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]
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
[redacted]
[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 me and the matter has been resolved.
Sincerely,
[redacted]
[redacted] is correct in that her order was delivered on January *, 2017 and not January *, 2017. While it did not snow on that day, we were dealing with the effects of the remaining snow from January *, 2017. 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.
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.
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]
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.
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]
We reached out to [redacted] to collect the payment for December as she stated in her complaint and we have not heard back from her. We are more than happy to resolve this matter with the December payment.
[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.
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; however, I will note that after the payment issues with our credit card were resolved, it still took two phone calls initiated by us to get Fresh Direct to fix the problem with our delivery address. The first representative we spoke with said that they had to fill out a form to reactivate our address and just told us to wait. We waited approximately a week and still couldn't have groceries delivered. We had to call again. That representative went directly to a supervisor and fixed the problem immediately.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
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,
[redacted]
[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
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 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,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
According to their customer agreement they reserve the right to collect payment if the checking account used is either incorrect or overdrawn. In every case, the checking account was neither incorrect or overdrawn. They are the only company I've ever had this issue with. No one can explain to me why this occurred. And I would not think that since it took them a year to catch this issue that they would still be attempting to collect on those payments for something that was their error. Agreeing to set up a payment plan is an unacceptable solution. They need to do better.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
We realize this is an unsettling matter and apologize for the inconvenience. We suffered a technical issue and once it was discovered, we moved to reconcile the transactions. As per our Customer Agreement, which governs our relationship with our customers, we have the right to collect unpaid...
funds. 2.2. Card Authorization and Estimated Costs. Your Card will be charged for your order on the day your order is delivered. Since certain perishables are priced by variable weight and the actual price is not known until we have prepared and weighed your order, we require a Card authorization for up to 125% of the estimated cost of perishables, but only charge you the actual cost that is determined after preparing and weighing your actual items. In addition, we will authorize your Card for an amount equal to 100% of the total of the non-perishable items in your order. FreshDirect will not process an order that attempts to use an incorrect, expired, or over-the-credit limit Card. We will make reasonable efforts to contact you if this occurs. However, in the event such an order is processed, FreshDirect reserves the right to collect funds for any uncollected transaction charges or fees owed to it. FreshDirect may charge a fee of $2.00 per order should a payment made via Card be declined resulting in the need for alternate payment or exception processing. If you fail to pay any fees or charges when due, including but not limited to returned checks, rejected electronic payments, redelivery fees or restocking fees, FreshDirect may charge such amount directly to the Card identified in your Customer Account and FreshDirect may suspend or terminate your access to the FreshDirect Service. You shall be responsible and liable for any fees, including attorneys' fees and collection costs, that FreshDirect may incur in its efforts to collect any unpaid balances from you. Your right to use the FreshDirect Service is subject to limits established by FreshDirect and/or by your Card issuer. We are happy to work out a payment arrangement with [redacted].
[redacted] had a delivery scheduled for April **, 2016. She then cancelled the order due to it running late. The order was erroneously confirmed as delivered, which resulted in the charge. [redacted] first contacted us regarding this issue on August **, 2016. We apologized...
for the error and issued the refund on the same day. We have removed her credit card from her account as requested.
Upon reviewing the account and phone calls, it is clear the customer was not helped as she should have been. Electronic Checks can fail for multiple reasons and when this occurs we contact the customer to correct the issue and obtain payment via another method. While we have the right...
to charge the credit card on file, we usually do not do so until we speak with the customer. In this instance, the agent was presumptuous and used the card on file. We apologize for the way this matter was handled. The credits were already issued as a store credit (April*, 2017) but that has been adjusted to a refund for each of the amounts to the card that was used (April **, 2017). The account is open and in good standing. We hope she gives us another try.
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 happened. 2.) (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 4 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]
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]
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
[redacted]
[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 me and the matter has been resolved.
