Fresh Direct

Review: I orderd items and specified to come to SIDE DOOR and if no one answered to leave at steps. According to Customer Service at Fresh Direct items were delivered to front door, where no one is, and apparently were taken. I specified SIDE DOOR and diver apparently didnt read it on order.Desired Settlement: Refund

Consumer

Response:

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,

-------------

I received an email from them that they will issue a credit to my bank, I am witing for the credit to show in my account.

Review: The company failed to credit $22.99 for damaged item purchased on 08/**/2014.Desired Settlement: Refund $22.99

Business

Response:

We have issued a credit for the damaged product valued at $22.99. The total amount of credit is $25.03, which includes all applicable sales tax.

Review: I placed an order for delivery on Saturday 1/**/2016. Due to inclement weather, the order was understandably not delivered. The next day, Sunday 1/**/2016, I received a call and email from Fresh Direct saying they would attempt delivery. When it reached Monday 1/**/2016 without any delivery attempt or other notification, I submitted a customer service request through the site. When I did not receive a response within the typical 1-3 hours, I also reached out to the Chefs Table customer service email, the membership that I have paid for annually since 2010. When I still did not get a response, I went to Twitter to attempt to connect with customer service. This is where I finally was able to get a response and a refund for my order. I later received another response to my original customer service request that stated a delivery was attempted and they were unable to reach me or my building. This is not possible as my building is staffed 24/7 and there is no record of emails or missed calls. FreshDirect is not able to provide any records either, but did mark my order in their system as delivered. I then escalated my complaint and was connected to a person in Corporate who agreed to a refund of both the delivery and the delivery annual membership I paid for. The refund for the membership was incorrectly processed by FreshDirect. Instead of selecting the most recent membership to refund paid for in August of 2015, FreshDirect processed one from 2013. I contacted FreshDirect customer service again on 2/**/2016 to bring it to their attention both through the site and the Corporate number I was given. Their response has been I now need to go through my credit card company for a mistake they made. This is unacceptable service continuing to waste my money and time for over three weeks (16 interactions thus far).Desired Settlement: Compensation for membership fee and time wasted dealing with this. As a reference, I have paid FreshDirect nearly $9k since 2010.

Audit of all orders scheduled for delivery 1/** - 1/**/2016 and refund to customers who did not receive their order. Proactive notice to customers explaining FreshDirect's mistakes leading to customers being charged for undelivered orders and instructions on how to request a refund. Method to request a refund should be different from existing avenues are not adequate.

Business

Response:

[redacted] had an order scheduled for delivery on Saturday, January **, 2016, the day of Winter Storm Jonas. As per section 3.6 of our Customer Agreement. Inclement Weather and Unforeseen Delivery Complications. In the case of inclement weather or unforeseen delivery complications, it may be necessary to make adjustments to our delivery schedule which will cause us to suspend chosen delivery dates and times. If there will be a significant delay in delivering your order, a customer service representative may call or e-mail you to let you know the status of your delivery time. We will attempt to deliver your order as quickly as possible when the conditions permit. We will never deliver an order past 12:30 AM without your consent. If your designated delivery location (e.g. street closure) or day is inaccessible, rendering us unable to make the delivery, we will contact you to determine the best alternate location and/or date to make the delivery. The storm came earlier than expected. In the interest of our delivery team’s safety, we halted all deliveries and communicated to our customers that we would attempt some redeliveries on Sunday, January **. With snow accumulations totaling nearly 2 feet, we were unable to make all redeliveries and communicated this to our customers. Customers who were charged for orders not delivered on January ** were promptly refunded for their orders on Monday, January **. In reference to the Delivery Pass (membership), as [redacted] mentioned, the refund was inadvertently placed on the wrong order, which resulted in the incorrect credit card. We have since corrected this and have submitted the refund against the most recent credit card used. Thank You.

Consumer

Response:

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]

Fresh Direct's response is inaccurate and should be revised for the record before my complaint is marked as resolved.1) The inclement weather policy is not part of the complaint. It is the inadequate and inefficient response. FreshDirect's response "Customers who were charged for orders not delivered on January ** were promptly refunded for their orders on Monday, January **." is false. I have records that my original request submitted to their customer service system was not responded to until January [redacted]. I am not the only customer to have this problem as shown by other complaints on social media. At the minimum, FreshDirect should acknowledge the mistake and lapse in refunds.2) FreshDirect's response "We have since corrected this and have submitted the refund against the most recent credit card used." should be amended to reflect their inaction until this complaint was filed. Quoted from two separate customer service emails: "If you still do not see it, please contact your bank provider, as it has been processed back on our end.""As the refund has already been processed, I would recommend calling the card provider regarding this matter. They will be able to transfer the balance. "

Sincerely,

Business

Response:

[redacted] is correct that our team made errors that we have worked to address. When [redacted] corresponded with us about her order that was not delivered due to the storm, the agent incorrectly responded that she would not be charged for the order when in fact, she was charged and also credited; however, the credit was still processing. Regarding her DeliveryPass subscription, the refund was inadvertently placed on the wrong order, which resulted in refunding the incorrect credit card. [redacted] brought it to our attention and we advised her to contact her credit card company to transfer the balance. Additionally, we issued the credit a second time to the correct credit card and [redacted] will likely receive both credits. We are happy to do that since these issues were not handled as they should have been.

