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:12/03/2024

  Type:Delivery 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 placed two orders on 11/28/2024, one to be delivered on 11/30, one on 12/01.The first order was postponed due to vehicle issue, as notified by the system, so now it will be delivered on 12/01.The second order arrived 12/01 13:40 pm, but when I went downstairs to pick it up, the concierge told me the delivery guy dropped the wrong box and left. They noticed the address was wrong and told him this is 30th ST, the guy answered and left with no hesitation.I took a picture of the wrong delivery and contacted customer service, they told me this matter would be escalated to the manager and they will let me know later. I waited, asked customer service several times, but there was simply no solution. The grocery for another family, another address, just sits in the concierge fridge while mine is still missing.Not like other products, these are groceries and are perishable, how am I supposed to trust its safety when my first order was packed and stored in god knows where for one night, and how are other customers supposed to trust their order when they are dropped to wrong address then retrieved, and deliver to them later?

  Customer Answer

  Date: 12/28/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Freshgogo Inc. regarding complaint ID ********.
  
  Sincerely,
  
  **** ****
  

• Initial Complaint

  Date:03/22/2024

  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.

  I placed an expensive order and eventually did receive it. However my order was missing the durian and passion fruit I ordered. One of the guavas I did receive was rock hard and inedible and the other two wesh mashed and full of bruises because there was no packing material at all. Just loose fruit in a very large shipping box. Two of the three yams I got were mushy and rotten. No cold pack was used to keep cold items despite me paying an extra fee for this. I've since sent four emails and none were replied. This has been a terrible experience overall.

  Customer Answer

  Date: 04/15/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Freshgogo Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

  Business Response

  Date: 04/19/2024

  Dear Sir/Madam,
  
  Thank you for forwarding *** *** ********’s review to us. FreshGoGotm takes our customer’s comments very seriously as we pride ourselves in being a customer friendly organization.
  
  We are truly sorry that some of our products are out of *** ********’s expectation, and thank you for his feedback. We will bring up the issue to our product manager and the vendor. To better serve our customer, in case there is any other quality problem Ron may encounter in future, please report the issue and request refund by logging to his account, finding the order and item he has problem with, filling out the refund request form. Customer might also contact online service rep. by clicking on the man-shaped service icon on the upper-right corn of the order page to chat with our representative. FreshGoGo will investigate and properly address any issues customers might have.
  
  At this moment, we have refunded all the items *** *** ******** didn’t receive or has quality problems with. If there might be any further questions or other concerns, please do not hesitate to contact me at *************************
  
  Sincerely,
  ***** ****
  Customer Service

• Initial Complaint

  Date:02/07/2024

  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.

  Missing Order - Freshgogo texted me order arrival and delivery time but when I got there on time, the truck didn't have my order at all. He just said I'm sorry, we'll refund you the money. I had to leave empty handed after driving 45 mins. Then had to drive another 45 mins to get home. They did not refund the money until more than a day later after I emailed and chat the dispute. I finally got my payment back but it's clearly a mistake to advise that order is ready for pickup when it's not. They know that people had to drive to their location. The mileage and hassle was not reimbursed even though it's their mistake. So beware if you live far away! Big order could mean big loss if they don't refund you. Small order is not worth the drive. I will not buy from them again. My husband bought once before and some of his items were due to expire same day. Beware of expiration too. They discount items that expires (like immediately) but they don't say that on their item page when you put into your cart. It's always a surprise and you'll have to use it up right away. They have to let people know if something expires within a week or soon. Discount does not mean advisory. People can choose to buy or not buy if they know the expiration date. A discount of $1 means nothing if they have to throw it out. Buyer beware of expiration date and no order upon delivery!

  Business Response

  Date: 02/27/2024

  Dear ***/*****,
  
  Thank you for forwarding *** ************ review to us. FreshGoGotm takes our customers comments very seriously as we pride ourselves in being a customer friendly organization.
  
  We have carefully reviewed *** ***** complaint. She placed the order on 01/30/24 and delivery was scheduled on 02/03/24. Her order was packaged in 1 box. The box was on the truck when the driver arrived her pickup location on the delivery day, so she received order arrival notice. However, it was picked by another customer with a mistake. As a result, ************ was unable to find her box at that location and then she contacted customer service. We spoke with the driver to verify and the entire order of $54.28 was refunded about 30 minutes later at 19:30 on 02/03/24. (It may take a few days for ************ to receive the refund on her credit card through). We are very sorry for the inconvenience caused to ************, and have added a 15-dollar voucher in **** account in hope that she can give us another chance to try our service.  
  
