Revdex.com:It is interesting that we paused our account with the possibility of restarting in the future Every communication we have had with Home Chef including this one they have referred to it as a cancellation Since they seem to want us to cancel we will go ahead and do that 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]
Home Chef is a weekly subscription meal kit delivery serviceOur service is designed to be a convenience to our customersThe deadlines we have set up are communicated both when the customer signs up with us, on the customers account page and each week through email notificationsHowever, it's clear in this customer's case that there was first a misunderstanding in our service guidelines and then a miscommunication in the resulting customer support interactionThat aside, it's clear that the customer did not intend to order those additional mealsIn reviewing the interactions with customer support, it was not made abundantly clear that we understood that fact--which may have contributed to the perception of unethical business practiceUnfortunately, by the time the customer had reached out to us, it was already too late for us to cancel what was being sentOur effort to communicate that was the bulk of the customer support interactionTo be clear, we are by no means intending to scam our customers into ordering more than they'd like and we apologize for the poor experience in this caseA dispute was filed on this charge and our dispute team responded to it by submitting our terms of use along with other relevant documentationWe're required to respond to all disputes filed with our payment processor and we have no authority to suggest a resolution--the bank makes the ultimate decision in how the dispute is resolved based on the documentation submitted by both partiesWe mention that to reiterate that Home Chef does not engage in unethical business practices intended to charge customers without their approvalThis customer's experience was a result of an unfortunate misunderstanding and we regret that we were not able to come to agree on a positive resolution soonerAs a courtesy to this customer for the upsetting experience, we're happy to refund the charge in fullIn order for us to do so, we'll require that the customer withdraw the dispute with his bank so that the charge eligible for refundThe customer can contact us when the dispute has been withdrawn and we'll issue the refund as requested
It looks like the customer responded to our CS team indicating that he preferred a refund over an account credit and he was given one at that time (March 17th, 2018)We understand the customer's frustration as his request was not properly handled initiallyHowever, we hope that the customer understands now that we were not unwilling to issue a refund as requested--our representative was attempting to offer a Home Chef credit in order to communicate our apologies for the poor first experience and potentially improve his experience going forwardWhile the refund has been issued, the account credit which the representative issued initially remains on the account and will be available to the customer if he chooses to give us a try again in the futureLet us know if there is anything else we can do to provide a resolution
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]
We apologize for the confusing and upsetting experience with Home ChefIn reviewing this customer's account, we have no record of an account deactivation prior to the one requested through a call with Customer Support on March 13thHowever, it's clear the the customer did not have the correct Home Chef experience and we take responsibility for thatWe've issued the remaining $refund as requestedThe customer will receive a separate email confirmation of that refund as wellIn addition to deactivating the customer's account, we've removed their billing information to offer additional comfortIf the customer chooses to try Home Chef again in the future, they'll be prompted to re-enter payment information upon reactivation Let us know if there is anything else we can do!