Consumer

Response:

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,

Review: there has been a lot of service and delivery issues. And I have been gracious enough to overlook a lot of their produce and delivery mishaps. Recently I tried to access my account to make a purchase and it said I had an invalid login. I contacted customer service, and they said they would look into the matter. a week later, nothing is resolved and I still cannot access my account. I requested that if they do not allow me access to my account I would like my account cancelled. Customer service informed me I would have to wait for account services to contact me. I left a message and haven't received a clear answer as to how this issue will be resolved.Desired Settlement: please allow me to access account, or give me confirmation that my account has been cancelled and my credit card information and such have been removed from your database.

Business

Response:

Good Morning

As requested by [redacted], the credit card information has been removed and the account has been cancelled.

Thank You

Review: Order No. 1[redacted]. PLaced on Saturday for delivery Monday, 10/** between 10AM and 12Noon.

No delivery. No notice. No call. No email.

10/**, 9:30pm. Called Freshdiredt and spoke with "[redacted]". Refused to give the last name. Said that they wouldn't delivery to a business address. My house is not a business and has been a house for 82 years. [redacted] said they would clear the matter and re-send the order. I would also get a call back from a [redacted].

10/**, 10pm. Called Freshdirect and spoke with "[redacted]". Refused to give the last name. Said didn't understand what the problem or issue was. Would have it looked into.

No call or email in response.

10/**, 8pm. Spoke with [redacted]. A [redacted]. Same story. Didn't know, no one could help.

We used to use this service to delivery food to a home bound elderly lady. We didn't even get the decency or courtesy of a call.

Finally, now we can't even log into the account.Desired Settlement: Correct internal customer service procedures to have accurate responses to customer inquiries.

A credit for all the aggravation we have gone through.

Business

Response:

Good Morning

I spoke with [redacted] regarding his order that was not delivered on October **, 2014. His delivery address was initially blocked due to fraudulent activity in December 2010. In speaking with him, it was uncovered this activity was not related to him.

I apologized for the lack of communication and the multiple calls to resolve this matter. His address was unblocked, a credit in the amount of $40.00 was issued and his order scheduled for delivery on October **, 2014 as requested.

He was satisfied with my resolution.

Thanks

Review: I have spoken with customer service and was told that [redacted] the head of customer service, would give me a call. I have not heard from her and its been more than a week. I have also written a letter to the president of Fresh Direct and have not received a response.

I wanted to be in touch regarding a very disturbing incident, security breach and invasion of my privacy that happened to me on May **, 2015 as a direct result of your Fresh Direct’s lack of security.

I received an email saying that I placed an order for delivery on Friday May [redacted], which I found very strange because I knew no such order had been placed on my account. When I opened the email there were groceries being sent to a new address using a credit card that I had stored on file. When I tried to login it would not let me and when I tried to reset my password it said there was no account under my email.

I called and spoke with Kim in customer service who verified after reading the notes on my account, that someone claiming to be my mother called and spoke with one of your representatives, giving him a story about my father moving and verifying one of the addresses where I have groceries delivered (I have two addresses that have received deliveries and if you investigated the other address has been receiving deliveries for years while this other address was new and only added 2 months ago) as well as my phone number, information that can be found on the ticket/receipt that comes with the delivery, and your representative believed the story. The representative changed the email on the account to hers and she was given access to my account which included 7 of my credit cards as well as my home address.

When I spoke with [redacted], a [redacted] in customer service, he listened to the call and said that the representative verified my father’s address ( the new address but she did not even remember the zip code), my phone number and then the woman mentioned that my father gets deliveries every Sunday so he felt it was ok to give her access to my account and take it away from me. So what I am to understand from this, is that Fresh Direct has a very lax security system. This woman or any nosy neighbor can go through my trash get the receipt from the box and have enough information to get into my account? (A nosy neighbor would also know I get deliveries every Sunday) If the representative had asked for anything, anything not on the receipt she would not have been able to answer it. She doesn’t know my email address (which you had on file), the other address that groceries are delivered to… literally nothing else about me.

My rights have been violated, for once she said she was not me and asked for the address and email to be changed, your representative should have said I need to verify these changes with the account holder. This woman had access to my credit cards and quite a bit of my information. This is an enormous security breach from Fresh Direct that I am still flabbergasted you and your representatives let happen.

It turns out this woman is my father’s girlfriend whom I have met twice and had absolutely no permission to make any of these changes. What is most disturbing to me, and I mentioned before, is that the information she verified was all information that can be found on the receipt. As I said if you asked her the last 4 digits on any of the credit cards on file she wouldn’t have been able to answer that, nor an email nor the main/other delivery address on the account which is my house. (I ordered groceries for my sick father and had them delivered to him for the last 2 months but he nor she were ever the account holders, the account is clearly in my name.) In addition, I have been a customer for at least 3-4 years and still actively ordered groceries to my home the other address on the account almost weekly as well so it is not as if there was only one active address receiving groceries.

