ComplaintsforHungryroot

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This was the first time trying to service. Expected delivery was 727. The delay notice was sent. Item did not get delivered until 7:29, apparently after sitting on the truck for several days. Multiple contacts too hungry root for refund because the order included perishable items, vegetables, dairy-based items, meat products. Hungry Roots response was if the items are over 40 when they arrive throw them away. So when they arrived, the interior box temperature was 64.5 f, ice packs were completely melted and warm and one head leaked and slimed products in the box They issued a $10 credit to my account. This is no way covers the cost of spoiled items. The $79 charge was for what ended up being salvageable: a red onion, two scallions, a bag with buns, 6 tortillas, and about two dozen Small potatoes. The multiple contacts to hungry root resulted in bot responses. After the box was actually received, and I sent them a picture of the internal temperature, there has been no contact from them regarding the status of my request for a refund of the $79.

  Customer response

  07/30/2024

  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

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hungryroot is fraudulent and charged me for meals based on false advertising. The order connects to **************************** I attempted to speak with the organization based on the charge on my account and they would not reply. I have blocked them on my credit card company.

  Business response

  08/07/2024

  We apologize for the frustration and unwanted delivery! When a customer takes our quiz, they're presented with a plan that we suggest, along with pricing and the option to check out. If customers check out, an order is placed and a subscription starts on the account. The account records show that checkout was completed on July 22nd at 9:19 pm ET. As a weekly subscription service, we charge and process orders every Thursday unless they're skipped, paused, or cancelled. Since this didn't occur before the first order was finalized on July 25th, the order was processed and shipped. An agent assisted with a cancellation and full refund on July 28th, as the box would be delivered when it couldn't be retrieved. Refunds can take 5-10 business days from the date of issue to process, and we recommend checking in with your bank or credit issuer to verify receipt. We appreciate your patience and understanding.
  

• Initial Complaint

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am unable to cancel my subscription. It says to go to account settings and that is not an option. I have emailed them 4 times. Monday July 15th I received a box of food I did not order. I have been charged for it and want $91.12 refunded and my subscription canceled. I have sent multiple emails without a reaponse

  Business response

  08/07/2024

  We apologize for the unexpected box and the wait! At the time of contact, our ************* team was experiencing increased outreach, which delayed their reply time. We can confirm that on July 18th, an agent-assisted with cancellation and a full refund. Refunds can take 5-10 business days from the date of issue to process, and we recommend checking in with the bank or credit issuer to verify receipt. We appreciate your patience and understanding.

  Customer response

  08/15/2024

  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

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/27 I logged into my old hungryroot account. I was curious with the rising price in groceries lately, and wanted to see if their delivery service was any cheaper. I reactivated my account, unknowingly that this would cause an automatic charge to my account, when I saw it was more expensive I never checked out or hit a submit an order button. The next day I saw on my credit card a charge for $166. I immediately contacted the company and their response was basically sorry too late you hit the reactivate button and you were charged. I said this is a sneaky and fraudulent process, as I never even picked meals or hit submit on the order I was just looking. They refused to refund my money and said my shipment of item is already ion its way. A shipment of food that was picked for me as I didnt pick anything. I contacted my bank this is a disgusting process and this company should be ashamed of itself for taking advantage of unsuspecting consumers.

  Business response

  07/01/2024

  We apologize for the frustration caused and the unexpected delivery! After selecting the 'Reactivate' button on a cancelled account, the subscription is restarted. At that point, a confirmation screen that states that the account has been reactivated and for how much is shown. The scheduled delivery date of the upcoming order is also shown when a customer views it. As a weekly subscription service, an order is processed and shipped every week unless the order is skipped or the subscription paused or canceled prior to cut-off. That being said, your feedback has been shared with our User Experience team, and we're sorry for the confusion. An agent issued a 50% refund and we've refunded the other 50% as a courtesy to the card on file today. Refunds can take 5-10 business days from the date of issue to process, and we recommend checking in with the bank or credit issuer to verify receipt. We appreciate your understanding.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have canceled my hungryroot membership and skipped all future deliveries they ate now sending another delivery 6/26. They sent a reply sorry to see you go. Wait for confirmation of cancelation by email. The email never came. This was back in May..still dealing with no way to combat buisness directly and only email address for company as customer service. Not sure I can afford another order to ship as I am a teacher and not paid in the summer. Please let me know if there is more I can do to stop this meal service.

