Green Chef Corporation

Hi [redacted] , We apologize about any confusion regarding your order with Green Chef You had received an email for one free box of Green Chef, which you had signed up to receive with a billing total of $ We give our customers up to days prior to their delivery to edit their plan, order size, or skip the delivery, as we realize customers may want to change their first order before receiving it Shortly after signing up, you had edited your account preferences from one to two boxes As the promotion was for only one box, you were charged for the second box you had selected to receive We apologize if you had thought that increasing (doubling) your order would not change the original order total, however, the promotion you received was for one box only, as explained during sign up When you make changes to your account, you are notified with a pbox, and the changes in your number of diners and price are reflected within your accountWhile you had agreed to be responsible for managing your account and all charges that are incurred when you agreed to our Terms of Service upon creating an account, I do see that we were able to get this week's order cancelled for you as a one time courtesy, and the charge to your account has been refunded Please feel free to reach out to our Customer Care team with any additional questions

Revdex.com: The business only reached out to me after receiving my complaintPrior to my complaint they were satisfied with leaving my issue unresolvedAs of now I have received the response by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Hi ***, I see that our Customer Care team has reached out to you regarding this and has made things right! Please let us know if you have any additional questions or feedback at [email protected]

Hi [redacted] , We apologize about any miscommunication regarding your most recent subscription with Green Chef Looking through our records, you had opened this account on June 18th and your first delivery was scheduled for June 28th On this same day, you had skipped the following weeks of delivery (7/5, 7/12, 7/19, and 7/26) After June 18th, we do not show that you accessed your accountAfter searching through our records, we were unable to find any communication from you in regards to cancelling this account We searched our phone records for calls from June through September from the phone number on this account ( [redacted] ) as well as the phone number associated with your previous Green Chef account ( [redacted] ) and were unable to find any record of any calls to Green Chef in that time frame We also do not have any record of you calling or emailing in regards to quality issues with your first shipment Would it be possible this call was made to another meal kit delivery service? If these quality issues were experienced with Green Chef, this is not the quality you should expectWhile we do require that any issues are brought to our attention within business days, if you could reach out to [redacted] with more information about the condition of the box you received on June 28th, we will be able to compensate you for those items you were unable to useThe only email communication we have from you is from January 18th, regarding your previous account and the email sent to us on September 18th, in regards to your most recent account Upon receiving your most recent email, we did cancel and suspend the account to make sure no additional shipments processed However, as we were not contacted until the shipments had already shipped - and as all orders are showing as having been delivered on time, to the address provided - we will not be able to refund these ordersPer our Terms of Service, "To cancel your Subscription, you must email us at [redacted] or call us at [redacted] and follow the provided directions and/or linksIf you cancel by PM Eastern Time, days prior to the next Renewal date, as applicable, your cancellation will be effective as to the next Renewal and Subscription TermOtherwise, your cancellation will be effective for the subsequent Renewal and Subscription Period...You are fully responsible for all activities that occur under your account, and you agree to be personally liable for all charges incurred under your accountYour liability for such charges shall continue after termination of this Agreement." Rest assured, your account is now cancelled

