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:04/29/2025

  Type:Service or Repair 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 a delivery for March 13th. I never received this order. I tried calling Marley spoon and emailing their customer service with no response. I opened a dispute with my bank. After a week or two, they contacted me. They told me to cancel the dispute with my bank so they can issue a refund so I did. Now it has been over a month with no refund. They told me my bank has not closed the dispute. I sent them an email confirmation from my bank confirming the dispute was closed. They are claiming they need a response from my bank in order to refund me after promising if I close the dispute, I would get my refund. I contacted my bank and they cannot reopen the dispute because it was over 30 days ago. I am requesting a refund and Marley spoon will not issue it as promised making up excused to holding my money.

  Customer Answer

  Date: 05/07/2025

  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:02/10/2025

  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.

  Ordered meals from Marley Spoon. It was supposed to be delivered mid day Saturday, February 8th. It was not received and Marley Spoon never alerted me it was delayed. I received an email from *************** it was delayed and would be delivered the next day. This is perishable food and I did not receive it until around 8pm on Sunday February 9th. (24 hours later) When I opened box the ice bags were warm and food spoiled. I have attempted to contact Marley Spoon to get a refund and they never respond,. I called them today. February 10th and held awhile and I was told they would call me back. They never did. I want my refund.

  Business Response

  Date: 02/11/2025

  Hi *****. Thank you for your feedback. I'm really sorry that you didn't receive your box in time. After reviewing our records I see that we have already replied to your complaint and a refund was already processed. In case you need any further assistance about this matter, please reply to our email and we will be more than happy to help you. Best regards, Marley Spoon Team. 

  Customer Answer

  Date: 02/12/2025

  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.

  However, they only refunded $23 and total amount was $35.
  
  Sincerely,
  
  ***** ******
  
  
  
   
  
  

• Initial Complaint

  Date:01/30/2025

  Type:Billing 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 a free box. Paid shipping for it. I cancelled my account maybe a day later. Then the next week I got another charge from the company. They stated I had another account with an email address that was not mine. I told them I knew nothing of that account. The customer service *** argued back and forth with me. They confirmed my account was cancelled. I told him to cancel this other account attached to my card as well. This idiot told me it was cancelled. On a recorded line. I told him I would be taking it up with my credit card company as well. Wouldnt you know Ive received 3 additional charges from this scam of a company. I didnt not authorize these charges and I revoked authorization of my card they somehow keep charging. Yet 3 weeks later and theyre still charging me. *******

  Business Response

  Date: 01/31/2025

  
  Hi ******, thanks for reaching out! I can see you created two accounts under ************************ and ************************** Upon investigation, the account under ************************* was still active, which explains why you still being charged. It is our customer's responsibility to manage their multiple accounts. I can see a colleague of mine has already cancelled this subscription under ************************* to prevent future orders. Also, refunded two charges of $50.38 and $56.78, corresponding to the 01/28 and 02/04 orders. The previous orders originated from this account were placed accordingly, as the membership was still active prior to your contact. Therefore, the orders from 01/14 and 01/21 aren't eligible for a refund. All the best.

  Customer Answer

  Date: 02/01/2025

  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:01/09/2025

  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.

  Sadly, I had high hopes for this meal delivery service, but it has been a nightmare since signing up. I was charged ***** for our first box, which we never received. After speaking to customer service, I was given a credit of approximately $177. I was told our 2nd box would not be charged, and the credit would cover the box with a remaining $30 credit. I did in fact get charged for the 2nd box in the amount of $141.46. I spoke to customer service again who insisted I had not been charged, but I have sent them a screenshot showing that I did get charged. I expect a full refund of the $141.46 to my credit card (NOT a credit as I am canceling our subscription). At this time the app still shows the first box in limbo and now the second box has not shipped and was due to be delivered tomorrow. My experience dealing with the Marley Spoon customer service leaves things unresolved and or no response. The communication and response to issues is poor. Please refund my credit card $141.46 immediately. If we do not receive the second box tomorrow, I expect a refund of the $***** as well. This company should not be in business with their response to customer service inquiries and support!

