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:10/07/2023

  Type:Product 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.

  On 10/6/2023, I enrolled in two subscriptions for weekly meal plans with Fresh n Lean. I chose the Protein Plus and Vegan Meal Plans. When I initially chose the plans on their website, they calculated a cost of $296. However, when I checked out, they changed the price to $340.88 with a $54.20 dollar discount. This morning, I saw that Fresh N Lean deducted my account and charged my card (ending in ****) two separate amounts of $216.79 and $178.29 for a total of $395.08. Fresh N Lean was completely misleading about the costs of these meal Plans. They initially quoted a cost of $296 for both meal plans, then at check out calculated a cost of $340.88 after deducting $54.20. At check out, I was led to believe that I would have $340.88 deducted when in actuality, I had $395.08 deducted from my card. They kept creeping up the price, and this is a very unethical company.I do not desire any services from this company in the future and want a refund of $54.20, which is the difference between what I was promised that Fresh N Lean would charge me and what they actually charged me. I want our subscriptions cancelled and never for them to charge my card in the future. Additionally, I want the meals which I have already paid for for the first week sent to me, but after that no other meals sent to me, due to the cancelled subscriptions. This is a very unethical company and I do not desire to do business with an unethical company. I have attached a copy of the order, as well as the amounts that were deducted from my account.

  Business Response

  Date: 04/24/2024

  Thank you for reaching out to us!
  I sincerely apologize for the inconvenience this has caused you!
  I have issued you $54.20 refund. Depending on your financial institution, you should see the refunds 
  within 2-10 business days.
  If you have any questions, please dont hesitate to ask!
  Take care,
  ****************

  Customer Answer

  Date: 04/24/2024

  
  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:07/24/2023

  Type:Delivery 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 had a order supposedly come in friday 21 delivered 1:21 pm so i asked my roommates has anything came also weird enough also the doorbell camera did not even go off now the first order was ok except for the last order and this time around they really messed up i call there customer service and i got 3 hang *** and its like they don't want to answer their phones so very unprofessional i get a hang up how am i suppose to rectify my issue if i get no response to nothing.

  Business Response

  Date: 04/24/2024

  Hi ******,
  Apologies for the delay in response. We have received a large influx of calls and emails and are 
  working hard to get back to everyone as quickly as possible.
  I took a look at your tracking information for this order, and it looks like ***** has marked that 
  package as delivered on Friday 7/21 at 1:05pm (tracking number ************). Typically we are 
  unable to refund orders that are marked as delivered, however, as this is your second order and this 
  is the first time this issue has occured, I have gone ahead and issued a refund for the payment that 
  was charged for that order. You will receive that refund within the next 2-10 business days (usually 
  about 3-5 depending on your financial institution).
  If you have any questions, please let me know!
  Sincerely,
  *****

• Initial Complaint

  Date:05/20/2023

  Type:Delivery 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.

  Dear Better Business Bureau,I am writing to express my extreme dissatisfaction with my recent experience with ****************************** I signed up for my first ***************************** order on May 11 with the understanding that my meals would be delivered on Fridays. However, to my surprise, I received a confirmation email on May 14 stating that my food had shipped and that the deliveries were now coming Saturdays. Furthermore, on said email, I noticed that my unit number was carelessly omitted from the shipping information, despite being provided by me when signing up for the service. As a resident of an apartment complex, this oversight is unacceptable. When I attempted to track the food using *****************************'s website, I received conflicting information regarding the delivery times, only after the food was supposed to have already been delivered. This lack of consistency and failure to meet the promised delivery time further compounded my disappointment.Considering the delay and the fact that the food has been in transit for over a week, I have lost confidence in *****************************'s ability to provide fresh and timely meals. I have made the decision not to accept any deliveries from them. The prolonged transit time renders the concept of "fresh" irrelevant and renders their service completely unacceptable.In light of these issues and the significant inconvenience caused, I kindly request a full refund to be issued back to my original payment source. Additionally, I expect a sincere apology from ***************************** for their poor communication, the careless omission of my unit number, and the overall unsatisfactory experience. It is essential for the company to acknowledge and rectify these matters promptly.Sincerely,*******************

  Business Response

  Date: 05/23/2023

  Hi *****,

  Im very sorry for the confusion regarding our service and for the frustration this has caused. As stated on our website, we aim for Friday deliveries each week and guarantee delivery by the end of the day on Saturday to account for any possible one day delays amid transit once the order is in the hands of the courier. However, I took a deep dive into our ordering process and did find a place where the Saturday guarantee was not indicated and only Friday delivery was stated. This may be what you read, and I am terribly sorry for the misinformation. I have forwarded this over to our web development team to be addressed. Additionally, thank you for bringing to our attention the matter of the unit number not being displayed with your shipping address in your tracking email. Although the unit number does show correctly in our system and on the processed order, I definitely understand how concerning it would be to not see that unit number indicated in your tracking email. I have also alerted the web development team of this issue as well to be remedied.

