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 becauseArguing that everyone else is a mass murderer does not make it alright for you to be a mass murdererThis is a rather extreme example but I wanted to make my pointThe flux of gas prices in the past months have been only in one direction - downIf 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, [redacted]
Apologies for the delayed response Offsetting the cost of fuel is very common among companies providing delivery services like FreshDirectFor example, express delivery companies like [redacted] and [redacted] as well as other grocers like [redacted] and [redacted] have a fuel surchargeFuel prices are often in flux, so we constantly monitor and assess whether to adjust our surchargeThere is full information and explanation on the websiteClick 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
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]
[redacted] had an order scheduled for delivery on Saturday, January **, 2016, the day of Winter Storm Jonas As per section of our Customer AgreementInclement Weather and Unforeseen Delivery ComplicationsIn 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 timesIf 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 timeWe will attempt to deliver your order as quickly as possible when the conditions permitWe will never deliver an order past 12:AM without your consentIf your designated delivery location (e.gstreet 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 deliveryThe 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 feet, we were unable to make all redeliveries and communicated this to our customersCustomers who were charged for orders not delivered on January [redacted] 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 usedThank You
Good Morning I spoke with [redacted] regarding his order that was not delivered on October **, His delivery address was initially blocked due to fraudulent activity in December 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 $was issued and his order scheduled for delivery on October **, as requested He was satisfied with my resolution Thanks [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: 1.) We are still not able to order from Fresh Direct Since the last discussion cited in Fresh Direct's response we have attempted to place an order Although we are now able to access our account, we get an error message saying that groceries cannot be delivered to our address We contacted Fresh Direct about this approximately a week ago (this contact was not mentioned in their response) We were told that they just need to fill out and file a form to release the hold on our address As of today ( [redacted] ), that has still not happened2.) (Less important, but noteworthy nonetheless) While the Fresh Direct representatives we spoke with on the phone were pleasant and somewhat apologetic, we find the tone of their response through Revdex.com to be unnecessarily defensive and condescending (especially considering they still haven't fixed the problem) We have been customers for around a year now We understand how their billing normally works and are familiar with their system of "pending charges." I see them on my credit card bill regularly This did not have to "explained" to us one day and then "reviewed with us" the next, as noted in their response The issue here is that we had a seemingly inordinate amount of unusually large pending charges on our bill - six from just two orders The quantity and amounts of these charges were unusual enough to be flagged as "suspicious activity" by [redacted] We find it a bit insulting that they seem to have rendered this issue down to a simple matter of " [redacted] " and have failed to acknowledge formally that it is reasonable for unidentifiable charges to be disputed as fraudulent In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
[redacted] is correct in that her order was delivered on January *, and not January *, While it did not snow on that day, we were dealing with the effects of the remaining snow from January *, We never refused to issue the refund, however the agents could have done a better job explaining what was happening We apologize for the time it took to resolve this matter and not clearly communicating the refund issue At this point the order has been refunded
We apologize for the inconvenience The refund was issued today and based on his credit card company's processing, he should see the refund in the next 3-business days
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] ***
[redacted] contacted our customer service department via Email and Social Media on October *, 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
We understand how a credit card’s fraud flag can be unnerving although the charges were all correct. We are happy to report that both that billing inquiry as well as the technical issue we had with the *** address have both been resolved and they have been able to successfully shop with us again. Thanks
*** *** had an order scheduled for delivery on Jan *, 2017. Unfortunately, severe inclement weather on this day caused delivery interruptions and high call volume. After several attempts trying to refund the order as requested, we reached out to ***. *** advised us ***
*** filed a dispute of the charges with them, which caused our credit attempts to fail. We have now resolved the issue and completed the refund
The customer had an order scheduled for delivery on Sunday, September ** and there were numerous items missing from her orderFreshDirect reached out to the customer the next day and left a messageOn Tuesday, September **, the customer returned the call and a resolution was reachedThe customer
received a refund and was compensated for the inconvenience thiscaused her
I am very sorry that *** ***' shopping experience was not of our usual standard. Upon review of *** ***'s account, I see that she has received the requested refunds twice. First in June and then again the end of July. I reached out to *** *** to review this matter in more
detail to ensure the matter is completely resolved. I am waiting to hear back from her
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 resolvedThe company refunded me the orderThank you
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:
This is not an accurate account of what happenedThere was not bad weather the day the orders were a messI also had to pester them repeatedly to get anything to happenI filed a claim with *** becaue they refused to refund meThis happened after I contacted them multiple times over weeks after they claimed they had issued me a refund. If there was an issue refunding me nobody made any effort to tell me that. [Your Answer Here]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** *** ***
We apologize for the way this was handled. The order in question was missed by the customer as mentioned, and therefore not delivered. As per our Customer Agreement, there are restocking fees associated with orders not delivered. This was the first time, so the customer
was charged a nominal fee. When the customer called, we understood the miscommunication, and the customer was given a credit for the restocking fee and a credit for the value of the promotion. The credits were issued as store credits. Since the customer has requested a refund to the method of payment, we have now reversed the store credit and applied it as a refund back to the method of payment used to place the order
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
Sincerely,
** ***
We apologize for the unfortunate experience [redacted] had with
his order. [redacted]’s order was scheduled for delivery on April *,
2016 between 4PM and 6PM. However, our delivery personnel were running late and
at 5:55PM we contacted him advising the order would be approximately...
