My husband and I have gotten weekly deliveries of Fresh Direct for more than 20 years--we were among their first customers. Pros: very convenient, good selection, and the quality is usually pretty good, although at times produce is not the freshest. I like being able to order from past orders and have "favorites" on the web site. It saves a lot of time. Usually the deliveries are on time. Delivery guys are generally very nice. Cons: the web site constantly has issues and the customer service has gotten a lot worse over the years. As an example: to get the time slot you need, you have to order several days in advance. (Unless you use their "Express" same-day service, but a lot of items are not available on Express.) So I usually place the order in advance with just a few items, and then go in to add the rest of my items the day before. The site gives you a "cutoff time" to modify your order. Tonight I went on the site about 30 minutes before my cutoff, added a whole ton of items, and then it wouldn't let me place the order. When I called customer service, they said that the order had already been packed, so it couldn't be modified. So, basically the cutoff times mean nothing. When I asked how I could know when placing an order when the actual cutoff time would be, she said, "If you see that the status of the order has changed, then you know it has passed." Well, gee, that's helpful--you'll know when it's too late. Thanks for that. And this is not the first time Customer Service has been useless--every couple of months, I have an issue like, I press "place order" and it empties my cart, which means I have to go back and remember everything I ordered, or other issues like that. (The app is much more reliable than the web site, but I find it a lot easier to toggle back and forth between the site and my shopping list on a computer than on a phone.) Years ago, at least when you called Customer Service, they were very helpful and would go in on the back end and fix things for you. Now, no matter what happens, they say there's nothing they can do. We spend hundreds of dollars with them weekly, and tonight, I had to argue and wait to speak to a manager just to even get a measly $10 credit for the major inconvenience. They didn't even apologize until a LONG time into the call--they just acted like what happened was totally fine. Not the best way for a business to treat a very loyal customer. So, I hope they make improvements to their web site and their customer service. But still, you can't beat the convenience.... read more

I am dismayed and so sad to have to write this review. Fresh Direct used to be a great grocery delivery service for fresh, locally grown (PA, NJ, NY, CT) produce, CSA shares, humanely-raised meat, homemade pies and desserts, fantastic prepared meals, and other interesting, hard to find products. It's the ONLY place I can buy Poly-O Grated Mozzarella for our homemade pizzas. They recently returned to the Philly area after pulling out a few years ago and I was happy to see them back, but I learned that the original company is under new ownership since 2023. Unfortunately, my orders began to have problems almost immediately - thawed frozen food, squished tomatoes, haphazard packaging, missing items (including steaks!), and spoiled items. I have always been told that their food is held in a temperature-controlled environment until delivery and that was certainly true during the pandemic, but it has not been the case with my recent orders. I wrote to Fresh Direct and they are eager to give me credit or refund my money but they keep evading my questions about food safety! Today, I got a notice that my order had been delivered but it hadn't so I wrote to them. A little while later the delivery driver called me to say he was on his way and that the app had mistakenly said the order was delivered. And that is how I finally learned the truth about temperature control! According to the delivery driver, the Fresh Direct fleet of trucks in the Philly area had maintenance problems so bad that it wasn't worth fixing them. So they advertised in the local paper for 20 delivery drivers, but they needed to provide their own vehicles! This guy said that he has spent over $1,000 on dry ice but that most of the drivers won't do that, so that is why my food has arrived thawed, missing, and spoiled. No accountability because these delivery drivers do not work for Fresh Direct. They operate like contractors. Like an Uber. I would think this is a safety issue so I intend to report them to Philadelphia's Office of Food Protection (215-685-7495), and possibly to the FDA. I am baffled by how little Fresh Direct seems to care. It's as if they view the refunds the cost of doing business. Doesn't sound like a good solid business plan to me. BTW - about that delivery driver who enlightened me, after telling me how he was a good old honest South Philly boy with morals who would never steal my food or deliver thawed frozen food to me - he never showed up! lol Judging by our text exchanges, I think he is not the sharpest knife in the drawer. But then again, he got my food and I didn't! The way I see it, Fresh Direct has hired a bunch of delivery people who are out there stealing groceries and making arbitrary decisions about whether or not they will deliver your groceries and they answer to no one! Grocery pirates if you will! They got some really high quality, expensive food from me - steaks, crab, pork chops, fresh produce, prepared meals, cases of seltzer, etc.. I don't know - it's just a feeling - but I expect to see Fresh Direct retreat from the Philly market once again. read more

