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:04/04/2025

  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.

  Date of the transaction: April 4, 2025 Amount paid: $150.79 for 5 meals intended to serve 4 people Details of the complaint:I placed an order with the business on April 4, 2025, for a total of $150.79. The purchase was for a meal delivery service that was supposed to include 5 meals, each serving 4 people. Upon delivery, the box was found crushed on my doorstep. In addition to the physical damage to the box, the contents inside were warm and visibly damaged, which raised concerns about food safety and quality.I contacted the business immediately and provided them with multiple pictures clearly showing the damaged box and compromised contents. Despite my request for a full refund, the company only issued a partial refund of $80. I have since requested a full refund multiple times, but they have not responded satisfactorily or taken further steps to resolve the issue.Nature of the dispute: - Product arrived in an unacceptable condition (damaged packaging, unsafe food temperature) - Partial refund was issued despite the product being entirely unusable - Repeated full refund requests were ignored or denied Business resolution attempt: The business has only offered a partial refund of $80, despite evidence and repeated requests for a full refund.

  Business Response

  Date: 04/06/2025

  Hi *******, thank you for the feedback provided regarding the issue you reported. After reviewing your case, I can see that after several contacts, you were advised that the issue was reported with pictures after the order was delivered on April 4, 2025. We understand the concerns raised, but we would like to clarify that our compensation policy is based on the value of the affected ingredients, and we are unable to offer replacement items. As per our policy, compensation is calculated by considering the quantity and average market value of the ingredients, along with the inconvenience of sourcing replacements on your own. If the cost of purchasing replacements exceeds the credit provided, you can submit a receipt, and we will reimburse the difference. We sincerely apologize for the inconvenience caused by the damaged packaging and compromised contents, but after reviewing this case and the feedback provided by one of our case managers who attempted to contact you, we are unable to offer further compensation beyond the partial refund issued. Your feedback is valuable to us, and it helps us refine our processes. We appreciate your understanding. All the best!

  Customer Answer

  Date: 04/07/2025

  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: 

  Upon delivery, the box was visibly crushed, and the contents inside were warm, compromised, and clearly unsafe to consume, which I documented thoroughly with multiple photos and shared immediately.
  
  Given that none of the food was usable, a partial refund of $80 does not come close to covering the total loss of the entire ordernot to mention the inconvenience and risk posed by receiving spoiled food.
  
  Dinnerly's response makes it sound as though this is a minor issue of a few damaged items. That is not the case. This was a complete product failure, both in quality and safety. It is unreasonable to apply a piecemeal compensation policy when the entire order was rendered useless due to shipping and temperature control failuresfailures that are entirely the responsibility of Dinnerly and the delivery process.
  
  Additionally, their note that we are unable to offer replacement items is irrelevant in this situation; what I requested, repeatedly, was a full refund. Offering anything less when none of the product was usable is unacceptable.
  
  If Dinnerly cannot ensure the delivery of safe, usable food, then they must take full responsibility when that failure occurs. I am again requesting a full refund of the original $150.79.

  
  Please address this issue seriously and provide the full refund due.
  
  Sincerely,
  
  
  ******* *********
  
  
  
  
   

  
  

  Business Response

  Date: 04/17/2025

  Hi *******, thank you for your message, and I sincerely apologize for the frustration this situation has caused, as well as for the delay in processing your previous refund. After reviewing your case, **** issued a full refund for the amount paid for the box. Please allow up to 7 business days for the refund to be finalized. We appreciate your feedback and the opportunity to address this. If further assistance, please don't hesitate to contact our ************* Team.  All the best.

  Customer Answer

  Date: 04/21/2025

  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:04/04/2025

  Type:Delivery 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.

  When I started placing an order, I was first asked to provide my credit card and shipping information. Only after that was I shown the actual meal options. At that point, I realized the meals weren't prepared, so I chose not to continue and didnt finalize any order. However, the next day I received an email saying my order would be shipped on 4/7, and my credit card will be charged on 4/4. I contacted customer service four days before the scheduled delivery to ask why I was being charged and sent a meal package when I hadn't completed an order. They told me it was too late to cancel the order and that even though my shopping cart was empty, the company would automatically select meals for me based on the preferences I entered earlier in the process.

