Due to an unprecedented spike in demand, inventory may be limited. We are also unfortunately predicting delivery delays and slower response times from our Customer Care team. We’re still operational across the country and our aim is to fulfill as many orders possible while keeping you and our staff safe. For more information on COVID-19 and food safety, please visit the FDA FAQs here. For more information about our deliveries & operations at this time please click here.
Sunday, March 22nd
Dear Imperfect Foods customer,
We hope you and your loved ones are well and safe. These are challenging times for all of us, and our hearts go out to those directly affected by COVID-19.
We’re sorry.
Some of our valued customers have had their order delayed or canceled this week. We know that delays and cancellations are frustrating under normal circumstances, but they are extra disruptive when you’re depending on a delivery from us in these uncertain times. We are truly sorry about these issues and our team is working tirelessly to protect you from the disruptions currently affecting the food delivery system in the U.S.
Here’s what happened.
A spike in demand combined with labor shortages in our delivery fleet and packing facilities caused a large cancellation of orders. As schools, transportation, and logistics in the communities we serve have been disrupted, many of our staff have had to deal with the same challenges we’re all facing: arranging for childcare, finding a new way to get to work, or taking the necessary precautions to keep themselves safe and healthy. We’re also receiving a marked increase in the number of customer service inquiries, and our customer care team is trying their hardest to keep up.
Here’s what we’re doing about it.
Our first and foremost priority is to keep our employees and customers safe. We have stepped up our already-high food safety procedures, and are supporting the physical, emotional and economic wellbeing of our employees. See the steps we’re taking to protect you and our team from the spread of the virus at the end of this email. We are also doing everything possible to replenish our inventory and hire more warehouse staff, more delivery drivers, and more customer care team members to support the demand and make sure you receive your groceries.
While we want to be a resource for anyone who needs groceries delivered, we’ve put a temporary pause on new sign ups so we can fulfill our promise to all of our current customers. As soon as we ramp up capacity, we will re-open our doors to new customers.
You deserve better communication.
We know that a canceled order is frustrating, but we could have done a better job communicating when and why this happened. We will do better next time. In addition to improving our delivery capacity to prevent canceled orders and delays, our team is working as fast as possible to add an order tracking feature to your My Account page. In the meantime, we are responding to your inquiries as quickly as we can.
You won’t be charged for your groceries.
If you see a charge on your credit card for groceries you did not receive, we will refund you in full. In the spirit of transparency, the systems that normally cancel order charges got overwhelmed over the weekend and lagged. As always, our commitment is to charge our customers only for the items they receive. Please make sure you visit imperfectfoods.com as soon as your customization window opens so we can start working on your next order.
Thank you.
Lastly, we want to thank you. You have chosen to get your groceries from us during a time of great need and we take that seriously. We ask that you understand that we are at times imperfect. As every family and company is realizing right now, nothing reveals the limits and shortcomings of plans and routines quite like a global pandemic.
We cannot change what happened, but I promise that we are learning from this and we’re dedicated to being there for you going forward.
Stay safe,
Philip Behn
CEO, Imperfect Foods
Monday, March 16th
Dear Imperfect Foods Customer,
We have seen an unprecedented spike in demand for groceries in the past two weeks. Our aim is to fulfill as many of these customer orders as we possibly can while keeping you and our staff safe.
As demand continues to rise we are unfortunately predicting delivery delays in the future. We are doing everything possible to make sure you receive your box on your designated delivery day but there’s a chance it may arrive late. In addition, you may see limited inventory in the coming weeks. As always, we will communicate the status of your order should any changes arise.
Your health and safety is our top priority, so we want to proactively share the following information:
- Your food is safe
- Currently, there is no evidence of foodborne transmission of COVID-19, and the CDC and our Supply team see no relevant risk or concern associated with food delivery.
- Within our warehouses, the Imperfect Foods Safety team has placed extra emphasis on our already stringent processes. Every employee handling products and boxes wears protective gloves, and all employees are trained on proper handwashing, safe food handling, and effective preventive action.
We thank you in advance for your patience and support. We are continuously monitoring our operations and will provide updates in real time.
If you have any questions, our team is more than happy to help you out. Follow this link to contact Customer Care.
Gratitude and groceries,
The Imperfect Foods Team
Saturday, March 7th
To our Imperfect community,
We understand that many of you are concerned about coronavirus (COVID-19), and we’ve been closely monitoring the situation and guidance from the CDC, FDA, and local officials to ensure the safety of our customers and team.
We will continue to update our health and safety policies in accordance with all national guidelines, and continuously communicate any changes in service or product availability to our customers and team as quickly as possible.
Your health and safety is our top priority, so we want to proactively share the steps we are currently taking:
Your food is safe:
- Currently, there is no evidence of foodborne transmission of COVID-19, and the CDC and our Supply team see no relevant risk or concern associated with food delivery.
- Within our warehouses, the Imperfect Foods Safety team has placed extra emphasis on our already stringent GMPs (Good Manufacturing Process). Every employee handling products and boxes wears protective gloves, and all employees are trained on proper handwashing, safe food handling, and effective preventive action.
Your delivery drivers are taking extra precaution:
- Your delivery drivers are equipped with disposable gloves and disinfectant, and have been instructed to use the gloves and discard them after each delivery.
- Your box will be dropped off at your front door and you’ll get a text that it's been delivered. Your driver will avoid ringing doorbells or touching anything other than the box directly.
- Again, there is no evidence to support the transmission of COVID-19 through packaging but as an added safety measure, we have temporarily suspended our Packaging Return program to avoid any possibility of contamination.
We’re working hard to keep your delivery reliable:
- With grocery demand experiencing an unexpected surge, you may experience shortages of some items. We’re working closely with our farmers and supply partners to keep up with demand, while remaining true to our mission to support sustainable, responsible sourcing for all our products.
This situation may evolve over the next few weeks, and we’ll continue to provide all pertinent updates. For additional questions or concerns, feel free to reach out to our Customer Care team here or refer to the CDC.
Stay safe and thank you for being a loyal customer,
Philip Behn
CEO, Imperfect Foods
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