FreshDirect Reviews 59

I’ve reached my limit with this service. For the prices they charge, the level of incompetence is staggering.
My orders are consistently dumped in the wrong spot—literally left on the street or the sidewalk without a word. No call, no knock, just groceries sitting out in the sun or rain to go bad. On top of that, the deliveries are almost always hours late with zero heads-up or apology from the company.
The worst part is the food quality. I’ve had to throw out multiple orders because the food arrives spoiled, especially the chicken. Getting warm, "off" poultry delivered to your door is a health hazard, not a "premium service."
FreshDirect has officially gone downhill. Save yourself the headache and the food poisoning—shop somewhere else.

Have been using FreshDirect for several years and find their service as well as their products satisfactory. My experience has been seamless.

Since Getir took over FreshDirect, as they do with any company they take, they try to get as much money as they can, then dissolve company, sell assets and go. They do not pay vendors, do huge layoffs of workers. Tried to outsource delivery to companies that are making mess already by not delivering, stealing, etc. Next move is getting rid of customer service that served FreshDirect from the start 18 years ago and replace with customer service that is not at North America continent. Getir is just another fraud.

I have been a customer from almost the very beginning of Fresh Direct. Last week my order was over 2 hours late even though I was told at 3:30 that it was the next delivery.
This week, they say it was delivered @ 3:30 & posted a black picture as proof of delivery! Two phone calls & the only thing they could tell me was that someone would be back in touch. Not when just they’ll get back to me.
There is no customer service at Fresh Direct.

My initial experience with FreshDirect was not great. When I tried to set up my account using my Apple Card as a payment method, the website continuously indicated that the ZIP code was incorrect. Two staff members, Hannah and Matthew, attempted to assist me, but some other employees were unhelpful and kept hanging up, which made it difficult for me to leave a positive rating.

Eventually, I decided to use a different credit card but still encountered issues. My account was then flagged for investigation by the fraud team. I sent an email for assistance and was helped by a very nice representative named Victoria, who managed to reset my account so I could place my order. Despite all the problems I faced, I appreciated that my shopping basket never emptied, which was a positive aspect of my experience.

It’s worth mentioning that FreshDirect does not accept Apple Pay cards. If I had been informed of this from the beginning, it would have made things easier. However, the good news is that I did receive my order along with a gift, so thank you, FreshDirect.

Fresh Direct charges more than any other company for every item, usually as much as $2.00 more per item. And they charge customers a $2.00 service fee per order on top of the $45 Delivery Pass charge. This company is ripping off their customers and has absolutely no shame about it.

SLOAN YOU SHILL, YOU SUCK AS CEO OF FRESH DIRECT, YOU SHOULD BE REPLACED, YOU RUINED OUR THANKSGIVING and we are sure many more families.
WE HAVE ORDERED THANKSGIVING DINNER FOR YEARS, UPLOADS OF A $1200 an order, this year, many people have passed and two family members, one having stage 4 cancer, so a smaller order was placed only $300, none the less, this slew didn’t hire enough divers, so the order email was packed at 1pm, delivery due between 2-6pm, 2 items delivered out of 22 items,AT 1 AM to cancer patients! 20 items not delivered, the driver told us he picked up the order at 8:30pm,
ABSOLUTELY DISGUSTING, OUR FAMILY OWNS MULTIPLE BUSINESSES THAT EMPLOYEE THOUSANDS OF PEOPLE,
SLOAN EDDLESTON YOU ARE A HACK AND A DISGRACE

I'm reading the reviews and checking to make sure we're talking about the same company. I have gotten wonderful customer service from them. And if a product is missing or not as you wanted they correct it easily -- you can even do it yourself online or ask for a missing product to be delivered, although I've never done that last part. The prices are higher and so I shop elsewhere for some things. But the quality of produce and meats / poultry / fish is excellent and they carry lesser-known brands / specialty products I can't find in other places. Wish the prices were a bit lower, but very happy with my Fresh Direct service and have been a customer for about 10 years both in Brooklyn and on Long Island!

There is consistently an item or few missing from my order which I am getting charged for. Used to be good but no longer is and prices are high. I have to check in detail and every third delivery there is 1 or 2 things missing which I am getting charged for. Customer service does not seem to care. I will no longer be using this company.