Home Chef is a weekly subscription, meal kit delivery serviceIn signing up for our service, customers agree to our Terms of Use which can be found here: https://www.homechef.com/legalThis customer had ordered from us for three consecutive weeks before writing in with a late cancellation
request on Saturday, February 25th as stated in his complaintHis order was not eligible for cancellation at that point as our Terms of Use highlights in the following excerpts:"Your order is considered final by 12pm(CST) on Friday before the following week's delivery...The subscription plan to our Services consist of an initial charge followed by recurring period charges as agreed to by youBy entering into this Agreement, you acknowledge that your subscription has an initial and recurring payment feature and you accept responsibility for all recurring charges prior to cancellationHome Chef may submit periodic charges (e.gweekly) without further authorization from you until you provide advance notice that you wish to terminate this authorization or wish to change your payment method...you will not be eligible for a prorated refund of any portion of the subscription fee paid for the then-current subscription period."It's important to note that while the customers order had not been shipped by the time of his cancellation request, the order had been finalized, charged and sent to our production facility for sourcing along with thousands of other ordersIn submitting a cancellation request after our service deadline, the customer was asking that we cancel and refund his order as an exception to our stated policySo while we understand his frustration in the strict timeline of our service, we hope that it's clear that our failure to cancel the order was not out of apathy or disregard for our customers but rather as an effort to uphold the policies that allow our service to be effectiveOur deadlines are set up so that we can source high quality ingredients for 10+ new menu items each week, allowing the customer to submit their selections up until the Friday preceding deliveryOur service is intended to be a convenience in our customer's lives--and the service deadlines are integral to delivering the highest quality product on timeIn an effort to show that this is not a matter of bad business but rather of misunderstanding, we've refunded the customer for the amount requestedWe ask that the customer reach out to us again if interested in giving our service another shot--we'll be happy to answer any questions
We know that the experience this customer had was upsetting--to receive orders on Fridays when our weekly deadline is also on Friday can be confusing and frustrating, especially for a customer that is new to our serviceThat's an experience, specifically, that we're working on improvingAs an
apology for the poor experience, we've issued a refund for the amount requestedThat customer will receive a separate email confirmation of that refund as well.Please let us know if this resolution is satisfactory
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,
*** ***
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]
Revdex.com:It is interesting that we paused our account with the possibility of restarting in the future. Every communication we have had with Home Chef including this one they have referred to it as a cancellation. Since they seem to want us to cancel we will go ahead and do that.
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]
It looks like the customer responded to our CS team indicating that he preferred a refund over an account credit and he was given one at that time (March 17th, 2018). We understand the customer's frustration as his request was not properly handled initially. However, we hope that the customer...
understands now that we were not unwilling to issue a refund as requested--our representative was attempting to offer a Home Chef credit in order to communicate our apologies for the poor first experience and potentially improve his experience going forward. While the refund has been issued, the account credit which the representative issued initially remains on the account and will be available to the customer if he chooses to give us a try again in the future. Let us know if there is anything else we can do to provide a resolution.
Home Chef is a weekly subscription meal kit delivery service. Our service is designed to be a convenience to our customers. The deadlines we have set up are communicated both when the customer signs up with us, on the customers account page and each week through email notifications. However, it's...
clear in this customer's case that there was first a misunderstanding in our service guidelines and then a miscommunication in the resulting customer support interaction. That aside, it's clear that the customer did not intend to order those additional meals. In reviewing the interactions with customer support, it was not made abundantly clear that we understood that fact--which may have contributed to the perception of unethical business practice. Unfortunately, by the time the customer had reached out to us, it was already too late for us to cancel what was being sent. Our effort to communicate that was the bulk of the customer support interaction. To be clear, we are by no means intending to scam our customers into ordering more than they'd like and we apologize for the poor experience in this case. A dispute was filed on this charge and our dispute team responded to it by submitting our terms of use along with other relevant documentation. We're required to respond to all disputes filed with our payment processor and we have no authority to suggest a resolution--the bank makes the ultimate decision in how the dispute is resolved based on the documentation submitted by both parties. We mention that to reiterate that Home Chef does not engage in unethical business practices intended to charge customers without their approval. This customer's experience was a result of an unfortunate misunderstanding and we regret that we were not able to come to agree on a positive resolution sooner. As a courtesy to this customer for the upsetting experience, we're happy to refund the charge in full. In order for us to do so, we'll require that the customer withdraw the dispute with his bank so that the charge eligible for refund. The customer can contact us when the dispute has been withdrawn and we'll issue the refund as requested.
It looks like our Customer Service representative complied with the customer's request and issued her a refund. Her account has been deactivated, her orders cancelled, and her billing information has been removed. We understand the customer's frustration with our billing and subscription...
policies--we don't want customers to feel scammed or tricked by our company and so we're more than willing to comply with her request and remove her information, as it is not our intention to ostracize customers. We've offered the customer a $30 discount credit to be used if she chooses to try our service again.