  Business Response

  Date: 04/04/2025

  Hi! Thanks for reaching out. You can always keep up to date with our current and upcoming meals at ****************************************************************************** signing up or providing any form of payment information. We only ask for the payment information if the customer decides to subscribe. Even by clicking on those options, the payment is only taken on the billing day of your first order, which, in your case, was on 04/04. According to our terms, if you wish to cancel your first order, you must contact our **************** team before the billing date, and since no contact was made prior to the cutoff, the order entered production as expected. For this reason, this order is not eligible for a refund. We apologize for any inconvenience caused and appreciate your understanding. If you need additional support, feel free to reach out to our customer care team. Kind regards.

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair 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 was on website. I was going through the plans and meals and started the set up process. You have to put a payment first, but it says they will not charge you until you check out and are done. But I was like okay. And added ******. I had to go deal with kid and family stuff. I left it open. I figured that was that. I ended up not wanting, didn't finish looking at meals, didn't pick a date, didn't click check out that's for sure. I get a CHARGE. So I immediately go to the website. I try to "log on" to what it would have been, says I don't HAVE an account well DUH. I go and try their customer chat multiple times, NO ONE comes to chat ever. Not to mention I NEVER got an email for CONFIRMATION. I NEVER got a WELCOME email. I never got an EMAIL even confirming the order with an order number etc. Not cool. I emailed them right away. I emailed them on ******. I called my bank and dispute it right away. I get an email YESTERDAY saying my ." box" will be "late". So I send them emails back. I MAGICALLY and SPEEDILY get an email back from a ****** saying it's too late and I should have at the beginning and that I can log in etc. Ignoring my email and EVERYTHING I've said. Just spewing copy paste things. On the first email yesterday, I noticed a phone number . I called it 3 times. It goes "welcome to dinnerly, please hold while I connect you". You get elevator music. After 5 mins it cuts to silence.... then 2 mins of silence it hangs up. EVERYTIME. So how does one fix something "on time" if one can't get a freaking customer service ******** How is it okay to charge a person when they don't even finish the check out or account creation process?? I will fight this hard. I do not have an account order or tracking number. Don't even have an actual account. The money is weird. On ****** it says *****. My bank *****. ****** can't screenshot. My first email can't find. Didn't screen chat attempts. The others calls.

  Business Response

  Date: 04/09/2025

  Hi ******, thanks for your feedback. We are truly sorry for this experience. I see that you have since been in touch with a case manager, who explained as to why all this occurred, but to clarify, as you can always keep up to date with our current and upcoming meals at ****************************************************************************** signing up or providing any form of payment information, you are then advised that "By clicking "Place order & choose meals" or ******* Checkout", I agree to the Terms, the Privacy Policy", at the stage where you add the payment details, so by proceeding, the first order is set in place.
  It is of course possible to cancel your first order as long as you contacted us before its billing day, as stated in our terms & conditions. As that was sadly not done, being the cut-off the day of the account creation due to the first delivery date picked, by the time you reached out, no further actions could have been taken as all ingredients had been purchased for your order by then. As for the total charged, it was indeed the $30.92 on our end, so you better review that with ******. Our sincere apologies for the inconvenience that this has caused you. Feel free to contact our lovely customer care team if you need further assistance. All the best!
  

• Initial Complaint

  Date:03/24/2025

  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.

  Company gives excuses when they fail to delivery to correct address. They refuse ti refund money due to the polices. **************** lies has zero way to contact supervisors. Have to wait for call backs for weeks.

