Green Chef Corporation

Complaint: ***
I am rejecting this response because:As I have mentioned previously, MANY times, I DID cancel the accountAnd no, it was not to another serviceYou show that weeks were skipped- I don’t know anything about that, and at that point the account was supposedly CANCELLEDYou indicate that I can reach out to yet another email address to receive a refund on the inferior quality of that one box- my reply to that is that I have already wasted countless hours of my life dealing with you people...you KNOW I’ve reported it as bad, so I see it as ridiculous that I now need to reach out again to yet another emailAs for receiving any of the shipments I was charged for, once again I am telling you that no, I did NOT receive anything...I really don’t care what you say your records show-I’m telling you that I didn’t get anything...so are you calling me a liar?!?! For all I know you can generate any “records” you want, and then try to intimidate me and/or make me look bad by tossing them around and saying they are realSeriously, you have shown your true colors here in how you handle a customer complaintAnd judging by all the other complaints of similar situations filed here with the Revdex.com against you, I see that I’m clearly not the first, and I’m sure I won’t be the lastYou have effectively stolen hundreds of dollars of my money, and I need you to refund me in full as I have requested in the pastIt’s the only resolution I am willing to acceptI would think you’d be more concerned with protecting the future of your company than trying to bully your customers by stealing their money and then refusing to believe themPlease see to it that I receive my FULL refund
Sincerely,
*** ***

Hi ***, I see that a member of our Customer Care team has already reached out to you to make this right Please let us know if you have any additional questions and have a great day!

Hi ***, I see you were able to speak with a representative regarding your order, which had been delayed in transit Website maintenance had prevented you from logging into your account, however, our website was up and running the morning after you reached out to us We
apologize about any inconvenience and appreciate your patienceWe do see that a representative was able to assist you, however please feel free to call us at ###-###-#### with any questions or additional feedback. Sincerely, Green Chef Customer Care

Hi ***, A member of our Customer Care team has reached out to you directly to ensure that this matter is resolved in a timely manner. Please let us know if you have any additional questions by calling us at ###-###-#### and asking for a supervisor

We have contacted the customer directly to make this right

Hi ***, I see that a representative from our Customer Care team was able to assist you with this. Have a great day! Best, Green Chef Customer Care

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Hi ***, A member of our customer care team reached out to you directly to make this right. Best, Green Chef Customer Care

Revdex.com:
I...

have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
 I was promised a refund and as long as I receive it, this is acceptable. I appreciate your help in resolving this matter so quickly.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Hi [redacted], I see that our Customer Care team has reached out to you regarding this and has made things right! Please let us know if you have any additional questions or feedback at [email protected].

Hi [redacted], We apologize about any miscommunication about your subscription and account with Green Chef.  We are a weekly recurring subscription service, and will automatically send and process weekly deliveries unless the order is skipped within your account or the account cancelled....

 Because we handle organic produce and source from local and regional farms, we do require 7 days notice to cancel deliveries, and all orders finalize at 12 Noon EST, 7 days prior to your delivery day.  This is explained during the sign up process, in our Terms of Service (which the customer must agree to in order to complete their account), and in your Order Confirmation email. While we do not currently offer a trial offer, we do offer first order promotions so that new customers can receive their first box at a discounted rate.  We understand that the seven day cutoff does mean that customers' second order will finalize the same day their first order arrives.  It is for this reason that we provide the exact cutoff time to cancel or skip your second order in your Order Confirmation email, as well as the ability to skip up to 5 weeks in advance within your Green Chef account. While we are closed on the weekends, your order had already processed on Friday, and we are not able to cancel it after that time. All deliveries finalize during the business week and our customer care team is available by phone and email Monday - Friday so that customers can reach us prior to their cutoff time with any questions or concerns.  You had not reached out to us until Saturday, after your order had finalized. We do automatically provide cancellation instructions 24/7 when customers email [email protected], which you received and followed over the weekend to cancel your account. We apologize that the information regarding your subscription and exact cutoff time for your second order were missed in our email communication and during sign up, as we do our best to be transparent to our customers regarding upcoming deliveries. We have attached your Order Confirmation email, which outlines the exact cutoff time for your second order, and a screen shot of both the sign up screen and sections 5 and 6 of our Terms of Service below which detail the cutoff time and your subscription service. We have also included the email communication with our Customer Care team.  While we are not able to cancel your delivery arriving this week, your account is cancelled and you will not receive any additional deliveries or charges to your account.  Note: The screen shot of our sign up says "“Your subscription includes future deliveries at $80.94 per week.  You can skip an order or cancel any time with 7 days notice before 12 pm ET.  To cancel your subscription please emails us at [email protected] or call ###-###-####. “ Depending on what plan the customer selects, the price will reflect the updated cost. This picture is used as a reference, and the customer would have read "deliveries at $112.92 per week" during sign up.

