Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/07/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was on the Chef’s plate website checking it out after a couple years. I was only browsing & picking things IF we were to order.
  
  I wanted to chat with my husband first & figure out together what we would want. So I clicked off & honestly forgot about it as life is busy. Next thing i know, I was charged 87 & a food was set to be delivered in like 3 days!! I didn’t even get to pick what I want or talk to my husband. I was very upset & talked to supervisor. They did refund the 87$, but then the next week they charged me again.$134 This time they would not refund. Then I realized they are charging a **** I had on there that is old & expired. ***** ******** **** ***** ** ***********

  Business Response

  Date: 15/07/2025

  We’ve reached out to clarify that, due to how subscription billing works, some banks may still process payments tied to active accounts even after a card is canceled, as the billing is linked to the account rather than the card itself.
  
  As a resolution, we’ve issued a full refund of $134.45 to the customer’s payment method. The account remains deactivated, and no further charges will be processed.

  Thank you,

  The ChefsPlate Team

  
  

  Customer Answer

  Date: 15/07/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:30/06/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I logged into my Chef's Plate account for the first time in many year as I was thinking about ordering it again. I was given the option to review before reactivating, so I clicked that option. It turns out, it simply just reactivated your account. As I didn't like the menu options, I did nothing else. I got charge on my credit card on June 28. I only found out when I got an email that my box was being delivered the next day. I contact customer support, only to be told there was nothing to be done, despite the fact that I didn't intend to activate my account in the first place. I requested a deletion of my account, or at least a removal of my credit information and have been informed that is not possible until 7 days after the box I didn't order is delivered. I do not trust this to not end up reactivated again. I'm now out 46+$ for food I cannot and will not eat while this company holds my information and does not give me the ability to control whether they have it or not.

  Business Response

  Date: 15/07/2025

  We have reached out to the customer and informed them that, based on their account activity—specifically meal selections and delivery day choices—a new order was automatically generated. The customer later contacted support regarding issues with the order delivered on July 1, 2025.
  Two partial refunds were already issued:
  1. $19.98 on July 1 for an incorrect meal
  2. $19.98 on July 8 due to a food allergy issue
  
  A remaining balance of $6.99 has now been refunded, with a 5–7 business day processing window. Per the customer’s request, their account data has also been permanently deleted.

  Thank you,

  The ChefsPlate Team

  
  

  Customer Answer

  Date: 15/07/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, I suggest this business review their policies and procedures.

  
  
  
  Sincerely,
  
  
  
  ******** *******

• Initial Complaint

  Date:12/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my concern regarding a recent shipment I received. My credit card was stolen and subsequently cancelled. Despite the payment being declined, your company still sent out a box and has now issued a bill for it.
  
  I no longer have an active credit card, and it is highly concerning that a product was shipped without confirmed payment. This practice is not only unethical, but also reflects poorly on your business operations.

  Business Response

  Date: 20/06/2025

  We have asked the customer for further information related to their order and charges. We have informed the customer that we will be escalating this issue to our payments teams since we are unable to locate said transaction. 

• Initial Complaint

  Date:08/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  early this morning (06/07/2025), I got charged $51.73 by chefs plate. Once subscribed they do not allow you to cancel unless you call and wait on hold to speak to someone. Once your card is on file they also do not let you remove it so I was in a situation where I did not have time to sit on the phone and wait to cancel, instead I tried to skip until I could get the time to call. I forgot to skip in time, I contacted customer service the same day for a refund but they could only as a store credit as “store policy”?? Despite my first time using this service and the the fact no goods or services were actually exchanged, and it was less then 24 hours after their “deadline” which again hides behind a call wall. **** ** ********

  Business Response

  Date: 11/06/2025

  We have emailed the customer and have educated them on our cancellation policy. We have also issued them the refund amount of $51.73 and informed them it would take 5-7 business day for them to see the refund reflected on their statement. 

• Initial Complaint

  Date:24/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used a promo code mailed to me and got my first order for 3.90$.
  
  For my second box, I chose my meals on april 30th and my order came to $3.90 again. The order is to be delivered may 26th.
  
  Today I went to double check when my order would be delivered. The cost is coming to 99.90. This was changed without my consent and without contacting me regarding the change.
  
  I called chefs plate and the employee **** would not provide me a refund and wound not cancel the order. I made it quite clear this is not allowed and would be reported.
  
