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] They only offered a small compensation of about $from over $they charged, which majority were inedible The customer service manager, Toby, also refused the compensation unless I was willing to accept the small compensation as a complete resolution 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 find that this resolution is satisfactory to meI still think that it is pompous to say " [redacted] to a new customer who signed up for a free trial of mealsI went back and found the email that they referencedYou know where they put the notice to cancel?? It's in a pictureThere's pictures with new meals, but embedded in one picture there's a notice to cancelin a size fontBut also: it's not in the emailThere's another big green button that says " [redacted] ***" and a link that says " [redacted] here." And another big green button that says " [redacted] ***"It's pretty easy to miss and disregard that as an " [redacted] ***" emailAnd that's probably the pointThat response was hogwashin template form.That being said, I'll accept the compromise Sincerely, [redacted] ***
About Freshly: Freshly is a subscription service that ships ready-made, healthy meals to customers - all-natural, hormone-free, gluten-free, peanut-free, and free of artificial sweetenersWe bill people weekly and send them 6, 9, 12, or meals per week based upon the meal plan selected by the customerThis customer in particular ordered our 9-meal/week plan(See the attached presentation, which shows how and where we inform customers about our status as a subscription service during the checkout experience and thereafter.) Cancellation Policy: We have a no-cancellation policy for orders once those orders are processed in our systemThe reason for this cancellation standard is because we are a company that specializes in perishable meals for customersCustomers order meal plans through us (weekly deliveries) and select menu itemsWe cook the meals ourselves and ship them (overnight or 2-day) to customersAs a result, to ensure the freshness of our meals and the safety of our customers, timeliness is a huge factor in our operations - i.e.: we need to have enough ducks in a row to cook meals one day and then ship them out immediately thereafterIn order to enable that level of efficiency across 70,000+ meals per week, delivering from California to Virginia, we need to begin the preparation process for meals some 5-days in advance of the delivery itselfEach customer has a deadline for stopping this process ahead of time, if they don't want meals in a certain weekConcerning the Claim: This particular customer contacted us to cancel her subscription after her second order had been charged and therefore after we were able to stop the second order from generatingWe’re very sorry for the confusion in this regard and would certainly have accommodated the customer further if we were ableUnfortunately, by the time the customer contacted us, we had begun the preparation process for her mealsBecause we do cook 70,000+ meals a week, our meals are not prepared individually, as they would be in a restaurant, customer by customer, but rather in larger batches, all-together, once we know the number of entrees we have to cook in a certain categoryThis means, after an order is charged and meals have begun the preparation process, we are unable to extract those meals from the process itself and cancel the orderThis is not our attempt to be difficult, but a natural necessity for any company dealing in perishable gourmet mealsWe work actively to give customers the maximum flexibility possible when it comes to managing their subscriptionFor this reason, we do not put restrictions on when customers can cancel their subscriptionCustomers are not grandfathered or forced into receiving a certain number of orders through usA customer could sign up with us and pause or cancel their subscription immediately thereafter to ensure it does not renew, which is what this customer would have wanted to do to avoid a second order being chargedWe also provide customers with numerous tools for managing their subscription that enable them to stop receiving meals or temporarily pause their subscription: First, customers can "skip a week" - meaning they can choose not to receive meals for a certain week - by simply clicking a button in their subscriptionSecond, customers can indefinitely pause their subscription so that they are not charged for another order and can easily unpause the subscription whenever they so chooseThird, customers can cancel their subscription whenever they want and ensure no additional orders are generated and processedAdditionally, we don’t inherently ship different meals to customers every week, but rather leave it up to the customer to pick his or her menuThis is because we would never want to presume a customer wants certain meals in case there were allergy or dietary restrictions of which we were not awareCustomers would receive the same meals weekly – based on the initial menu they chose when they ordered their subscription – unless they otherwise change their menu, which they can easily do in their subscription, as long as there is time to do this and the meals have not already entered the production processThis unfortunately was the case for this customerUltimate Resolution: In light of the confusion and the trouble, we ultimately ended up refunding this customer as a courtesy gesture, prior to seeing and responding to this complaint