On behalf of the Customer Support team at Home Chef, we apologize for the unsatisfactory response from one of our representatives. Mistakes rarely happen with our shipper but unfortunately, when they do, it's difficult to track down the root of the problem all the way down to the driver. However,...
when something like this happens, our normal course of action is to contact [redacted] to request reattempt and refund or credit the order if it is not delivered as it was intended. We'll be following up with the representative this customer spoke with to correct that response. We're more than happy to issue the customer a refund. He'll receive separate email confirmation of that refund as well.We hope that the customer finds this resolution satisfactory and that he accepts our sincerest apologies in this frustrating situation.
We apologize for the confusing and upsetting experience with Home Chef. In reviewing this customer's account, we have no record of an account deactivation prior to the one requested through a call with Customer Support on March 13th. However, it's clear the the customer did not have the correct Home...
Chef experience and we take responsibility for that. We've issued the remaining $54.70 refund as requested. The customer will receive a separate email confirmation of that refund as well. In addition to deactivating the customer's account, we've removed their billing information to offer additional comfort. If the customer chooses to try Home Chef again in the future, they'll be prompted to re-enter payment information upon reactivation. Let us know if there is anything else we can do!
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]
We have provided a complete refund to this customer and can confirm that his user account has been deactivated per his request. This customer contacted our customer support team on March 17th regarding a mis-delivered package. On March 20th, his account was charged again because this order had...
not been skipped in his account and the account had not been deactivated. It is clear that this customer believes he asked to deactivate his account when he contacted our customer support team on March 17th. It is our policy to honor all customer account deactivation requests and sincerely apologize if this customer's request was accidentally overlooked. We are very sorry to hear that this customer was left with the impression that we did not honor his request. As an apology for his customer's experience, we have issued a complete refund for the second order.
After reviewing the customer's interaction with our Customer Support team, we've believe the best solution is to honor the customers request in his complaint and refund the charges incurred. He can expect to receive email confirmations of those refunds. We apologize for the upsetting experience....
While it's clear that there was some confusion about the structure of our subscription policy, the customer stated that they did not receive products that were satisfactory or up to our promised standards and that is not acceptable. We hope that the solution offered here will be satisfactory. Please let us know if there's anything else we can do to make it right!
Revdex.com:It is interesting that we paused our account with the possibility of restarting in the future Every communication we have had with Home Chef including this one they have referred to it as a cancellation Since they seem to want us to cancel we will go ahead and do that 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]
Home Chef is a weekly subscription meal kit delivery serviceOur service is designed to be a convenience to our customersThe deadlines we have set up are communicated both when the customer signs up with us, on the customers account page and each week through email notificationsHowever, it's clear in this customer's case that there was first a misunderstanding in our service guidelines and then a miscommunication in the resulting customer support interactionThat aside, it's clear that the customer did not intend to order those additional mealsIn reviewing the interactions with customer support, it was not made abundantly clear that we understood that fact--which may have contributed to the perception of unethical business practiceUnfortunately, by the time the customer had reached out to us, it was already too late for us to cancel what was being sentOur effort to communicate that was the bulk of the customer support interactionTo be clear, we are by no means intending to scam our customers into ordering more than they'd like and we apologize for the poor experience in this caseA dispute was filed on this charge and our dispute team responded to it by submitting our terms of use along with other relevant documentationWe're required to respond to all disputes filed with our payment processor and we have no authority to suggest a resolution--the bank makes the ultimate decision in how the dispute is resolved based on the documentation submitted by both partiesWe mention that to reiterate that Home Chef does not engage in unethical business practices intended to charge customers without their approvalThis customer's experience was a result of an unfortunate misunderstanding and we regret that we were not able to come to agree on a positive resolution soonerAs a courtesy to this customer for the upsetting experience, we're happy to refund the charge in fullIn order for us to do so, we'll require that the customer withdraw the dispute with his bank so that the charge eligible for refundThe customer can contact us when the dispute has been withdrawn and we'll issue the refund as requested
It looks like the customer responded to our CS team indicating that he preferred a refund over an account credit and he was given one at that time (March 17th, 2018)We understand the customer's frustration as his request was not properly handled initiallyHowever, we hope that the customer understands now that we were not unwilling to issue a refund as requested--our representative was attempting to offer a Home Chef credit in order to communicate our apologies for the poor first experience and potentially improve his experience going forwardWhile the refund has been issued, the account credit which the representative issued initially remains on the account and will be available to the customer if he chooses to give us a try again in the futureLet us know if there is anything else we can do to provide a resolution
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]
We apologize for the confusing and upsetting experience with Home ChefIn reviewing this customer's account, we have no record of an account deactivation prior to the one requested through a call with Customer Support on March 13thHowever, it's clear the the customer did not have the correct Home Chef experience and we take responsibility for thatWe've issued the remaining $refund as requestedThe customer will receive a separate email confirmation of that refund as wellIn addition to deactivating the customer's account, we've removed their billing information to offer additional comfortIf the customer chooses to try Home Chef again in the future, they'll be prompted to re-enter payment information upon reactivation Let us know if there is anything else we can do!
