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:04/15/2025

  Type:Customer Service 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 placed an order on CookUnity's app which I downloaded onto my phone on March 25th. I ordered 12 different meals from the selection they offered. The order arrived around April 3rd and included meals I did not order and could not eat due to the ingredients. I emailed CookUnity's customer service email on April 4th advising of the mistaking and asking for a credit. I received a response from ******* on April 5th asking for pictures of the packing slip and the meals. I replied the next day with multiple pictures. Since then I have received no response what so ever. I have sent three follow up emails asking for an update and all three have been ignored. This company has made no effort to rectify the situation and is hoping I just go away.

  Customer Answer

  Date: 05/10/2025

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

• Initial Complaint

  Date:04/12/2025

  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.

  On January 9, 2025, I bought a gift card for my sister costing $150. The gift card code is 829CB90. She registered with Cookunity and tried for three months to order with the gift card. Every time she tried to order on their website, the system sent her back to the registration/enter zip code page. Even though her credit card was entered with her registration. Out of frustration she gave me the gift card code and told me to try to order myself. I registered and tried to order, trying two different browsers (Edge and Chrome). The system would not let me order without entering a credit card. Cookunity's system is a SCAM. Customers should be able to use gift cards without entering a credit card because they require that to automatically sign you up for their service on a regular charging basis! Last year I got her a Factor75 meal service gift card and she had NO PROBLEM using it to purchase meals without being forcibly signed up. She emailed Cookunity repeatedly asking for help without success. There's no phone number to call, only email support. ****! I sent email myself on April 8 warning them to help her successfully order or I would file with BBB if they didn't help her within 3 days. I also demanded a refund of my money if they didn't successfully help her. I last replied to them on April 9 and since then have had no response from them and they have not helped her either. Many complaints about them on social media - food poisoning complaints, delivery complaints, diffculty of cancelling service, food arriving warm instead of cold. They are a SCAM. I want a refund of that $150 since my sister can't use the gift card and I can't either.

  Customer Answer

  Date: 05/07/2025

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

• Initial Complaint

  Date:04/10/2025

  Type:Sales and Advertising 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 originally saw this company, cookunity, and decided to give them a try as I rarely cook. I made an order of 4 meals. The meals came looking like they had been frozen, thawed and refrozen. The package lists ingredients but not nutritional values like sodium. The meals were very laden with sodium which caused significant swelling. I chose not to order again. I was sent an email stating since I did not place an order, the company would for me. The first (and their choice second) came with a shrimp moilee dish. I was sickened the first time and chose not to eat the second meal. I had tried to stop the order but was told that I was a day too late. After 3 attempts contacting them, I was able to cancel and unsubscribe.

• Initial Complaint

  Date:04/06/2025

  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.

  03/27/2025 ***** & 04/03/2025 ****** They committed to provide safe and nutritional food every week. So far I have received 2 items that made me sick and one that was inedible due to age and drying out.I requested for my next order from them to be canceled and refunded due to this matter and they refused and are still charging me, even after expressing concerns about not being able to afford wasting money on inedible and possibly unsafe food.They only thing they tried to do was refund me $6.00 The main concern is that these food products are making me sick more than 50% and I just want them to not deliver my next order and refund the charge.

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair 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.

  The company charged my card without my consent as it is a subscription service and you have until noon on each Friday to change or skip your meal purchase. The company charged my checking account on Wednesday, 04/02/2025, and their representative tried to say the customer has until noon on Wednesdays to make changes when I have proof of making changes on a Friday.

• Initial Complaint

  Date:03/29/2025

  Type:Delivery 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 ordered from this company after seeing promotions for it on social media at a great introductory price. I also checked out their site and they advertise Live Chat and text message support "within moments after sending a text message".While placing my order the delivery address was auto corrected to a strange address that was not correct. I noticed this within 24hrs after receiving my order confirmation and immediately reached out to Cook Unity.Not only is their Live Chat link not even active but they do not respond to text messages in a timely manner. There is no way to contact anyone regarding your order except through their email address. Long story short, I attempted to correct the address mistake with the company and carrier (a mistake that could have easily been avoided if their website would have validated the address before taking my payment) and after an unreasonably delayed response was told it would be handled. It was not handled, they did not correct the mistake even though they were given plenty of time to do so before my package shipped, they told us the package was packed with ice and would stay fresh for 48 hrs but then told us they had to throw away our package to "avoid spoilage".They lied to us about being able to reroute our package and then suggested that we intercept the package from an address that didn't exist. This doesn't even take into account the fact that the package they tried to ship contained food that I did not select (which I can prove with my confirmation email) and the fact that Cook Unity told us the carrier discarded the food almost 6 hours before they actually did.They tried to send us food we did not select to an address that did not exist (and was not verified) and lied repeatedly to me.They have now denied my refund. This company has scammed me, falsely advertised their customer support capabilities/response times and I would like a full refund as I was charged money for services that were never rendered.

