Blue Apron, Inc.

Revdex.com:
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:
There email is not current/accurate Groupon has already remedied the problem and issued me a full refund
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

I apologize for the confusion of this promotionThe promotional email applies to portions per recipe of our 2-Person PlanWith our Family Plan, portions per recipe costs $As *** requested, we went ahead and increased the amount discounted to $so ***’s order was
free

Dear ***,
This is ***from Blue Apron, responding to your complaint through the New York Revdex.comFirst and foremost, I would like to apologize for any confusion or inconvenience this has
causedI also want you to be aware that *** *** emailed us regarding this issue on Thursday 1/**/2014, and we responded to her email on Friday 1/**/2014, to explain the confusion and resolve the issue
*** received a gift subscription for our service from a customer of oursWith our gift subscriptions, the recipient needs to create an account with us to schedule their gift order(s), but no credit card information is required for the accountOn the payment section of the siprocess on our website, gift recipients have access to a "skip" button that allows them to skip over this page and create the account with no credit card informationIf a gift recipient skips this step and doesn't enter any credit card information, the account will shut down once the gift has been fully redeemedGift recipients do have the option to enter credit card information if they want to continue using our service after the duration of the gift subscriptionIf credit card information is entered, then the account would stay active with further orders, like a normal, non-gift account
During the siprocess for this account, *** entered card information, which meant that orders were scheduled beyond the duration of her giftShe wrote in to us and alerted us to the charges, and we refunded her and cancelled her account so that no further orders would be scheduledShe responded to this email, and we sent her some further information about the processing of refunds
Once again, I'd like to apologize personally, and want to reiterate that the unwanted charges have been refunded, and that Susan's account is no longer activeWe'd be happy to discuss this directly if you or *** want any further information
Best,
***

*** left a voicemail on August ***, and we responded days laterThis isn’t as fast as we would like to respond, and we are actively working on growing our team so this doesn’t happen againWe refunded *** in full
for the charge he incurred, and also covered the cost of one of his next recipe’s, should he ever order from us again

Revdex.com:
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,
*** ***

Revdex.com:
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,
*** ***

Revdex.com:At this time, my complaint, ID *** regarding Blue Apron, Inchas been resolved
(By clicking "OK", your complaint will be closed as
Resolved.)
Sincerely,*** *** ***

Hello, The promotion was for two free meals (or servings)Our 2-person plan has two
meals per recipe ($per meal; total value $19.98) and meals totalOur family plan has four meals per recipe ($per meal; total value $17.48) and meals totalUsing your feedback, we’ve already worked with our Marketing team to improve explanations on our future promotions. Amanda H*** Customer Experience - Team Lead Blue Apron

Hi ***,
I would like to apologize for any confusion or inconvenience this has caused, and want you to know that we care deeply about our customer serviceAs you probably are aware, you
have already been refunded for both deliveries in question (5/**/and 5/**/2014), and your account has been cancelled
Our records show that you initially emailed us on 5/**/2014, and we responded that same day with the details on how to cancel the accountUnfortunately the account was not cancelled and on 5/**/you sent us another emailAt that point, we cancelled the account for you and also refunded the charges you experienced in the meantime
I'd like to apologize for any confusion regarding our cancellation process and want to reiterate that the unwanted charges were immediately refunded even before your complaint hereWe'd be happy to discuss this directly if you would like to discuss it further, and will use your feedback internally to improve our processes
Thanks,
*** ***
*** *** *** ***

I received a free week of meals from my sisterDecided to try it out with high hopes that I would like this serviceWhen I received my first email saying my shipment was on the way I was disappointed that when I tried to change the meals that I'd receive, not all options were availableDispite this frustration, I still signed up for the serviceThe "free" week showed up on time as expected, however with disappointing optionsThe 2nd week is the real issue...I paid $for this deliveryThe package showed up missing the "knick knacks" bag for an entire mealI contacted Blue Apron and their solution was that they were sorry and they wish they could replace the items for me they understand that it's frustrating to go to the store!! No other options!! I requested a refund but was told that due to the fact that my account was already closed they could not refund my accountWhat other company out there can get away with charging full price for a product, not sending the full shipment that I paid for, and then just saying "sorry"! Nope, not acceptable!!

Hello, Karl was charged $and $29.92, and we have refunded him in full for both chargesWhen he let us know that he wasn’t seeing those refunds, we provided reference numbers that he could provide to his bank to confirm these refundsIn regards to the orders
that weren’t successfully delivered, we apologize for that experienceOur shipping team investigated further with the shipping company, and found that additional delivery instructions might be helpful

Revdex.com:
It has taken until today to resolve this complaintThis is ridiculousAs you can see in the attached photo of an email I received on July 15th Amanda stated a refund with be in my bank account within 5-business daysIt wasn't until I called the company again and emailed again saying I would make another complaint to the Revdex.com that I finally received my refund! This company deserves a F for serviceThey are horrible.
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,
*** ***

The customer emailed us and left us a voicemail. We responded via phone, the account is cancelled and the erroneous charges were refunded.">***
*** *** *** ***

Revdex.com:At this time, my complaint, ID *** regarding Blue Apron has been resolved
(By clicking "OK", your complaint will be closed as
Resolved.)
Sincerely,*** ***

