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National Home Grocer

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National Home Grocer Reviews (40)

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] We have calledNO ONE returns our calls and why can't we return the $freezer just like any other dissatisfied customer???? If I had purchased a regular freezer from a store I could return itWhat exactly is the discount? I pay for the food and I pay for the freezer and apparently I am paying for a freezer that is not returnable even though the agreement signed is contingent upon using THEIR freezerFunny how they now accept no responsibility for the freezerAnd noWe did not call about replacing foodWhy would we? In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Upon receipt of complaint, we immediately contacted [redacted] to discuss her concern and to work out a solution.Prior to receiving the complaint, several of our staff (as she acknowledged in the complaint) had been in contact with her about her concerns regarding the cost of the freezerIn at least of those conversations, her daughter, who is a satisfied customer of National Home Grocer, participated in the call via a conference lineThe amount of her payments were exactly what our representative had presented to her when she signed on for the programIn fact, it was explained that while there is interest on the freezer, the interest was calculated into her monthly payments and was part of the total monthly payment she agreed to whenshe signed our contract.In our telephone conversation after receiving the complaint from the Revdex.com, [redacted] acknowledged that she made a mistake purchasing the freezer without checking with her Board if she was in fact allowed to bring a separate freezer into her unitAs it turned out, she can be fined by the Board for violating their policiesBecause National Home Grocer, as a company is very customer service oriented, we do not want [redacted] to face any hardshipWe offered her an exchange for other productsShe expressed pleasure that we reached out to her and stated that our solutions were fair to all

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: Yes they refunded me $and only charged me $but the salesman ,Peter, over and over said that he would cut the food bill by 50%, and by taking the appliances it would cost me the original amount of $TOTALin other words if we don't take appliances it would cost us $1825, if I do take them it would still cost me $Peter said it up to 3-times that this is the dealMy wife and I would ask him over and over, and he stated that this is the dealAt no time did he say we will discount your food order by 50% and charge you approximately $for pots and pansIf he would have said it this way we would not be in this situation I spoke to Christy from there company a few days ago but we got no where so we have an appointment on Wednesday to try to rectify this situation In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

We are scheduled to have an appointment with this customer at 7:pm on February ***, at her homeWe have been playing phone tag, but if there is any misunderstanding regarding her purchase, we will make sure to rectify it when we meetThank you

National Home Grocer delivered to [redacted] products on Friday as promisedWe agree that there were several items delivered in errorWe spoke to [redacted] and reviewed exactly what items she expected, and those items were delivered to her on Thursday, 3/*/Additionally, Christy, the National Home Grocer Finance Manager spoke with [redacted] and assured her that her next payment, which is due on March [redacted] will be paid by National Home Grocer to the finance companyThis is being done as a courtesy to [redacted] and her family as it is our hope to satisfy all of our customers needs to keep them happy as long term customersWhile [redacted] is asking to cancel her contract, it is not our policy to do soOur commitment is to satisfy [redacted] and ensure that her family is getting the food and service that she anticipated at the time the contract was signedTo this point in time, we believe we have done everything possible to ensure that satisfaction

We have been in contact with [redacted] several times over the past 2 weeks to discuss his purchases and payment plans. His original food purchase was for $1825 which included a deposit of $365.00. His monthly payments were to be $292.00. We have explained to him that... when purchased his appliances, the discounted rate he received of 50% was toward his original purchase of his food for $1825, making the food purchase $912.50. When we applied to purchase of the appliances, his food payment will be $182.50 (the discounted rate) and the appliance payment will be $181.09. This makes his monthly combined payment $363.59, which in fact is a few dollars less than his payments would be without the appliances.As for the on-line payment he made, NHG has issued him a complete refund of that payment. While we have not come to complete resolution with [redacted] as of this writing, we continue to be in dialogue with him and expect to come to a full understanding and resolution within days.

