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:03/04/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  My order was delivered at 3pm March 1, I got home and brought the mangled box in at 4:15pm. (Temp outside: 34) Photos below. The box was soaking wet, had split open and partially taped back up. Half the meals werent frozen, just sloppy and soft. Some of the individual meal packaging is dirty, and the gel packs torn open.This was my first time ordering from Fresh and Lean. Though the meals look good to eat visually, I have no idea which ones arent already gone bad from being unfrozen and probably sitting in the dirty meted water on the delivery truck floor. I have a compromised immune system and it would entail a hospital stay if I got food poisoning from the thawed meals.The automatic send email link I clicked within their website sent, but there was no reply. Today, I have tried another email I found within their website. I immediately got a form email back telling me they were too busy to answer right away, but would answer at some time.Meanwhile, I threw all the rotting meals they sent, into the garbage.

• Initial Complaint

  Date:02/26/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  2/24/2024 transaction in the amount of $136.38, sub id **********. Nature of dispute is that I was auto-charged on Saturday, 2/24/2024 and do not desire the shipment. Once I realized I was charged, I then contact Customer Support on Monday, 2/26/2024 to request to cancel the order before it ships and requested a full refund. They refused to issue a refund and stated that I can only cancel an order by Friday before the cutoff at 11:59pm. The reason stated is that a notification was already received from their shipping team so it is too late to stop the order. I requested to speak with a manager and have not been contacted yet. It seems I should be able to cancel an order on Monday if my food delivery is not going to actually be shipped until Friday for a Saturday delivery, regardless of when they create a shipping label. A business should be able to cancel an order when given notice several days before the actual shipping date. Further, their website explains that if an order is needing to be cancelled, to contact their Customer Experience right away to see if they can stop the order before it has left their facility, which I have surely done in this case as it will not leave their facility for several days. Further, since I did not select a meal plan and did not skip the week of delivery, they auto-selected my meal delivery, and took the liberty to add 4 extra items which are not included in my base plan and also charged me for those. This is sketchy sales and poor customer service by refusing to cancel an order for the simple reason that the order was already placed.

• Initial Complaint

  Date:02/14/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 have canceled my subscription with ****************************** on 3 separate occassions. However, ****************************** has continued to send me 3 boxes, including a notice received today that #3 was on it's way. The attachments are screenshots of the only evidence I have that I went through the online cancellation process and did NOT click on the Reactivate button in the bottom screenshots of both documents. Any email confirmations for the first order are locked in an *** inactive email account that I am in the process of trying to reactive (that's another story, altogether).

• Initial Complaint

  Date:01/29/2024

  Type:Service or Repair 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 paid thousands of dollars to this company in the last ~14 months+. There were numerous issues from the beginning including problems with their website not working correctly that impacted my initial orders. I had constant issues with meals being wrong on various orders- sometimes many meals even on 1 order were incorrect. I spent time not only having to scour the orders due to the issues, but send emails, make calls and interact with their foreign language speaking staff to explain the issue to various reps. I was also asked to send pictures of the issue on numerous occasions, despite that making no difference in the issue improving or stopping. This company is despicable and made no effort to make me whole for my time and stress. I am asking for a refund for my time/stress and this is reasonable in light of the amount of my time that they stole while being perpetually incompetent and giving zero f*cks about rectifying anything. Flippant pieces of s***

  Business Response

  Date: 04/24/2024

  Hi ******,
  Im very sorry for the lack of response and you getting caught in this rough patch. I do take 
  full accountability on failing to send an email. I reached out by phone in hopes to be able to 
  speak with you that way and was getting a busy signal. I just found my original follow up 
  was left in my drafts, which is my mistake for not double checking the send.
  I completely understand you updating your review as I would do the same, I do not blame 
  you after the frustrating experience you have had with our company. As for the BBB, I do 
  not see a notification from BBB so I will be following up with them as well. We ended up 
  losing our manager who handled these channels and it seems weve had some issues with 
  the emails being forwarded.
  We greatly appreciate the time and chances you did give us, we have been continually 
  working to improve while moving more towards a user led journey. We have ran into some 
  bumps in the road as youve experienced and I want to make sure this is made right for you. 
  Im going to refund 2 orders in full in the amount of $167.86 for a total of $335.72 and will 
  confirm with you once those are complete.
  I sincerely apologize for your experience all together. We appreciate you sticking with us 
  during the frustrating times.
  I hope this helps with some of the time youve lost in having to reach out to us for 
  errors. Please let me know if you have any further questions or concerns.
  Sincerely,
  Des

• Initial Complaint

  Date:01/23/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 just submitted a review of the Fresh n' Lean meal delivery service. Then I read the other reviews. It doesn't seem to me that this company is doing anything to improve their product. How much money do they get to make by snookering people into the first order and maybe the second? Their product is awful, their customer service abysmal, and their handling of the product in shipping is disappointing. Can the BBB not do anything to make this company elevate their standards or just get out of the business?

