Complaints

This profile includes complaints for FreshDirect's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  FreshDirect

  2 St Ann's Ave Bronx, NY 10454

  
• 

  FreshDirect

  2 Saint Anns Ave Bronx, NY 10454-4610

  

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:01/29/2024

  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.

  FrshDirect sends coupons in the mail to induce the consumer to order, then fails to honor the codes. When customer service is contacted, about half the time, they apologize and honor the coupon and the other half they refuse, for no provided reason. This is false, deceptive and misleading advertising, falsely promising consumers a discount for shopping. For example, I received a coupon in the mail with a code of ******* for $25 off an order of $99 or more, with no other restrictions. I emailed copies of the mailer and tried to speak with FreshDirect ***************** A person identifying themself as "iris" refused to assist for no given reason.

  

  Business Response

  Date: 04/11/2024

  Thank you for reaching out about your recent experience. We sincerely apologize for the delay in responding to your complaint and for the frustration caused by receiving a promotion you couldn't use.
  We understand that promotions targeted at various customers can be confusing. The agents you spoke with should have been able to provide a more consistent resolution. We'll be reviewing their handling of the situation to ensure they're equipped to effectively address similar concerns in the future.
  While it was not the optimal solution, we honored the promotion via a store credit on January 26, 2024.
  We appreciate your feedback and apologize again for the inconvenience. Your experience helps us improve our communication and ensure our promotions are valuable to all customers.
  Please don't hesitate to reach out to customer service if you have any questions.

• Initial Complaint

  Date:01/05/2024

  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.

  I just had a delivery dropped off to me by ****************** he proceed to curse me out and tell me to **** *** **** he was very unprofessional and disrespectful and I will never order from here again if he still an employee

  

  Business Response

  Date: 01/23/2024

  I have reviewed the complaint and I am unable to find an account with the information provided.  The Email address given does not appear to be a valid Email address.  I attempted to call the customer on the phone number provided.  A woman answered the line.  I asked for the customer name provided and the call disconnected.  I called the number right back and it went to voicemail.  I left a message for the customer to give me a call regarding this matter.  I do not expect to receive a return call.

  If the customer responds to this complaint, it would be helpful to have the actual order number to further investigate this matter.

   

  Thank You.

• Initial Complaint

  Date:12/27/2023

  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.

  On Friday, December 15, a Fresh Direct truck rammed into a pillar at the entrance to our street. I called it in to Fresh Direct right away with all the details and a report was made by a very nice customer rep named ****. She said that someone named ****, who runs the transportation unit there, would be calling me the next day (Saturday) or certainly by Monday. No such call has happened and it's now a week later. **** had said I could ask for her if needed, but nobody at Fresh Direct will even relay a message to her. Meanwhile, various reps by email tell me I'll be hearing back. What's really sad is that we've probably spent $100,000 over the decade from Fresh Direct in NY and CT, or certainly at least more than $50,000. We like the products etc. But our road association here is very unhappy about the lack of care by Fresh Direct over this. Thus, I told them I'd file this complaint, and, if need be, a Small Claims Court action next week. A truly unfortunate way to be treated during the holidays. Photos of the damage were sent early in the week. Thank you, BBB.

  

  Business Response

  Date: 01/24/2024

  This matter is currently being handled by our insurance company. *** (customer) has been in contact with the insurance adjuster and is currently waiting on estimates to be submitted to have the damage repaired. 

  We apologize for the delay in responding.

• Initial Complaint

  Date:08/18/2023

  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.

  They deliver before the delivery window dont follow instructions left on your account and then customer service is extremely rude. Definitely wouldnt recommend.

  

  Business Response

  Date: 08/21/2023

  We are very sorry the customer had this experience with our service.  We attempted to deliver a few minutes before the delivery and attempted to reach the customer.  After waiting for a few minutes in the delivery window the order was returned. At the time of delivery there were no instructions on the order to leave it unattended.
  Customers can add special delivery instructions to their accounts in two ways: 1-during the checkout process, which is in affect for that order only and 2-it can be added to the account, which will apply to all future orders placed or modified.
  For the order in question the customer did not add the special delivery instructions to leave the order unattended during the check out process.  The order was placed at 2:54PM on August 16, 2023.  We do show the option to leave the order unattended was added to the account level at 6:22PM on August 17, 2023.  The order was not modified, so the account level change was not applied to the order. The order was scheduled for delivery on August 17, 2023, 6P-8P. 
  Again we apologize for the inconvenience this has caused and we will remove this customer from all future marketing communications.

• Initial Complaint

  Date:05/19/2023

  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.

