Green Chef Corporation

Hi [redacted], Thank you for reaching out to us and we appreciate your feedback. We apologize for any miscommunication regarding the customization options for Green Chef menus. Green Chef allows customers to choose from our wide variety of meal plans, with options to feed two people or a...

family of four. Simply pick your subscription plan and delivery day. You can find more about our meal plan options on our FAQ page here:https://help.greenchef.com/hc/en-us/articles/360000192743-Can-I-mix-and-mat...⇄ we try to be transparent that our meal plans are not fully customizable on our website, we do want to ensure that we prevent a similar miscommunication in the future. If you could provide us with specific examples from our website or ads of wording that we could improve, we will be able to share your feedback and experience with the appropriate team. Rest assured, you were not charged by Green Chef for your first delivery, as you had cancelled your account prior to any orders finalizing. Your first order promotion remains on your account, so if you do decide to try Green Chef in the future, you will still get your first delivery at a promotional rate. Please let us know if you have any additional questions or if we can provide additional assistance. Sincerely, Green Chef Customer Care

Hi [redacted], I see that we were able to assist you earlier today.  Have a great day! Best, Green Chef Customer Care

We reached out to the customer directly to resolve 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. They called me and said they would refund the $$...

and that it was their mistake.  Haven't gotten the rwfund yet but that is a start.  Thank you so much for what y'all do to help protect customers.
Sincerely,
[redacted]

Hello [redacted], We realize you had originally contacted us outside of our hours of operation, and we got back to you as soon as we opened and refunded you in full for your second order and had cancelled your account as per your request, understanding you had marked a different cutoff date on...

your calendar. While we did provide the correct cutoff time in your order confirmation email, we appreciate that you reached out to us so quickly, so that we could refund you and cancel your second order before it shipped, which gave you time to try your first box. We provide customers with their cutoff time, as well as the ability to skip any unwanted deliveries up to 5 weeks in advance to ensure that customers have a chance to try the service before committing to a second delivery.  Thank you, Our Green Chef Customer Service Team

The customer first reached out to us on November 10th at 6:57 pm EST requesting account cancellation.  We had responded on November 10th at 7:25 pm EST, less than 30 minutes later, with the instructions on how to cancel the account, the cutoff time for cancelling the account prior to future...

deliveries (7 days prior to delivery at 12 Noon EST), and offered additional assistance if the customer had any additional questions. The customer did not follow the cancellation instructions until Friday, November 11th, at 2:10 EST.  Upon cancelling the account, the customer was sent and opened an automatic Cancellation Confirmation email, letting her know that she had cancelled after the cutoff time for the November 18th delivery, and that that delivery would be her last.  The customer did not reach out to us again until Tuesday, November 15th, in response to the email she received letting her know that her order for delivery on November 18th had already shipped and was on it's way. At that time, we were not able to cancel the delivery, as it had already shipped and left our facility.  The customer did not mention any quality issues or feedback in first communication to our customer care team, however, upon seeing posts on social media that her scallions, cilantro, and mixed greens had arrived less than fresh, we refunded her $28.24 for those items she was unable to use.  As her first order was completely free of charge, this refund was processed towards her second order. We wish that the customer had followed up with us prior to her order finalizing or shipping, and apologize that our initial response and her initial Order Confirmation Email, which included the exact date and cutoff for cancelling her second order, were overlooked.  Especially if she had let us know that the specific meal plan she signed up for hadn't been the right fit, we would have worked with the customer to find an alternate meal option or other solution for her second week, had she contacted us prior to the order shipping. We have attached the customers initial Order Confirmation Email, our correspondence with the customer, and the customer's Cancellation Confirmation email.  We have also included a screen shot of our sign up screen, which also explains to the customer that they were signed up for recurring weekly deliveries and that the cutoff time was 12 Noon EST, 7 days prior to delivery. We do not accept returns, as our boxes are full of perishable organic produce and raw meat and seafood.  Once the box is delivered within the commitment time to the customer, it is up to the customer's discretion what they would like to do with the items ordered.  Regarding the customer's phone call to our company, we do believe that the customer may had called a different number by mistake, as our voicemail does not include a message stating we will get back to you within 48 hours.  We do provide an automatic email response, letting the customer know we will get back to them within 48 hours.  We do track and record all calls and voicemails for quality purposes, and were unable to find any record of the customer calling from the number associated with her account.  The customer declined to provide an alternate number she could have called from so that our team could investigate this further. At this time, the refund for $28.24 is the most we can offer, as the second delivery was delivered according to the customer's account settings.

