Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/08/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am sending a complaint about Cloud Kitchen, Cloud Kitchen has not lived up to their end of maintenance contract. My business has provided them with over $ ********* plus all the late fees at 2.5% added on ever 30 days final total is $29,887.62 in payments for invoices dated 7/5/22 to 12/31/22 no responds at all twice a month since January been sending statement calls to corporate and no one has call ** back. Do not work for them otherwise you wont be able to pay off your trades on any job.

• Initial Complaint

  Date:04/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To be honest I don't know where to start how I'm feeling about this company. Are they new type of scammers of 20th century or they just don't care how to demonstrate people life. Today 04/12/2023 They changed my kitchen locks without any written letter, emails or phone cals. They literally stopped my running business without any warning! Because of late rental payment. I've been trying to reach their billing department since middle of march to make payment plan for my rent but I didn't get respond from them. Once they reach me they told me that I've pay it immediately, I know I've to pay immediately but why don't you answer me before? Did you ask me if you can make a payment? Did you try to find a middle way? Did you call me and ask me hey what's going on with your kitchen? Is this how you support tenants? They don't care about small business owners. they don't treat you as human. Be aware of from this company! I used to be happy person just 4 months ago right now, I'm depressed and overwhelmed and poor. I started to take medicine because of this company. There is no one real person that you can speak from this company! After you signed the lease, they are ghosting you! I've signed my lease at Charlotte ******************** kitchen facility on 10/10/22 and open my kitchen after 66 days. I've been operating my kitchen almost 4 months and I'm not happy with their service. This company is a total waste and lies. They have false advertisements and their sales persons giving you wrong Information about the facility and business.

• Initial Complaint

  Date:03/29/2023

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am sending a complaint about Cloud Kitchen, Cloud Kitchen has not lived up to their end of tour contract. My business has provided them with over $24,308.71 in payments with no access to our kitchen from 07/28/23 to 02/01/23. See email below:Wednesday, January 18, 2023 6:02 PM To: ************************* <****************************************************>; *************************************** <***************************************>; ************************************** <**************************************>Subject: Fwd: Who's Hungry LLC- Important Concerns Good Evening, Cloud Kitchen Team Last week, ****** sent a text stating our kitchen (K23) passed the plans check. We are still waiting for the confirmation email from the ***************** Chief. To my understanding, we still cant open until the official documentation from the health department is received. I wanted to follow up about my previous email below. We are now going on almost 4 months without being able to operate. Its also concerning that our kitchen was not included in the other kitchens health department plan check prior to the holidays. I have observed all the new kitchens in our location seem to be open and ready to proceed. Why were we not included initially?We want to circle back on what is the plan for supporting our business. There must be some sort of compensation discussed. We have provided rent on time to Cloud Kitchen with no access to use our kitchen for the last 3 months. At the very least our rent should be compensated for this month and possibly the next. As a tenant, Whos Hungry has held up our end of the contract (Signed on 07/28/22)unfortunately, Cloud Kitchen has not. We signed a 12-month lease and now we have almost 8 months left. We are almost at 4 months of no operation. Per our contract, we began paying a License Fee on 10/31/22 and we still were not cleared to operate. Thank you in advance for your time and consideration. I look forward to your response. Sincerely,*************************** Whos Hungry LLC

• Initial Complaint

  Date:12/01/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Joining cloud kitchen was the absolutely worse decision. it's a management nightmare for any business.After dragging ** along for over 7 months with on boarding that we were told would take 4 weeks, we finally open to operate 30 days ago..They rushed us into a kitchen that was not ready to operate as within 30 days we endure flooding from drain that manager ignored until it got worse, broken pipe, clog sink & broken doors that fell out wall. After being cut multiple times on door and dogs running in kitchen I had to close because it was under no condition to operate under these circumstances especially since I reported it 1 month ago. I tried contacting upper management to speak and resolve other many issues as the management lack communication and urgency and take everything personal when issues are pointed out.Instead, they promise to reach out but only directed back to the same people that were no help who then felt it was okay to create hostile environment and yell in my face because of complain and informed that he's taking it personal. They are at this point trying to charge for days of my closure base on their negligence and hide from directors the horrible nightmare people are enduring as they will not give me contact of anyone else.I also made complain about the homeless people coming in facility to sleep in front of restaurant and leaving luggage in front but no one felt the need to address this with me until I try to contact a higher authority. I am currently starting the process of leaving this facility and I would encourage anyone that seeks to join any cloud kitchen to not do so. Once on board, your business is not cared for.

