Complaints

The 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:01/25/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Cook Unity is supposedly to pause my subscription for 3 weeks. They have ignored the pause even if they confirmed the request and charge me $83 just within 1 week. I have requested for refund and they refused. I even have a very valid reason why I paused the subscription. I'm out of state because a family member is in the hospital. Consumers beware of CookUnity. This business is very dishonest in there practice.

• Initial Complaint

  Date:01/10/2024

  Type:Sales and Advertising Issues
  Status:

  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 received a promotion email from CookUnity on 12/5/23 saying that I would receive 40% off my next four orders and that those orders would need to be placed within 42 days of restarting deliveries. I reactivated my account and set up my first delivery that day, giving me until 1/16/24 to use the promotion. I set up another delivery on 1/2/24 and was shown that the order total would be $58.30 after the 40% off promotion was applied. When the order was processed on 1/5/24, I was charted $90.01. The company claims that the promotion expired on 1/2/24 and since they didn't charge my card until 1/5/24, the promotion was removed. I was never informed of the new total or the expiration for the promotion being that date. I am asking them to refund $31.71 so that I will be paying the total for the order that I agreed to when submitting my order. They have refused. I believe they are trying to confuse and deceive customers by the way this was handled, including that having a total for the order in the email confirmation and not letting the customer know how much they order will be before it's charged to their credit card. They are also making up a fake expiration for the promotion when the email clearly says 42 days and has no expiration date. They have refused to assist me in the matter.

  Customer Answer

  Date: 02/04/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by CookUnity LLC regarding complaint ID ********.
  
  Sincerely,
  
  *****************************
  

  Business Response

  Date: 03/25/2024

  Hi ****** - thanks for reaching out with this feedback! I am so sorry about the trouble here. I can understand your frustration and have shared this feedback with our team. As a token of apology, I've added a $40 credit to your account for the difference in your recent order. This credit will automatically apply to a future order and will not expire. We hope we have the opportunity to serve you much better in the future!

• Initial Complaint

  Date:01/04/2024

  Type:Product Issues
  Status:

  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.

  Yesterday, Jan 2, I started an order for a weekly meal plan from Cook Unity.Unfortunately, the price was much more than advertised so I canceled, or so I thought.This morning I was notified by Cook Unity that the order went through and they took $97 out of my account without my permission. Once I received their email, I called within a few minutes but they won't cancel the order even though I erased the order

  Customer Answer

  Date: 01/28/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by CookUnity LLC regarding complaint ID ********.
  
  Sincerely,
  
  *****************
  

  Business Response

  Date: 03/25/2024

  Hi **** - thanks for reaching out with this feedback. I am so sorry for the frustration. In reviewing your correspondence with our team, it appears you resubscribed and created an order. Unfortunately, at the time you reached out to cancel, or flexibility window had passed and your order already started being planned with our vendors. I can see that we issued a partial refund to ensure you could take advantage of a discount on your order. I hope this helps and we'd welcome the opportunity to serve you much better in the future!

• Initial Complaint

  Date:12/28/2023

  Type:Product Issues
  Status:

  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.

  For 12/27 Wed food delivery, I did not receive any email or text communication to choose the meals and Cookunity picked the meals I don't want, including a vegan hot dog (the vegan category is not in my preference). I still receive the emails from them for order confirmation and I do not understand why the meal selection email and texts were not delivered.After talking to their customer service, ********************** agreed to cancel the delivery for 12/27. But after the cancellation is confirmed, they told me they cannot refund the cost of $90.75 to my credit card! They only refund me as their promotion credit.Promotion credit is very different from a credit card refund. Since the order is cancelled without any delivery, it is not reasonable for cookunity to keep that money. Please refund the $90.75 to my credit card based on the fact that the order is cancelled and nothing is delivered to me.

  Customer Answer

  Date: 01/21/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by CookUnity LLC regarding complaint ID ********.
  
  Sincerely,
  
  *************
  

  Business Response

  Date: 03/25/2024

  Hi *** - thanks for reaching out. We are so sorry for the trouble this caused - we certainly want this to be a seamless experience for you. Reviewing your correspondence with our team, it looks like you accepted and used the credit provided to you so unfortunately we cannot offer a refund. I'll share your feedback with our team - your input is valued as we work to improve!

   

• Initial Complaint

  Date:12/01/2023

  Type:Product Issues
  Status:

  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.

  Cook unity collected $113.29 from my credit card for a food order that was Not placed Nor Delivered to me on 10/27/23. I cancelled their services because after my first trial delivery, I realized the food tastes was not worth their exaggerated price. I emailed them about refunding my money to my *********** have not. I dont want credit, I dont want their food, I want my money returned.

  Business Response

  Date: 03/25/2024

  Hi *********** - thanks for reaching out. I'm so sorry to hear about the trouble here! CookUnity is a weekly subscription and this information is presented to you upon signing up and creating your first order. We also are diligent in sending email and text message reminders 24 hours before an order is processed to ensure you have enough time to make any changes, or skip a week. Unfortunately, you reached out to cancel your order after it was processed and we cannot issue a refund in this circumstance. I do see that our team issued a full credit back to your account for the misunderstanding. This credit will not expire and we hope to have the opportunity to serve you again in the future!

