ComplaintsforTovala

• Initial Complaint

  03/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  A cockroach in the chicken cken package sent to me

  Business response

  04/05/2024

  Hello,

  I apologize for the delayed response.  Our team investigated the photos provided and believe the black spot is a vein, not a cockroach.  The customer did contact our support team directly and we provided the same feedback.  We also credited the meal as he seemed unwilling to eat it.  If he still has the product, he can send it to us for further investigation.

  Thank you,

  *************************

• Initial Complaint

  02/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went to check out ******'s meal plan and I chose some meals thinking that was all I was ordering to try out. Before I knew it they sent me their smart oven and charged me for it. I got the oven after telling them I wanted to cancel their service and return their oven. They said they would send me a return label to take to ***** to return.For some reason, they are not able to send me the return label and still charged me $74.54. Meanwhile, the smart oven is not wanted and is taking up valuable space in my car. I need to return it and make sure they are not just trying to make me keep it and pay for it. They have misled me by telling me an email is on the way with the return instructions, several times, which I have not yet received. They are not able to help me to return this oven as they promised and I need to get rid of it asap. I find this strange and suspicious behavior for a company that considers itself legitimate.

  Business response

  03/25/2024

  Hi, Attached is the response to ***: 21254146. 

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My information was improperly shared with this company. They send me advertisements despite having no interaction with them previously. This means they have likely further shared/sold/leased/rented/etc my information to other parties without my consent. I wish for them to cease and desist all communications, remove any and all information on me (except as required to execute this request), and revoke any and all information which may have been transferred by any means to any other entity.

  Business response

  12/08/2023

  Hi *****,
  I have added you to our Do Not Mail list.    We have no personally identifiable information for you in our system.  My apologies for seeing advertisements that you do not want.   Since none of the data used for the advertisements is tied to your personal information, we cannot block it from our side.   Most online ads have a way of saying you do not like the ad.  I would recommend using that function to reduce the ads you do not want to see.  

  Customer response

  12/08/2023

   
  Complaint: 20976370
  
  I am rejecting this response because: this complaint involves postal mailings and NOT online advertisements.  These postal mailings had my full name and address on them, which means they, or a third party advertising entity acting on their behalf, had/has my information.  Once I have confirmation that any and all entities associated with this company who were the origin of my PII have removed it, I will consider this accepted.  Otherwise, the primary complaint stands in that my information was improperly accessed and used in a marketing campaign, despite no interactions with this company.
  
  Sincerely,
  
  *********************

  Business response

  12/11/2023

  Hi *****,
  
  We appreciate you reaching out. Regarding this issue, it looks like we've already addressed this matter on 12/8/23. It was communicated that you were put on a "do not contact" list & no personal information of yours have been identified in our system. We apologies for the inconvenience.
  

  Customer response

  12/11/2023

   
  Complaint: 20976370
  
  I am rejecting this response because:  I received a physical advertisement which was mailed specifically to me (my name and my address), which means that my information is/was with your company or one of its affiliates.  My last communication from your company was a statement that you were going to try and find out who had my information (i.e. third party advertising agency hired by your company) and used it in the advertising campaign.  I am still awaiting a response from that.
  
  Sincerely,
  
  *********************

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a food delivery service from Tovala and they did not deliver the food that I paid for. Furthermore, after checking with the shipper, I was told by shipper that shipment was lost and I needed to contact Tovala. Tovala is unreachable. I emailed customer support with no response. I tried to find a phone number but no number could be found. I also tried online chat but their customer support chat does not work. There's no way to reach them, AT ALL. Also, on their app, their is no way for me to remove my bank account information so now, after not responding to my issue, they have my bank account held hostage. Very very frustrating.

  Business response

  12/11/2023

  Hi ***,
  
  Thank you so much for reaching out to us.
  
  After further review of your complaint. It looks like you spoke with an agent by phone on 12/7/23 regarding your delivery issue. It looks like you were credited Tovala cash that would go towards your next order. As far as the carrier of your order, Axlehire is not your only option for delivery. We are happy to help you switch to another carrier option that will service you better. We will have someone reach out to you to provide you with options. We appreciate your business. 

