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:01/16/2024

  Type:Sales and Advertising 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.

  Signed up for a kit on January 3rd with promotion of 65%, with no cap of a total amount off. The receipt was $91.94. Blue apron removed it, and changed the receipt total last minute with zero notice. They charged me $243.62 that was not authorized or expected. They are falsely representing and advertising promotions, then changing amounts last minute, to charge unauthorized amounts. This is false advertising and theft.

  Business Response

  Date: 01/26/2024

  Thank you for reaching out about this.  I can see you recently contacted our Support Team, and Im sorry for any confusion this might have caused. This is never the experience we want for our valued customers. Weve recently been made aware of an issue that resulted in part of the promotional offer not accurately applying to accounts, and I sincerely apologize for any inconvenience this may have caused.
  
  We appreciate constructive feedback, as its the best way we can adapt and improve going forward. Ive passed your comments on to the appropriate teams so that we can continue to grow and work toward changes in the future

• Initial Complaint

  Date:12/01/2023

  Type:Sales and Advertising 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 ordered a blue apron box and wanted to try it again because I've never had great experiences with it vs Hello Fresh, but hey it's been a while. I got my box and the produces were bad already. Same issue I've had before. I decided to cancel 2 days later because I just didn't want to deal. I cancel successfully but for some reason they think you would want another box if you don't skip when you cancel which is a scam. I'm cancelling I don't want any more. I saw my account had a pending charge and sent an email. Then I saw my account was actually charged so they never got to my email so I called and they said they can't cancel my order, which is weird because it's supposed to be fresh. How is it getting to me fresh if they are starting it now. Probably why I keep having issues with produce. Makes me question the actual meat because it's shipping to my home Monday so it's a little too early to prep imo. Pretty much I want a refund. I don't want another blue apron food in my home. They are also sending me an item that has peanuts which I'm allergic to per the customer service.

  Business Response

  Date: 12/06/2023

  Thank you for providing us your feedback. I'm sorry that this was your experience with Blue Apron upon your reactivation. While we aim to provide clear communication around our cut-off dates and timelines for changes to your account, your experience around our product and the level of support you receive is paramount. We hope to make things right and improve your experience moving forward. With that, a member of our CX Leadership will be in touch with you shortly regarding your feedback.

  Customer Answer

  Date: 12/07/2023

  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:

  [Your Answer Here]

  Second issue. I'm also gluten free not for fun but due to medical reasons. If someone doesn't pick an option why are the default options not gluten free. Both items are full of gluten. I can sub one thing out if something has gluten in it but the main items have gluten in them. Why include common allergens in default meals? At least ask so it's never someone's default.
  

   

   

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

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

  Business Response

  Date: 01/03/2024

  Thank you for providing us your feedback. I'm so sorry that this was your continued experience with Blue Apron. Due to the Holiday season this response was delayed and we apologize for the continued inconvenience. We hope to make things right and improve your experience moving forward. With that, a member of our CX Leadership will be in touch with you within the next ***** hours regarding your feedback.

• Initial Complaint

  Date:11/08/2023

  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.

  I cant get in touch with a human. I call and am on hold for over ten minutes with no one picking up. I get generic responses to emails and if I do chat they dont answer. I canceled my account the day I noticed they tried to charge me for another box that I hadnt ordered or picked the meals for. This had to be Tuesday and for delivery Saturday. I managed to figure out how to cancel and told them not to charge me which they still did and still sent the unwanted box. When you cancel your account they deactivate it and trying to login takes a million tries because of the errors on their website and then forcing you to make a new password. And logging in doesnt even show you past orders or anything. I want a refund

  Business Response

  Date: 12/06/2023

  Thank you for providing us your feedback. I'm sorry that this was your experience with Blue Apron upon your reactivation. While we aim to provide clear communication around our cut-off dates and timelines for changes to your account, especially around cancellations. Your experience around our product and the level of support you receive is paramount. We hope to make things right and improve your experience moving forward. With that, a member of our CX Leadership will be in touch with you shortly regarding your feedback.

• Initial Complaint

  Date:10/02/2023

  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.

  Throughout the month of September, I was heavily advertised to on ******** with a promotion to reactive my Blue Apron account to get 50% off my first subscription box. I clicked on the link and selected my meals. While I didn't see the promotion reflected on my account, I wasn't worried because there was a disclaimer in the checkout window stated that "this amount may not reflect promotions and coupons". Once the box arrived, my credit card was charged $108 without any discount. I contacted customer service chat and they refused to correct the error. A follow-up email to customer service yielded the reply that " the offer was not redeemable because you had already redeemed a Free Trial offer and a reactivation promotion on this account". Nowhere on the advertisement I saw on ******** or once I clicked the promotion link did it state that the reactivation offer could only be used once per account. I explained as much in a reply email but was dismissed without any acknowledgment or accountability offered.As a result of this misleading information and to compensate for the inconvenience of multiple emails to customer service, I would like to request a full refund of the $101.80 that was charged on September 8, 2023

  Business Response

  Date: 10/02/2023

  Thank you for providing us your feedback. I'm sorry that this was your experience with Blue Apron upon your reactivation. While we aim to provide clear communication around our offers and promotions, your experience around our product and the level of support you receive is paramount. We hope to make things right and improve your experience moving forward. With that, a member of our CX Leadership will be in touch with you shortly regarding your feedback.

  Customer Answer

  Date: 10/02/2023

  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:08/03/2023

  Type:Sales and Advertising 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.

