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Complaint Details
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Initial Complaint
09/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I made a purchase from this company of one of their appliances. They provide a risk free return. Period we did not like the product at all and returned it immediately. They have acknowledged they received the return on August 19 and have yet to provide me with a refund. I have contacted the company multiple times and they stated they will get in touch with their finance department and get back to me. However they never get back to me. Over a month to expect a return is ridiculous and seems very much like a scam.Customer response
10/03/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
******** ******Initial Complaint
08/12/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I placed an order for the Suvie kitchen robot on 7/26/24 and they immediately charged my credit card for the total cost of the applicance with a 2-3 week delivery time. I cancelled the order on 7/29/24 before the item was shipped. Suvie acknowledged that my order was cancelled and I could expect to receive my money back within 7-10 business days. Today is the 10th business day and I still haven't received my money back $426.93 I've reached out to their customer service multiple times via email (the only option - they don't have a phone number) and still don't have an answer regarding the return of my money.Customer response
08/22/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***********************Initial Complaint
07/16/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchase Suvie products on 7/2/2024 (Suvie oven, starch cooker, and meals)Purchase price: $751.43 (USD)I received the first shipment on 7/11/2024. Upon unboxing I noticed the item was damaged, a large hole at the bottom of one side of the oven. I immediately took pictures and notified the company via the email support.Shipment Details: Tracking #: 1ZEC07080327362301 This Shipment Includes: 1x - Suvie 3.0 Kitchen Robot - Master (SKU: SV301)I am unable to use this damaged product and the company has failed to respond to multiple requests for a return label. I requested and informed email customer support to cancel any additional shipments (starch cooker and meals) and issue a full refund.I received an email inquiry about my request, suggesting that I choose a replacement instead. I refused the replacement and requested the return label and full refund.
Business response
08/05/2024
Hi *******,
We appreciate your response and for sharing your feedback with us; we certainly understand your frustration regarding your Suvie experience so far.
Ive reviewed your case and see that you have been in contact with our *************** team who has offered to ship you a replacement device at no charge, and you have elected to return the defective device for a full refund. Were truly sorry to hear that this happened. While uncommon, units can arrive damaged due to carrier mishandling of our packages. I see that our *************** team had issued you a return label, and that your unit was received back to us on 7/22/24 and a refund was processed.
Should you have any further questions, please let us know. Thank you so much for your continued patience.Initial Complaint
06/07/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought my Suvie on December 5th 2023 through Affirm, it processed on December 26th 2023 and I didn't get it until January 22nd. On March 12th, I emailed their customer service team to request a refund and to send it back since it wasn't working out for me and my family and the meals were awful and they promised a "100 day risk free trial". I attached the email strand since it will take a long time to write it all, so I will summarize it. They sent out a box for me to pack the suvie and its accessories in on March 21st, and it didn't arrive until March 27th. I sent the box and the accessories back within 30 days on April 20th and it arrived at their facility as listed on the packing label they emailed to me. I emailed back on April 26th, to let them know it arrived and was told it will take '14 to 21 days for my refund to process and reflect on my account statement'. 3 weeks later, I emailed again on May 17th to get an update on the processing of my refund since I checked with an Affirm representative and told me the refund hasn't been processed through them. The email back said that they 'are currently in communication with the Affirm representative to process the refund' and that they will update me as soon as my refund has been processed. Again, a whole 3 weeks later, as of June 7th 2024 I have gotten no refund, hasn't been processed through affirm, and got no email, so I reached out to them again. I requested to open a dispute through Affirm because I feel like that's my only way of getting my money back. All in all, after doing all I can and was told, I still haven't gotten my refund processed and my appliance was returned a month and a half ago when I was promised initially that it will take '14 to 21' business days.Business response
07/17/2024
Hi *******,
We appreciate your response and for sharing your feedback with us; we certainly understand your frustration and concern with your refund.