• Initial Complaint

  09/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Tovala website it states meals start at ****. When you pick your meals it does not give you the price. All my meals total ***** for 4 meals. That works out to ***** a meal. I contacted support on 9/12/23 about the issue. They said the meals are *****

  Business response

  09/13/2023

  Hi ******,
  
  We apologize that you had to reach out to the BBB regarding your issue. After further review of your inquiry, we see that you were given the incorrect information from the agent regarding meals. On our website (tovala.com), under our menu section, it does specify that we do have servings that start at $9.99 per serving. We do offer single and two-serving meals, with most meals being single serving and cost $12.99. 
  
  We have taken accountability and have addressed the agent with regards to the initial information that was given & how it was presented which made it confusing for you as the customer to make sure that this does not happen again moving forward. We appreciate your business with us as a customer & hope this continues to be a long-time partnership. Please do not hesitate to contact us if you have any additional questions. 
  

  Customer response

  09/13/2023

   
  Complaint: 20594345
  
  I am rejecting this response because: I am requesting a full refund. I was refunded for the meal and was told my account was cancelled. I was charged again today. I just chatted in and they are supposed to be refunding todays charge. I am still waiting for the pre paid shipping label for the toaster so I can get a refund on the toaster as well. Once ALL refunds are in my bank account I will accept the resolution and close this complaint
  
  Sincerely,
  
  ***********************

  Business response

  09/14/2023

  Hi,
  
  We will take a look into your account to see about the necessary refunds. Thank you.

  Customer response

  09/14/2023

   
  Complaint: 20594345
  
  I am rejecting this response because: All moneys have not been refunded
  
  Sincerely,
  
  ***********************

  Business response

  09/22/2023

  Hi ******,
  
  It looks like one of our supervisors reached out to you regarding clarification of pricing as well as confirming refunds being sent back to you for meals. As far as the oven, we do see that you contacted us as well regarding the oven being returned. We are going through that now & once the oven is confirmed checked back into the warehouse, we will have someone reach out to you regarding the refund back to your original payment method. We appreciate your patience & continued communication with us.

  Customer response

  09/23/2023

   
  Complaint: 20594345
  
  I am rejecting this response because: Please leave this ticket open for one more week. I am waiting on the payment to post. I did receive an email it should be within the next 3 to 5 days
  
  Sincerely,
  
  ***********************

  Customer response

  09/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I finally recieved all moneys. Please close this case satisfied
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been a Tovala customer since August 2021. For the most part I have enjoyed the meals and convenience of the meal plans. However, the problem I have is the packaging, delivery and customer service. On numerous occasions the boxes were delivered upside down or on their side. This is counter productive to the design of the packaging which is to keep the food cold during the delivery process. The boxes are clearly marked This side **. In addition to this, on numerous occasions the delivery boxes showed obvious signs of rough handling with damage outside and signs of being dropped. When opened, the cooking tins were bent and the food boxes inside were crushed under the weight of the ice packs and the shock of being dropped or thrown around. While I understand the treatment of the product during delivery is an issue with ****** Tovala needs to understand this issue directly effects their business. I have filed complaints with both companies. I have complained to Tovala multiple times and each time the answer is always the same. **************** is priority, we would never want our customers to experience this, on and on about how important I am. Yet nothing changes. It has gotten to the point the boxes are showing up with no corner left undamaged and the box totally lacks any structure. The ice packs inside were busted open with the gel all over the food inside. When I complained about the condition of the box when delivered they just asked if the food was bad and offered to elevate my complaint. I dont even know what that means other than it wasnt important enough before? Now they want elevate it? I even asked if they would change the delivery company from ***** to another company. The answer was there are no other options in my area. I live in metropolitan South *******. We have every delivery company imaginable. I have now decided to suspend my service with Tovala pending some type of satisfactory response that they are doing something to fix the issues with the packaging and delivery process. My last contact was August 29, 2023 and it is now September 7, 2023 and no response so far. Yet I have received several text messages and emails asking me to re-activate my account but no offer to fix the problem.

