FreshToHome: Order Meat & Fish 4+

Good Chicken ... Not So Great App

I ordered chicken thighs for Tikka last week and found it to be good. Today when trying to place a repeat order, I couldn’t move beyond the address selection page, being asked to fill up the address again and save and continued to move in the same loop. After 3 attempts I called the customer service, the lady was polite but unfortunately her guidance did not resolve the issue.

I almost gave up but decided to give it one more try. I called the customer service again, this time a lady by name of Rita responded and was able to guide to resolve the issue. I would say, thanks to her you didn’t loose a new customer in the making.

Two suggestions for improvement:
1. Please make a provision for digital payment at doorstep on delivery (credit card, PayTM, wallets etc). In today’s episode I was happy to place the order over phone but would have had to pay cash on delivery, which is a big “NO” for me.
2. Beyond the minimum order quantity, addition of smaller quantities would be helpful. For example, an additional 250 g after the first 500 g would be useful.

I have spent a good 30 min of my Saturday morning for you, hope you take the suggestions in a positive spirit and act upon them to be more customer friendly.

Thanks and best regards
Dhiraj Khattar

Developer Response ,

Dear Sir,
We apologise for the inconvenience caused. This is certainly not the experience we intend to offer our customers.We have escalated the issue to the concerned department, Kindly share your order number by writing to us at customercare@freshtohome.com so that we can resolve the issue as soon as possible. Thank you for your patience.

Very very bad quality

I ordered fish , while washing and cleaning it I could notice that something so off with the fish , specially the gut part and head part , it wasn’t looking that fresh. But there was no foul smell. I thought to still go ahead with the cooking part . After cooking also there was no foul smell and it was looking normal only . But after tasting , I wish I could say good things about it, it was so very bad in taste , the after taste it left in my mouth , made me puke . Let me also tell that the product was on discount , some 10-12% off.
Let me share what was wrong with the fish , it was deep freezed for so long that it lost all its taste . There was zero texture . I am a Bengali and have been eating fish since my birth, Ofcourse. So we know fish pretty well .
The customer service executive could only offer me a disinterested apology. And clearly said no for a refund .
I would strongly not recommend the app . When u buy fish from market u see the quality and u make ur judgment . But when something which is pre packed and has been used with a lot of preservatives, u can’t make a judgement as a customer . I would clearly say that it’s cheating customers. Not delivering what’s being promised.
Please go ahead and use other apps for fresh meats and fish . But not FRESH TO HOME .

Developer Response ,

Dear Madam, we apologise for the inconvenience caused. Kindly share your order number so that we can escalate the issue to our support team. Thank you for your patience and support.

VERY BAD QUALITY

PLS START USING SWIGGY FOR MEAT ORDERS AS THE SWIGGY CUSTOMER SERVICE IS OUTSTANDING. WHEN I HAD QUALITY ISSUE AND I COMPLAINED THEY IMMEDIATELY REFUNDED THE FULL AMOUNT WITHOUT ANY STORIES.
This is not the first time I faced the quality issue. I ordered premium goat liver. I am feeding my German Shepard with mutton liver and after eating the mutton liver my dog got diarrhea. I complained about this and customer service agent called me and told the same story that they will forward this feedback to the management. He did not bother for the service recovery by refunding the amount for this product order. This was the least they could do leave apart the veterinary doctor bills. They even did not apologize.
Previously also I ordered mutton with MISLEADING information saying GROSS WEIGHT 660 gms NET WT 480 gms BONE IN AND BONELESS. It made me understand that prior to making it boneless weight was 660 gms and after removing bones it is 480 gms. I ordered with that understanding and got the order with full of bones when I complained about this and even spoke to supervisor I was told that it comes with mix pieces bone in and boneless since I ordered that they can’t help it. I told supervisor that you will be loosing me as your customer because of this and guess what he was least bothered.