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Business Profile

Food and Beverage Services

Fresh n' Lean

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Food and Beverage Services.

Complaints

Customer Complaints Summary

  • 63 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/10/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Dear ********** I subscribed to this meal delivery service on 21 June 2024 and placed my first order. The order was due to arrive on 29 June 2024. It is now 10 July 2024. It has still not arrived. I have attempted to communicate with the company on 5 separate occasions. Nobody will answer the phone, email me back or call me back. The chat function is also not working. I've even attempted to reach the company via ******** messenger. Zero response to date. I have no idea where the order is or went. However, I was charged $131.50. I would like the money refunded immediately. I have cancelled the subscription. Please assist me is obtaining a refund from this company. Thank you.

  • Initial Complaint

    Date:07/10/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 get 10 fresh meals delivered each week from this company. The meals are supposed to arrive by Saturday at the latest, and last week's arrived this Tuesday and was hot, so the meals were not good anymore. I need the $147.88 I paid for this box refunded to me, and the company has not responded to any of my calls or emails. They usually have a chat option and that has been down all week. We usually choose the new meals for the week on Tuesdays and their site has no meals available to choose from. I am wondering if they have gone out of business? I have been trying for days to get in contact with someone and have not been able to. Please help.

  • Initial Complaint

    Date:07/09/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    On July 5, 2024 $139.40 was taken from my account for 10 meals that were to be shipped to me on July 13, 2024. I read today on ******** that the PA office of fresh n lean was closed on July 5, 2024. I want my money sent back to my account ASAP. Even if the food is delivered, I will not eat it- as Id be worried about any disgruntled, laid off employees shipping food to me. I tried contacting the company for days, and received no response. Please have someone respond to me and refund my money. Thank you ****** and ***********************, **************

  • Initial Complaint

    Date:07/09/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Meal delivery service, delivered to *********************************************************** with warm food. spoiled could not eat. 3 days for delivery without proper ice. Delivered July 6, 2024. Have tried contacting them by email, phone, message and FB with no reply or response. this is the second delivery made like this. ***** tracking number ************

  • Initial Complaint

    Date:07/09/2024

    Type:Product Issues
    Status:
    Unanswered
    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 received my order on Saturday morning 7/6. I was home and brought the box inside immediately to unpack. All of the normally frozen ice packs were melted to liquid form and the meals were not safely cold as they should be. Ive been trying to reach customer service ever since, having called several times and leaving voice mails with no call back.In addition, I tried to remove my financial information (credit card numbers) and there was no way to do so. I had requested to CANCEL my subscription within their online portal and all it would allow me to do was PAUSE my subscription. I feel trapped and do not trust this company at all! I wish to cancel and have my financial info deleted to respect my privacy.

  • Initial Complaint

    Date:05/23/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    The company charges a week in advance for food to be delivered the following week. The first delivery was not successfully made due to ****** Our replacement delivery came in the middle of the week. The next two weeks deliveries came on time. Ive been charged a fourth time, but never received a fourth delivery. No matter how many times, I emailed them they can only show me three photos of successful deliveries made, and refuse to refund money for items not received

  • Initial Complaint

    Date:05/10/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 received multiple incorrect meals with my first order and contacted customer service - it took over a week to get a response from them and they did not provide a refund for the incorrect meals. My first order was received on a Friday (5/3) and apparently the cut-off date for the next order was Sunday (5/5) - I was charged for the next order even though I hadn't been able to try the food yet and absolutely would have cancelled before then had I been able to (due to issues with the first order and the extremely disappointing meals). **************** was entirely unhelpful, unapologetic, and simply stated that they could confirm that my subscription was cancelled moving forward.

