Plated

Top notch business focused on quality and customer service.

Review: I placed order number [redacted], there was only 3 choices for the 6 plates I had a promotional code for, and none of these were anything my family would need. So I canceled this order, and the $24.00 charges. I then got back on the website and seen that everything I had actually wanted, I had excluded. I had assumed I would choose the food I would like to eat, not the food that I didn't want. I then placed a new order [redacted] , which totaled $36.00. I watched my bank account and waited for the the $24 to drop off, it never did. I contacted the company and they told me that I had selected more expensive plates on my second order, so both the $36.00 and the $24.00 were correct. WHY if my second order was actually $60, would it be in two separate transactions on my bank account, and WHY when completing my order would it show it was only $36?? They claim this $24 was already charged to my account so that is why it was only $36.00. But that order was canceled and makes NO sense. I have emailed the company, with no response, and also sat on hold for 25 minutes to even get to talk to anyone. I have canceled the service, but want the $24 back from the original canceled orderDesired Settlement: I want the $24 from the original order credited back. When I completed the order it showed the total was $36, NOT $60! I canceled the first order and want the money back.

Consumer

Response:

At this time, I have not been contacted by Plated.com regarding complaint ID [redacted].Sincerely,[redacted]

Review: UNAUTHORIZED $72 CHARGES HAVE BEEN APPEARING ON MY CARD WEEKLY. THE COMPANY HAS NOT RESPONDED TO MY EMAILS.Desired Settlement: STOP BILLING UNAUTHORIZED CHARGES.

Review: This company uses deceptive sale practices! I received a $120 gift certificate this past Christmas. When I went to their web site to use the certificate , the site took my gift certificate # [redacted], but continued to ask for a credit card #. When I called the company (###-###-####) I was informed that they needed to have a Credit card on file because they were a subscription company. I explained that all I wanted to do was redeem my gift certificate they still demanded a credit card #. I then suggested a refund to the buyer and was told they do not do refunds! I refuse to give my credit card to someone I have no intention of buying from.Desired Settlement: Refund the cost to the original purchaser!

Business

Response:

Please allow me to introduce myself. My name is Daryl U[redacted] and I am the Director of Customer Experience at Plated. We are in receipt of Revdex.com Complaint [redacted]. Plated places the highest priority on user experience and our dedicated customer service team works hard to make sure any concerns are addressed to the best of our ability. Unfortunately, we do not have a record of the call [redacted] references in his letter. Our gift cards are subject to terms of purchase outlined in our Terms and Conditions: [redacted]. For the convenience of our customers, these same terms of purchase are available directly from our gift card page: [redacted]. Per Plated’s gift card terms of purchase, you must have a valid account with Plated in order to redeem a Gift Card and that includes submission of a credit card number. Customers that redeem gift cards are under no obligation to continue their Plated subscription and may cancel according to our Terms and Conditions at least six days before their next scheduled delivery date. We are more than happy to work with [redacted] directly to address any additional questions or concerns he may have about taking advantage of his Plated gift card. Sincerely, [redacted] Director of CX Cheers! huston customer experience lead [redacted] | [redacted] | [redacted] | [redacted] | [redacted] Now there's an even easier way to plan your dinner. Get the Plated App for [redacted].

Review: On Tuesday, January [redacted] I received a notice that the next box in my subscription order would ship and that I had until the following Sunday to cancel. On the same day at 10:20am, I went on the Plated website and cancelled my subscription, for which I received a confirmation email.

On January [redacted], I received a notice that my "order had shipped", and immediately contacted customer service regarding the fact that I had cancelled services. Customer service told me that although I had cancelled the subscription, I had failed to cancel the order itself, which had charged prior to January [redacted].

My complaint is that this is a deceptive cancellation practice. I was told I could cancel before Sunday, and I did. Nowhere in the email confirmation received that confirmed my cancellation or elsewhere was I notified that the cancellation process for the subscription was separate than the cancellation process for the food being delivered (from my perspective, the distinction is meaningless - the food deliveries are the subscription, not something separate).Desired Settlement: I had cancelled the subscription in accordance with all stated policies on the Plated website. I would like not to be charged for the shipment that I had cancelled.

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. The business has explained the policy more clearly and issued a refund.

Sincerely,

Review: I made one order with Plated.com on 4/*/2015. Received product without complaint, charged accordingly. They are a weekly subscription service but I made sure to cancel any future subscriptions as I only wanted to "try" them for a one week trial period.

On 4/** (Saturday) I was charged $72.00 for another subscription box. I immediately went on the website and cancelled it. I was told the money was credited to my account. I contacted Plated that following Monday, 4/**, to have the money refunded as I had no interest in continuing their service. I spoke with a lady, [redacted], in customer service who told me my money would be refunded within 3-5 business days (It has been) and that she would cancel any future subscription boxes from being sent. She also took a step further to remove me from their mailing list.

On 4/** I received an email stating another subscription box was being mailed and I had been charged another $72.00. I immediately went back to the Plated.com website to cancel but again, the money has been credited. I plan on contacting their business on Monday to have the money refunded (again).

