Daily Harvest, Inc.

In response to complaint #***The customer subscribed with Daily Harvest on July **, for a weekly subscriptionThe customer agreed that she had read and understood the following terms + conditions when she signed up for Daily Harvest:"Your subscription will automatically renew every week
at the price of $until you cancelYou may cancel in your account settings or by emailing us at *** and following the instructions you receiveYou may cancel at any time, but if you cancel after the weekly cutoff (Saturday at pm ET), you will still receive, and be charged for, the next week's shipment."The customer put her account on hold on Sunday August *** at 8:27pm EST after the weekly cutoff of Saturday August *** at 6pm ESTThe customer emailed Daily Harvest on Sunday August *** at 8:36pm EST to request the charge for the week’s order be refunded.The customer service rep replied on Monday August *** at 10:42am EST:“In researching your account I see that you paused your plan on Sunday, August *** at 8:pm EST after our Saturday pm EST weekly cutoffUnfortunately I am not able to stop this week's order or offer you a refund for that as it was not canceled before the cutoff you agreed to when you signed up with usI apologize for any inconvenience.”The customer followed up to let Daily Harvest know that she would be refusing the shipment and was informed by the Customer Service Rep that Daily Harvest was unable to accept returns or offer refunds for returns as the product was perishable As the customer did not pause or cancel her plan before the Saturday 6pm EST weekly cut off she agreed to when she signed up with Daily Harvest, we are not able to offer a refund.This case is solved.Best,CatiMember Success AssociateDaily Harvest

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 They refunded my money and admitted fault
Sincerely,
*** ***

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:
In their response, Daily Harvest merely reiterated the timeline of events in slightly more detail than what I had already provided in my original complaintThe company had failed to issue a refund for the product that was shipped in the company's error, nor has the company arranged for a return shipment of the product which is still in my possessionTherefore, Daily Harvest has failed to resolve the complaint despite their irregular business process and sequential error that have led to this situationThe response is rejected.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

In response to Complaint #***Customer’s Statement of Problem:Put my account on hold for a week before the cut-off date of SaturdayTried contacting customer service via chat to confirm, but hours of availability listed on website are inaccurateDaily-Harvest refuses to refund for that week
Have been unable to contact via chat (still), and can only schedule a call with them (if you don't pick up, you're out of luck until another appointment -- they offer voicemail as an option but you can't actually leave a voicemail).Customer reached out on May *** at 8:59am EST after her second order has processed to express her disappointment at not being sent and email reminder for this orderCustomer was informed by the Customer Service Representative at 3:49pm EST that Daily Harvest does not send weekly reminders and that this order could not be stopped, however she could handle all subscription maintenance for future ordersThe Customer responded at 4:24pm EST that she had tried to cancel her subscription and was not successful however she thought she had skipped the order/The Customer Service Rep replied at 5:09pm EST that she could not stop that week’s order however she confirmed that the customer’s account had been cancelledCustomer scheduled a call with the Customer Service Team on June *** at 12:29pm for a 1pm-2pm EST requested callbackA Customer Service Representative called the customer back at 1:30pm EST and was not able to reach the customer but left a voicemail and sent an email that Daily Harvest had no record of a skip for this week in her account and that the previous rep has confirmed the Saturday 6pm EST weekly cutoff time with herThe Customer emailed in again on June *** at 1:41pm and stated that she had skipped her May *** delivery but had trouble contacting Daily Harvest to confirm thisThe Customer Service Rep replied at 2:34pm EST that the only account maintenance record that Daily Harvest has was of a hold put on the plan on May *** after the Saturday 6pm EST cutoff the customer had agreed to in the Daily Harvest Terms + Conditions: “Your subscription will automatically renew every week at the price of $until you cancelYou may cancel in your account settings or by emailing us at *** and following the instructions you receiveYou may cancel at any time, but if you cancel after the weekly cutoff (Saturday at pm ET), you will still receive, and be charged for, the next week's shipment.”The Customer emailed in again on July *** at 9:33pm EST to express her disappointment that the skip did not successfully process and she had continual trouble contacting Daily HarvestThe Customer Service Rep followed up on July *** at 11:33am EST to apologize for the trouble and offer a $store credit (the value of the order sent out) to compensateThe Customer followed up at 2:32pm EST to accept this offer of a store credit.The store credit was applied to the customer's account on July *** at 2:35pm EST.The case is solvedBest,Cati Member Success AssociateDaily HarvestTell us why here

