Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/05/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
We made a purchase of the Suvie in December. We were promised multiple times that it was shipping and it never did. We have made payments for it and were strung along over and over. Finally we requested a refund and were told they would take care of it, and it never happened. we just want our money back.Customer response
03/18/2024
[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:
The business after multiple emails and complaints to both the financing company and directly to Suvie finally processed the refund. This was only a result of from the diligence on our end. The business did not do this prior even after multiple emails. This is only resolved as we received the refund its not from them responding here
Regards,
***********************Initial Complaint
03/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I ordered the Suvie Kitchen Robot. It took a month for it to arrive from MA. I set it up and it gave me an error code. I reached out to them and they sent a replacement a month later. I packed the first one in the box the second one came in and set up the second machine. It to gave me an error code. I reached out to them again and told them I wanted a refund because twice the machine didn't work correctly and the asked if I had the original packaging, which I did not, and they are charging me $20.00 for packaging that took almost another month to arrive. I open the box and there is no return label as to where to ship it. I've reached out to them and gotten no response as of yet.
Business response
04/16/2024
Hi *****,
Thank you for sharing your feedback and Im sorry to hear about your experience with Suvie, we certainly understand your frustration.
After further review into your interactions with our ****** Services team In December 2024 regarding the error code you experienced, our team offered to replace your 2nd Suvie with a 3rd new device. We were understanding that you elected to return your Suvie for a refund instead of a replacement.
Our ****** Services team shared that we were awaiting the arrival of our return packaging materials that were on order, and once it had arrived the following week we will be sure to expedite it to you so you can complete your return. According to our record, your return packaging materials were shipped to you on March 28, 2024. Our refurbishment facility is awaiting the return of your Suvie and once received, you will receive your refund via Affirm. We have also refunded the $20 packaging fee for all the inconvenience caused.
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
04/23/2024
[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
03/02/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a Suvie oven along with food. I tried the oven along with one meal kit and the food was delivered spoil and it had a bad smell. I shipped the oven back and asked for a refund back in January and I was promised a refund but I still have not received it. I was charged twice.Business response
04/16/2024
Hi ******,
We appreciate your response and for sharing your feedback with us; we certainly understand your frustration regarding your meal delivery arriving in this condition. This is certainly not the type of experience we strive to provide.
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 a full refund for this order that arrived thawed, as well as for the return of your Suvie appliance. If you need a trace ID for these refunds, please contact us directly and wed be happy to provide you with this information.
We appreciate your understanding and should you need further assistance or have any questions, please email our ****** Services team at ******************************Initial Complaint
02/18/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I placed an order for a Suvie: Kitchen Robot on February 12th, 2024. On February 14th I received an email stating that my payment failed and my order was cancelled, however my card was charged on February 12th for the total cost of $354.90 and no money has been returned to my account!Customer response
02/29/2024
Better Business Bureau:While I have yet to receive my Suvie unit, I am currently trusting that it will ship soon, and the company has responded and addressed the complaint I filed.
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
01/26/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Initial complaint to company in attachments. * Date of transaction = 1/10/24 * Amount paid to business = $184.83 * What Suvie committed to provide = Frozen meals, shipped with 10 lbs of ice block * Nature of dispute = They did not pack food in ANY ice and it took a week to arrive. Food was completely thawed and spoiled on arrival. * *********** has not responded to multiple emails beginning on date of shipment arrival. They have no phone number to call and state normal response time is within 24 hours. They have made no attempt and communicating and no attempt at resolving the issue.* Account/Order# = **********Business response
02/14/2024
Hi ******,
We appreciate your response and for sharing your feedback with us; we certainly understand your frustration regarding your meal delivery arriving in this condition. This is certainly not the type of experience we aim to provide.
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 for a full credit for this order that arrived thawed. Additionally, we have added some more meal credit to your account for the inconvenience.
We appreciate your understanding and should you need further assistance or have any questions, please email our ****** Services team at ******************************Initial Complaint
01/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This product was order on 12/13/23. The website says 2 to 3 weeks for delivery. It has been over 4 weeks at this point and there is no real ship date from this company. Apparently a refund will take up to ****************************** today.Business response
01/30/2024
Hi *********,
We appreciate your response and for sharing your feedback with us; we certainly understand your frustration regarding the delay in receiving your order and concern with your refund.
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 order has been delivered on January 19, **** which is within our original shipping estimate of 4-5 weeks. The *** tracking for this shipment is: 1ZEC07080324187882.
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
01/11/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On Dec 2 2023 I contacted Suvie **************** and requested order for appliance be cancelled as the delivery period was excessive and final cost was excessive compared to advertised. I was notified that my order was cancelled and would receive refund. As of this morning the company never refunded and I received email it was being shipped- I reached out again and now no response. Phone# listed is not working #Business response
01/30/2024
Hi ******,
We appreciate your response and for sharing your feedback with us; we certainly understand your frustration regarding the delay in receiving your order and concern with your refund.
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.
After further review into your interactions with our ****** Services team, we have provided you with a full refund for your order on December 9, 2023. If you are having trouble locating your refund, you can share this trace ID with your banking provider who can help locate your refund: XXXX8374992495903827593.
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
01/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a Suvie on 09/13 - said it would take 4 weeks to receive my delivery. I waited until after 4 weeks and they told me it would be just a bit longer and gave me some free vouchers for meals. I emailed back on 10/24 and they said it would still be another 2 weeks. At that point I cancelled my order and requested a refund. I received an email confirmation my cancellation and that my money would be refunded within 8 - 21 business days. I am still waiting on my refund and we are in Jan **** and have not received anything back from them.Business response
01/30/2024
Hi *********,
We appreciate your response and for sharing your feedback with us; we certainly understand your frustration regarding the delay in receiving your order and concern with your refund.
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.
After further review into your interactions with our ****** Services team, we have provided you with a full refund for your order on October 31, 2023. If you are having trouble locating your refund, you can share this trace ID with your banking provider who can help locate your refund: XXXX1344017000020070967.
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
01/07/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order in 11/25/23 and they charged my credit card full amount. I have received a meal box yesterday but the oven has still not arrived. I have emailed the company several times with just a generic response. I have not gotten a tracking number either. The phone number on record is not working.I would like a full refund or the oven. But the company is not responding.Order number R640900998.Business response
01/30/2024
Hi Terrijean,
We appreciate your response and for sharing your feedback with us; we certainly understand your frustration regarding the delay in receiving your order and concern with your refund.
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.
We ship your first meal box shortly before your appliance arrives so you will have meals in your freezer ready to cook once your Suvie delivers. Prior to your meal box order placement, you received a reminder email to modify or skip this delivery. We also extend the option to cancel any meal order placed up to 3 days after this order is processed.
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 order has been delivered with the *** tracking: 1Z31X14F0317384462.
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
12/21/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Ordered the Suvie with 14 free meals. Suvie never arrived, the number to the company is disconnected & they wont respond to emails. The meals arrived late thawed out RUINED PLUS they charged for them so this $299 purchase is now at almost $800 & we still dont have the actual Suvie!Business response
02/14/2024
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 for a full credit for this order that arrived thawed. Additionally, we have added some more meal credit to your account for the inconvenience.
Additionally, after communicating with our ****** Services team member, we have honored your request to cancel your Suvie appliance order and issue you a full refund, which was initiated on December 27, 2023. If you need a record ID for this refund please contact us directly and wed be happy to help.
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.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.