I am filing a complaint for illegal removal of monetary funds from my banking account. I gave the business the opportunity to correct their illegal removal of money from my bank but they seem to continue to do so.Desired Settlement: I want a refund of the $72.00 taken from my account on 4/**. I would like to have my credit card information removed from their website to stop any future money being stolen from me. Also, completely removing my account to stop the "mistake" of having subscription boxes sent to me. I would like a representative of the company to contact me, assuring me this has been done.

Business

Response:

We have verified that the customers account has been canceled and they have been updated. [redacted]###-###-####

Review: I have been a customer with Plated for over a year.

Since, I have placed numerous orders with the service.

However, they have failed to make good on delivering the product they are selling.

I have reached out to customer service and they refuse to refund my money for product not received.

As as 8/*/15 I was supposed to receive an order with (6) plates in it.

Again, they failed to deliver the product they are selling.

8/*/15 - I called customer service and was only offered a credit to Plated.com. I want a full refund for what I've spent.

They offered a $8.21 credit, way less that the ADDITIONAL $40 I've spent out of pocket and not received anything for.

Now, they say they won't refund the $40 that I spent out of pocket. Regardless of the fact that they failed to deliver anything for that $40. I have no desire to do any further business with them.

Below is a list of the affected orders and an explanation of what happened.

1. 3/**/15 - [redacted] - Baked Gnocchi, Lemongrass Pork in Broth, Peruvian Steak Stir Fry - NOT RECEIVED, ORDER CANCELLED, CREDIT BALANCE TO PLATED.COM ISSUED

(Purchased under [redacted])

2. 4/7/15 - [redacted] - Fish and Chips, Cheesy Beef Enchiladas, Pink Peppercorn Pork - NOT RECEIVED, ORDER CANCELLED, CREIDT BALANCE TO PLATED.COM ISSUED

(Purchased under [redacted])

3. 4/**/15 - [redacted] - Trout Teriyaki, Chicken Paillard w/Asparagus - RECEIVED, NO ISSUE

(Purchased Under [redacted])

4. 5/*/15 - [redacted] - Fennel Pork w/Apricots, Soy Beef Bowls - NOT RECEIVED, ORDER CANCELLED, CREDIT BALANCE TO PLATED.COM ISSUED (Purchased under [redacted])

5. 5/*/15 - [redacted] - Tarragon Chicken w/Gratin, Steak Fajitas, Chicken Tostada - NOT RECEIVED, ORDER CANCELLED, CREDIT BALANCE TO PLATED.COM ISSUED (Purchased under [redacted])

6. 5/*/15 - [redacted] - Cod en Papillote, Steak Fajitas, Chicken Tostadas (RECIEVED, NO ISSUE)

(Purchased under [redacted])

7. 5/**/15 - [redacted] - Sausages w/ Relish, Braised Chicken w/Rice, Korean Beef Tacos - NOT RECEIVED, ORDER CANCELLED, CREDIT BALANCE TO PLATED.COM (Purchased under [redacted])

8. 8/*/15 - [redacted]- Oregano Chicken Kebabs, Creamy Smoked Salmon Pasta, Steak and Horseradish Sandwiches (NOT RECEIVED, ORDER CANCELLED, NO CREDIT ISSUED, REFUND ON $40 OUT OF POCKET REFUSED)

I simply want my $40 I spent out of pocket refunded to me for services not rendered/delivered.Desired Settlement: I request my $40 to be refunded to the credit card on my account ASAP for products not delivered and/or received.

Plated has shown a continual pattern of not delivering their product and refusing refunds to customers.

Furthermore, they refuse to allow you to speak to a manager or the Senior Director of Customer Experience Todd M[redacted].

Consumer

Response:

At this time, I have not been contacted by Plated.com regarding complaint ID [redacted].I spoke with one of their managers about two-three weeks ago. I was promised a refund check for the disputed amount. However, she has not contacted me, nor has a check arrived. I have attempted to contact said manager and have been constantly told I'd receive a call back. Three weeks later, no callback has been made. I've attempted to gain contact numerous times with no luck. Clearly, the company is attempting to blow me off and/or hope I will give up and take the loss. As we all know, I refuse to take a loss on my money that I spent with them in good faith. Sincerely,[redacted]

Review: I am a long time current customer of [redacted] (since 2013). I saw an advertisement from Plated.com on television and thought that I would mix things up a bit, and give the company a try. On January [redacted], I logged on to www.plated.com and registered using the current television promotion of 4 free plates with the purchase of two.

I set my first delivery for January [redacted] and made my meal selections. The promotion had me purchase two plates for a total of $24. I selected two additional plates that were listed at a higher than the average price, fully prepared to cover the difference. This lead to an additional balance of $16.

I completed my order.

Upon completion of my order, I noticed that my bank account incurred a total of three charges as opposed to the expected two. I logged in to check the activity. I did indeed receive three separate charges from Plated.com: one for $24, and additional $24, and the charge of $16. It appeared I received a double charged for the initial $24 fee required per the television promotion. At the time, I was not worried being that the charges were still in a pending status. I assumed that one of the two charges for $24 would either drop off when posted, or I could email the customer service team and it would be something easily rectified.

