ComplaintsforDaily Harvest, Inc.

• Initial Complaint

  09/04/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 9 August 2024, I reported a change of address to Daily Harvest via chat support. However, this week, I saw an email from the company stating that a shipment was coming to my ***old*** address with an arrival date of 6 September (cost: $101.68). On 4 September (today), I called Daily Harvest and advised of the issue: the contact center person advised that the maximum they could refund was 50%, i.e., $50.84. He advised that I could dispute the rest with my credit card company (!). This is unacceptable, and I request a prompt refund of the remaining $50.84 directly from Daily Harvest, as I am not receiving the order.As an aside, I used to receive text notifications from Daily Harvest regarding upcoming orders and allowing for changes or to skip the order. I am surprised to only receive an email for this order (as well as for a previous one). I am still signed up for SMS notifications (I checked on this again last night and today, and I was still signed up for SMS notifications). According to the contact center person today, they no longer send SMS or app push notifications, which makes it difficult to manage orders, especially as I had come to expect the notifications by this channel.Again, I request that the situation of sending the box to the wrong address be made right by refunding the remaining $50.84. I should not be paying for something I do not want and am not receiving, due to the company's mistake.

  Business response

  09/06/2024

  Hi *********,
  
  Thank you for reaching out. I am sorry to hear about this experience.
  
  I do see that you reached out to our Care Team on 8/9/24 to provide a new shipping and billing address. I am so sorry that this was not properly updated. I have gone ahead and processed a refund for the remaining $50.84. Please allow 3-5 business days for this to reflect in your bank statement. You have now been refunded the full order amount of $101.68. 
  
  We no longer send order reminders via SMS, but we do send you a reminder via email at least 24 hours in advance so you dont miss the chance to make changes before youre billed. Turning SMS notifications on in your account means that you will receive a text once your box has been delivered. 
  
  I do see that, at this time, your plan has been canceled. You will no longer be billed by Daily Harvest moving forward. Please know you are welcome to restart at any time, just log in with your email to create a new plan.
  
  If you need additional assistance, feel free to call us ***************), text us *************), or live chat between the hours of 9am-9pm EST. You can also email us at (*************************************************) any time. 
  
  I do hope this helps, but if you need additional assistance please reach out to one of our support channels. We are always happy to help!
  
  Take care,
  
  

  Customer response

  09/06/2024

  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

  07/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I order food regularly. The last several deliveries there have been issues. There is no way to contact this merchant by phone. I informed them that the delivery driver was taking photos of my home which was worrisome, and when I asked them not to, the driver pointed the camera towards me! They did nothing! The last few deliveries I have had items open and scattered around the box or missing. The last order I had EIGHT of the twenty four I ordered missing. I received just sixteen of the items I paid for. It is really hard to get ahold of anyone at this company. The service has gotten really poor!!! EIGHT missing items. I sent a picture within minutes of receiving order.

  Business response

  07/16/2024

  Hi *****,
  
  Thank you for reaching out. I am sorry to hear about these experiences.
  
  I do see you were in touch with our Care Team on March 7, 2024 to report your experience with the delivery service. You were then followed up with through email by the Director of Care. This instance was reported to the carrier as well. 
  
  I also see that you were in touch with our Care Team, via our phone support line, on July 11, 2024. You were refunded $78.32 for the missing items in your box. This will take 3-5 business days to reflect in your bank statement. 
  
  Please continue to report any order issues to the team, as were always more than happy to assist.
  
  You are always welcome to call us from 9am - 6pm ET, Monday-Friday at ****************. Or you can text us at ************, live chat between 9am - 9pm ET, or email us at ************************************************* at any time. 
  
  I do hope this helps, but if you need additional assistance please reach out to one of our support channels. We are happy to help!
  