Sincerely,
[redacted]
[redacted] is correct in that her order was delivered on January *, 2017 and not January *, 2017. While it did not snow on that day, we were dealing with the effects of the remaining snow from January *, 2017. 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.
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]
[redacted]
[redacted]
[redacted]
[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 me and the matter has been resolved.
Sincerely,
[redacted]
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.
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]
We reached out to [redacted] to collect the payment for December as she stated in her complaint and we have not heard back from her. We are more than happy to resolve this matter with the December payment.
[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.
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; however, I will note that after the payment issues with our credit card were resolved, it still took two phone calls initiated by us to get Fresh Direct to fix the problem with our delivery address. The first representative we spoke with said that they had to fill out a form to reactivate our address and just told us to wait. We waited approximately a week and still couldn't have groceries delivered. We had to call again. That representative went directly to a supervisor and fixed the problem immediately.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
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,
[redacted]
[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
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 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,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
According to their customer agreement they reserve the right to collect payment if the checking account used is either incorrect or overdrawn. In every case, the checking account was neither incorrect or overdrawn. They are the only company I've ever had this issue with. No one can explain to me why this occurred. And I would not think that since it took them a year to catch this issue that they would still be attempting to collect on those payments for something that was their error. Agreeing to set up a payment plan is an unacceptable solution. They need to do better.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
We realize this is an unsettling matter and apologize for the inconvenience. We suffered a technical issue and once it was discovered, we moved to reconcile the transactions. As per our Customer Agreement, which governs our relationship with our customers, we have the right to collect unpaid...
funds. 2.2. Card Authorization and Estimated Costs. Your Card will be charged for your order on the day your order is delivered. Since certain perishables are priced by variable weight and the actual price is not known until we have prepared and weighed your order, we require a Card authorization for up to 125% of the estimated cost of perishables, but only charge you the actual cost that is determined after preparing and weighing your actual items. In addition, we will authorize your Card for an amount equal to 100% of the total of the non-perishable items in your order. FreshDirect will not process an order that attempts to use an incorrect, expired, or over-the-credit limit Card. We will make reasonable efforts to contact you if this occurs. However, in the event such an order is processed, FreshDirect reserves the right to collect funds for any uncollected transaction charges or fees owed to it. FreshDirect may charge a fee of $2.00 per order should a payment made via Card be declined resulting in the need for alternate payment or exception processing. If you fail to pay any fees or charges when due, including but not limited to returned checks, rejected electronic payments, redelivery fees or restocking fees, FreshDirect may charge such amount directly to the Card identified in your Customer Account and FreshDirect may suspend or terminate your access to the FreshDirect Service. You shall be responsible and liable for any fees, including attorneys' fees and collection costs, that FreshDirect may incur in its efforts to collect any unpaid balances from you. Your right to use the FreshDirect Service is subject to limits established by FreshDirect and/or by your Card issuer. We are happy to work out a payment arrangement with [redacted].
[redacted] had a delivery scheduled for April **, 2016. She then cancelled the order due to it running late. The order was erroneously confirmed as delivered, which resulted in the charge. [redacted] first contacted us regarding this issue on August **, 2016. We apologized...
for the error and issued the refund on the same day. We have removed her credit card from her account as requested.
We apologize for the misunderstanding and will issue a refund as requested for $134.13 the remaining balance.
Upon reviewing the account and phone calls, it is clear the customer was not helped as she should have been. Electronic Checks can fail for multiple reasons and when this occurs we contact the customer to correct the issue and obtain payment via another method. While we have the right...
to charge the credit card on file, we usually do not do so until we speak with the customer. In this instance, the agent was presumptuous and used the card on file. We apologize for the way this matter was handled. The credits were already issued as a store credit (April*, 2017) but that has been adjusted to a refund for each of the amounts to the card that was used (April **, 2017). The account is open and in good standing. We hope she gives us another try.
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 happened. 2.) (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 4 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]