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:11/09/2023

  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.

  After a few boxes I realized that this food and preparation didn't fit my lifestyle I cancelled all orders past the last box delivered 10/4/2023 through their app. On 11/08 out of the blue I received a unexpected box of food. I attempted to navigate through their app with no support so I called I was told I selected and ordered these menu items I express that I had not chosen this food or approved and order and that I believe that I cancelled all orders as there had been no deliveries for over a month. I explained I did not want the food I was told that they could not do anything. I requested a cancelation and a refund. The customer service was rude and refused I ask for a supervisor I was refused that. I demanded that everything was cancelled she offered me a discount on future orders I explained I didn't like the food or the preparations and just want everything canceled she finally did that and assured me it was completed I demanded an email confirmation as I had been tricked once and would not hang up until it arrived. I would never order from them again because of the hassle to make changes or cancel anything! The food was okay but the prep didn't fit into my life!

  Business Response

  Date: 11/09/2023

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

  The GreenChef Team

   

  
  

• Initial Complaint

  Date:10/31/2023

  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.

  10/19/2023 I signed up for Green Chef as I wanted to view the menu options, the only way I could do so was by entering in credit card information. Once I saw there was no menu items I was a fan of I cancelled my subscription, email attached. After getting that email I thought all was fine but somehow my account was reactivated and I was charged $114.91 (10/28/23) for meals I didnt even select. After contacting customer service that essentially stated the system makes their decisions in the sense there is no way to override for a refund or even an account credit. I am astounded there is not a single thing that can be done. Needless to say I will not be returning to Green Chef EVER and would never recommend to anyone

  Business Response

  Date: 11/01/2023

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

  The GreenChef Team

  
  

• Initial Complaint

  Date:10/31/2023

  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 ordered from my phone a trial meal delivery service from Green Chef. The app was confusing and did not seem to work correctly because I had to go back in and deliver. I spok to customer service on 10/27 and he confirmed my order is $34.32. I also received an email receipt showing my first order total is $34.32. I was charged this amount and in addition, I was charged $55.06. I called today 10/31 about this charge and *** told me it was because I ordered premium meals???? Why did I not receive any idication of this???? As stated before, I received an email showing $34.32 as my charges. If I had know sooner, I would have cancelled immediately but *** said it was too late to do that.I dont know how to upload my email so here is copy FIRST ORDER SUMMARY Balanced Living Subscription$80.94 - 3 Meals - 2 peopleShipping$10.99 First Order Discount$-48.56 First Order Shipping Discount$-10.99 Sales Tax$1.94 FIRST ORDER TOTAL$34.32 Recurring Weekly Order Total**does not include discounts, credits, taxes or fees$93.87 DELIVERY SUMMARY Delivery AddressOrder Number ***** Jones292878896 **************************************[Banner]*Your Green Chef subscription will continue until cancelled. After the discount period, your subscription will automatically renew, and your payment method will be charged $91.93 every week plus any applicable taxes. You may cancel or skip a week at any time by logging into your account by 11:59pm EST at least 7 days prior to your next delivery.**Please download and print this email for your records ***If there was a $1 charge during the checkout this was due to our payment method verification process. This $1 will be refunded directly.

  Business Response

  Date: 11/02/2023

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

• Initial Complaint

  Date:10/22/2023

  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 ordered an introductory box from Green Chef and was given the receipt for $34.24 for my first box. I went to check my credit card statement and was charged an additional $19.01. I contacted Green Chef and was told I ordered an extra Premium meal. I did not order a Premium meal. I did not receive a receipt for the $19.01 extra charge. I was only made aware of the $34.24 charge. The meal was not labeled Chef Select as they state it was when I ordered or it should have been reflected in the *********** charged to my credit card.

  Business Response

  Date: 10/23/2023

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

  Customer Answer

  Date: 10/23/2023

   
  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:10/16/2023

  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.

  Due to a delayed delivery which resulted in food spoilage, I was given a credit to my account. On my recent order which was eligible for using the credit, I was still charged for a premium upgrade. Their website does not mention that premium upgrades can not be paid for using credit. The limitations are laid out as follows: "Credit does not apply to shipping fees or discounted orders". I've read through the terms and conditions and have found no wording that substantiates their billing practice. Additionally, I have tried numerous times to have their customer support point me to documentation regarding the use of credit. They are unable to and have hung up on me three different times. I also scheduled an appointment with a manager but did not receive a call. I would be content paying for the upgrade if they could provide me documentation from their website. However, in the absence of this documentation, this feels like a fraudulent charge and calls into question their ethical business practices.

  Business Response

  Date: 10/17/2023

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

  Customer Answer

  Date: 10/20/2023

   
  Complaint: 20737723
  
  I am rejecting this response because: while I very much appreciate the pricing correction in my case, Im concerned about other consumers. Without including this restriction (i.e. credits can not be used for add ons or premium upgrades) on your website or in documentation, other customers will run into the same issue. Please amending your website to clarify this billing policy.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/13/2023

  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.