  Take care,

  Customer response

  07/16/2024

  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:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been a loyal customer of ********************** for the past few years and have recommended the Daily Harvest to many people. Daily Harvest runs a referral plan that each time you refer an individual, Daily Harvest will give you $25 credit. As of April 2024, I have $125 credit associated with my account. However, as of May 2024, Daily Harvest has changed the referral policy, which says the credit must be used up within 90 days without noticing the customers first. I have contacted ********************** about this, they have admitted their change of policy and not noticing the customers. As a matter of law, users must receive notice of changes to online terms because existing terms cannot be changed unless both parties agree. I simply want my $125 occurred credit back.

  Business response

  06/11/2024

  Hi ****,
  
  Thank you for reaching out. I am sorry to hear you were unable to use your credits before they expired.
  
  As explained by our ************* Team when you contacted us on 5/26/24, our policy recently changed and credits expire after 90 days. I understand you were not expecting this, so as a one-time courtesy, we were able to reinstate this $125 of credit for 30 days. This will automatically apply to your next box. You can see this credit by clicking on the menu at the top left corner of our website and heading to "Account Info.
  
  If you need additional assistance, feel free to call us ***************), text us *************), or live chat between the hours of 9am-9pm EST. You can also email us at (*************************************************) any time. 
  
  I do hope this helps, but if you need additional assistance please reach out to one of our support channels. We are always happy to help!

  
  Take care,
  

  
  

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to cancel with the company for months. The only option I have found is skipping weeks but it's not reliable and sometimes if I skip I come back and the week is active again. There is charge on my credit card for this upcoming week even though I skipped it. I am trying to get in touch with the company and they do not respond to their online chat system, the text number they provide, have not responded to my emails and the phone number they provided says "lines are closed" even thought I have been calling every hour since they were supposed to be open today. This company should be fined for failure to service customer and fraudulent practices meant to make it difficult to cancel services while they continue to charge you. Also, online there is no way to cancel your plan, all you can do is "Pause" it and they retain your credit card information and can restart it after like 3 months without telling you. I want this latest charge removed and I want them to cancel and delete my account along with my personal information. Email is a form you fill out online that disappears when you send it to them so I can't send that to you. I did send a screen shot of my attempts to contact them on the number they provided to "text" with customer service. As well as a screen shot of the number of times I have tried to call someone. The line has never been answered.

  Business response

  05/29/2024

  Hi *******,
  
  Thank you for reaching out. I am sorry to hear about this experience.
  
  I do see that you were able to get in touch with our Care Team on 5/20/24 via SMS and email. As they explained, there is no record of your most recent order being skipped. However, they were able to make an exception and canceled your order before it shipped out. You were refunded the full amount of $230.43 and this will reflect on your bank statement within 3-5 business days.
  
  As a reminder, at checkout, you are prompted to click that you have read and understood in our terms that you are signing up for a replenishment-based service that will renew automatically unless canceled/skipped before our Sunday 6pm EST weekly cut off. We do sent out weekly reminders via email and I am sorry if you did not have a chance to see this.
  
  I can also confirm our Care Team canceled your plan as requested, so you will no longer be billed by Daily Harvest. Please know that youre welcome back at any time - just log in with your email to create a new plan.
  
  For future reference, your plan can be canceled at any time on our website. To cancel your plan, click on the menu at the top left corner and select "Manage Plan" from the dropdown > Click the "Edit" button next to "Plan Status > From here you can continue with pausing your plan by clicking Pause. > Click Next at the bottom of the page > From the dropdown menu select a reason for pausing and then click Pause Plan at the bottom of the page > Click Yes, Pause Plan in the pop-up window.
  
  At this point, all future deliveries will be paused and you won't be billed or receive future shipments. You will be able to log in and resume easily if you decide you'd like to receive boxes again!
  
  To continue with cancelation, click on the Edit button next to "Plan Status" once more > Select End Plan > Click End Plan once more to confirm you'd like to cancel.
  
  Additionally, I am sorry you werent able to reach us via phone. Our phone channel is temporarily unavailable. You can text us *************) or live chat with us between 9 am - 9 pm ET. You can also email us anytime at (*************************************************). 
  
