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:12/20/2023

  Type:Delivery 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.

  Delivery Challenges Impact Overall Experience I've been a Sakara customer for some time now, and while the food quality remains consistently good, I've encountered significant delivery issues recently.Three weeks ago, my delivery ended up at the wrong address, and I was asked to retrieve it myself. Despite expressing my concerns, the situation was only resolved after persistent complaints. In the following weeks, deliveries were consistently delayed, resulting in less-than-ideal food quality upon arrival. This week, I was notified that my package was damaged and wouldn't be delivered.My attempts to reach out to Sakara customer service have been met with silence, making the entire experience more frustrating. As a busy professional, I value reliability and efficient service, and unfortunately, this has been lacking.I'm sharing this feedback in the hope that ****** can address these delivery challenges and improve their overall customer experience.Sincerely,*************************

• Initial Complaint

  Date:09/13/2023

  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.

  The subscription system does not work. The website is a mess. Error codes, missing images. I have been harassed for weeks with update missing payment information and I do it and still doesnt work. I have not received products since July. I am out of my supplements and I cannot figure out how to get it fixed. No one helps. Their customer service is just an automated robot. The website is a bully when you try to cancel anything. Sadly I like the product but I do not like the website, app, or customer service. For what they charge they should do better! I have unauthorized charges from them. I want to be reimbursed for the months I never got products ($400).

• Initial Complaint

  Date:05/30/2023

  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.

  I ordered the 5-day Gut Health Reboot to begin on May 22. I was very excited to try the product despite the expensive price tag that averaged to $115 per day. I received the food in two shipments. In the first shipment (M-W food), there was a lunch and dinner option with damaged packaging that had exposed the food to the box and made it watery. In the second shipment, one side of the box was wet upon receipt. When opened, I discovered a smoothie had busted and there were two damaged packages that were exposing food which was covered in green smoothie. Not only was this unacceptable, but by Wednesday, I was sick and had to visit a doctor for medication and was unable to even eat the remaining food. I contacted Sakara for support, hoping for a reasonable response. Though I appreciate being refunded $57 of the $575, this does not even come close to the amount of food that was inedible upon arrival. This is unacceptable.

• Initial Complaint

  Date:01/25/2023

  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 had a subscription to the meal service at Sakara life. I attempted to cancel ****************** multiple times and was routed to screens that asked me are you sure and give a reason for the cancellation. After giving the -financial reason as the second step, it would always state they were sorry to see me go and that my subscription was cancelled. It never was, and I was so frustrated because I wasnt even staying at that house, and also emailed them to cancel - they replied with again how to cancel online. Over the year I realize that they were still charging my account and likely delivering food but this was not a wanted service. I finally had to cancel my debit card just to get it to stop and thats the only way that I got the subscription to stop was canceling the card. After I canceled the card, I tried to attempt to resolve it with them again, and because it was a debit card and not a credit card my bank couldnt refund the amount, and said that I needed to deal with the company or contact you.They have responded to me through email. However, the response was always that now my account is canceled and that I wasnt charged for the amount after my card was canceled. This response was super frustrating and basically going around in a circle because of course it wasnt charged because I had canceled my card. I was looking for and have been looking for the money of the year of meals that was charged to my card, I have asked to speak with the supervisor and, Ive finally given up because there isnt a direct line of anyone that I can call and they only have outbound calls, or respond with an email.Additionally, I am concerned that if this is happening to me, and then if I couldnt cancel, then that this is / has/ going to happen to others. This is a company that has a large marketing budget and substantial subscriber base, and should be held accountable for taking advantage of consumers.

  Customer Answer

  Date: 02/18/2023

  At this time, I have been contacted directly by Sakara Life, Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   Every time I have spoken with them, they have danced around in circles and offered no solutions. Its been incredibly frustrating for a single mom who is working so many hours and was using their service to get time back, and have nutritional meals.
  I told them that I repeatedly cancelled the plan, even going through the two step process, where it says are you sure? Then you have to pick a reason. I could not afford the service anymore, and stated this, then my card continued to get chargedwhen I emailed them that, and that I had to follow the directions online and had gotten a sorry to see you go message each time yet my charged they still responded with here is the way to do it online. I responded that I really would like them to just please cancel my service and then I ended up having to cancel my card a year later just to get it to stop because it was, unfortunately set up on my debit card No one should have to go through this and if they point this out to a company with a large marketing budget and touting health and wellness, its super frustrating that they will respond in circles until a mom with no time or energy gets taken advantage of, and even with seeing the evidence and that I had asked my service to be cancelled still are looking for emails or The conveniently said they didnt have any communication from my past email, and refused to acknowledge or accept responsibility for the service or my evidence to the contrary   This has been a very significant financial burden for me in a year filled with significant financial hardships for my family. I was hoping this company would do the right thing, and RE-examine some of the steps that lead to this, but am also hoping to caution future busy tired hardworking moms against being taken advantage of by this company, hopefully others will speak up (a friend of mine also had a hard time cancelling), and will eventually catch up to this company. Its a real shame, I liked the meals when I could afford them.

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

  Sincerely,

  *************************

  Customer Answer

  Date: 05/10/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Sakara Life, Inc. regarding complaint ID ********. I have received nothing from them since filing the complaint. 
  

  Every other previous attempts, went in circles and did not address the issues at hand. 
  