Home Chef is a weekly subscription, meal kit delivery serviceIn signing up for our service, customers agree to our Terms of Use which can be found here: https://www.homechef.com/legalThis customer had ordered from us for three consecutive weeks before writing in with a late cancellation
request on Saturday, February 25th as stated in his complaintHis order was not eligible for cancellation at that point as our Terms of Use highlights in the following excerpts:"Your order is considered final by 12pm(CST) on Friday before the following week's delivery...The subscription plan to our Services consist of an initial charge followed by recurring period charges as agreed to by youBy entering into this Agreement, you acknowledge that your subscription has an initial and recurring payment feature and you accept responsibility for all recurring charges prior to cancellationHome Chef may submit periodic charges (e.gweekly) without further authorization from you until you provide advance notice that you wish to terminate this authorization or wish to change your payment method...you will not be eligible for a prorated refund of any portion of the subscription fee paid for the then-current subscription period."It's important to note that while the customers order had not been shipped by the time of his cancellation request, the order had been finalized, charged and sent to our production facility for sourcing along with thousands of other ordersIn submitting a cancellation request after our service deadline, the customer was asking that we cancel and refund his order as an exception to our stated policySo while we understand his frustration in the strict timeline of our service, we hope that it's clear that our failure to cancel the order was not out of apathy or disregard for our customers but rather as an effort to uphold the policies that allow our service to be effectiveOur deadlines are set up so that we can source high quality ingredients for 10+ new menu items each week, allowing the customer to submit their selections up until the Friday preceding deliveryOur service is intended to be a convenience in our customer's lives--and the service deadlines are integral to delivering the highest quality product on timeIn an effort to show that this is not a matter of bad business but rather of misunderstanding, we've refunded the customer for the amount requestedWe ask that the customer reach out to us again if interested in giving our service another shot--we'll be happy to answer any questions
We know that the experience this customer had was upsetting--to receive orders on Fridays when our weekly deadline is also on Friday can be confusing and frustrating, especially for a customer that is new to our serviceThat's an experience, specifically, that we're working on improvingAs an
apology for the poor experience, we've issued a refund for the amount requestedThat customer will receive a separate email confirmation of that refund as well.Please let us know if this resolution is satisfactory
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,
*** ***
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]
Revdex.com:It is interesting that we paused our account with the possibility of restarting in the future. Every communication we have had with Home Chef including this one they have referred to it as a cancellation. Since they seem to want us to cancel we will go ahead and do that.
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]
It looks like the customer responded to our CS team indicating that he preferred a refund over an account credit and he was given one at that time (March 17th, 2018). We understand the customer's frustration as his request was not properly handled initially. However, we hope that the customer...
understands now that we were not unwilling to issue a refund as requested--our representative was attempting to offer a Home Chef credit in order to communicate our apologies for the poor first experience and potentially improve his experience going forward. While the refund has been issued, the account credit which the representative issued initially remains on the account and will be available to the customer if he chooses to give us a try again in the future. Let us know if there is anything else we can do to provide a resolution.
