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:04/18/2025

  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 am writing to express my extreme disappointment with my recent experience with Suvie. I initially purchased the Suvie kitchen robot and was genuinely excited about itso much so that I recommended it to others. However, less than 24 hours after using it for the first time, the new unit developed an electrical short and became unusable.I contacted Suvie and was reassured multiple times (by phone and email) that I would be sent a brand new replacement unit. This promise was especially important to me as someone with a disabilityI rely on this product to help me function during intensive medical treatments and cannot afford safety risks or malfunctions.Unfortunately, what I received was clearly a used, refurbished unit:The inside of the oven was coated with grease, drip marks, and baked-on residue.The outer frame was visibly misaligned on one ******* mention was made in advance that this would be a refurbished unit, contradicting what I had been told repeatedly.This experience raises serious concerns about product safety, transparency, and integrity. I reached out to Suvie with the following questions and requests:Why was I told Id receive a new unit and then sent a refurbished one?Is the misaligned frame and stained interior safe for use?Will my warranty be extended, given that my original new unit failed and the replacement is not new?What are my actual options moving forward?As of now, I have not received adequate answers to these questions. As a business owner myself, I value transparency and accountabilityboth of which have been lacking in this experience. I would like Suvie to honor their original promise or provide an honest and acceptable resolution.I hope this review helps others make an informed decision. If youre considering a Suvie, be aware that you may not receive what youre promised, and that safety issues and lack of clarity in warranty replacements may be part of the experience.

  Business Response

  Date: 05/30/2025

  Hi ******,
  
  We appreciate your response and for sharing your feedback with us; we certainly understand your frustration regarding the replacement unit you have received and are happy to help.
  
  Ive reviewed your case and see that we have issued you a brand new replacement Suvie, as you have requested, on April 25, 2025. Our *************** team has also issued you free meal credit for the inconvenience.
  
  Should you have any further questions, please let us know. Thank you so much for your continued patience.
  
  

• Initial Complaint

  Date:03/08/2025

  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.

  My son bought this suvie for me for christmas. When I got it it didn't do what they advertised it to do. I've been trying to get the money back which they won't send it to me because my brother bought it online. So now he has to go through them to get the money back but the problem was they had a so-called contract with this so-called discount that they got the business contract and he had to buy food. They charged him $974 for food for this machine and it doesn't do what they said it would do. I've got no satisfaction from this. We've not gotten the money back. My brother had to get a brand new card because these people kept taking money out of his account. Now we don't know how he can get the money back because he had to get a new card. I've heard nothing from these people for almost 2 months I don't know what else to do. I sent the machine back probably a little more than a month ago and we still not heard anything they said it would take about 21 days to process everything it's been more than 21 days and I have still heard nothing. I hope you can help.

  Customer Answer

  Date: 03/19/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  **** *******

• Initial Complaint

  Date:02/13/2025

  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 on January 13, 2025 with a projected delivery date of 1.27-1.29. My meals were delivered on the 29th but there was no tracking for the appliance. I contacted them the next day and they said that they were unsure of when it would ship but, hopefully, by the end of the week or the beginning of the next week. I told them not to even bother shipping the appliance and just refund me because what good are the meals without the appliance? I couldn't call but I did request a call back MULTIPLE times and they refuse to call me. They just keep emailing me. They didn't email me back for a couple days but, they did email me Monday the 3rd and said that my appliance had shipped. I got a delivery notification on the the 11th stating that it had been delivered. I checked tracking and it was delivered to **********, **. I live in **. I emailed them twice yesterday and once today with absolutely no response. DO NOT ORDER FROM THIS COMPANY. THEY ARE A SCAM.

  Business Response

  Date: 02/21/2025

  Hi Savannah,
  
  We appreciate your response and for sharing your feedback with us; we certainly understand your frustration regarding your Suvie experience so far.
  
  Our team strives to deliver your first meal box and Suvie appliance around the same and generally we prefer to ship your meals a few days earlier so they are ready in your freezer once your Suvie arrives. Depending on your location, you may receive your meal box a few days before your Suvie and are encouraged to keep the meal frozen.
  
  Ive reviewed your case and see that you have been in contact with our *************** team who helped to cancel & refund your first meal order until after your Suvie appliance was delivered. According to our records your Suvie was shipped on January 31, with *** tracking:  1ZEC07080316822745 - just a few days after your meal box arrived.
  
  Should you have any further questions, please let us know. Thank you so much for your continued patience.
  
  

• Initial Complaint

  Date:01/22/2025

  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.

