Arbutus West Animal Clinic Ltd

Hi [redacted] ,I have reviewed all of the information provided and the previous emailsWhen I look into your HelloFresh account to get a full grasp of the situationYou signed up for a Classic box, not a veggie box, at check outA veggie box is $and does not include meal choiceMeal choice is only available for classic box subscribersIt states this in our FAQ'sThe first box that was delivered had meal choice made by youOne of the agents was incorrect, you did not get the Chefs selections which is the chicken, beef, and seafood/fish optionYou chose the seafood, pork, and veggie mealsClassic box subscribers always have access to at least vegetarian mealThis may be where the confusion wasAll meals are shipped at once and in the same boxThere is no where on our website that indicates that meal choice has anything to do with getting a boxAt checkout we inform you we are a reoccurring subscription and if you do not pause or cancel by the Wednesday the week before your next delivery you will be getting a box on the chosen delivery day every weekIt is unfortunate that you did not make meal choice for your second box which will be our Chef Selections, however, we have not made any error hereThe account is for a classic box, the meal choice was made by you, and you would have gotten a confirmation email confirming those choices as wellThe account was not cancelled by our cutoffThe first box was delivered on 6/ [redacted] which is a Tuesday and it was well within the time we could have cancelled the subscription or changed it to a veggie boxHowever, your email did not come until Sunday 6/ [redacted] which was too late for us to make any changesFor these reasons, we cannot issue a refund for the boxWhat I can do is add to the credit originally offered as a courtesy and change the subscription to a veggie boxSo I will put the value of the non-veggie meals you got with the first box to your HelloFresh account and change the cancelled subscription from a classic to a veggie so should you choose to use your credit you will be getting a veggie box with $of credit applied to itI am sorry that I cannot do more and I do understand your frustration but again, HelloFresh did not actually make an error here

Hi,I have reviewed your calls to us and I agree you should have been cancelled and refundedWe have issued full box refunds at $each that will process in a few business daysI do hope this resolves your concern

Hi [redacted] , We are so sorry to hear about your experience! We have reached out to you directly via email to help resolve this issue for youSincerely,The HelloFresh Team

Hi ***, A refund has been issuedPlease allow a few days for this to go through Sincerely,HelloFresh

OkYou will be removed from our email listHave a great day

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]

Hi there, I see that one of our Friendly Freshers was able to assist you with this matter If you have any further questions or concerns, please feel free to reach out Warmest Regards,The Hellofresh Team

Hi there, This email is to confirm that your account is canceled and you will not be scheduled for any futureIf you have any further questions or concerns, please feel free to give us a call at ###-###-#### and one of our Friendly Freshers will be more than happy to assist Warmest Regards,The Hellofresh Team

Hi ***,The $is the value of an entire mealBecause the issues you had with the box were for small ingredients, we have decided to credit you entirely for a mealRight now you have a full meal credit on your account as well as having been refunded $so in total, for this vegetable issue, you have been credited $total for this issueI can assure you if the meat was sealed and the box was cool they are safe to consume

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: They again reached out via email with nothing but I'm sorry that you paused it, after that it automatically enrollsNo explanation was given as to why I was not notifiedThis will be resolved when I get a full refund to my account In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

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: [Your Answer Here] The business has not offered a full refundI expect to receive the $I paid not some arbitrary number they have concocted$dollars is not expectable In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

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: First of all-What I got from them is a generic email with a title of " [redacted] " I Filed a COMPLAINT! This is the exact email language (and a copy is attached) [redacted] [redacted] ***This does not address any of my reasons for my complaint-specifically the BLOOD COVERED FOOD!!It seems to be just a generic response to avoid any Revdex.com claims of the vendor not responding to the complaint In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

A refund will be issued this week

Hi [redacted] , We are so sorry to hear about your unsatisfactory experience! We have reached out to you directly to help address your concernsSincerely,The HelloFresh Team

Hi there, We are very sorry about the missing ingredientsWe value your business and want to make things rightI will be reaching out to you directly regarding this matterI look forward to speaking with you-The Hellofresh Team

I have reviewed [redacted] account history that logs the actions completed under her accountWeek 45, the week in question for her delivery was never pausedPause means that a customer does not want an order for that selected weekIf the week in question was put on pause she would have never been chargeOur system automatically charges active account with out a pauses on itI confirmed and added the screen shot of the logs of the week that she did pause on 102015, week was not one of themShe paused the following weeks, week -

Hi there,We are so sorry to hear about your experience! We will be sure to remove you from our calling listWe apologize for the inconvenience.Sincererly,The HelloFresh Team

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved As a HelloFresh consumer, all I want is consistency and reliability in the service Sincerely, [redacted]

Hi there, We have reached out to you directlyWe hope that you find our solution satisfactoryWarmest Regards,The Hellofresh Team

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: The merchant describes subsequent boxes for the subscription service which is not my complaintI recognize most people will complain about the subscription service, so a "canned response" by the company is createdHowever, my situation is completely differentI started the service with my first delivery date of Jan ***I was charged for a "pre-first delivery box" on Jan ***The charge in question is not a subsequent box, it is an early box which was not ordered and wasn't even shipped by the company because it was a system glitch In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***