  I do hope this helps, but if you need additional assistance please reach out to one of our support channels. We are always happy to help!
  
  Take care,
  
  

• Initial Complaint

  02/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was online about to submit my order. I didnt continue with the order because it was more than I was told at the beginning. But sent it was sent to me anyway & charged me

  Business response

  03/07/2024

  Hi *****,
  
  Thank you for reaching out. I am sorry to hear about this experience.
  
  I was able to confirm that you signed up for a 9-item weekly plan on 2024-02-24 at 12:57:01 PM ET. At checkout, you are prompted to click that you have read and understood in our terms that you are signing up for a replenishment-based service that will renew automatically unless canceled before our Sunday 6pm EST weekly cut off. Orders can also be skipped via SMS through the reminders that are sent on Sundays.
  
  I was able to cancel your plan for you, so you will no longer be billed by Daily Harvest. Please know that youre welcome back at any time - just log in with your email to create a new plan.
  
  I do hope this helps, but if you need additional assistance, feel free to call us ***************), text us *************), or live chat between the hours of 9am-9pm EST. You can also email us at (*************************************************) any time. We are always happy to help!
  
  Take care,
  
  

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My emails to confirm delivery dates frequently have been going to my spam folder. As a result, I was not able to pause my Oct 27th delivery and my August 27th delivery before that. I have attempted to cancel my account on 3 occasions but customer service has encouraged me to only pause deliveries instead of canceling. On this most recent occasion (today 10/22), I received no answer from customer support - the only way to cancel an account. The ** emails which had gone to spam routinely (every week) have the subject lines Want a box this week? interchangeable with Almost time for your next box. These seem designed to be difficult to differentiate between. Is there an order ready to be sent and charged, or is it just an ad?Im disappointed with a business model predicated on customers not catching an email in spam, or on a customer forgetting to tell a company NOT to send them / charge them for food that will be wasted. It doesnt feel honest or respectful.

  Business response

  10/24/2023

  Hi *******,
  
  Thank you for reaching out. I am sorry to hear about this experience.
  
  Daily Harvest is a replenishment-based plan, which means that unless you decide to skip boxes, you will receive shipments either weekly or monthly depending on the plan selected at the checkout. We do send out weekly reminders via email and/or SMS, and I am so sorry that you didn't have the chance to see these as they went to spam.
  
  At checkout, you are prompted to click that you have read and understood in our terms that you are signing up for a replenishment-based service that will renew automatically unless canceled before our Sunday 6pm EST weekly cut off. Orders can also be skipped via SMS through the reminders that are sent on Sundays.
  
  That being said, I do see you were in touch with our Care Team on Sunday, 10/22/23, to cancel your plan and order for the week. Our Care Team responded via email confirming that your plan was paused and that they were able to make a one-time exception and cancel + refund your order before it shipped. This $52.43 refund will take a maximum of 3-5 business days to reflect on your bank statement.
  
  We always offer the option to pause your plan indefinitely, as you can easily reorder when you are ready. While your plan is paused indefinitely, you won't receive another box unless you resume. However, I understand youd like to proceed with fully canceling your account, so Ive gone ahead and taken care of this for you. You wont be billed by Daily Harvest moving forward. Please know that youre welcome back at any time - just log in with your email to create a new plan.
  
  I do hope this helps, but if you need additional assistance, feel free to call us ***************), text us *************), or live chat between the hours of 9am-9pm EST. You can also email us at (*************************************************) any time. We are always happy to help!
  
  Take care,
  
  

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought one week from daily harvest 5 months ago and have skipped since and changed my card because I can not get in touch with anyone there to cancel. Both phone lines including the one provided by my bank are out of order so its IMPOSSIBLE to contact them. Somehow they updated my card info illegally and they are not responding to my refund and cancellation requests. They owe me 125 dollars.