As I said what I learned from this is that your security is very lax if this woman that knows very little information, most of which is found on the ticket outside of the boxes you deliver in, can be given access to my account with my credit cards and allowed to use one of the saved credit cards to have groceries delivered to a NEW address, (not even an address that has been used in the past but a new address was added.) That could have been anyone hacking into my account and using my credit card to have groceries delivered to them directly.Desired Settlement: I would like a phone call from the director of customer service, I would also like for Fresh Direct to change their lax policies so that more information is needed to verify someone when they call in not only the information found on the receipt that is delivered with the groceries such as a pin number, password, email address, last 4 digits of a credit card saved on file but something additional that is harder for someone who doesn't know anything about the account to answer.

Business

Response:

We’d like to extend our sincerest apologies to the customer. She is correct – This situation was mishandled on the initial call. The customer service representative who handled that call is no longer servicing FreshDirect customers. Additionally, we have since changed our procedures for updating user information. Now, when customers update their log in information we contact the customer in two different ways to be certain to verify the update. We have also been in touch with the customer via phone to address her concerns.

Review: Following a separate issue on June **, 2014 where my hundreds of dollars of groceries were delivered completely spoiled and hazardous to my health, the company agreed to give me only a partial refund in the form of a $65 credit that they guaranteed me would not expire. However, I'm now seeing that the credit has disappeared from my account. I'm now out my original purchase amount, in addition to my credit amount. Please advise how this is in any way legal. I've reached out to the company to resolve the issue over a hundred times now in the past 8 months, both over emails and over the phone. I've been promised numerous times now that the "[redacted]" will reach out to me to resolve the issue, but they have still failed to reach out to me even once. This is extremely misleading.Desired Settlement: At this point, I want someone of AUTHORITY from the company to issue me a sincere apology over the phone or in person - none of this automated, computer generated mass email kind of thing. Additionally, I want monetary compensation for my time as well as the money that the company has cheated out of me twice now.

Business

Response:

I have reviewed [redacted] account and have found the following: The credit for $65.00 was issued on June **, 2014 as indicated. We show her account currently has a credit of $65.00 available. As she mentioned the credit does not expire. The credit automatically deducts from the order and reflects on the last step before actually submitting an order. I have included a screen shot below. I show that the [redacted] did reach out to her in June of 2014 and again in February of 2015. He left two messages for her and she never returned his call. At this time we show the credit is available and if she simply completes all steps of check out, her credit will apply. Please let me know if you need any further information. Thank You.

[redacted]

Good service, timely delivery

today I received a notification from my bank of a charge from fresh direct! someone fraudulenty gave my debit card information to get a product from this company! I called them to stop the transaction and they told me if I didn't have an account or email they couldn't help me! so anyone can call with my stolen information and give it to them but they can't help me the victim! I'm gonna make sure I tell everyone I know of their practices! and no they didn't stop the transaction!

Review: I placed an order for 25 items. Only 3 were delivered in the paid time slot. I calledAfter finding 88% of my order missing last night at 10:30 PM, I called customer service to inquire WHY I was missing the items. The customer "service" person Shelly told me that told me that I had to wait for later that night as it was still coming. I asked for an update and how late was I supposed to wait. She refused to give me a definitive answer.

After multiple emails, [redacted] messages and unanswered calls, FINALLY at 2:16 AM I receive an email that it won't be arriving after all, after wasting 5 hours of my time.

I get one response that says I received $20 in credit for my wasted time (they think it is worth $5/hour) which is a scam as the minimum order is $30 with an additional $6 delivery fee.

They wrote that it would be "redelivered" free of charge, but how can it be "free of charge" when I had already paid for it??? At 2:16 AM my account had still listed the order as "en-route" and this morning it was conveniently listed as "delivered" in my account. FOR THE RECORD, I HAVE NOT RECEIVED MY ORDER,

I WAS CHARGED BOTH FOR THE DELIVERY FEE AND ITEMS.

I HAVE NOT RECEIVED A REFUND.

I have written multiple emails to get this resolved. As my email tracking shows they have read the email several times, they have not bothered to respond.Desired Settlement: Refund and compensation for my wasted time, mistreatment where I am not required to spend EVEN MORE MONEY.

Business

Response:

The customer had an order scheduled for delivery on Sunday, September ** and there were numerous items missing from her order. FreshDirect reached out to the customer the next day and left a message. On Tuesday, September **, the customer returned the call and a resolution was reached. The customer received a refund and was compensated for the inconvenience thiscaused her.

Consumer

Response:

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,

Review: Today I realized Fresh Direct charged me an auto-renewal anual DeliveryPass fee. I can imagine the fact that it would be automatically renewed is stated upon acquiring the pass and it may seem convenient to frequent customers, but it is very harmful to former customers who do not use this service. Before charging the 75$ fee, there should be an alert or some way of the person knowing they are about to be charged.Desired Settlement: The best possible outcome would be that Fresh Direct returns the money I paid for a service I do not require.

