Business Profile
Ecommerce
SuvieThis business is NOT BBB Accredited.
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Important information
- Customer Complaint:BBB with the use of artificial intelligence, analyzed the complaints on 9/9/2024
BBB shared the findings and recommendations with Suvie.
The findings appeared to show:
Product Quality Issues: Many customers reported issues with the quality and functionality of Suvie products, including malfunctioning devices, poor build quality, and recurring technical problems.
Customer Service and Response Time: A significant number of complaints centered around poor customer service experiences, including delayed responses, lack of communication, and unhelpful or dismissive support representatives.
Shipping Delays and Order Fulfillment: Delays in shipping and order fulfillment were common issues. Customers reported waiting weeks or even months for their orders, often without updates or explanations.
Refund and Return Process: Customers often complained about difficulties in obtaining refunds or navigating the return process. Issues included delayed refunds, restocking fees, and unclear return instructions.
Billing and Payment Issues: Some customers experienced billing errors, unauthorized charges, or difficulties with payment methods. Complaints highlighted discrepancies in what was charged versus what was agreed upon at purchase.
Suvie on 10/25/24 responded to BBB with:
While we are always improving our messaging and app experience, we strongly believe that our offering and value is fair, and clearly defined on our checkout pages. Our system regularly sends upcoming meal order reminders, charge & ship notifications, to keep our customers informed about their meal plan. Our customer service team is always available to help with customer concerns, where we are achieving an average of 30 min response time. This year, we've also launched a call center operation providing more service options for our customers, which was highly requested.
Complaints
Customer Complaints Summary
- 55 total complaints in the last 3 years.
- 19 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/22/2025
Type:Service or Repair IssuesStatus:AnsweredMore 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.
The company advertises that the Suvie device will be delivered in a few weeks, I ended up waiting months as they continued to tell me that it would be shipped and then not send it. I finally received the product and the first meal box just to find that that the vast majority of the meals offered have soy products or soy lecithin in them, and I have an allergy to this meal ingredient. I found that I could not safely eat any of the meals enough to actually create a meal order. I asked this subscription to be cancelled. Today I was emailed a confirmation of meals being ordered that I did not agree to. I was told by customer support that the meals that had been ordered were cancelled, however after trying to cancel my meal subscription again, I was suddenly informed that either I must pay for 4 meal deliveries in 12 months or pay for the rest of the Suvie that I got at a discounted price?? There's some small print for you because this was the first time I was aware of this. The way that the deal read when I purchased the product made it sound like you got 16 free meals and then a meal subscription service (which you pay for each time) but it was very unclear that you would have to pay more for the Suvie if you did not continue the meal delivery service. Considering that Suvie has lied multiple times to customers about delivery times and lied to me, as well as now pulling this and telling me that I am forced to buy their meals that I cannot even eat or pay more for the product, I request that Suvie cancel my subscription and do not charge me any further in any way. If I had known any of this would happen I would have happily purchased another product that was cheaper and works better (the air fryer is a joke and doesn't "fry" anything at all) Their business practices are very scammy and they are not transparent and honest with their customersBusiness Response
Date: 02/21/2025
Hi Cami,
We appreciate your response and for sharing your feedback with us; we certainly understand your frustration regarding your orders delivery time and first meal box experience.
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 *************** team members who helped to provide updates regarding our Suvie order. According to our records, your Suvie appliance was ordered on September 9, and shipped on October 7, which is within our original shipping estimate of 3-4 weeks. The *** tracking for this shipment is: 1ZEC07080333506082.
Regarding your initial meal delivery, we send several reminder emails to select meals prior to orders being locked and shipped, and we are always happy to modify an order once charged if necessary. I see that the *************** team was able to refund your meal order for you, and assist with shipping a new meal box containing your desired items.
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.
Should you need further assistance or have any questions, please email our *************** team at ******************************Once again, we appreciate your patience and support. Thank you.
Initial Complaint
Date:01/16/2025
Type:Delivery IssuesStatus:AnsweredMore 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 ordered the Suvie 3.0 Chefs Package on 3/25/24. I have not received the entirety of my order. I have been emailing with them back and forth for almost a year, and just keep getting the run around. I am missing my extra set of Suvie pans and Starchie pots. Every time I email them, they promise to get back with me, but it has been literally almost a year.Business Response
Date: 02/21/2025
Hi *****,
We appreciate your response and for sharing your feedback with us; we certainly understand your frustration regarding your orders delivery time.
