Roma Home Improvement LLC

This customer had accounts, one for boyfriend and one for herselfBoth accounts redeemed a free trial on the first delivery, which is promotional abuse since we allow one account only per household, and only promotion can be redeemed per householdHowever, we still issued a refund to one
account as a one time exception on the boyfriend's accountThe order wasn't skipped in time, and we went outside of the policies these customers agreed to and made an exceptionWe make our cutoff times very clear in the sign up process, and on our FAQ page

Hi ***,? Any request for cancellation will be responded to with instructions on how to complete cancellation by
the customerUnless the cancellation is completed on the customer end, the subscription will remain active and weekly deliveries will continue per the subscriptionAny completed cancellation will be confirmed by an email stating the final delivery date and confirming the complete closure of the customer's account.? The first communication from the account holder was received by email on 5/*/17, as stated by the customer service associate who respondedThe account was immediately cancelled upon receipt of the emailNo screenshots of past emails were providedThe account is cancelled and no further shipments will process.? If you have any additional questions, please email ***

Hello, *** reached out to our customer service team and we were able to stop her upcoming order before she was chargedHer account is cancelled as she requested*** was just a couple hours past her cutoff time for making changes to upcoming orders, but we have some wiggle room on our end
and are always happy to helpTo be clear, our cutoff time for making changes to upcoming orders is days before it's scheduled to arrive, and before noon ESTThis information is included when signing up for our program, and in our FAQ, Delivery Schedule, and Terms of ServiceOur customers are also able to skip up to weekly orders in advance, so some people find it best to skip an order or two after their first box so that they can decide if our service is right for them or not

*** received a gift card valued at $*** chose a meal plan that cost $That brought the first order total to $0, and the second order of the $box of food to $We let *** know that her second delivery would cost $before *** was charged and before the order shippedLater, *** sent screenshots of a "Free Meal" promotion, which *** didn't redeem properlyWe added that promotion to Ann's account, which discounted the third delivery that *** received by $The promotion refers to the two free meals (or servings)Each $plan portion costs $but we actually discount a higher amount because the 2-Person Plan portions cost $each and we want prospective customers to be able to redeem the promotion towards either plan, and so we offer the highest valueI've refunded *** for all charges incurred, $64.78, and refunds may take 5-business days to reflect in a bank statementGoing forward, each delivery will cost $for the plan *** is onIf *** would prefer to cancel the account instead, they should contact our Customer Experience team at ***, and we’ll send them an email with instructions on how to complete the cancellation process

What you received was a free trial, which covers the cost of your first two recipesAfter that first delivery, all accounts are enrolled into a weekly membership to receive orders of our fresh ingredients and delicious
recipesThe terms were included in the sign up process, and when you hit “Place Order” to complete your account and redeem your free trial, you agreed to be charged every week for an order unless you skipped that order before your cutoff timeThis is also mentioned multiple times during the sign up processWhen you reached out to our team on October ***, we sent instructions on how to cancel your accountWe send instructions so we can get feedback to improve our serviceThe instructions weren’t followed until October ***, and at that point it was too late to stop your order set to arrive on October ***I’ve gone ahead and refunded you for your final charge ($47.95)You can expect to see this refund reflected in your bank statement in 5-business days

Revdex.com:At this time, I have not been contacted by Blue Apron, Inc.? regarding complaint ID ***.Sincerely,*** ***

I’m sorry for any confusion this may have causedOur 2-person plan has three recipes, two meals per recipe, and each meal is $The promotion was for three free meals (or servings) - total value of $29.97.? Again, I apologize that these details were unclear upfrontUsing your feedback,
we’ve already worked with our Marketing team to improve explanations on our future promotions

Revdex.com:At this time, my complaint, ID *** regarding Blue Apron has been resolved
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,*** ***

Our FAQ page regarding how to cancel an account states “if you decide to cancel your account, contact our Customer Experience team at ***? and we’ll send you an
email with instructions on how to complete the cancellation process.” This customer emailed *** on October ***, but didn’t follow the instructions and cancel the account until October ***This is why the orders were shipped, since they weren’t skipped in our system, nor was the account cancelledI’ve gone ahead and refunded the customer for their final charge ($59.94)They can expect to see this refund reflected in their bank statement in 5-business days

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

Thank you for providing the screenshots, and this will be looked into furtherIn the meantime, I can confirm that *** was issued a refund for the May charge on 6/**/2017, and should now see the refund reflected in their bank statement

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 and the matter has been resolvedTheir quick response and actions remedied the situation fully and completely
Sincerely,
*** ***
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Revdex.com:
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 sent an e-mail to the company prior to this timeThis e-mail was sent again after I saw I was billed and wasn't given proper notification on how to cancel the Blue Apron order.]
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In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
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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 and the matter has been resolved
They have canceled the subscription and sent email confirmation of which I attached a screen
shotWhile this does not make up for charging me for the deliveries I expressly asked them not to deliver, I am satisfied with knowing I will no longer be charged for food I do not wantI do not wish to pursue any further action on my account, however, I believe their business is designed to rope people into their subscription forever until someone goes to these lengths to cut ties with the company? I can attest to the fact that their multi-step process to cancel the subscription that ultimately ends in following a link to cancel, did no such thingIt wasn't until I contacted you, sent increasingly hateful emails, and canceled the credit card I used to open the account that I actually received confirmation from the company that my subscription was canceledI am sure it is technically legal, but it is wildly unethical
Sincerely,
*** ***
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Dear 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 and the matter has been resolved.Please see attached email response from Blue Apron Customer Service.? They have issued me
a full refund in the amount of $
Sincerely,
*** ***
?

We apologize that [redacted] didn't get his delivery as scheduled, and we're investigating with the shipper. [redacted] emailed our customer support email address on July **, and we responded on July **, which included refunding [redacted] in full for the order that wasn't received.

Hello, We completely agree that the customer service Amy received is not up to our standards, and we're actively working on making sure we're responding to our customers in a timely manner. Also, ingredients should never arrive damaged and we will be investigating with the shipper to see if...

there was transit damage which caused the damage. Amy has been refunded in full for all charges she incurred. I did want to apologize for any confusion on how to cancel. We include on the main page of our Contact & FAQ Section [redacted] the question "How do I cancel my account?" which states: "To cancel your account, please email [redacted] by the “Changeable By” date reflected in your “Account Settings.” You will receive an email back with next steps to follow, so please read that email carefully."

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 and the matter has been resolved. Their quick response and actions remedied the situation fully and completely.
Sincerely,...


[redacted]

Revdex.com:At this time, my complaint, ID [redacted] regarding Blue Apron has been resolved.
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I've never seen a company just flat out lie about something. The free trial was offered at the end of  June of 2016 and I actually contacted a few other people about this offer, which is why I know I didn't just make it up out of thin air. I'm not sure if there's some type of confusion or miscommunication between departments or what, but I clearly saw the offer from your website directly. I regret not taking a screenshot of it because clearly you guys are just flat out lying about it and want to cheat out a potential customer.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]