  Business Response

  Date: 01/09/2025

  Hi ********,
  Thank you for sharing your feedback regarding your deliveries. We sincerely apologize for any inconvenience you may have experienced.
  After reviewing your case, I can confirm that the second charge was refunded on January 7th, the same day you received your second order. As mentioned in our previous email, refunds may take up to 7 business days to reflect in your account.
  It seems that both issues you reported have been fully resolved on our end. However, if you have any further concerns, please dont hesitate to reach out to our customer service team. Were here to help and ensure everything is sorted out to your satisfaction.
  Thank you for your patience and understanding.
  All the best,

  Customer Answer

  Date: 01/23/2025

  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. While Marley Spoon stated that a refund was issued on the 7th, it has now been 9 days and there has been no refund issued. I contacted my bank and disputed the charge on the 7th and was given a provisional credit by them. Marley Spoon should not be in business- after reading so many of the same complaints that I have experienced with their lack of customer service and poor packaging of products, they are a rip off! We received 1 box and a 2 year old could have packaged it better. So glad we have canceled and have gone back to Home Chef, of which we have already received 1 beautiful packaged meal ON time.
   
  Their resolution was not satisfactory in my opinion. I am however satisfied that I received the provisional refund from my bank.
  
  Sincerely,
  
  ******** ****
  
  
  
   
  
  

• Initial Complaint

  Date:01/09/2025

  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 paid for a meal delivery service that keeps delivering my meal box to the wrong place or not at all. Multiple times theyve delivered my box somewhere else. This last time I was not able to locate my box. I should not have to search around the neighborhood looking for my box. It was not delivered to my house. Despite looking through 20 different apartment doors at a completely different address I never got my box. I just want a refund or replacement for what I paid for and did not get. They have not been helpful at resolving this issue at all. Ive contacted them multiple times and they are refusing to provide what was paid for. I have attached a photo of my front door. I can provide my driveway as well. At the end near the mailbox is the 252 it is setup like townhomes the two adjacent doors say 216 and etc and are identical to mine (white double doors) several times my package is being left at a different street not *******************, not my doors or the doors attached to 252.

  Business Response

  Date: 01/09/2025

  Hi ******,
  Thank you so much for sharing your feedback with us. I truly apologize if it felt like your concern wasnt fully resolved thats certainly not the experience we aim to provide.
  After reviewing the situation, we found that several emails were sent regarding your case, including one where we kindly requested a picture of your delivery. Additionally, the proof of delivery does indicate that the box was delivered to the door number provided.
  Its worth noting that we didnt receive a report about this box within our 7-day policy outlined in our terms and conditions. However, we absolutely understand that situations can sometimes get complicated or overlooked.
  Please dont hesitate to reach out to our customer service team again so we can further investigate and work towards a resolution promptly. Your satisfaction is important to us, and we want to ensure this is addressed for you.
  Thank you for your patience and understanding. Wishing you all the best!

• Initial Complaint

  Date:11/21/2024

  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.

  This is by far the worst delivery company out there. My experience with them is horrible. I would never recommend them to anyone. I received my first shipment on the 15th of November and was told that the cut off date was the 14th of November to make any changes to the next auto shipment. They refused to credit or refund for the auto shipment for the next box. It contains meals that I was forced to pay for that I dont like, did not order and will not eat. ******** customer service. They denied any accountability for their unacceptable and unreasonable cut off date. Thank you,**** *****

  Business Response

  Date: 11/22/2024

  Hi ****, thanks for your feedback, and sorry for the poor experience. I can see we have already emailed you with all the details and how the cutoff works, which can also be found in the terms of the service, that is available on our website. Also, your order for 11/20 has already been cancelled and refunded. Please allow up to 7 business days for the amount of $55.78 to post it into your account. All the best.
  

• Initial Complaint

  Date:11/11/2024

  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 was curious to see the menu of this online meal delivery company. In order to do so they require you put your credit card number and open an account. After viewing the dinners offered I imediatly close my account. But ocording to customer service, by agreeing to their terms and conditions, contiuing on the web site, I could not cancel my order. I feel that it is decieving to require anyone who just want to see what is offered be forced to pay for something they do not want. I would have picked other dinners but was sent their picks that was automaticly picked. After contacting customer service they refused to refund my money.