Ive reviewed your case and understand that you have spoken with one of our managers who identified there was an issue with Affirms system that caused in a delay in receiving your. According to our records this issue has been resolved and your order has been refunded in full. If you need a trace ID for this refund, please contact us directly and wed be happy to provide you with this information.
We really appreciate the opportunity to speak with you directly. Should you have any other questions or concerns, please email our ****** Services team at ***************************** and well be happy to help.Initial Complaint
06/05/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On January 9th, I placed an order for the Suvie Kitchen Robot. I recieved it on January 15. By January 19,I had tried to cook 2 seperate meals, both resulting in leaking gray water messes. I contacted Suvie on January 19th and started dealing with the issue. On January 26, they agreed to provide a shipping label and packaging to return the device. The shipping label and packaging were recieved by me on February 27. I returned the device inside the provided packaging with the provided shipping label attached in early March. I have inquired about my refund and have recieved no refund thus far. Despite the extended time frame since shipping the device back, they claim to have not received it and refuse to return my money.Business response
07/17/2024
Hi ****,
We appreciate your response and for sharing your feedback with us; we certainly understand your frustration and concern with your refund.
Ive reviewed your case and see that you have been in frequent communication with one of our ****** Services team members who helped to provide updates regarding our Suvie order status and refund. According to our records, your order has been refunded in full. If you need a trace ID for this refund, please contact us directly and wed be happy to provide you with this information.
Should you need further assistance or have any questions, please email our ****** Services team at *****************************.
Once again, we appreciate your patience and support. Thank you.Initial Complaint
05/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company sell automated meal prep machines and requires you to set up a subscription with them. They force you to opt out otherwise they start sending you meals and charging you for it. Last week my wife logged into our account to look at meals and saw there were meals in her cart that would be sent just because she logged in. She cancelled the order, but we got charged and the food will arrive when we aren't even in town. We are sick of their predatory practices and wish we'd never bought this deviceBusiness response
06/04/2024
Hi *****,
We appreciate your response and for sharing your feedback with us; we certainly understand your frustration regarding receiving a meal order you did not intend to place.
Ive reviewed your case and understand that you have spoken with one of our managers who was able to assist you with refunding your latest order, canceling your Suvie Meal subscription, as well as help provide you with a solution to order meals as needed. Weve also shared your feedback with our product team for consideration of your use case.
We really appreciate the opportunity to speak with you directly. Should you have any other questions or concerns, please email our ****** Services team at ***************************** and well be happy to help. Thank you.Initial Complaint
04/29/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered a Suvie Bakers Bundle for $900.It took months to arrive and when it finally did arrive the glass was shattered [to which I didn't know until I cut myself].It took another several months for the replacement to arrive. It arrived defective and won't even turn on. I still do not have a working machine. I would like the machine I paid $300 for to be in working condition and actually arrive. I have over a dozen Suvie meals in my freezer (several hundred dollars' worth) that I cannot use.In addition, 2/3 of my order had to be canceled due to lack of inventory (Starch Maker) and [per customer service] a shipment of goods that was stolen (accessory bundle). For the 2 items I never received, I was told I would be receiving a full refund of my purchase price of $600. I have not received anything.I am in constant contact with customer service via email - which is the only avenue available to a Suvie customer.I keep getting promised things that are never delivered on. I just want what I paid for.Please help,***********************Business response
06/04/2024
Hi *****,
We appreciate your response and for sharing your feedback with us; we certainly understand your frustration regarding your Suvie experience so far.
Ive reviewed your case and see that you have been in contact with our ****** Services team who has been helping you with shipping your replacement devices for your ******************** units that have arrived broken. Were truly sorry to hear that this happened. While uncommon, units can arrive damaged due to carrier mishandling of our packages. Since youve had repeat issues with this, our operations team is working directly with the carriers to determine the source of the mishandling.
In the meantime, we will certainly ship you a replacement device and ensure you have a new and functional Suvie as promised! Should you have any further questions, please let us know. Thank you so much for your continued patience.Initial Complaint
03/12/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
We placed the order Sep 2023.. it has been 7 months.. still no delivery. ******** Services acknowledged the issue but so far no resolution.Business response
04/16/2024
Hi *****,
We appreciate your response and for sharing your feedback with us; we certainly understand your frustration regarding the delay in receiving your order.
