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:12/02/2024

  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 Tovala oven before reading the reviews on BBB. I've tried contacting them to cancel it. Haven't received ANYTHING BACK from them. I just want it cancelled.

  Business Response

  Date: 12/04/2024

  Hello *******

  We are so sorry to hear that you are no longer interested in our oven and meal service as well as to hear about the experience of any frustration you may have had with this issue.

  I see that you reached out to us on Saturday(11/30) morning to ask that we cancel your oven order. It looks like we got back to you Tuesday (12/3) afternoon to let you know we weren't able to cancel your oven order but that we had started the return process to include canceling your meal plan to prevent unwanted meal orders. Apologies for the delay in our initial response; we do typically operate with faster response times, however, we are experiencing higher than usual volumes due to the holidays.

  We completed the return process Wednesday 12/4, to include sending over a return label and instructions for getting the oven back to us once it arrives. For your convenience, I am including the same information and label here-

  Please find attached your ***** return shipping label. When you add this to your box, please make sure that any other labels are removed. We ask that you return the oven within two weeks of receiving your oven to get a full refund, please let us know if you are unable to meet this deadline. When your oven arrives and is checked in at our facility, you will receive the refund back to your original payment method within 7-10 business days.

  We want to thank you for considering Tovala.

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22628084
  
  I am rejecting this response because:
  I have not received the label yet. Will update you when I receive it 
  Sincerely,
  
  ******* *****

  Business Response

  Date: 12/04/2024

  Hello *******

  It looks like you responded to our email containing the return label to thank us. I am re-attaching it here just in case.

  Please let us know if further assistance is required.

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22628084
  
  I am rejecting this response because: I have not received ANYTHING yet
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 01/28/2025

  The oven and meal order was cancelled within 48 hours, and full reimbursement was processed. Ticket was closed with no further action needed.

  
  

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22628084
  
  I am rejecting this response because:
  

  I have never received any refund 

   
  Sincerely,
  
  ******* *****

  Business Response

  Date: 02/02/2025

  Hello *******

  It looks like we refunded you for the $10.59 you paid for the oven on 12/18/2024. The funds should have been available within 3-5 business days depending on your bank. I am including a screenshot of your refund receipt. 

  Please contact your bank for further assistance.

   

  Customer Answer

  Date: 02/03/2025

   
  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.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:10/01/2024

  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.

  I am filing this complaint against Tavola regarding a series of unresolved issues with their products and service. I initially had a positive experience with their food, but over the last two weeks, their service has severely declined, and despite multiple attempts to reach out for resolution, I have been completely ignored. Issues:My last two deliveries from ****** were extremely late. Most recently, the package arrived with the box open, and the contents looked as if they had been tampered with. This delay caused the food to spoil, which is unacceptable, especially for perishable items.The products in the latest delivery were in poor condition. The chicken appeared much smaller than what I had previously received, and the spoiled food was unusable. I have taken photos and videos to document this.I have made several attempts to contact Tavola through phone, text, and email, but I have received no response. When I checked the status of my complaints on their website, I was shocked to see that they were falsely marked as resolved. No one from the company has reached out to address these issues.I have repeatedly asked Tavola to hold or cancel my orders, but these requests have been ignored as well. I find this level of customer service unacceptable, especially for a company I am paying to deliver fresh food on time.I have a box full of spoiled food due to their delayed delivery, and it has been an incredibly frustrating experience trying to get any form of resolution. The sad part is, their food was enjoyable during the initial two weeks when I had no issues. However, the past two weeks have been a nightmare, and I now have no faith in their ability to provide a reliable service.I am seeking the following resolutions:- A full refund for the spoiled food from my last delivery.- Confirmation that my subscription has been canceled.- Assurance that no further charges will be made to my account.***** Burch ******* ************ **********************

  Business Response

  Date: 10/09/2024

  Hi Paula, 

  We have received your complaint and understand that your experience with Tovala hasn’t been ideal. I sincerely apologize for the inconvenience and issues you've encountered. I’d be happy to review your account and information to help resolve this matter.