  Sincerely,
  
  *************************

  
  

• Initial Complaint

  Date:01/10/2023

  Type:Delivery 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 ordered and paid for a 5-Day Level II Detox meal plan on Nov 28, 2022 to begin Jan 9, 2023. I was charged right away and have received a series of emails indicating I was signed up to start today (including a welcome to the first day of your detox email as recent as this morning) and receive my food delivery yesterday. Well, my delivery never showed and despite several attempts at outreach, no one will respond to me. I would like someone to contact me and discuss remediation options. I think you should still send me the delivery and refund me for the inconvenience of messing up the delivery (didn't grocery shop, cleared schedule to do this, etc.). You cannot behind hide behind chic marketing if you cannot deliver the product. Seriously.

  Customer Answer

  Date: 02/02/2023

  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:12/21/2022

  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.

  I joined Sakara on November 21, 2022 and received the first shipment on 11/26/22. I had some issues regarding quality of the products and gave them a chance but ultimately decided to cancel it through the app.The app showed cancelled as the photo indicates. I assumed that it was already taken care but was shocked when I saw another delivery a week later. I emailed immediately and received an email stating they arent responsible for it and they have no reports of glitches despite me reporting it. I cancelled originally on the app 12/12, not 12/19 as theyre stating. That is when I finally went online and figured out I needed to cancel on their website as the app refused to take the cancellation despite showing the attached screenshot. On 12/19/22 I tried again on the app about 4-5 times and each time showed the cancelled screenshot I provided but it would default back to active when I would go back on the account. I feel like a broken record and cannot stress enough I cancelled before the time on 12/12/2022 and on the app. I assumed that was sufficient and shouldnt have to continuously check to ensure it was cancelled. I feel strongly the principle matters at this point and the company may have shady practices in their cancellation process. The app is glitchy- at least it was for me. Im not sure what else to say. Please run an audit on my account and app use and see when I originally tried to cancel. I am not a liar nor am I trying to get free anything. I feel this is unethical. Even if I dont get a refund I want this put out there.I attached my original email to ask for refund and report the glitch, their dismissive response, and a screen shot of the app. If I canceled via website how can I have the app screen shot? Makes zero sense. Why would I waste my time in making this up?Thank you.

• Initial Complaint

  Date:11/28/2022

  Type:Product 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.

  Sakara Life is a meal subscription service that makes it impossible to cancel their product, even their FAQ has purposely given wrong instructions on how to theoretically cancel. They send their product without any warning and claim you must pay because it is "too late" to cancel even though they do not go give you a chance to do so. It is extremely expensive and has no customer service to contact directly, so you're forced to wait for an email response after being charged.After weeks of "skipping" which is my only clear option, I was charged today on 11/24 Thanksgiving for $456.23 and then given no option to speak to anyone because of the holiday. Their policy states changes must be made on Wednesday but they do not alert the customer until THURSDAY so that you cannot make any changes. This is doubly frustrating since this current Thursday is a holiday and they have no support options. I want a full refund and cancellation of the service and I want them to make the cancellation option CLEAR on their site so this doesn't happen to more people.

  Customer Answer

  Date: 11/28/2022

  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:09/29/2022

  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.

  I was so excited to try Sakara Life and adapt to the lifestyle changes that need to be implemented to get the greatest benefits. I got my first delivery (3 meals/day for 5 days at $408) the week of September 29 and dug right in to the first breakfast (Banana Pudding Parfait) and found a hair stuck to the inside of the lid AND a completely moldy strawberry just 1 day after delivery. My dinner that evening was the Thai Burger and I found another hair inside the burger. Already questioning how trustworthy their kitchen could be, I emailed because they needed to be made aware. With a satisfactory response (to paraphrase: oh no! Sorry, this never happens. Here are some credits toward your next order) I skipped the following three weeks due to travel and a processing error on their end instead of outright cancelling my subscription because with so many years of amazing reviews for food that costs 3x my car payment I must have been the only one with a bad experienceright? Fast forward to this week (my second time receiving meals) and as I start eating the **************** Pasta I bite down on a flat and wiry piece of metal. I absolutely cannot make this up. Needless to say, I have very little confidence in their quality assurance, cleanliness and safety measures. I have requested a full refund (NOT credits) for this week and either complete assurance that they will take extreme measures to ensure their meals are handled properly and safe to eat or I will be cancelling my subscription. I believe all of my expectations are reasonable (at a minimum).

• Initial Complaint

  Date:09/16/2022

  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.

  I signed up for the food delivery after receiving a promotion in the mail. I canceled after the first 3 deliveries. I got charged after cancelling so I contacted customer service and they refunded me and stated that my account was still active but assured me that they canceled my Subscription. This happened again the following week. Again I got a refund and customer service emailed me saying my account was canceled. This is now the third week in a row I have been charged after cancelling. This is fraud and I shouldnt have to deal with getting charged every single Week when Ive already canceled. (Multiple times)This is bad business. Ive tried to delete My entire account but clearly if Im still getting charged their system is not functioning properly or they are purposely making it difficult for people to cancel/ delete. Someone needs to investigate this company for fraudulently charging customers after cancellation.

• Initial Complaint

  Date:07/06/2022

  Type:Delivery 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.

  The June 23rd order was never delivered but charged-when I try to track it, it says order received. The problem is their system was down sporadically when the order was placed so they billed us but the order never went through. I have emailed, called and messaged on ********* They do not respond. The order# is #******* for$384.77.********************************* JUNE 23, 2022 Order #******* MEAL PLAN SUBSCRIPTION Delivery week: June 27, 2022 Breakfast, Lunch, Dinner 5 Days QTY: 1 $349.00 (with tax)-seeking refund to credit card.They prebilled without sending the food or responding to any type of communication.