  Business Response

  Date: 03/24/2025

  Hi *****, we appreciate the opportunity to address your concerns regarding your recent order with Dinnerly. Upon reviewing your case, we found that the delivery address for your order scheduled for March 21st was not updated before the 7-day cut-off period. Changes made after this deadline, such as the update on March 15th, do not apply to locked orders. Our team previously advised on this policy and escalated your refund request per your request. A case manager attempted to contact you via phone, and when that was unsuccessful, followed up via email. As outlined in our Terms and Conditions, once an order passes the cut-off, it is finalized for processing and shipment. Because of this, we are unable to issue refunds for orders that were shipped to the address on file at the time of cut-off. This policy is in place to ensure the quality and freshness of our ingredients, which are sourced specifically for each customers order. We sincerely regret any frustration this situation has caused and appreciate your feedback. Should you need any further assistance, we are happy to help ensure a smoother experience in the future. All the best!

• Initial Complaint

  Date:03/12/2025

  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.

  On Tuesday, March 11, I visited a website listing various meal delivery services and selected Dinnerly for its "Best Value" designation. However, I encountered several issues with the ordering and cancellation process that require immediate resolution.Upon signing up, I noticed that essential product details, such as recipes, were only accessible after providing payment information. Once inside, I discovered a limited selection of no-prep meals, prompting me to cancel. According to your payment page, cancellation up to seven days before delivery should prevent charges. However, despite canceling on March 11 for a March 18 order, the system had already processed the order.After canceling, I was surprised to see an order still scheduled at full price ($150). To adjust, I reactivated my account, modified the order to meet the $28 minimum, and canceled againonly to find the original $150 order still active. Additionally, changes to delivery dates and meal selections did not accurately reflect within my account, only appearing when I attempted to cancel.This process has taken significant time and effort, defeating the purpose of a meal delivery service meant to provide convenience. At this point, I do not wish to receive any orders and request immediate cancellation without charges. Please confirm that my subscription has been canceled and that no payments will be processed.I appreciate your prompt assistance in resolving this matter.

  Customer Answer

  Date: 03/14/2025

  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:02/24/2025

  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.

  My account was reactivated after 5 years, information changed, and an order billed to my ****** account without my awareness. I only found out about it when ****** emailes me the charge notification. Dinnerly refused to cancel or refund the fraudulent order. They will not allow me access back into the account that I paid for, nor have they sent a copy of the reactivation email they say was sent but I do not have. I've asked repeatedly for this with no response after a week other than "we're looking into that". **************** has simply repeated the same script in many of the other complaints, even at higher levels after I asked for someone with more authority. I removed the authorization on my end with ****** and filed a dispute. Dinnerly says they have canceled the account, but I have no way to verify that other than their word since I cannot access the account to verify this and did not receive an email, since that information was changed by someone else. They have treated me like I was the one in the wrong from the beginning and have expressed zero sympathy, concern, or any verifiable action to ensure the issue is resolved.

  Business Response

  Date: 02/24/2025

  Hi *******, thank you for the feedback on this. After checking this, we can confirm your complaint has been correctly addressed on our end. Simply having an email account hacked would not excuse the fact that the ownership of the account is yours in case any data is compromised. We also informed you at the time why we would not be able to refund and also escalated this to a supervisor who is currently checking this although these emails are not mandatory as when reactivating, the customer is aware they are actioning this, meaning that is this was someone else, we are unable to take action. Still, a case manager is already checking this internally to be able to come up with an outcome and they will be in touch as soon as possible. All the best!

  Customer Answer

  Date: 02/26/2025

  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:

  [Your Answer Here]

   

   I'm having to go through my credit card company to get resolution. Dinnerly has said there is nothing more they will do. 

   

   

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

  
  Sincerely,
  
  ****** ***
  
  
  
  
   
  

• Initial Complaint

  Date:02/19/2025

  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.

  2/14/25 I went on the dinner lay website to learn about their meal delivery and also the total cost associated with it. In order to find the cost you must enter you debit card number and personal information. After I entered my information and looked at other programs I decided to unsubscribe. My first email confirmed my order (which I didnt actually place). So I went in and cancelled my subscription. I received another email stating my subscription was cancelled. Today, I received an email saying my order would be delivered tomorrows. Thinking this was just an error or an automatic email, I checked my bank account and they charged my card $47.05. I contacted Dinnerly and they told me there was nothing they could do and that I should have cancelled it from the first email I received. I cancelled my subscription six minutes after my order (that I didnt actually place, I just entered my debit card information). I then called Shazam, my debit card company to see if anything could be done. I was told that unfortunately they couldnt do anything but that I would want to either cancel my card or put a temporary hold on it because there was another pending charge from them for $47.05. I would like a refund but more than anything, I would like to report this. I feel like o was scammed. I gave my debit card information just so I could see the cost. Now I have my debit card on hold.