   

• Initial Complaint

  Date:11/29/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Cook unity is a meal subscription service. I canceled my subscription prior to the deadline for the recent week but was delivered a set of meals that I did not select and do not want. My card was charged $200 without my permission. **************** claims that they have no record of the cancellation however this is false as I track my subscriptions carefully and clearly recall cancelling. This must be a systems issue on their end. They refused a refund and refused to reason and I am stuck with a bunch of food I cannot eat.

  Customer Answer

  Date: 12/24/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by CookUnity LLC regarding complaint ID ********.
  
  Sincerely,
  
  *****************
  

• Initial Complaint

  Date:11/17/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Created an account. Would not let me change the promo code to the one from the youtuber I watched. Tried to use the link from the youtuber. In less than a few minutes I could no longer use the site anymore. I even tried changing my password or logging in with ******* Nothing. No response from customer service either.

  Customer Answer

  Date: 12/12/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by CookUnity LLC regarding complaint ID ********.
  
  Sincerely,
  
  *******************
  

  Business Response

  Date: 03/27/2024

  Hi ***** - thanks for reaching out with this feedback. Apologies for the trouble here - we certainly want this to be a seamless experience for you. It looks like our team responded to your email with instructions on November 16 roughly 5 minutes after it was sent - I can see that this email was never opened on your end unfortunately, but have also included a screen shot indicating where you can update a promo code when signing up. Hope this helps!

  Customer Answer

  Date: 03/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Did not resolve login issue. Just showed a discount.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************
  
  
  
  
   
  

• Initial Complaint

  Date:11/09/2023

  Type:Customer Service Issues
  Status:

  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 am writing to file a formal complaint against CookUnity for engaging in what appears to be a deceptive and fraudulent practice, overcharging customers, and failing to provide any form of responsive customer support.Details of the ********************* and Predatory Business Practice:CookUnity, while advertising a weekly meal service, is engaging in a recurring issue where customers who change their delivery date receive two deliveries in the same week, instead of one. This practice, leading to double charging, seems to be a deliberate ploy rather than a logistical error.In my case, this led to being overcharged by an additional $174.89 on 11/06/2023, which was neither authorized nor expected.2.Intentional Ignorance of a Known Issue:It has come to my attention that this is a known issue within CookUnity. Yet, the company continues this practice, blatantly disregarding customer experience and financial implications for the *********************** **************** Contact:Further aggravating the situation is the fact that CookUnitys customer service number is not operational, effectively leaving customers without any means of recourse. This lack of a functional customer service channel exacerbates the situation, bordering on fraudulent behavior.Resolution Sought:Given the gravity of this situation, I am seeking the following:Immediate refund of the unauthorized charge of $174.89.A formal investigation into CookUnitys business practices regarding double deliveries and overcharging.An explanation and corrective action plan regarding their non-responsive customer support system.A formal apology from CookUnity acknowledging their malpractice.Their actions, which border on scamming customers, coupled with a complete disregard for customer communication, are unacceptable. I urge the BBB to take my complaint seriously and help facilitate a just resolution to prevent such unethical practices from affecting more customers

  Customer Answer

  Date: 11/09/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:11/09/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 have been a subscriber of CookUnitys meal service. I have a deadline of midnight on Wednesdays to cancel or modify orders. Last night on Tuesday 7th November, I skipped the next weekly order (before midnight), but today discovered I had been charged. I tried to call the company but discovered they cannot be called. I got in touch via the website and SMS, explaining I had skipped the order and still been charged, but was informed they had no record of the skip on their system. They said I should have contacted them urgently if I did not receive any confirmation email (despite not having a callable phone number), and later admitted to the email confirmation service not working. They refused to refund or cancel the order despite these issues and me contacting them as soon as I was notified of the charge on my credit card. I asked for my account to be completely cancelled going forwards.

  Customer Answer

  Date: 12/03/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by CookUnity LLC regarding complaint ID ********.
  
  Sincerely,
  
  *******************
  

• Initial Complaint

  Date:10/23/2023

  Type:Customer Service Issues
  Status:

  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 reached out to them BEFORE the order was fulfilled. Asking them to CANCEL. They said 'NO' and sent me an email describing their process of fulfilling orders. So in other words, no assistance whatsoever. That was in the middle of the week. The order doesn't arrive/get delivered until the FOLLOWING MONDAY, and it's from a local delivery here in ** where I live. So they could've CANCELLED it. There was ENOUGH TIME to do so. They chose not to do it. I am not paying for food that my autistic child with food allergies cannot eat. I don't have to elaborate about this when I request for a cancellation, as my child, and his condition are nobody's business, as he is a minor. But here we are. Because they couldn't cancel the order which was requested to be cancelled DAYS ahead of delivery. They don't give you an option to CANCEL after you place your order. This isn't right.

  Business Response

  Date: 10/24/2023

  The customer contacted us back in sep 14 annoyed by our recommendation process which is explained and described in our entire website, FAQ and T&C as part of the the subscription process.

   Our team provided detail information on how it works and what to expect from it. She never replied to us and the account got deactivated.

  She received proper notifications (24hrs before the charge) and opened the emails w/o acknowledgment on time.

  As per policy and how the service work we charge our customer 4-6 days before delivery day as we have purchasing and many other processes in between before order fulfillment like kitchen and production

  FAQ 

  What is cookunity-how it works: ************************************************************************************

  Cancel order after is charged: ****************************************************************************************************