Ian H.
The customer is always wrong
Update: You can see Trifecta's priorities in that they replied to my TrustPilot review with 24 hours, but—when I was a customer—did not call me back for over a week. You can also see that, while no Trifecta managers are available for customer service calls over the weekend, sales manager Dave is personally responding to TrustPilot reviews on a Sunday. This fits with Trifecta's business model of extracting money from subscribers through probably-illegal loopholes like the lack of any pause or cancel button, hidden hurdles to skip orders, and a "100% money back guarantee" that does not really exist. If you read to the bottom of Trifecta's response, you can see that they don't even deny that their sales manager hung up on me mid-sentence. Tl;dr version: Trifecta says that, simply by logging in to an existing account, you can unknowingly "create two subscriptions." This means that, even when a week shows as skipped, it is not skipped. To discover this, you must navigate at least three hidden layers of UI. Most importantly, your failure to find this hidden option—as well Trifecta's deliberate lack of any online "pause" or "cancel" option—is your fault, not theirs. Original review: You can see in Trifecta’s long, defensive replies to each of these reviews that they have a “the customer is always wrong” culture. That have not offered to refund a single order to any one of the reviewers. Instead, they offer a partial discount on future purchases—i.e., they offer to collect more of your money. I subscribed to Trifecta for years and enjoyed the food—I received two boxes weekly—but often struggled to cancel or pause the service. The online dashboard has no “pause account” or “cancel service” button, and you must reach a human being to pause or cancel the subscription. Trifecta does offer a “skip weeks” feature, which lets users skip specific deliveries. You click “Skip Weeks,” then see a box saying “Skip an upcoming delivery” above a list of dates. On March 12, 2025, I used the “Skip Weeks” feature and, under “Friday, March 21,” selected “skip.” On March 17, I noticed that I had been charged for one box of food anyway. I called repeatedly that week to resolve the issue, but couldn’t reach anyone. On March 22, I spoke to associate Lee and explained the situation. She initially claimed I had manually “unskipped” one box and refused a refund. As this was not true, I asked to speak with someone else. She said a manager would call. By March 28, no one had. I called again and spoke with manager Dave. He said each of my boxes had a different subscription number—both under my same email—and that I’d needed to skip each subscription manually. He refused a refund. This made no sense. I had never opted to have “separate subscription numbers.” The “skip” screen simply says “Skip an upcoming delivery” over a list of dates, with no indication it skips only part of an order. Nor is there any button to skip a second box. I told Dave that anyone in my position would believe he’d skipped the full delivery. Dave said I would have needed to “toggle” into the “other subscription”—a function not visible on the online dashboard—and repeat the skip process. After hearing this explanation, I replied: “The only way I would know to go through this procedure is if this very thing happened. How could I have known that I needed to go through these steps to skip an order?”. Dave didn’t answer—he reiterated that there’d be no refund and hung up.
Response from TrifectanutritionMar 30, 2025
We appreciate you taking the time to share your experience. We understand how frustrating it must have been to receive a delivery you didn’t intend to receive, and we regret any confusion caused. To clarify, your account had two separate subscriptions, and while you successfully skipped deliveries on both in the past, only one was skipped for this particular week. You created two subscriptions by signing up for a new one approximately one year after you had canceled the first one. Later, you would reactivate the older one, running both simulatenously, placing different contents onto each subscription. You acknowledged and understood on the call that each week, you received two separate charges for two separate boxes of food. We show you were able to manage adjusting the food of each subscription without issue - you would need to do the same in regard to skipping weeks. Our agent explained switching subscriptions can be done by toggling between them under the "Subscriptions" tab in your dashboard (This is the very first tab to follow after 'Dashboard'. We recognize that this may have been missed by you, and we’ll take your feedback into consideration as we continue refining our user experience. Because we were not informed before the order entered production, we were unable to issue a refund, as we cannot process returns on perishable goods. However, we did offer a 50% credit toward a future order as a goodwill gesture, which we understand was not a solution you wished to pursue. Regarding your interaction with our team, our agent provided multiple explanations on what had happened and what we could do to help. When it became clear that we were unable to reach a resolution, the call was respectfully ended to avoid further frustration for both parties. Our goal is always to assist our customers as best we can, even in difficult situations, and we regret that this experience left you feeling dissatisfied.