So disappointed by my most recent interaction with Customer Service. VERY unhappy customer. PeaPod, anyone? Let me be clear: I love FD and cannot imagine life without it. Perhaps that is part of the problem -- if I am generally an extremely satisfied customer, maybe I won't notice if I get exceptionally and egregiously rotten service, just this once. To tell the truth, they are probably right. Not that this realization in any way dampens the amount of steam currently shooting from my ears. I've been a Chef's Table member since forever. I order from FD once or twice a week, every week of the year. I spend HUNDREDS of dollars there every month. I answer all of their stupid email surveys. I recommend FD to my friends. This year, like every year since 2008, I placed my Thanksgiving order with a place-holding turkey about 5 minutes after I got the email annoucing that turkey season was open. Per my years' long habit, reserved a delivery 4-6pm on the pre-TG Tuesday and bought my turkey. Then came Sandy. And the flooding of the FD site and the loss of many of their delivery trucks. And the many messages by email and on the FD website assuring all of their loyal customers how important we are and how hard they are working to get things back to normal. And, aside from that first week, and the disappearance of any delivery slots earlier than 6pm, so far so good on the service front. I've been more avid about booking slots for delivery way ahead of time, couldn't get the odd item, and in that first week did get a telephone call telling me that an order booked for 4-6 would have to come between 6 and 8,but generally,problems have been minor. Until now. Because my pre-TG delivery was not within the new post-6pm-only time frame, I emailed them LAST WEEK to ask whether I should plan on switching my slot to the 6-8 period, which was still (kind of unbelievably) available when I sent my email. They wrote back and said NOT NECESSARY, no problem, if you booked 4-6 that's when the delivery will come. Then this morning comes an email urging all the loyal customers to book early as slots are selling out rapidly for the holiday. No problem for me, I foolishly thought to myself, I already made sure that I am good to go. Ha. I say again, HA. So I go to modify my order today, filling out the holiday meal beyond the turkey. Did I mention that I'm cooking for 15? All is going swimmingly until I try to check out and discover that my RESERVATION IS GONE. And ALL the Tuesday slots are full. Don't even THINK about Wednesday. Only thing available is Monday, which for multiple reasons is just a day too early for my life. So I call them. And get nothing but platitudinous apologies but no actual service. They just cannot help me, the truck is full, they're so sorry. What, I should like to know, would have happened had I waited any longer to finalize my order? I would have had NOTHING, because all of the delivery time slots would have been gone. Why did I not get moved, when they realized that they weren't going to be able to honor my original booking (which had been 'checked out' weeks ago, so don't try to tell me that I only had a reservation and not a confirmed order). Clearly they have this ability, because they had already done it once, and for something a whole lot less important than a holiday meal in what has been a really shitty year. So, I am left with a major inconvenience, and the feeling that my business does not matter to them at all. Yes, they offered me a credit, on my next order (see how smugly sure they are they haven't lost my business altogether?) but that is so beside the point. And someone should tell their customer service people that the smarmy Dale Carnegie tactic of repeating someone's name does nothing to appease the pissed off customer, indeed it makes the situation even worse. At least have the decency to acknowledge that your service fell far short of the mark, that it was entirely unsatisfactory and in no way approached what they should consider to be the absolute minimum standard. But do not talk down to me and expect me to be understanding, when I already gave you an opportunity to avoid this problem. My loyalty as a customer clearly mattered NOT AT ALL to them. read more

Always come on time, food never damaged.. i am definitely a fan! But you know what I just discovered?? Shop Rite in New Rochelle is starting to deliver in NYC!! Spread the word! They are cheaper too! I would like to see them grow. read more

Long story quick? Used FD since they started delivering in Inwood. Wasn't perfect, but better than single-handedly lugging from the Village, from 59th St, etc. After a two-year ordeal on the west coast, we returned home to NYC in August 2012 and were REALLY looking forward to FD again. Well, it had changed. In these past six months they've kept changing, but not for the better. Here's what people considering FreshDirect should know: - If you want or need to schedule your time reliably, you'll be happier lugging your groceries than waiting for FD. Your time slots for delivery kind of come and go, with the go part more so recently. Several people in this building alone have asked for the earlier slot (6:30-8:00 a.m.) to be reinstated, and? Just this past week, more time slots have disappeared. Now, nothing before 10 a.m., nothing between noon at 4 p.m., etc. - Check all items for the "use-by" or "expiration" date. It may tell you that you're buying old food which FD has obtained at a discount, and they are not passing that discount to you. - You may not have a kitchen scale; it's worth getting one. The low weights of their produce can be costing you a bundle. - If you live on the 6th floor or above, be careful! Your elevator(s) may go down for repair (or it's a walk-up), so you'd better be ready and able to go down to at least the 5th floor and carry those boxes up the stairs. - If you receive broken items, 3/4 of a pound instead of 1 1/4 pounds of something, late or no-delivery, spoiled stuff, or wet or unknown-substance-littered boxes, just reply to the emailed confirmation of your order. Let them know! They will often give you credits toward your next delivery. However! What you want is not a credit; you want a refund on your card. Make sure to get the refund, otherwise you're stuck ordering from them again and taking the same risks mentioned above. - Go through the three or four tries it sometimes takes to fill in the 're-kaptcha' here and read the filtered reviews. I recognize some of the praise and most of the complaints as absolutely valid in my experience. You'll have a better idea what others are really going through with FD. read more

