ComplaintsforFreshly Inc.
Food Delivery
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Complaint Details
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Initial Complaint
10/06/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I placed an order with heshly using a 100 gift card and paid the balance of ***** with a credit card, which was shipping and tax *********** automatically enrolled me in their subscription service. I did not establish an account and don't want the food. They sent me an email today Oct 5th indicating that they are sending another delivery 5 days from now, on oct 10th and charged me another 1*****., I contacted customer service via email and phone and they refused to refund and cancel the order. , I have not eaten the food that they sent to me on Oct 3rd and cannot eat what they are sending. This is a bait and switch. They were unwilling to escalate my concerns. They contacted me today via email at 648 pm and reached out this evening by phone and email this evening, so i know that they can cancel the order. the food is freshly prepared and sent in refrigerated packaging and has a short shelf the in the refrigerator. It hasn't shipped yet, so it can be canceled they just refused so that they can rip me off. If I can cancel an order at **********, I should be able to cancel this order. There is sufficient time to do so.. this was infuriating and invalidating. According to the website, this company is part of Nestl, so it is a huge disappointment that a billion dollar company refused to refund me for food that has not arrived at my home yet and has not yet been shippedInitial Complaint
10/05/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Date of Transaction: 10/4/2022 Amount of Money Paid to Business: $74.86 Dispute: Lack of Refund Immediately upon receiving an email with the transaction going through, I contacted customer service to cancel the transaction. The order was in processing. I was told that the order could not be cancelled, but they could request it. They were able to cancel the order, but the only way they could refund money was to give me store credit. At this point, I want to cancel the entire subscription service making the credits invaluable to me. I just want the money taken out today to be refunded to the same card of purchase because the order is now cancelled. I have attached a copy of the transcript.Initial Complaint
10/05/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Freshly notified me on Sep 29th that it shipped 6 meals to me at a certain address and that the meals would arrive on Sep 30th. On October 2nd, I received notice that Freshly shipped the meals to another address that it contend I requested prior to Sep 29th. They ignore that they sent me an email after my request advising me that they shipped the meals to a former address, which I relied upon by waiting at the address identified in their email, which I attach. The meals were ruined because I relied on Freshly's email and waited at the address where it reported it sent the items. They then refused to resend meals or issue a refund despite my forwarding them their own email, and advised me that it would have only taken me less than an hour to retrieve the meals from their address they delivered the items as if they know my work schedule, means of transportation, and the intense traffic patterns in my major city. They also ignore that by the time I received notice that a Freshly box was delivered, the food was ruined. Freshly refuses to accept responsibility for it erronesous email and my reliance on its erroneous email notice to me.Initial Complaint
09/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On 9/23 I called freshly spoke with a women representative and canceled my order. I did not write down her name as I had no reason to think it would be needed. On 9/27/22 I received an email @6:09 pm that my freshly order was confirmed for a 10/2 delivery. On 9/27/22 @ 6:24 pm I sent email explaining that: I had cancelled my order. On 9/27/22 Freshly emailed backed and said that my subscription had been on hold but was never canceled. On 9/27/22 I replied: Good evening,Yes I understand it was on hold: I called and spoke with a representative on Friday and cancelled it as I was not able to find a way to cancel it online. They said it would be cancelled and asked why? I explained that it was due to new dietary restrictions. Freshly replied: They cancelled my subscription but stated it was too late to stop the shipment. I replied that: If you ship the 10/2 order I will be forced to dispute the charges as I called on 9/23/22 and the representative said it would be cancelled after they offered to extend the hold. I explained that I needed the subscription cancelled due to dietary restrictions. They replied Hello ********,I understand and I really do apologize, we would like to go through in processing the request but there was no contact indicating that you contacted Freshly and requested to cancel the subscription so we cannot proceed with the request, I am so sorry. Rest assured that all your feedback was duly noted and this will be an amazing opportunity for our team to take action to improve the phases of our service. Please know that this will be addressed to the appropriate member of our team for investigation.Please accept our sincere apology for the difficulties we have caused you. We aspire to keep you as one of our most valued customers and hope to serve you better in subsequent times.They continue refuse to cancel an order which was not authorized and there is a pending charge of $77.97. I have not received a shipment notice for.Initial Complaint
09/28/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
My wife and I are both 77-Year Old senior citizens. I am a disabled veteran providing caregiver services for my wife who has alzheimers. On Saturday September 24th at 5:08PM I received an email from Freshly saying that my order for 9/29/2022 delivery was confirmed. I immediately cancelled my account as we could no longer afford this service and I received an email from freshly dated September 24th at 5:52PM confirming the cancellation confirmation. On September 27th I noticed that Freshly charged my bank debit card $131.93. A visit to their website showed that they were about to ship the September 24th order. I called customer service that same day to ask that they be reasonable, cancel the shipment, and refund our money. After speaking with an agent and a supervisor it was clear that they will not honor my request saying that their policy and business practices were firm. I acknowledge that I missed the deadline for shipment cancellation (by less than 1 hour) and I was only asking them to be reasonable and make an exception.Customer response
10/23/2022
Better Business Bureau:
At this time, I have not been contacted by Freshly Inc. regarding complaint ID ********.
