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:06/07/2024

  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 bought my Suvie on December 5th 2023 through Affirm, it processed on December 26th 2023 and I didn't get it until January 22nd. On March 12th, I emailed their customer service team to request a refund and to send it back since it wasn't working out for me and my family and the meals were awful and they promised a "100 day risk free trial". I attached the email strand since it will take a long time to write it all, so I will summarize it. They sent out a box for me to pack the suvie and its accessories in on March 21st, and it didn't arrive until March 27th. I sent the box and the accessories back within 30 days on April 20th and it arrived at their facility as listed on the packing label they emailed to me. I emailed back on April 26th, to let them know it arrived and was told it will take '14 to 21 days for my refund to process and reflect on my account statement'. 3 weeks later, I emailed again on May 17th to get an update on the processing of my refund since I checked with an Affirm representative and told me the refund hasn't been processed through them. The email back said that they 'are currently in communication with the Affirm representative to process the refund' and that they will update me as soon as my refund has been processed. Again, a whole 3 weeks later, as of June 7th 2024 I have gotten no refund, hasn't been processed through affirm, and got no email, so I reached out to them again. I requested to open a dispute through Affirm because I feel like that's my only way of getting my money back. All in all, after doing all I can and was told, I still haven't gotten my refund processed and my appliance was returned a month and a half ago when I was promised initially that it will take '14 to 21' business days.

  Business Response

  Date: 07/17/2024

  Hi *******,
  
  We appreciate your response and for sharing your feedback with us; we certainly understand your frustration and concern with your refund.
  
  Ive reviewed your case and understand that you have spoken with one of our managers who identified there was an issue with Affirms system that caused in a delay in receiving your. According to our records this issue has been resolved and your order has been refunded in full. If you need a trace ID for this refund, please contact us directly and wed be happy to provide you with this information.
  
  We really appreciate the opportunity to speak with you directly. Should you have any other questions or concerns, please email our ****** Services team at ***************************** and well be happy to help.

• Initial Complaint

  Date:06/05/2024

  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.

  On January 9th, I placed an order for the Suvie Kitchen Robot. I recieved it on January 15. By January 19,I had tried to cook 2 seperate meals, both resulting in leaking gray water messes. I contacted Suvie on January 19th and started dealing with the issue. On January 26, they agreed to provide a shipping label and packaging to return the device. The shipping label and packaging were recieved by me on February 27. I returned the device inside the provided packaging with the provided shipping label attached in early March. I have inquired about my refund and have recieved no refund thus far. Despite the extended time frame since shipping the device back, they claim to have not received it and refuse to return my money.

  Business Response

  Date: 07/17/2024

  Hi ****,
  
  We appreciate your response and for sharing your feedback with us; we certainly understand your frustration and concern with your refund.
  
  Ive reviewed your case and see that you have been in frequent communication with one of our ****** Services team members who helped to provide updates regarding our Suvie order status and refund. According to our records, your order has been refunded in full. If you need a trace ID for this refund, please contact us directly and wed be happy to provide you with this information.
  
  Should you need further assistance or have any questions, please email our ****** Services team at *****************************.
  
  Once again, we appreciate your patience and support. Thank you.

• Initial Complaint

  Date:05/28/2024

  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.

  This company sell automated meal prep machines and requires you to set up a subscription with them. They force you to opt out otherwise they start sending you meals and charging you for it. Last week my wife logged into our account to look at meals and saw there were meals in her cart that would be sent just because she logged in. She cancelled the order, but we got charged and the food will arrive when we aren't even in town. We are sick of their predatory practices and wish we'd never bought this device

  Business Response

  Date: 06/04/2024

  Hi *****,
  
  We appreciate your response and for sharing your feedback with us; we certainly understand your frustration regarding receiving a meal order you did not intend to place.
  
  Ive reviewed your case and understand that you have spoken with one of our managers who was able to assist you with refunding your latest order, canceling your Suvie Meal subscription, as well as help provide you with a solution to order meals as needed. Weve also shared your feedback with our product team for consideration of your use case.
  