Business

Response:

[redacted] contacted our customer service department via Email and Social Media on October *, 2015. We immediately responded with an apology and issued a refund to her method of payment in the amount of $75.12.We have cancelled the Delivery Pass and have turned off the auto renewal option, which would prevent this from occurring in the future.Thanks

Review: At the beginning of my use of FreshDirect I purchased a 2-month pass for free deliveries for 1 cent, but I had no idea that it would be automatically renewed every 6 months at the price of $69 / 6 months. I discovered today that I could not purchase another 2-month pass (that, like the first one, was displayed to me by being automatically added to the bottom of my shopping cart as an option) because, it said when I tried to check out, I already had a delivery pass which would be automatically renewed. I became concerned because I had no idea that I possessed a pass at this point, or that it was being automatically renewed. Upon investigation, I discovered that I had become the victim of a $69 loss to the automatic purchase of a pass (on 01/**/2013) that I didn't know I owned. Since only one delivery on 02/**/2013 (of $5.99 value) had been made via this pass (without my knowledge of the use of this pass), I called ###-###-#### to request a refund of the $69, minus the $5.99 value of the 02/**/2013 delivery. I was told that I could only be refunded the value of the pass from this date forward ($16); along with a $20 courtesy credit to my account toward a future purchase. I alternatively had suggested the option of refunding my pass from the date of 02/**/2013, since the pass had not been used from that date forward and I had never been aware of its existence; but I was told that such a refund was not an option.Desired Settlement: I would like to receive a full refund of the $69 pass I did not know had been automatically purchased for me, minus the refund ($16) & credit( $20) already being processed, and also minus the normal delivery price ($5.99) for the delivery that was unwittingly made via this pass. In other words, I request an additional refund of $27.01. Thank you.

Business

Response:

Hi

When customers make a purchase of the Delivery Pass trial, they have to agree to the tems. The terms of the agreement indicate it will auto renew into a six month pass.

I will issue the customer a refund in the amount of $27.01 as requested and I will leave the pass active as it will expire in 25 days on 8/**. The customer will receive an Email today confirming all credits have been applied.

Review: 1. FD HAS DEFRAUDED ME, AN INVALID NURSING HOME / PHYSICAL REHAB / CONVALESCENT CENTRE RESIDENT ( MONTGOMERY COUNTY, PA). These are the steps taken by me to resolve what remains an INTRACTABLY UNRESOLVED SYSTEMIC problem, experienced not only by me but by other FD customers as well, AS EVIDENCED BELOW:

2. ON SUNDAY EVENING, ** DECEMBER 2013, I PLACED ONLINE ORDER CIRCA 10PM (WELL BEFORE THE CUT-OFF HOUR).

3. STEP 3, I ENTERED AN AMERICAN EXPRESS PREPAID CARD TO PAY FOR THE ORDER. CASH WAS WITHDRAWN FROM THE ACCOUNT.

4. THE ON-SCREEN RESPONSE READ THAT THERE WAS AN ADDRESS MISMATCH, NOT INFORMING ME THAT, NEVERTHELESS, A CASH DEDUCTION WAS MADE FROM MY ACCOUNT.

5. NO ORDER CONFIRMATION WAS TRANSMITTED TO ME ON-SCREEN, SO I RE-ENTERED THE APPLICABLE MAILING PRIOR TO MY ADMISSION TO HOSPITAL IN FEBRUARY.

6. ANOTHER ON-SCREEN RESPONSE READ THAT AN ADDRESS MISMATCH OCCURRED – YET AGAIN DEDUCTING CASH – NOT PENDING FUNDS- FROM MY AMEX PREPAID ACCOUNT.

7. NO POP-UP WAS CONVEYED REGARDING A DUPLICATE ORDER. 2 CASH PAYMENTS WENT TOWARDS 1 SINGULAR ORDER WHICH HAS YET TO BE ASSIGNED AN ORDER #.

8. WHEN I THEN ENTERED A FORMER RESIDENTIAL ADDRESS, THE SCREEN INFORMED ME THAT MY PAYMENT METHOD WAS UNACCEPTABLE AND DIRECTED ME TO CHOOSE YET ANOTHER CARD {FROM WHICH FD WOULD HAVE EXTRACTED MORE MONIES, SANS SERVICE OR GOODS.

9. I CALLED FD CALLED REP [redacted] TO INQUIRE WHETHER PREPAID CARDS ARE NOT ACCEPTABLE AND WAS ASSISTED BY AN EMPLOYEE REPRESENTING HIMSELF AS “[redacted]”.

10. “[redacted]” PUT ME ON HOLD. FURTHER DISCUSSION ADVISED THAT I SHPOULD CALL AMEX TO RECONCILE ADDRESS ISSUE. “[redacted]” DID NOT INFORM ME THAT FD HAD ALREADY DEDUCTED FOR THE ORDER. HE LOCATED NO ACCOUNT # ATTACHED TO MY TELE#, NOR A DELIVERY CONFIRMATION YET IT COULD BE SHOWN ON HIS SIDE THAT MONIES WERE CLEARED FROM AMEX ON MY BEHALF.

