Think twice before ordering or it may cost you$$$
We tried to order our two boxes as a once off order as we were trialling and didn't want to sign up to an ongoing subscription if we didn't like them. Unfortunately the once off order feature doesn't work on their website and still signs you up anyway!! (Lucky we checked this and cancelled the subscriptions straight away). But then, unexpectedly we received another box yesterday that we hadn't ordered and weren't aware we paid for. When checking statements we saw the $120 had come out of our accounts for this box and it was a duplicate box / reorder of the second order we placed.
Logged in to my account and both previous orders were there and had stated cancelled/inactive. Nothing abojt a third order. Never received any email confirmations regarding this third box or anything. Confused. Emailed the customer service as to how this happened. They came back with some BS story about how a duplicate email was created on my end (mispelled) and that it was my error when;
A) I don't know how a duplicate email "new account" can magically know my 'other' accounts previous order to duplicate and send to us when I'd only ever placed 2x orders that were inactive /cancelled.
B) I couldn't log in to 'said new account' with the mispelled email and password.
Very frustrating and costly! Called the customer service and they were no help whatsoever. Tried to explain the above and how I think an error has occurred on their end and all they could do was assure me the second email and subscription had been cancelled and I wouldn't be charged again.
If they had have had some accountability, I would have probably let it slide and perhaps ordered again in the future but based on them blaming me for the issue was such a cop out.
Sadly since they changed their system late 2023, everything is terrible.
I was a loyal subscriber getting 15 meals a week then they "updated". I had no access to my account for 3 weeks. To stop getting random meals, I had to try to contact customer service who didn't get back to me until email number 3. We had a cyclone and they changed my delivery day to arrive the day of the cyclone. They didn't take my word for that and I had to wait while they contacted their delivery service to check whether the order would come! The ordering process has now changed and is really overly complicated. To order 3 juices worth $12.5p I had to add a 2nd package which would be delivered on a different day! Of course no juice arrived for 2 weeks and when I had to follow it up I was told the orders were cancelled somehow. They offered me a new delivery plus 3 more free juices but yep, that didn't come either. I emailed for a refund. I'll not be holding my breath waiting for that to arrive. Needless to say I have cancelled my subscription and will try a different company.
Such a shame that a fantastic company with great food fell victim to a failed system upscale.
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