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.

Rachel · Answer

Wish I never ordered from Food52. They charged me $1K+ for items that still have not shipped. The other two items I ordered arrived broken/damaged. After too many emails asking for updates, replacements, etc., I still have not received any response. Will give Food52 until EOW to reply. Then I will submit a dispute with my credit card company and file a complaint with the BBB. I have no idea how Food52 is still in business. Food52 would likely save time and money if it set up a customer service number instead of having to respond to all the credit card disputes and BBB complaints. Will never purchase from Food52 again.

Customer-Care-Michelle · Answer

Hi Ellen, unfortunately, we are unable to update an address on an order once it has been submitted. We understand mistakes happen at checkout! There is a 30-minute window for customers to make changes to an order through their Food52 account online without the need to reach out to the Support Team. After this time, orders are sent to our warehouses so customers can receive their orders as quickly as possible!
It sounds like you still need assistance. Someone from our team will be in touch to assist shortly!

Ellen · Answer

I an so disappointed in this company's customer service, or should I say lack of customer service. I made a simple request online (as there is no phone number) within 2 minutes of placing my order to change the shipping address as the system defaulted to the last shipping address I had used. The site said there was 30 minutes to change or cancel an order. They emailed me back 45 minutes later to say they cannot change the address. After a few exchanges with them, they offered me a $20 gift card to use on a future purchase. I will never purchase anything from this company again. Shame on them for their poor customer service!

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.

7 Comments

Popular on Food52