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:02/06/2023

  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.

  I have attempted to cancel this charge multiple times for the last year and it never stops. I dont even know what the charge is for. I want it cancelled

  Business Response

  Date: 03/06/2023

  Hi ****,

  It looks like you inadvertenly signed up for our subscription so I have refunded your subscription charge as in full. Rest assured that you will not be charged any further since I've canceled your VIP subscription.
  
  Please let me know if you need anything else.

• Initial Complaint

  Date:10/12/2022

  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.

  In late 2021 I ordered washing machine cleaning tablets from Instantly Fresh one time. I did not intentionally opt in for the *** service. Nor did I receive any reminder emails as the customer service rep claimed. Had I received an email, I would have immediately canceled the *** subscription. My initial purchase was on 12/4/2020. Starting on 1/8/2021 I was charged $17.73 every month for the *** subscription. The day the charge would occur has drifted throughout the month to not trigger any recurring charge notification. The charges in 2021 were billed on 1/8, 2/14, 3/14, 4/11, 5/16, 6/20, 7/18, 8/22, 9/24, 10/24, 11/27 and 12/25. This is clearly a deceptive business practice meant to hide the recurring charge. I called customer service on 10/11/2022 to cancel my subscription and was given a cancellation confirmation and told I would get a system generated email shortly. I have not received any confirmation on cancellation from the company. When I sent them an email directly to their customer service email, I got a response from my email provider that they message was unable to deliver. When I called my credit card company, they are currently unable to block any future charges because it is a dispute between myself and the business and not a truly fraudulent charge. InstantlyFresh.com is a predatory and deceptive business that needs to be shut down and prosecuted for their practices. This company has taken $372.44 from me over the last 2 years in small increments. They automatically opt you in to their *** service and then hide the transactions from you on an ongoing basis. They make is impossible to stop the charges.

  Business Response

  Date: 04/28/2023

  Hi ***,
  
  We would like to sincerely apologize for any inconvenience caused by the subscription charges on your account. We understand that you were not aware of the subscription and did not intend to sign up for it. We are truly sorry for any confusion or frustration this has caused you.
  
  We have reviewed your account and confirmed that you were indeed charged for a subscription service that you did not knowingly sign up for. As a result, we have processed a full refund for all subscription charges made on your account for the subscription service.
  
  We understand that this experience may have caused you to lose trust in our company and we want to assure you that we take full responsibility for this mistake. We have taken steps to prevent similar issues from happening in the future and are committed to providing you with a positive experience.
  
  If you have any further questions or concerns, please do not hesitate to reach out to us. We are here to assist you in any way we can.
  
  Thank you for bringing this to our attention and giving us the opportunity to make things right.
  
  Thanks,
  
  

  Customer Answer

  Date: 05/01/2023

   
  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:10/07/2022

  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.

  I bought some washing machine cleaning tablets from Instantly Fresh one time in 9/2021. I used a card that is used often for household purchases and frequent Amazon purchases - many charges a month. I dont know how I missed this charge for so long except that it would come in right after a new billing cycle, so the charge would show up and then quickly move down the page of transactions for the month. That is no excuse , but I just realized in 10/2022 that Ive been being charged $17.31 for some kind of VIP membership for an entire year! They claim I checked a box to sign up for this and agreed to it, but I do not recall that nor did I even know who Instantly Fresh was when I saw the recurring charge and started looking into it. I see others have had the same problem upon searching for anything on this company. When I pointed this out to the customer service representative, she explained that I received free shipping and membership when I checked the box. Seems like poor business practice if folks are being tricked into signing up for a membership in order to get free shipping on a one time order? She offered to refund me 50% of the last months charge, so basically $8. I told her that I had just explained to her I did not remember signing up for this and have not used it (they could see that when she looked up my account) and didnt even know who their company was! I havent gotten an email about my membership etc for an entire year- I searched for Instantly Fresh and their domain name and anything else I could think of. She then agreed to give me back 3 months of charges - Im grateful for that. As an employee, this was not her fault, but Im still coming here to report them. How sad that companies can do this to people. Even more disappointing is that it took me a year to even notice. ****** learned. I just wanted to get the warning out there to people before they purchase anything from them. Poor business practices.

  Business Response

  Date: 11/23/2022

  
  I looked your order up and it looks like we were backordered for a few days which slightly delayed the processing of your order.
  
  After reviewing your unique order I can confirm that it was shipped out 2 days ago and you can expect the product to be delivered in the next 5-7 days. Thank you so much for your patience we really appreciate your business.
  
  Note: If you reply to this email our automated system will be triggered so if you need further assistance please type in the word "manager" and we will have a live senior customer service member respond to your email ASAP. Once again if you need further assistance please make sure you include the word "manager" in your email to avoid being forwarded to our automated system. Typically the manager will be able to reply to you within a few hours. 
  
  Regards,
  
  ***************

  Customer Answer

  Date: 11/23/2022

   
  Complaint: 18181157
  
  I am rejecting this response because: it doesnt even address the issue as stated in the complaint filed. An order being delayed and finally shipping was not the problem - being charged $17.31 every month for nearly a year after receiving the original order was the problem. 
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 12/05/2022

  Hi ******* ,

  Thank you for letting us know about this, and apologies for any inconvenience this has caused you.

