As a weekly subscription service we base our billing on our customers delivery status each [redacted] at noonWhile I do see that [redacted] had logged in on [redacted] 6th and Skipped the weeks of [redacted] 4th and 11th, there was no action taken to skip [redacted] 18th (see attachment of her user logs) As she was set to delivery for the [redacted] 18th order we processed the charge on [redacted] the 13th I attempted to call [redacted] to discuss this with her and reached her voice mail so I have left her a voice message and a follow up email to the query she sent to our customer support at the same time she contacted the Revdex.com The full message was: Hello ***,In follow up to my voicemail I apologize that you received a basket that you had not intended to order.As a weekly subscription service we base our billing on our customers delivery status each [redacted] at noon, and while I do see that you had logged in on [redacted] 6th and Skipped the weeks of [redacted] 4th and 11th, there was no action taken to skip [redacted] 18th (see attachment of your logs) As you were set to delivery for the [redacted] 18th order we processed the charge on [redacted] the 13th.I understand from your email to us and the Revdex.com that you had intended to skip the week of the 18th, based on this I have refunded the charge and canceled your account per your request.Should you have any questions please respond and I will follow up.Brett Frazer Please let me know if you have any further questions regarding our resolution for this situation
This is an update to share that we are still in discussion with [redacted] I was able to identify and explain why the card in question was charged after she had stopped her [redacted] method of payment (her old card had not been deleted and defualted to her primary payment method after she removed [redacted] ) and ensure to here that all payment methods have now been removed from her account and that her account is fully deactivated (see attachment for the full log) At this point she is waiting until the refund appears in her account before she will consider the issue closed I have sent her confirmation that it has cleared out system (on ***) and is now with her financial institutionIn general it takes 5-business days for the refunds to full process the financial system, we are now at day so I will be checking in with her again tomorrow and every other day until it fully clears Once I have verified it has fully cleared I will update this case again
We are a weekly subscription service, and indicate to customers in our terms and in the welcome email they are sent that each weekWe base our billing and sending of product based on their status as of noon PST on Thursday for the following week’s delivery.In that welcome email we provide contact details for customer service via our help center (https://sunbasket.desk.com/, which includes our phone number, our email address and a specific article on how to cancel one’s account.) or direct to emailSee attachment 1.Additionally, our website also links to our help section in two areas, a) when signed in under the account details drop down next to a customer’s name (see attachment as an example from my account page), and b) at the footer of the web page (See attachment 3) We see that [redacted] signed up with our service using a free meals coupon on [redacted] ***, was first charged on [redacted] ***, and received his first box on [redacted] ***Based on his status of “deliver” on [redacted] we charged him again and delivered his second box on [redacted] ***On [redacted] he logged into his account and skipped the next weeks indicating that he was out of town.On [redacted] his account was set to deliver so we charged his card and delivered his third box on [redacted] ***Shortly after this he apparently made a change to the card details he had on file as while he was still set to deliver on the following two Thursday’s, our attempts to cahrge his card failed and we placed his account into a suspended state called Cardholder(See attachment 4) Wednesday last week, and prior to receiving this complaint on Friday, we made our contact details even easier to find by adding our phone number and email address to the bottom of our web page footer Brett FrazerHead of Customer ServiceSun Basket
Hello I have reviewed [redacted] complain and her original email communication with us regarding the incorrect meals and the long wait time In reviewing her account activity with our development team we could not find any logs of her attempts to change the meals from the default items with the products she was allergic to, however we offer a money back gaurantee on our products within days of deliveries and out agent processed the refund for the amount of the full melas she received last week, not just the two meals featuring items they had allergies to(See attachment) I also followed up on the more detailed description in the email she sent us on [redacted] in which she indicated: I just spent mins on hold waiting for customer service, and when I selected to receive a call back it did not receive my number correctly, so I pressed one to re-enterThen it hung up on me!! Based on this I contacted our IVR vendor and had them trouble shoot the call back process they designed for us and they did discover a fault in their designBased on this we have made the required fix and are waiting for one last step from the IVR vendor to prevent this hang up from happening to other customers On [redacted] I sent the below email to [redacted] confirming the refund, apologizing for the bad expereince she recieved and explaining my next stepsI have not recived a response to that mail yet and when I have attempted to call the number we had on file for her it goes directly to a busy signal Response to issue with customized menu and bad customer service experience [redacted] ([email protected]) To [email protected] Hello [redacted] ,In follow up to my voice mail I am truly sorry for both issues you ran into last week.I want to start by confirming that the $ [redacted] charge from [redacted] has been refunded and should appear on your statement in 3-business days(See attachment) I am not sure what caused your menu modifications to fail last weekI reached out to our development team but they could not see a log for the attempt to modifyI know receiving meals that you have an allergy to is not a good experience at all.I have also engaged our IVR team to understand why when you attempted to re-enter your number for a call back that it hung up on youThis is not how we designed the process to work and if there is a design fault I want to resolve it as quickly as possible.I can definitely understand that this situation left a bad taste in regards to our serviceIf there is anything further we can do to repair that trust and retain you as a customer please let me know[redacted] Head of Customer Service Please let me know if there is any other information you need from me [redacted]
Hi, I resolved my issue with Sun Basket (complaint # [redacted] ) and would like to cancel my complaint, but I don’t know how to do thisCan you help? Thanks,
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 meSincerely, [redacted] ***
I have ordered a delivery from Sun Basket and won't receive it until June 29th, so I can't do a review on the food itselfHowever, I did have a question and sent them an emailThey responded within an hour or soThey answered my question to my satisfactionI'm impressed!!