Home Chef is a weekly subscription meal kit delivery service. Our service is designed to be a convenience to our customers. The deadlines we have set up are communicated both when the customer signs up with us, on the customers account page and each week through email notifications. However, it's...
clear in this customer's case that there was first a misunderstanding in our service guidelines and then a miscommunication in the resulting customer support interaction. That aside, it's clear that the customer did not intend to order those additional meals. In reviewing the interactions with customer support, it was not made abundantly clear that we understood that fact--which may have contributed to the perception of unethical business practice. Unfortunately, by the time the customer had reached out to us, it was already too late for us to cancel what was being sent. Our effort to communicate that was the bulk of the customer support interaction. To be clear, we are by no means intending to scam our customers into ordering more than they'd like and we apologize for the poor experience in this case. A dispute was filed on this charge and our dispute team responded to it by submitting our terms of use along with other relevant documentation. We're required to respond to all disputes filed with our payment processor and we have no authority to suggest a resolution--the bank makes the ultimate decision in how the dispute is resolved based on the documentation submitted by both parties. We mention that to reiterate that Home Chef does not engage in unethical business practices intended to charge customers without their approval. This customer's experience was a result of an unfortunate misunderstanding and we regret that we were not able to come to agree on a positive resolution sooner. As a courtesy to this customer for the upsetting experience, we're happy to refund the charge in full. In order for us to do so, we'll require that the customer withdraw the dispute with his bank so that the charge eligible for refund. The customer can contact us when the dispute has been withdrawn and we'll issue the refund as requested.
It looks like our Customer Service representative complied with the customer's request and issued her a refund. Her account has been deactivated, her orders cancelled, and her billing information has been removed. We understand the customer's frustration with our billing and subscription...
policies--we don't want customers to feel scammed or tricked by our company and so we're more than willing to comply with her request and remove her information, as it is not our intention to ostracize customers. We've offered the customer a $30 discount credit to be used if she chooses to try our service again.
On behalf of the Customer Support team at Home Chef, we apologize for the unsatisfactory response from one of our representatives. Mistakes rarely happen with our shipper but unfortunately, when they do, it's difficult to track down the root of the problem all the way down to the driver. However,...
when something like this happens, our normal course of action is to contact [redacted] to request reattempt and refund or credit the order if it is not delivered as it was intended. We'll be following up with the representative this customer spoke with to correct that response. We're more than happy to issue the customer a refund. He'll receive separate email confirmation of that refund as well.We hope that the customer finds this resolution satisfactory and that he accepts our sincerest apologies in this frustrating situation.
We apologize for the confusing and upsetting experience with Home Chef. In reviewing this customer's account, we have no record of an account deactivation prior to the one requested through a call with Customer Support on March 13th. However, it's clear the the customer did not have the correct Home...
Chef experience and we take responsibility for that. We've issued the remaining $54.70 refund as requested. The customer will receive a separate email confirmation of that refund as well. In addition to deactivating the customer's account, we've removed their billing information to offer additional comfort. If the customer chooses to try Home Chef again in the future, they'll be prompted to re-enter payment information upon reactivation. Let us know if there is anything else we can do!
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]
We have provided a complete refund to this customer and can confirm that his user account has been deactivated per his request. This customer contacted our customer support team on March 17th regarding a mis-delivered package. On March 20th, his account was charged again because this order had...
not been skipped in his account and the account had not been deactivated. It is clear that this customer believes he asked to deactivate his account when he contacted our customer support team on March 17th. It is our policy to honor all customer account deactivation requests and sincerely apologize if this customer's request was accidentally overlooked. We are very sorry to hear that this customer was left with the impression that we did not honor his request. As an apology for his customer's experience, we have issued a complete refund for the second order.
After reviewing the customer's interaction with our Customer Support team, we've believe the best solution is to honor the customers request in his complaint and refund the charges incurred. He can expect to receive email confirmations of those refunds. We apologize for the upsetting experience....
While it's clear that there was some confusion about the structure of our subscription policy, the customer stated that they did not receive products that were satisfactory or up to our promised standards and that is not acceptable. We hope that the solution offered here will be satisfactory. Please let us know if there's anything else we can do to make it right!