  I have ******** my previous order bank charge. I have ******** the screen shot from the day I selected my meals and the order for may 26th came to 3.90. I have ******** the current order total (the one that was changed without notifying/asking me), as well as the ad for 3.90 that needs to be changed.

  Business Response

  Date: 28/05/2025

  We have reached out to the customer directly to resolve their concerns. 
  
  
  Thank you, 
  The ChefsPlate Team
  
  

  Customer Answer

  Date: 29/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I was told I would get a call back from a manager within 24 to 48h. I was told this on the 24th, it is now the 29th. 

  Instead of admitting they were incorrect (as per my screenshots and proof), they said they would offer me a one time courtesy and honour the price. This is not courtesy, it is part of consumer law. This is not right. I applied a discount code, and it gave me a total of 3.90. That price of course should be honoured. They did not tell me why the full discount was  removed or why I was not notified that the price was going up to 99.90 without my consent.

  I also want to know that the ad/promo has been fixed for other customers. 

  I do not trust them with my credit card info and want it deleted from my profile and I want my profile deleted too as I do not want them to have my information. I do not trust this company.

  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 11/06/2025

  Hello! We did call the customer on the 29th - I have ******** screenshots of our call record and the follow-up email we sent. We have deleted the customer's data, elaborated that the financial records need to stay on file but we have deleted her data as per PIPEDA's regulations. As previously mentioned, there was a one-off technical error with this customer and we have refunded the 3rd box where the code was not honoured. The campaign itself has had no other issues thankfully. 

  To summarize, the customer received a call from not only a manager but the Functional Department lead. We investigated the campaign and found no other issues. We have refunded the customer in full for the 3rd box where they should have received a percentage off. We have also processed their Data Deletion request. This has all been confirmed in writing with the customer. 

  Kindly let us know if there are additional actions we can take for the customer in order to resolve their concerns. Thank you! 

  Customer Answer

  Date: 19/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Chef’s Plate stated that they provided a full refund. This is not accurate.

  I was charged $99.99 for a promotional order that should have cost $3.99 after applying a valid discount code. After filing a complaint with the BBB, they refunded only $96.00, NOT a full refund (this is considered a partial refund). ****** *** ************ 

  Furthermore, I explicitly requested deletion of my personal data, which they confirmed had been completed. Despite this, I have continued to receive marketing texts from them, which raises privacy concerns and contradicts their claim of data deletion. ****** *** ************

  I am requesting:

  1.cessation of all marketing and other communication

  2. An explanation of why I continue to receive promotional communications despite that deletion request and confirmation 
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 25/06/2025

  It was a mistake on our end. I have issued the balance refund of $3.90 and emailed the customer. 

  Thank you,

  The ChefsPlate Team

  Business Response

  Date: 26/06/2025

  I have gone ahead and have turned off all the marketing communications moving forward (email and direct mail).

  Thank you,

  The ChefsPlate Team

• Initial Complaint

  Date:05/05/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reached out to Chef’s plate within a few hours of missing the cut off time to change my order. I approached this conversation with the intention of finding a pathway forward because I was out of town for several weeks and unable to accept the order. Initially on the phone Chef’s Plate told me that there was nothing they could do. This is not the part that I have an issue with, it is what happened next.
  
  After going back and forth on options a few times we were put on hold and then told that they could make a once time exception, convert what we had paid into a credit for a future box and ensure the box was not delivered. While
  not a refund, we agreed to this resolution.
  
  Later that week I received a notification that the box was shipping. I reached out to them for clarification and they had zero record of the resolution that we had reached. They claimed to have listened to the recording but kept referencing the first offer that was given to us. I have requested to also hear the recordings as the other person who was on the call— and as someone who knows what was agreed to when the call ended. They acted as though my request to also hear the recording was outrageous and time consuming, and continued to double down that there was nothing they could do. They just kept repeating that there wasn’t enough time to reach a resolution — even though I had reached one with them three days ago.
  
  This is incredibly frustrating because they offered a resolution that was a fair compromise, and then lacked the process to document that agreement or to follow through on their word. It’s also frustrating as someone who has been a subscriber for multiple years with no issues. Once again, I can take accountability by missing the deadline Saturday morning, but I did reach out within a few hours. My issue is that they agreed to a resolution and are not following through— as well as not telling the truth about what was on the recording.

  Business Response

  Date: 22/05/2025

  We have reached out to the customer directly to resolve their concerns. 
  