• Initial Complaint

  Date:01/19/2024

  Type:Service or Repair 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 am (was) a new customer. Ordered twice from them. The first prepared FRESH FOOD delivery was to occur on 1/12/24. I did not receive the shipment until 1/17/24, however, warm and clearly not edible. I threw it away, and requested a refund. My second order is supposed to be delivered today (1/19). Upon checking the tracking number, however, I see that *** has it scheduled for Monday by 7pm. Clearly, it also will need to be discarded as it shipped on 1/17. How ridiculous. Why isnt *** required to dispose of this box rather than deliver it when it will be several days late? It will not be safe to eat. I certainly know enough to throw it away, but what about all of the people who will risk eating it? Shouldnt the company bear some responsibility here by requiring *** to dispose of late deliveries? Definitely cancelling my membership, and requesting another refund.

  Business Response

  Date: 01/23/2024

  Hi ****,
  
  Im very sorry to hear about your experience with the delivery of our service, due to the recent weather conditions and storms our couriers have run into some delays and I apologize for the inconvenience this caused. As you mentioned, *** and ***** are in fact instructed to dispose of these contents as they are perishable items, it is very frustrating for them to not be following procedures and Ive gone ahead and reached out to our shipping team to ensure our rep has eyes on this issue to investigate further. I was able to locate your account and can confirm your subscription has been cancelled as of 1/22/24 and our agents have refunded both charges, first refund processed on 1/17/24 and the second was processed on 1/22/24 which you should see back within **** business days. If you have any further questions or concerns, please feel free to reach out to me directly at *******************************************
  
  Sincerely,
  Des

  Customer Answer

  Date: 01/23/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  Date:01/16/2024

  Type:Product 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 signed up on Jan 14 then tried to cancel a few minutrs later as I did not like their meal selections. They made it impossible to cancel because "the cancelation tab is unavailable". They've charged my credit card and are conveniently unavailable by email to correct this because of email tech problems and delays. I do not want their service. I want a refund.

  Business Response

  Date: 01/24/2024

  Hi *********,
  
  Im sorry to hear about this frustrating experience, I can understand completely. There was in fact a technical issue that our team worked to get fixed promptly to ensure the cancelation tab is available for our users. I apologize you had trouble getting through to our customer experience team originally but Im happy to find that one of our agents was able to assist you on 1/16/24 to process a cancellation of your subscription and a refund in the amount of $65.95 which you should see back within **** business days depending on your banking institution. There will be no further charges or deliveries unless you choose to restore in the future. If you have any questions or concerns, please feel free to reach out to me directly at *******************************************
  
  Sincerely,
  Des

• Initial Complaint

  Date:01/13/2024

  Type:Product 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 have been unable to cancel subscription. The login page/website has been down for over a week. I submitted an email to f&l for assistance to login on multiple occasions. I have only received automated emails for future contact, but none followed. I have also been unable to change my login due to website issues for over two weeks. I made the unusual effort of actually calling the accounting office directly in *******, **. The person that answered said she could not help since she had no access to my account. Furthermore my credit card has been charged twice erroneously in January. I have been unable to view my subscription or to cancel it since 12/31/2023. To date, No callback or email has been provided to me as customer despite voicemail and several emails. my credit card was charged twice jan 2, which is an incorrect double charge, and once jan 8 for delivery of unwanted food. Lastly, their food quality has been inconsistent to mediocre, which is not as advertised. I wish a refund on the last three orders from jan 2&8 ($89.94 x3) and wish my subscription to be cancelled asap.

  Business Response

  Date: 01/24/2024

  Hi *******,
  
  Im very sorry to hear of your frustrating experience with our website, there was an issue that our team experienced technical wise and worked hard to get that resolved as quickly as possible. Our customer experience team has received a large amount of communications and are doing their best to get back to each request as quickly as they can and I apologize you got caught in that. Typically, when our accounting team gets a call for our department they take down the information and pass along for a team member to reach out so I will be sure to follow up with them for that to continue to be the process. I was able to locate your account and can confirm you account has been cancelled as of 1/15/24. The charges you mention I am showing a charge on 1/1/24 for delivery 1/6/24, the second charge was on 1/5/24 for the 1/12/24 delivery and I can see how that can be confusing, I can confirm we have processed a refund for all 3 charges in January for a total of $269.82 on 1/18/24 which you should see back within **** business days. We appreciate the feedback on the quality of the food, we are always working to improve. Please feel free to reach out to me directly with any questions or concerns at *******************************************
  