I have been a loyal customer and have understood some past hiccups. They have been too frequent and today’s order to be delivered between 11-1 was delayed. On chat, she said I would get it at 2:20. I changed my appt from 2:30-3:30. NOW it is 3:40 and still no groceries. There are no available people on CHAT and 231 people on hold for customer service. NEVER AGAIN!

Avoid this company, they don’t care about their customers.

I've used Fresh Direct for a few years now. I got covid and had to quarantine so I started ordering groceries online. I was shocked to find that it cost the same for my groceries as my local food bazaar but the produce is much better. The delivery people are amazing! They carry it all to your door with grace and kindness. 10/10, would recommend.

I’ve been a loyal customer for about four years and have always appreciated their food quality and customer service. However, something seems to have changed.

I placed an order today for delivery between 1 PM and 3 PM—an important one for a dinner party. At 4 PM, I received a notification saying the order was delayed but still on its way. By 5:30 PM, nothing had arrived, so I checked my account, only to find a message saying, "Contact customer service."

When I reached out, I was told my order couldn’t be delivered because the bag was damaged in transit. While that’s already frustrating, what truly upset me was how they handled it afterward.

I spoke with two customer service representatives, and all they told me was, “The order amount was just authorized, not charged, so feel free to place another order. The funds will be released back to your card in 2-3 days.” I explained that this was unacceptable for two reasons:

No one informed me about the issue—I had to find out on my own that my order was never going to arrive.
I wasn’t given the option for a refund or a re-delivery, even if it meant a later time or the next day.
I then requested that, instead of refunding me, they simply process a replacement order. To my shock, the customer service agent responded, “We are not going to give you free food. If you want food, you will have to pay with your own money.”

Where did this accusation even come from? I never asked for free food. I only asked that they take responsibility for their mistake and send me the order I had originally placed. They could settle the issue with their delivery team—I had done nothing wrong.

This is simply not the way to do business. The lack of sincerity in fixing the situation or even offering a proper apology is deeply disappointing. Congratulations—you've just lost a loyal customer. I won’t be ordering from them again.

Service. Support. Respond time. Person by name is Surea on support.

Been a FD user for years. Haven’t set foot in a grocery store since I started using them.
Have received the freshest produce, well-priced alcohol, and great prepared food from them. Whenever there has been an error, they took care of it right away. Love them!

Everything is Good or mostly - but for prices.
• Being 🔗 of the more mature generation,
it’s Strange to see the prices at times.
Hopefully they can use there volume purchase advantage to lower the prices to US - More Often Soon.
• I take the 1st 🥇 Delivery Slot 🚚 📦 on a week day or Sundays. 6AM to 8AM 🕗 and that works like clock work for me!
I have ordered a few times now and I am satisfied.
• Their customer service works for me too - but then and again I am an early riser - so as they say the early bird catches the worms.
• But then on the flip side the early fishes to feed get hooked too.👍🏽🙏✅🌈

Somebody attempted a fraudulent transaction on my card for this company. Thankfully it failed. Looks like others are also experiencing the same so leads me to believe it may be somebody linked to the company. I have no idea how they got my card details.

How come this company tried to take money out of my bank account when I have never placed an order with them and how did they get my bank details?

I was a weekly FreshDirect customer starting in 2010 up until about 2 years ago. Now I just order sporatically from them if there is something they carry I can't find elsewhere. I literally just got an order from them with just 6 of the 30 items I ordered. Just 6! After calling their customer service and getting mediocre service I am done. I spent over $200 with them and they best they can offer is a scripted apology and a delivery window tomorrow for the missing items tomorrow? What about dinner tonight? I am already paying a premium for there groceries compared to other delivery services and now I will be ordering dinner tonight too because of all the missing items. Literally all of there delivery competitors do it better. Even my local grocery delivers more reliably. It seems that FreshDirect has been moving toward specialty items but in NYC specialty is not that hard to come by. Why order from them at all?

Edit 07/06/23: Since my writing of this review Fresh Direct reached out to remedy the situation that actually had gotten worse before it got better. That said, I was happy with the fix they provided. The other customer service representatives I spoke with after the fact were definitely more helpful and took their job seriously.

Overpriced and poor service. We've had deliveries lost or delivered past the scheduled time as well as wrong items. For their prices, this poor service is unacceptable. When we contacted FD about today's missing delivery, we were told it was delivered and left with our doorman. It wasn't. So this company doesn't even communicate honestly with its customers.