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:12/01/2023

  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.

  Cook unity collected $113.29 from my credit card for a food order that was Not placed Nor Delivered to me on 10/27/23. I cancelled their services because after my first trial delivery, I realized the food tastes was not worth their exaggerated price. I emailed them about refunding my money to my *********** have not. I dont want credit, I dont want their food, I want my money returned.

  Business Response

  Date: 03/25/2024

  Hi *********** - thanks for reaching out. I'm so sorry to hear about the trouble here! CookUnity is a weekly subscription and this information is presented to you upon signing up and creating your first order. We also are diligent in sending email and text message reminders 24 hours before an order is processed to ensure you have enough time to make any changes, or skip a week. Unfortunately, you reached out to cancel your order after it was processed and we cannot issue a refund in this circumstance. I do see that our team issued a full credit back to your account for the misunderstanding. This credit will not expire and we hope to have the opportunity to serve you again in the future!

   

• Initial Complaint

  Date:11/29/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Cook unity is a meal subscription service. I canceled my subscription prior to the deadline for the recent week but was delivered a set of meals that I did not select and do not want. My card was charged $200 without my permission. **************** claims that they have no record of the cancellation however this is false as I track my subscriptions carefully and clearly recall cancelling. This must be a systems issue on their end. They refused a refund and refused to reason and I am stuck with a bunch of food I cannot eat.

  Customer Answer

  Date: 12/24/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by CookUnity LLC regarding complaint ID ********.
  
  Sincerely,
  
  *****************
  

• Initial Complaint

  Date:11/17/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Created an account. Would not let me change the promo code to the one from the youtuber I watched. Tried to use the link from the youtuber. In less than a few minutes I could no longer use the site anymore. I even tried changing my password or logging in with ******* Nothing. No response from customer service either.

  Customer Answer

  Date: 12/12/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by CookUnity LLC regarding complaint ID ********.
  
  Sincerely,
  
  *******************
  

  Business Response

  Date: 03/27/2024

  Hi ***** - thanks for reaching out with this feedback. Apologies for the trouble here - we certainly want this to be a seamless experience for you. It looks like our team responded to your email with instructions on November 16 roughly 5 minutes after it was sent - I can see that this email was never opened on your end unfortunately, but have also included a screen shot indicating where you can update a promo code when signing up. Hope this helps!

  Customer Answer

  Date: 03/27/2024

  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:

  Did not resolve login issue. Just showed a discount.

   

   

   

   

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

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

• Initial Complaint

  Date:11/09/2023

  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 am writing to file a formal complaint against CookUnity for engaging in what appears to be a deceptive and fraudulent practice, overcharging customers, and failing to provide any form of responsive customer support.Details of the ********************* and Predatory Business Practice:CookUnity, while advertising a weekly meal service, is engaging in a recurring issue where customers who change their delivery date receive two deliveries in the same week, instead of one. This practice, leading to double charging, seems to be a deliberate ploy rather than a logistical error.In my case, this led to being overcharged by an additional $174.89 on 11/06/2023, which was neither authorized nor expected.2.Intentional Ignorance of a Known Issue:It has come to my attention that this is a known issue within CookUnity. Yet, the company continues this practice, blatantly disregarding customer experience and financial implications for the *********************** **************** Contact:Further aggravating the situation is the fact that CookUnitys customer service number is not operational, effectively leaving customers without any means of recourse. This lack of a functional customer service channel exacerbates the situation, bordering on fraudulent behavior.Resolution Sought:Given the gravity of this situation, I am seeking the following:Immediate refund of the unauthorized charge of $174.89.A formal investigation into CookUnitys business practices regarding double deliveries and overcharging.An explanation and corrective action plan regarding their non-responsive customer support system.A formal apology from CookUnity acknowledging their malpractice.Their actions, which border on scamming customers, coupled with a complete disregard for customer communication, are unacceptable. I urge the BBB to take my complaint seriously and help facilitate a just resolution to prevent such unethical practices from affecting more customers

  Customer Answer

  Date: 11/09/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:11/09/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 have been a subscriber of CookUnitys meal service. I have a deadline of midnight on Wednesdays to cancel or modify orders. Last night on Tuesday 7th November, I skipped the next weekly order (before midnight), but today discovered I had been charged. I tried to call the company but discovered they cannot be called. I got in touch via the website and SMS, explaining I had skipped the order and still been charged, but was informed they had no record of the skip on their system. They said I should have contacted them urgently if I did not receive any confirmation email (despite not having a callable phone number), and later admitted to the email confirmation service not working. They refused to refund or cancel the order despite these issues and me contacting them as soon as I was notified of the charge on my credit card. I asked for my account to be completely cancelled going forwards.

  Customer Answer

  Date: 12/03/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by CookUnity LLC regarding complaint ID ********.
  
  Sincerely,
  
  *******************
  

• Initial Complaint

  Date:10/23/2023

  Type:Customer Service 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 reached out to them BEFORE the order was fulfilled. Asking them to CANCEL. They said 'NO' and sent me an email describing their process of fulfilling orders. So in other words, no assistance whatsoever. That was in the middle of the week. The order doesn't arrive/get delivered until the FOLLOWING MONDAY, and it's from a local delivery here in ** where I live. So they could've CANCELLED it. There was ENOUGH TIME to do so. They chose not to do it. I am not paying for food that my autistic child with food allergies cannot eat. I don't have to elaborate about this when I request for a cancellation, as my child, and his condition are nobody's business, as he is a minor. But here we are. Because they couldn't cancel the order which was requested to be cancelled DAYS ahead of delivery. They don't give you an option to CANCEL after you place your order. This isn't right.