Hi...I use Fresh Direct fairly often and typically feel good about the service. That said, i ordered a lot of ground meat (beef, pork, veal) to make a meat sauce and, in the end, oted to instead make a dish where the recipe called for very exact weights of meat. Upon opening three of the FD meat packages (of the 11 I bought), I found that they were all short of the stated one pound weight by 1/2 - 1 ounce. I have two scales and both confirmed the findings. I get that this could happen on one out of 11, maybe even two...but all three? The odds of that happening are astronomical. Has anyone else experienced underweight shipments from these guys? read more

Freshdirect is a great business model, especially in NYC where many people don't have cars and driving is painful in any event. But they do as badly as possible. On several ocassions they have simply failed to show up. Last night they didn't come between 10-11:30pm as scheduled, then left a message saying they would come one hour late (e.g. by 12:30am). They never showed up. When I called today they didn't believe me until they looked it up. When I asked to have it delivered promptly the woman said I could reorder for tomorrow. When I asked to speak to a supervisor she hung up. Ultimately I was given a $20 credit over email. The customer service is generally horrible, but since 90% of the time one does not have to deal with them, it is still usually better than schelpping to a store. I just wish they had competition: another online grocer in NYC. Because online grocery shopping is super convenient. Freshdirect just makes it as unpleasant and unreliable as possible. read more

These guys are a bunch of crooks. We made our second order with Freshdirect, then noticed they'd billed us twice. We contacted them and they said they'd take care of it. 48 hours later, still $300 being charged to us for a $143 order. I spoke to their customer service rep who politely told me that this is the way they normally do business (I should check the fine print on their web site), and that 48 hours AFTER I've received my order, then they would process the actual charge for the merchandise. When I asked to speak to a supervisor, I was told I couldn't - they would have to call me back. Pretty outrageous to charge someone double PLUS 25% for a purchase, as a normal way of doing business. As this was paid by debit card and not a credit card, this is even more galling. Freshdirect - you just lost a customer. read more

This company is completely unreliable! I have had issues in the past with this company (such as broken merchandise, and delivery outside of the stated deliver time) which I was able to overlook. But today was the last straw and I had to cancel my account. I ordered an entire Valentine's day meal for my boyfriend and I and FreshDirect completely ruined it. Half of our order was not delivered and when I called the customer services rep. he says "Sorry. There's nothing we can do. We can send it out to you but it won't be delivered today." What is a customer to do! Its NYC (one Valentine's Day) all of the restaurants are totally booked! Thanks FreshDirect for ruining Valentine's Day!!! read more

Really not happy with the delivery. they do not follow any instructions (even when they confirm you) and have no problem to deliver to a neighbor while you wait at home! read more

I just love fresh direct. I order whenever I'm in a bind and don't have time to grocery store. The food comes delivered in neatly packed boxes and everything is fresh and of good quality. The delivery men are professional and courteous. I tried ordering from peapod once to try it out and I was completely dissatisfied. From now on fresh direct is the way to go. read more

Tried it for the first time and most likely the last. I was missing some items and when I called the lady on the other line seemed more obnoxious than i should have been. They didn't put my last box in the truck or according to the driver who sent a portion of my groceries, my other box was loaded on another truck. No it's not as easy as we'll deliver it first thing tomorrow morning because as many people are in NY, I live by myself and I work from Monday to Friday.... Grocery delivery and other home delivery is just isn't there for me yet.... read more

I couldn't be much happier food 99% of time extremely fresh and if your not happy they apply credit to you account. Have delivery pass and guaranteed saturday am delivery. They have never been late always send what i ordered no surprises I was going to use service once for free 50 in groceries no i order every week no more 3 hour grocery trips read more

My credit card information was stolen after using Fresh Direct. Please check your bank statement following using this website.