  We really appreciate the opportunity to speak with you directly. Should you have any other questions or concerns, please email our ****** Services team at ***************************** and well be happy to help. Thank you.

• Initial Complaint

  Date:04/29/2024

  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.

  I ordered a Suvie Bakers Bundle for $900.It took months to arrive and when it finally did arrive the glass was shattered [to which I didn't know until I cut myself].It took another several months for the replacement to arrive. It arrived defective and won't even turn on. I still do not have a working machine. I would like the machine I paid $300 for to be in working condition and actually arrive. I have over a dozen Suvie meals in my freezer (several hundred dollars' worth) that I cannot use.In addition, 2/3 of my order had to be canceled due to lack of inventory (Starch Maker) and [per customer service] a shipment of goods that was stolen (accessory bundle). For the 2 items I never received, I was told I would be receiving a full refund of my purchase price of $600. I have not received anything.I am in constant contact with customer service via email - which is the only avenue available to a Suvie customer.I keep getting promised things that are never delivered on. I just want what I paid for.Please help,***********************

  Business Response

  Date: 06/04/2024

  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 ****** Services team who has been helping you with shipping your replacement devices for your ******************** units that have arrived broken. Were truly sorry to hear that this happened. While uncommon, units can arrive damaged due to carrier mishandling of our packages. Since youve had repeat issues with this, our operations team is working directly with the carriers to determine the source of the mishandling.
  
  In the meantime, we will certainly ship you a replacement device and ensure you have a new and functional Suvie as promised! Should you have any further questions, please let us know. Thank you so much for your continued patience.
  
  

• Initial Complaint

  Date:03/12/2024

  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.

  We placed the order Sep 2023.. it has been 7 months.. still no delivery. ******** Services acknowledged the issue but so far no resolution.

  Business Response

  Date: 04/16/2024

  Hi *****,
  
  We appreciate your response and for sharing your feedback with us; we certainly understand your frustration regarding the delay in receiving your order.
  
  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 frequent communication with one of our ****** Services team members who helped to provide updates regarding our Suvie order. According to our records, your Suvie appliance was shipped on Wednesday, December 6 which is within our original shipping estimate of 4-5 weeks. The *** tracking for this shipment is: 1ZEC07080302859401.
  
  Should you need further assistance or have any questions, please email our ****** Services team at ******************************
  
  Once again, we appreciate your patience and support. Thank you.

• Initial Complaint

  Date:03/11/2024

  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.

  Took 6 weeks for appliance to come. Took 2 more weeks for food to come. The food did not have any dry ice left in the package, and the food was starting to thaw, leading to possible illness.Predatory practices:Promised free meals and discount coupons for their subscription service. But you are not allowed to combine coupons and are required to order at the very minimum 8 servings (4 meals at 2 servings each) forcing the customer to pay way more than they realized.

  Business Response

  Date: 04/16/2024

  Hi ********,
  
  We appreciate your response and for sharing your feedback with us; we certainly understand your frustration regarding the delay in receiving your order as well as receiving a thawed meal order.
  
  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 ****** Services team members who has been helping you with this thawed meal order. Unfortunately, due to extreme weather conditions along your delivery route, your package was delayed while in the hands of our carrier partner. While we always try our best to anticipate weather delays and work with our carrier partners to minimize any impact, sometimes these situations are outside of our control.
  
  I see that we have provided you with a full credit for this order that arrived thawed. Additionally, we have added some more meal credit to your account for the inconvenience.
  
  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. 
  
  If theres anything more we can do for you please email our ****** Services team at *****************************.

  Once again, we appreciate your patience with this manner.

  Customer Answer

  Date: 04/17/2024

  Thank you for your reply.  But my complaint is more towards your predatory promotions and discounts.  The "free" meals were only for one meal, but you HAVE to order 2 or 4 meals at a time.  The meals are vastly overpriced and the "free" meals are just a smokescreen.  They don't let you combine any of the "discounts" so they effectively will never be used.  We have sent back our unit and requested a refund.  Very disappointed with this service.