  Business response

  09/13/2023

  Hi *****,
  
  We appreciate your sharing your full feedback on your experience with us. This is not the kind of experience that we want you to have. After reviewing your information, it does appear correct that you spoke with ****** last on 8/29/23, giving a positive rating that your inquiry was addressed well & all questions answered. With regards to us escalating your details, this basically means that we have sent all of your photos & feedback to our production leadership team to review packaging & any internal errors that can be avoided with future orders. In addition, since you were receiving deliveries from ****** this feedback has been forwarded to that carrier for further investigation via their internal team. Sending your feedback to our internal team has gotten the attention of the necessary parties to make sure that packaging is done correctly & efficiently so that there are no issues moving forward on our end. Within your zip code, ***** is the only option of delivery so that is why you were given that answer. 
  
  I hope this addresses your concern on "elevating" you issue & please be assured we have taken the necessary steps to make sure your voice is heard; your pictures were sent as examples & provided carrier the response necessary. Thank you.

  Customer response

  09/13/2023

   
  Complaint: 20568576
  
  I am rejecting this response because:

  The characterization that I was satisfied with my interaction with ****** on 08/29/23 is inaccurate at best. First off, my contact on 08/29/23 was with an ***** and not ******. Second off, as I recall the review provided was on ***** as an associate and not of the responses from Tovala or their ability to address the repeated issue. And just as a point of further issue, Tovala has yet to respond to me as a customer. They have only responded when I chose to take this issue to a public forum. As my conversation with ***** was left, my account has been temporarily suspended pending their response of how this issue will be addressed. I still await their response to me as a customer and their inaccurate response on this public forum will not negate their responsibility to me as a customer.
  
  Sincerely,
  
  *********************

  Business response

  09/14/2023

  Hi *****,
  
  We apologize that our response was not satisfactorily received by you. We will take a deeper look into the communications you've had with ***** & ****** to see where we "dropped the ball". Please note as ***** is a third-party carrier, internal investigations & complaints we have forwarded, we may not receive a direct response, however we will do the best we can to obtain some feedback on the handling of these boxes. As for the packaging & as previously stated, we have forwarded this to our production team to audit & assure packing is being done correctly.

  Customer response

  09/14/2023

   
  Complaint: 20568576
  
  I am rejecting this response because:

  While the response is cordial and the actions would be appropriate, I have yet to hear from Tovala directly. They have yet to reach out to me personally as a customer to respond to my complaint. Had I not come to the BBB and filed my complaint in a public forum, I feel I would never had heard word one from Tovala. I cannot deem their response as satisfactory until I hear directly from them that my concerns have been addressed and what actions have been taken in an effort to avoid future issues. Tovala is a meal delivery service. The key word being delivery. Understanding ***** is a third party vendor, if they cannot have any control over the delivery then they have are saying they have no control over half of the service they are providing. *** and others deceiver to this area. I am sure if they were that concerned, they could find other options. 
  
  Sincerely,
  
  *********************

  Business response

  09/22/2023

  Hi *****,
  
  Thank you for continuing communication. It looks like there was communication from one of our supervisors this past Monday, 9/18 (please see attached). Please feel free to continue to share your feedback directly with the customer support team. There has been instruction put into place regarding your feedback on the delivery of your boxes/meals. 

  Customer response

  09/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The business has finally responded to me directly with an outline of their effort and direction. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered an oven from Tovala. According to the tracking from OnTrac, the oven has been travelling between ********** and ****** for over 4 days. I called OnTrac and they just keep telling me to wait. My Tovala meals are too be delivered in 4 days (after the weekend where the oven would not be deliverable). OnTrac was not helpful in resolving this issue so I called Tovala. I was told that it can take up to 8 days for delivery. That would mean my food would driver before the oven. It is obvious that my package is lost and Tovala did not want to help me make sure I have an oven in time to cook the food they are sending. Why would they let you order food to be delivered after the possible delivery date of the oven? The employee could not answer that and had no solutions to offer. I am beyond frustrated and am getting no help from either Tovala or OnTrac. I understand tovala does not have control over the delivery company, but they should make sure that you can get your oven before they start allowing you to order meals. To top it off, my parents ordered the same items 3 days after me and already recieved their oven yesterday. I think tovala should help in ensuring I get my oven in a timely manner and refund me the money for the food that I will probably not be able to use.