  After reviewing your communications, I can confirm that you reached out six times between September 30th - October 1st. Because of the multiple contacts regarding the same issue, the tickets were merged, which may have contributed to the delayed response. Additionally, we were experiencing a high volume of tickets at that time, which impacted our response times.

  On October 2nd, our customer support team responded to assist you. The agent issued a refund for your 9/27 order due to the box being opened. Additionally, as you requested, we canceled your meal plan as of October 2nd, with your final delivery scheduled for 10/4, and provided a shipping label for returning the oven. We are currently awaiting the return of the oven to process the refund for its purchase.

  We apologize again for the delayed response and the negative experience with your 9/27 meal delivery. If you’d like to resume your meal plan, please let us know, and I’d be happy to explore options for you.
  

  
  

  Customer Answer

  Date: 10/16/2024

  Better Business Bureau:
  
  
  
  This matter has been resolved. The company did reach out to me and refunded the expense for the spoiled item. I am satisfied with their resolve.

  
  Sincerely,
  
  
  
  Paula Burch

• Initial Complaint

  Date:09/20/2024

  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.

  My Cash credit should have been a balance of $***** (this was from a credit issued from the September 5th shipment issue). On the September 11th shipment I paid $101.90 out of pocket and no credit was applied to this shipment. This should still leave me with a credit still of $***** from the previous week (September 5th). The September 17th shipment also was a damaged shipment which I paid out of pocket $33.90, then adding in what should have been a balance of ***** credit would leave me with a total credit of $108.83 Tovala reduced the credit amount to a total of $33.90 ommiting the $***** credit. I canceled the service due to the discrepancy in credit and the inability to reach a conclusion with the customer service representative (even after several attempts to explain). The $***** in effect was stolen from me without goods or services received.I had been a loyal customer of theirs for over two years and this outcome after all that time is very surprising.

  Business Response

  Date: 09/24/2024

  Hi ****, 

  
  We have received your BBB complaint and will thoroughly investigate the matter to ensure it is properly addressed.

  
  We understand your concerns regarding the credits applied to your account and their use towards orders. Upon reviewing your account, I can confirm that on 9/7, you were issued $75 in credit due to a report of melted ice packs. This credit was applied to your 9/18 delivery, leaving a remaining balance of $33.90, which you were charged. Id like to clarify that no credits were applied to your 9/11 order because the credit was not applied to your account until 9/11.

  
  On 9/20, you reported that the order arrived damaged, and the $33.90 charge was refunded, with $44.04 in credit applied. I have now added $44.04 in Tovala Cash credit to your account. If you would prefer a refund instead of the credit, please note that the refund process may take additional time, as I will need to submit a request for the credit to be refunded.

  
  We sincerely apologize for the confusion and inconvenience this has caused. I will share your feedback to help prevent this issue from happening in the future.
  

  
  

• Initial Complaint

  Date:05/14/2024

  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 purchased a Tovala oven in late March, 2023. 23rd or 24th. End of march, beginning of April, the oven failed. I reached out to the vendor and they refused to replace the oven

  Business Response

  Date: 06/04/2024

  The customer purchased our oven on March 29th, 2023.  The product has a 1 year warranty which is clearly communicated in the terms and conditions at time of purchase.  The customer first contacted us about problems with his oven on May 8th, 2024, cleanly outside the warranty period.  I would further note that the customer purchased the oven on promotion for $9.99 (when committing to 6 orders of Tovala meals).  Our customer service team did offer for the customer to purchased a new oven at a price of $69 with a commitment of 6 more meal orders.  I have attached our terms and conditions, proof of purchase date and the recent communication between the customer our and customer service team.