60 minute
late due to delays. [redacted] contacted us in reference to the message
at 6:23PM. We at that time offered him $25.00 for the inconvenience on
this order. At 7:05PM, we attempted delivery and the customer was not
home. At 7:41PM, FreshDirect was advised the customer was home, however,
the truck was unable to return to the address and a short while later, the
truck returned to the FreshDirect facility for the evening.
Please note, that in relevant part the FreshDirect Customer
Agreement states:
3.2. Delivery Requirements. To receive delivery, you
must live in a residential apartment or home and you or an authorized
representative must be present to receive your order from our delivery personnel
during your selected delivery window. The authorized representative can accept
your goods when you are not present at the time you had selected for delivery
and shall accept the goods under all of the same terms and conditions that
would apply had you accepted the delivery yourself. Anyone at the delivery
address who receives the delivery is conclusively presumed to be authorized to
receive the delivery. If you, your doorman, and your authorized
representative are not present during your selected delivery window, we will
use commercially reasonable efforts to contact you and reschedule delivery (a
$4.99 redelivery fee may apply) for the same day. In such case, if we are
unable to redeliver the order to you for any reason, the order will be canceled
and you will be charged a cancellation fee as described above.
3.6. 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.
As per
our Customer Agreement, [redacted] was advised that the order would be late
due to delivery complications, unfortunately was returned and that we would
reschedule. He was given a $50.00 good will store credit. The order
was rescheduled and delivered without issue on April, 5. While it is
unfortunate that the delivery was late, delivery complications occur, and we do
hope that the $50 goodwill credit more than adequately made up for it. We are always striving to do our best. Thank 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 becauseArguing that everyone else is a mass murderer does not make it alright for you to be a mass murdererThis is a rather extreme example but I wanted to make my pointThe flux of gas prices in the past months have been only in one direction - downIf 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, [redacted]
Apologies for the delayed response Offsetting the cost of fuel is very common among companies providing delivery services like FreshDirectFor example, express delivery companies like [redacted] and [redacted] as well as other grocers like [redacted] and [redacted] have a fuel surchargeFuel prices are often in flux, so we constantly monitor and assess whether to adjust our surchargeThere is full information and explanation on the websiteClick 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
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]
[redacted] had an order scheduled for delivery on Saturday, January **, 2016, the day of Winter Storm Jonas As per section of our Customer AgreementInclement Weather and Unforeseen Delivery ComplicationsIn 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 timesIf 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 timeWe will attempt to deliver your order as quickly as possible when the conditions permitWe will never deliver an order past 12:AM without your consentIf your designated delivery location (e.gstreet 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 deliveryThe 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 feet, we were unable to make all redeliveries and communicated this to our customersCustomers who were charged for orders not delivered on January [redacted] 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 usedThank You
Good Morning I spoke with [redacted] regarding his order that was not delivered on October **, His delivery address was initially blocked due to fraudulent activity in December 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 $was issued and his order scheduled for delivery on October **, as requested He was satisfied with my resolution Thanks [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: 1.) We are still not able to order from Fresh Direct Since the last discussion cited in Fresh Direct's response we have attempted to place an order Although we are now able to access our account, we get an error message saying that groceries cannot be delivered to our address We contacted Fresh Direct about this approximately a week ago (this contact was not mentioned in their response) We were told that they just need to fill out and file a form to release the hold on our address As of today ( [redacted] ), that has still not happened2.) (Less important, but noteworthy nonetheless) While the Fresh Direct representatives we spoke with on the phone were pleasant and somewhat apologetic, we find the tone of their response through Revdex.com to be unnecessarily defensive and condescending (especially considering they still haven't fixed the problem) We have been customers for around a year now We understand how their billing normally works and are familiar with their system of "pending charges." I see them on my credit card bill regularly This did not have to "explained" to us one day and then "reviewed with us" the next, as noted in their response The issue here is that we had a seemingly inordinate amount of unusually large pending charges on our bill - six from just two orders The quantity and amounts of these charges were unusual enough to be flagged as "suspicious activity" by [redacted] We find it a bit insulting that they seem to have rendered this issue down to a simple matter of " [redacted] " and have failed to acknowledge formally that it is reasonable for unidentifiable charges to be disputed as fraudulent In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
