thank you

  Customer Answer

  Date: 02/06/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Food52 has been resolved.
  

  The company let me return the dishes and refunded me the money. They did what was right and I am satisfied with the results. 

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

• Initial Complaint

  Date:01/03/2024

  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 purchased an expensive item Le Creuset from Food 52 and received it end of October. I had it saved in order to give it to a family member as a Christmas gift. The item is damaged and can not be used. I notified the seller and asked for a replacement, not a refund. They refused and stated I waited too long I their policy is 30 days. think given the expensive price of the item, a replacement should be reissued.

  Business Response

  Date: 01/03/2024

  Food52 asks customers to contact us regarding order issues within *************************************** a resolution. Policy stated in website FAQ attached to this response.

  Order #******* was delivered on 10/25/23. Customer first reached out regarding the damaged item on 12/28/23, 65 days after delivery.

  Order #******* confirmation attached to this response.

  Food52 has made a one-time courtesy exception in this case and will ship replacement order #******* to the customer.

  Order #******* confirmation attached to this response.

  Customer Answer

  Date: 01/22/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:12/27/2023

  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.

  Hello, I am emailing to report a problem with order #*******. My return was made, but I have not received my refund. I sent back both the ******** and the Le Creuset Dutch ovens. I have waited for weeks and Food52 has deducted my discount code from my total return. This was never shown..The tracking numbers are ** *** *** ** **** **** (Le Creuset)** *** *** ** **** **** (********)Please issue a refund back to the original payment method including the cost of the promo code..

  Business Response

  Date: 12/27/2023

  Customer was issued promo code discount on order, screenshot attached.

  Note this customer has reached 42 times to our help center to state the order was not received. 

  Tracking shows both returns are currently in transit. Screenshots attached.

  Once received by the warehouses and confirmed in resale condition, a refund will be issued for the product.

  Customer Answer

  Date: 01/11/2024

  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 because:

  [Your Answer Here]

   

  Hello, the order was returned back to the returns center.

  Please see tracking with the prepaid returns label,

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

  This is for the ******** Home set, the trash cans, and the Le Creuset item pot and ************

   

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

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