National Home Grocer

This is [redacted] from National Home Grocer. I am aware of [redacted]'s complaint. We spoke to [redacted] today her order was placed and she is being delivered next week, this issue has been resolved.

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 freezer. In at least 1 of those conversations, her daughter, who is a satisfied customer of National Home Grocer, participated in the call via a conference line. The amount of her payments were exactly what our representative had presented to her when she signed on for the program. In 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 Co-op Board if she was in fact allowed to bring a separate freezer into her unit. As it turned out, she can be fined by the Board for violating their policies. Because National Home Grocer, as a company is very customer service oriented, we do not want [redacted] to face any hardship. We offered her an exchange for other products. She 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:

[Your Answer Here]
 The company has not resolved my issue because; 1) their cancellation policy is 3 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 week. It 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 exchanges. It 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 one. They are hawking freezers. Nothing more. We 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# [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 Friday. Besides that they would pay one month of my service because I was unhappy and because they REFUSE to cancel my contract. I received my exchange today and once again it is not what I ordered or wanted. They also have not paid the month that they promised yet. I really am unhappy and have had enough of empty promises from this company. I really would like my contract canceled. They have not kept their portion of the contract. I have continued to pay my monthly payment even though they continue to not fully help me out. Please 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:At this time, my complaint, ID [redacted] regarding National Home Grocer has been resolved.
(By clicking "OK", your complaint will be closed as...

Resolved.)
Sincerely,
[redacted]

National Home Grocer delivered to [redacted] products on Friday 2/**/16 as promised. We agree that there were several items delivered in error. We spoke to [redacted] and reviewed exactly what items she expected, and those items were delivered to her on Thursday, 3/*/16.
Additionally, Christy, the National Home Grocer Finance Manager spoke with [redacted] and assured her that her next payment, which is due on March ** will be paid by National Home Grocer to the finance company. This 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 customers.
While [redacted] is asking to cancel her contract, it is not our policy to do so. Our 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 signed. To this point in time, we believe we have done everything possible to ensure that satisfaction.

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:
 
THIS IS NOT WHAT I WANT ...I WANT TO SEE IT IN WRITING WHY I AM CHARGED $1700 FOR A CUTLERY SET. HE REFUSES TO DO THIS! I DONT WANT A MEETING TO DISCUSS THIS ..I WANT AN EXPLANATION IN WRITING.
Sincerely,
[redacted]

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.

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 $1110 and only charged me $912.50 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 $1825 TOTAL. in other words if we don't take appliances it would cost us $1825, if I do take them it would still cost me $1825. Peter said it up to 3-5 times that this is the deal. My wife and I would ask him over and over, and he stated that this is the deal. At no time did he say we will discount your food order by 50% and charge you approximately $4200 for pots and pans. If 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 4/**/2016 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 spoke with [redacted] on 2/**/16 and resolved her complaint by assuring her that we will deliver to her, by next Friday, 2/**/16, replacement items for any of the items that she is not satisfied with and wants to exchange. We agreed that it will not be necessary for her to cancel the...

service.

My husband and I had been customers of national home grocer for about a year when we decided to start looking for a house. After looking at our credit, the bank suggested we cancel our membership and return the freezer and other appliances as it would prevent us from affording a house. I called Steve explaining our predicament and our desire to cancel our membership and return all appliances, but as usual he persisted and reassured us that he knew someone from time investment that could forge a document stating that our account has been paid in full for all appliances. He said that way the appliances would come off our credit and show no debt but we would still make the monthly payments. Well, here we are 10 months into owning our new house and we are struggling to make the monthly payment for our freezer! I called national home grocer but to my surprise they are out of business! I called time investment and they said there was no way we could return the appliances to them or lower the interest rate. No help there. I called the new company that took over for national Home grocer but they wouldn't take back the appliances! I called time investment three times today to speak with the woman who forged the document and every time I was connected to her voicemail the phone call was disconnected! Something is going on. I just want to return the freezer, rice cooker, and two air purifiers that we were scammed into purchasing. The interest rate of 18% is ridiculous and the appliances are way overpriced. When we asked how much the appliances were when we Purchased them, home grocer said not to worry about it because we would get a discount on our meat delivery. Never in my life have I seen a rice cooker that cost over $1000! I feel used, cheated, and deceived. We need this situation to be resolved ASAP

