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:07/18/2025

  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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  Cheyenne Sbscription meaning I would have to go through this all over again next week.07/16/2025 - I was forced to have a third subscription so I could actually receive my refund. I was still charged $11.48 for $104 worth of food.I never was reached back out to, nor refunded my money for dangerous and hazardous food delivered "fresh" to my doorstep. I'll be expecting next weeks order to be delivered warm as well since it travels two state lines to get to our home, with 3 ice packs and not in an insulated van. I want a refund of $129.48 which is all 3 weeks of meals attempted to be edible by this company.

  

  Business Response

  Date: 07/21/2025

  I am so sorry to hear the first two boxes received were warm (7/09 & 7/16). They have both been refunded to the payment on file - $64 & $54 ($118 total). There is a credit of $104 that applied to the box arriving this week on 7/23, w/ $11.48 charged to the card. If the box arrives int his condition again or if anything is amiss, we are happy to process a refund for this one as well. Simply reach out and let us know! We are here for you!

• Initial Complaint

  Date:02/14/2025

  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 not heard from the business in response to my complaint.

  

  Business Response

  Date: 04/02/2025

  Since filing this complaint - the customer has since been refunded the $90 back to their form of payment.

  A subscription is required when redeeming a gift card - however - they do have the ability to cancel their account or **** orders before a deadline to avoid charges. 

• Initial Complaint

  Date:09/25/2024

  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 have not heard from the business in response to my complaint. They simply refused to cancel my order. fresh produce so clearly hasn't been packaged etc.). I let them know that I would be forced put a stop payment on my credit card and file a complaint with the Better Business Bureau and was told there was nothing they could do.

  

  Business Response

  Date: 10/08/2024

  The customer was charged in accordance with our Terms and Conditions that state we are a recurring weekly service and the customer will be charged each and every week unless they contact Purple Carrot and skip a shipment or cancel their account prior to the preset cancellation deadline. This information is clarified at checkout, in our FAQs, and in the welcome emails received by the customer.

  During subscription creation, it is required for the customer to enter their card information securely and confirm a checkbox which states: When you check this box, you agree to automatically renew your subscription each week and allow us to charge your card $__* + any applicable shipping (less any coupons or discounts) every Wednesday. (*The amount charged may change depending on your order.) You can cancel your subscription at any time, you just need to do so by 11:59PM EST on Tuesday the week before your next scheduled delivery to avoid being charged for another box. You can cancel or change your meal plan or payment method any time by logging into your account at *************************************** or by contacting us at ************.

  Acknowledgement of this checkbox by the customer is required to activate a subscription. Payment entry and subscription acknowledgement are required within the same step, the last step before subscription activation. The customer could not have made a purchase (activated a subscription) without checking the box that acknowledges a subscription is being created.
  
  The customer successfully received this package on 9/30/2024 as verified via ******'s delivery confirmation (tracking number 1LSCXZH003U3V2M) and never reached out about the non-receipt of this box.

  
  

  Customer Answer

  Date: 10/10/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  in the process of setting up the account initially, I was brought to a page to decide what products I wanted to order. I did not choose any products as I determined at that time that the service was not going to work for me (Oddly, they require you to enter billing information prior to viewing the products... now i understand whythats how the only way the trick works). Given that I did not choose any products to order, it was my assumption that I would not be billed, and there would be nothing sent to me. The moment that I was informed that I was charged, nearly a full week before any shipment was to arrive, I reached out to the company to let them know the situation and to have them cancel the order and refund my money. They refused. They clearly had the opportunity to make this right and chose instead to force me to accept products that I did not choose and refuse to refund my payment.  Their company delivered perishable items to my doorstep, that I clearly indicated I did not want at least four days prior to the shipment even going out. Not only is this wasteful, but they knew exactly what they were doing and CHOSE to waste this unwanted food after I made it abundantly clear that I would put a stop payment on the card and file a BBB complaint.  Is this really how we want business to be done? Is this really the reputation that they want? Please refund my money immediately. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  

  Business Response

  Date: 10/21/2024

  The customer was charged in accordance to our terms and conditions that state we are a recurring weekly service and the customer will be charged each and every week unless they skip a shipment or cancel their account prior to the preset cancellation deadline.

  Customer Answer

  Date: 10/21/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I am simply asking that I be refunded for the products that I did not want (for which I notified you within minutes of the charge being made).  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  Date:08/01/2024

  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.

