ComplaintsforGood Chop

Online Retailer

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Initial Complaint
10/30/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I am writing to formally address the cancellation of my subscription with Good Chop, which I initiated due to my concerns during a phone call on September 19, 2024. During this conversation with a customer service representative, I learned that my recent order, shipped on September 16, 2024, had been lost in transit. According to the tracking information provided by *************** and confirmed in my online account, the package was supposed to arrive on September 18, 2024, but never did.Given these circumstances, I decided to cancel my subscription. The predicament raised significant concerns regarding the quality and safety of the meat I was expecting, especially in light of the shipment issues. The order was intended for consumables, specifically meat delivery, and losing a package with such perishables is particularly unsettling.Unfortunately, no refund was offered for my lost order throughout this process. In an attempt to rectify the situation, I contacted my ******** credit card company to dispute the charge, expecting fair treatment. Much to my surprise, Good Chop reported that the order had been delivered, which led ******** to charge me back for it.Compounding the frustration, the representative from Good Chop should have informed me that a replacement order would be sent out 15 days later despite my cancellation request. Consequently, I escalated the dispute with ******/********, as I was still waiting for a refund for the lost order and felt that Good Chop's responses needed to be revised.The company's actions reflect tactics that obstructed the return of my funds. This and their failure to meet the promised delivery timeframe have compelled me to explore alternative sources for my meat supply. Moreover, if Good Chop did indeed ship an order after my cancellation, it was executed without my consent or prior notification. Therefore, I request the issuance of a credit for the amounts of $388.99, $20.97, and $4.99 charged.
Business response
11/01/2024
We have reached out to the customer directly to resolve their concerns.

Thank you,
The GoodChop Team
Initial Complaint
09/09/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
My first couple of boxes, almost a year ago now, had the wrong meats and missing meats. It was so difficult to get in touch with them. I had to wait on the phone for half an hour to talk to someone because they would not get back to me through email. I must have sent 5 emails with no response. My two most recent boxes had rotten filets, which was very upsetting considering I paid extra for them. I thought maybe the first time I had this problem was my fault even though I allowed the steaks to thaw in the fridge overnight and cooked them the next day. The second box confirmed that I was wrong, and that they are just selling bad filets. I could tell just from looking at them that they were no good, and upon opening the package I could smell that they were bad.
Business response
09/10/2024
We have reached out to the customer directly to resolve their concerns.

Thank you,
The Good Chop Team
Initial Complaint
09/04/2024
Complaint Type:
Product Issues
Status:
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.
I started an account with ********************** on August 25. I set the first order date for a month away. The page refreshed and reverted to an order date within 5 days and would not let me change it.I reached out to good chop on their chat page. A nice person changed the order date for me which then showed October.Yesterday (Sept. 3) I went to cancel the account because I decided I couldn't afford it. After I went through the cancellation process, it told me that I am getting an order tomorrow (Sept 5). It did not show that on my account until I cancelled. Up until then it showed October. I called customer support who were not helpful and said they couldn't do anything to help me. I do not want the order and I want my money back. My credit card is showing a charge of $108.99 as of Sept 1. Very dishonest company...
Business response
09/06/2024
We have reached out to the customer directly to resolve their concerns.

Thank you,
The Good Chop Team
Initial Complaint
07/29/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
There was no dry ice in the box and some of the meat was thawed out when it was delivered. They said it will have dry ice in the box to keep the meat frozen. But there was none in either box. They replaced the first box, but the replacement box had no dry ice in it either and some of the meat was thawed also. I have canceled my subscriptions and tried to cancel account but could not find where to cancel it.
Business response
07/29/2024
We have reached out to the customer directly to resolve their concerns.

Thank you,
The Good Chop Team

Customer response
07/31/2024
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
07/19/2024
Complaint Type:
Billing Issues
Status:
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.
I have tried to repeatedly cancel my subscription but Im still being billed and sent boxes.
Business response
07/26/2024
We have reached out to the customer directly to address their concerns.
Thank you,
The GoodChop Team
Initial Complaint
07/15/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I received my first order on 7.12.24. The dry ice was completely gone, the box was warm and the order was partially thawed. Their customer service is impossible to get a hold of, you end up just sitting on hold or in the chat queue with no help. There is no customer service email available - they are all no-reply addresses. I deactivated my account and want a refund for this box.
Customer response
07/15/2024
Better Business Bureau:

I was able to get in touch with the company directly and they have resolved the issue to my satisfaction.

Sincerely,
*********************************
Initial Complaint
07/15/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My order was received thawed, warm and rancid! I attempted to contact Good Chop. After being on hold for 10 minutes, I opted for a callback which was never received. I then attempted contact through Chat but no agent ever came online.
Business response
07/29/2024
We have reached out to the customer directly regarding this matter.