  • Initial Complaint

    Date:05/10/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 placed an order for meals for my parents on Monday, May 6. I listed food restrictions on the meal plan. A few minutes after the order was place, the meals to be shipped became available. 4 of the meals I had chosen were substituted with foods that were restricted. FreshNLean's policy is "We can guarantee to cancel a newly billed order if the request is made before the Friday 11:59pm PT cutoff. That would have been Friday, May 10. I sent 3 sets of email on May 6 from FreshNLeans website.I received 2 responses on May 6 and May 7 acknowledging receipt of email and request for cancellation of the May 11 shipment.I sent another email on May 8.The shipment was never cancelled in spite of the emails and phone call.FreshNLeans chat does not work.You can not reach a person by phone. I called May 9, around 11:42am. I was on hold for some time, then an automated voice said I was being connected to an agent but the call was never answered. I left a voicemail for a call back but have had no response.I received a notice the meals shipped on May 9 at 11:42pm, well before the cutoff time of May 10 at 11:59pm. The meals were shipped to the wrong zip code in spite of the right zipcode in the shipping address.The website is difficult in places to alter and delete. I have placed the matter in dispute with Am Ex.I would like assurances that FreshNLean will refunded the money and NEVER ship any meals on this plan again.

  • Initial Complaint

    Date:04/20/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    We have been subscribing to ***************************** meals for a while and like their meals, however, their programmers and customer service are so ineffective and untrained, that we will probably stop using the company. It takes an extremely long time to reach anyone, and then you just get a lot of "I'm sorry" and repeated assertions that you made a mistake and there is nothing they can do about it.Emails to customer service get no response at all, and one to the owner and CEO was blocked. I guess she doesn't want to know what her customers think.Twice in a row now, I have chosen the meals on their website and got confirmation, only to have one to two meals that I specifically did not want chosen for me instead. Bad enough to receive food my husband dislikes, but to be also told that I basically do not know what I am doing is adding insult to injury.I just got off the phone with yet a second customer "service" person who proceeded to repeatedly tell me (as did the one on the former exact same scenario) that I did not choose the meals and place the order I did (and have proof of), so I (was, or will be) sent a Chef selection. I emailed them about my previous experience with proof that I did order the correct meals, and that they acknowledged it (both on their website and in the packing slip) but I never received a response.This one also asserted that even though the order is only due to ship a week from now, and even though the email I received a few hours ago informed me that I could contact them for changes, and they will try to accommodate me, there was nothing she could do about it except cancel the whole order, nor was there a supervisor or anyone else available. The main purpose of using such a service, is to make life easier, not more complicated and aggravating.

    Business Response

    Date: 05/16/2024

    Hello, 

     

    This issue was resolved directly with the customer.

     

    Thank you,

    Des

    Customer Answer

    Date: 05/16/2024


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and the resolution was satisfactory to me. This complaint is resolved.

    Regards,

    ***********************

     

  • Initial Complaint

    Date:03/15/2024

    Type:Product Issues
    Status:
    Answered
    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 meal delivery service from ****************************** on 1/20/24 and my credit card was charged for $167.35 on 1/20/24. I received my order on 1/26/24 (Order #**********). Upon trying the food, I realized it was of subpar quality and that I no longer wished to use this service. I went to their website and skipped my orders scheduled for 1/27/24, 2/3/24, and 2/10/24. I forgot to cancel my subscription completely, and on 2/17/24 I received another food delivery (Order #**********). Immediately after receiving this accidental order, I logged onto their website and fully cancelled my subscription, knowing that the previous order was a mistake on my part, and I did not wish to use their service anymore. I didn't realize it at the time, but no confirmation email was sent to me confiming that my subscription had been cancelled. All I have is a screenshot of my account page from earlier today, showing that my current subscription plan is for "$0.00" (see attached photo titled "Accout View"). That was several weeks ago. Today, 3/15/24, another package arrived on my doorstep from ****************************** (Order #**********), and when I checked my credit card statement, I had been charged for another $167.35 on 3/9/24. I contacted ******************************'s customer service live chat about this issue, and they agreed to refund me half of the amount of this order for approximately $86. However, I am seeking a full refund for the amount of $167.35, as I had previously cancelled my subscription and did not place the order for Order #**********. I asked the customer service rep to escalate this issue, and as of now, I have not heard back from his supervisor to resolve the issue. Please help me persue a full refund to my **** card ending in "4791" (confirmation from Order #********** is attached for reference). Also worth noting - I was unable to delete my credit card info from their account today, which feels like a predatory practice.

    Business Response

    Date: 06/18/2024

    Hi *********, I'm very sorry to hear about this issue with our website and team. I will be reaching out directly to further discuss. 

     

    Thank you,

    Des

Fresh n' Lean is NOT a BBB Accredited Business.

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