Final Consumer Response / [redacted] (2000, 9, 2016/02/02) */ They have fulfilled my request by cancelling my membership and giving me a refund for the last shipment
Final Consumer Response / [redacted] (3000, 5, 2016/01/20) */ Thank you for your responseI have heard from the SunBasket and they have assured me that I would be receiving a refund although I have not received it yet [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 though the written response is not specific in the credit amountOver the phone the business offered me a free box and then said that a 50% discount would be added to my next box I purchasedIt would have been nice to have that in writing I appreciate that the business will look into the weights/measurements of the food they sendI hope in the future the measurements/weights are correctSunbasket offers some really good meals and I hope to continue to do business with themSincerely, [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 meSincerely, [redacted]
Boy, the advertisement on this company is so "shady" and deceitful They shoot you an email stating you can buy and get free to try them out I did, did not like of the meals which tasted terrible and cancelled On my credit card statement they charged me for THREE meals instead of the one meal they promised with free This company lies and has advertisement Plus of the meals were not only time consuming, tasted like pet food The last meal was so horrible I would not serve it to my family and dumped in the compost
I have ordered a delivery from Sun Basket and won't receive it until June 29th, so I can't do a review on the food itself. However, I did have a question and sent them an email. They responded within an hour or so. They answered my question to my satisfaction. I'm impressed!!
We've been using Sunbasket for about a year. We did a few month hold but re-instated their services for their "thanksgiving meal", which was supposed to be delivered on Wed Nov 23 (the day before thanksgiving). It never showed up and we were charged for it. I have been trying to contact them but no response. We were counting on this delivery - to host thanksgiving dinner with! - and it didn't arrive at all. And no apology or refund from them yet.
As a weekly subscription service we base our billing on our customers delivery status each [redacted] at noonWhile I do see that [redacted] had logged in on [redacted] 6th and Skipped the weeks of [redacted] 4th and 11th, there was no action taken to skip [redacted] 18th (see attachment of her user logs) As she was set to delivery for the [redacted] 18th order we processed the charge on [redacted] the 13th I attempted to call [redacted] to discuss this with her and reached her voice mail so I have left her a voice message and a follow up email to the query she sent to our customer support at the same time she contacted the Revdex.com The full message was: Hello ***,In follow up to my voicemail I apologize that you received a basket that you had not intended to order.As a weekly subscription service we base our billing on our customers delivery status each [redacted] at noon, and while I do see that you had logged in on [redacted] 6th and Skipped the weeks of [redacted] 4th and 11th, there was no action taken to skip [redacted] 18th (see attachment of your logs) As you were set to delivery for the [redacted] 18th order we processed the charge on [redacted] the 13th.I understand from your email to us and the Revdex.com that you had intended to skip the week of the 18th, based on this I have refunded the charge and canceled your account per your request.Should you have any questions please respond and I will follow up.Brett Frazer Please let me know if you have any further questions regarding our resolution for this situation
The deliveries hardly ever arrive on timeOften are 1-days late, defeating the purpose of the service
This is an update to share that we are still in discussion with [redacted] I was able to identify and explain why the card in question was charged after she had stopped her [redacted] method of payment (her old card had not been deleted and defualted to her primary payment method after she removed [redacted] ) and ensure to here that all payment methods have now been removed from her account and that her account is fully deactivated (see attachment for the full log) At this point she is waiting until the refund appears in her account before she will consider the issue closed I have sent her confirmation that it has cleared out system (on ***) and is now with her financial institutionIn general it takes 5-business days for the refunds to full process the financial system, we are now at day so I will be checking in with her again tomorrow and every other day until it fully clears Once I have verified it has fully cleared I will update this case again
We are a weekly subscription service, and indicate to customers in our terms and in the welcome email they are sent that each weekWe base our billing and sending of product based on their status as of noon PST on Thursday for the following week’s delivery.In that welcome email we provide contact details for customer service via our help center (https://sunbasket.desk.com/, which includes our phone number, our email address and a specific article on how to cancel one’s account.) or direct to emailSee attachment 1.Additionally, our website also links to our help section in two areas, a) when signed in under the account details drop down next to a customer’s name (see attachment as an example from my account page), and b) at the footer of the web page (See attachment 3) We see that [redacted] signed up with our service using a free meals coupon on [redacted] ***, was first charged on [redacted] ***, and received his first box on [redacted] ***Based on his status of “deliver” on [redacted] we charged him again and delivered his second box on [redacted] ***On [redacted] he logged into his account and skipped the next weeks indicating that he was out of town.On [redacted] his account was set to deliver so we charged his card and delivered his third box on [redacted] ***Shortly after this he apparently made a change to the card details he had on file as while he was still set to deliver on the following two Thursday’s, our attempts to cahrge his card failed and we placed his account into a suspended state called Cardholder(See attachment 4) Wednesday last week, and prior to receiving this complaint on Friday, we made our contact details even easier to find by adding our phone number and email address to the bottom of our web page footer Brett FrazerHead of Customer ServiceSun Basket
