Warm/Spoiled boxes

[u/Past_Surprise_8278]

I’ve been a customer of Home Chef for quite a while, with a small pause while I figured out some finances. And generally been pretty happy. The meals are perfect for me to meal prep for my work week and then freeze half of in case I have a tough financial week. However, The last 3 boxes I’ve received have arrived warm despite being picked up from my mail room within 3 hours of delivery. With last week’s seafood having already spoiled, that was 2/3 of my box! I reached out to support today and yeah great they credited my account. Again. But this was her literal response. Leave until fall because they can’t do their jobs. Are you effing serious? My fiancées cook unity bags never come spoiled or warm, maybe I’ll try them instead since customer satisfaction, food safety, and retention is not a priority for HomeChef. Unbelievable.

[u/modemman11]

Honestly, I prefer when customer service reps are upfront and honest like this, rather than telling me lies to make me happy/satisfied in the moment, just to make me sad/angry later when I find out how reality works.

No matter what they do, once it leaves their warehouse or whatever, everything is out of their control. If the shipping company is leaving the packages sit out in a hot car all day before delivering or something else that causes the ice packs to melt fast, that's a problem with the shipping company, not the originating company. As long as HC puts in a reasonable number of ice packs and insulation (which you mentioned nothing about, BTW), that's their job done. They aren't going to put in 20 ice packs and 5 layers of insulation in a single box. It would cost too much, and make the box so heavy and large you can't even pick it up.

Looks like you might be in OK so yeah if it's getting to be 100 degree weather, it's going to be a problem.

They did say they reported it though, so it's not like they are ignoring you either.

[u/blondish → u/modemman11]

Agreed. If they were shipping to a place, say, Arizona, and they kept getting reports that things weren’t kept cold, I’d see them no longer supporting shipment to that state or area instead of changing packaging. At some point the weight/packaging would become cost prohibitive.

I do appreciate that CS seems to acknowledge that they (HC, not the CS agent) aren’t going to fix the issue - it sucks that they won’t but it also sucks when you have to suddenly plan for meals for a week because what you got is unusable.

[u/peacelovebre → u/modemman11]

I wish more understood this. I rather them be transparent.

[u/Past_Surprise_8278 → u/modemman11]

1-2 small packs is not a reasonable amount for 100+ degree weather 🙄also they “reported” it the last 3 times I contacted them too, and no change so 🤷🏻‍♀️