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I've used them for years out of stubborn convenience. Without fail, half the time the drivers completely ignore simple delivery instructions like "ring the door bell". You find your food an hour later sitting in the sun bc nobody called, texted or rang the bell. (they don't even have the common sense to leave the bag 2 feet to the right in the shade) Dozens upon dozens of complaints, refunds and ruined meals. Nothing changes. The only thing I will say is that the customer service is friendly, easy to reach and always sympathetic. read more

Fresh Direct really screwed up our Thanksgiving delivery today. As an addition to our order my daughter purchased tater tots and fries for other meals. Fresh Direct sent her a message that those extra items were not available and issued a refund. We sat expecting the Thanksgiving dinner meal to be delivered. When the delivery came all he left was the tater tots and fries and not the Thanksgiving meal. She asked him and he said it's lost or that was all he had for her. She called and most of our items for Thanksgiving are sold out now. She's making arrangements for a change in menu and they say they will now deliver our Thanksgiving meal tomorrow. At least she's working from home tomorrow because I am in no condition to do anything! Of all the times for my daughter to be stressed this is the worst. One Star! read more

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Lots of incorrect items are delivered. If you ordered organic whoever is pulling items off the shelf is just seeing the product not the organic. Customer service used to be amazing now it is filled with long delays and directions. It's unfortunate i used to really rely on them. read more

I had exactly the experience of reviewer Jan M., below . I ordered a brisket, $60+ for 3.5 pounds. After having removed almost a pound of pure fat, I was left with a hunk of 2.5 pounds of floppy suet, lightly marbled with meat. I threw it out. There is no way anyone could have in good faith thought this stuff was edible -- and now that I see I was not alone, that it wasn't just a one-time terrible mistake, it seems like some kind of inept attempt at a scam. I am a long-time and (previously loyal) customer, but they still made me jump through hoops to get a refund. Fresh Direct, what are you guys thinking? read more

Something's gone wrong with fresh direct. Hours on the phone with no resolution. Being promised that a supervor would call back, which never happened or way too after the fact. Poor quality food. Fresh direct has changed. I say that as somebody has been a customer since it first began more than 20 years ago. Great marketing which rings hollow. Here is my latest experience which reflects a lapse in quality control and abysmal customer service. Fresh direct delivered 4 pounds of meat that was so disgusting. I could hardly look at it. It was essentially a slab fat with a stripe of red meat running through it. And here I was having people over for dinner, have set aside a time to cook but could not ever present this poor quality meat. . I called FD - 1/2 hour of conversation and hold time. They claimed they could not deliver a replacement that night, but assured me that a supervisor would call me to try to work something out. I did not trust the woman on the phone and said let's reserve a delivery in the morning as we did. I never heard back from any supervisor that night. The next morning delivery slot was scheduled between 9 AM and 11 AM. I got a text message saying it would be 45 minutes late. Nope, it never showed up. (which put me into a panic given all the people who were coming over.) I called again and at least another half hour on the phone enduring protracted hold times and she came back confirming that I didn't receive my order and then said. sorry all deliveries are finished for the day." It was 12 noon - so that's a lie. But she said a supervisor would call me back in 50 minutes. Two hours went by and no supervisor called. AGAIN I had to call in again at the very least to get a refund on this misbegotten slab. Meantime my husband ran out and got 5 pounds of meat elsewhere. (Citarella) Finally, a supervisor did call me back at 4:15 in the afternoon. Four hours after I was expected to have a call and too late to rectify anything. Trust has been broken with fresh direct. Their image is tainted now. Their branding posts 35 temperatures in their refrigerators and one specifically for bananas. As if this company cares. They used to. They don't anymore and they are not to be trusted. They have failed me as a customer, left me really truly in the lurch while their customer service people read their scripts with detached apathy. Time to try Amazon/Whole Foods again. Shame to see Fresh Direct become so incompetent. read more