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  The business states that they issued a refund, they did not. They issued a partial refund as stated in my complaint. They admitted that their system didn't "work" and was often "frustrating" for the customer service person, yet I am left paying for terrible food that I had to cancel multiple times. Again, the refund was partial, I am asking for a full refund. I cannot accept the response as is it is not accurate. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Whitney

   

   

  

  Business Response

  Date: 08/07/2024

  Refund has been issued

  

  Business Response

  Date: 08/08/2024

  Our system does not have record of any account cancellation processed prior to 8/1 or any **** for the 8/7 delivery. This is why an shipment was confirmed for the ********************************* account. ********************************************* sent an email with a heads-up that the account was scheduled for an upcoming box just in case the customer would like to **** the order or make any last-minute edits. No action was taken before the agreed upon deadline for this box, 7/30/2024 by 11:59pm ET. The editing window started minimum 6 weeks ahead of this deadline when the menu was published onto the site. Since Purple Carrot cannot systematically stop the production or shipping of a confirmed box, we provided the customer with a 50% off discount as a one time courtesy, as a gesture of good faith. The shipment arrived on 8/7 as scheduled: *******************************************************

  Customer Answer

  Date: 08/12/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  This is a ***eat of already established information. I went through your system and cancelled. I did not call and make sure you did what you said you would do and cancel my account, as I explained to your customer service **** ** I had good faith that you would complete the cancellation. I was then out of the country and came home to find I was being charged for food I did not want, did not select and could not use even if I had found the product edible. When I called, your **** explained your system was not always great and offered half off. I should not be put in this position as the customer. You charged me well after I requested a cancellation. That is not okay. Your system failures should not be laid on the customers shoulders. That is my issue. And why I requested a full refund. The food was only delivered (after I requested several options other than delivery including donation as I could not use the food and did not want it rotting on my porch) because your *** said your system, again, could not alter anything or any other option. That they wished the system was better but I was stuck with a charge and your product as a result. Perhaps put your energy into fixing your system so customers don't have to spend hours online trying to remedy your mistakes in the future?
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Whitney

   

   

• Initial Complaint

  Date:06/10/2024

  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 have not heard from the business in response to my complaint.point because I do not have space to store it. I want them to put a process in place to ensure the a user is reactivating their account. My suggestion to their support team was to send an email stating that the account had been reactivated and to contact them if this was a mistake. Would I have received an email like this, I would have made sure to cancel.

  Customer Answer

  Date: 06/26/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The email that the company is referencing does not indicate anywhere that I had reactivated my account. I have attached a copy of it. This is a dishonest business practice. They must confirm with the customer that they wanted to reactivate their account. Instead, they just sent an email saying, make your picks for next week. If you dont know that your account has been reactivated then this just looks like junk mail. I want some accountability from the company that the way they are operating is dishonest and can be improved to ensure the customer trusts them. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Matt

   

   

  

  Business Response

  Date: 06/25/2024

  The account under ********************* was reactivated by the user on 06/03/2024 at 11:02 AM Eastern Time: Device: iPhone - Mobile Web, Platform: iOS 17.4.1, ************** Safari 17.4.1.

  The account remained active and since the 6/11 shipment was not skipped, it confirmed after the deadline to make changes for this order, 11:59pm Eastern on 6/4/2024. Prior to this deadline, a reminder was sent directly to the customer at ******************************** regarding the 6/11 shipment. No action was taken despite this reminder. 

  The customer was charged in accordance to our terms and conditions that state we are a recurring weekly service and the customer will be charged each and every week unless they skip a shipment or cancel their account prior to the preset cancellation deadline.
  
  

  

  Business Response

  Date: 07/08/2024

  All evidence has been provided.

  Customer Answer

  Date: 07/09/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint

  the business did not supply any kind of response. It was just the auto filled form from BBB

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Matt

   

   

• Initial Complaint

  Date:03/30/2024

  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 wanted to check their website to see what they had to offer. It required me to active my account that I created a long time ago. I clicked "yes." Unbeknownst to me, they activated some meal delivery plan and processed order, without any prompt on the website. There were no questions on whether I was willing to pay. As soon as they notified me of shipment of meals, I contacted them immediately and requested cancellation. They said that it was too late. It was an illegitimate business practice. I will contact the attorney general of the ************** if necessary to make this just. Thanks.