  Business Response

  Date: 02/19/2025

  Hi *****, thank you for sharing your feedback. We are really sorry to learn that you had a poor experience with us. The reason as to why the first order is set in place when you accept it and confirm the account creation and terms, done at the last stage where you add the payment details, is because you don't need to add any information to see the recipes, or even to see the cost of the meals. Both can be easily checked on our website, at ***************************************, and **********************************************, without adding any information at all. This is why all the initial emails are sent, and, on both the help center and the terms and conditions, you can read the following: "If you wish to cancel your first order, you must contact our **************** team. Simply canceling your membership will not result in the automatic cancellation of your first order", hence also why the expert who assisted you was not able to offer compensation, as you reached out the day before the delivery. Please accept our sincere apologies for the inconvenience that this has caused you, and hope that this offered some clarity as to why the charge was processed. Kind regards.

  Customer Answer

  Date: 02/19/2025

  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

  Though their response doesnt resolve my complaint, I realize this is a battle I wont win. It still doesnt explain why there was another pending charge on my account from ********************** that forced me to cancel my debit card.
  I accept responsibility for not reading the terms and conditions but do not agree that I saw the TOTAL amount (including shipping and taxes) before I had to enter my information. The letter said multiple emails were sent however there was only one email sent prior to my cancellation (I checked after my phone conversation with Dinnerly because initially, I didnt see the first one). Your lack of complete transparency is disappointing, but I should have spent additional time reading the fine print.
  I have to accept the fact that I was legally tricked into this order. I definitely have learned some lessons from this experience and will do my best to help others not make the same mistakes. 

   

   

   

   

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

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

• Initial Complaint

  Date:09/03/2024

  Type:Service or Repair 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 signed up for the meal delivery service from Dinnerly. They ship fresh ingredients to make meals at home. I work 3 jobs and go to school so it was very convenient for me. In early July I had a box that got lost in shipping and arrived a day or two later than expected. The food inside was spoiled due to the 100+ degree temperatures and it being late. I took photos proving the meats were above a safe temperature and emailed the company. When I didnt hear back I opened a ****** claim. ****** agreed the food was spoiled but fresh food isnt covered under there guarantee. I closed the ****** claim and again contacted the company. They asked for proof the ****** claim was closed and I sent a screenshot. They said they would process the refund. Several weeks later they tell me that they wont process a refund because the ****** claim is open, when it in fact is not. They have the screenshot to prove it. Not to mention it shouldnt matter one way or the other. Im owed a refund as the late delivery was no fault of my own and in fact the shipping service they choose to do business with.

  Business Response

  Date: 09/06/2024

  Hi *****, thanks for reaching out. Upon reviewing the order for 07/23, we can confirm that a refund of $73.38 was issued. When the refund was first requested, the transaction couldn't be completed as the dispute was still coming up as open on our side. After we received your confirmation, the refund was submitted and completed. If you haven't received it yet, please allow up to 7 working days for the funds to post. As always, feel free to reach out if you need further assistance. All the best! 

• Initial Complaint

  Date:07/18/2024

  Type:Service or Repair 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 started ordering Dinnerly 3 weeks ago. I received my first box on July 3rd with no issues. I was set to receive my next box on July 10th. The box was never received. I did not get tracking or a delivery notice. I figured it had something to do with the hurricane that was in the area, but did not get any notice that it would not be delivered. I sent in a complaint and was told I would get a refund. I never received that refund. I did cancel my account but I wasn't able to before the next box was set to be sent, which is fine. Today, the 17th, it said it was delivered but no box was outside. I followed the tracking link and it was sent to an address that is years old. When I contacted their support number, I was told that they would not refund my money for either box and refused to admit any fault on their part for sending it to a prior address. I did change my address as I did receive a box at my address. All I would like is a refund for both boxes which totals: $229.14. I did set up to pay through PayPal. I will include a picture. It is paid to MMM consumer brands.