Shipment expectations shown at checkout are our best estimates at the time, and can sometimes shift. We always do our very best to ensure your items are delivered as quickly as we can, and provide updates when appropriate.
Ive reviewed your case and see that you have been in frequent communication with one of our ****** Services team members who helped to provide updates regarding our Suvie order. According to our records, your Suvie appliance was shipped on Wednesday, December 6 which is within our original shipping estimate of 4-5 weeks. The *** tracking for this shipment is: 1ZEC07080302859401.
Should you need further assistance or have any questions, please email our ****** Services team at ******************************
Once again, we appreciate your patience and support. Thank you.Initial Complaint
03/11/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Took 6 weeks for appliance to come. Took 2 more weeks for food to come. The food did not have any dry ice left in the package, and the food was starting to thaw, leading to possible illness.Predatory practices:Promised free meals and discount coupons for their subscription service. But you are not allowed to combine coupons and are required to order at the very minimum 8 servings (4 meals at 2 servings each) forcing the customer to pay way more than they realized.Business response
04/16/2024
Hi ********,
We appreciate your response and for sharing your feedback with us; we certainly understand your frustration regarding the delay in receiving your order as well as receiving a thawed meal order.
Shipment expectations shown at checkout are our best estimates at the time, and can sometimes shift. We always do our very best to ensure your items are delivered as quickly as we can, and provide updates when appropriate.
Ive reviewed your case and see that you have been in contact with one of our ****** Services team members who has been helping you with this thawed meal order. Unfortunately, due to extreme weather conditions along your delivery route, your package was delayed while in the hands of our carrier partner. While we always try our best to anticipate weather delays and work with our carrier partners to minimize any impact, sometimes these situations are outside of our control.
I see that we have provided you with a full credit for this order that arrived thawed. Additionally, we have added some more meal credit to your account for the inconvenience.
To clarify, the free meals you have received were part of a special promotion which provided you an additional $300 off the Suvie appliance if you ordered 4 meal boxes during this promotional period. Weve included these free meal coupons to allow you to try our meals at a discount before fully committing to our meal service.
If theres anything more we can do for you please email our ****** Services team at *****************************.Once again, we appreciate your patience with this manner.
Customer response
04/17/2024
Thank you for your reply. But my complaint is more towards your predatory promotions and discounts. The "free" meals were only for one meal, but you HAVE to order 2 or 4 meals at a time. The meals are vastly overpriced and the "free" meals are just a smokescreen. They don't let you combine any of the "discounts" so they effectively will never be used. We have sent back our unit and requested a refund. Very disappointed with this service.
Regards,********
Business response
06/04/2024
Hi ********,
We certainly appreciate your feedback and for sharing your frustration with your Suvie experience. We will be more than happy to return your Suvie and issue you a full refund if you are not satisfied with our service. Please email our ****** Services team at ***************************** for further assistance.
Initial Complaint
03/05/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I placed an order for a Suvie on 1/18/2024, and attempted to cancel on 2/4/2024. After not receiving my refund within their estimated time frame of ***** days, I followed up on 3/4/2024 and received a generic message that the request would be forwarded. There is no phone number to Contact, and a refusal to return money for a good never received is unacceptable. Buyer beware.Customer response
03/16/2024
I have not heard from the business in response to my complaint.Business response
04/16/2024
Hi ******,
We appreciate your response and for sharing your feedback with us; we certainly understand your frustration and concern with your order and refund.
Ive reviewed your case and see that you have been in frequent communication with one of our ****** Services team members who helped to provide updates regarding our Suvie order status and refund.
According to our records, your order has been refunded in full. If you need a trace ID for this refund, please contact us directly and wed be happy to provide you with this information.
Should you need further assistance or have any questions, please email our ****** Services team at ******************************
Once again, we appreciate your patience and support. Thank you.
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