Thank you,
The Good Chop Team

Customer response
07/29/2024
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
06/25/2024
Complaint Type:
Product Issues
Status:
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.
I purchased a box from the company and then canceled the plan immediately after about a 2 weeks ago, Today the card was charged again?I called and explained to them that I went through all three pages it takes to cancel the subscription like I have with other companies in the past and it populated something like were sorry to see you go but your box is on the way (again two weeks ago) and then today I get charged and immediately go to the website and resubmit all 3 of the cancellation forms and it again says were sorry to see you go but your box scheduled for the 27th is on the wayI call them to explain the issue and they just keep saying theres nothing we can do then they say did you receive the email confirmation to which I hadnt. The website had an issue processing the request, and Ive been charged $390 for it. They said they would cancel the account for me and then I received an email your account has been cancelled I dont think this was a website glitch I think this was intentionally done to prevent people from cancelling without getting charged twice and being on hold for 20 minutes. They charged my card after having there permission to do so revoked its unacceptable and the money needs to be returned.
Business response
06/27/2024
We have reached out to the customer directly to resolve their concerns.

Thank you,

The GoodChop Team
Initial Complaint
05/30/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered a box from Good Chop, it was a sale and cost $228.99!! The quality of meat in this box was horrible! The ribeye steaks had holes in them, they were so thin and sickly looking. The **bones were missing their fillet!!! We took pictures, each time we opened a new piece of meat, a we dismayed everytime. The chicken thighs were an awful mess, all mangled pieces and fatty. When thawing meat in refrigerator, the packages of chicken leaked and made a nasty gross mess. I emailed the company to let them know all this and no response. They sent me a survey and I let them know the quality was very bad. With each correspondence I asked for someone to call me to remedy the situation. Nothing. I was stupid enough to let another box arrive. What a disaster. Now the total spent is $492.99!!! I finally called them today and the customer service is deplorable!! I got a very rude man who knows nothing about professionalism. He talked down to me. I couldn't take his condescending tone anymore and asked to speak with a manager. He informed me that they do not have an escalation process. I asked if he was refusing to allow me to get resolution to my issue. He just kept repeating himself. He finally agreed to have someone call me back. I'm waiting, but do not have faith that I will get a call back. I am in shock at the this company's lack of quality in their product, and lack of concern to resolve a customer complaint. However, what sent me over the edge was the way I was treated by customer service. That is totally unacceptable. After looking at reviews of this company, I see this is their norm and they have upset many customers without resolving complaints. I desire a refund and hopefully an apology from this company. I have another meat subscription service that I find exceptional and the so is the customer service. I will be going back. I'm sorry I tried another meat service subscription. My money, my choice.
Business response
06/03/2024
We have reached out to the customer directly to resolve their concerns.

Thank you,
The GoodChop Team

Customer response
06/03/2024
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:

[Good Chop is not being honest, they have NOT made ANY effort to contact me. I expect a full resolution before I will close this case.]

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

Sincerely,

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

Business response
06/10/2024
Dear ********,

We have addressed your complaint via email to the address provided in your complaint. Our response was sent June 3rd, 2024 and 10:18 AM EST. We are sorry if you did not receive our response, please check your Spam or Junk folders.

The subject line of our email is "GoodChop BBB Follow-Up Complaint #********" If you would like us to forward our response to a different email address, please provide an alternative email address in your response. Also for your convenient, please see attached file for your reference.

Thank you,
The GoodChop Team
Customer response
08/09/2024
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
05/28/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I subscribed to Good Chop and received three orders. After paying for and evaluating the product, I decided not to renew. On 18 May, I cancelled my subscription by notifying the company using the process they outlined. Today, I received a notice indicating that my next order was coming in a few weeks. No, just no! They are pretending that I did not cancel thankfully I have a screen shot of the confirmation.
Business response
05/30/2024
We have reached out to the customer directly to resolve their concerns.

Thank you,
The GoodChop Team
Customer response
06/01/2024
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:

[Your Answer Here]
The company sent me an email upon receipt of the complaint assuring me that 1) it was an error on their part; 2) Acknowledging that my subscription was cancelled; and 3) assuring me that my record had been removed from their database.
This morning I received another email from the company indicating that my next order would arrive on 7 June.
They seem to be liars as my email is still on their database and the message claims I have an order scheduled.
This is both frustrating and wrong. This company should have consequences for abusing customers. I have already spent a lot of time trying to work with them directly and then turning to the BBB for help.

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

Sincerely,

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

Business response
06/28/2024
We have reached out to the customer via email and we have not received the information we requested. See attached copy of email. We are unable to locate an account. Please provide information requested so we can better assist.

Thank you

The GoodChop Team

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