ComplaintsforFresh Prep

• Initial Complaint

  27/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Fresh Prep website requires that you create an online account in order to explore their menu plans and food options. Without my confirmation or authorization, they billed my credit card for an order I wasnt even aware of. Their site generated an order and billed my credit card without my confirmation or authorization. ************ **** *** *******. Im not able to delete my own account or remove my credit card information. Id like my credit card information removed from their site and a refund/ order cancellation.

  Business response

  01/08/2023

  Hi there,
  
  Thank you for bringing this matter to our attention.
  
  Please know that we are committed to resolving this issue promptly and to their satisfaction. Our aim is to provide a seamless and pleasant experience for all our customers.
  
  It looks like ***** had been in touch with our **************** team on July 27th in regards to canceling their order and getting a refund. We can confirm that the order was canceled, refunded ($13.96) and the account was closed on the same day (July 27th). We do recommend waiting up to 10 business days for the refund to be reflected on their bank statements. I have also included a screenshot of the refund for reference.
  
  However, we did follow up after that as ***** did provide us with feedback on our subscription model. We did explain that once an account is created, we send a confirmation email every Tuesday of the upcoming delivery before billing goes through on Wednesdays at midnight. We also offer the option of skipping a week if they are not interested in a getting a delivery. However, we do recognize that there is always room for improvement and we have shared *****'s feedback with the rest of the team.
  
  ***** has followed up with us by email as well, and their request for a refund and cancellation of the account was processed, and a confirmation was sent to them. Please let us know if there is anything else we can do to help.
  
  Sincerely,

  Customer response

  02/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and confirm that I was provided a refund and my financial details were deleted. This resolves my formal complaint. 

  I won't go so far as to say I'm satisfied ** they think the notification they sent to my junkmail box makes their thievery acceptable.

  Thank you for your help.

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

*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. ↩