Hello I have reviewed [redacted] complain and her original email communication with us regarding the incorrect meals and the long wait time In reviewing her account activity with our development team we could not find any logs of her attempts to change the meals from the default items with the products she was allergic to, however we offer a money back gaurantee on our products within days of deliveries and out agent processed the refund for the amount of the full melas she received last week, not just the two meals featuring items they had allergies to(See attachment) I also followed up on the more detailed description in the email she sent us on [redacted] in which she indicated: I just spent mins on hold waiting for customer service, and when I selected to receive a call back it did not receive my number correctly, so I pressed one to re-enterThen it hung up on me!! Based on this I contacted our IVR vendor and had them trouble shoot the call back process they designed for us and they did discover a fault in their designBased on this we have made the required fix and are waiting for one last step from the IVR vendor to prevent this hang up from happening to other customers On [redacted] I sent the below email to [redacted] confirming the refund, apologizing for the bad expereince she recieved and explaining my next stepsI have not recived a response to that mail yet and when I have attempted to call the number we had on file for her it goes directly to a busy signal Response to issue with customized menu and bad customer service experience [redacted] ([email protected]) To [email protected] Hello [redacted] ,In follow up to my voice mail I am truly sorry for both issues you ran into last week.I want to start by confirming that the $ [redacted] charge from [redacted] has been refunded and should appear on your statement in 3-business days(See attachment) I am not sure what caused your menu modifications to fail last weekI reached out to our development team but they could not see a log for the attempt to modifyI know receiving meals that you have an allergy to is not a good experience at all.I have also engaged our IVR team to understand why when you attempted to re-enter your number for a call back that it hung up on youThis is not how we designed the process to work and if there is a design fault I want to resolve it as quickly as possible.I can definitely understand that this situation left a bad taste in regards to our serviceIf there is anything further we can do to repair that trust and retain you as a customer please let me know[redacted] Head of Customer Service Please let me know if there is any other information you need from me [redacted]
Hi, I resolved my issue with Sun Basket (complaint # [redacted] ) and would like to cancel my complaint, but I don’t know how to do thisCan you help? Thanks,
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 meSincerely, [redacted] ***
I have ordered a delivery from Sun Basket and won't receive it until June 29th, so I can't do a review on the food itselfHowever, I did have a question and sent them an emailThey responded within an hour or soThey answered my question to my satisfactionI'm impressed!!
Final Consumer Response / [redacted] (2000, 9, 2016/02/02) */ They have fulfilled my request by cancelling my membership and giving me a refund for the last shipment
Final Consumer Response / [redacted] (3000, 5, 2016/01/20) */ Thank you for your responseI have heard from the SunBasket and they have assured me that I would be receiving a refund although I have not received it yet [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 though the written response is not specific in the credit amountOver the phone the business offered me a free box and then said that a 50% discount would be added to my next box I purchasedIt would have been nice to have that in writing I appreciate that the business will look into the weights/measurements of the food they sendI hope in the future the measurements/weights are correctSunbasket offers some really good meals and I hope to continue to do business with themSincerely, [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 meSincerely, [redacted]
Boy, the advertisement on this company is so "shady" and deceitful They shoot you an email stating you can buy and get free to try them out I did, did not like of the meals which tasted terrible and cancelled On my credit card statement they charged me for THREE meals instead of the one meal they promised with free This company lies and has advertisement Plus of the meals were not only time consuming, tasted like pet food The last meal was so horrible I would not serve it to my family and dumped in the compost
The deliveries hardly ever arrive on time. Often are 1-2 days late, defeating the purpose of the service.
I have ordered a delivery from Sun Basket and won't receive it until June 29th, so I can't do a review on the food itself. However, I did have a question and sent them an email. They responded within an hour or so. They answered my question to my satisfaction. I'm impressed!!
We've been using Sunbasket for about a year. We did a few month hold but re-instated their services for their "thanksgiving meal", which was supposed to be delivered on Wed Nov 23 (the day before thanksgiving). It never showed up and we were charged for it. I have been trying to contact them but no response. We were counting on this delivery - to host thanksgiving dinner with! - and it didn't arrive at all. And no apology or refund from them yet.