11. “[redacted]” DID NOT DISCLOSE THAT CASH HAD BEEN DEDUCTED FROM THE PREPAID ACCOUNT.

12. FD REP NEVER SAID THAT MONEY WAS WITHDRAWN AND THAT DELIVERY WAS ALREADY PAID FOR.

“[redacted]” INSTRUCTED TO RE-ENTER ORDER UPON RETURN FROM AMEX TO FD SITE.

13. NOTHING INDICATING “DUPLICATE ORDER” NOTHING TO ALERT CUSTOMER THAT DUP CHARGES SAME ORDER SCREEN READS AS THOUGH NO ORDER EVER PLACED.

AMAZON PRIME BACK TO COULD HAVE ORDERED AND RETURNED FROM HOSP WITH ORDER ALREADY DELIVERED IN MY ABSENCE.

14. I CALLED AMEX AND DISCOVERED THAT 90$ {CASH, NOT PENDING AUTHORIZATION} HAD BEEN DUBIOUSLY EXTRACTED FROM MY ACCOUNT.

15. TOLD “[redacted]” THAT HIS CLAIM THAT MY ORDER HAD NOT CLEARED WAS PATENTLY FALSE, AS NOT ONLY WAS IT CLEARED 1X BUT 2X – WITH CASH PAYMENT FROM A PREPAID.

16. WHEN ASKED “[redacted]” IF PREPAID CARD A PROBLEM, SAID YES. CALLED AMEX ALREADY DEDUCTED...SO PREPAID OBVIOUSLY NOT A PROBLEM; NEITHER ADDRESS MATCHING A RPOBLEM IF PAYMENT ALREADY MADE.

17. I RE-ITERATED TO “[redacted]” THAT HE SEEMS NOT TO COMPREHEND THAT I'VE ALREADY PAID TWICE FOR AN ORDER THAT I WON'T RECEIVE EVEN ONCE- WITH MY CASH MONEY CAUGHT UP SOMEWHERE IN THE ETHER.

18. HE SAID THAT HE ENCOUNTERS THIS PROBLEM ALL OF THE TIME, TO WHICH I RESPONDED THAT IF IT'S A CON[redacted]T FD PROBLEM, THEN THE TECHNICAL GLITCH IS ON THE FD SIDE, NOT MINE, YET IT REDOUNDS TO ME.

19. THE ADDRESS ON AMEX RECORDS WAS SAME AS ORIGINAL FD ORDER - HERE AT THE NURSING HOME WHERE I RESIDE. NO ADDRESS CHANGE WAS REQUIRED ON MY PART.

20. WHAT FD FAILED TO INITIALLY COMPREHEND IS THAT BECAUSE MY PERSONAL RESIDENCE IS INSIDE OF A NURSNG FACILITY, THE SYSTEM IS READING AS COMMERCIAL. SOME METHOD OF OVERRIDE SHOULD HAVE BEEN MANUALLY INPUTTED AT INCEPTION, BUT CERTAINLY ONCE PARTICULARS OF MY PROBLEM BECAME WELL KNOWN. FD CHARGED ME MORE FOR DESIGNATED COMMERCIAL ADDRESS DELIVERY TO A NURSING HOME.

21. FD WAS CALLED YET AGAIN – TO NO EFFECT. ANOTHER “[redacted]” WAS ASSIGNED. HE KEPT REPEATING VARIATIONS OF THE SAME REFRAIN “YOUR MONEY IS TIED UP IN THE SYSTEM”.., “YOU'RE IN THE LOOP...”

**. I - IN NOT UNCERTAIN TERMS - TOLD “[redacted]” THAT MY MONEY IS NOT IN THE LOOP, THAT MY CASH IS IN FD'S POCKET, TA[redacted] OUT OF MINE – WITH NOTHING TO SHOW FOR IT, NO ORDER CONFIRMATION, NO DELIVERY, NOTHING.

**. I INSISTED TO “[redacted]” THAT I EXPECT COMPENSATION. HE EXTENDED TO ME A 'PROMO” FOR 20% OFF OF A 125$ ORDER, FOR WHICH I WOULD HAVE BEEN DEFRAUDED 250$ RATHER THAN 90$. I TOLD HIM THE OBSURDITY OF SUCH A PROPOSITION. THAT I EXPECT MY DELIVERY AT STATED TIME (5-7PM) AT THE NURSING HOME ON CHRISTMAS EVE – A SERVICE FOR WHICH I HAD ALREADY PAID ALONG WITH GIFT CARD, OR OTHER COMPENSATORY, TANGIBLE ITEM. I INSISTED THAT [redacted] ADD MY DEMAND TO HIS NOTATION FOR MANAGEMENT INTERVENTION. & THAT I WOULD BE IN HOSPITAL ON MONDAY SO EXPECTED THAT HE WOULD PROPERLY FOLLOW-UP.

24. “[redacted]” TOLD ME THAT FUNDS RELEASE WOULD TAKE 8 DAYS.