  The company advertises that the Suvie device will be delivered in a few weeks, I ended up waiting months as they continued to tell me that it would be shipped and then not send it. I finally received the product and the first meal box just to find that that the vast majority of the meals offered have soy products or soy lecithin in them, and I have an allergy to this meal ingredient. I found that I could not safely eat any of the meals enough to actually create a meal order. I asked this subscription to be cancelled. Today I was emailed a confirmation of meals being ordered that I did not agree to. I was told by customer support that the meals that had been ordered were cancelled, however after trying to cancel my meal subscription again, I was suddenly informed that either I must pay for 4 meal deliveries in 12 months or pay for the rest of the Suvie that I got at a discounted price?? There's some small print for you because this was the first time I was aware of this. The way that the deal read when I purchased the product made it sound like you got 16 free meals and then a meal subscription service (which you pay for each time) but it was very unclear that you would have to pay more for the Suvie if you did not continue the meal delivery service. Considering that Suvie has lied multiple times to customers about delivery times and lied to me, as well as now pulling this and telling me that I am forced to buy their meals that I cannot even eat or pay more for the product, I request that Suvie cancel my subscription and do not charge me any further in any way. If I had known any of this would happen I would have happily purchased another product that was cheaper and works better (the air fryer is a joke and doesn't "fry" anything at all) Their business practices are very scammy and they are not transparent and honest with their customers

  Business Response

  Date: 02/21/2025

  Hi Cami,
  
  We appreciate your response and for sharing your feedback with us; we certainly understand your frustration regarding your orders delivery time and first meal box experience.
  
  Shipment expectations shown at checkout are our best estimates at the time, and can sometimes shift. We always do our very best to ensure your items are delivered as quickly as we can, and provide updates when appropriate.

  
  Ive reviewed your case and see that you have been in contact with one of our *************** team members who helped to provide updates regarding our Suvie order. According to our records, your Suvie appliance was ordered on September 9, and shipped on October 7, which is within our original shipping estimate of 3-4 weeks. The *** tracking for this shipment is: 1ZEC07080333506082.

  
  Regarding your initial meal delivery, we send several reminder emails to select meals prior to orders being locked and shipped, and we are always happy to modify an order once charged if necessary. I see that the *************** team was able to refund your meal order for you, and assist with shipping a new meal box containing your desired items.

  
  To clarify, the free meals you have received were part of a special promotion which provided you an additional $300 off the Suvie appliance if you ordered 4 meal boxes during this promotional period. Weve included these free meal coupons to allow you to try our meals at a discount before fully committing to our meal service. 

  
  Should you need further assistance or have any questions, please email our *************** team at ******************************

  Once again, we appreciate your patience and support. Thank you.

• Initial Complaint

  Date:01/16/2025

  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.

  I ordered the Suvie 3.0 Chefs Package on 3/25/24. I have not received the entirety of my order. I have been emailing with them back and forth for almost a year, and just keep getting the run around. I am missing my extra set of Suvie pans and Starchie pots. Every time I email them, they promise to get back with me, but it has been literally almost a year.

  Business Response

  Date: 02/21/2025

  Hi *****,
  
  We appreciate your response and for sharing your feedback with us; we certainly understand your frustration regarding your orders delivery time.
  
  Shipment expectations shown at checkout are our best estimates at the time, and can sometimes shift. We always do our very best to ensure your items are delivered as quickly as we can, and provide updates when appropriate.
  
  Ive reviewed your case and see that you have been in contact with one of our *************** and your outstanding accessories have been shipped to you in full, with the tracking number 1ZH4644X0300972479.
  
  Should you have any further questions, please let us know. Thank you so much for your continued patience.
  
  

• Initial Complaint

  Date:12/12/2024

  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.

  Placed an order with Suvie for Suvie Robot 3.0+ and for meals. Received the meals and no appliance. Emailed and requested a call back (as the company has no customer service line). After refiling an email and call back request threatening to file a complaint, got a call 48hrs after my original request. The customer service *** told me that the appliance was scheduled to ship on Monday while we spoke on a Thursday. Directly told the *** that I did not want the device and that the shipment should be canceled and a refund provided. The *** promised to do so. Suddenly, I was notified that night that the device had shipped. If i cancel the service they will add an additional $300 onto the money they have already defrauded out of me. This company is criminal in how it scams customers.

  Business Response

  Date: 01/14/2025

  Hi ******,
  
  We appreciate your response and for sharing your feedback with us; we certainly understand your frustration regarding your Suvie experience so far.
  
  Our team strives to deliver your first meal box and Suvie appliance around the same and generally we prefer to ship your meals a few days earlier so they are ready in your freezer once your Suvie arrives. Ive reviewed your case and see that you have been in contact with our *************** team who helped to cancel & refund your first meal order until after your Suvie appliance was delivered. According to our records your Suvie was shipped on December 12 with *** tracking: 1ZEC07080330276416. 
  