SUMMARY: Blue Apron appears to have misled customers about late deliveriesSee below
We signed up with Blue Apron for Wednesday deliveries
Wednesday 11/**/15: On Wednesday 11/** received an email that Blue Apron “just received notice” that our delivery would be delayedThe email stated that a brand new box was packed that day and sent out to arrive
Thursday 11/**That same day, I emailed to ask how it was possible to pack a box the same day for delivery the next day when deliveries typically are in transit for two to three days
Also on 11/**, Rachael Cresponded that she had checked herself and ensured that Blue Apron packed a fresh box to be delivered to you on Thursday, 11/**She stated “Rest assured that it was a brand new box we packed for you and coordinated with our shipping carrier, to ensure that all of your ingredients will arrive fresh and with the proper insulation and ice.”
Thursday, 11/**/15: On 11/**, I emailed to explain that we received the box but that it was dated Monday, 11/**, which meant that Rachael appeared to be lying or didn’t know what she was talking aboutWe threw the food out and I asked to get an update as to what actually happened
Friday, 11/**/15: Having received no response, I emailed again asking for one
Saturday, 11/**/15: Having still received no response, I emailed again asking for one
Sunday, 11/**/15: I emailed a fourth time asking for a response
Monday, 11/**/15: Amanda Hemailed stating that “the labels were already printed but the order hadn't been packed yetSo, we were able to pack the boxes fresh to send out the next day.” She then included a series of links to past orders which didn’t seem to confirm anything other than the fact that we’d received the original box instead of something fresh packed the day before
That same day, I responded that what Amanda Hwrote was incorrect and pointing out that the box and label, of which I have photos, did not state overnight delivery from TexasI asked again for an explanation
Tuesday 11/**/15: Amanda Hwrote back to say she’d shared my email with the team and asking what the condition of the ingredients wasI responded that I didn’t believe Blue Apron’s explanation and wanted to speak with a manager
Saturday, 11/**/15: Having received no response, I emailed again
Monday, 11/**/15: Still no response, so I emailed againThat same day, Becca Nordeen responded stating that I’d received “conflicting and confusing information.” She went on to state that the message sent by the shipping team wasn’t clear, but that she couldn’t share “every detail” of Blue Apron’s relationship with it’s shipping carriersShe then gave a different explanation of what had actually happened
Problematically, she apologized that the new explanation wasn’t communicated to me clearlyIndeed, that version hadn’t been communicated to me at all, rather, a different and objectively incorrect account had been communicated to meI responded that it was my impression that Blue Apron had been caught in a bit of a lie and were trying to cover their tracks as best they could
The problem is not that information wasn’t communicated clearly, it’s that it appears to have been untrueThis is food I and my family and others and their families eatThis is not acceptable

Our customer service team responded to ***'s requests to cancel his account with instructions on how to cancel his account per our instructionsHe successfully cancelled the account on March
***, He had one additional delivery scheduled to arrive post canceling his account, which is why he saw an additional chargeWe require notice days notice to cancel a delivery, per our terms of serviceWe also responded to an additional email regarding this charge which was promptly refunded to his card***'s first order was free, the second charge was refunded*** ha sustained no further charges, and his account is cancelled

Hi Tina,
""> I see that you reached out to us on to us on 7/** regarding an account cancellationWe responded hours later with a link to cancel your accountNo deliveries or charges were made after your delivery on 7/**Because your request on 7/** was after your delivery on 7/**, you charged the regular price of $We are unable to locate additional contact prior to 7/**Please let us know if you used an alternate email address to reach out us

*** is correct in that Groupon’s are for new customers onlyThere were no technical issues, she just wasn’t able to redeem her Groupon as stated in their terms of the voucher because she had already been a customer with usWhen she reached out to our customer
service, we were experiencing higher than email volume but did respond to her email. Because she purchased this through Groupon, she needs to reach out to them for a refund as we aren’t able to help with that

I used the service for 3 months and initially the quality of the products was good and there was excellent variety. After the first month, The produce was suboptimal. There were insects in the snow peas and the peas were chewed up in parts. There was mold on the peppers and parts of the pepper were liquified. Scallions were translucent and soggy. Zucchini was very soggy. My friend, who used the service for the same time period, found a dead lizard in her produce and a portion of another dead lizard when she started to chop up the bok choy.
Tomatoes were cracked and soggy. When I notified the company and sent photos they informed me that this happens with fresh produce. They did give me a credit of $24 but I really wanted safe food.
The side dishes were very generous but the protein portions were at the small end. I ended up purchasing fresh produce and more chicken in order to prepare a full meal for two people. Even though the portion size was small, the quality of the meat/chicken/shrimp was good. The other seafood was fishy (Alaskan pollock not so good).
The recipes were very good and the variety was great. My husband really liked the meals because of the red pepper/hot sauce/spiciness. If it wasn't for the scary produce I probably would have continued with this program. But after 3 months, I was a little uneasy about what I might find when I opened up the box...
I am planning to try a different company as I like the idea of preparing and cooking fresh meals.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[I sent an e-mail to the company prior to this time. This e-mail was sent again after I saw I was billed and wasn't given proper notification on how to cancel the Blue Apron order.]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]