We reached out to the customer directly to resolve this issue

Hi ***, We apologize about any miscommunication regarding your most recent subscription with Green Chef and in regards to our weekly cutoff timeAs our customer care agents reiterated, we finalize all orders days before the scheduled delivery at pm ESTWe do this so that we can coordinate with local and regional farms and source in advance, allowing us to bring the freshest ingredients from their farm to your doorGreen Chef uses fresh and perishable ingredients that are sourced as soon as your order is finalized It takes the effort of many people, chefs, and farmers to prepare your box from the moment your box is ordered to the moment of delivery And, unlike other items you may have shipped to your door - a pair of shoes for example - our boxes cannot be returned, re-sold, or held in the warehouse due to their perishable nature, which is why our cancellation policy is so strict and why we are so proactive about alerting you to your weekly cutoff timeWe alert customers of this cutoff during the sign up process, in our Terms of Service, FAQs, as well as in your accountEach specific delivery's cutoff time is also listed within your account in your "Delivery Schedule." Upon signing up for a Green Chef subscription and before you were allowed to create an account, you were required to agree to and accept our Terms of Service, which clearly state: "THESE TERMS OF USE (THE “TERMS” OR THE “AGREEMENT”) ARE A LEGAL CONTRACT BETWEEN YOU AND GREEN CHEF CORPORATION (“GREEN CHEF,” “WE,” “US,” OR “OUR”)....BY USING THIS SITE, YOU ARE AGREEING TO ALL THE TERMS; IF YOU DO NOT AGREE WITH ANY OF THESE TERMS, DO NOT ACCESS OR OTHERWISE USE THIS SITE OR ANY INFORMATION CONTAINED ON THIS SITEPAYMENTYou agree that Green Chef may immediately authorize your credit card (or other approved payment method) for payment for any charges incurred under your account.You are fully responsible for all activities that occur under your account, and you agree to be personally liable for all charges incurred under your accountYour liability for such charges shall continue after termination of this Agreement.If you have a question about any Green Chef charge on your credit card statement, please follow the instructions found on the Site to contact customer service....When you sign up to become a Subscriber, your subscription will automatically renew until you cancel itYou can skip a delivery or cancel your membership at any timePlease visit the “My Account” or “Frequently Asked Questions” section(s) of the Site on instructions on how to do soPlease be aware, however, that because we plan, purchase, and prepare our meals in advance, both the skipping service and cancellation request require advanced notice to Green Chef, as set forth more specifically on the SiteIf you miss these deadlines, you will be responsible for paying the applicable amount, and the cancellation will take effect the next week." You can view our full Terms of Service at https://greenchef.com/terms Regarding the two shipments associated with the charges you would like refunded, we are showing that both shipments were delivered successfully to the address on your account As these orders processed correctly per the settings on your account, you are still responsible for these charges When you contacted us for the first time regarding cancelling this account on July 12th, it was too late for us to re-route or change the address for the box that had shipped on July 10th Regarding the second box, while it was too late for us to cancel the order completely, we had offered to update the shipping address for you if needed, which you had declinedRest assured, your account associated with these charges was cancelled on July 12th, per your request, and your July 19th delivery was your last as you had cancelled after that order's cutoff time

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 Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because the business is deceptive and unethical I abided by all terms and conditions The product was also not welcomed, and sent anyway 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 Sincerely, [redacted] ***

Hello ***, We apologize that you are not happy with our cutoff time and policy However, we do make it clear upon signing up for our service - both before and after you complete signing up for your account - that this policy is in place We make this clear prior to completing the account, so that customers are aware that the policy is in place prior to any delivery or payment is processed.While we have shared your feedback regarding our cutoff time and policy, you had agreed to our cutoff and cancellation policy when you agreed to our Terms of Service, which is required in order to sign up for a Green Chef accountIn our Terms, it states: "THESE TERMS OF USE (THE “TERMS” OR THE “AGREEMENT”) ARE A LEGAL CONTRACT BETWEEN YOU AND GREEN CHEF CORPORATION (“GREEN CHEF,” “WE,” “US,” OR “OUR”)THE TERMS EXPLAIN HOW YOU ARE PERMITTED TO USE THE SITE LOCATED AT THE URL: [redacted] AS WELL AS ALL ASSOCIATED SITES LINKED TO [redacted] BY THE COMPANY, ITS SUBSIDIARIES AND AFFILIATED COMPANIES (COLLECTIVELY, THE “SITE”)UNLESS OTHERWISE SPECIFICED, ALL REFERENCES TO “SITE” INCLUDE ANY SOFTWARE THAT GREEN CHEF PROVIDES TO YOU THAT ALLOWS YOU TO ACCESS THE SITE FROM A MOBILE DEVICE (A “MOBILE APPLICATION”)BY USING THIS SITE, YOU ARE AGREEING TO ALL THE TERMS; IF YOU DO NOT AGREE WITH ANY OF THESE TERMS, DO NOT ACCESS OR OTHERWISE USE THIS SITE OR ANY INFORMATION CONTAINED ON THIS SITE...""You agree that Green Chef may immediately authorize your credit card (or other approved payment method) for payment for any charges incurred under your account.You are fully responsible for all activities that occur under your account, and you agree to be personally liable for all charges incurred under your accountYour liability for such charges shall continue after termination of this Agreement...""When you sign up to become a Subscriber, your subscription will automatically renew until you cancel itYou can skip a delivery or cancel your membership at any timePlease visit the “My Account” or “Frequently Asked Questions” section(s) of the Site on instructions on how to do soPlease be aware, however, that because we plan, purchase, and prepare our meals in advance, both the skipping service and cancellation request require advanced notice to Green Chef, as set forth more specifically on the SiteIf you miss these deadlines, you will be responsible for paying the applicable amount, and the cancellation will take effect the next week."Our full Terms of Service can be found here: [redacted] Regarding any quality issues you had with your first delivery, as we explained in our response to you on January 19th, we take any quality issues very seriously, and ask that you please reach out to [redacted] so that we can fully address any quality issue you had with your first order and make things rightWe have not yet received any communication from you regarding the quality issues you experienced, and ask again that you reach out to our customer care team so that we can report those issues and reimburse you for the items you were unable to enjoy