  Also as most of supermarkets, we do occasionally get rid of expiring items at very deeply discounted prices usually 50% or sometimes over 80%off. The companys rule is to clearly list the expiration dates so the customers can purchase the expiring SKUs at their choice. However, even though the chance is very small, we don't rule out the possibility that this information may be missing due to human error sometimes. We double checked all the expiring items, and at this moment all the items are with an expiration date.
  
  If there is any further questions or concerns, please contact online customer service. We are willing to solve any issue *** ************ might have.
  Sincerely,
  
  *******************
  ****************

• Initial Complaint

  Date:12/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company sell products that is almost expired. I received products at 10pm on Dec 8 that are expired on Dec 11 while the product page didnt specify that the expired date is so close! I contacted them and they shamelessly changed the product page by adding the expiration date. Luckily, I forgot to complain about another product expired on the same date so they didnt change that product page and I took a screenshot already. I asked for a refund or replacement but they refused. I think its irresponsible to sell products have extremely close expiration dates without **** it in product page. Its like scam!!!

  Business Response

  Date: 12/28/2023

  Dear Sir/*****,
  
  Thank you for forwarding ********************* review to us. *********** takes our customers comments very seriously as we pride ourselves in being a customer friendly organization.
  
  As most of supermarkets, we do occasionally get rid of expiring items at very deeply discounted prices usually 50% or sometimes over 80%off. The companys rule is to clearly list the expiration dates so the customers can purchase the expiring SKUs at their choice. However, even though the chance is very small, we don't rule out the possibility that this information may be missing due to human error sometimes. We double checked all the expiring items, and at this moment all the items are with an expiration date.
  
  We are truly sorry for the inconvenience to Yiqun. We looked into his/her account and had refunded the items ************** requested. If there is any further questions or concerns, please contact online customer service. We are willing to solve any issue ************** might have.
  

  Sincerely,
  
  *******************
  Customer Service

• Initial Complaint

  Date:06/29/2023

  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.

  Ever since I signed up for an account with **********************, I have been receiving spam text messages in ******* as well as spam phone calls from *****. This is highly suspicious as FreshGogo's primary clientele is people of ******* descent. This has continued for months. Today, I received a promotional email for a ******* herbal medicine online retailer that I most definitely did not sign up for. FreshGoGo is selling customer's private information, without permission, for extra revenue!

  Business Response

  Date: 07/07/2023

  Dear ***/*****,
  
  Thank you for forwarding *** ******************** review to us. FreshGoGotm takes our customers comments very seriously as we pride ourselves in being a customer friendly organization.
  
  However, it must be a misunderstanding. FreshGoGo makes profits by providing high quality products and services to our customers.Selling customers private information will only ruin our business and we are smart enough not doing so.  Also, FreshGoGo has a professional team to safeguard our customers personal data. We securely maintain the system and prevent it from leaking out any customer information.
  
  We tried to call ************ but unable to reach her. Please contact customer service. We would like to investigate the problem and glad to answer any further questions she might have.
  
  Sincerely,
  
  *******************
  ****************

  Customer Answer

  Date: 07/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:03/16/2023

  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.

  Fresh Gogo messages me every few months and each time I say "STOP" to unsubscribe. They then text me with a brand new number even thought I already unsubscribed. They have done this three times now.

  Business Response

  Date: 03/28/2023

   

  Dear Sir/Madam,
  
  Thank you for forwarding ***************************** review to us. FreshGoGotm takes our customers comments very seriously as we pride ourselves in being a customer friendly organization.

   

  We have passed the issue to our tech. support department. It was a system error that leads us to keep sending out marking materials after ************** requested for unsubcription. We have fixed the problem and **************** will no longer receive any marketing messages from us. 

   

  We thank ************** to report the issue.If there might be any further questions or other concerns, please do not hesitate to contact me at *************************************.
  
  Sincerely,
  
  *******************
  Customer Service

   

  Customer Answer

  Date: 03/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************