  Business Response

  Date: 11/11/2024

  Hello ********, thank you for sharing your feedback, and I sincerely apologize for the frustration this situation has caused. I understand your concern, and I want to clarify that our menu is always available for viewing without the need to enter any personal information. You can find it directly at *****************************************************************, and details on plans and pricing are available at ************************************************************************.
  Regarding the order, Im sorry for any confusion. It is indeed possible to skip your first order if we are contacted before the cutoff period. I understand how this can be frustrating, and we do our best to ensure a smooth experience for our customers. As always, feel free to reach out if you need further assistance. All the best! 

  Customer Answer

  Date: 11/13/2024

  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:

  It is still a deceptive practice. You have my money and I have food I did not pick or order. Not being familiar with the process and just following along what the web site showed me. I was deceived. Will be letting all my friends know my displeasure with your companies deceptive policies.

   

   

   

   

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

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

  Business Response

  Date: 11/14/2024

  Hi ********, thank you for your feedback. By no means is it our mission to send out an unwanted box or to mislead our potential and existing customers, which is why you can always keep up to date with our current and upcoming meals at ****************************************************************************** signing up or providing any form of payment information. When you go ahead and create an account, upon adding the last details, you are then confirming to indeed want to set up the account and have an order created, and, as explained in the help center articles and the terms and conditions, "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". If you do still require assistance or clarification on any details, you are more than welcome to reach out to our lovely customer care team, who will be happy to assist you. Thanks in advance, and apologies for any inconvenience this experience might have caused you.

  Customer Answer

  Date: 11/15/2024

  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:

  [Your Answer Here]

   They still are not adressing the issue and other customers should be made aware of their deception.

   

   

   

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

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

• Initial Complaint

  Date:06/13/2024

  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.

  We ordered a Marley Spoon meal subscription service. Our 1st delivery of 4 meals / 9 portions went well. We decided we liked it so much we would add an extra meal. Our order was 5 meals / 10 portions. You can look at my photo. The top 1/2 shows our cart with 5 meals. The bottom half shows our pricing breakdown where we are clearly being charged with 7 meals. We have been back and forth in an email chain as well as multiple phone calls with Marley Spoon where they keep saying "you ordered 5 meals", and completely refusing to even acknowledge we were charged for 7 meals. They are repeatedly just saying we have 5 meals and even went as far as to name each of the specific 5 miles. **** simultaneously refusing to tell me why we were charged for 7 meals. They refuse to refund the 2 meals we were charged for but never asked for, nor received. They basically took money straight from my account without permission and are refusing to return it. I've been asking for the 2 meals to be refunded. After the hassle with customer service and having to resort to a BBB report I believe they should just refund the entire $90 for our 2nd delivery, especially since they refuse to even give us a price break down.

  Business Response

  Date: 06/13/2024

   Hi ***** and June. Thank you for providing your feedback and the photo. We are sorry for the experience you had but, upon verification, it seems that a customer communications expert already reached out and provided an invoice for the charge, showing that it was indeed correct. Although the 7 meals that were showing on the price breakdown in your phone were indeed an error, despite the correct number showing in the background, as seen in the photo you shared, our systems team will be looking into why it showed such visual error. As always, feel free to reach out if you need further assistance. All the best!

• Initial Complaint

  Date:05/28/2024

  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 had subscribed to ***************************** Marley spoon last fall and decided to cancel my subscription in December. Apparently it was only put on pause which I was unaware of. It reactivated May 20 while I was out of town and a box was delivered and left outside for 24 hours. When I came back home and found the box I called them to let them know this is not anything that I had ordered. They informed me that since the account was only put on pause & then reactivated on the selected date that there was nothing they could do. They then when on to state that they had sent me emails a few days prior. Unfortunately, I was out of town and so never had a chance to read these emails. But it should also be noted that I had been inundated by their emails since I canceled my account in December. I had to throw the box out since it had been sitting outside for 24 hours. I never confirmed this order and do not think I should be charged. But of even more concern is the fact that when I tried to talk to headquarters about this, I was informed that there is no phone number to reach headquarters. When I googled headquarters, the address came up in ********, ******** without a phone number. At that point, I did a reverse address look up and found out that it is a single occupancy residency that is currently vacant. I am wondering why a multinational corporation has a one bedroom address without a phone number in *************. And when you call customer service you are told that the case manager has the final say on any issue. These facts are more of a concern to me than getting my $63 back. I would like to get refunded because I cant afford to throw that money out, but I do want to make sure that this is an ethically run company that is not engaging in an illegal practices.I have included a screenshot of my attempt to find their phone number and the information stating that there was no owners associated with this address.