Review: first met with salesmen in April of 2015. signed a contract with him and left a deposit for the food. I was told I would be getting a discount on food. to offset the price of a deep freezer. they have no set prices on the food so they have not told me what my discount towards the fridge is. sixth months later the same salesman returned and tried to resell the same contract that I already put a deposit on and tells me that im not in the system. meaning that he has never come before and never taken my deposit. I found the receipt then he tried to back track and says the first deposit was for the taxes on the refrigerator ad needs a new deposit of the same amount for the food. I told him no he said he called the office so I did not need to give the new deposit. they then proceeded to deliver the food and refrigerator next day I look in the refrigerator and I noticed the food amount does not offset the price of the refrigerator. I called a representative. to complain about the food amounts. said he would deliver more food in a week.nothing has yet to come and it is going on 3 weeks. I spoke to steve a representative he sent me a text on Monday about having more food shipped that night. I called back and he said he was in a meeting and never called me back. spoke to a Cristy another office rep. she said she would try to get the food. I said that I want to pay off the food I had in the fridge and cancel this contract cause I could not trust any one in this company so now they are saying I have to pay for food that's not delivered and the inflated price of the fridge for close to the next 3 years.Desired Settlement: I would like to just pay off the food and give back the fridge then never hear from this business again

Business

Response:

[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.

Review: My husband and I sat with a sales person from national Home Grocer on the night of November [redacted]. We sat with the representative for at least 3 hours. During this time we decided to purchase a 5 month supply of various meats, industrial freezer, other home groceries, and a professional juicer. We gave the salesman a check in the amount of $199.00 as a down payment. Our delivery occurred in the afternoon of November [redacted]. During the installation of the freezer, the delivery man hit/banged the freezer against the newly finished (approx 4 months ago) basement walls. This created not only scratches but also put a hole in the wall. My husband also requested to have the delivery men go through the order with him and they declined stating that wasn't a part of their job function. My husband inquired about the wall damage and one of the delivery men advised him to call customer service.

When I arrived home I began to unpack boxes (name/addresses on boxes weren't mine), but the items where a part of my order. As we took inventory we noticed several items to be missing/ damaged. I called customer service that evening to speak to a representative from a messaging service. I provided details on the damage and missing items. I was told I'd get a call from a customer service representative. We received a call from [redacted] that Saturday afternoon. She requested that we text message her the pictures of the damage and I also reviewed the list of missing items. That Monday afternoon, I sent [redacted] the pictures of the damage done to my basement walls and again reviewed the list of items that were damaged or missing. [redacted] advised that she would get back to me. After not hearing from her, I called customer care on the week of Thanksgiving, left a message for [redacted]; again. [redacted] returned my call that afternoon stating she had left a message on my home phone (even though I asked her to call my cell phone because I work all week) stating that after the Thanksgiving holiday she would reach out to schedule for repair to my walls and delivery of my missing items. I also brought to [redacted]'s attention that the juicer that we received was not as the sales representative had told us. I was told the juicer was a professional grade juicer that would leave no waste, but the juicer I received discards into a receptacle the pulp of fruits and vegetables This was not acceptable. [redacted] advised she would get back to me with a delivery date after she spoke with the sales representative. I accepted this. On December [redacted] I reached out to [redacted] again, as we hadn't been contacted regarding the repair and delivery. [redacted] again returned my call and we began to discuss the delivery times that would be best. After a few moments (I'm assuming reading through her notes) she then began to state that the delivery men stated they delivered some of the items that I've advised are missing and that she would need to contact her [redacted] regarding this situation. On December [redacted], I went to the freezer and removed 2 food items to cook for dinner for my family. I turned the items upside down to read the preparation directions and come to see that the two items expired (one on Nov [redacted] and the other Nov [redacted]). Mind you delivery occurred Nov [redacted], and how is it that an item that was intended to be eaten over the course of 5 months expired 17 days after delivery? I went back to the basement to check the other pre-packed items and found one more item that expired the day of delivery. Furious, I called customer service and left another message for [redacted] to call me back. Now, [redacted] called back within an half hour but at this point I am furious. I've gotten no resolution to my damage claim, am still missing items, have a damaged item sitting in my kitchen, now have expired items in the freezer, and a juicer that doesn't function as described during the sales call. To top it off I received our first bill, yet have no resolution to my concerns. I reviewed our sales order and also noticed that we were charged a $599 protection plan that neither my husband nor I requested. [redacted] was at a lost for words and I requested that her [redacted] return my call. It has been over a month since I first reported my concerns and I have yet to have a resolution, yet I received a bill requesting payment. I believe I have given the National Home Grocer ample time to resolve all the issues/discrepancies with our order and delivery. To make matters worse, I had to go back out in the below freezing temperature to buy dinner for my family. I have small children, and will not feed my family expired foods (even if they are frozen). I refuse to pay for an item that was sold to me but doesn't function as described, pay for items that I still do not have in my possession, and I surely will not accept damage to my home with no regard from the company. I am so truly disgusted with the level and quality of service and items received that I no longer wish to be a customer of National Home Grocer. I have photos of the damage, a list of all missing and damaged items, and photos of the expired food items.Desired Settlement: I am requesting that National Home Grocer come fix my walls, pick up their freezer, food, and grocery items and credit the credit account that has been created (both with Time Investment Co., Inc. $1,516.90 regular plan and $3,273.74 for the extended plan) totaling $4,790.64. I am also requesting to have my down payment of $199 credited back to me.

