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:07/07/2023

  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.

  Received a $20 credit towards my next order which I tried to fulfill on 7/7/23, the total was $36 after the credit and their 30% promo code used. When the driver arrived he refused my order because one of the 2 $20 bills was torn missing a corner of the bill. The bills serial numbers, security strip, are present and 90% of the bill was in tact. A customer support said the bill was okay to use when asked. Driver refused the delivery, and cancelled. Customer support did not offer a redelivery and basically said tough luck re order. Yet at that point there is no $20 credit anymore and the minimum delivery is suddenly now $100 more in my area. Deleted my account and tried remaking just be met with my cell phone number suspended.

  

  Business Response

  Date: 07/11/2023

  We are reaching out to the customer to assist in re-registering and applying a credit for the inconvenience.

• Initial Complaint

  Date:02/09/2023

  Type:Customer Service 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.

  There is no customer service support! I placed my order on 2/9/23 and I get a text from Eaze saying my driver is two minutes away. I do not trust this company enough to put my apt number so I wait outside. I see the driver pull up with my order go through the bag and SPEED off. I wait for a call or text and nothing. I go to the app to contact customer support and get a message that its unavailable and to browse the website. There is no support. This company has no customer service and the drivers are unprofessional. I sent an email to the only email available with zero response. The live chat is inactive.

  

  Business Response

  Date: 03/16/2023

  Hello ******, 
  
  There seems to be an issue with my view as I did not see this complaint in the dashboard upon logging into the BBB site. However, we resolved this issue with this customer on 03/03/2023 and provided a $30.00 credit for the inconvenience. She has since placed another successful order with us with zero issues. 

   

  --

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

  Senior Director of Customer Support

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

  he/him

  

  Try Eaze: Get $20 off your first delivery

• Initial Complaint

  Date:01/31/2023

  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 placed an order with Eaze in July that came out to $117. Eaze then charged my debit card $120 and told me I should receive $3 from my driver when they delivered the products. After the driver delivered the products and left, I realized I had never received the $3 and reached out to Eaze customer service. They told me they would give me a $3 and an additional $15 to make up for the issue. I told them I didn't want the $3 as credit and wanted a refund. They finally agreed to refund me the $3 and asked for my banking information. I received the $3 weeks later. Yesterday, I tried to log onto the app and it said my account was suspended. I used the chat feature to speak to someone and learned that my account was suspended because of the $3 refund. No one told me in July that my account would be suspended for requesting the $3 refund and I still don't understand why that would suspend my account. I asked to speak to someone else about it and Eaze has told me that they cannot do that and won't be transferring me to anyone else. This does not seem fair as I was never told my account would be suspended.

  

  Business Response

  Date: 03/07/2023

  See attached response 

• Initial Complaint

  Date:12/16/2022

  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 had an issue with this company wildly underreporting the delivery promise after multiple times in early November of this year. Their chat agent couldn't give me any reasonable explanation or refund, so they agreed to escalate it. Since then (5-6 weeks ago), I've sent multiple emails checking in on the status of my request, and no one has responded a single time. Today I chatted them again and the agent told me he 'doesn't handle escalations' but to 'please check my email' tomorrow. He also said no one would call me and they offer no type of phone support. Things to consider: I spent an insane amount of money here, at least 2-3k per year, so I should be a valued cusotmer.TLDR their 'escalation' process is a black hole and a scam. there is no accountability for customer service.

  

  Business Response

  Date: 12/28/2022

  Hello. On Thursday December 22nd a Supervisor reached out to you via out ticketing system as soon as she read your *** complaint. She also issued you a $30.00 credit to your account. We do apologize for the *** fluctuation and are working hard to adapt to the nuances of this niche as well as juggle with driver absences and other related reasons why we would not have the best ***s at any certain time. Again we do apologize for the *** fluctuation and appreciate your business greatly. Additionally, the customer service agents did receive coaching on how to better handle this situation moving foreword so we do appreciate you reaching out and highlighting your experience with us.