I am very happy I started to use this company They provide a great service and convenience. The customer service is A1 and the delivery people are professional and pleasant. The reason I didn't rate 5 stars is because of the limited grocery selections on somethings. read more

I have used FD for years, and love the service and food Last week delivery was messed up I was billed for 2 lbs of grapes and only a handful In bag But immediately I received a call to apologize and a credit in my order that was generous They stand behind their service which I why I love using them! read more

They seem to stock up as long as a month suppy of some perishable items. I received a full box of mangos (x9) all rotten. When I ordered 2 weeks prior, the same mangos were all green. Not at all fresh if you get towards the end of its shelf life... After I received rotten raspberries, cucumbers and mangos and bad customer service on top of it, I decided not to shop with them. read more

I have been FreshDirect customer for 12 years already because it fit into my busy life stile. I would not mind to pay more in order to save time, but I would not shop there any more. Their prices are not competitive AND customer service is horrible. It took them 4 MONTH to process a refund for an order I cancelled (for those 12 years I cancelled only one order!) I had to spend hours on a phone with them to get my money back. Since they decided they can waist my time, I would rather go to Costco. read more

I have used this service for 3 years. It started out great and has gone steadily downhill this last year. I repeatedly get the wrong items (leeks, not scallions; kale, not swiss chard), receive and am charged for things I did not order and fail to receive things I did order. Today's delivery is my last. I will never use Fresh Direct again and encourage everyone to switch to Pea Pod or Amazon. read more

Used to love FD. But too many times they don't make delivery times with no notice. Last night after no delivery between 4and 6 and leaving work early to get home by 4 called Six times to be given updates of '30 more minutes each time '. Gave up at 1050pm. Really 7 hours waiting for groceries. And then a 'sincere' note from customer service saying they are 'escalating' the issue and will be in touch asap. Crickets. How do they stay in businesss? read more

All I can say is that Fresh Direct used to be great: I was a subscriber up until 2018 because they had great produce, great meat, great deli, great seafood, and their service was reliable. I recently renewed my subscription (in part because of COVID), thinking service would be on par with what was provided in the past. But I was wrong: produce is not quite as good, meat is limited (no chicken parts), deli cannot slice meat thin for some reason, and on two separate orders I received dead lobsters -- which means that they either died in transport or (more likely) they were dead when they were packed. Dead lobsters should not be eaten unless you really want to risk getting a very bad case of food poisoning. The good news is Fresh Direct issued refunds in both cases without question and extended my membership by 1 month -- but it doesn't address the quality control issues in their packing facility. I will keep my subscription for now, and hope for the best. read more

Great food, great delivery and service... been actually using them for TWELVE years now ever since I was at college @ NYU - obviously then for the convenience but I think what people don't realize these days is the quality freshness and selection of their product - they aren't a PeaPod who just delivers from your local super market - straight from the farm to your front door! Always please with my several orders each month and refer some friends to save some $$$! read more

It's worth it . . . I used Fresh Direct recently. Their prices are no different than the grocery stores in my neighborhood. There's something about receiving your goods in freshly-packed boxes I like as well. Being that the food was chilled, it's obvious the truck was properly cooled. A token few items were even cheaper than my local grocery store. I was even daring and tried the fresh salmon salad. I thought it was tasty and appreciated the chickpeas and non artificially flavored balsamic vinaigrette. The guys showed up within 35 minutes of the beginning of the delivery time window. FreshDirect is a convenient way to receive all the groceries you can't carry. read more

I love Fresh Direct! They just started selling my favorite - Spicy Mango & Jalapeno Aidells Sausage. Can't wait to place my first order for it!!!! read more

I've been ordering from Fresh Direct on and off for over a year now. I always assumed it would be more expensive than going to the local grocery store but found that it is about the same price but with better quality. The produce and foods are always delicious and fresh. The only problem I had once was my icecream was soggy and I had some bars that were melted when they arrived. I called and explained and they credited my order for next time. They are very good with customer service and anytime a costumer is unhappy they seem to be very good about making it better. Overall I love Fresh Direct and appreciate the quality of products and service. Sure beats my local market which is overpriced and not as good. read more

This is a supermarket on a truck. You can order anything you like on their website including party platters and they deliver it to their door within a given time frame. West Coasters would love this. Never have to leave your home! read more

I must admit, I was a little hesitant to try Fresh Direct but now I wouldn't have it any other way. Who knew you could get your groceries delivered for the SAME price as going to buy them at the store!? The variety is great, there are always specials, and most importantly the produce is always fresh! The best part in my opinion is the free peak produce product that comes with your order! Plus, delivery is a breeze and very pleasant. 5 Stars! read more

what a waste of time! I scheduled delivery for 8-10am, at 10:30 still no delivery, I called and was told they will deliver 2-5pm. no delivery showed up and I had to reschedule for the following day. Once they did deliver several things were missing. had to call again, go through the whole BS again. TERRIBLE! Will never use fresh direct again. read more