Business

Response:

We have spoken to this customer, I have also gone to their house and we have rectified all outstanding issues. We are in good standing at this point.

Review: Company did not deliver numerous items that were paid for. I have been going back and forth with representatives since January to get my items. Instill have not received my items and the company is attempting to hold the items until I place another order with them, which I told them many times I refuse to do.Desired Settlement: I want the items I paid for and want out of my contract since this company represents themselves fraudulently.

Business

Response:

This is [redacted] from National Home Grocer. I am aware of [redacted]'s complaint. We spoke to [redacted] today her order was placed and she is being delivered next week, this issue has been resolved.

Consumer

Response:

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,

Review: We were quoted one price and the sales person explained the agreement and contract one way and then the contract said something else. We felt we were lied to and that the company is sending out salespeople that lie and manipulate struggling families.Desired Settlement: I do not want this salesperson near my home. He is a liar. I want an honest salesperson who will tell the truth if I am to continue with this business. And a credit to my account is desired.

Review: I was over charged (literally for a freezer) my paper work says 2,500. I got charged 2820 from the company and I have been calling since July to have this problem fixed and told it would be before that next bill was do......guess what they are now charging me interest. Plus the freezer was so small. I have called for the passed 5 days and not a return call yet.Desired Settlement: I would like the bill to be right and interest deleted plus a bigger freezer........a call back would really be nice

Consumer

Response:

At this time, my complaint, ID [redacted] regarding National Home Grocer has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

Review: This company was supposed to provide 5 deliveries of organic meats for a specified amount. On receipt of bill there was a discrepancy in the amount billed,forgery of my signature on a finance document,and only received 1 delivery.Desired Settlement: Would like $1014.82 refunded and freezer removed with removal of financing/credit repaired

Consumer

Response:

At this time, I have not been contacted by National Home Grocer regarding complaint ID [redacted]

Sincerely,

Business

Response:

There was confusion by the customer on the amount of food they purchased. That said, we do not want unhappy customers and have settled with this customer and are issuing a full refund. We are presently waiting for her attorney to send us an agreement to sign.

Review: When I signed up with this company they guaranteed that if we were unhappy with anything they would switch it out. They guaranteed that everything was organic and that there were no bones on the fish (big concern of mine since I have small kids) the majority of fish has bones, the natural chicken nuggets that they promised were Tyson nuggets and try gave me a ton of pork chops and chicken breast that I wanted switched out. I have been calling them since November and they have done nothing to fix the situation. I am so fed up with their empty promises that I just want them to come and pick up their stuff from my house and cancel the rest of my 5 month contract. They haven't up held their end of the contract up until now, I don't feel they should make me up hold mine.Desired Settlement: I want them to come and pick up their stuff and cancel out my contract. I would also like a refund for the time that they have not changed out the food tht they promised and guaranteed they would. I am not happy with their service or the quality of the food.

Business

Response:

We spoke with [redacted] on 2/**/16 and resolved her complaint by assuring her that we will deliver to her, by next Friday, 2/**/16, replacement items for any of the items that she is not satisfied with and wants to exchange. We agreed that it will not be necessary for her to cancel the service.

Consumer

Response:

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 Friday. Besides that they would pay one month of my service because I was unhappy and because they REFUSE to cancel my contract. I received my exchange today and once again it is not what I ordered or wanted. They also have not paid the month that they promised yet. I really am unhappy and have had enough of empty promises from this company. I really would like my contract canceled. They have not kept their portion of the contract. I have continued to pay my monthly payment even though they continue to not fully help me out. Please 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,

Business

Response:

National Home Grocer delivered to [redacted] products on Friday 2/**/16 as promised. We agree that there were several items delivered in error. We spoke to [redacted] and reviewed exactly what items she expected, and those items were delivered to her on Thursday, 3/*/16.