  Business Response

  Date: 05/28/2024

  Hi ****, we're sorry for the issue you encountered with our service. As previously advised, and as stated in your review, your account was on hold from December 26th, 2023 until May 20th, 2024, when it automatically reactivated, as this was the date you chose when performing this change. Since we were never notified that you wanted to cancel the order in progress within the deadline for modifications, which in your case is 6 days before the delivery date, it is not possible to offer a refund for the amount paid for it. Our terms and conditions also state the following information: 
  
  Section 3.2: "You can skip or make changes to your order up until the cutoff time for that order. The cutoff time for your order is dependent on the zip code of your delivery address and it may be up to 6 or 7 days before the date of delivery. The hour of the cutoff time is 11:59 pm in the time zone in which you are located."
  
  Section 3.4: "Cancellation or pausing of your membership after the required cutoff time will result in a full charge for unskipped orders."
  
  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.

• Initial Complaint

  Date:05/20/2024

  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 ordered a food delivery box from Marley Spoon for $177 for 4 meals, for 4 people. Upon arrival, I discovered that 4 packages of marinara (from 2 meals) had exploded in the box. The box was a mess, with sauce covering everything and I had no marinara which was the main ingredient in 2 of my meals. I immediately contacted them and they offered me $5 compensation for the two meals I could no longer eat, and for the complete and utter mess of a box I received. This wasn't a shipping issue, the box was in perfect condition. This was a quality control issue as the marinara was in bags, which all busted at the seams. I followed up as I was not satisfied with the $5 credit and they offered no further compensation. I canceled my plan, but would like a full refund of my last box.

  Business Response

  Date: 05/20/2024

  Hello ******, thank you for bringing this issue to our attention, and we apologize for the inconvenience you experienced with your recent order. Upon reviewing your account history, we verified that a customer service agent had already processed extra compensation for the inconvenience caused by the damaged marinara packages. We understand your frustration with the situation, and we genuinely regret that it affected your experience with our service. Our quality control team has been informed about this incident to prevent similar issues in the future. If you have any further questions or concerns, please feel free to reach out to us directly by phone at ************, email ********************************** or chat function. We value your feedback and are committed to improving our services. Best regards!

  Customer Answer

  Date: 05/22/2024

  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:

  [Your Answer Here]

  Five dollars is not appropriate compensation and your company should be ashamed of themselves for not having a quality product and quality packaging. I paid $177 dollars for a box covered in Marinara and two meals missing the main ingredient and your resolution is $5?? Make it make sense. 

   

   

   

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

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

  Business Response

  Date: 06/12/2024

  Hi ******, thanks for your feedback. We're sorry that you were not content with the compensation provided for the marinara sauces that were damaged in your box. With further investigation, we can see that you were refunded for one of the meal's sauce, and we have issued an additional $5 refund, as all 4 packs of the marinara were damaged. Please allow up to 7 business days for the funds to be available in your payment source. Here at Marley Spoon, we compensate customers for mishaps with their boxes on an ingredient basis. This is because we are unable to send replacement ingredients, so the customer might have to acquire the ingredients affected. Please know that we do take into consideration the ingredients quantity and their average market value, plus the inconvenience of having to procure any ingredient oneself. We do understand your disappointment and we really appreciate your feedback. Rest assured, your comments have been passed on to our internal teams for evaluation, as we are always looking to improve our processes. Regarding further compensation, we can see that you were also credited a goodwill gesture further of $35. This will be available for you to discount off of your next order, should you decide to give us another chance in the future. If we can help with anything else, don't hesitate to reach out to our customer care team. Kind regards.