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 *************** and your outstanding accessories have been shipped to you in full, with the tracking number 1ZH4644X0300972479.
Should you have any further questions, please let us know. Thank you so much for your continued patience.Initial Complaint
Date:01/14/2025
Type:Product IssuesStatus:AnsweredMore 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 bought one suvie machine and was charged for two. I sent several emails and have not heard back from them in the allotted time.Business Response
Date: 02/21/2025
Hi ******,
We appreciate your feedback and sincerely apologize for any confusion.
Ive reviewed your case and see that you have been in contact with our *************** team regarding the unintended purchase of a second Suvie. I do see that we were successful in canceling and refunding your second order.
Should you need a refund trace ID for this transaction, please reach out to our *************** at ***************************************************** and wed be happy to provide this information.
Once again, we appreciate your patience and support. Thank you.Initial Complaint
Date:12/28/2024
Type:Product IssuesStatus:AnsweredMore 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 purchased a Suvie April of 2024. I received the machines and not the accessories promised with the machines. I have several emails stating production problems. This company wants to force you to buy their pre prepared meals, not make your own. The accessories are extremely overpriced so purchasing what you were promised is an additional ******* dollars. I have yet to receive my package deal.Customer Answer
Date: 01/07/2025
I have not heard from the business in response to my complaint.Business Response
Date: 01/08/2025
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 helped to re-ship your accessories that were previously lost during transit. I see that your new accessories have been shipped with the following *** tracking: 1ZH4644X0309124584.
Weve also provided you with an additional $100 in free meal credit for the inconvenience. To clarify, you are always welcome to cook using your own ingredients with Suvie. At the time of your purchase, there was a meal box minimum requirement in order for you to purchase your Suvie at a $300 discount. This information can be found on the checkout page, as well as our terms and conditions.
Should you have any further questions, please let us know. Thank you so much for your continued patience.Initial Complaint
Date:12/12/2024
Type:Product IssuesStatus:ResolvedMore 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.
Placed an order with Suvie for Suvie Robot 3.0+ and for meals. Received the meals and no appliance. Emailed and requested a call back (as the company has no customer service line). After refiling an email and call back request threatening to file a complaint, got a call 48hrs after my original request. The customer service *** told me that the appliance was scheduled to ship on Monday while we spoke on a Thursday. Directly told the *** that I did not want the device and that the shipment should be canceled and a refund provided. The *** promised to do so. Suddenly, I was notified that night that the device had shipped. If i cancel the service they will add an additional $300 onto the money they have already defrauded out of me. This company is criminal in how it scams customers.Business Response
Date: 01/14/2025
Hi ******,
We appreciate your response and for sharing your feedback with us; we certainly understand your frustration regarding your Suvie experience so far.
Our team strives to deliver your first meal box and Suvie appliance around the same and generally we prefer to ship your meals a few days earlier so they are ready in your freezer once your Suvie arrives. Ive reviewed your case and see that you have been in contact with our *************** team who helped to cancel & refund your first meal order until after your Suvie appliance was delivered. According to our records your Suvie was shipped on December 12 with *** tracking: 1ZEC07080330276416.
Should you have any further questions, please let us know. Thank you so much for your continued patience.Customer Answer
Date: 01/15/2025
[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
Date:12/12/2024
Type:Delivery IssuesStatus:AnsweredMore 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 November 30th, 2024, I ordered a Suvie 3.0+.ApplianceOrder Number: R490725441 1 x Suvie Kitchen Robot1 x First Suvie Meal Box Order 1 x 3.0+ Air Fry Set Since that initial confirmation, I have received no follow-up or shipping information on my order.I have attempted to contact Suvie several times but have not received a phone call or an email. I have received my first order of meals, and lots and lots of emails about my meal plan, but I haven't heard back from Suvieabout my order.Business Response
Date: 01/14/2025
Hi ****,
We appreciate your response and for sharing your feedback with us; we certainly understand your frustration regarding your orders delivery time.
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 *************** team members who helped to provide updates regarding our Suvie order. According to our records, your Suvie appliance was shipped on Wednesday, December 16 which is within our original shipping estimate of 3-4 weeks. The *** tracking for this shipment is: 1ZEC07080304687138.
