Terrible food and terrible customer service. No wonder they aren't accredited. I have tried and tried to get my money back for moldy vegetables to no avail. It takes days to hear back from a customer service agent and they do not even address your issue at hand.
Home Chef is a weekly subscription meal kit delivery service. Our service is designed to be a convenience to our customers. The deadlines we have set up are communicated both when the customer signs up with us, on the customers account page and each week through email notifications. However, it's...
clear in this customer's case that there was first a misunderstanding in our service guidelines and then a miscommunication in the resulting customer support interaction. That aside, it's clear that the customer did not intend to order those additional meals. In reviewing the interactions with customer support, it was not made abundantly clear that we understood that fact--which may have contributed to the perception of unethical business practice. Unfortunately, by the time the customer had reached out to us, it was already too late for us to cancel what was being sent. Our effort to communicate that was the bulk of the customer support interaction. To be clear, we are by no means intending to scam our customers into ordering more than they'd like and we apologize for the poor experience in this case. A dispute was filed on this charge and our dispute team responded to it by submitting our terms of use along with other relevant documentation. We're required to respond to all disputes filed with our payment processor and we have no authority to suggest a resolution--the bank makes the ultimate decision in how the dispute is resolved based on the documentation submitted by both parties. We mention that to reiterate that Home Chef does not engage in unethical business practices intended to charge customers without their approval. This customer's experience was a result of an unfortunate misunderstanding and we regret that we were not able to come to agree on a positive resolution sooner.
As a courtesy to this customer for the upsetting experience, we're happy to refund the charge in full. In order for us to do so, we'll require that the customer withdraw the dispute with his bank so that the charge eligible for refund. The customer can contact us when the dispute has been withdrawn and we'll issue the refund as requested.
Terrible food and terrible customer service. No wonder they aren't accredited. I have tried and tried to get my money back for moldy vegetables to no avail. It takes days to hear back from a customer service agent and they do not even address your issue at hand.
Home Chef is a weekly subscription meal kit delivery service. Our service is designed to be a convenience to our customers. The deadlines we have set up are communicated both when the customer signs up with us, on the customers account page and each week through email notifications. However, it's...
clear in this customer's case that there was first a misunderstanding in our service guidelines and then a miscommunication in the resulting customer support interaction. That aside, it's clear that the customer did not intend to order those additional meals. In reviewing the interactions with customer support, it was not made abundantly clear that we understood that fact--which may have contributed to the perception of unethical business practice. Unfortunately, by the time the customer had reached out to us, it was already too late for us to cancel what was being sent. Our effort to communicate that was the bulk of the customer support interaction. To be clear, we are by no means intending to scam our customers into ordering more than they'd like and we apologize for the poor experience in this case. A dispute was filed on this charge and our dispute team responded to it by submitting our terms of use along with other relevant documentation. We're required to respond to all disputes filed with our payment processor and we have no authority to suggest a resolution--the bank makes the ultimate decision in how the dispute is resolved based on the documentation submitted by both parties. We mention that to reiterate that Home Chef does not engage in unethical business practices intended to charge customers without their approval. This customer's experience was a result of an unfortunate misunderstanding and we regret that we were not able to come to agree on a positive resolution sooner.
As a courtesy to this customer for the upsetting experience, we're happy to refund the charge in full. In order for us to do so, we'll require that the customer withdraw the dispute with his bank so that the charge eligible for refund. The customer can contact us when the dispute has been withdrawn and we'll issue the refund as requested.