  Business Response

  Date: 10/24/2023

  The customer contacted us back in sep 14 annoyed by our recommendation process which is explained and described in our entire website, FAQ and T&C as part of the the subscription process.

   Our team provided detail information on how it works and what to expect from it. She never replied to us and the account got deactivated.

  She received proper notifications (24hrs before the charge) and opened the emails w/o acknowledgment on time.

  As per policy and how the service work we charge our customer 4-6 days before delivery day as we have purchasing and many other processes in between before order fulfillment like kitchen and production

  FAQ 

  What is cookunity-how it works: ************************************************************************************

  Cancel order after is charged: ****************************************************************************************************

• Initial Complaint

  Date:09/19/2023

  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.

  Ive had no issues with this service up until now. Today I found out that I need to leave for a trip this weekend thats sort of an emergency and I cannot skip. I missed their cutoff for skipping this weeks meals by a few hours and emailed customer support. Basically theyre refusing to cancel my order for this week making rebooking my travel both extremely expensive and a headache. Theres no room for a realistic schedule with the way they make you order these meals per week, and I really dont want to be in this situation. All I want is for an order to simply be cancelled a few hours after it was placed by their system. This isnt how you keep customers or a successful business especially in an industry as difficult as the food industry. This is an added burden and its obvious they have no care for the customer. Also if I leave and these meals are delivered when Im not here theyll end up sitting in my apartment lobby which also becomes a huge risk of me getting in trouble with my actual building management.

  Business Response

  Date: 03/27/2024

  Hi ******* - thanks for taking the time to submit this feedback. Sorry for the trouble - we certainly want this to be a seamless experience for you! As a weekly subscription, we will always post menus 2-3 weeks in advance to ensure you have ample time to skip orders before your deadline approaches. We will also always send text message and email alerts 24 hours before we process a charge in our system - this is to ensure that even before the deadline, you're invited to skip an order and avoid a charge. However, we understand that life happens and we should have provided you with more flexibility. If you'd like to give us another try, we've added a $25 credit to your account that will automatically apply to your next order. We hope to have the opportunity to serve you again soon!

   

• Initial Complaint

  Date:09/08/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 file a formal complaint against CookUnity regarding a the unacceptable handling of my order.On Sept 1st, 2023, I noticed a charge of $112 on my credit card statement from CookUnity, which I had not authorized or initiated. This immediately raised red flags, as I had not placed any orders with CookUnity nor given them permission to charge my card.I contacted CookUnity's customer service to address this issue and request the cancellation of the unauthorized order. However, to my dismay, my initial attempts to resolve the matter were met with rejection.I explained to CookUnity that I was currently traveling outside of the country and that no one would be available at my home to receive the meals, rendering the food wasteful and unnecessary. It is important to note that the meals had not yet been prepared or delivered at this point, making it reasonable to expect a cancellation.Initially, ******, the representative from CookUnity, proposed an alternative solution, suggesting that they could postpone the order by 2 days and allow me to select the meals that I wanted. I accepted this offer within a few hours, but to my astonishment, ****** later informed me that I had responded "too late" and that he could no longer postpone the order. This arbitrary decision left me baffled and frustrated, as it appeared that CookUnity was making it intentionally difficult for me to resolve the issue.I want to emphasize that CookUnity's inconsistency in their policies, allowing the postponement of an order but not its cancellation when the meals were clearly not prepared, is a cause for concern. Additionally, ****** failed to communicate any specific timeframe for my response, despite my prompt reply within a few hours.This situation has led to the impending waste of not just one meal but a total of 12 meals, as I will not be available to accept the delivery. I am deeply dissatisfied with CookUnity's lack of transparency, flexibility, and customer-oriented approach.

• Initial Complaint

  Date:09/06/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for the meals with the promotion. I cancelled the program before they sent me my second shipment. The meals were not packaged correctly and most of the meals were not fit to eat. At that time, I called the company, and I was told the subscription would be cancelled. Well, the meals kept coming. The same meals week after week. I then contacted my credit card company and informed them of the situation. I was told an investigation would be done and my credit card was credited for the weekly amount of $110.79 for the weeks I was being charged. I was also told by my credit card company that they would not allow me to be charged in the future. Somehow, this company was able to resubmit the charges. I cannot get in touch with this company on the phone. I had to close this account and stop auto pay.

  Customer Answer

  Date: 10/02/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by CookUnity LLC regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

• Initial Complaint

  Date:09/06/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 a 92 year old woman, living on social security. I signed up for cookunity for more healthy eating. My first order was August 3, and it arrived all soggy. I cancelled my subscription, but they selected ************ on August 10th and sent them anyway. I may have cancelled a day late, but the meals had not been sent yet. The meals I received were nothing like what I ordered the first time and they were nothing I could eat. I live on a limited income and can't afford to throw money or food away, but that's what happened with the meals that I received. I reached out to cookunity several times, but all they offered was 50% off of my next two orders for a subscription I had already cancelled.

  Customer Answer

  Date: 10/03/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by CookUnity LLC regarding complaint ID ********.
  
  Sincerely,
  
  *************************