  Customer Answer

  Date: 12/02/2022

  Operating manager is creating a further hostile environment with the malicious intention to retaliate because of issues I've pointed out and lack of urgency that it took tending to, and lack of presence around food hall.
  
  This is now becoming a demeaning and harrasing environment with this particular manager going to business within food hall making up stories and discussed private manner with hopes of creating commotion and try to convince others to be just as hostile towards me.

• Initial Complaint

  Date:09/29/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During the summer of 2021. I contacted Cloudkitchen about possibly renting a kitchen for some celebrity virtual concepts I was doing. I was completely transparent on what concepts I was doing and what my plans were. I was constantly reassued that my concepts would not be a problem and that everything would be smooth. So, I signed on and paid a partial deposit. However, as soon as I signed on I was informed that my concepts would not be allowed due to an existing licensing agreement. I immediately told them to void the contract and return my partial deposit.However, cloudkitchen then tried to get me to use their FutureFoods concept however, I was completely not familiar with those concepts and they would've completely been in contrast to my business model. I told them since things weren't completed or started to void the contract and return my deposit. I sent multiple emails and text only for the reps to go ghost. Fast forward to Sept 22' I receive an email stating that I was in breach. However, I never even started this process. I was contacted by several upper management executives three days ago only to be told that they weren't in a position to help. When I responded with asking for the parties that could help, they have again gone silent. I have been completely ripped off...mislead at the beginning and holding on to my partial deposit for a process that never even began.

• Initial Complaint

  Date:09/19/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 10th 2022 I was told by CloudKitchens sales rep **** ****** that there was only 1 kitchen left in the facility located on **** ** ***** ***** ** ***** ************ I was promised that I would be able to open my business within 4 weeks or sooner. I was connected with ****** ***** and the others of an onboarding team. I was not given a tour as requested nor given access to the facility or kitchen as promised until a couple weeks later. The onboarding team made numerous errors pushing back my opening deadline of May 1st 2022. ***** ******* promised to remedy the situation although I wanted to pull out of the agreement due to their mistakes and unkept promises. I did tell them their procrastination and lack of communication caused 3 months of loss of revenue. They reminded me that I signed an agreement and left it as that. In July, the kitchen ice Machine wasn't working properly and the back hall near the rear door entrance would flood. Bad odors can be smelled in the halls. The air-conditioned unit failed 3 times causing my unit to be overheated and was unsafe. The kitchen reached over ** to ****** and also caused baked goods and bread to rot and turn bad. The *********** told me the unit was repaired 2 times and will continue to break down unless the building can get equipment that has the correct wattage for the wattage if the electrical system. I have photos of the building. The manager of the building. ***** is never available and failed to mention to me that my payments were not automatically drafted, which created a debt. He waited until my account was closed to tell me they terminated contract and also confided that other kitchens in this location and at ****** have experienced similar issues with otter and auto payments, then suggested sending him ****** or money orders to submit payment He offered to speak with me, I called the following day while at the bank and he never answered my call nor called back at all. I'd like a refund of my deposit.

• Initial Complaint

  Date:09/12/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 28, 2022, we lease was signed with ************** The business promotes itself as both a modern and economic alternative to opening a brick and mortar establishment, proclaiming such notions such as "6 weeks to launch '' and "get cooking in weeks, not months". This is the language on *************** website, and this is the messaging ************* presented to us upon signing our lease and during the onboarding discussion. We have been ready to open our restaurant since April 27, 2022. ************* provided us with an original opening date of early June 2022. As of today, the restaurant is still not ready to open. We have been very patience, kept in communication with the team at ************** and have waited over five months to be ready to open. *************** lack of communication followed by a complete lack of transparency, months of falsified and misinformation, and countless delays and confusion has caused a gross delay in opening. We have invested over ****** dollars in ************* and have emailed them for a full refund of our money invested. We are also requesting that our current lease be ********** with no penalty and that we be allowed to get the remaining items from our kitchen site. We were contacted by a manager after our email request and he was extremely **** and *************** The ************* team has been very ************** and not helpful through our entire process.

• Initial Complaint

  Date:09/06/2022

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  At approx 10:45pm on ********* I visited the Cloud Kitchens location at ** ****** ** to pick up food that I had ordered. At this particular location, there has consistently been a Cloud Kitchens employee who drinks alcohol inside the premises or on the sidewalk in front. Tonight though, this individual told people he had pepper spray and he was specifically talking about pepper spraying certain individuals, including those who use the "no parking" area in front of this Cloud Kitchens location. As the media has documented thoroughly, the Cloud Kitchens' primary owner *************** has said "violence guarantees success." Therefore, the Cloud Kitchens employee thread of using pepper spray, while illegal, could be viewed as obedience towards the Cloud Kitchens owner. I want a refund for my purchase due to the exposure to the unsafe food locker access as well as proof from Cloud Kitchens that the employees neither drink nor carry weapons while on the job.