I've been a customer of National Home Grocer for a while now and I've always had a positive experience with the companyThe ordering process was simple and the reps know the products inside and out, always offering suggestions and answering any questions I've hadThe customer support is great - In all of the time I've been a customer, I've only had one error and it was corrected immediately, no issueI feel that they really spent time getting to know my family to make sure our orders are always customized to our needs and definitely recommend ordering from themGreat business

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: Christi from the Homegrocer called me and assured me that I would receive my exchange in FridayBesides that they would pay one month of my service because I was unhappy and because they REFUSE to cancel my contractI received my exchange today and once again it is not what I ordered or wantedThey also have not paid the month that they promised yetI really am unhappy and have had enough of empty promises from this companyI really would like my contract canceledThey have not kept their portion of the contractI have continued to pay my monthly payment even though they continue to not fully help me outPlease have this company cancel my contract and refund me for their poor service] 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] The company has not resolved my issue because; 1) their cancellation policy is days after signing the agreement which is BEFORE any delivery is made and the consumer cannot base any decision on the product within that time frame; 2) the freezer is part of that agreement and if I am canceling the food I am canceling the equipment to hold said food; and 3) we tried to cancel early on but Steve R [redacted] would not let us because we only had the food for a weekIt was after that time we had replaced the food because how can one decide if the food is spoiled???? We are trying to resolve this to both our satisfaction and the company's We could have handled this A LOT differently and chose to do this without nasty exchangesIt seems the company would prefer that a consumer get their money's worth and report spoiled food and replace the food constantly under warranty rather than admit that their service is not for every oneThey are hawking freezersNothing moreWe will seek judicial intervention in this matter from here out 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# ***, and have determined that my complaint has NOT been resolved
because:
I have requested a written explanation of the $charge for the cutlery The appointment is for something else (ordering more meat) That's fine I want the explanation emailed to me I have requested this numerous times and I don't receive it Thank you for your help. Sincerely,
*** ***

As *** *** stated, we did in fact meet with both he and his wife
Our rep, Peter met wit* *** * *** *** this morning, April **, and all questions and concerns have been resolved. He understands the cost of the appliances and the discount on the food, and understands what his future food costs will be

We are very sorry to hear that the customer is not happyThis customer placed an original order with us in July of which was delivered in early AugustThey received the correct quantity of meals for the family as was outlined in their agreementTheir payments for the freezer were
predicated on a discount they received off of their food which covered the cost of the freezerWhile they claim the freezer cost is $780, that is not trueOur program pricing allows for the lifetime discount to remain on the food after their freezer is paid offThey would pay the same amount for the food only as they do for the food and freezer
We also provide lifetime warranties on both the food and freezer to our customersIn fact, the ***'s took advantage of the warranty when there was as issue with the freezer and the food defrostedWe replaced all the food in the freezer, no questions asked. If they had bought a $freezer from a store, the food would not have been replaced and would have been a total lossWe have not received any additional calls about loss of food since the initial replacement was madeAs to not returning phone calls, we have spoken with the ***'s on several occasions (most recently on March *, 20160 and explained the policy of no return on the freezer. That their financial situation has changed, and they can no longer afford the service, is of course a concern, but not one that is National Home Grocer's faultHad the ***'s reordered, they would continue to receive all the full benefits of our service

The ***'s claim that they have left messages and no returns their calls is not trueWe have spoken to them on several occasions and explained the program and how the discount on their food covers the cost of the freezerThat they have chosen not to reorder food, does not require us to take the freezer back from themWhat company would take a used freezer (or any other product for that matter) back from a customer after or months of use? Nowhere in our agreement does it state that purchase of our food is contingent on purchase of our freezerOur program is designed that the cost of the freezer is covered by the discount we give them on their food, defraying the cost of the freezerThey also claim that we did not replace foodThat is also untrueOn or about October **, we delivered to the ***'s an extensive list of food (see attached) that was a replacement for food that was spoiled in their freezerThis was part of the 100% warranty that we offer to all of our customers, guaranteeing replacement of an food no matter what the reason