About Freshly: Freshly is a subscription service that ships ready-made, healthy meals to customers - all-natural, hormone-free, gluten-free, peanut-free, and free of artificial sweetenersWe bill people weekly and send them 6, 9, 12, or meals per week based upon the meal plan selected by the customerThis customer in particular ordered our 6-meal/week plan Concerning the Claim: The customer did indeed contact us early in June asking to have her subscription cancelled soon after ordering itWe cancelled her order and refunded her the amount she paidThere was some subsequent confusion, however, and the subscription itself wasn’t canceledThe customer informed us on June [redacted] that she was charged again as part of the renewal processUpon receipt of this claim, we investigated and processed an immediate refund for the customer, as well as ensured her subscription had indeed been cancelledWe also offered the customer free meals in the future should she ever have need of it due to the trouble she encounteredThe customer should be able to confirm the issue she mentioned has since been resolved
About Freshly: Freshly is a subscription service that ships ready-made, healthy meals to customers - all-natural, hormone-free, gluten-free, peanut-free, and free of artificial sweetenersWe bill people weekly and send them 6, 9, 12, or meals per week based upon the meal plan selected by the customerThis customer in particular ordered our 6-meal/week plan at a trial price of $for the first delivery (50% off – average price of $per meal)The subscription would have regularly renewed after the first delivery, per the norm Cancellation Policy: We have a no-cancellation policy for orders once those orders are processed in our systemThe reason for this cancellation standard is because we are a company that specializes in perishable meals for customersCustomers order meal plans through us (weekly deliveries) and select menu itemsWe cook the meals ourselves and ship them (overnight or 2-day) to customersAs a result, to ensure the freshness of our meals and the safety of our customers, timeliness is a huge factor in our operations - i.e.: we need to have enough ducks in a row to cook meals one day and then ship them out immediately thereafterIn order to enable that level of efficiency across 70,000+ meals per week, delivering from California to Virginia, we need to begin the preparation process for meals some 5-days in advance of the delivery itselfEach customer has a deadline for stopping this process ahead of time, if they don't want meals in a certain week Concerning the Claim: This particular customer contacted us to cancel her order after her second order had been charged and therefore after we were able to stop the second order from generatingUnfortunately, by the time the customer contacted us, we had begun the preparation process for her mealsBecause we do cook 70,000+ meals a week, our meals are not prepared individually, as they would be in a restaurant, customer by customer, but rather in larger batches, all-together, once we know the number of entrees we have to cook in a certain categoryThis means, after an order is charged and meals have begun the preparation process, we are unable to extract those meals from the process itself and cancel the orderThis is not our attempt to be difficult, but a natural necessity for any company dealing in perishable gourmet mealsWe work actively to give customers the maximum flexibility possible when it comes to managing their subscriptionFor this reason, we do not put restrictions on when customers can cancel their subscriptionCustomers are not grandfathered or forced into receiving a certain number of orders through usA customer could sign up with us and pause or cancel their subscription immediately thereafter to ensure it does not renew, which is what this customer would have wanted to do to avoid a second order being chargedWe also provide customers with numerous tools for managing their subscription that enable them to stop receiving meals or temporarily pause their subscription: First, customers can "skip a week" - meaning they can choose not to receive meals for a certain week - by simply clicking a button in their subscriptionSecond, customers can indefinitely pause their subscription so that they are not charged for another order and can easily unpause the subscription whenever they so chooseThird, customers can cancel their subscription whenever they want and ensure no additional orders are generated and processed Ultimate Resolution: In light of the confusion and the trouble, as a courtesy gesture and at cost to us, we ultimately ended up refunding this customer within hours of her initial complaintBecause we couldn’t stop her meals from shipping, she received the meals anyway (*for free*)
