22 Customer Reviews
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Review from Selendra B
1 star06/20/2024
My review rating is for the lack of transparency regarding canceling the oven orders or the meal plans. I believe business should have a clear indicator how to cancel a meal plan or oven order. It should be indicated on the account tab. Extremely vague! Secondly, once you have entered your information, then you can see the meals. However, this is a waste of time. Because I realized my dietary preference is lacking. It would have been sufficient if people were allowed to view meals prior to entering all of their personal data. I believe this is too intrusive and now I have to go through a process of cancellation.Review from Michelle M
1 star06/18/2024
Inconsistent delivery. Unable to talk to a person to resolve issues and get refund sReview from Nancy C
3 stars06/14/2024
I loved this company and the food is great, however the delivery is late (very late), and food is sometimes spoiled or inedible. I live in the *************** and it gets very warm here, even in the Spring. One delivery came at 9:30 pm. Of course, the ice packs were thawed, and food questionable. They kindly refunded me for that order, but other orders have been delivered very late in the evening. Tonight, my order was supposed to come by 5:30 pm, but as of now 8:40, no food yet. My problem is not so much with the company, but their delivery system. If you cant get your product out in a timely manner, change your delivery system.Review from Sally W
1 star06/10/2024
I purchased a Tovala oven and subscribed to their food delivery service several months ago. Unfortunately I became increasingly frustrated with the meals I was receiving, as the directions were often not accurate, resulting in uncooked rice, burnt vegetables, and so on. I stopped ordering, but thinking I might still use the app in the future I did not completely cancel my account. That said, I was very careful to go on the site ~into my account every week and "Skip" every week's order. Much to my surprise (months later), a few days ago in my bank account I noticed that Tovala had charged me $101.92 and also received email confirmation that a box of meals were on the way ... MEALS THAT I DID NOT ORDER! But things got even worse when I received another message from Tovala stating that "since I did not cancel my subscription or skip the week that you have picked meals for next week and will be sending them to me". But guess what! In my account it clearly shows that I skipped delivery for June 17th, as I also did for this week of June 10th. I wish I could send a picture here as it clearly shows my orders as "Skipped". It's all there, no doubt.Review from Ashley H
1 star05/23/2024
Scammers dont waste your money well if they charge you meaning you have a 6 month period where you have to order a certain amount of meals within that time frame the meals are super expensive and very small portions some meals overcook or undercook the meals when it comes time to pay they always say your payment option was declined even when the money is available in your account the customer service only communication is email because the chat feature never works I believe they intentionally say your payment is declined so u can miss the 6 meal commitment for however many months they give u just so they can charge you the full amount of the tovala do not order from them take your $200 and go to the food store tovala isnt worth itReview from Michael F
1 star03/19/2024
I've been a Tovala customer for 4 years, paying $11 a meal for 4 to 6 meals a week. As the company has grown, their service has deteriorated. For example, there are inaccuracies in my weekly box almost every week especially when I order two of the same meals in the same box that come with accompaniments like tortillas. They frequently send me an incorrect meal, leaving a meal that I ordered out. While they offer many more weekly meal options than they used to, they have moved away from a tasty comfort food focus to a ********** healthy focus. For example, rice is rarely offered now for non-Asian dishes. They'll offer quinoa instead. Their customer service staffing has not kept up with their growth and while they used to have instant chat customer service, you have to wait 20 minutes for a chat representative these days and you have to fight with the bot to get into the queue for a human chat. They have never been willing to actually fix an error, for example sending the correct meal separately or sending a missing tortilla or other accompaniment. They just offer bill credits. For me, I am growing tired of their failures and I would leave them if their Asian meals weren't so tasty. That's their specialty in my opinion.Review from Dottie D
1 star01/24/2024
I am so upset with this company. I am disabled and 80 years old and I was misinformed about this company and the meals it sends. I am on an extremely fixed income and committed to purchase 6 weeks of meals at 4 meals per week. It comes to a total of $63 dollars a week and $10.99 shipping each time. They send me meals I never order and they said I have duplicate accounts. Not true. I am very angry that they scammed me. But I have to continue with these purchases. Very bad business. Thank you for listening!
Tovala Response
01/29/2024
Hello ******,I'd like to provide clarification regarding the Tovala oven and meal plans.We offer promotional purchasing options for the oven at a discounted rate when customers commit to 6 weeks of meals within 6 months. The available meal plan options are as follows:4-Meal Plan ($51.96 + $10.99 shipping)6-Meal Plan ($77.94 + $10.99 shipping)8-Meal Plan ($103.92 + $10.99 shipping)10-Meal Plan ($129.90 + $10.99 shipping)12-Meal Plan ($155.88 + $10.99 shipping)16-Meal Plan ($207.84 + $10.99 shipping)We provide a variety of meals for customers to choose from each week. In response to customer requests, we have introduced meals with premium ingredients, dual portions, and the option to add extras such as additional side items and desserts. It's important to note that these meal selections come with an additional cost or surcharge, as all meals are currently priced the same.Auto-selection is our default process; if you have an active meal plan and don't select or skip meals before the weekly order deadline (Wednesday the week prior to delivery at 6 PM CT), meals will be automatically chosen for you.To avoid receiving meals, you must manually skip that week by the deadline. You can skip up to 5 weeks in a row and up to 5 weeks in advance. If you prefer to avoid receiving randomized meals, please be sure to select your order before the deadline, and you can choose your meals up to 3 weeks in advance.Regarding duplicate accounts, I see that there is one account with a canceled meal plan and another deactivated account.As for your oven purchase, you have the option to return it until 03/22/2024, as it is still within the return window. If you decide to keep the oven, you will need to fulfill your meal commitment, and currently, you have completed 3 out of 6 weeks.Feel free to reach out to ********************************** if you have any additional questions or need further assistance.Best regards,Tovala Customer SupportReview from Karen J
1 star01/21/2024
There is no way to check out the meals or prices without putting in a credit card. When you do, it automatically charges you for the oven. If you try to cancel,( and I did this within minutes of looking at meals) it wont ,let you because it says you bought an oven. Nothing has been shipped or received at my house. Will be calling the credit card company tomorrow as this is Sunday.The other meal kit companies do not try to cheat you like this.Review from Joelle S
1 star10/01/2023
I received my oven which was broken. I immediately reached out to TOVALA and got the run around - repeated troubleshooting steps 7 times. Yes, thats what they told me to do over and over. Three weeks later I still have a broken oven with zero customer support just a lot of run around.Tovala Response
10/16/2023
Hi ******,
Thank you for reaching out to us. After reviewing your initial interaction, We agree that your experience with us was less than stellar. Instead of an apology, here are the actions that have been taken:
We have addressed the agent that you were in contact with during this time as well as reviewed our process & made improvements. This timeframe was unacceptable & we are corrected so this doesn't happen again.
As of 10/6 you received an email from one of our senior specialists confirming the tracking number of your new oven. We will follow up with you once you receive your new oven to make sure troubleshooting goes smoothly & you can experience the oven the way you should. We appreciate your business.Review from Rosalee M
1 star07/06/2023
All these meals that I ordered came with absolutely no meat. The customer service is a joke there is no response at all from them.Tovala Response
07/12/2023
HI *******,We appreciate you sharing your feedback with is. After further review of your account, we do see that your initial conversation started on 7/6/23 & a response from our customer support team came on 7/7. We are working to make response time quicker for our ************** apologize about the inconvience.
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