  Regards,

  ********

   

   

  Business Response

  Date: 06/04/2024

  Hi ********,

  We certainly appreciate your feedback and for sharing your frustration with your Suvie experience. We will be more than happy to return your Suvie and issue you a full refund if you are not satisfied with our service. Please email our ****** Services team at ***************************** for further assistance.

• Initial Complaint

  Date:03/05/2024

  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.

  We made a purchase of the Suvie in December. We were promised multiple times that it was shipping and it never did. We have made payments for it and were strung along over and over. Finally we requested a refund and were told they would take care of it, and it never happened. we just want our money back.

  Customer Answer

  Date: 03/18/2024

  [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:
  
  The business after multiple emails and complaints to both the financing company and directly to Suvie finally processed the refund.  This was only a result of from the diligence on our end.  The business did not do this prior even after multiple emails.  This is only resolved as we received the refund its not from them responding here
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:03/03/2024

  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 the Suvie Kitchen Robot. It took a month for it to arrive from MA. I set it up and it gave me an error code. I reached out to them and they sent a replacement a month later. I packed the first one in the box the second one came in and set up the second machine. It to gave me an error code. I reached out to them again and told them I wanted a refund because twice the machine didn't work correctly and the asked if I had the original packaging, which I did not, and they are charging me $20.00 for packaging that took almost another month to arrive. I open the box and there is no return label as to where to ship it. I've reached out to them and gotten no response as of yet.

  Business Response

  Date: 04/16/2024

  Hi *****,
  
  Thank you for sharing your feedback and Im sorry to hear about your experience with Suvie, we certainly understand your frustration.
  
  After further review into your interactions with our ****** Services team In December 2024 regarding the error code you experienced, our team offered to replace your 2nd Suvie with a 3rd new device. We were understanding that you elected to return your Suvie for a refund instead of a replacement.
  
  Our ****** Services team shared that we were awaiting the arrival of our return packaging materials that were on order, and once it had arrived the following week we will be sure to expedite it to you so you can complete your return. According to our record, your return packaging materials were shipped to you on March 28, 2024. Our refurbishment facility is awaiting the return of your Suvie and once received, you will receive your refund via Affirm. We have also refunded the $20 packaging fee for all the inconvenience caused.
  
  If theres anything more we can do for you please email our ****** Services team at ******************************
  
  Once again, we appreciate your patience with this manner.

  Customer Answer

  Date: 04/23/2024

  [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:03/02/2024

  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 purchased a Suvie oven along with food. I tried the oven along with one meal kit and the food was delivered spoil and it had a bad smell. I shipped the oven back and asked for a refund back in January and I was promised a refund but I still have not received it. I was charged twice.

  Business Response

  Date: 04/16/2024

  Hi ******,
  
  We appreciate your response and for sharing your feedback with us; we certainly understand your frustration regarding your meal delivery arriving in this condition. This is certainly not the type of experience we strive to provide.
  
  Ive reviewed your case and see that you have been in contact with one of our ****** Services team members who has been helping you with this thawed meal order. Unfortunately, due to extreme weather conditions along your delivery route, your package was delayed while in the hands of our carrier partner. While we always try our best to anticipate weather delays and work with our carrier partners to minimize any impact, sometimes these situations are outside of our control.
  
  I see that we have provided you a full refund for this order that arrived thawed, as well as for the return of your Suvie appliance. If you need a trace ID for these refunds, please contact us directly and wed be happy to provide you with this information.
  
  We appreciate your understanding and should you need further assistance or have any questions, please email our ****** Services team at ******************************

• Initial Complaint

  Date:02/18/2024

  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 placed an order for a Suvie: Kitchen Robot on February 12th, 2024. On February 14th I received an email stating that my payment failed and my order was cancelled, however my card was charged on February 12th for the total cost of $354.90 and no money has been returned to my account!

  Customer Answer

  Date: 02/29/2024

  
  Better Business Bureau:

  While I have yet to receive my Suvie unit, I am currently trusting that it will ship soon, and the company has responded and addressed the complaint I filed. 

  
  
  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,
  
  *************************