  Business response

  06/30/2024

  We apologize for the trouble! We can confirm that a ******** Care agent explained the situation via text and assisted with cancellation of the subscription on June 26th. There will be no further deliveries, and we appreciate your patience and understanding.

• Initial Complaint

  06/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hungry Root is a food delivery service. My May 24, 2024 delivery did not ever arrive. I discribed the issue 4 times on their help page. Their bot only addresses items damaged or left out. I cannot find a phone number for them either

  Business response

  06/30/2024

  We apologize for the frustration caused and any difficulty reaching our ************* team! While we don't have the capacity for phone support, in addition to the Contact Us form on our site, you can also email ************* at ***************************** or text us at ************. It appears that this box may have been damaged and in transit, and we've issued a full refund to the card on file today. Please allow 5-10 business days for it to post to your account. We've also issued a $10 credit to your account for the trouble. Our ************* team is here to help during business hours, 7 days a week, and we thank you for being a customer.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Both deliveries arrived well above food-safe temperatures. I asked for a refund and was told the food was safe to eat. Both the *** and I disagree. I would like a full refund. I have attached pictures showing that food arrived at temperatures between mid-60s and upper 70s, well above food-safe temperatures for refrigerated food. 05/20/2024 ************** ************* NY $106.49 05/10/2024 ************** ************* NY $61.51

  Business response

  06/09/2024

  We truly apologize for the warm groceries and inconvenience caused! We've made sure to notify our operations team concerning these incidents, as this isn't the level of service we promised to provide. We're also sorry for the miscommunication from our ************* team. The agent asked for confirmation of the perishables being cool to the touch, but we wouldn't advise customers to consume perishables that arrive over 40 degrees. We've fully refunded your orders to the card on file today. Refunds can take 5-10 business days from the date of issue to process, and we recommend checking in with the bank or credit issuer to verify receipt. We appreciate your patience and understanding.

  Customer response

  06/25/2024

  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

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On the 25th of May, we received a damaged box of food from Hungryroot. The box was barely taped, and inside contants were busted, thawed, or rotten. Even the cold pack busted on some food. I could feed my family woth at least half the contents. I contacted hungryroot that I was disappointed and didn't want to use them further. They were nice and refunded me but turned around and charged me again and sent another shipment. I was charged on the 28th and THEY claim it was because I didn't cancel soon enough. They'll tell you that's the truth, however, no. I also received a cancelation email and somehow now they say you have to cancel before your next shipment, but when I logged in I saw cancelled and no shipments. I think they done something sneaky and charged us again. Also, the company prides themselves on sending antiinflammatory food, and that was the reason we signed up, but the contents contain mostly thinks I cant even have, another reason for the cancelation. They have no phone number to call, a chat feature that is a robot, and a text or email option with no immediate help! It is beyond hard to work with a company that doesn't have a full customer support set up, and they lack supporting the customer 1000%. I think this whole thing is bad and misleading and they aren't accepting responsibility which is pretty sad. Completely disappointed and will never use them again.

  Business response

  06/06/2024

  We apologize for the frustrating experience and the poor condition in which your groceries arrived! Regarding cancellation, depending on a customer's default delivery day, orders are finalized at 7pm ET (4pm PT) the Monday or Thursday before the upcoming delivery. As a weekly subscription service, we automatically charge for and process orders during our bi-weekly cut-off days unless the order is skipped or the subscription paused or cancelled prior to cut-off. Any orders finalized prior to cancellation will still ship. This is stated in our terms and conditions, as well as a blurb on our cancellation emails sent to cancelled customers, which is attached. A cancellation was performed on the customer's end on 5/28/2024 at 9:15 am. However, the upcoming order was already finalized the prior evening at 7pm ET. This is why an order is processed, and ship schedule information can be found in our ************ While we don't currently have the capacity for phone support, our ************* team is available during business hours seven days a week and responds to inquiries in the order in which they're received. Regarding anti-inflammatory foods, while we do have a filter that can be selected during order editing, we're sorry that fell short in delivering food that you could enjoy and we've shared your feedback with our team. We've also refunded the remaining cost of the second order to the card on file. Refunds can take 5-10 business days from the date of issue to process, and we recommend checking in with the bank or credit issuer to verify receipt. We appreciate your understanding.
  