  Green Chef recipes are fine, but the user interface and the customer service are absolutely awful. Last week, I logged on to see if I had any upcoming orders because I knew that I didn't need a box to come. It showed that I had no upcoming orders or charges, so I logged off. Unfortunately a nearly $100 charge showed up on my credit card. When I called customer service, the agent told me that she could see the orders and asked why I hadn't cancelled the order since I had cancelled them in the past. Obviously, I am aware of the interface and I know how to manage my order. When I told her as much, she admitted that this is not the first time that a customer has told her that their orders are not showing up when they log into their account. She told me that they were refunding the box and the credit would be applied to my next account. I didn't get to choose what was in the box, and it included an allergen that I would have otherwise avoided.Unfortunately, the credit was not applied to my account and I have been charged again, with no way to pause my subscription. I called the same customer service line TWICE, and received nothing but static until the system hangs up on me a minute or so later. I have used many of these services in the past and I would absolutely recommend any of them over Green Chef. Awful service and no follow up. Learn how to run a business and an effective user interface.

  Business Response

  Date: 10/16/2023

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

  Customer Answer

  Date: 10/17/2023

   
  Complaint: 20733170

  I have also responded to the email that I received directly, which I will copy below. I have legitimate doubts about the ability of Green Chef to properly operate and I believe that this complaint ought to stay open until the refund has been processed to the original form of payment. I only received verification of the refund after contacting the BBB, (not 30 minutes after my customer service call, which is what I was told to expect) so it is my belief that this platform is necessary leverage to ensure that this complaint is correctly resolved.

  Email Response: 

  I am happy to mark the complaint as closed after the refund has been issued. On my second customer service call I was told that I would receive a verification email of my cancellation and refund, which did not happen. At this point, I feel that it would be preemptive to assume that the refund has been correctly processed until I see verification from my financial institution.
  
  Additionally, there were TWO boxes that I was charged for because your interface neglected to show them as upcoming. I disagree that I should have to pay for either box because I did not want them, did not get to choose the items that I received, and made efforts to not get them. I performed my due diligence by logging on to check on my subscription, but your website provided the wrong information, leading to the boxes being ordered for the week of 10/10 and 10/17 when I did not want or need them.
  
  I have cancelled boxes in the past and this has not been a problem, and I have not had this issue with any other subscription service. Once again, I will mark the complaint as closed when I can verify that the refund has been properly processed.
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 10/27/2023

  Complaint can be closed. 

• Initial Complaint

  Date:10/10/2023

  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.

  This company falsely advertises. First, they refuse to show you the food ingredients until AFTER you provide your credit card.. Second, they say you can cancel at anytime, but this isn't true. They make you buy one box before cancelling. This company took my money and refused to refund. I cancelled immediately upon opening an account but they still sent a box.

  Business Response

  Date: 10/11/2023

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

• 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.

  This company uses shady tactics. They charged me for an order for which I immediately tried to cancel but they refused saying it was too late when the charge had just gone through and nothing had been processed yet. There was no communication prior to the order processing to say that it was going to happen or that I could make changes. I asked that the issue be escalated before anything really had time to process and they just said they would file a report and refused to cancel the order. This business uses shady tactics to get extra money out of people.

  Business Response

  Date: 10/09/2023

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

  Customer Answer

  Date: 10/17/2023

   
  Better Business Bureau:
  
  Green Chef refunded the charges for the shipment I wanted cancelled. 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:10/03/2023

  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.

  My account was charged and I definitely did not authorize this purchase. I was viewing meal options, then did not complete the transaction and their crazy problematic web site went ahead on it's own volition somehow and completed it the transactionn without my permission. I got no notification from Green Chef that this was ordered either. How can this be allowed? This is STEALING and ILLEGAL. They need to fix the site. The only way I knew that this happened was that I received an email from *** that I was getting something from Green Chef. I called their customer service and they said there was nothing they could do. Their system just assumed and went ahead and ordered their choices for the week even though I did not accept the choices, which I do not like.

  Business Response

  Date: 10/04/2023

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

  Customer Answer

  Date: 10/04/2023

   
  Complaint: 20692319
  
  I am rejecting this response because: they did not disclose any efforts to refund since I did NOT authorize a payment in their system. They have a bug in their web site that automatically processes, and they need to fix that and refund my money.
  
  **************************************************

  Customer Answer

  Date: 10/04/2023

  I just received a note just now that they are refunding me and the customer service person should have had more empathy which is true. I just looked into my account and they did indeed refund. I consider this closed so you can also close the complaint. 

  Thank you,

  *****

• Initial Complaint

  Date:10/03/2023

  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.

  On 9/22/23 I received an unaddressed general advertisement postcard offer from Green Chef at my new place of residence **************. See Exhibit 1. I went online to take a look at the offer and the current meals. I was asked to log in to my account I had created when I previously tried Green Chef. I was viewing meals, but had not saved a selection or proceeded with the order and abandoned the page and did not return to it until 10/2/23. See exhibit 2 screen shot. On 9/22/23 I received an email saying welcome back and that I had left items in the cart. On 9/23/23 I responded that I did not place an order please do not send and again on 9/28/23. See exhibit 3 emails. I called customer service on 10/02/23 and spoke with *****. She insisted that there was nothing that could be done and no one else to speak with that could rectify my complaint. That the order was placed without my participation and confirmation of credit card info or confirmation of delivery address. See exhibit 4 my previous address is still listed as the delivery address because I never executed the order, confirmed the order or confirmed the delivery address.

  Business Response

  Date: 10/04/2023

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

  Customer Answer

  Date: 10/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, My refunds were issued, and the problem resolved. I'm disappointed that I won't feel safe to explore options for future purchases due to this issue and hope this practice discontinues. 
  
  Sincerely,
  
  *************************