  In December 2022, I canceled my Fresh Direct membership due to multiple, repeated issues with delivery, incorrect and/or missing items, and poor quality (spoiled food). However on May 9, 2023, I was charged $137.55 by Fresh Direct for their free delivery pass service. I tried to dispute the charge with PayPal but Fresh Direct told PayPal that the charge was authorized. I never received any email notifications regarding this charge or membership renewal. This is unacceptable and terrible customer service.

  

  Business Response

  Date: 05/23/2023

  I am sorry to hear ******************** has chosen to stop shopping with FreshDirect.  Upon review of her account, I do not see where she contacted us to cancel her Delivery Pass.  The last communication we had with her was regarding a delivery in November 2022.

  Since the Delivery Pass was not cancelled and the auto renewal was not turned off, the Delivery Pass was automatically renewed as per the policy. ******************** contacted us on May 10, 2023, to advise we charged her for the Delivery Pass and that she contacted PayPal and put in a dispute.  Once a dispute is filed with PayPal, we are unable to issue a credit.  It will be handled as a part of the dispute resolution.

  On May 9, we received and processed the refund via PayPal as shown in the attached picture.  Therefore,no further refund is required on our part. 

  We thank ******************** for her past business and look forward to serving her again in the future.

  
  

  Customer Answer

  Date: 05/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Thank you for your response. 

  On May 9th, PayPal notified me that the charge would not be refunded (see attached document). A PayPal customer service agent told me that the company informed PayPal that the charge was authorized and therefore PayPal didn't have the ability to refund the charge. 

  On May 20th, I was charged $137.55 again from FreshDirect (see attached document).

  In regards to cancelling my account, I actually spoke with customer service about this twice in my history with the company and finally made this decision after my December 9, 2022 delivery.

  On 8/30/22, I emailed FreshDirect with video showing a FreshDirect delivery vehicle driving recklessly in Manhattan. The driver was cursing and shouting while driving in midtown Manhattan. This did not make me feel comfortable about having this potential driver being the person who could be delivering my groceries to my apartment. 

  On November 22, 2022, I emailed with 'Jan ********************************************** Service Supervisor' due to numerous deliveries going to wrong addresses, poor quality items, missing items, etc. *** assured me that my next delivery would be smooth. However, that was not the case and I decided to cancel my account the next month in December. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  

  Business Response

  Date: 01/23/2024

  We sincerely apologize for this delayed response.  

  Reviewing the information from the customer, we do not see a charge for $137.55 on May 19, 2023 on the account accessed with the information within this complaint.  We do see that amount was charged on May 9, 2023.  if there is an order number associated with that charge it would be helpful for further investigation.

  All complaints regarding our delivery team are addressed immediately and the appropriate disciplinary action is taken up to termination.

  We thanks the customer for her past business.

• Initial Complaint

  Date:12/01/2022

  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.

  I placed a order with fresh direct on November 22nd order number *********** shortly after the order was canceled n they expressed to me it was a technical issue going on I then said fine just cancel it then when I log into my EBT I can see I was charged for the order a total of $367.33 I have various screenshots of proof it was charged n the still insist its a hold it will fall off in 24/48 ******** funds will go back to my EBT it is now 12/01 n still no refund please help

  

  Business Response

  Date: 12/08/2022

  We apologize to **************** for the length of time it took to resolve this matter.  Due to a technical issue we had in our facility we were unable to deliver the order on November 22.  As the order was paid with EBT,those transactions are all processed to ensure payment.  Once the order was not delivered and we attempted to submit the refund we ran into an issue where we were not able to issue the refund all at once. 
  Due to this we will have to issue the refund in multiple parts.  The amount will equal the total value of the refund requested.

  Customer Answer

  Date: 12/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I recieved a call from a rep at fresh direct calling me a liar making fake accusations Twds me insinuating I was lying that they did not charge my account I can let u hear my transaction history on my phone or record the audio for u as well as to also send u various screenshots of my log in on the *** website displaying when the transaction was made and also when the charge posted to my transaction history they do not want to take responsibility for what they did n do not want to resolve the matter they are horrible
   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer Answer

  Date: 12/10/2022

  I recieved the refund on behalf of fresh direct thank u soo much for ya help they did treat me rudely and def were refusing to resolve until the BBB stepped in that can not go unoticed I would hate for another customer to have to go through this scenario as I did.

• Initial Complaint

  Date:09/21/2022

  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.

  Fresh Direct has sent me multiple mailers (paper postcards) and emails, offering a code "********* for $25 off any order of $99 or more placed before, in the case of the email 9/30/22 and, in the case of the postcard, 10/12/22. There are no other restrictions other than that the mailer is intended for the Fresh Direct customer (I am one) at the address (mine) to which the card was sent. Twice now, I have received these types of inducements to order from Fresh Direct and, in both instances, when I complete my "shopping" and go to enter the code, it is not accepted. When I contact customer support, in both instances, the representatives told me they were very busy because they had to handle multiple customer complaints simultaneously and couldn't assist me. I was told I could pay in full or email Fresh Direct and hope for better service. That is classic bait and switch. It is also misleading advertising. If Fresh Direct sends an offer, they need to honor that offer. If they don't want to honor it, don't send it. I have requested from Fresh Direct a $25 credit for the coupon they sent me as well as free shipping and handling to make up for all the inconvenience and run-around.