As stated in the complaint, this customer has been with National Home Grocer for over yearIn that time, they have benefitted from our discount program wherein they receive a discount on their food to cover the cost of their appliancesThis discount has been in place
since their first purchase which was for their freezer and initial food orderThe first reorder they placed was for food only, and they did receive the benefit of the discount on the food orderRecently, as stated, our rep Peter met with the family and offered them a promotion wherein they would receive additional products (professional juicer and food/salad cutter)This order kept their total monthly cost the same for these items and their new food order as they paid ONLY for the food in their last reorder.
As the customer has enjoyed our food (otherwise they would not have ordered the 2nd or 3rd time), the additional discount they will pay for their food once all the appliances are paid, will remain at $per monthThe total amount they currently pay for the food and appliances is the exact same amount they would pay for food if they never bought appliances from usAdditionally, there are lifetime warranties given to our VIP customers that would not be available had they not bought the appliances from usThe new contract was explained in writing, and the customer did sign both the contract and customer receipt which detailed the purchaseWe are always concerned about our customers and do everything in our power to keep them satisfiedIn fact, on their first order, we made an a(at no charge) to their food, as the family felt there was not enough to last them the months of the programBecause we value them as a customer, we will reach out again to find an equitable solution for both sides

its all part of the same deal, we will attempt again to schedule a meetuting once we meet with this customer we will resolve any and all open issues 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 because:

[Your Answer Here]
 We have called. NO ONE returns our calls and why can't we return the $3000.00 freezer just like any other dissatisfied customer???? If I had purchased a regular freezer from a store I could return it. What exactly is the discount? I pay for the food and I pay for the freezer and apparently I am paying for a freezer that is not returnable even though the agreement signed is contingent upon using THEIR freezer. Funny how they now accept no responsibility for the freezer. And no. We did not call about replacing food. Why would we?
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted] did in fact sign a contract with National Home Grocer in April 20**. He gave us credit card information for a deposit, which was never run and/or charged to his account, because he repeatedly put off acceptance of delivery due to his unavailability in April or May. He indicated that he...

would call us back in June  and never did, and did not return messages left for him, at which time we put his account into a closed status. We did contact [redacted] again 6 months later  through a completely different marketing effort at which time he agreed to meet with us. [redacted] did in fact present our representative with the signed contract which we rewrote. There was discussion about the deposit at that time, and we agreed with [redacted] that we would honor that original deposit (even though when our accounting department checked was never charged to his account.) This occurred on October **, 20**. Once his order was processed, we reached out to [redacted] to arrange to deliver his freezer  and food.  He stated in his complaint that his order was delivered the next day, but in fact it was not delivered until Nov. **, [redacted].  We did receive several phone calls and messages from [redacted] regarding the food quantities and did order additional food for him at NO CHARGE.  He did receive that food on Dec. **, [redacted]. We reached out to him on Dec.* to arrange delivery, but he was not available until Dec **. Finally, [redacted] and National Home Grocer came to an agreement on lowering the cost of his freezer without changing the discount we gave him for his food order (both current order and future orders). He made a direct payment (on Dec [redacted]) to National Home Grocer for the freezer and he will continue to make his monthly payments for the food.

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 are scheduled to have an appointment with this customer at 7:00 pm on February [redacted], 2014 at her home. We have been playing phone tag, but if there is any misunderstanding regarding her purchase, we will make sure to rectify it when we meet. Thank you.

I've been a customer of National Home Grocer for a while now and I've always had a positive experience with the company. The ordering process was simple and the reps know the products inside and out, always offering suggestions and answering any questions I've had. The customer support is great - In all of the time I've been a customer, I've only had one error and it was corrected immediately, no issue. I feel that they really spent time getting to know my family to make sure our orders are always customized to our needs and definitely recommend ordering from them. Great business.

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Description: FOOD - SALES & DELIVERY

Address: 3300 Veterans Highway, Bohemia, New York, United States, 11716

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