ComplaintsforReal Eats
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Complaint Details
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Initial Complaint
03/30/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
We utilized RealEats and found the experience to be a great one. Then my ******** ******* card was considered compromised and cancelled by ******** *******. We got an email notification around 12:00 AM stating they would re-run my old card or then cancel the order. In the mail it states you have until the next day. Their second email was roughly 5:00 AM the same day. I input my wife's card around 2pm that day. Order didn't arrive. I voiced my frustration with their emails and policy not being accurate. I updated to my wife's card and then the next week's order didn't process at all. I reviewed their own website yet their orders state it wasn't processed. I'm not looking for freebies at all and even told them that in email chains. Their logistics is a major issue. I asked for them to ship outside their schedule and they wouldn't. They have logistical and website issues.Business response
03/31/2022
Our customers are notified of a failed transaction when our system processes the order around midnight on Thursday. Our system will then try one more time on Friday morning and if the card is still not processed it does stop the order. Due to our meals being made fresh every weekend we have to have a strict deadline in place to re-try customers orders but there is always wiggle room if the customer reaches out. The payment had tried to process on 3/17 for delivery on 3/23. We did not receive any correspondence from the customer until 3/23 at 5:31pm. Of course we would love to process all of our customers orders but if they have a failed payment and do not reach out to us there is no way for us to be able to assist to process the order. We did offer a $20 credit for the inconvenience but the customer stated he did not want anything from us he wants us to fix the issue, which there is no issue this is how our process is set up. This was the customers 2nd order and has fully cancelled his account at this time. We would be willing to offer a credit and assist the customer setting up his payment method if needed.Customer response
04/01/2022
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
02/01/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I subscribe to their meal plans. Twice now I have found foreign objects in the mashed sweet potatoes. First, a hair, second, it appears to be a fly. I have sent emails with pictures and gotten no concern from them. They only wanted to know what meal it came in. This appears to be a safety or OSHA problem that needs to be corrected. Plus, I believe the product should be replaced. Can you help in any way?Business response
02/01/2022
Upon receiving an issue with one of our meals to be able to proceed with a refund or credit for an issue we always ask the customer to advise which meal this happened with so our kitchen can be altered and look into this. We had replied to ******'s email less than 24 hours after the initial complaint but we did not receive any further commination from ****** until yesterday. She had emailed support at 5:40pm, our business hours are until 5pm. We responded in the morning when we had opened at 9:07am ( we open at 9 but try to get the urgent emails first).We had advise ****** that we did respond to the initial email with no response but would send the issue to a manage to see what should be done. Normally we would credit for that meal only, in this case would be 2 equaling in the amount of 17.16 but because of the nature of the complaint and the first issue not being handled until now due to the customer not responding we did go ahead and apply a credit of $52 to her account.Please let us know if you need any further information regarding this case.
Thank you.
Customer response
02/02/2022
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,
****** *****
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Customer Complaints Summary
22 total complaints in the last 3 years.
0 complaints closed in the last 12 months.