Sincerely,
*******************************Initial Complaint
09/26/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I have been a customer of *********************** for a good amount of time. I have always received emails the day before the order deadline, reminding me to check over my order.I skipped a larger period of time recently due to finances. I didnt pay a lot of attention to the date at which orders would restart because I was counting on that email. Funny how I didnt get the reminder email the day before, only the order confirmation the next day.When I spoke to a supervisor and asked them to cancel the order, that was placed an hour before, I was told there is no way because everything is already in motion. Its very sad that they have to be so inflexible that they are willing to lose me coming back to them in the future over canceling one order for me.Initial Complaint
09/19/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Freshly continued to ship orders and bill my credit card after I canceled my subscription on August 30, 2022. I received food and my credit card was charged on 6/6/22 for $41.96 and on 9/12/22 for *****. While my account says it has been canceled it also says more food will be shipped on September 26. I canceled my credit card and the credit card company is disputing both charges. At first, they said they would refund me and then they said they would not. I exchanged emails with two customer service reps ***** and ***) and the team lead *****). They kept asking for pictures of the shipping labels and then asked for a picture of the actual box and finally an identification form of some kind that was not in the box. The only thing in the box were instructions on how to cook food. I offered the ship the food back if they sent me labels and picked it up. The food has since spoiled as this is a fresh food company. I have not received the credit card statement in the mail for this month, but I did contact them to find out about the charges issued. My confirmation # for ********* is **************Initial Complaint
09/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
on 9/7/2022 I redeemed a $75. a gift card that I received as a gift. I placed the order and there was a balance of $2.97 to which I used Paypal. Received the food when promised-which was great. 9/11 received an email stating the order was on the way. Today, 9/14 I received an email with "my" weekly order confirmation and a charge to my Paypal account for $77. NEVER did I sign up or consent for the subscription. When I called this evening and sat on hold for quite some time, the customer service person said I could not get a refund, they would issue a credit for Freshly. I stated numerous times that I did not want that. She continued and continued trying to "sell" me on it with different offers, etc...I emphatically said repeatedly I did not want the service I just want my money back. She then told me that I missed the "cutoff" for a refund by just 1 hour (conveniently) I asked her to escalate me to a manager and I waited for 10 minutes with no resolve. Extremely unethical in my opinion!Initial Complaint
09/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Have delivery service for FRESH meals delivered. Delivery on **** was delayed. As of **** ****** delivery delayed again We live in *******. We told manager we will not be able to receive meals on Friday.Initial Complaint
09/06/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
On 9/3/22 I received an email from Freshly to activate my subscription again.On that same date 9/3/22, I received an email saying "We're glad to have you back".I was not on my computer on 9/3/22 and did not activate the plan again. I did not click the link to activate.On 9/4/22 I logged in to my email, saw the two emails and immediately logged in to Freshly to deactivate.I was able to deactivate and also emailed Freshly to confirm but also ask them to unsubscribe me from future emails (as both emails sent to me did NOT have an unsubscribe option - see pictures I uploaded).I received a response that my subscriptions was cancelled but they were unable to cancel the "final order which is due to arrive on Wednesday, September 7th". This was NOT ordered by me and I should not be charged for it. I emailed back and explained that and got the same response again. I attached email and pictures of both emails to me yesterday that I did not click on and did not give the option to "unsubscribe".Customer response
09/09/2022
Better Business Bureau:
This company contacted me directly and resolved this complaint. This is ID ********. I find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
*********************
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Customer Complaints Summary
47 total complaints in the last 3 years.
2 complaints closed in the last 12 months.