  Thank you, 
  The ChefsPlate Team
  
  

  Customer Answer

  Date: 02/06/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ************

• Initial Complaint

  Date:02/05/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I do not agree with the ********* practices that these companies employ. Once subscribed they do not allow you to cancel unless you call and wait on hold to speak to someone, yet you can sign up with 3 simple clicks. Once your card is on file they also do not let you remove it so inadvertently I was caught in a situation where I did not have time to sit on the phone and wait to cancel, instead I tried to skip until I could get the time to call. I forgot to skip in time, I called the very next day and was told they would refund, but only as a store credit. Despite the the fact no goods or services were actually exchanged, and it was less then 24 hours after their “deadline” which again hides behind a call wall. This is ********* and intentional.

  Business Response

  Date: 07/05/2025

  We have reached out to the customer directly to resolve their concerns. 
  
  
  Thank you, 
  The Chefs Plate Team
  
  

  Customer Answer

  Date: 07/05/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:01/05/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up to chefs plate to initially try out the service but skipped a few weeks to evaluate whether I want the service or not. I initially thought I skipped it for a few weeks but I ended up being charged for a new box without any warning by email for meals I did not select. When I spoke with customer services they advised me that the deadline has passed and there’s nothing else they can do. The pre selected meals included food items that nobody in the household eats and it’s significantly more (more than double) in cost compared to the initial box. I advised them that I do not want this box, I don’t want to continue with their service and subsequently cancelled my subscription. I have informed them that this will cause food waste as nobody in the house will eat these meals and that it’s generally a cost that I do not choose to incur.

  Business Response

  Date: 07/05/2025

  We have reached out to the customer directly to resolve their concerns. 
  
  Thank you, 
  The Chefs Plate Team
  
  

  Customer Answer

  Date: 07/05/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** *** *** *****

• Initial Complaint

  Date:18/04/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a box of Chefs plate on March 7 2025. On April 10, $82.88 was charged to my ****** account for another Chefs Plate box without any email warning. Even though my email notification settings were on (*** *****), I did not receive a reminder email, nor an email to "choose my meals" for this upcoming box. In retrospect, I believe this was intentional in order to lock me into another purchase. After logging into my account on April 10 when the payment was taken, it was only then that I realized that I had “skipped” 4 weeks of boxes, as you cannot cancel your subscription from within the app (must be done in browser). If Chefs Plate honoured my notification settings and sent me a reminder email as well as a "choose my meal" email, as my notification settings were set to, I would have been able to cancel my box before the cancellation window closed. I called on April 10, 2025 (same day payment was made) to try to rectify the issue with Chefs Plate, but they said that I was outside the cancellation window (4 days prior to delivery date of April 14). I believe they intentionally took payment after the widows closed in another attempt to lock me into the purchase. I had missed the window by a few hours, and when I advised them that the box would be a waste of food and money as I had already purchased groceries for the week, they insisted there was nothing that could be done on their end. Because of this, I planned on refusing the box at my buildings front door and disputing the charges with ******. Upon delivery date, I waited for the delivery driver to call me. They did not call me, rather gained unauthorized access into my building and somehow managed to gain access to my floor (fob access only) without any warning. I believe this was another ************* effort to denly me the opportunity to deny the order. As the delivery was marked as "complete", my ****** claim was denied. This is a ***** *** ****** way of tricking customers into paying for unwanted boxes.

  Business Response

  Date: 24/04/2025

  We have reached out to the customer directly to resolve their concerns. 

  
  Thank you, 
  The Chefs Plate Team
  

  
  

  Customer Answer

  Date: 24/04/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ********** ************

• Initial Complaint

  Date:29/03/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had received a discount for some boxes with chefs plate and I initially like the box but wanted to skip a few weeks because of various travel/work issues. I skipped my box for this week, next week and the week after. I was very surprised when I got an email saying my box was purchased and it would be delivered on Saturday. I did not receive an email prior to that saying that we needed to pick our meals because I was under the impression that I had skipped this week. I spoke with customer service and they said they cannot refund me the money even though the box hadn’t been shipped out yet. I am very displeased as this is not my fault, there was a glitch in the system and now I have food that I can’t even use because I will be away.

  Business Response

  Date: 01/04/2025

  We have reached out to the customer directly to resolve their concerns. 
  
  Thank you, 
  The HelloFresh Team
  
  

  Customer Answer

  Date: 01/04/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ******************