  Thank you,

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

   

  Customer Answer

  Date: 06/08/2024

   
  Complaint: 21710992
  
  I am rejecting this response because:
  While the statements made by Tovala are factual, the oven did sit for 1.5 months before I made the request.  Thats on me, 100%.  However, regardless of what I spent on the oven or their offer to replace for a fee, ANY fee, is insulting the fact that they would not stand behind their product is ridiculous.  There is absolutely nothing that Tovala can do to change my opinion at this point and I will continue to spread the word on every, single solitary online outlet that will take my opinion.  Tovala and everyone who works there are a dumpster fire
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/26/2024

  see attachment

• Initial Complaint

  Date:03/12/2024

  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.

  A cockroach in the chicken cken package sent to me

  Business Response

  Date: 04/05/2024

  Hello,

  I apologize for the delayed response.  Our team investigated the photos provided and believe the black spot is a vein, not a cockroach.  The customer did contact our support team directly and we provided the same feedback.  We also credited the meal as he seemed unwilling to eat it.  If he still has the product, he can send it to us for further investigation.

  Thank you,

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

• Initial Complaint

  Date:02/06/2024

  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.

  I went to check out ******'s meal plan and I chose some meals thinking that was all I was ordering to try out. Before I knew it they sent me their smart oven and charged me for it. I got the oven after telling them I wanted to cancel their service and return their oven. They said they would send me a return label to take to ***** to return.For some reason, they are not able to send me the return label and still charged me $74.54. Meanwhile, the smart oven is not wanted and is taking up valuable space in my car. I need to return it and make sure they are not just trying to make me keep it and pay for it. They have misled me by telling me an email is on the way with the return instructions, several times, which I have not yet received. They are not able to help me to return this oven as they promised and I need to get rid of it asap. I find this strange and suspicious behavior for a company that considers itself legitimate.

  Business Response

  Date: 03/25/2024

  Hi, Attached is the response to ***: 21254146. 

• Initial Complaint

  Date:01/07/2024

  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 began this service almost six months ago. I have multiple health and dietary issues which I clearly stated at the start of service. Then was not getting the weekly emails to pick my own meals. There is no customer service responding. Then I was hospitalized and two weeks of boxes rotted on my door step. When I got home the food they picked, now no good was spicy, shrimp, *****, and mushrooms all of which cause anaphylactic shock for me thru the delivery service someone finally responded telling me I was getting a credit which I could see online and service would stop. I just got out of hospital again with an order that sat three days. No meat was packed with meals that said included meat and more allergens. I want my entire service refunded and finally stopped. Its been at least three months maybe more. I cannot access account on line, get a contact to call. Im a cardiac patient. I can not afford to throw away 120/week for food I cant eat. The side things like spinach or cauliflower are dead when they arrive and pork was rancid. CC company said you could help. Thank you

  Business Response

  Date: 07/26/2024

  See attachment. 

• Initial Complaint

  Date:12/07/2023

  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.

  My information was improperly shared with this company. They send me advertisements despite having no interaction with them previously. This means they have likely further shared/sold/leased/rented/etc my information to other parties without my consent. I wish for them to cease and desist all communications, remove any and all information on me (except as required to execute this request), and revoke any and all information which may have been transferred by any means to any other entity.

  Business Response

  Date: 12/08/2023

  Hi *****,
  I have added you to our Do Not Mail list.    We have no personally identifiable information for you in our system.  My apologies for seeing advertisements that you do not want.   Since none of the data used for the advertisements is tied to your personal information, we cannot block it from our side.   Most online ads have a way of saying you do not like the ad.  I would recommend using that function to reduce the ads you do not want to see.  

  Customer Answer

  Date: 12/08/2023

   
  Complaint: 20976370
  
  I am rejecting this response because: this complaint involves postal mailings and NOT online advertisements.  These postal mailings had my full name and address on them, which means they, or a third party advertising entity acting on their behalf, had/has my information.  Once I have confirmation that any and all entities associated with this company who were the origin of my PII have removed it, I will consider this accepted.  Otherwise, the primary complaint stands in that my information was improperly accessed and used in a marketing campaign, despite no interactions with this company.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/11/2023

  Hi *****,
  
  We appreciate you reaching out. Regarding this issue, it looks like we've already addressed this matter on 12/8/23. It was communicated that you were put on a "do not contact" list & no personal information of yours have been identified in our system. We apologies for the inconvenience.
  