  
  As our service is meant to take the stress out of your weekly meal planning, and your experience was not nearly the kind of experience we strive to provide, I have issued a full refund for the payment charged for your order. You will receive that refund within the next **** business days (usually about 3-5 depending on your financial institution).

  
  I can also confirm that your subscription is completely canceled. There will not be any further payments charged or deliveries sent.
  If there is anything else I can help with or if you have any additional feedback you would like to share, please dont hesitate to reach out! I am happy to help however I can.

  
  Sincerely,
  *****

  Customer Answer

  Date: 05/24/2023

  
  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:05/08/2023

  Type:Delivery 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 received my second ***************************** (F&L) order last night, and Im in disbelief. Of the 7 meals ordered from my chosen plan, (that is, the Whole30 Plan), I received only 2 meals from my chosen Plan. The other 5 meals I received included 3 meals from the Protein Plan, 1 meal from the Keto Plan, and 1 meal from the Mediterranean Plan! With my doctors approval, I specifically subscribed to the Whole 30 Plan for important health reasons. Consuming food that an individual is either allergic to and/or restricted for various health reasons could be detrimental. This is not the first mistake made by F&L. As evidenced by the attached photos, my first delivery contained 3 dinners w/ RAW chicken! F&L advertises and sells prepared, fully cooked meals delivered fresh with food never frozen. So, yeah, raw chicken shipped all the way from ********** to ************, and labeled as not expiring for a week after receipt of the delivery is 100% unacceptable! Period! Based upon my experience, I have absolutely no confidence in the food safety standards of F&L, nor do I feel confident in getting quality meals delivered to me in the future. The carelessness of F&L is outright dangerous on so many levels, and I feel the public needs to be made aware. I am requesting an immediate refund for the second delivery, and I am also requesting my next scheduled delivery of May 13 be canceled ASAP with a full refund issued.

  Business Response

  Date: 05/09/2023

  Hi *******,

  I am very disappointed to hear that this was your experience with our service. I definitely understand the importance of receiving the correct meals and am very concerned about those chicken meals you received. We take the safety of our meals very seriously and follow strict guidelines to assure this. So I am having this addressed immediately and have opened a case with the appropriate departments so this can be investigated and addressed right away. Thank you for providing those photos as those will be very helpful to ensure this is thoroughly looked into. 

  I have canceled the order that was set to be shipped out for delivery this week and issued a full refund for the payment charged for that order. I have also issued a refund for the second order that contained the incorrect meals. There had been a store credit that was applied to that payment, so I issued a refund for the amount of store credit that had been applied as well for the undercooked chicken meals. You will receive those 3 refunds of $108.43, $61.96, and $46.47 within the next **** business days (usually about 3-5 depending on your financial institution). 

  I sincerely apologize for this experience and can assure you this will all be addressed accordingly. If there is anything else I can help with at all, please don't hesitate to reach out.

  Sincerely,

  *****

  Customer Answer

  Date: 05/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response filed by Fresh and Lean ("F & L") in reference to my complaint, Better Business Bureau I.D. #********, and I accept F&L's refund as settlement of this matter.  In order to avoid a similar mistake from happening in the future and for the safety and well-being of the general public, it is my hope that a full investigation (as promised by F & L) will be conducted internally. Thank you.

  
  Regards,
  
  *********************************
  
   

  
  

• Initial Complaint

  Date:04/17/2023

  Type:Product 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 Keto meal plan via Fresh N Lean and left it as the chef's choice for the meals. My first week was great and I was very impressed with the meals but the the 2nd week arrived with missing breakfasts and the other meals were not all keto but a mixer of non-keto and keto a like. I attempted to resolve the issue via chat with **************** but he didn't seem to even understand what **** was and then he said he would give me a credit for my breakfasts. After what seemed like 30 minutes of dispute, he told me the only way to get all keto meals were to order each meal, instead of chef's choice keto meals. I told him to cancel all future order an just give me a refund but he stated he could only issue me a credit. I asked him what good would a credit do, if I get meals I could not use. Working with this rep was terrible customer service. It was as if I was lying to him about not getting the correct meals so as I was currently at work, not at home with all the meals, I did send him a picture of the current meal that I had just noticed I could not eat. I feel like I have lost my money on this weeks meals as I cannot eat them all. I also felt that he was degrading me as a liar as surely he would not have treated a customer like he treat me had he felt I was being truthful with him. I am so disappointed in the service with this company and how I have been treated. It should have been easy to look at my account and see what I ordered and what was shipped to me to understand where the error may have been but instead, excuses were made and no real resolve was made.