  Business response

  08/04/2023

  Hi ******,
  
  Thank you for reaching out. I am sorry to hear about this experience.
  
  Daily Harvest is a replenishment-based plan, which means that unless you decide to skip boxes, you will receive shipments either weekly or monthly depending on the plan selected at the checkout. We do send out weekly reminders via email and/or SMS, and I am so sorry that you didn't have the chance to see these.
  
  At checkout, you are prompted to click that you have read and understood in our terms that you are signing up for a replenishment-based service that will renew automatically unless canceled before our Sunday 6pm EST weekly cut off. Orders can also be skipped via SMS through the reminders that are sent on Sundays.
  
  Additionally, as we are a subscription-based service, banks will often auto-update the card information with us to avoid interruption of service. 
  
  That being said, I do see you were in touch with our Care Team on Friday, 8/4/23, to cancel your plan. Your plan was canceled, and an exception was made to refund your most recent order. This  $124.85 will take a maximum of 3-5 business days to reflect on your bank statement. We do not have record of any additional outreach to the Care Team.
  
  I do hope this helps, but if you need additional assistance, feel free to call us ***************), text us *************), or live chat between the hours of 9am-9pm EST. You can also email us at (*************************************************) any time. We are always happy to help!
  
  Take care,
  
  

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For over 2.5 years, 25% (about 8 out of 30) of my monthly food deliveries from Daily Harvest have been improperly delivered. Instead of being delivered to my front door (as they promise in their advertising) where I can physically access it, my box of food is dumped in some unknown location. It is typically left somewhere inside or outside our 4-block ************** complex of 7 buildings 134 homes, often sitting out in the sun to melt and go bad. Sometimes they send a photo of the location where they left it as proof of delivery but all it shows is the box, the ground and a portion of siding which could be literally anywhere. Prior to each delivery, I give detailed instructions on how to get into our complex, building and then to our home unit. When I get a message that it has been delivered but do not find it at my front door, I have no idea where it is, must call Daily Harvest to try to get them to catch their driver in time to turn around, pick it up from wherever they left it and deliver it to me. They rarely catch the driver in time. On numerous occasions, I have spoken to various people who call themselves manager. Each time, they promise me they have resolved it so that I will no longer have problems again. They may deliver it correctly for a few months after, then the next time, again, they dump my food who-knows-where. Each box is very heavy, over 25 pounds. Even if I knew where they left it, I am physically unable to walk there, lift it and carry it to my home. This happened again on 7/7/2023. The customer service rep ********* promised to email me on the progress, and have a manager call me the next day. I have received NO email or call from them. When someone else finally retrieved the box, it was 4 hours later and defrosted and many items of food were damaged, having come out of their containers which had broken open.I rely on this food due to my food sensitivities, so I need this problem resolved.

  Business response

  08/08/2023

  Hi ********,

  Thank you for reaching out to let us know what has been going on. One of our Care Managers reached out to you via email 8/6/23 to help resolve the ongoing issues you've been experiencing.

  We are dedicated to finding a fair and equitable solution going forward. We will also work with you to address any past boxes that arrived melted that you weren't able to consume. We are also working with our carrier partner to see what options we have to ensure you receive your boxes.

  You may continue corresponding with the Care Manager via email, or you can email ************************************************* for further help. 

  Sincerely,
  

  *****, Care Manager

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed-up on a trial with Daily Harvest on Nov 11. I didnt like their food since it tastes like cardboard, so I didnt select food for a next order. On 11/20/22, I get a text that an order is on the way. No emails were sent. On the same day on 11/20/23 I called and sent a chat to cancel the order. It was in the afternoon - before 6 pm. They still sent the box and are charging me. II disputed with my credit card company, but they received all this documentation of their text communication but not about my calls. I called a second time the day of the delivery and they cancelled. I didnt make delivery selections, didnt approve the delivery, and I cancelled by the cut-off. I need the $112.46 charged on 11/23/22 refunded. This is fraud. Please dont allow it.