I was wrong.

On January [redacted], I logged into my bank account to check the progress of the charges and noticed that all three charges did indeed fully post to my account. I promptly emailed the Customer Service team letting them know of the double charge for $24. This can be reviewed in ticket #[redacted] with [redacted].

[redacted] responded to me on January [redacted]. He stated that after reviewing my account, he only saw one charge for $24. I was then asked to send him a screenshot of my bank statement showing the double charge. Which I did. He responded the same day saying that he would dig into the situation further.

On January [redacted], being that I had yet to receive a follow up from [redacted] or a credit back to my bank account, I sent ANOTHER email to [redacted]. In this email I stated that I did not want to continue my subscription with Plated.com due to the lack of a resolution and the lack of assistance. He responded saying that they were still unable to find any evidence of a double charge on my account and would look into it further, yet again.

Later that day, [redacted] responded to me again stating that in the end, they were able to find the double charge and that it has since been refunded, and that because of the inconvenience, he put a $54 credit on my account in addition to come back and try again.

I appreciated [redacted] offering the credit and had considered coming back and giving Plated.com another try. I also know that a refund to a bank account doesn't happen over night, and was prepared to allow a few days to see it appear on my statement.

On February [redacted], that promised refund of $24 per [redacted] had still not appeared against my bank account. So I decided to call in rather than dealing with email. After waiting 12 minutes on hold, I was finally connected to a representative. I immediately asked to speak to a manager being that the last customer service rep failed to handle the situation. I was then connected with [redacted]. I explained the situation to her regarding the double charge and I demanded to have ALL of the money that I had spent with Plated.com to be refunded immediately. She stated that she understood my frustration and would check into the double charge and find out why it had yet to be refunded, and also she would issue refunds for the money I had spent with Plated.com. She stated I would see emails regarding those charges being refunded.

I received two emails later that day. One email stated I would receive a refund for $24, and the other email stated I would receive a refund for $16. To note, both of those refunds did hit my bank account within 3 business days.

Yet, I still did not receive a refund for the original double charge of $24. I'm still out $24.

So on February [redacted], I decided to call in yet again and find out why I had not received a refund for the original double charge. I called in at [redacted] and waited on hold for 15 minutes before being sent to an answering machine. I hung up without leaving a message and called in again at [redacted]. Yet again I was on hold for 15 minutes before being sent to an answering machine. This time I left a message demanding for someone to call me back. At this time I was extremely upset being that I have spent this much time trying to get a silly double charge rightfully refunded to me.

Being that no one was answering the phones, I got on my computer and pulled up a chat conversation. This lead me to [redacted]. I demanded to have [redacted] call me immediately regarding my situation. She stated that [redacted] was her manager and would be giving me a call shortly. [redacted] contacted me promptly. During our phone conversation I informed her that I received a refund for $16 and for $24, but she had yet to ensure the refund for my double charge or even contact me, for that matter, regarding an update as to why the double charge had yet to be refunded.

She stated that she didn't realize I had asked for all of my money back. I told her that she was wrong and she could pull our phone conversation that we had on February [redacted] to listen to it over if she needed clarification. She stated that she apologized for the misunderstanding and would have the double charge of $24 refunded to me as quickly as possible. She stated that if I didn't see the refund by "mid next week", then I should call in to speak with her again.

As of February [redacted], I still had yet to receive the refund of $24. I sent an email on [redacted] February [redacted] to the [redacted] of the Southeast, [redacted]. He has yet to respond.

Well it's now February [redacted]. I still have not received a refund for the double charge of $24. Nor a phone call from either [redacted] or [redacted] regarding a resolution. I'm done being given the run around with no refund. No company or bank takes over one month to reverse a double charge that was probably the result of a simple computer error. This is unacceptable.Desired Settlement: Refund

Business

Response:

We have contacted the customer and refunded her in full and also issued business credits in her account for her next purchase.

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.Please note, the business NEVER contacted me. They did issue a refund which is all I was after. Despite them giving me credit, I will never use or recommend this business to anyone.

Sincerely,

Review: I have been a very happy customer with plated for a few months now, until recently, I saw an automatic deduction in my bank account for plated.

I went and checked my plated account, and it has stated that an automatic order have been placed due to my subscription service. They have send out an email A DAY ago regarding this order that I DID NOT know about.

First of all, with out ANY notification, they place an order for me. Then, they give me less than a day to cancel it before it is "final".

I contacted the customer service two hours after the "deadline" and was informed that nothing could be done because I was two hours late and the order can no longer be canceled.

It is ridiculous that they do not give me any information before taking my money, gives such a short amount of time for cancellation in hopes that people would miss it, and refuse to work out anything when contacted.

I am very disappointed with the experience and have already discontinued my service with them.Desired Settlement: I hope that they will refund my money back on a transaction that I have no information about and did not authorize.