Order delayed several hours and unusable, also CustSv terrible. Plus in past we've had broken eggs and packaged items delivered. NOT a good option! read more

I stopped ordering from FD awhile back because I had so many issues with deliveries. Then FD left the Philly area. It has been awhile and FD has returned, so I thought I would try to order again since I am super busy. They claimed my food was delivered, but nothing was here. They do not provide a phone number to call, so I had to find that out. When I finally got a service rep, she could not contact the delivery team to find my food. I tried looking on other houses' porches in nearby streets. Nothing. They say they will refund my order, but in 3-5 business days. Why does it take so long? This has now been massively inconvenient. The opposite of what you want in delivery. read more

I was happy that my FreshDirect order arrived when I expected it, but I was disappointed because several items were missing from my order. I have screenshots showing everything I ordered, along with photos of what I actually received, so it's clear that some items weren't included. It's frustrating when you're counting on the groceries you paid for, especially when the order itself arrives on time. I hope FreshDirect can improve their order accuracy and make this right. read more

When a company is delivering fresh food, including frozen food, and cannot follow simple instructions, they should not be offering their service. For 3 consecutive weeks we have asked that the delivery be left with the building doorman and stored in the refrigerator, and every week they leave it outside our door. We have complained and they even have delivery instructions showing the requirement, but apparently this is beyond their competence level. We don't get home until the next day, so food would be ruined. Fortunately alert doormen let us know. Apparently expecting a basic level of service from Fresh Direct is too much to ask. read more

FreshDirect - Instructions that Fresh Direct print but ignore - Grocery Near Me - Bronx, New York

I have a dinner party tonight and never delivered my steak and shrimp for my dinner party and absolutely did nothing to rectify this error telling me that they can send the order out for tomorrow. This is supposed to make my grocery experience easier and there's nothing easy about having to go through my order and correct their mistake. I will never use them again. read more

Subject: UNACCEPTABLE: Repeated Delivery of Spoiled Hot Food & No Customer Support Response To FreshDirect Executive Escalations / Customer Service Management, I am writing to formally demand an immediate refund for the spoiled and unsafe food items delivered in my recent order. This is the second consecutive time that FreshDirect has delivered spoiled hot food to my residence. Delivering hot food that has dropped into unsafe temperatures is not just a poor customer experience; it is a severe health hazard. Furthermore, your customer support has completely ignored my previous complaints regarding this issue. I pay for a premium grocery service with the expectation of receiving edible food and competent communication. Instead, your company has shown complete disregard for food safety and customer service. Please process a full refund to my payment method on file immediately. If this matter is not addressed promptly, my next steps will include: 1. Initiating a formal chargeback dispute with my credit card company for receiving defective/unsafe goods. 2. Filing a formal complaint with the Better Business Bureau (BBB). 3. Reporting these food safety violations to the local Department of Health. I expect a direct response confirming my refund within 24 hours. read more

My Delivery scheduled 11-1p. Sent me message saying delivery would be 3 hour delay. No explanation. They arrived. It is almost 7 hours.

Fresh Direct used to be wonderful- we'd been happy customers since Fall 2020. But, given the recent switch to third party delivery contractors, I can no longer reliably recommend ordering from them. For multiple weeks in a row, meat and fish and dairy has showed up warm and/or spoiled. In our most recent order, our frozen items did not show up at all, and the contractor said that "another driver may come later with your frozen items" (there was no other driver, we never got those items). Now, to their credit, Fresh Direct refunded our money for the spoiled and missing items. But it's clear the delivery contractors are not reliable, and personal vehicles are no substitute for the previously used refrigerated trucks. I was told multiple times via support email/chat that a delivery supervisor would call me back. They did not. We've started ordering groceries from other delivery services. read more

I have been a loyal Fresh Direct customer for over twenty years, often spending upwards of $2500/month. Unfortunately, they are no longer reliable. Missing bags, orders arriving over an hour outside of the delivery window, orders not arriving at all...this has all become par for the course. It's pathetic. I will happily update this review should their service improve. However, I'm looking into more reliable options and plan on canceling my membership. read more