  Business Response

  Date: 04/24/2024

  Unable to locate response after BBB complaint filed. Reshipment of meals was sent and store 
  credit was applied. The customer is still an active customer at this time so I will be reaching out to 
  further assist in making this right. 

  Customer Answer

  Date: 04/24/2024

  
  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. The business already took care of this issue. THANK YOU!
  
  Regards,
  
  ***************
  
   
  

• Initial Complaint

  Date:04/10/2023

  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.

  MASSIVE ?? OUT OF CONTROL TEXT MESSAGES ????IN THE MIDDLE OF THE ***** ALL DAY LONG OUT OF CONTROL EMAILS THEY WILL NOT ANSWER THEIR PHONE ?? NO WAY TO BE REMOVE FROM THEIR MAILING AND TEXT LIST OBVIOUSLY A BAND OF CRIMINALS WHO DONT SEND THE FOOD YOU PAY FOR AFTER READING THE EXPERIENCES OF CUSTOMERS ??

  Business Response

  Date: 04/11/2023

  Hi ******,

  I'm very sorry that you have had a frustrating experience regarding our text and email communications. I can confirm that you did successfully opt out of receiving any further emails from us. I have gone ahead and unsubscribed you from our SMS list, so you will not receive any further text messages from ***************************** as well. I do also apologize that you had a difficult time getting in touch with our customer experience team in order to resolve this matter sooner. We have been a bit overwhelmed with tickets and calls due to recent weather delays and gaining a lot of new customers due to a competitor closing down. But we have been working hard to get back to everyone as quickly as possible. We will be back to our usual quick response times shortly! Please let me know if there is anything else I can assist with at this time. 

  Sincerely,

  *****

• Initial Complaint

  Date:03/20/2023

  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.

  I recently signed up for a meal subscription service and was told I'd have guaranteed delivery by the weekend. I even received an email saying "my meals" were on the way (but it never had any tracking information). The weekend came and went... no meals. Also, a day after signing up for a meal service, I was informed by my bank that my credit card information had been stolen and charges were on my account. I tried to call ***************************** multiple times and could not get a hold of anyone. The first time I called it was a 46 minute wait time, so I requested to have my spot saved in line and receive a call back... never got a call back. Then I called back again and now it was a 300 minute wait time, still couldn't get a hold of anyone. I even emailed them and never got a response back. I'm convinced this is a scam and there are no actual meal service, rather a way to collect credit card information. I will be pressing charges against this company for false advertisement and credit card fraud. Stay far away.

  Business Response

  Date: 03/21/2023

  Hi ********,

  
  I apologize for the confusion regarding your meal plan subscription. I took a look at your account and it looks like you signed up for our service on Friday 3/17. As your order was placed after our Monday 12pm PST cutoff time for same week delivery, your first order is scheduled to be delivered this upcoming Friday 3/24 (guaranteed by the end of the day on Saturday 3/25). Here is the ***** tracking number for you so you can keep an eye on it: 395954464119

  
  Im very sorry that you have had such a tough time getting in touch with our customer experience team. We are a bit overwhelmed with tickets and calls due to recent weather delays and gaining a lot of new customers due to a competitor closing down. We are working hard to get back to everyone as quickly as possible. But I definitely understand how frustrating this can be, especially when you have questions regarding your new subscription.  

  
  If you have any additional questions or if there is anything else I can assist with, please dont hesitate to reach out to me at ******************************************.

  
  Sincerely,
  *****

• Initial Complaint

  Date:03/08/2023

  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.

  After repeated attempts to contact them, they have not made any attempt to resolve the problem. Calling and leaving a message never gets returned. Holding on the lines states "300 minutes waiting time". Emails are met with autogenerated responses and a follow up that they are experiencing high volumes. At the time of sign up, they are quick to respond; however, after becoming a customer, I do not believe they responded even once.When one weekly meal was not delivered, attempts to reach out led to dead ends. There was absolutely no communication. I ended up contacting the credit card bank and opened a dispute to resolve the financial matter. This led to subscription cancellation. Though I followed their directions, the account is showing as "manually paused." I've asked them to permanently close the account and REMOVE my two credit card information that they've stored. Despite repeated requests, they have not taking any actions. I have concerns for potential data breaches that could expose my personal information. Therefore, it is my hope that this complaint can encourage the organization to follow through with my requests to permanently cancel the subscription and REMOVE ALL credit card information. The account was originally in my gmail account; however, I've subsequently changed it to my daughter's university email in CA.Horrible experience. Attaching few emails.