Dear Revdex.com, In reply to complaint ID ***: The customer reached out on Monday May *** at 4:15pm EST in regards to an order processed on Saturday May ***She was unaware that she would be billed and sent a shipment as she had received notification that Daily Harvest had previously
received a block on her credit card on file due to insufficient funds on her card.The Daily Harvest Representative informed the customer that the recurring subscription she signed up for with Daily Harvest will automatically attempt to rebill for the subscription between 6pm EST on Saturdays and 5am EST on Mondays to ensure the customer receives that week’s orderThe representative confirmed that the customer had previously reached out on Wednesday May *** to request a cancellation which was confirmed in writing by Daily Harvest.The representative informed the customer that as this cancellation was requested and confirmed after the weekly cutoff of Saturday 6pm EST as acknowledged by the customer in the Daily Harvest Terms + Conditions, the cancellation would not retroactively apply to the previously processed order and the representative could not offer the customer a refundThe Terms + Conditions the customer agreed to stated:“Your subscription will automatically renew every week at the price of $until you cancelYou may cancel in your account settings or by emailing us at *** and following the instructions you receiveYou may cancel at any time, but if you cancel after the weekly cutoff (Saturday at pm ET), you will still receive, and be charged for, the next week's shipment.”This case is solved Best,Cati P***Member Success AssociateDaily Harvest

In response to the follow up on Complaint # [redacted]The customer states that Daily Harvest posits that you can cancel anytime on the company website. The Terms + Conditions the customer agreed to state:“You may cancel at any time, but if you cancel after the weekly cutoff (Saturday at 6 pm ET), you will still receive, and be charged for, the next week's shipment.”The customer acknowledges that he emailed his request to cancel to the Daily Harvest Customer Service Team before the Saturday 6pm EST cutoff.  The Terms + Conditions the customer agreed to state:You may cancel in your account settings or by emailing us at [redacted] and following the instructions you receive.The Customer did not follow the instructions he was sent before the agreed to Saturday 6pm EST cutoff time. Daily Harvest is not able to refund shipments cancelled after the cutoff and the customer agreed to these terms when he signed up for a recurring subscription with Daily Harvest.This case has been solved.Best,CatiMember Success AssociateDaily Harvest

The Customer has been refunded. Best,CatiMember Success AssociateDaily Harvest

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:
In their further response, Daily Harvest (DH) merely reiterates a timeline of e-mail messages sent, which in no way addresses the complaint or issue at hand. DH advertises a "cancel anytime" guarantee on their website. After having received a very clear cancellation notice from me, DH proceeded to ship product to me anyways, which goes against their advertised "cancel anytime" guarantee and which is a fraudulent business practice. When I, the customer, sent a cancellation notice prior to the cutoff time, unmistakably stating to cancel any further orders, the contract between customer and DH was terminated at that point. By DH sending further follow-up responses to the customer via e-mail, DH is not only ignoring the cancellation notice and contract termination from the customer, but DH is at that point also shipping product and charging customer's credit card without authorization, which is a fraudulent activity. DH was immediately notified of their erroneous shipment and was given an opportunity to rectify the situation. To this date, DH has done nothing to correct their mistake. Therefore, the response is rejected and the complaint is unresolved. 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

In reply to Complaint #[redacted]Customer’s Statement of the Problem:On June **, 2017, I contacted Daily Harvest (DH) via e-mail to request a complete cancellation and closure of my account. I followed the instructions published on their website pursuant to their "Cancel Anytime" guarantee by...