25. OSTENSIBLY, FD IS PERFORMING SECURITY CLEARANCE WHILE -IN TRUTH- ITS HOLDING HOSTAGE MY CASH.

26. CALLED AGAIN TO AMEX. CALLED AGAIN TO FD, THIS TIME BEING ASSIGNED A FEMALE.

27. WENT TO AMAZON WHERE I HAVE A PRIME ACCOUNT...COULD HAVE ORDER NEXT DAY {MONDAY} IF FD WERE NOT HOLDING HOSTAGE TO MY FUNDS.

28. I STILL {AS OF TUESDAY **DEC 2013} HAVE NO CONFIRMATION NUMBER, NEITHER #. THE FD ACCOUNT SCREEN READS: “You have not yet placed an order with us.” ALTHOUGH CASH WITHDRAWN NOT A PENDING TRANSACTION TOLD NO ACCOUNT # CO NO CHRISTMAS EVE DELIVERY WILL OCCUR.

29. : **/**/2013 12:26:20 AM I sent email https://[redacted]help/ I ATTEMPTED PLACED AN ORDER USING AN AMEX CARD. INFORMED THAT ADDRESS DID NOT MATCH. I ENTERED DIFFERENT (FORMER) ADDRESS. AGAIN TOLD NO MATCH. ENTERED POSTAL MAILING STATION. INFORMED THAT PAYMENT METHOD IS NOT ACCEPTED. CALLEDFRESHDIRECT. TOLD THAT ORDER DID NOT GO THROUGH BECAUSE OF ADDRESS RECTIFICATION. CALLED AMEX. INFORMED THAT 2 ORDERS WERE PLACED TO FRESHDIRECT. !!! TWO ORDERS WHILE ADDRESS STILL NOT VERIFIED. CHECKED AMEX. ADDRESS IS SAME AS WAS GIVEN. ADDRESS DID MATCH. [redacted]. NO CHANGE NEEDED TO BE MADE. CALLED AGAIN TO FRSH DIRECT. REP KEPT REPEATING "YOUR MONEY IS TIED UP IN SYSTEM". AMEX INFORMED ME THAT MY FUNDS WILL NOT BE REVERSED FOR 8 DAYS. FRESH DIRECT ACCOUNT SCREEN READS THAT NO ORDER WA SPLACED. IF NO ORDER PLACED, THEN WHY AM I OUT 90$?!! I LIVE IN A NURSING/CONVALESCENT HOME. I CANNOT SHOP ON MY OWN. I RELY ON AMAZON, ETC. I WILL BE AT UPENN HOSPITALTOMORROW WHEN THIS MATTER IS FOLLOWED UP BY MANAGEMENT. THE GLITCH/ERROR IS ON THE PART OF FRESH DIRECT. I EXPECT COMPENSATION. I EXPECT AN ORDER TO BE DELIVERED ON TUESDAY. THE AM EX CUSTOMER SERVICE NUMBER GIVEN TO THE REP IS:###-###-####. HOW IS IT THAT YOU ARE CLEARING MISMATCHED ADDRESS PRIOR TO CONFIRMATION????? THIS IS HOW FRAUD IS CARRIED OUT SO READILY. !! YOU'RE HOLDING CLEARING AND CHARGING SIMULTANEOUSLY. THERE IS SOMETHING VERY, VERY WRONG-HEADED WITH THE ALGORITHM. THE LOGIC GATE IS FLAWED, AS IS THE REASONING PROCESS. I EXPECT COUPON, PERENATGE OFF, PROMO, ETC...I EXPECT MY 90$ RETURNED PROMPTLY. I AM AN INVALID AND HAVE LIMITED FUNDS. I MADE CERTAIN TO GET MY ORDER IN ON TIME FOR CHRISTMAS EVE DELIVERY HERE AT THE NURSING HOME. MAKE THIS RIGHT, RIGHT NOW.

30. THIS IS FD'S REPLY Mon, Dec **, 2013 at 7:53 AM “Thank you for contacting FreshDirect. I am very sorry for the confusion and inconvenience of this matter. Upon review of your account, I see that you have been speaking with both Ken and Stan, and that this has been forwarded to our Account Services department to address. I also see that you were advised it would likely take 24-48 hours for them to get back to you regarding this. Unfortunately, I am unable to expedite the release of the holds placed due to the address error. I am again very sorry for this matter.“We appreciate your telling us what happened so we are able to resolve the situation. If you are not satisfied with our solution, or if you have any other concerns, please call us at ###-###-####. Or contact us directly by responding to this email.” Sincerely, Samantha Your FreshDirect Customer Service Team Keep in mind that we are here for you:

31. WHO IS [redacted]? WHO IS [redacted]? THE REP {MIS}IDENTIFIED / MISREPRESENTED HIMSELF AS AS “[redacted]”

32. FD'S RESPONSE DID NOT RECTIFY MATTER, ONLY COMPLICATED IT AS IT WAS THEN TOO LATE FOR AMAZON ORDER PLACEMENT AND I WAS DUE AT HOSPITAL EARLY MONDAY MORNING. MONEY DEDUCTED FROM FD COULD HAVE BEEN USED FOR AMAZON ORDER.