About Freshly: Freshly is a subscription service that ships ready-made, healthy meals to customers - all-natural, hormone-free, gluten-free, peanut-free, and free of artificial sweetenersWe bill people weekly and send them 4, 6, 9, or meals per week based upon the meal plan selected by the customerThis customer in particular ordered our 4-meal/week planWe advertise our status as a subscription service in many places throughout the checkout process and beyond, including a welcome packet in every first delivery and a reminder email before every chargeCancellation Policy: We have a no-cancellation policy for orders once those orders are processed in our systemThe reason for this cancellation standard is because we are a company that specializes in perishable meals for customersCustomers order meal plans through us (weekly deliveries) and select menu itemsWe cook the meals ourselves and ship them (overnight or 2-day) to customersAs a result, to ensure the freshness of our meals and the safety of our customers, timeliness is a huge factor in our operations - i.e.: we need to have enough ducks in a row to cook meals one day and then ship them out immediately thereafterIn order to enable that level of efficiency across 70,000+ meals per week, delivering from California to Virginia, we need to begin the preparation process for meals some 5-days in advance of the delivery itselfEach customer has a deadline for stopping this process ahead of time, if they don't want meals in a certain weekConcerning the Claim: This particular customer contacted us to cancel his subscription after his second order had been charged and therefore after we were able to stop the second order from being fulfilledWe’re certainly very sorry for the confusion in this regardWe are inherently a subscription service, which, as mentioned above, is advertised throughout our site and communicated consistently to customersThe deadline the customer references in his complaint is referencing the date and time of his next weekly charge, by which time the customer would have to communicate to us that he or she does not want further mealsThere are various other ways this piece of communication is sent to customers, as wellOn the checkout page, for instance, when customers are ordering their subscription, they see a breakdown between what they will be charged upon ordering and also what they would normally be charged every week thereafterPrior to an order being charged for each weekly order, we provide customers with numerous tools for managing their subscription that enable them to stop receiving meals or temporarily pause their subscription: First, customers can "skip a week" - meaning they can choose not to receive meals for a certain week - by simply clicking a button in their subscriptionSecond, customers can indefinitely pause their subscription so that they are not charged for another order and can easily unpause the subscription whenever they so chooseThird, customers can cancel their subscription whenever they want and ensure no additional orders are generated and processedAll these options were available to the customer the moment after he signed up with us and we’re sorry there was confusion about using themIn Conclusion: In this particular case, we are sorry again for the confusion and had already acted to accommodate the customer by offering a 50% refund of the customer's orderThe customer agreed to this resolution (see attachment) and the refund was duly processedThank you!
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] They only offered a small compensation of about $from over $they charged, which majority were inedible The customer service manager, Toby, also refused the compensation unless I was willing to accept the small compensation as a complete resolution 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 find that this resolution is satisfactory to meI still think that it is pompous to say " [redacted] to a new customer who signed up for a free trial of mealsI went back and found the email that they referencedYou know where they put the notice to cancel?? It's in a pictureThere's pictures with new meals, but embedded in one picture there's a notice to cancelin a size fontBut also: it's not in the emailThere's another big green button that says " [redacted] ***" and a link that says " [redacted] here." And another big green button that says " [redacted] ***"It's pretty easy to miss and disregard that as an " [redacted] ***" emailAnd that's probably the pointThat response was hogwashin template form.That being said, I'll accept the compromise Sincerely, [redacted] ***
About Freshly: Freshly is a subscription service that ships ready-made, healthy meals to customers - all-natural, hormone-free, gluten-free, peanut-free, and free of artificial sweetenersWe bill people weekly and send them 6, 9, 12, or meals per week based upon the meal plan selected by the customerThis customer in particular ordered our 9-meal/week plan(See the attached presentation, which shows how and where we inform customers about our status as a subscription service during the checkout experience and thereafter.) Cancellation Policy: We have a no-cancellation policy for orders once those orders are processed in our systemThe reason for this cancellation standard is because we are a company that specializes in perishable meals for customersCustomers order meal plans through us (weekly deliveries) and select menu itemsWe cook the meals ourselves and ship them (overnight or 2-day) to customersAs a result, to ensure the freshness of our meals and the safety of our customers, timeliness is a huge factor in our operations - i.e.: we need to have enough ducks in a row to cook meals one day and then ship them out immediately thereafterIn order to enable that level of efficiency across 70,000+ meals per week, delivering from California to Virginia, we need to begin the preparation process for meals some 5-days in advance of the delivery itselfEach customer has a deadline for stopping this process ahead of time, if they don't want meals in a certain weekConcerning the Claim: This particular customer contacted us to cancel her subscription after her second order had been charged and therefore after we were able