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 would continue to encourage you to consider making it easier to cancelEven adding a line that the response is automated and to check junk mail folders would be nice to doI receive all of the other Green Chef emails in my inboxThe fact that the only email from you that went to my junk mail is the cancellation email, is problematicWhy not make it more clear? Do you really want me to receive a box I don't want? I can't think of any reason for that--except that it helps your bottom lineThat's unethical, in my opinion Sincerely, [redacted]

Hello [redacted] , We realize you had originally contacted us outside of our hours of operation, and we got back to you as soon as we opened and refunded you in full for your second order and had cancelled your account as per your request, understanding you had marked a different cutoff date on... your calendar. While we did provide the correct cutoff time in your order confirmation email, we appreciate that you reached out to us so quickly, so that we could refund you and cancel your second order before it shipped, which gave you time to try your first box. We provide customers with their cutoff time, as well as the ability to skip any unwanted deliveries up to 5 weeks in advance to ensure that customers have a chance to try the service before committing to a second delivery. Thank you, Our Green Chef Customer Service Team

We worked directly with the customer to make this right

Complaint: ***
I am rejecting this response because: I moved in the beginning of July, and never recieved either box that I was charged for I looked online and there are hundreds of people who have said you did this to them as well I called in after the first box hadnt even been sent yet and said I didnt want to be apart of the program and they still charged me for that box and the following week as well Again, since I never recieved either box, since I didnt even live at the address they were sent to, I had called in left a message and spoken to a representative a day or two later and indicated I didnt want any more boxes, I should have never been charged $is a ridiculous amount to be charged for meals in the first place, I would never have authorized that as I am fully capable of shopping for myself and if I was going to spend that kind of money it would fill two shopping carts worth of food I just cant believe that so many people have had this issue and you still continue to carry on with these types of malicous business practices
Sincerely,
*** ***

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
Sincerely,
*** ***

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
Sincerely,
*** ***

Hi ***, We apologize about any miscommunication regarding your subscription with Green Chef and in regards to our cancellation process Rest assured, we have passed along your feedback regarding our cancellation process to the appropriate team to see how we can make our
cancellation process as consumer friendly as possible.While we cannot be sure if or when changes will be made to our cancellation process, we do want to address your concerns regarding the cancellation options we currently offer customers to cancel. Email:Customers can email *** to receive cancellation instructions which they receive via email automatically once they submit their request The vast majority of our customers do receive this email to their inbox, however, depending on how customers have filtered emails from Green Chef in the past or due to personal inbox settings, this automatic email may go to a promotions or junk folder. We do try to be as upfront as possible, letting customers know to"Please email *** before your weekly cutoff time to begin the subscription cancellation processA follemail will be sent shortly with detailed instructions on how to cancel.The weekly cutoff time is 12pm ET, days before the scheduled delivery dateIf you do not complete cancellation of your subscription before the cutoff time, you may get another delivery." While I understand that we do not list an exact time frame in which you will receive the email, we do try to be proactive in letting customers know that they will need to follow the instructions in the email they receive in order to cancel.Customers can always reach us at [email protected] or use our "Contact Us" page on the website if they do not see the automatic email with instructions or need assistance in cancelling.Phone: Customers can also contact us directly by calling *** to cancel their account or to receive immediate assistance with additional concerns. Again, we apologize about any miscommunication in regards to our cancellation process and that you feel misled in any way, as that is certainly not our intention

We reached out directly to the customer to resolve this issue

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
Sincerely,
*** ***

We were able to reach out to the customer directly to resolve this miscommunication Best, Green Chef Customer Service