Complaint: [redacted]
I am rejecting this response because the business is deceptive and unethical.  I abided by all terms and conditions.  The product was also not welcomed, and sent anyway. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
I appreciate your help in facilitating this resolution.
Sincerely,
[redacted]

Revdex.com:
The business only reached out to me after receiving my complaint. Prior...

to my complaint they were satisfied with leaving my issue unresolved. As of now I have received the response by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Hi [redacted], We apologize about any confusion regarding your order with Green Chef.  You had received an email for one free box of Green Chef, which you had signed up to receive with a billing total of $0.00.  We give our customers up to 7 days prior to their delivery to edit their...

plan, order size, or skip the delivery, as we realize customers may want to change their first order before receiving it.  Shortly after signing up, you had edited your account preferences from one to two boxes.   As the promotion was for only one box, you were charged for the second box you had selected to receive.  We apologize if you had thought that increasing (doubling) your order would not change the original order total, however, the promotion you received was for one box only, as explained during sign up.  When you make changes to your account, you are notified with a pop-up box, and the changes in your number of diners and price are reflected within your account. While you had agreed to be responsible for managing your account and all charges that are incurred when you agreed to our Terms of Service upon creating an account, I do see that we were able to get this week's order cancelled for you as a one time courtesy, and the charge to your account has been refunded.  Please feel free to reach out to our Customer Care team with any additional questions.

Hi [redacted], We apologize about any miscommunication regarding your most recent subscription with Green Chef and in regards to our weekly cutoff time. As our customer care agents reiterated, we finalize all orders 7 days before the scheduled delivery at 12 pm EST. We do this so that we can...

coordinate with local and regional farms and source in advance, allowing us to bring the freshest ingredients from their farm to your door. Green Chef uses fresh and perishable ingredients that are sourced as soon as your order is finalized.  It takes the effort of many people, chefs, and farmers to prepare your box from the moment your box is ordered to the moment of delivery.  And, unlike other items you may have shipped to your door - a pair of shoes for example - our boxes cannot be returned, re-sold, or held in the warehouse due to their perishable nature, which is why our cancellation policy is so strict and why we are so proactive about alerting you to your weekly cutoff time. We alert customers of this cutoff during the sign up process, in our Terms of Service, FAQs, as well as in your account. Each specific delivery's cutoff time is also listed within your account in your "Delivery Schedule." Upon signing up for a Green Chef subscription and before you were allowed to create an account, you were required to agree to and accept our Terms of Service, which clearly state: "THESE TERMS OF USE (THE “TERMS” OR THE “AGREEMENT”) ARE A LEGAL CONTRACT BETWEEN YOU AND GREEN CHEF CORPORATION (“GREEN CHEF,” “WE,” “US,” OR “OUR”)....BY USING THIS SITE, YOU ARE AGREEING TO ALL THE TERMS; IF YOU DO NOT AGREE WITH ANY OF THESE TERMS, DO NOT ACCESS OR OTHERWISE USE THIS SITE OR ANY INFORMATION CONTAINED ON THIS SITE....5. PAYMENTYou agree that Green Chef may immediately authorize your credit card (or other approved payment method) for payment for any charges incurred under your account.You are fully responsible for all activities that occur under your account, and you agree to be personally liable for all charges incurred under your account. Your liability for such charges shall continue after termination of this Agreement.If you have a question about any Green Chef charge on your credit card statement, please follow the instructions found on the Site to contact customer service....When you sign up to become a Subscriber, your subscription will automatically renew until you cancel it. You can skip a delivery or cancel your membership at any time. Please visit the “My Account” or “Frequently Asked Questions” section(s) of the Site on instructions on how to do so. Please be aware, however, that because we plan, purchase, and prepare our meals in advance, both the skipping service and cancellation request require advanced notice to Green Chef, as set forth more specifically on the Site. If you miss these deadlines, you will be responsible for paying the applicable amount, and the cancellation will take effect the next week." You can view our full Terms of Service at https://greenchef.com/terms.  Regarding the two shipments associated with the charges you would like refunded, we are showing that both shipments were delivered successfully to the address on your account.  As these orders processed correctly per the settings on your account, you are still responsible for these charges.  When you contacted us for the first time regarding cancelling this account on July 12th, it was too late for us to re-route or change the address for the box that had shipped on July 10th.  Regarding the second box, while it was too late for us to cancel the order completely, we had offered to update the shipping address for you if needed, which you had declined. Rest assured, your account associated with these charges was cancelled on July 12th, per your request, and your July 19th delivery was your last as you had cancelled after that order's cutoff time.

We reached out to the customer directly regarding this issue.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I would continue to encourage you to consider making it easier to cancel. Even adding a line that the response is automated and to check junk mail folders would be nice to do. I receive all of the other Green Chef emails in my inbox. The fact that the only email from you that went to my junk mail is the cancellation email, is problematic. Why not make it more clear? Do you really want me to receive a box I don't want?  I can't think of any reason for that--except that it helps your bottom line. That's unethical, in my opinion. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]