to stop the second order from generatingWe’re very sorry for the confusion in this regard and would certainly have accommodated the customer further if we were ableUnfortunately, by the time the customer contacted us, we had begun the preparation process for her mealsBecause we do cook 70,000+ meals a week, our meals are not prepared individually, as they would be in a restaurant, customer by customer, but rather in larger batches, all-together, once we know the number of entrees we have to cook in a certain categoryThis means, after an order is charged and meals have begun the preparation process, we are unable to extract those meals from the process itself and cancel the orderThis is not our attempt to be difficult, but a natural necessity for any company dealing in perishable gourmet mealsWe work actively to give customers the maximum flexibility possible when it comes to managing their subscriptionFor this reason, we do not put restrictions on when customers can cancel their subscriptionCustomers are not grandfathered or forced into receiving a certain number of orders through usA customer could sign up with us and pause or cancel their subscription immediately thereafter to ensure it does not renew, which is what this customer would have wanted to do to avoid a second order being chargedWe also provide customers with numerous tools for managing their subscription that enable them to stop receiving meals or temporarily pause their subscription: First, customers can "skip a week" - meaning they can choose not to receive meals for a certain week - by simply clicking a button in their subscriptionSecond, customers can indefinitely pause their subscription so that they are not charged for another order and can easily unpause the subscription whenever they so chooseThird, customers can cancel their subscription whenever they want and ensure no additional orders are generated and processedAdditionally, we don’t inherently ship different meals to customers every week, but rather leave it up to the customer to pick his or her menuThis is because we would never want to presume a customer wants certain meals in case there were allergy or dietary restrictions of which we were not awareCustomers would receive the same meals weekly – based on the initial menu they chose when they ordered their subscription – unless they otherwise change their menu, which they can easily do in their subscription, as long as there is time to do this and the meals have not already entered the production processThis unfortunately was the case for this customerUltimate Resolution: In light of the confusion and the trouble, we ultimately ended up refunding this customer as a courtesy gesture, prior to seeing and responding to this complaint
About Freshly: Freshly is a subscription service that ships ready-made, healthy meals to customers - all-natural, hormone-free, gluten-free, peanut-free, and free of artificial sweetenersWe bill people weekly and send them 6, 9, 12, or meals per week based upon the meal plan selected by the customerThis customer in particular ordered our 6-meal/week plan Concerning the Claim: The customer did indeed contact us early in June asking to have her subscription cancelled soon after ordering itWe cancelled her order and refunded her the amount she paidThere was some subsequent confusion, however, and the subscription itself wasn’t canceledThe customer informed us on June [redacted] that she was charged again as part of the renewal processUpon receipt of this claim, we investigated and processed an immediate refund for the customer, as well as ensured her subscription had indeed been cancelledWe also offered the customer free meals in the future should she ever have need of it due to the trouble she encounteredThe customer should be able to confirm the issue she mentioned has since been resolved
About Freshly: Freshly is a subscription service that ships ready-made, healthy meals to customers - all-natural, hormone-free, gluten-free, peanut-free, and free of artificial sweetenersWe bill people weekly and send them 6, 9, 12, or meals per week based upon the meal plan selected by the customerThis customer in particular ordered our 6-meal/week plan at a trial price of $for the first delivery (50% off – average price of $per meal)The subscription would have regularly renewed after the first delivery, per the norm Cancellation Policy: We have a no-cancellation policy for orders once those orders are processed in our systemThe reason for this cancellation standard is because we are a company that specializes in perishable meals for customersCustomers order meal plans through us (weekly deliveries) and select menu itemsWe cook the meals ourselves and ship them (overnight or 2-day) to customersAs a result, to ensure the freshness of our meals and the safety of our customers, timeliness is a huge factor in our operations - i.e.: we need to have enough ducks in a row to cook meals one day and then ship them out immediately thereafterIn order to enable that level of efficiency across 70,000+ meals per week, delivering from California to Virginia, we need to begin the preparation process for meals some 5-days in advance of the delivery itselfEach customer has a deadline for stopping this process ahead of time, if they don't want meals in a certain week Concerning the Claim: This particular customer contacted us to cancel her order after her second order had been charged and therefore after we were able to stop the second order from generatingUnfortunately, by