I used to love FreshDirect. In the last few months many fruits and vegetables have been old and unusable, You must have a photo of them to get a refund which is not convenient They should take "Fresh" off their name. t read more

Fresh Direct has a trucking company by the the name of UTF Trucking. Their vehicles leaves their engines on in the streets all day in a street in Manhattan, polluting with noise and gas. Several complaints have been filed but their drivers ignored and continued to idle their engines. Please boycott Fresh Direct as their UTF Trucking pollutes the streets and disrespect the neighborhood. read more

After being a customer almost from the beginning, the last 2 weeks have made me a former customer. Last week my order was over 2 hours late with no explanation. This week my order was shown as having been delivered @3:30 complete with a black photo as proof of delivery! Two phones to customer service resulted in my be told that someone would get back to me. When I asked when they had no idea when but I should wait! Fresh Direct is no longer the only game in town. There are not only other services there are less expensive alternatives with just as good quality. It appears that Fresh Direct has reverted to their horrible service during COVID - what's their excuse this time? read more

FreshDirect - This is the proof of delivery - Grocery Near Me - Bronx, New York

Abysmal. Orders always missing items, some bags part of an order lost, or left behind. Good customer service, with refunds processed quickly but my most recent issue with Fresh Direct coincides with what will be my last order from them. Ever. I've closed my account. Bad quality food, with fruits and vegetables that rot quickly. Expensive. The grocery business is a bad one and Fresh Direct proves it. read more

bait and switch. I started with them, organic milk was $4.19 a 1/2 gallon--within six weeks after subscribing, it went up to over $7.00. when I complained, it mysteriously went down to $6.29. Other prices similarly exploded. They even messed with my ORDER HISTORY--but I had saved pics. CRIMINAL. read more

3rd party shipping and no refrigerated truck. They only delivered 25% of my order and the frozen items had begun to thaw.

We have been regular Fresh Direct customers for all our weekly groceries since the early 2000s. For the most part, we were very happy with the service over the years. Not perfect, but mostly pretty good. Until the last eight weeks or so. Fresh Direct have recently engaged a third-party delivery service that is absolutely terrible. I would rate them a minus 5 stars. Our food is now delivered (if it shows up at all) by some random person in their own car and has been consistently damaged, missing items, unrefrigerated and completely defrosted, and with replacement items that aren't even in the ballpark of the original product ordered. We have no idea how long anything has been sitting in the back of their car because, as I mentioned, everything is room temperature when delivered. Not good. Not good at all. We have also had to call several times each week to find out where our delivery is, where missing items are, get refunds for damaged items, etc. When something is actually delivered, nobody rings our doorbell so the food just sits there unless our cameras are triggered and we go out to look for it. It's a tremendous inconvenience to have to spend time and effort dealing with calling, waiting on hold, speaking with someone, getting transferred to someone else, and on and on for something that used to work nearly seamlessly. It's all a function of this ridiculous change to their delivery personnel. Whoever made this decision in FD management should be required to have all their food delivered by this service. Nothing better than a $60 steak that's been in a hot car all day. There are lots of competitors out there and FD has lost us as loyal customers of more than 20 years. Our neighbors are also experiencing the same issues. It's not looking great for FD in Westchester. I guess profits over customer service works in the short term. At this rate I doubt if FD will even in business in a year. Don't waste your money, precious time, and frustration on Fresh Direct. We have tried for the last two months to make it work, but, if anything, the service has declined even further. They clearly just don't care about their customers. We've started using a competitor and it's been a much better experience. Prices are 15-30% less for the exact same items, they arrive when scheduled and are intact. Unless Fresh Direct gets their delivery service back to a high standard, we will be moving on permanently. What's the point of having your groceries delivered if it becomes more of an inconvenience than just going to the store? read more