  Business response

  03/22/2023

  Hi ******,

  
  Thank you for reaching out. I am sorry to hear about this experience.

  
  Daily Harvest is a replenishment-based plan, which means that unless you decide to skip boxes, you will receive shipments either weekly or monthly depending on the plan selected at the checkout. We do send out weekly reminders via email and/or SMS, and I am so sorry that you didn't have the chance to see these.

  
  Additionally, at checkout, you are prompted to click that you have read and understood in our terms that you are signing up for a replenishment-based service that will renew automatically unless canceled before our Sunday 6pm EST weekly cut off. Orders can also be skipped via SMS through the reminders that are sent on Sundays.
  

  That being said, I do see you were in touch with our Care Team on Wednesday, 11/23 to cancel your plan. Your plan was canceled, but because it was not canceled before your order processed on Sunday, 11/20 at 6PM EST and you had already received the box, you were not refunded for the box. This is the only outreach we have record of.

  However, I was able to make a one-time exception and refund the order you were not expecting. Please allow 3-5 business days for this refund of $112.46 to reflect in your bank statement. 

  I do hope this helps, but if you need additional assistance, feel free to call us ***************), text us *************), or live chat between the hours of 9am-9pm EST. You can also email us at (*************************************************) any time. We are always happy to help! Take care.

  Customer response

  03/31/2023

  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

  02/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Daily Harvest for breach of contract and violation of consumer protection laws. Despite confirming the already correct delivery address, which is an average single family residence on an average street, on three separate occasions (via phone and automated link), Daily Harvest has failed to fulfill their contractual obligation to merely attempt to deliver the order, promising redelivery on three separate occasions. When I expressed questions regarding the quality of frozen food leaving a climate controlled warehouse left for an unknown number of hours in a delivery vehicle described as a ****** Camry, representatives evaded any responsibility or concern. Despite my repeated attempts to resolve the issue, the company has refused to issue a refund or send the shipment, thereby violating my rights as a consumer. Daily Harvest's persistent failure to deliver the goods is blatant lack of concern for the public duty to consumers.Furthermore, Daily Harvest has demonstrated a lack of accountability for their actions and a disregard for their legal obligations to consumers. Their repeated failure to provide me with the goods I have paid for and their unwillingness to provide a refund or an adequate investigation constitutes a deceptive business practice and a breach of their contractual obligations.I request that Daily Harvest take immediate action to fulfill their contractual obligation by delivering the ordered goods or providing a full refund. I also demand that they compensate me for any damages incurred as a result of their breach of contract.I expect a prompt response from Daily Harvest in addressing this matter. If this issue is not resolved satisfactorily, I reserve the right to pursue further action to protect my rights as a consumer.Thank you for your attention to this matter.

  Business response

  03/01/2023

  Hi ******, thank you for reaching out. I am incredibly sorry to hear about this experience. We truly value customer feedback and are always looking to improve, so this has been shared with the correct teams.

  
  I see that you were in touch with our Care Team on 2/24 to report your box was delayed. Our care team offered a replacement box and asked to verify the shipping address to ensure we have the correct information. On 2/25 the Care Team confirmed you were being sent a replacement box to arrive on Tuesday, 2/28. This appears to have been delivered on schedule, on 2/28, according to the tracking information.

  Additionally, I do see that you were able to get in touch with our Care Team again on 2/28 in order to cancel your plan and receive a refund. Please expect to see your full refund of $54.71 reflected on your bank statement within 3-5 business days of the processing date. Your plan has also been canceled and you will no longer be billed by or receive shipments from Daily Harvest. Please know that youre welcome back at any time - just log in with your email to create a new plan.

  
  I do hope this helps, but if you need additional assistance, feel free to call us ***************), text us *************), or live chat between the hours of 9am-9pm EST. You can also email us at (*************************************************) any time. We are always happy to help! 

  
  Take care.
  

  
  

*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. ↩