the time the customer contacted us, we had begun the preparation process for her mealsBecause we do cook 70,000+ meals a week, our meals are not prepared individually, as they would be in a restaurant, customer by customer, but rather in larger batches, all-together, once we know the number of entrees we have to cook in a certain categoryThis means, after an order is charged and meals have begun the preparation process, we are unable to extract those meals from the process itself and cancel the orderThis is not our attempt to be difficult, but a natural necessity for any company dealing in perishable gourmet mealsWe work actively to give customers the maximum flexibility possible when it comes to managing their subscriptionFor this reason, we do not put restrictions on when customers can cancel their subscriptionCustomers are not grandfathered or forced into receiving a certain number of orders through usA customer could sign up with us and pause or cancel their subscription immediately thereafter to ensure it does not renew, which is what this customer would have wanted to do to avoid a second order being chargedWe also provide customers with numerous tools for managing their subscription that enable them to stop receiving meals or temporarily pause their subscription: First, customers can "skip a week" - meaning they can choose not to receive meals for a certain week - by simply clicking a button in their subscriptionSecond, customers can indefinitely pause their subscription so that they are not charged for another order and can easily unpause the subscription whenever they so chooseThird, customers can cancel their subscription whenever they want and ensure no additional orders are generated and processed Ultimate Resolution: In light of the confusion and the trouble, as a courtesy gesture and at cost to us, we ultimately ended up refunding this customer within hours of her initial complaintBecause we couldn’t stop her meals from shipping, she received the meals anyway (*for free*)
About Freshly: Freshly is a subscription service that ships ready-made, healthy meals to customers - all-natural, hormone-free, gluten-free, peanut-free, and free of artificial sweetenersWe bill people weekly and send them 4, 6, 9, or meals per week based upon the meal plan selected by the customerThis customer in particular ordered our 4-meal/week planWe advertise our status as a subscription service in many places throughout the checkout process and beyond, including a welcome packet in every first delivery and a reminder email before every chargeCancellation Policy: We have a no-cancellation policy for orders once those orders are processed in our systemThe reason for this cancellation standard is because we are a company that specializes in perishable meals for customersCustomers order meal plans through us (weekly deliveries) and select menu itemsWe cook the meals ourselves and ship them (overnight or 2-day) to customersAs a result, to ensure the freshness of our meals and the safety of our customers, timeliness is a huge factor in our operations - i.e.: we need to have enough ducks in a row to cook meals one day and then ship them out immediately thereafterIn order to enable that level of efficiency across 70,000+ meals per week, delivering from California to Virginia, we need to begin the preparation process for meals some 5-days in advance of the delivery itselfEach customer has a deadline for stopping this process ahead of time, if they don't want meals in a certain weekConcerning the Claim: This particular customer contacted us to cancel his subscription after his second order had been charged and therefore after we were able to stop the second order from being fulfilledWe’re certainly very sorry for the confusion in this regardWe are inherently a subscription service, which, as mentioned above, is advertised throughout our site and communicated consistently to customersThe deadline the customer references in his complaint is referencing the date and time of his next weekly charge, by which time the customer would have to communicate to us that he or she does not want further mealsThere are various other ways this piece of communication is sent to customers, as wellOn the checkout page, for instance, when customers are ordering their subscription, they see a breakdown between what they will be charged upon ordering and also what they would normally be charged every week thereafterPrior to an order being charged for each weekly order, we provide customers with numerous tools for managing their subscription that enable them to stop receiving meals or temporarily pause their subscription: First, customers can "skip a week" - meaning they can choose not to receive meals for a certain week - by simply clicking a button in their subscriptionSecond, customers can indefinitely pause their subscription so that they are not charged for another order and can easily unpause the subscription whenever they so chooseThird, customers can cancel their subscription whenever they want and ensure no additional orders are generated and processedAll these options were available to the customer the moment after he signed up with us and we’re sorry there was confusion about using themIn Conclusion: In this particular case, we are sorry again for the confusion and had already acted to accommodate the customer by offering a 50% refund of the customer's orderThe customer agreed to this resolution (see attachment) and the refund was duly processedThank you!