  Business Response

  Date: 07/18/2024

  Hello ********, thank you for reaching out to ** and bringing this issue to our attention. I sincerely apologize for the inconvenience you have experienced with your recent Dinnerly orders.
  Upon reviewing your account, I noticed that another address was added, but it was not set as the default for subsequent orders. As a result, the boxes scheduled for delivery on July 10th and July 17th were sent to the previously default address on your account. Unfortunately, without the updated address being set as default, our system would not have recognized the change for future deliveries.
  I understand how frustrating this situation must be, especially when you expected your boxes to arrive at your current address. To address the issue of the missed deliveries, I can confirm that our automatic system provided a credit of $112.38 as a gesture of goodwill for the inconvenience caused. This credit is available on your Dinnerly account and does not have an expiration date, so you can use it for any future orders at your convenience.
  However, because the boxes were delivered to the address listed as default on your account at the time, we are unable to process a refund directly to your bank account. 
  We sincerely apologize for the inconvenience this may cause you. If we can offer assistance in any other matter, please feel free to reach out to us directly by phone at ************ email ****************************** or through our chat function. We value your feedback and are committed to improving our services. All the best.

  Customer Answer

  Date: 07/24/2024

  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:

  I do not want to continue to use this service or their "credit." Dinnerly giving me a credit does not absolve the mistake made on their end. I changed my address, therefore subsequent deliveries should have been made to that address. There was even the week that I never received a notice of delivery - it simply wasn't delivered to either address. I do not want a credit for something that was not my mistake, but the company's. In a time where groceries are at an all time high, this is a very disappointing outcome. I do hope this stays on their record to warn possible future customers to avoid **********************. 

   

   

   

   

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

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

  Business Response

  Date: 07/25/2024

  Hello ********, I appreciate you bringing this matter to our attention, and I'm sorry to hear about the inconvenience you experienced with your delivery. Upon reviewing your account, I noticed that the box was delivered to the address set as default in your profile. While you do have a secondary address listed, it was not marked as the default delivery address. Unfortunately, without this setting, our system uses the default address for deliveries. As a gesture of goodwill, our team has credited your account to acknowledge the inconvenience you've faced. Since the delivery was made to the address specified in your account settings, we cannot issue a refund. However, the credit provided can be used towards future orders. If you have any further questions or need assistance in updating your delivery address settings, please don't hesitate to contact us via phone at ************, chat, or email at ****************************** Were here to help. Thank you for your understanding and patience. All the best!

  Customer Answer

  Date: 07/30/2024

  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:

  I believe this is the second response I've received that is basically the exact same and it still does not give a satisfactory result. As previously stated, I will not continue doing business with Dinnerly and do not wish to receive a credit. I have no more to say on the matter unless a refund is issued. 

   

   

   

   

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

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

• Initial Complaint

  Date:06/24/2024

  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.

  I tried to cancel my subscription multiple times after receiving subpar ingredients, and insanely small portion. Apparently, my cancelation was unsuccessful and they sent me another box, EVEN THOUGH I LITERALLY CANCELED MY CREDIT CARD, and then they sent me a bill for the box, that I didnt want in the first place.

  Business Response

  Date: 06/24/2024

  Hello ******, thank you for reaching out and sharing your concerns.

  We sincerely apologize for any inconvenience this situation may have caused you.

  After thoroughly reviewing your account, we confirmed that our case manager spoke with you regarding the cancellation of your account after the cutoff period. As outlined in our Terms and Conditions, changes must be made before the cutoff to take effect for the next order cycle. Additionally, our policy states that orders may still be processed even if the initial payment fails, with the payment collected at a later time (****************************************).

  We understand that this may be frustrating, and we truly value your feedback as it helps us improve our services. If you have any further questions or need additional assistance, please don't hesitate to reach out to us directly by phone at ************, via email at ****************************** or through our chat function.

  Best regards!