EveryPlate customer service — complete professional guide

This guide explains EveryPlate customer service from a practical, operational perspective: how to contact support, expected response times, what to document for refunds or credits, and how to escalate unresolved problems. The goal is to give you specific steps and exact data you can act on immediately (web addresses, time ranges, sample messages and the most common dollar figures customers should expect when asking for compensation).

EveryPlate operates as a weekly subscription meal-kit service with low per‑serving prices (advertised from roughly $4.99 per serving in 2024) and a relatively standardized customer‑service workflow: self‑service account management, web/app help center, live chat/phone escalation, and evidence‑based claim handling for damaged or missing items. Read the sections below for precise actions, timelines and sample wording you can copy into a support ticket.

Overview and contact channels

Primary support channels: EveryPlate’s account portal and support center (https://www.everyplate.com and https://support.everyplate.com) are the first line. Use the app or the web “Help” area to view your order history, delivery window, and to start a chat. Live chat (when available) typically provides the fastest resolution — immediate to 15 minutes — while email/ticket responses commonly arrive within 24–72 hours depending on volume (holiday weeks and new‑subscriber promotions can extend times).

Phone support is available in many regions; EveryPlate usually surfaces the appropriate call number inside your account or on the support pages (calls are routed to centralized U.S./Canada support centers during business hours). If you need an immediate spoken resolution, call during weekdays (preferred windows 9:00–17:00 local time) to minimize hold times and transfers. Keep your order number (10–12 digit format) and the delivery date visible when you call.

Billing, subscriptions, skips, cancellations and refunds

EveryPlate is a subscription model: you choose meals and a delivery cadence, pay per serving plus shipping. As of 2024 per‑serving prices typically range from $4.99–$6.99 depending on promotions and plan size; shipping fees are commonly $8.99–$10.99 but vary by ZIP code. Billing posts on a scheduled date each week — check “Billing & payments” in your account for the exact day. If you need to change or cancel, do not rely on email: use the account portal to skip a delivery or cancel outright to ensure the system registers the change.

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Cancellations and skips have cutoffs: industry standard for meal‑kit services is roughly 5–7 days before your scheduled delivery; EveryPlate’s system will show the exact cutoff for that delivery week. Refunds and credits for billing errors or double charges are typically issued as account credit or reversed to the original payment method within 5–10 business days after the claim is approved. For charge reversals that are routed through banks or card processors, allow an additional 3–7 business days for the bank to post the refund.

Damaged, missing, or incorrect items — step-by-step

The most common customer service issues are: (1) missing recipes or missing ingredients, (2) damaged produce/meat, and (3) delayed or misdelivered boxes. Key principle: document immediately. Take time‑stamped photos of the outer box, internal insulation, damaged items, and unopened recipe cards. Capture the order number and the delivery date in the first photo. Upload these images through the support ticket or the app — tickets with photos are resolved far faster (median resolution 24–48 hours).

What to expect for compensation: small missing/incorrect items are often remedied with an account credit equal to the missing ingredient’s retail value (typically $1–$6 depending on the item). For multiple missing items or severely damaged boxes you should request a partial box refund (commonly $10–$30) or a full refund/credit for that week. If seafood or meat arrives spoiled, request immediate escalation; food‑safety claims often trigger full refunds and a free replacement box. Always ask for the ticket number and an expected resolution window (e.g., “Refund processed within 48–72 hours”).

Food safety, allergens and dietary accommodations

EveryPlate publishes ingredient lists and allergen flags per recipe on the website and in the app. Standard declared allergens include milk, egg, wheat (gluten), soy, peanuts, tree nuts, fish and shellfish — these appear per recipe. If you have a severe or life‑threatening allergy, exercise caution: meal‑kit facilities handle multiple allergens and cross‑contact is possible despite labeling. For medically necessary allergen avoidance, many professionals advise not using shared‑facility meal kits as your primary source of meals.

If you need substitutions for dietary reasons (e.g., swap chicken for tofu, reduce sodium), contact support and provide the order number at least one delivery cycle before the change — these requests may not be possible same‑week. For strict dietary plans (medical, clinical), request ingredient disclosure and supplier documentation via the support ticket; allow 3–5 business days for procurement details to be returned.

Escalation, evidence collection and regulatory options

If frontline support does not resolve your claim, escalate methodically: (1) open a second ticket referencing the original ticket number, (2) ask for a supervisor, and (3) request a timeline in writing. Keep copies of all chat transcripts, emails and photos. Escalation metrics to cite are helpful: request a supervisor review within 48 hours and an interim reply within 24 hours. If you paid by credit card and the company does not make good on a documented promise within the stated window, you can consider a charge dispute with your card issuer — present the ticket numbers and evidence.

For persistent unresolved complaints you can file with consumer agencies: Better Business Bureau (https://www.bbb.org), your state Attorney General’s consumer protection office, or file an FTC complaint (https://www.ftc.gov/complaint). Keep evidence for at least 90 days and note order numbers, delivery dates, and the names/IDs of any representatives you spoke to.

Practical tips, required evidence and sample messages

• What to include in any claim: order number, delivery date, shipment photos (box, inside contents, damaged item), recipe card photos, a short description (e.g., “missing ingredient — 2 cloves garlic”), and your preferred resolution (refund, account credit, replacement). Tickets with complete evidence close ~2× faster.
• Timeframes to request in the ticket: ask for a 48–72 hour review, refund processing within 5–10 business days, and confirm whether a credit or reversal will be used. If requesting a replacement, specify delivery preferences and acceptability windows (e.g., “deliver Mon–Wed”).
• Sample short message for missing ingredient: “Order #123456789 (delivered 2025‑01‑04): missing 1 lb of ground beef for Recipe ‘Beef & Pepper Bowls’. Photos attached. Please issue an account credit of $5.00 or ship a replacement ingredient. Preferred resolution: credit. Thank you.”
• Sample message for spoiled product: “Order #123456789 — open box photos attached showing off‑odor and discoloration of chicken. Please advise immediate steps and process a full refund for this recipe/box. I need supervisor review if not resolved in 48 hours.”
• Operational tips: screenshot the delivery cutoff for your ZIP code when changing plans; set calendar reminders 2 days before cutoff to skip weeks; keep emergency substitute items (rice, canned beans) handy if a meal is incomplete.