I started order grocery like 6 month ago. The first couple of orders were OK but recently I am always getting poor quality: moldy organic tomatoes or bell peppers, crushed strawberries, and usually the perishable items are already NOT fresh at all. There is always something that I have to throw away. I am very disappointed even though if I do complain they try to solve it. But on the long run they don't seem to care about this issue, as with the next delivery I got rotten vegetables or fruits, again. It is very frustrating and I would not recommend their service at all. read more

this service sucks. I've now used them twice the first time they mixed up the produce I ordered and needed to go to the store and purchase the food anyway. I have a gift card which they didnt apply to the order which I didn't find out again till i went to make my second order. I wasn't able to check out and was having trouble applying my gift cards again. by the time I was able to check out again it was too late to the food when I wanted it and a few of the items weren't in stock anymore making me have to rethink my menu. their service staff was unhelpful and unapologetic. There is no convenience in using this service. read more

I just don't understand the negative reviews. I've been using FD for years (west side Manhattan) and find it only second to Amazon in making my life easier. Apart from a few broken eggs and a very infrequent omitted item (which they are quick to redeliver or credit) in all the years of service, I've found them incredibly reliable. I find the quality of meat, fish and produce as good as Fairway & Whole Foods & the choice of standard offerings excellent; the customer service first-rate; the website second only to Amazon for ease of use; and the delivery guys cheerful and helpful. They've just replaced cartons with reusable bags, a great boon for the environment, their delivery staff and customers. read more

I wish I could give 0 stars. They took $90 from our bank account just because. After several calls and emails they still deny it. We had to ask our bank to give us proof of that and we sent it. After 3 days of this we're still waiting an answer. read more

I wish I read these reviews before I made my purchase. My delivery is 3 hours past the delivery time bracket and I'm still waiting. I called customer service 2 hours ago and no call back; also I sent two emails with no response. This is my first and last time dealing with them. At this point I don't even want the delivery I want my money back. Whom ever is considering using them for the first time should learn from my mistake and do not trust them with your groceries. I've tried using Amazon prime now for food deliveries and they were on time and friendly, with all my items in great condition( including the eggs). AMAZON PRIME NOW! Try it! I'm so upset with FreshDirect. If no stars was a selection that would be my rating. read more

two stars for history. I was a $1000+ dollar a month customer (large family) and have been with them from the beginning. used to be great... now order are all missing critical items, some are late, and some dont even come. totally unreliable. sucks to switch, but they've become bad enough that its worth it. read more

I have been a FD customer for years. This past year, FD has been going downhill. My recent orders have had items missing and/or damaged. My last order had a dozen broken eggs seeping over the other contents in the same box (including a heavy bag of dog food). I don't know how the cartons are packed, but there needs to be some quality control. On the plus side, the delivery personnel are always courteous and punctual. If you live in an apartment in Manhattan, the delivery is convenient. As far as quality items: meh. read more

I just want to say that the Crispy Chicken Frozen fingers will actually change your life. There I said it. Perfectly seasoned, never dry, I could live on them. Buy them immediately. read more

And the Lord said, "Let there be Fresh Direct" and the people of New York saw that it was good! And there was much rejoicing! I love Fresh Direct, I really do. They're good to me and my crazy "i don't actually do anything, yet I have no time to do anything" lifestyle. i know people don't believe, but it really is cheaper than the grocery store if you're having stuff delivered. And everyone worries about the produce, but for the most part, it's pretty damn good and fresh. If you're worried, buy your produce elsewhere, but for normal groceries stuff it's really unbeatable. I also really do like the pre-prepared stuff. Their salads are fantastic. The reason it's not a five-star, though, is that yeah, you do get the occasional bad apple, or burst open yogurt, or cracked eggs, or broken Hummus container. And yeah, sometimes, they're late and it ruins your plans, but it's a small price to pay for the convenience of "click-click, ding-dong" groceries. I love me some Fresh Direct. read more