e-mailing the correct e-mail address with the subject line "Cancellation" and sent the e-mail well in advance of the required cancellation deadline. My e-mail was very clear and stated in no uncertain terms that I wanted a complete cancellation and corresponding closure of my account, with no future recurring orders to be processed. My cancellation request was in no way ambiguous or unclear. On the following day, I received an automatic response that confirmed the receipt of my cancellation. On July *, 2017, a box of products arrived at my house, contrary to my e-mail from almost two weeks before. Upon contacting DH, I was informed that they felt I had not followed their proper procedures and therefore been sent another order and billed accordingly. Despite repeated follow-up, DH was unwilling to accept a return of the erroneously shipped product and was unwilling to issue a credit to my credit card account. DH does not have a telephone number, so they cannot be contacted by telephone, which is a significant problem for a subscription-based company that automatically charges customers' credit cards on a weekly basis. Contacting DH via social media is nearly impossible as well. For example, DH routinely deletes negative comments that are being left on their Facebook page by dissatisfied customers, leaving in place only positive or ambiguous/inconsequential comments.The customer emailed in to Daily Harvest on June [redacted] at 9:13am EST with a request to cancel his accountThe Customer Service Rep followed up at 11:23am EST with a request for feedback about why the customer was cancelling as well as instructions for how to cancel in his account and an offer to complete the cancellation process for him:“If you prefer to cancel - we get it - but you will be missed. You can cancel your subscription once logged into your account. Just head to Deliveries and then Edit Plan to update your status or respond here for me to take care of your account for you. You can also hold your subscription, which ultimately puts your account on pause and reactivate whenever you're ready to start up again!If you need help processing any modifications, please respond and confirm how you would like me to further proceed!”The customer never replied to this emailThe customer emailed again on July [redacted] at at 9:44am EST stated that he had cancelled his account and was confused as to why he was receiving a shipment. The Customer Service Representative followed up at 10:00am EST clarifying that the previous email did not confirm a cancellation but provided the customer with instructions on how to cancel as well as an offer to cancel if he followed up on with the representative. She informed the customer that she had cancelled his subscription as of July [redacted] however could not stop or refund the processing order as it had not been cancelled before the weekly cut-off the customer agreed to in the Terms + Conditions:“Your subscription will automatically renew every week at the price of $47.94 until you cancel. You may cancel in your account settings or by emailing us at [redacted] and following the instructions you receive. You may cancel at any time, but if you cancel after the weekly cutoff (Saturday at 6 pm ET), you will still receive, and be charged for, the next week's shipment.”The customer followed up at 11:19am EST stating his frustration and confusion over this cancellation policyThe Customer Service Representative replied at 5:32pm EST explaining that the customer had agreed to the Terms + Conditions which stated that he would need to follow the instructions in the email he received to cancel his subscription. As these were not followed before the weekly cutoff the customer agreed to, the shipment could not be refunded. The customer followed up twice more letting Daily Harvest know that he would be filing a Revdex.com complaint and disputing the charge with his credit card company. The customer reached out on Daily Harvest’s Facebook page on July [redacted] expressing his dissatisfaction with the company and cancellation process. A customer service rep let the customer know that he could schedule a call with the Daily Harvest Customer Service Team, or he could private message his contact information and a representative would call him to discuss his experience. The customer did not do either of these.This case is solved.Best,Cati Member Success AssociateDaily HarvestTell us why here...

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 becaus
 
There was a power outage on Saturday and I was without Internet until Sunday evening; therefore, it would have been impossible to pause the account on Saturday. I received a shipping notice on Monday, August [redacted] at 9:41 CST after cancelling my subscription and informing them multiple times that I did not want the shipment,  that I had nowhere to store the perishable items, and that I would not accept the shipment when it arrived so that it would be returned.An attempt to cancel the order was made prior to it being shipped and the subscription was paused, and then cancelled, prior to the item being shipped.

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]