33. WHILE AT HOSPITAL FOR 7 HOURS, COULD ONLY WITHDRAW $10 FROM AMEX DUE TO FD MUCK-UP WHICH LOCKED UP MY MONEY.

34. UPON RETURN FROM HOSPITAL 6PM. CHECKED FOR FD EMAILS CALLED FD 6.45-7PM. A FEMALE REP RE-ITERATED SAME [redacted] ASKED FOR HER SUPERIOR. ASSIGNED TO YET ANOTHER “[redacted]”

35. RE-ITERATED THAT I AM AN INVALID, CANNOT DO MY OWN SHOPPING FOR THE MOST PART AND RELY HEAVILY UPON HOME DELIVERY SERVICES. REPEATED THAT I AM ON LIMITED DISABILITY INCOME AND CANNOT AFFORD THIS KIND OF SCHEMING AND SCAMMING.

36. THIS “[redacted]” FROM FINANCE DEPARTMENT SAID SAME PROBLEM ALL THE TIME. EXPLAINED THAT FD SENT “SIGNAL” TO AMEX DUE TO ADDRESS ISSUE. BUT IN FACT THIS IS FRAUDLENT HAS BEEN EXPERIENCED BY OTHER FD CUSTOMERS WITHOUT ADDRESS ISSUE. I TOLD HIM THAT HE IS NOT COMPREHENDING. I CORRECTED HIM. NOT ABOUT A SIGNAL, NOT A PRE-AUTHORIZATION HOLD PROCURE, BUT A PURE CASH DEDUCTION TOOK PLACE. AMEX ALREADY PAID ON MY BEHALF 2X.FURTHERMPORE, THE MATTER INVOLVES SERIOUS SECURITY BREACH.

37. I INFORMED “[redacted]” FROM FINANCE THAT MY STRAIGHT CASH OUT OF MY POCKET FOR 5 BUSINESS DAYS IS FUVE DAYS INTO FD'S POCKET.

38. FD SITE READS: http://fresh-direct-reviews.measuredup.com/1702 unless converted from "pending" to an actual transaction, the hold will be released in "five business days" - i.e., a full week IE 8 days = 5 WORKING DAYS http://fresh-direct-reviews.measuredup.com/Complaint-Fresh-direct-order-[redacte...⇄ />
“If you select credit card payment, your credit card will be charged on the day of delivery, and you'll receive an e-mail confirming your final order total. We'll include a full, itemized receipt with your order.”

“If your credit card has expired or is otherwise invalid, we'll be unable to process your order. Please note that we reserve the right to collect funds for any fees owed FreshDirect resulting from incorrect credit card information or over-the-limit accounts.”

39. TOTAL AVAILABLE AMEX FUNDS as of {10 AM TUESDAY 24 DECEMBER 2013} = $1.89

40. OTHER CUSTOMERS HAVE EXPERIENCED SIMILAR PROBLEMS WITH FD'S DUBIOUS FISCAL PRACTICES. FD'S SCAMMING & SCHEMING NEEDS TO BE TERMINATED. TOUT DE SUITE.[redacted]Desired Settlement: ON-TIME CHRISTMAS EVE {5-7PM} DELIVERY OF PRODUCTS AS PAID FOR {2X} IN ADDITION TO COMPENSATORY GOODS IN THE FORM OF CHRISTMAS FLORA & CHOCOLATES (IE: DOUBLING OF PAID ORDER AT NO COST TO CONSUMER)

Business

Response:

Good Morning

I have attempted to reach out to the customer to resolve this matter.

In reference to the amounts on the AMEX card, those amounts are temporary authorizations. We obtain an authorization as part of our verification process. Our verification did not return a match on the address entered. When the customer changed the address and attempted it a second time, the same thing occurred. The matter was escalated to our Account Services team and the release was sent to AMEX. by this time Christmast was upon us and impacted the timing of the resolution.

By this time the authorizaion should be released and the funds available to the customer. We will gladly send a complimentary order to the customer on a date and time convenient for her. I will arrange this once the customer responds to my attempt to contact her.

Thank You

Review: Several years ago when gas prices rose precipitously, Fresh Direct add a fuel surcharge to each order for delivery. Now, however when gas prices are the lowest they have been in years, the company has maintained the extra surcharge. When I contacted them about this, they responded that their expenses other than delivery have gone up. I don't doubt this, but this has nothing to do with an extra fuel charge for delivery. They are certainly entitled to raise their prices but I don't think there is any reason to maintain a surcharge on every delivery and feel it is very deceptive to their customers and I am sure that maintaining an extra fee under this category is very advantageous to their bookkeeping.Desired Settlement: Fresh Direct discontinues its deceptive charge for non-existent fuel pricing.

Business

Response:

Apologies for the delayed response. Offsetting the cost of fuel is very common among companies providing delivery services like FreshDirect. For example, express delivery companies like [redacted] and [redacted] as well as other grocers like [redacted] and [redacted] have a fuel surcharge. Fuel prices are often in flux, so we constantly monitor and assess whether to adjust our surcharge. There is full information and explanation on the website. Click here (https://www.freshdirect.com/shared/fee_info.jsp?type=fuel) for the chart illustrating the current fuel surcharge fee schedule which is also available on our website.

