I am so baffled and frustrated by this company's customer service and don't know what to do.

Question

I ordered two sets of four placemats weeks ago, received only two total placemats, and immediately filled out the form for customer service. I got a response after a few days, asking for a photo of the two placemats (which made no sense to me--these weren't damaged items, but whatever) which I immediately sent in and then NOTHING. No response, no shipment, nothing. I've sent in two additional requests since then. I will never buy anything from Food52 again, but for now I just want the products that I paid for! Or a refund. If anyone has any suggestions for how to get a response, I would be grateful.

Nancy · Answer

Nicole - good to hear. Hope it works out well!

Nicole D. · Answer

Thank you for the note, Nancy. We’ve been working hard to shorten our response time in the last month and going forward we expect to see very little feedback on the Hotline about this!

Nancy · Answer

So sorry to hear another report of bad, slow or nonexistent service. If, as reported in the press, your business model relies heavily on the shop for operating expenses and profit, it can only be bad if the BBB is reporting you for poor service.

Customer-Care-Michelle · Answer

Hi Freda, please accept our sincere apologies for the delayed reply. We are training new team members to increase our support capacity. I can see a support agent has provided tracking on the second shipment and that it is expected to arrive tomorrow, 5/29.

I am so baffled and frustrated by this company's customer service and don't know what to do.

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