  Should you have any further questions, please let us know. Thank you so much for your continued patience.
  
  

  Customer Answer

  Date: 01/15/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:12/12/2024

  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.

  On November 30th, 2024, I ordered a Suvie 3.0+.ApplianceOrder Number: R490725441 1 x Suvie Kitchen Robot1 x First Suvie Meal Box Order 1 x 3.0+ Air Fry Set Since that initial confirmation, I have received no follow-up or shipping information on my order.I have attempted to contact Suvie several times but have not received a phone call or an email. I have received my first order of meals, and lots and lots of emails about my meal plan, but I haven't heard back from Suvieabout my order.

  Business Response

  Date: 01/14/2025

  Hi ****,
  
  We appreciate your response and for sharing your feedback with us; we certainly understand your frustration regarding your orders delivery time.
  
  Shipment expectations shown at checkout are our best estimates at the time, and can sometimes shift. We always do our very best to ensure your items are delivered as quickly as we can, and provide updates when appropriate.
  
  Ive reviewed your case and see that you have been in contact with one of our *************** team members who helped to provide updates regarding our Suvie order. According to our records, your Suvie appliance was shipped on Wednesday, December 16 which is within our original shipping estimate of 3-4 weeks. The *** tracking for this shipment is: 1ZEC07080304687138.
  
  Should you need further assistance or have any questions, please email our *************** team at ****************************** Once again, we appreciate your patience and support. Thank you.

• Initial Complaint

  Date:12/10/2024

  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.

  11/17/24 Purchased a ***** 3.0 for $249 for their 100 days risk free promotion 11/29/24 Received the unit. Couldnt get it to connect to WiFi, so emailed them for support. Got a copy and paste reply right away but couldnt solve the problem. Emailed back, then didnt get another reply until 2 days later with some questions.12/1/24 Couldnt get the unit to work with WiFi and very unsatisfied with their customer service, I requested return that night. They required Return Authorization and supposed to provide return shipping label. Again they were pretty fast replying first email request. The last email I received from them is the morning of 12/2/24. 12/3/24 requested Return Authorization code and shipping label again. Did not get a response at all.12/5/24 I requested a phone call. Received a call on 12/6, and was told would process RA and shipping number as soon as I reply to her email. I did reply, but havent heard back since.12/9/24 emailed to request RA# and shipping label again, no response from them. I feel like Ive scammed. Theyre not even letting me return it, not responding to my requests, how do I expect them to refund me.

  Customer Answer

  Date: 12/21/2024

  Dear Better Business Bureau:
  
  The business has responded on 12/12/24, the return is now on the way back to them. My issues and/or concerns in reference to complaint #******** is resolved.  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** ***

• Initial Complaint

  Date:08/12/2024

  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.

  I placed an order for the Suvie kitchen robot on 7/26/24 and they immediately charged my credit card for the total cost of the applicance with a 2-3 week delivery time. I cancelled the order on 7/29/24 before the item was shipped. Suvie acknowledged that my order was cancelled and I could expect to receive my money back within 7-10 business days. Today is the 10th business day and I still haven't received my money back $426.93 I've reached out to their customer service multiple times via email (the only option - they don't have a phone number) and still don't have an answer regarding the return of my money.

  Customer Answer

  Date: 08/22/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:07/16/2024

  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 purchase Suvie products on 7/2/2024 (Suvie oven, starch cooker, and meals)Purchase price: $751.43 (USD)I received the first shipment on 7/11/2024. Upon unboxing I noticed the item was damaged, a large hole at the bottom of one side of the oven. I immediately took pictures and notified the company via the email support.Shipment Details: Tracking #: 1ZEC07080327362301 This Shipment Includes: 1x - Suvie 3.0 Kitchen Robot - Master (SKU: SV301)I am unable to use this damaged product and the company has failed to respond to multiple requests for a return label. I requested and informed email customer support to cancel any additional shipments (starch cooker and meals) and issue a full refund.I received an email inquiry about my request, suggesting that I choose a replacement instead. I refused the replacement and requested the return label and full refund.

  Business Response

  Date: 08/05/2024

  Hi *******,
  
  We appreciate your response and for sharing your feedback with us; we certainly understand your frustration regarding your Suvie experience so far.
  
  Ive reviewed your case and see that you have been in contact with our *************** team who has offered to ship you a replacement device at no charge, and you have elected to return the defective device for a full refund. Were truly sorry to hear that this happened. While uncommon, units can arrive damaged due to carrier mishandling of our packages. I see that our *************** team had issued you a return label, and that your unit was received back to us on 7/22/24 and a refund was processed.
  
  Should you have any further questions, please let us know. Thank you so much for your continued patience.