  Customer Answer

  Date: 04/23/2025

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

• Initial Complaint

  Date:03/28/2025

  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.

  My order for March 15th 2025 had many problems with it. Of the four meals that I ordered, the following happened: One meal had a hair that most certainly does not match mine in it; One meal after heating for 2 minutes was so greasy that the grease in it dried out the pasta leaving it crunchy and tasting completely inedible; One meal of the shrimp was mushy and after eating approximately 1/4 of it I threw up. I have repeatedly contacted customer service regarding this. I sent them photos of one meal and offered to return another meal to them as I have saved it for them to review why it made me throw up. The company's customer service has been atrocious and they have not given adequate credit to address the problems. I have literally gone through more than 15 contacts with them regarding this order. I was told that I had been given credits for three meals but there are only credits for two meals and they have not addressed the shipping issue either and they charge more than $10 for shipping. One email response from them only contains the word "hell" and numerous Representatives just seemed to stop responding. I have opened up three different tickets with them regarding this order. I am appalled that their meals have gone down so much in quality and that their customer service is atrocious. On a previous order, my desserts were missing and they would not give me a credit for them they just refunded my payment but I'd had a $60 credit on the order and instead got less than $2 or of credit supplied for items that cost over $15.

  Customer Answer

  Date: 04/22/2025

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

• Initial Complaint

  Date:03/28/2025

  Type:Delivery 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 was busy this the last week while moving and this business has chosen meals for me to eat that I did not pick or order on my own accord. They had previously delivered my first meals on 03/23/25 and then quickly ordered another meal set on my behalf without my knowledge on 03/25/25 and I responded 03/26/25 to cancel order but they had refused to cancel even though delivery will be on 03/30/25. I had meant to cancel the service earlier on as I will be moving over 1 hour away. I reported to them this is ridiculous how they cannot cancel the order as the food will go to waste as I do not have any family or friends that live nearby from the place I used to live. They had literally given me less than 24hrs of processing to be able to cancel the meals before the next shipment. I have been so busy moving and packing that it had slipped my mind.

• Initial Complaint

  Date:03/27/2025

  Type:Service or Repair 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.

  This is a tragedyoff the top, I feel the food quality, amount of options, packaging and cooking instructions are all fine. I have used about every meal service there is, and these initial observations were quite positive. The goal was to give my husband a few days off a week from cooking. Then the back end problems startedgetting duplicates of an ordertwo boxes with identical items. Luckily I wasnt double charged. But then I was charged for meals I didnt order. Numerous text messages (they do not have a customer service phone number) had me addressed by not only an incorrect name, I was misgendered. The strange confusion of my account happened multiple times, with me at one point being asked if I was using or sharing ****** account. One day I was on the text chain for over 2 hours. Very, very frustrating. In exasperation, I saw no other option but to cancel, which I did last week. Youd think that this was the end of it, but early this morning there was an email reminding me to pick my choices (WTH?) Then I get a text outlining the meals chosen for me if I didnt make my own choices. By the way, the text did address me by my correct name but when I responded, again I was ***** Yesterday I got six meals I didnt not order, but not the four meals I did order. Unbelievableit goes on, but you get the gist.

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair 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 placed an order for meal delivery to my home and they provided a date and time window for delivery. Their website specifically says "It's perfectly normal for the gel packs to arrive partially thawed. Theyre designed to slowly thaw and keep the contents of the order at a safe, refrigerated temperature. Our packaging has been carefully crafted and tested to perform well across various climates and seasons, ensuring your meals stay fresh." and their FAQ says you don't need to be home when it is delivered. My food (which was meals including meat and seafood) was delivered when I was at work. It was not sitting outdoors, it was in my building's climate controlled package room. When I got home, I found that there was only 1 ice pack in a bag with 8 meals, and the ice pack had ripped open and was leaking gel, and the meals were at room temperature. I contacted them and they agreed it was not safe to eat the food. They said I need to be home when the food gets there, which contradicts their website. I asked for a refund and they refused to refund me. They only offered a credit, which is not useful for me because I can't be home when it is delivered. Their website is misleading, and they agreed their product was unsafe to consume and would not refund me.

  Customer Answer

  Date: 04/06/2025

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