  Business response

  08/07/2023

  Hi ****,

  We are sorry to hear the the oven delivery process took longer than your expectations and made you concerned that you would not receive it in time.  After reviewing your account, it looks like oven did arrive on 8/6 with your meals scheduled to arrive today, 8/7.  We hope you enjoy your Tovala meals.  If you run into any issues going forward, please reach out to us at tovala.com/support.  

  Thank you,

  *******************

  Director of Support

  Tovala

  Customer response

  08/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  When cooking a Tovala meal, it requested steam (beeping) so I added water to the oven in the middle of a cook cycle. Unfortunately after putting in water, it started to immediately spill out to the dip **** and sides of oven. The cooking stopped mid cycle and then the Tovala would not function or turn on. After attempting to debug with support, it was clear that the oven was defective. Given I'm within the return period, I'd like to return the oven and request a refund for the meals that were recently delivered and are now unable to be cooked.

  Business response

  08/07/2023

  Hi Coin,

  Thank you for bringing your concern to your attention.  Your exchange oven has been processed and will be shipping out shortly.  A team member will be reaching out shortly with a return label for defective oven and review your account to ensure you are credited for any meals that you have been unable to enjoy due to the issue.  Our apologies that the process has not been as efficient as possible.  I will review this with my team to ensure we are doing better next time.

  
  Thank you,

  *******************

  Director of Support

  Tovala

  Customer response

  08/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received the oven and we are not able to use it since it needs a GFI plug and I dont have one where the oven will go. **************** said they would refund the cost of food ( which we havent seen) and send me a return label in 24 hours which we havent seen anything show up and its been four (4) days. This is the worse customer service ever AND you respond to fond of the emails sent to support. This must be a scam company and I will definitely post on the site so no one else gets scammed.

  Business response

  08/01/2023

  Hi,
  
  Thank you for reaching out to us. After further review of your account, it appears that the refund was processed on 7/19/23. You should have received your refund at this point. If for some reason you have not received the refund, please contact your banking institution directly. We apologize for any inconvenience this has caused & thank you for your business.

• Initial Complaint

  07/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 4th I canceled my order of one oven and meal plan with the help of customer service. The representative clearly states both the oven order and meal plan have been canceled. I also have an email of the chat transcript confirming this. But today July 13th I receive that my meal plan order is on the way and my card has been charged. So I log into my account and see the meal plan was never canceled by the representative and I canceled it myself. As of this writing I have not been able to get into touch with anyone from customer service. Here is the pertinent parts of the July 4th chat. (11:17:00?AM) *********: I'm sorry to hear that you wish to cancel. I have canceled your oven order and meal plan. Please allow 3-5 business days for this refund to reflect, depending on your bank.(11:17:13?AM) *********: Is there anything else I can assist you with?(11:17:45?AM) ***********************: Oh no that's it thank you so to confirm I will not be charged for the oven or meal plan (11:18:14?AM) *********: No you will not be charged, only you that you are refunded.(11:18:50?AM) ***********************: Yes I havent been charged (11:19:02?AM) *********: That's correct.

  Business response

  08/01/2023

  Hi,

  We appreciate you reaching out to us regarding your inquiry on 7/4/23. After further review of your account, it appears that the agent did give incorrect information on the cancellation of your order. I do see that you reached back out to us on 7/13/23 & got proper confirmation from another agent that your account was cancelled. We have taken the necessary steps to address the agent your spoke with originally to coach & correct the matter, so this does not happen moving forward. We appreciate your business & look forward to serving you in the future.

*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. ↩