• Initial Complaint

  Date:11/09/2022

  Type:Sales and Advertising 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 ordered 130 dollars from this service. I got charged a week after I ordered. On top of that, they charged me twice on this order and charged me an additional 220 dollars from orders that were a month prior. They almost overdrafted my account and i'm sure based on there reasoning that they definitely put a lot of people in the red. I talked with others that had the same thing happen to them. On top of all of this, after i talked with there customer service 2 days in a row, they then charged me for another past order. Do they really think this practice is ok ?

  

  Business Response

  Date: 11/21/2022

  Hello, 
  
  I have verified that we have issued a refund which you should have received by now. Our apologies for the delay in response. 

• Initial Complaint

  Date:11/01/2022

  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 9/20/2022 I was overcharged $100 on my order. Total charge should have been $76.00 and my card was charged $176.00. Order number was Order #********.When I noticed the over-charge I contacted Eaze customer service, who verified that I was over-charged. After pushing for my refund, Eaze claims they issued my refund to my account on 10/18, almost one month after my original over-charge. However, no refund has been credited to my original payment method which I provided to Eaze. I told Eaze this multiple times and have been chasing them for weeks to look into this and return my money to me. There has been no credit back to my account to this date. Eaze is not replying to my inquiries in a timely manner or helping me to resolve this issue. I just want my $100 back. They have no right to not return it to me or at bare minimum they need to credit it to my account at this point so I can move on. I have attached here documentation from my bank account showing:1. The original charge to my account on 9/20 2. All deposits to my account dating back to before the original charge up to todays date proving no refund has been issued 3. My email correspondence with Eaze showing that I have been chasing after them for answers for over one month with no resolution

  

  Business Response

  Date: 11/04/2022

  We're very sorry to hear that you have been over charged. I inquired about your claim and can assure you that a refund has been sent to the address specified in your BBB complaint. No further action is needed on your part. Thank you for giving us another chance via this BBB channel to make things right. We appreciate your business. 

• Initial Complaint

  Date:10/30/2022

  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.

  Their delivery person mishandled my debit card and double charged me. When I raised the issue to their support, they have acknowledged the error but will not pay me back.They have made two offers:1) Convert the erroneous charge to store credit, plus $20 2) Pay it directly into my banking account, if I give them my banking account details I'm not interested in #1. Further, #2 requires I give them sensitive financial details again, after they have already mishandled my debit card. They refuse to refund money to the payment method used originally, and keep pressuring me to take store credit.They need to pay back to the payment method they charged me on, or provide a method that does not involve sharing more information with them insecurely that they can mishandle further. A check in the mail would be one example.

  

  Business Response

  Date: 11/04/2022

  We're very sorry to hear that you have been over charged. I inquired about your claim and can assure you that a refund has been sent to the address specified in your BBB complaint. No further action is needed on your part. Thank you for giving us another chance via this BBB channel to make things right. We appreciate your business. 

• Initial Complaint

  Date:10/05/2022

  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.

  Purchase was made Oct. 4th, 2022 I made my purchases based on the discounts offered yesterday and entered both discount codes correctly at checkout. The discounts were for 30-45% off of the products I selected. The discount was applied prior to checkout, but upon receiving my receipt I noticed no discount was applied.I contacted their customer support to try and resolve the issue, but they would not issue a refund for the discounted amount. Due to the nature of their business and payment process, I believe this is happening regularly with customers. This seems like fraudulent activity. I'm just requesting the correct discount on the items purchased to be refunded.

  

  Business Response

  Date: 10/15/2022

  Hello,
  
  I'd like to apologize for how this support ticket was handled by our agent. I have attached screenshots of both orders placed on 10/04/2022. The first order includes the promo code YAY45 (please not you cannot use more than 1 promo code on the same order), and a discount of $18.00 is visible on the receipt. This order was canceled by you due to payment issues. You placed a second order, this time no promo code was entered and therefor no discounts were given. That said, I did read through the support tickets and we are not happy with the way the agent handled this issue. Therefore, we have added a credit of $50.00 to your account which can be applied on your next order with the addition of a promo code should there be one available to use. Thank you.