[redacted] is correct in that her order was delivered on January *, and not January *, While it did not snow on that day, we were dealing with the effects of the remaining snow from January *, We never refused to issue the refund, however the agents could have done a better job explaining what was happening We apologize for the time it took to resolve this matter and not clearly communicating the refund issue At this point the order has been refunded
We apologize for the misunderstanding and will issue a refund as requested for $the remaining balance
We apologize for the inconvenience The refund was issued today and based on his credit card company's processing, he should see the refund in the next 3-business days
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] ***
[redacted] contacted our customer service department via Email and Social Media on October *, 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
We understand how a credit card’s fraud flag can be unnerving although the charges were all correct. We are happy to report that both that billing inquiry as well as the technical issue we had with the *** address have both been resolved and they have been able to successfully shop with us again. Thanks
*** *** had an order scheduled for delivery on Jan *, 2017. Unfortunately, severe inclement weather on this day caused delivery interruptions and high call volume. After several attempts trying to refund the order as requested, we reached out to ***. *** advised us ***
*** filed a dispute of the charges with them, which caused our credit attempts to fail. We have now resolved the issue and completed the refund
The customer had an order scheduled for delivery on Sunday, September ** and there were numerous items missing from her orderFreshDirect reached out to the customer the next day and left a messageOn Tuesday, September **, the customer returned the call and a resolution was reachedThe customer
received a refund and was compensated for the inconvenience thiscaused her
I am very sorry that *** ***' shopping experience was not of our usual standard. Upon review of *** ***'s account, I see that she has received the requested refunds twice. First in June and then again the end of July. I reached out to *** *** to review this matter in more
detail to ensure the matter is completely resolved. I am waiting to hear back from her
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 resolvedThe company refunded me the orderThank you
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:
This is not an accurate account of what happenedThere was not bad weather the day the orders were a messI also had to pester them repeatedly to get anything to happenI filed a claim with *** becaue they refused to refund meThis happened after I contacted them multiple times over weeks after they claimed they had issued me a refund. If there was an issue refunding me nobody made any effort to tell me that. [Your Answer Here]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** *** ***
We apologize for the way this was handled. The order in question was missed by the customer as mentioned, and therefore not delivered. As per our Customer Agreement, there are restocking fees associated with orders not delivered. This was the first time, so the customer
was charged a nominal fee. When the customer called, we understood the miscommunication, and the customer was given a credit for the restocking fee and a credit for the value of the promotion. The credits were issued as store credits. Since the customer has requested a refund to the method of payment, we have now reversed the store credit and applied it as a refund back to the method of payment used to place the order
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
Sincerely,
** ***
We apologize for the unfortunate experience [redacted] had with
his order. [redacted]’s order was scheduled for delivery on April *,
2016 between 4PM and 6PM. However, our delivery personnel were running late and
at 5:55PM we contacted him advising the order would be approximately...
60 minute
late due to delays. [redacted] contacted us in reference to the message
at 6:23PM. We at that time offered him $25.00 for the inconvenience on
this order. At 7:05PM, we attempted delivery and the customer was not
home. At 7:41PM, FreshDirect was advised the customer was home, however,
the truck was unable to return to the address and a short while later, the
truck returned to the FreshDirect facility for the evening.
Please note, that in relevant part the FreshDirect Customer
Agreement states:
3.2. Delivery Requirements. To receive delivery, you
must live in a residential apartment or home and you or an authorized
representative must be present to receive your order from our delivery personnel
during your selected delivery window. The authorized representative can accept
your goods when you are not present at the time you had selected for delivery
and shall accept the goods under all of the same terms and conditions that
would apply had you accepted the delivery yourself. Anyone at the delivery
address who receives the delivery is conclusively presumed to be authorized to
receive the delivery. If you, your doorman, and your authorized
representative are not present during your selected delivery window, we will
use commercially reasonable efforts to contact you and reschedule delivery (a
$4.99 redelivery fee may apply) for the same day. In such case, if we are
unable to redeliver the order to you for any reason, the order will be canceled
and you will be charged a cancellation fee as described above.
3.6. 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.
As per
our Customer Agreement, [redacted] was advised that the order would be late
due to delivery complications, unfortunately was returned and that we would
reschedule. He was given a $50.00 good will store credit. The order
was rescheduled and delivered without issue on April, 5. While it is
unfortunate that the delivery was late, delivery complications occur, and we do
hope that the $50 goodwill credit more than adequately made up for it. We are always striving to do our best. Thank you.