I've been a customer since 2008. Have used them in both Brooklyn and Manhattan. Occasionally, there are hiccups, but customer service is usually very efficient in giving you credit back if something is missing or damaged. Their prices are on par for the most part, or better than most grocery stores in Manhattan. Some of their produce leaves a bit to be desired, but I still shop for it here when there are sales. Their real star products for me, are their meal kits and 4-minute meals. They're very tasty and easy to prepare and much less expensive than ordering in. I'm a Chef's Table and Delivery Pass member, so there are often deep discounts and free product trials. I've learned about so many new products, thanks to these benefits. All in all, I do recommend it, especially if you don't have the patience for grocery store visits. read more

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Unfortunately, after being a loyal customer for over 10 years, I am done. Two major issues in three weeks with very very late deliveries and no response to multiple emails. Being 150th in the phone queue but never getting a call back. Having food delivered at 2am after we're already in bed. It's pretty clear that this company is in major trouble. It makes me sad because I was always willing to pay 20-30% more for great service and high quality products. Now I am cancelling my deliverypass and just going with Amazon Fresh. read more

Fresh direct service is going down the hill. I pay for a delivery pass that is starting to. It be with the money. Although the product remain fresh and better than my local grocery stores, the delivery service has declined. I schedule a delivery every Sunday from 7-11. This used to be the most reliable time. I received a text message and call stating the delivery will be delayed 15 min due to inclement weather. What inclement weather, it is sunny with no rain. It is now an hour later I had to call for my status when I pointed out there is no inclement weather the rep stated there are issues at the facility. Why did I have to call to find out that my delivery will be 3 hours later. I have never had this type of delay. I live in the Bronx it always makes me think with these companies and how they treat minority communities. The facility is alone about 20 min from my house. I am sure the deliveries in Manhattan and Riverdale are not delayed in this manner and this often. I am going to have to rethink this service as ii pay for convenience and this is not. read more

I'm a longtime Freshdirect member and I truly appreciate their service and selection of fresh food, alcohol and meals. You can literally order the night before if you need something in a pinch. The delivery people are always friendly. They now have a good selection of wine and liquor as well. I really like their desserts. Grocery delivery is truly a godsend for those of us without cars - it definitely beats schlepping groceries on public transportation and this is how I justify delivery fees- thinking about all the time, effort and money I'm not spending on gorcery shopping. read more

FreshDirect - Grocery Near Me - Bronx, New York

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Great customer service and quality! I love it. They always help me when I need assistance with a delivery too.

I am a long time customer since the pandemic, and I was so happy with freshdirect and the service they provided. But after today I am going to cancel my account. I Put in an order delivery time 7am-9am Nice weather out, and I wanted to go enjoy the last day of it Since I was off from work. Unfortunately fresh direct had other plans for me. My delivery became an 8 hour wait. 3 chats and $40.00 of credits later it finally arrived. no apology from the company or driver Wow! Ever since fresh direct started having conflict with the staff and delivery personnel, and they threatened to go on strike they started outsourcing And not correcting the issues at hand. Fresh direct do better for your people and your customers so that none of us have to suffer. we all don't have the luxury to sit at home all day long waiting for a delivery that should have been here between 7am and 9am. read more

The worst. Used to be good. The website was totally wrong about the delivery times. They never rang so I could let them in the building. Somehow they got access and left meat, milk, yogurt, ice cream in a lobby that was at least 90 degrees in summer heat. They didn't call or text or email. The order sat there for hours until my wife came home and found it. By then it was not just spoiled but dangerous. Customer Service lied to me on the phone and only one person I spoke with was able to explain how a refund would work. I tipped $15 and was given dangerously spoiled food in exchange. I asked to speak with a supervisor. The supervisor was useless. read more

They are SCAMMERS!!! I don't normally write reviews but yo this place sucks! They didn't deliver my food no one contacted me about it...and then they withheld my refund I called them several times to get this resolved they didn't email me details assuring that they are fixing the issue this place is very unreliable and unprofessional don't shop here... read more

Shopper didn't deliver the majority of my order. It's not that it was out of stock, they just didn't deliver it and I was charged for the entire order, including their tip. When I contacted Fresh Direct they tried to only refund me for the items that weren't delivered. I asked about the delivery fee and the tip. Why should I have to pay this when I received 10% of my order. After a very long chat session, I finally got the majority refunded but I shouldn't have to fight for it. Tips should be included after delivery, like Amazon Fresh or Whole Foods. That way, if the shopper does something like this, they don't receive a tip they don't deserve. Tips are earned. read more

Terrible delivery service from FDs outside delivery contractor Reif in order to save a few cents per delivery. Pennywise pound foolish.