  And it looks like you inadvertently signed up for our subscription so I have issued all your subscription charges and your initial order charge as well and to compensate you for the delay.

  The refunds will reflect in your account within 3-5 days depending on what bank you are with.
  
  Please let me know if you still have any questions or concerns and I'll be happy to help. Thank you!
  
  
  
  

• Initial Complaint

  Date:10/04/2022

  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.

  I purchased washing machine cleaning tablets from this company in May 2022. The company continues to charge my Discover card with a monthly payment of $17.31. I never received a receipt showing the exact cost of the cleaning product, I just keep getting charge $17.31. I never agreed to a monthly charge. I have sent the company emails with no response. Also tried contacting them by phone. Never get to speak to a live person, just put on hold.*******************************

  Business Response

  Date: 04/28/2023

  Hi ********,
  
  Thank you for bringing to our attention that you have accidentally subscribed to our service and would like to request a cancellation and refund.
  
  We understand that this can happen and we are committed to providing excellent customer service to assist you in resolving this matter.
  
  We have cancelled your subscription and initiated a full refund of its charges to your original payment method. Please note that it may take a few business days for the refund to be reflected in your account, depending on your bank's processing time.
  
  If there is anything else we can do to assist you, or if you have any further questions or concerns, please do not hesitate to contact **. We appreciate your feedback and strive to improve our service to ensure a better customer experience.
  
  Thank you for bringing this matter to our attention and we hope to have the opportunity to serve you better in the future.
  
  Thanks!

• Initial Complaint

  Date:10/04/2022

  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 September 15, 2021 I purchase some washing machine cleaners for $48.62 from Instantly Fresh. Thereafter EVERY MONTH and to the current date I have been charged, on my credit card, $17.31. That is a total of 12 months equaling $207.72 charged to my credit card FRAUDULENTLY. I made no purchased other than the original in September of 2021. I want my money returned and will do whatever I have to do to stop this "Instantly Fresh" fraud! Please help me do that.********************

  Business Response

  Date: 04/28/2023

  Hi *******,
  
  We are deeply sorry for any confusion or frustration you may have experienced.
  
  We understand that you were not aware of the automatic renewal of your subscription and the charges that were incurred. We want to assure you that we are committed to providing transparency and honesty in our business practices.
  
  As a gesture of our commitment to your satisfaction, we would like to offer you a full refund for the charges incurred. Please allow up to 3 to 5 business days for the refund to be processed and credited to your account. Additionally, we have canceled your subscription as per your request.
  
  We want to assure you that we take customer satisfaction very seriously and we are taking steps to prevent similar issues from happening in the future. We appreciate your feedback and we are using it to improve our processes and better serve our customers.
  
  Thank you for your understanding and we hope to have the opportunity to regain your trust in the future.
  
  Thanks!

• Initial Complaint

  Date:10/02/2022

  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 dont know anything about this company and I never signed up for anything with them. But this company has been charging me $17.31 per month for 13 months. They are not sending me anything. I did not ask for a monthly subscription and I do not want one. I would like all of my money back. I have emailed them and tried to call to resolve this. I knew I need to report this after seeing all of these other complaints for the exact same shady business practices.

  Business Response

  Date: 04/28/2023

  Hi *******,

  We are writing to apologize for any inconvenience caused by our subscription. We take full responsibility for any miscommunication or confusion that led to this issue.
  
  We understand how frustrating it can be to deal with unexpected charges, especially for a subscription you did not intend to sign up for. But please know we are committed to providing our customers with transparent and fair billing practices.
  
  We have processed a full refund of the subscription charges to your account, and we have canceled your subscription as requested. Please allow a few business days for the refund to reflect on your account.
  
  Once again, we apologize for any inconvenience this has caused you. We value your business and hope to have the opportunity to serve you in the future.
  
  Thank you.

• Initial Complaint

  Date:09/24/2022

  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.

  I just discovered a charge of $17.31 to WWWTryInstantlyFresh on my credit card. I purchase the washing machine cleaning tablets in September of 2021. I did receive the tablets and was charged $37.62. They have been charging my credit card $17.31 every month since October of 2021, which I just realized. I am not receiving any additional product nor did I sign up for any membership. I am requesting a refund of $190.41 and please close my account. The company has not responded back to my messages.

  Business Response

  Date: 04/28/2023

  Hi ****,
  
  We are writing to express our sincerest apologies for any inconvenience. We understand that you have been charged for a service that you did not intentionally sign up for and we recognize that this is unacceptable.
  
  We would like to offer you a full refund for any charges related to the *** subscription service. Rest assured there will be no future billing charges moving forward. The refund will reflect in your account within 3-5 days depending on what bank you are with. 
  
  Again, please accept our sincerest apologies for any inconvenience caused. We appreciate your business and we are committed to providing you with the best possible service.
  
  If you have any further concerns or questions, please do not hesitate to contact **.
  
  Thanks!