  Business Response

  Date: 10/19/2022

  Business Response /* (1000, 8, 2022/10/02) */ This complaint describes inappropriate behavior by a neighborhood resident who is not employed by, and has no affiliation with, the business. We prohibit employees from using drugs or alcohol, engaging in violence, or carrying a weapon. If an employee engaged in the behavior described in the complaint, we would immediately terminate that person's employment. Also, if we were aware of anyone engaging in this behavior near our premises, we would do our best to stop it. We empathize with the Complainant and understand their frustration with the neighborhood resident's improper behavior. If we become aware of a similar interaction in the future, we will remove the person who is acting inappropriately from the area surrounding our business. Consumer Response /* (3000, 10, 2022/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have witnessed ************ ********* (not ********** ******* ********** joining in drinking mixed drinks that this "resident" mixes on ************ ********* You may have a policy against alcohol, but so did ************* and yet there are plenty of photos of employees not just ********* alcohol but ******** at ***************** parties. ************ has made interaction with this "resident" a necessary condition of obtaining food prepared by tenant restaurants. If I were able to obtain my order from the restaurant directly, there would be no issue here. Cloudkitches is liable for this problem, employee or not, and must refund me the costs of my orders. I am disappointed to see ************* retain ****** *********** personal distaste for not just safety but also his poor customer relations.

• Initial Complaint

  Date:08/20/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed my lease in March, it took 3 months of me chasing the staff to be moved it. Prior to signing the lease, I confirmed the kitchen I wanted, the sales said they can make it happen. After signing, I was told the kitchen is unable due to missing sink, then moved me to another kitchen. But that's not the worst! CK requires all business to operate thru Otter. My business was rushed to integrate after many complaints and they rushed to set up store. After signing, I was not able to operate more than 20days in the kitchen yet CK claims there's no way to assist and this is a problem with Otter. My question is that you ask me to use Otter, and your business concept relies on Otter, and it's materially affecting my ability to run a business. How is it not your problem? The team here is Chicago is also useless. They keep bouncing back the ball and no one is trying to help. They do not know what they are doing and staffs are leaving one after another delaying the process for business and problems to be fix. They will say everything and anything to get you to sign the contract. Yet nothing is delivered after. My business experience issues on a weekly basis and I was not able to operate out of the kitchen. For a new business, every order counts! Having these problems has prohibited my ability to run a business in the kitchen. Statistics shows that every time a technical issue happens, my business goes thru a period with no or fewer orders. And on top of that, the facility charges for operation, yet horrible service is provided. The cleaning crew does not do anything other than sweeping the general area. There's a serious fly issue in the kitchen. My biggest concern is for future customer of CK. Please do not sign unless you're a big corporation because they don't treat small business like people. They won't even let you talk.

• Initial Complaint

  Date:08/02/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There is a huge Misrepresentation regarding the Cloud Kitchen and it Potential and New Clients. I feel Scammed and Belittled by a company whom I thought to be very credible . In business we are to uphold a written agreement and integrity. Unfortunately I was taken advantage of by Cloud Kitchen. They took my down payment. This company and it's employee's have very bad communication ****** which can change the terms and service of a contract An example is I recieved a key for a place I couldnt access due to the delay for onboarding by Cloud Kitchen which also caused my inspection to be ******* and everyone knows you cannot acces a place without inspection being performed. In my documents below you will see that my application was lost and had not been processed by Cloud Kitchen which is part of what I paid for when i gave a deposit based on my total contract. However you will also see where the communication took place stating i could not enter until the inspection was completed which delayed me even more and lets remeber i gave a deposit on 9/30/21. It was well into November and i still wasnt able to access the premises and I took the liberty to get the inspection set up myself to only find out my application was not completed and Cloud Kitchen Rep*********** had to find it which is also in thedocument below from her own email. However my contract was terminated because of a breach contract caused by Cloud Kitchen themselves. This is a ***** and I want my money back . I have lost Revenue because of their lack of communication and integrity and never keeping staff that is professionally trained with onboarding process. When you have a high turnover rate of staff due to management things always go downhill quick as a prior staff member stated to . The exact words were ( don't worry**** ***** we can take care of you because things like this happens all the time with our company) judging by the complaints the young man was correct.