They use AI customer service when you call, they miss bags, don't ring my bell to alert they are here, and crush all the delicate food

The Citrus-Soy Chicken with Brown Rice & Snow Peas was inedible. The chicken did not look grilled as in the picture and tasted horrible. It ended up in the trash. read more

For the past few weeks, the delivery windows on Friday and Saturday mornings/early afternoons have not been available. I live in the Yankee Stadium area. I was finally able to make a standing reservation for Sat 9a-11a and placed my order on Wed afternoon and received confirmation for Apr 2, 2026. This morning, Thu April 30, I received a call saying that time was no longer available, would I be interested in a Saturday late afternoon into evening delivery. That didn't work but somehow all of Sunday was available. What is happening with Friday and Saturday deliveries? Are they gone completely from my area leaving only Sundays? I've been a delivery pass member from the time they came to the Bronx. I've called customer service several times and they don't have answers. Maybe I should just cancel my account altogether. read more

Do you enjoy waiting around for a delivery that misses its promised delivery window and then shows up (not exaggerating here) with half the order missing? Then you call customer service and someone located abroad tells you sorry they can get you SOME of your missing items to you express and that will be there four hours later (makes you wonder how they define the word "express"). Plot twist: that express, emergency order arrives three hours late as well! You can not make up this level of incompetence. Go ahead and search for reviews online. This is common with Fresh Direct. There is an entire subreddit dedicated to the chaos they cause in people's lives. The staff that work their call center must get paid handsomely because that level of curtness and blithe disinterest in your problems cannot come cheap. And when the second half of my original order finally arrived? All the eggs were broken so I had to spend more time washing egg yolk off my vegetables and then calling customer service (again!) to beg to have the eggs refunded. Never ordering from these guys again. read more

On 4/12,FD 's order missing main items. After 4 phone calls and one chat, I am told the same thing over & over, that my SNAP account has been credited and there is nothing they can do & that I should contact the SNAP office. After contacting SNAP, they say refund was never received and are sending me a letter to present Fresh Direct confirming that the refund was never received. The FD customer service is one of the worst I have ever dealt with. I asked a supervisor to send me an email stating the refund was issued so I could take it to SNAP to show them that FD was claiming they made such refund. She stated she would have to present it to her team to evaluate if they would be willing to write the email! So, 15 days later, no refund in sight, no help from Fresh Direct...where did the money go? read more

I have been using Fresh Direct for about 5 years, I like their food. And while they once didn't deliver my fresh Thanksgiving Turkey on time, I have been mostly satisfied. What I am now having problems with are the deliveries. I always seem to get someone in a van with my food stored in a moving crate, and I think the only cooling source is my frozen food on top thawing. Yesterday I threw everything away because my meat was hot and all of my frozen food completely thawed and mushy. I requested to have my food delivered their Fresh Direct refrigerator trucks and if they can't I will stop using them. read more

I can't speak on anyone else's negative experiences. All I know is that whenever something is not to our satisfaction, Fresh Direct always always makes it right. The customer service is unparalleled. Do you know how difficult it is to have to go back to a store and try to get a refund on something that has spoiled or expired? It's like torture, but not so with Fresh Direct. All you have to do is go to the help section of their app, and put in for a credit and voilà, in less than 24 hours your credit appears for the next order. Thankfully having to do this is very rare but it's nice to know that it's there. I'd say about 98% of their food items are of very high-quality. For example, their house made lobster salad is phenomenal. I just made myself a lobster roll sandwich using Martin's long buns that I bought from Fresh Direct and it was the same or better than if I would've bought it outside and for a fraction of the cost. The delivery guys are always very polite and accommodating. They work extremely hard, so I always tip them well. We've been using Fresh Direct for about five years now, and I can say with absolute certainty that we will never go back. Very highly recommend. read more