  Customer Answer

  Date: 09/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, in which ***** honored the $25 credit, and find that this resolution is satisfactory to me and the matter has been resolved.  I would still like to note the terrible customer service provided by **** and ****** and respectfully request Fresh Direct provide further training to those two employees.  Thank you.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:09/16/2022

  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.

  I was charged $86.02 by FreshDirect, for an unknown charge. I spoke to two different agents who informed me that the $86.02 would be fully refunded, and that I would receive an email confirmation informing me of the same. As of yet, the $86.02 has still not been refunded, and I have not received any email confirmation that it has been or will be as of today.

  

  Business Response

  Date: 09/30/2022

  ****************** contacted us on September 16, 2022, and it was explained the charge is for our Delivery Pass.  The customer asked to have the pass cancelled and the amount refunded,which was done on that day.  The amount was approved and sent back to his financial institution on September 17, 2022.
  We apologize for the inconvenience this may have caused and appreciate his business.

  Customer Answer

  Date: 10/07/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/22/2022

  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.

  I placed an order with FreshDirect and my delivery date was for Friday, Aug 19. On the day of my delivery date I received an email from them stating that several of my items were "MISSING". (See Below)Unfortunately, one or more items that you ordered are unavailable.ITEMS NOT IN YOUR ORDER 2/0Chobani Non-Fat Greek Yogurt, Strawberry Blended - (32oz) 1/0Chobani ****************** *******, Caramel Macchiato - (24fl oz) 1/0Coffee-Mate ******************** *******, Vanilla - (32fl oz) 1/0Just FreshDirect Local Organic Large ***** Eggs - (1 dozen) 1/0Fresh Black Mission Figs - (approx. 8oz) 1/0Organic Broccoli - (approx. 15oz) 1/0Organic Broccoli Slaw - (approx. 10oz)Please note that you have not been charged for these unavailable item(s). If you would like us to replace the item(s) at your convenience, please call us at **************.The rest of the order (#***********) is on its way to you. It will be delivered between 10:00 AM and 12:00 PM on Friday, August 19, 2022.Your final order amount is $180.77. Click here to view your order details.They are suppose to reimburse me $180.77. I never received an "ADVANCE NOTICE FROM THEM", which would have allowed me to cancel this order.This morning I see that Fresh Direct put in for a payment of $207.13 from my bank account. I want the refund that they owe me, $26.36. This company has made too many mistakes like this, but this is the absolutely worst. I want my refund and they can take only what is owed, $180.77, and they don't deserve that. I was not compensated for the "MISSING ITEMS", nor was I given an apology. No company is this careless, but obviously, FRESH DIRECT.

  

  Business Response

  Date: 08/25/2022

  I apologize for the experience you had with your last order from FreshDirect. This is not how we expect these issues to be handled.

  
  We are continuing to work on technical issues that have been affecting the refrigeration in our facility. Our customers health and safety are our top priority and out of an abundance of caution, we were unable to deliver some of your perishable items on that day. 
  
  I see that you spoke with our customer service team, and we explained why the items were missing and that you were not charged for them. We fell short on the proactive communication, and we are sorry for that.
  
  The $207.13, was a temporary authorization to cover the items selected for the order.  Once the order was picked and processed, we sent an updated amount to your bank of $180.77,which accounts for the items that were sent to you.
  
  We value you as a customer and appreciate your business. 

  Customer Answer

  Date: 08/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Unfortunately it was "NEVER EXPLAINED" as to why 7 items were missing from my order.  There was no such event that the items were not evailable.  The night I ordered they were available and the morning I saw the notice the items were still available.  I received no credible or believable  explanation.  I am extremely disappointed .in this situation.  The reason for delivery is for "convenience" this was definitely NOT CONVENIENT i WOULD HAVE DONE BETTER GOING DIRECTLY TO THE SUPERMARKET.

   rder for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  

  Business Response

  Date: 09/07/2022

  The final amount of $180.77 reflects the difference of the items that were not delivered and were not charged. The amount of $26.36 is that amount.  As the customer was advised on August 20, the authorization hold will be released and only the final charge of $180.77 will reflect.  The timing is determined by the financial institution.

  Because we do value the customer and they have continued to shop with us since this event, we will issue a goodwill credit for the experience.

  Thanks

  
  

  Customer Answer

  Date: 09/29/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************************