  

  Business Response

  Date: 04/03/2024

  The customer was charged in accordance with our Terms and Conditions that state we are a recurring weekly service and the customer will be charged each and every week unless they contact Purple Carrot and skip a shipment or cancel their account prior to the preset change deadline. This information is clarified at checkout, in our FAQs, and in welcome emails received by the customer. The change/cancellation deadline for the order in question (delivered 2/7/2024) was on 1/30/2024 by 11:59 PM ET. The account was canceled on 2/4/2024, after this deadline. No skips were initiated in our system prior to the deadline for the delivery so the account was charged and the order was sent. The customer agreed to auto-ship nature of our subscription service at the same time as agreeing to the terms and conditions of our service - upon subscription activation.
  
  It is the customer's responsibility to cancel their account and manage their orders. Cancel and Skip instructions are always available on the My Account page of an active account. Instructions on how to cancel are located in our FAQs on our website, easily accessible to logged in and logged out users. A confirmation email is always automatically sent to the email on file once cancellation is completed. 
  
  The customer was charged in accordance with the weekly authorization process as stated in Purple Carrot's Terms and Conditions. The customer successfully received this package as verified via Better Trucks' delivery confirmation (tracking number BTS_0225KUPO0EK) and never reached out about the non-receipt of this box.

• Initial Complaint

  Date:03/19/2024

  Type:Sales and Advertising 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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 03/20/2024

  The order has been fully refunded.

• Initial Complaint

  Date:01/25/2024

  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.

  Purple carrot is a meal kit company.They were to deliver on Jan.16 a fresh vegetable box overnight. The box arrived 3 days late,frozen half the box ruined.Purple carrot has been difficult to contact to the point of non contact.My wife and I are very unhappy and even after canceling all future purchases we received and were billed fora second box We are seeking an end to the charges and money refund for the ruined box.

  

  Business Response

  Date: 02/14/2024

  This charge was refunded on 1/24/24.

• Initial Complaint

  Date:01/03/2024

  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.

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [This response is not accepted as it was the very first box that was delivered late but I was NOT informed that the delivery would be late on my payment receipt. Had I known the first delivery would be late, I would have waited until the following week so my mom could assess whether or not she enjoyed the box. Also, I would have had time to choose options that did not have options. As it happened, the late delivery arrived 1/5 and the very next box arrived only 4 days later on 1/9. On the day that I contacted Purple Carrot to complain about the issue, the 1/9 package had not been shipped. Again, Purple Carrot is not admitting that they package late delivery notice was NOT shown to me at the time of purpose, during the checkout process, or in my email confirmation.  ]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Rosetta

   

   

  a type chat with customer service and they would not offer my money back from the first week or the second week. The second week is showing as pending on PayPal so I will dispute that once it posts. We cannot determine whether or not we will keep the service because we have no product because they did not honor the delivery date. Please help, thank you. I just want my money refunded. Also, this was a gift for my mom, ***********************, so that is the name Purple Carrot/Three Limes has as my delivery order.The images show on my 12/20 that the shipping delivery is supposed to be 1/2. Also, the tracking screen was just taken a few minutes ago and you can clearly see it hasn't been picked up by the carrier yet.

  

  Business Response

  Date: 01/10/2024

  Depending on your location, your delivery day may be a Saturday,  Monday, Tuesday, or Wednesday. The weekly deadline is always Tuesday the week prior to shipping-- some folks get their very first box the same day as the deadline or the day after. Because of this, we give you the ability to customize or skip an upcoming order 4 weeks ahead of time (starting the moment you sign up). This encourages activity on the account with some regularity, but not to the point where you have to log in more than 1x a month. A delayed shipment cannot alter the deadline we have for shipping out boxes, unfortunately. Our sincerest apologies for any frustration. 
  
  
  

  Customer Answer

  Date: 01/10/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [This response is not accepted as it was the very first box that was delivered late but I was NOT informed that the delivery would be late on my payment receipt. Had I known the first delivery would be late, I would have waited until the following week so my mom could assess whether or not she enjoyed the box. Also, I would have had time to choose options that did not have options. As it happened, the late delivery arrived 1/5 and the very next box arrived only 4 days later on 1/9. On the day that I contacted Purple Carrot to complain about the issue, the 1/9 package had not been shipped. Again, Purple Carrot is not admitting that they package late delivery notice was NOT shown to me at the time of purpose, during the checkout process, or in my email confirmation.  ]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Rosetta

   

   

  

  Business Response

  Date: 02/14/2024

  I apologize for any confusion regarding shipping earlier this year, *******. Your $45 credit has been changed to a refund. 

• Initial Complaint

  Date:12/31/2023

  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.

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 01/10/2024

  All inquiries from this customer have been replied to. The customer has received full refunds for both undelivered boxes.