  Customer Answer

  Date: 12/11/2023

   
  Complaint: 20976370
  
  I am rejecting this response because:  I received a physical advertisement which was mailed specifically to me (my name and my address), which means that my information is/was with your company or one of its affiliates.  My last communication from your company was a statement that you were going to try and find out who had my information (i.e. third party advertising agency hired by your company) and used it in the advertising campaign.  I am still awaiting a response from that.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/07/2023

  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 ordered a food delivery service from Tovala and they did not deliver the food that I paid for. Furthermore, after checking with the shipper, I was told by shipper that shipment was lost and I needed to contact Tovala. Tovala is unreachable. I emailed customer support with no response. I tried to find a phone number but no number could be found. I also tried online chat but their customer support chat does not work. There's no way to reach them, AT ALL. Also, on their app, their is no way for me to remove my bank account information so now, after not responding to my issue, they have my bank account held hostage. Very very frustrating.

  Business Response

  Date: 12/11/2023

  Hi ***,
  
  Thank you so much for reaching out to us.
  
  After further review of your complaint. It looks like you spoke with an agent by phone on 12/7/23 regarding your delivery issue. It looks like you were credited Tovala cash that would go towards your next order. As far as the carrier of your order, Axlehire is not your only option for delivery. We are happy to help you switch to another carrier option that will service you better. We will have someone reach out to you to provide you with options. We appreciate your business. 

• Initial Complaint

  Date:09/12/2023

  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.

  On Tovala website it states meals start at ****. When you pick your meals it does not give you the price. All my meals total ***** for 4 meals. That works out to ***** a meal. I contacted support on 9/12/23 about the issue. They said the meals are *****

  Business Response

  Date: 09/13/2023

  Hi ******,
  
  We apologize that you had to reach out to the BBB regarding your issue. After further review of your inquiry, we see that you were given the incorrect information from the agent regarding meals. On our website (tovala.com), under our menu section, it does specify that we do have servings that start at $9.99 per serving. We do offer single and two-serving meals, with most meals being single serving and cost $12.99. 
  
  We have taken accountability and have addressed the agent with regards to the initial information that was given & how it was presented which made it confusing for you as the customer to make sure that this does not happen again moving forward. We appreciate your business with us as a customer & hope this continues to be a long-time partnership. Please do not hesitate to contact us if you have any additional questions. 
  

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20594345
  
  I am rejecting this response because: I am requesting a full refund. I was refunded for the meal and was told my account was cancelled. I was charged again today. I just chatted in and they are supposed to be refunding todays charge. I am still waiting for the pre paid shipping label for the toaster so I can get a refund on the toaster as well. Once ALL refunds are in my bank account I will accept the resolution and close this complaint
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/14/2023

  Hi,
  
  We will take a look into your account to see about the necessary refunds. Thank you.

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20594345
  
  I am rejecting this response because: All moneys have not been refunded
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/22/2023

  Hi ******,
  
  It looks like one of our supervisors reached out to you regarding clarification of pricing as well as confirming refunds being sent back to you for meals. As far as the oven, we do see that you contacted us as well regarding the oven being returned. We are going through that now & once the oven is confirmed checked back into the warehouse, we will have someone reach out to you regarding the refund back to your original payment method. We appreciate your patience & continued communication with us.

  Customer Answer

  Date: 09/23/2023

   
  Complaint: 20594345
  
  I am rejecting this response because: Please leave this ticket open for one more week. I am waiting on the payment to post. I did receive an email it should be within the next 3 to 5 days
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 09/26/2023

   
  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. I finally recieved all moneys. Please close this case satisfied
  
  Sincerely,
  
  ***********************