Hi [redacted],  I see that a Customer Care representative has reached out to you to make this right.  Please let us know if you have any additional questions and have a great day.

Hello [redacted], We apologize that you are not happy with our cutoff time and policy.  However, we do make it clear upon signing up for our service - both before and after you complete signing up for your account - that this policy is in place.  We make this clear prior to completing the...

account, so that customers are aware that the policy is in place prior to any delivery or payment is processed.While we have shared your feedback regarding our cutoff time and policy, you had agreed to our cutoff and cancellation policy when you agreed to our Terms of Service, which is required in order to sign up for a Green Chef account. In our Terms, it states: "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”). THE TERMS EXPLAIN HOW YOU ARE PERMITTED TO USE THE SITE LOCATED AT THE URL: [redacted] AS WELL AS ALL ASSOCIATED SITES LINKED TO [redacted] BY THE COMPANY, ITS SUBSIDIARIES AND AFFILIATED COMPANIES (COLLECTIVELY, THE “SITE”). UNLESS OTHERWISE SPECIFICED, ALL REFERENCES TO “SITE” INCLUDE ANY SOFTWARE THAT GREEN CHEF PROVIDES TO YOU THAT ALLOWS YOU TO ACCESS THE SITE FROM A MOBILE DEVICE (A “MOBILE APPLICATION”). 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...""You 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...""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."Our full Terms of Service can be found here: [redacted]  Regarding any quality issues you had with your first delivery, as we explained in our response to you on January 19th, we take any quality issues very seriously, and ask that you please reach out to [redacted] so that we can fully address any quality issue you had with your first order and make things right. We have not yet received any communication from you regarding the quality issues you experienced, and ask again that you reach out to our customer care team so that we can report those issues and reimburse you for the items you were unable to enjoy.

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], We apologize about any miscommunication regarding your most recent subscription with Green Chef.  Looking through our records, you had opened this account on June 18th and your first delivery was scheduled for June 28th.  On this same day, you had skipped the following 4...

weeks of delivery (7/5, 7/12, 7/19, and 7/26).  After June 18th, we do not show that you accessed your account. After searching through our records, we were unable to find any communication from you in regards to cancelling this account.  We searched our phone records for calls from June through September from the phone number on this account ([redacted]) as well as the phone number associated with your previous Green Chef account ([redacted]) and were unable to find any record of any calls to Green Chef in that time frame.  We also do not have any record of you calling or emailing in regards to quality issues with your first shipment.  Would it be possible this call was made to another meal kit delivery service? If these quality issues were experienced with Green Chef, this is not the quality you should expect. While we do require that any issues are brought to our attention within 7 business days, if you could reach out to [redacted] with more information about the condition of the box you received on June 28th, we will be able to compensate you for those items you were unable to use. The only email communication we have from you is from January 18th, 2016 regarding your previous account and the email sent to us on September 18th, 2017 in regards to your most recent account.  Upon receiving your most recent email, we did cancel and suspend the account to make sure no additional shipments processed.  However, as we were not contacted until the shipments had already shipped - and as all orders are showing as having been delivered on time, to the address provided - we will not be able to refund these orders. Per our Terms of Service, "To cancel your Subscription, you must email us at [redacted] or call us at [redacted] and follow the provided directions and/or links. If you cancel by 12 PM Eastern Time, 7 days prior to the next Renewal date, as applicable, your cancellation will be effective as to the next Renewal and Subscription Term. Otherwise, your cancellation will be effective for the subsequent Renewal and Subscription Period...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." Rest assured, your account is now cancelled.

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

We worked directly with the customer to make this right.