• Initial Complaint

  05/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Im filing a claim against Hungryroot for pernicious and predatory actions. Recently, I decided to peruse meal kit delivery services. For most of these services, sellers require an account to be set up (with billing info) in order to see the menu. So, at each site, I input my CC info so I could see their options. I went back and canceled them all when dissatisfied. However, by the time Hungryroot responded, my meals had already been shipped though I hadnt received an email informing me of such an action. So, I was footed with the bill for a subpar meal kit service. They would not reverse this or offer a refund. Whats worse, when I received my package, I found that critical ingredients were omitted. There was no paneer for the paneer dish. No mushrooms for the mushroom dish. Also, for some reason, two bags of burger buns were included. I contacted them about this glaring issue and they refunded me a measly $15. Im not pleased. Any other company would have fairly compensated me especially after I wanted the box canceled altogether! I will be filing a claim with my credit card company.

  Business response

  06/06/2024

  We apologize for the frustration caused and the unexpected box! The account activity and our messaging platform shows that checkout was completed and a confirmation email was sent on May 23th 2024 at 10:45 am, which was opened by the customer. Depending on the chosen default delivery day, orders are finalized at 7pm ET (4pm PT) the Monday or Thursday before the upcoming delivery. Since Wednesday deliveries are finalized on Thursday - the day of sign-up, the order was finalized that evening and our ************* team was contacted a day later on the 24th. Once order information is sent to our facilities, ************* agents are unable to cancel the order or stop the shipment. We're sorry that the timing didn't allow a larger window to review the order or cancel it. That being said, we understand that this was a frustrating experience and refunded the remainder of the cost to the card on file. Refunds can take 5-10 business days from the date of issue to process, and we recommend checking in with the bank or credit issuer to verify receipt. We appreciate your patience and understanding.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered my first Hungryroot box and I am incredibly displeased with the order and the customer service. The order was not well packed and loose items damaged. Most concerning is that the order shipped from ********** on 5/23/24 around 3:00pm and was delivered to ********* around 24 hours later with no ice on the top to cool a box of mostly perishable items. Additionally, the meats that were supposed to be kept cool on the bottom were not kept at a safe temperature for consumption. I responded to the text about my delivery right away and requested an immediate refund as it was unsafe to eat any of the food including meats and dairy. I stated that I would be happy to send the box of unsafe food back to Hungryroot. I received an automated email from a third party saying they were contacting Hungryroot customer service. The email said I would not be contacted for 24 to 48 hours and that they don't have the capacity to take phone calls. I am concerned that I will not be refunded and that even though I have cancelled before my next delivery that items will autoship and I will be charged again. These concerns are based on similar complaints from other subscribers and the fact that Hungryroot has 0 live customer support during 9-5 business hours on a weekday. I spent my food money for the week on Hungryroot and now I have 0 food to eat. Hungryroot needs to guarantee that my account will remain cancelled and that no more orders will ship and be charged to my card. Additionally, I have placed a dispute on the charge with my bank due to the lack of available customer service during normal business hours. Hungryroot needs to allow the bank to process the dispute and needs to respond with a guarantee that my account will not be charged further and that my account will remain cancelled. This is the first time I have ever had to dispute a charge and the first time I have ever filed a BBB complaint due to lack of trust in the business practices of a company.

  Business response

  06/05/2024

  We truly apologize for the disappointing experience with us! While it's true that we don't have the capacity for phone support, our ************* team is available through the Contact Us form on our site, ***************************** or via text at ************. We wouldn't expect any customer to pay for food that doesn't arrive in good condition or at a safe temperature, and that's not the standard for our boxes. Our team was contacted by email on during the evening of May 24th and an agent replied in the afternoon of the following day. The subscription was cancelled as requested, but there appears to have been a processing error with the refund. Again, we're so sorry for the wait regarding your reimbursement, and a full refund has been issued today. Refunds can take 5-10 business days from the date of issue to process, and we recommend checking in with the bank or credit issuer to verify receipt. We appreciate your understanding.

*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. ↩