Consumer

Response:

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 becauseArguing that everyone else is a mass murderer does not make it alright for you to be a mass murderer. This is a rather extreme example but I wanted to make my point. The flux of gas prices in the past 6 months have been

only in one direction - down. If your business warrants additional charges, make them, charge a fee for delivering on Monday or whatever just don't have a fuel surcharge which is totally fraudulent.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Fresh Direct cancelled my $600+ Thanksgiving catering order without calling me. I found out because the order didn't arrive by 8pm the night before Thanksgiving. Apparently they sent an email letting me know it was cancelled. When I called them they insisted they couldn't send me the order but they were nice enough (sarcasm) to offer me a $25 credit (final offer was a $50 credit) on my next order. I told them to keep their credit and that I was never ordering from them again (in just the past year we had spent approximately $5000 with them.) I had to look for other options at the last minute for me and my 13 guests.

Review: Five orders were defective: 1)8/**/13- Brunch pastry platter(missing pieces)

2)9/**/13-three deli salads(not fresh)

3) 9/**/13-Brunch pastry platter(missing pieces)

4)10/**/13-Brunch pastry platter(missing pieces) & Glad kitchen bag(missing)

5)10/[redacted]13- slow-cooked meatballs(broken container & missing meatballs)Desired Settlement: A total refund of $100 for damages & losses.

Business

Response:

The customers issue has been resolved as follows:

1) A store credit in the amount of $24.99 will be issued today. The customer never contacted us regarding this matter or we would have addressed it in August.

2) A store credit in the amount of $9.50 will be issued today. The customer never contacted us regarding this matter or we would have addressed it in September.

3) A store credit in the amount of $34.99 will be issued today. The customer never contacted us regarding this matter or we would have addressed it in September.

4) A store credit in the amount of $24.00 will be issued today. The cusotmer contacted us regarding the garbage bags and already received a credit for that.

5) We were contacted in October regarding the meatballs and a store credit was issued for the item.

Total credit issued 24.99+9.50+34.99+24.00=$93.48

Consumer

Response:

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:

Good morning,

4)The garbage bags credit was reversed on 10/**/13

5)One of the items was credited, there were a total of three damaged meatball containers.

Sincerely,

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

4) In reference to the credit for the Glad Kitchen bags, the credit was never reversed. The credit was issued on the October**, 2013 as indicated. The credit of $3.80 ($3.49+0.31tax) was deducted from the total of the order that was delivered on October 20, 2013.

5) Regarding the credit for the meatballs. The customer only advised us one of the containers of meatballs were damaged.

Sunday, Oct **2013 email; One of the meatball containers was broken, and the meatballs were mashed; also, the driver hesitated to follow permanent delivery instructions between 6:45am-7:29am. Sincerely, [redacted]

The credit was issued for the product as requested. It was not until the rebuttal did the customer indicate there were three damaged containers of meatballs. I have issued an additional $17.98 ($8.99x2) as a store credit.

We appreciate your continued business.

FreshDirect Customer Service Team

Thanks

My experience with Fresh Direct was positive until recently. First issue dealt with the delivery process. My order was supposed to arrive between the 8-10pm time slot and arrive at 11:45pm. I was offered a refund on the delivery fee but no discounted rate for the groceries that were nearly 2 hours late. My second issue is a bit more intense. I ordered groceries the day of Blizzard Jonas to be delivered 10-12noon. It is completely understandable that they weren't able to deliver due to the weather but what isn't is the fact that they have yet to refund me my money on the order that was cancelled by them. It is now 4 days later and I still have no refund. They charged my account prior to delivery yet they haven't managed to refund me my money once the order was canceled. According to them, they are still weighing the produce to make sure they give me the correct money on the return. 4 days later? I keep getting the run around from the customer service reps about the issue about when the money will be returned to my account but so far no money has been deposited.

Review: This is a problem to us. Asked Freshdirect to opt out [redacted] from the marketing/promotional distribution list on 12/**/2013 and did not receive any response from Freshdirect. Last week, received again an unsolicited mail and requested again to opt her out immediately but have not heard from Freshdirect. The reason why we request to opt out is [redacted] has passed away recently. If Freshdirect does not take any action to respect our request immediately, any mail to [redacted] continue to remind us of her sad passing away. This is a problem to us. Freshdirect must respect our and her privacy.Desired Settlement: Response to an email written in an other column and also delete her info immediately from the distribution list.

Business

Response:

Good Afternoon

We are sorry for your loss and apologize for the delay in responding to your inquiry. I have personally added [redacted] to the do not contact list we maintain here at FreshDirect. You should no longer receive correspondence from FreshDirect via Email, mail or phone in the name of [redacted]. Again we are sorry for your loss and apologize for any discomfort this matter has caused.

Thank You

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is just okay to me and the matter has been resolved. However, if any marketing or promotional material is sent again in the future, I will file a complain again immediately to seek a FreshDirect's immediate response from an executive, not from a staff level personnel.

Sincerely,