Really disappointed in the service I received from FreshDirect. I have purchased from this establishment many times and although there have been some poor deliveries, I have never received such poor delivery and customer service that I received recently. My order (#16907235829) was delivered on time, but one of the boxes was soaked from a destroyed milk carton and yogurt container - how this made it up to my apartment is unclear to me. The delivery man took these items back, not clear about the next steps to take. I proceeded to clean the rest of the items in the destroyed/messy cardboard box and contact the service department about a possible redelivery or refund for these items. It's been two days - i have contacted them through email several times and filed a complaint through their service department. I have not been contacted back by anyone and am extremely frustrated. I spend hundreds of dollars on a weekly basis, always tipping and rarely complaining (even when I have received incorrect or poor quality items - which now happens on a weekly basis), but this is just absurd. Not only is this establishment ignoring my valid complaints, but they are indirectly taking money out of my pocket and affecting my weekly schedule. Like everyone, I ordered these groceries for a reason and now need to go out of my way to receive them, as FreshDirect doesn't seem to care to help me out with their obvious error. If this does not get resolved, I will definitely be seeking alternative options for grocery delivery and will encourage others to do the same. Many friends of mine have stopped ordering from this establishment for similar reasons and it seems time I follow suit. read more

I've been using Fresh Direct for many years. I consider them a high end grocery store. (I live in West Hempstead) Due to a medical condition I do all my shopping online. In my area there are three grocery chains that deliver; Fresh Direct, Shoprite and Peapod. FD is the most expensive by far. A box of Kleenex at FD is $3.29, same box at Shopright $2.69 neither on sale, both 210, 2 ply tissues. Those prices are consistent throughout FD. Where they do excel is in their prepared foods and meals. Most of their food is restaurant quality. The portions are on the small side but still worth it. You have to be careful because while some things are excellent, others, are terrible. They use to have posted reviews, but as the quality on some things started to decline, the reviews disappeared. They also carry a large selection of fish with choices of wild caught or farmed. Their Poached Colossal Shrimp are amazing and cost $30/lb. Shoprite 8 inch Cherry pie $5.49, FD 9 inch Cherry pie $15.00 and it's more like Cherry soup. Taking everything into consideration, I use FD for their meals and occasionally their high end items (Stone Crab Legs). However, for the majority of my shopping, I go elsewhere. One last comment. They have support staff to help if you have questions. As far as helpful information, don't waste your time. If you have a problem with the food, they're great at giving refunds. read more

The only reason why it got one star was because I couldn't give it zero. This used to be the best service. Freshest produce, reliable delivery. Since April I've had nothing but problems with items either missing, damaged or spoiled in addition to late deliveries. Today my delivery, which contained my family's lunches for tomorrow didn't even come! So done! read more

I thought the negative reviews interesting. I've recently started using Fresh Direct because produce from other suppliers was mostly unusable. I don't drive, and need to have my groceries delivered. I find the produce to be fresher than other delivery services I've tried. If something unusable shows up, I've called Customer Service and they've credited me, immediately. Early on, poor packing caused berries to freeze, but I complained, and the packing has improved. The delivery has always come on time, or close to it, and they've found my apartment, even though it doesn't show up on some GPS systems. Meat is fresh. I'm hesitant to buy fish online, but I might try after reading a review about their fish. They have most of the groceries I want, but not all. I would certainly recommend them over other services I have tried. read more

UGH! I placed an order from FD because a friend gave us a gift card. We didn't know what the food/service was going to be like so we placed a very small order (4 microwave meals) that were basically covered by our gift card, minus the delivery charge which should have been put on our credit card. The delivery men were not able to deliver our items because they never rang the door bell but instead called my cell phone and I was unable to answer (my husband was home to receive the items). They said they could come back that night from 10:30pm-11:00pm (um no, its called sleeping) or the next night. So we asked them to come back to the next night which they did but one of our meals was ripped and the contents had come out into the bag. My husband called and they said they'd send a new meal two days later and issue us a $10 credit. When they delivered it again, the same exact meal had a hole in it and the contents had partially come out. A few days later I checked our credit card statement and were charged the full amount as if we never used a gift card towards our order. I called customer service and the guy said he'd issue us a credit to our card. I get an email saying we have a STORE credit and its for the wrong amount. They had said they weren't going to be able to deliver an item during our original order, which brought our order total down. But they actually did end up delivering it, which brought our total back up but apparently this was not shown in their system as it was the lower amount they were crediting us for. I called again and the customer service rep was so rude and not helpful and basically said my story was "confusing" and he was issuing me the credit because it wasn't for a lot of money, essentially saying even if I was making this up, its okay, because they're only giving us $30 back. Really?! Why would I be wasting all my time calling you turds if I was making this up! He then proceeded to say that he was giving me the credit even though he didn't understand what I was saying. Wow, thanks. I'm someone who actually enjoys grocery shopping so I would not have ordered from FD without a gift card and I WILL NOT be ordering from them again. Get your stuff together! You're right up there with FedEx! read more