Should you need further assistance or have any questions, please email our *************** team at ****************************** Once again, we appreciate your patience and support. Thank you.Initial Complaint
Date:12/10/2024
Type:Product IssuesStatus:ResolvedMore 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.
11/17/24 Purchased a ***** 3.0 for $249 for their 100 days risk free promotion 11/29/24 Received the unit. Couldnt get it to connect to WiFi, so emailed them for support. Got a copy and paste reply right away but couldnt solve the problem. Emailed back, then didnt get another reply until 2 days later with some questions.12/1/24 Couldnt get the unit to work with WiFi and very unsatisfied with their customer service, I requested return that night. They required Return Authorization and supposed to provide return shipping label. Again they were pretty fast replying first email request. The last email I received from them is the morning of 12/2/24. 12/3/24 requested Return Authorization code and shipping label again. Did not get a response at all.12/5/24 I requested a phone call. Received a call on 12/6, and was told would process RA and shipping number as soon as I reply to her email. I did reply, but havent heard back since.12/9/24 emailed to request RA# and shipping label again, no response from them. I feel like Ive scammed. Theyre not even letting me return it, not responding to my requests, how do I expect them to refund me.Customer Answer
Date: 12/21/2024
Dear Better Business Bureau:
The business has responded on 12/12/24, the return is now on the way back to them. My issues and/or concerns in reference to complaint #******** is resolved. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***** ***Initial Complaint
Date:12/10/2024
Type:Delivery IssuesStatus:AnsweredMore 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 ordered the chefs package along with extra set of egg tray and accessories, and starchie pot set. It took a long time to ship. When I finally received the package, it was only the robot and nothing else. Ive emailed and asked for call back so many times but no one is reaching out to contact me about my concern. This has not been a good customer experience so far.Its also very hard to find a way to get tracking numbers for orders so that feels intentionally deceitful.Business Response
Date: 01/14/2025
Hi Ali,
We appreciate your response and for sharing your feedback with us; we certainly understand your frustration regarding not receiving all of your items at the same time.
In the order confirmation email you received, we highlight that items may be shipped separately and may not arrive at the same time. 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 *************** team members who helped to provide updates regarding our Suvie order. According to our records, all of the items that are part of your order have been delivered.
Should you need further assistance or have any questions, please email our *************** team at ****************************** Once again, we appreciate your patience and support. Thank you.Initial Complaint
Date:12/06/2024
Type:Delivery IssuesStatus:AnsweredMore 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 placed an order for the deluxe stove and a meal plan with Suvie. I was notified the stove would arrive 12/3 or 12/4. After confirming my email address I selected meals for deliver 12/7 (it is important to note the meal selection changes weakly). I was charged for these meals on 12/4.I received an email that my stove would now arrive with my meals 12/8.The next automated email I received was that my meals would now arrive the week of 12/16...I have no idea what meals will come as it is now an entirely different menu. This is actually a gift for my son, who was anticipating the meals right ******* I emailed customer service - because I wasn't sure my son would still want these.The next email I received was telling my my order was canceled. At which time - I requested a phone call from customer service It has been over two days and I have yet to receive a call. I even tried to call the contact number shown here - it is not an active number and it is based out of ******I have no idea what the h*** was canceled...did I lose the Black Friday deal on the stove, or were just the meals canceled? Where is my credit?I have sent two phone call requests and an email - without resolution.This has been the worst meal package plan experience I have had. The fact the contact info, on the BBB page is inaccurate makes it all seem more like a scam.Customer Answer
Date: 12/17/2024
I have not heard from the business in response to my complaint.Business Response
Date: 01/14/2025
Hi *******,
We appreciate your response and for sharing your feedback with us; we certainly understand your frustration regarding your Suvie experience so far.
Our team strives to deliver your first meal box and Suvie appliance around the same and generally we prefer to ship your meals a few days earlier so they are ready in your freezer once your Suvie arrives. Ive reviewed your case and see that you have been in contact with our *************** team who has happily helped you select meals for your first box, which was delivered successfully (Tracking: 1ZHX86410304256343). Rest assured that your Black Friday offer was honored.
Should you have any further questions, please let us know. Thank you so much for your continued patience.Initial Complaint
Date:09/22/2024
Type:Service or Repair IssuesStatus:ResolvedMore 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 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 Answer
Date: 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,
******** ******
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