  False advertising. Blue apron advertise on instagram that they would offer a total of $180 off for resuming membership. When I called to avail of this, they stated that, although it is advertised, this promotion has expired. They were not able to honor the promotion. Its especially frustrating because this advertisement is still on Instagram hours later.

• Initial Complaint

  Date:07/17/2023

  Type:Billing 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 had $44.81 in credit left over from a gift card, as well as a $35 promotional credit that I got previously. I had a chat with Blue Apron support and had received the $35 promotional credit through that, so there should be a record somewhere of this. /I made an order (to be delivered 7/17/2023) for $65.94 + $10.99 = $76.93. My expectation was not to be charged for this. Since I did not want to do anymore business with this company, I canceled my account after making this order (it's kind of a malicious business practice that I have to cancel my entire account to unsubscribe because it makes it impossible to check my charges unless I reactivate my subscription...). /I got a charge for $32.78 on 7/13/2023. I reactivated my subscription to check on the charges, and I saw that the $35 promotional credit was nowhere to be seen. This actually happened before too, which was how I'd received that credit in the first place. /To put a cherry on top, on my credit card, this was labeled "Order" instead of the usual "Blueapron* Order", so I had assumed it was a fraudulent charge and had waited until today because I was waiting to contact my bank's fraud department. I only realized it was Blue Apron when they told me the charge was similar to the "Blueapron* Order" charges. Maybe would've been good if it was labeled properly or if I could simply log into my Blue Apron account without reactivating my subscription and risking huge charges on my account... /I would at the very least like a refund on this charge. I was not aware it was going to be made, and there was a giant barrier against me checking on it before the fact (having to reactivate a subscription that I would have to pay a lot for if I'm not careful).

  Customer Answer

  Date: 08/10/2023

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

  Also, it is quite stressful waiting for a response. I am keeping my Blue Apron account open to allow them to contact me easier, but that requires me to keep my subscription active with them. In order to avoid more charges from them, I have to log in and elect to skip orders every few weeks. I have to constantly keep this on the back of my mind, or else I'm going to forget and receive a $50+ order that I do not want.

  I wish I could keep my account open without a subscription, but their system does not seem to support that use case.
  
  Sincerely,
  ***** ********
  

• Initial Complaint

  Date:07/12/2023

  Type:Billing 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 signed up for a promotion on June 12 at Blue Apron for $110 off my first 4 box deliveries. I took the first delivery and skipped the next 2 due to being out of town and being able to do so on the website. My 4th delivery when I checked the impending charge stated it was $33 and odd change. I was charged $60.95. I contacted the company which stated that the promotion ended on 7-6-23. I told them that my promotion was for $110 off my first 4 boxes. They stated it expired before my last delivery. I think it is false advertising to offer a promotion for credit on my first 4 deliveries and some how have an expiration that could occur during your first 4 boxes. I would like my credit of $27 returned to my credit card.

  Customer Answer

  Date: 08/09/2023

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

• Initial Complaint

  Date:07/10/2023

  Type:Sales and Advertising 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.

  My blue apron account had been suspended due to traveling. On June 24th I received a $60.68 charge from blue apron. I was not sent any communication that my account was reactivated and would be charged. Prior orders I would receive an email a week in advance letting me know it was my last chance to make meal selections prior to shipment and being charged. In the past I would also get a notification if there had been a long amount of time in between boxes. After two weeks of back and forth with blue apron, they refused to stop the shipment claiming it was too late even though it was three days prior to when the carrier received the box. In addition, they sent me two meals that were basically the same flavors down to the same spice ingredients. One had noodles and one had rice. After more back and forth, customer service did admit that they failed to communicate and I should have received notification that I was getting meals again and they fell down on the job but will not give me my money back. This is a bait and switch tactic. I didnt even get tracking info from blue apron until the 3rd day of email back and forth as they were figuring out what I was sent and why. It did not appear on my account until after the box was delivered! It appears that their new tactic is to bait and switch people and see if customers just dont notice that their account has been charged. Im very disappointed with their customer service tactics and absolutely no notification I was even receiving food. If I had not checked my bank statement the food would have just rotted on the porch while we were away.

  Customer Answer

  Date: 08/06/2023

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

• Initial Complaint

  Date:06/02/2023

  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 have been using Blue Apron for a while now without issue. On 05/22, I received my weekly subscription with multiple missing ingredients. I asked for compensation via their customer support and received a $5 credit.1. $5 is not adequate compensation for a $32 meal that could not be cooked 2. A credit is not what i'm seeking, this should be a refund to my original payment method 3. The customer agent would not work with me on this when asked for the above and instead repeated their prompt clearly showing they did not read or care about my concern

  Customer Answer

  Date: 06/26/2023

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

• Initial Complaint

  Date:05/04/2023

  Type:Billing 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 received an e-mail from Blue Apron that I could re-open my account and would receive a $160 discount over the first four boxes upon re-opening. However, I was charged full price for my first box. When I reached out ot customer service I was informed that I would not be given the discount. I find this extremely unfair for the following reasons.1. Blue Apron sent me the e-mail with discount offer. At no time upon re-registering was there any indication that I could not use this offer. It was not until I'd already been charged and I had to reach out to Blue Apron directly was I informed that there was an issue.2. I have used this account for a long time with no issues and have never previously been told there were any issues with my account.3. I would not have re-activated my account if I had known that I could not use the discount. Seeing as I was not informed at any point that there would be an issue, this is an unfair business practice for Blue Apron to charge me over the quoted price in the original offer.

  Customer Answer

  Date: 05/29/2023

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