Review: I have been billed @ $1700 for a cutlery set ! I have asked [redacted] at ###-###-#### for a written explanation and he has not done so.Desired Settlement: I would like a refund for the Cutlery Set, that I was told was a gift for my food order!

Business

Response:

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.

Consumer

Response:

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:

I have requested a written explanation of the $1700 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,

Business

Response:

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

Consumer

Response:

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:

THIS IS NOT WHAT I WANT ...I WANT TO SEE IT IN WRITING WHY I AM CHARGED $1700 FOR A CUTLERY SET. HE REFUSES TO DO THIS! I DONT WANT A MEETING TO DISCUSS THIS ..I WANT AN EXPLANATION IN WRITING.

Sincerely,

Review: Saturday, October 2014 [redacted]???? (last name unkn) a sales men with National Home Grocer sat at my kitchen table and tried to explain the program of purchasing Agostino Gourment (best prime meats) and the purchase of a freezer as well as additional electric items. As [redacted] was comparing their freezers to freezers sold at [redacted] and other stores he was so convincing. Their freezer was guaranteed to be replaced for any broken parts, or any food spoilage. [redacted] trying his best to talk me into a higher monthly food contract, did not succeed I know my pocketbook. Food totaled $321. 01 per month for 5 months and the cost of the freezer came to a total of $2,951.00, I distinctly asked will there be an interest rate, [redacted] looked me in the face and said NO INTEREST is involved. (It's sad when people have to lie to get a sale) I asked how will I be billed, the remark was "Oh, we will contact you". Thursday, 10/**/14 I received a call from [redacted] asking did I want the food bill and the freezer bill on the same account or would I prefer 2 different accounts, only to find out from [redacted] that the interest rate on the freezer is 17.99%, I panicked and called [redacted] (last name unkn) from National Home Grocer whom I have previously spoken to from time to time. I called [redacted] immediately after receiving the call from [redacted], I left a voice message that I need to cancel this order ASAP {because I am over 65 years old and trying to retire and cannot afford this interest rate. of course he never returned my call, he texted I am in a meeting, he had a customer service rep. ([redacted], I believe the name was) to call me, I missed her call. I attempted to call her several times unsuccessfully, Friday, 10/**/14 when I called I was told she will be in after dropping her children off at school, I called again in the afternoon I was told she took her children Trick a Treating. Monday, 11/**/14 we played cat and mouse missing each other's call, finally speaking with her I told her I need to cancel this order ASAP, I can't afford this, She ([redacted]) said she will get back to me after speaking to someone. When we finally spoke again it was a conference call with another customer rep from National Home Grocer, he explained yes you are paying interest however, after purchasing our foods over a number of years the freezer pays off itself because the price of their food does not increase as other grocery stores, therefore you are not paying interest for the freezer in the long run. I mailed a certified letter to National Home Grocer asking to cancel this order immediately because it has not been 30days since the order, only to find out you must cancel within 3 days, something [redacted] failed to mention. The letter was received, I have confirmation, of course I never heard from anyone. People be careful ask questons don;t be so quick to sign a contract. I certainly learned my lesson. [redacted] also asked for a check $199.00 which I requested to be cashed ASAP so I could balance my check book, I failed to asked what is the $199. for is it a processing fee, Never got an answer it just so happen today, I see the $199. was under LESS DOWN PAYMENT. They never cashed the check instead they processed a DEBIT CARD TRANSACTION FOR $199.00 which was debited from my account on 10/**/14. I live in a Co-Op complex only to find out later I am not suppose to have freezers only refrigertors, I am trying my best to sell it, thank God I was able to pay off the freezer in full prior to the due date, which prevented a late fee and any accumlated interest. PEOPLE BE CAREFUL AND ALERT.Desired Settlement: This is a brand new freezer, the company can have it back for $2,951.00

Business

Response:

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 freezer. In at least 1 of those conversations, her daughter, who is a satisfied customer of National Home Grocer, participated in the call via a conference line. The amount of her payments were exactly what our representative had presented to her when she signed on for the program. In 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 Co-op Board if she was in fact allowed to bring a separate freezer into her unit. As it turned out, she can be fined by the Board for violating their policies. Because National Home Grocer, as a company is very customer service oriented, we do not want [redacted] to face any hardship. We offered her an exchange for other products. She expressed pleasure that we reached out to her and stated that our solutions were fair to all.