  Business Response

  Date: 03/10/2023

  Hi ****,

  I'm very sorry that you had such a frustrating experience with our service. Our goal is to provide convenience, and this is definitely far from that. I apologize for the long delay in resolving this matter. Our customer experience team has been working hard to get through a very large influx of calls and emails and get back to our usual quick response times. However, I completely understand how frustrating it is to wait so long for assistance when issues arrive. I can confirm that your account, credit card, and all of your personal information has been completely erased from our system. I can also confirm that a $101.43 refund was issued for the order that you did not receive. You will receive that refund within the next **** business days (usually about 3-5 depending on your financial institution). If there is anything else I can help with, please do not hesitate to reach out.

   

  Sincerely,

  *****

  Customer Answer

  Date: 03/13/2023

  
  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:01/17/2023

  Type:Delivery 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.

  January 8, 2023 Total: $192.59 I received an email saying that the order was shipped on January 12, 2023 and was supposed to arrive on Saturday. Its now Tuesday and this is a meal prep service. I called the carrier and they said they never received a package. I've tried multiple times to get intouch with Fresh N Lean, but nobody will respond or answer. Now I've spent my weekly food money on a full week's worth of food. Just for nothing to ever show up. So now I'm gonna be spending a total of $600 this week just cause I need to be able to eat so I can keep training for my lifting competition. This completely unprofessional and messed up. Cause of them now I'm gonna have to put other bills on hold all cause of this company just wanting to take people's money, never respond, and never deliver the products that were purchased, all while messing up my weekly schedule and now costing me 3 times the amount of money.

  Business Response

  Date: 04/24/2024

  Hi *******,
  I sincerely apologize for the delay in response. We have received a very large influx in calls and 
  emails and are working hard to get back to everyone as quickly as possible.
  I'm very sorry for this inconvenience regarding your missing order. I definitely understand how 
  frustrating this experience has been for you, especially considering this was your first order. I took a 
  look at the tracking information and see that there was no movement on this box. I've submitted a 
  report to our shipping department so this incident can be investigated and addressed accordingly.
  I definitely want to get your compensated for the meals and the portable heater that you did not 
  receive. I went ahead and issued a refund for each of those payments that were charged, one for 
  $162.59 and the other for $29.99. I had two credit memos emailed to you that will reflect this. You 
  will receive those refunds within the next 2-10 business days (usually about 3-5 depending on your 
  financial institution).
  There was a payment charged for an order that is scheduled to arrive this Friday (guaranteed by the 
  end of the day on Saturday). However, I definitely understand if you would prefer not to receive that 
  order due to the experience you have had so far. If you would like me to refund and cancel that 
  order, I can absolutely do that for you. If you would still like to give us another shot, I went ahead 
  and added a credit to your account to cover the cost of next week's delivery, so that order will be 
  totally on us. Please let if there is anything else I can do to further assist.
  Sincerely,
  *****

• Initial Complaint

  Date:11/03/2022

  Type:Delivery 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.

  We ordered the protein meal plan. We received the product and was not satisfied with the quality of the food. On Monday, 10/31/2022 I canceled the subscription per the guidelines on the *** page. On 11/1/2022 my account was charged for the next shipment. On 11/2/2022 I got notification of the food shipping. I emailed with no response. I want a refund. We threw all but 3 meals away the 1st round and I am not wasting another $180 dollars on food we are not going to eat!

  Business Response

  Date: 11/07/2022

  Hi ********,

  I'm very sorry to hear that you did not enjoy your meals and for any confusion regarding the cancellation process. Our cancellation deadline is Saturday 12pm PST in order for that cancellation to go into effect starting with the following Friday's delivery. As your cancellation was submitted after that cutoff time, your order had been processed prior to the cancellation. However, we definitely understand that this is a tight deadline for new customers who may not have had enough time to decide if our meals are a good fit for them and if they would like to continue with our service. With that in mind, I do see that one of our Customer Experience Advocates issued a refund on Thursday 11/3 for that second payment that was charged. You should have received an email with a credit memo confirming this refund. If you did not receive that email, please let me know and I can have that resent to you. Refunds are received between **** business days depending on your financial institution (usually just about 3-5), so you should be receiving that shortly. I can confirm that your subscription is completely canceled and there will not be any further payments charged or orders sent. I apologize for any frustration or inconvenience you experienced, but I am glad we were able to make this right for you. If there is anything else we can do to help, please let us know!

   

  Sincerely,

  *****

   

  
  

  Customer Answer

  Date: 11/08/2022

  
  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,
  
  *****************************