  Sincerely,
  Des 

• Initial Complaint

  Date:01/10/2024

  Type:Product 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 began a subscription to Fresh-n-Lean on December 29, 2023, and received my first set of 7 meals on Thursday, January 2, ****. There was no problem with two previous meals that I tried from this company, however, on Sunday, January 7, I ate the "Paleo unstuffed squash with chicken, cranberry, and walnuts". After eating this meal, I became very ill with stabbing stomach pains. I tried to sleep off the discomfort to no avail. Severe vomiting ensued around 2:30 am.I did a ****** search: ****************************** got me sick", and a BBB complaint showed that another subscriber to ***************************** also got sick eating this same meal on November 21, 2023. The company responded: "I greatly appreciate you sharing the name of the meal so that I can open a case with our quality assurance department to ensure that this is immediately and thoroughly investigated and addressed accordingly." Yet here we are and I got sick a month later on the same meal. STOP selling this meal and DO NOT EAT this meal if it is in your order. The fact that the company continued to sell this meal after the first complaint makes me question their ethical standards! It is 4:30 am on Monday and I am still experiencing these stabbing pains. When the company opens I will cancel my subscription and any pending orders. I am requesting a full refund, including shipping of $108.43. I cancel my subscription and any pending and future orders.

  Business Response

  Date: 01/18/2024

  Hi *****,
  This is very concerning and disheartening to hear about your experience. We have specific procedures in place to ensure the safety of our meals and ingredients during production alongside extensive training to ensure our teams are well versed in the strict guidelines we adhere to. I am following up on the previous findings and have submitted a new report with high importance to conduct an investigation further into the ingredients. It is very hard to understand how that happened to be the same meal previously mentioned because these meals would have been made during different production periods with different ingredients as we produce our meals weekly. I deeply apologize for the discomfort you had to experience from this situation and the inconvenience this has caused. In looking at your subscription our team was able to process 2 refunds for both orders received on 1/9/24, which typically takes **** business days to return to your account depending on your banking institution. We reached out to our courier to stop and destroy the final delivery that was already processed by the time we were able to rectify. I can confirm your subscription has been completely cancelled and your credit card information has been removed from the account. If you have any further questions or concerns please feel free to reach out to me directly at *******************************************
  
  Sincerely,
  Des

• Initial Complaint

  Date:12/03/2023

  Type:Product 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.

  On Nov. 17, 2023 I received my regular package of 7 meals from Fresh N' Lean. Most of the meals I placed in the freezer. I ate one of the meals (Paleo unstuffed squash with chicken, cranberry, and walnuts) on Nov. 21st. I immediately got very sick with diahrea, vomitting, fever, headache, etc. I tried home remedies until I could reach my doctor. I was waiting to speak with him but he had a death in his family and was unavailable. I went to Patient First. The doctor there said I had food poisoning and collitis/gastroenteritis, probably as a result of the food poisoning. I was treated with fluids given introvenously, and medication. I starting trying to reach Fresh N' Lean immediately after I was released. I feared that someone else might get sick from the food. I contacted them 3 times, with each email/letter marked "urgent". No response. I could not take a chance on the rest of the food and I threw it away and cancelled my subscriiption with the company on Nov. 29th. I would like a refund of the $101.43 that I paid for the food that ****** not eat and a commitment from the company to improve communications in urgent situations like this.A copy from the label on the food that made me sick is attached.

  Business Response

  Date: 12/08/2023

  Hi *****,

  It's extremely concerning to hear of your recent experience. Ensuring the safety of our meals is a top priority, and we rigorously adhere to strict guidelines to guarantee this. I greatly appreciate you sharing the name of the meal so that I can open a case with our quality assurance department to ensure that this is immediately and thoroughly investigated and addressed accordingly. I sincerely and deeply apologize for the discomfort and inconvenience this has caused. I have issued a full refund for the payment that was charged for that order. You will receive that $101.43 refund within the next **** business days (usually about 3-5 depending on your financial institution). I can confirm that your subscription has been completely canceled. There will not be any further payments charged or deliveries sent. Additionally, I'm very disappointed that we were not able to address this issue sooner. Our customer experience team has received a very large influx of calls and emails and is working hard to get back to everyone as quickly as possible. We are working diligently to get to our normal quick response times soon. In the meantime, I will meet with the team to see how we can make adjustments so that urgent messages are pushed to the top and received in a much more timely manner. If you have any questions or if I can be of any further assistance, please don't hesitate to reach out to me at ******************************************.

  Sincerely,

  *****