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:05/21/2024

  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 May 15, I changed my order day to a Sunday and selected my meals. (I changed the day because I am going out of town on 23 May so needed my meals earlier.) I processed the order and was charged as expected. I then went back into the app to make sure I only had meals set for Sunday. The website showed upcoming delivery dates of 19 May (Sunday), 26 May (Sunday), and 2 June (Sunday -- though the menu wasn't available yet as usual). My meals arrived as expected on Sunday. But I also had a random order of meals show up on Monday. I cannot eat them all as I'm leaving town, and they aren't even meals I would have selected, esp. given allergies. And, most of all -- I didn't order them or authorise them. I intentionally went into the app to make sure I wasn't receiving a Monday order anymore. The first person who responded to my query, ******, said he wouldn't refund me. Please fund me the $62.84 for the meals I neither authorised or ordered (nor were they even showing in my account as arriving).

• Initial Complaint

  Date:05/06/2024

  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 ordered from this company about 10 weeks ago for the first time. They forgot one of the meals and didnt issue a refund. I initially didnt complain because I received the meals at a heavily discounted price. However I paused for 8 weeks with the company and forgot about them. I received a text saying they were going to ship an order out. I sent them a message back telling them to cancel my subscription. Instead of canceling they pause my subscription. After I set the cancellation request they are not unauthorized users of my card. They charged me today and are refusing to refund me my money. Just like they refused to cancel or refund me for a product I didnt receive. Fraudulent actions are being done by this company. Beware, I will never use them again.

  Customer Answer

  Date: 05/31/2024

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

• Initial Complaint

  Date:05/01/2024

  Type:Sales and Advertising 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 had $52.60 deducted from my bank account and when I emailed the company because I do not have an account with this company. They confirmed via email that I do not have an account and said the dispute was with my bank. When I tried to call the company I was redirected to the support email which I already contacted.

  Customer Answer

  Date: 05/01/2024

  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:04/22/2024

  Type:Order 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 complaint against CookUnity regarding their unsatisfactory response to a recent food delivery issue. On April 15, 2024, I received a delivery from CookUnity where the ice pack had ruptured, causing the gel contents to leak onto the food packages and my floor. Despite clearly explaining the situation (concerns about food safety and time spent on cleaning up the viscous gel), providing photographic evidence, and offering to send all unopened meal packages back, CookUnity's customer service response has been unacceptable.The key issues are as follows:1) Food Safety Concerns Dismissed: The gel from the ruptured ice packs soaked through the meal packaging, potentially compromising the food. While CookUnity claims the gel is non-toxic, consuming food that has been in direct contact with this substance raises legitimate safety concerns that were brushed aside.2) Inadequate Resolution Offered: After multiple email exchanges, instead of offering a full refund or replacement for the damaged items, CookUnity only provided a 50% discount on my next order. This is an insufficient resolution given the extent of the issue and the potential health risks involved.3) Lack of Accountability: Throughout the email exchange, CookUnity failed to take full responsibility for the situation, repeatedly downplaying the severity of the issue and failing to provide a satisfactory solution.I have been a CookUnity customer for nearly a year due to the convenience of their interesting and delicious meal options, but this experience has severely undermined my trust in the company. Food safety should be their top priority, and their response to this incident has been alarmingly dismissive. I am requesting that CookUnity provide a full refund for the compromised order, as well as assurance that they will improve their food handling (how was it ok to send a defective ruptured ice-pack in the first place?) and customer service practices.

  Customer Answer

  Date: 05/16/2024

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

• Initial Complaint

  Date:04/03/2024

  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 began ordering cook unity 3 weeks ago. I got my third delivery yesterday 3/31/24 at 5:55 pm. When the food arrived the driver was lost for the third time. I had to walk to "J" building to find her, this is every single time after I made multiple complaints and verified on a map where we are. It's strange that NO other delivery drivers can't find out apt, only cook unity.The order said would arrive at 2:00. It arrived at 6 pm, and when tested with a new food thermometer ALL food was found to be above 65 degrees and deadly to eat or serve my child. I took pictures and contacted cook unity. They do not care. They keep giving me a credit for more spoiled food that is in the drivers car in a mesh sack with one tiny ice block for SEVEN hours. Cook unity is essentially starving our family. I gave them all the money we had for food, they gave us poison, and then won't give the money back, only a credit, so we will go without food this week because of cook unities practices.

  Customer Answer

  Date: 04/27/2024

  At this time, I have been contacted directly by CookUnity LLC regarding complaint ID ********, however my complaint has NOT been resolved because:

  They have not refunded all money lost. They gave a credit for one purchase and won't return the money. I can't use the credit because their food is spoiled. So it's lost money. 

   

   

   

   

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

  Sincerely,

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

• Initial Complaint

  Date:03/29/2024

  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.

  Today my **** of america credit card was charged $38.65 by CookUnity. They said I did not order and they were sending me meals they chose. I have received no meals. They have fixed my account with them so that I can not get access. Not one page I I can find to try and change my address or cancel my credit card...They show meals sent to ******** but I am in *******. I am pretty sure this is a scam.

  Customer Answer

  Date: 04/24/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding CookUnity LLC has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  Date:03/28/2024

  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.

  They falsely advertise a service. They market themselves as a meal replacement service which you can receive once a week and it makes it seem that you can replace meals for the week. I purchased the second smallest package receiving 8 meals per week, The second shipment I received I noticed that the food did not taste right and it prompted me to look for a "best by" date. The product was expired. I contacted the company and they advised me that the product only has a shelf life of 3-5 days. Again this is a meal replacement service for a week. I asked how they could sell me a product knowing that it will expire prior to me reasonably being able to use it based on their own marketing model. They did not care and offered zero solutions to help including refusing to cancel my next order which would not ship out for another 3-4 days. Their only attempt at an apology was to offer a discount for my next purchase. They offered this after I advised I already cancelled my subscription and accused them of only caring about taking as much money from the consumer before they realize they are being scammed. I believe this is a serious issue and should be looked at for potential fines against the company as they are marketing food for sale with the consumer expectation that its safe yet knowing it will expire before some of it has yet to be consumed,

• Initial Complaint

  Date:03/25/2024

  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.

  On March 17th CU ****** reached out to let me know they were going to close my original account so I could register a new account and get a teacher discount. The original account was closed by CU, not me and when I went to set up my new account, I realized there were fewer selections and lesser quality food. When I contacted support, the reply was I was getting an economic meal plan. Why would I subscribe to an economic meal plan? In the meantime, CU deducted a payment of $120 from the original account of which I had no access to (as it was deleted on CUs side). There was NO account. I dont want a lesser plan- which is deceitful and not a gift discount to teachers and first responders. And there was no way to know CU was going to charge me for an account that no longer exists. And the amount was more than I have ever spent $120. I have no idea whats coming because I cannot see a deleted account by ****** at CU! Thats ridiculous.

  Business Response

  Date: 03/25/2024

  Hi ****** - thanks for providing this feedback. We are so sorry about the trouble here! Your input is valued as we work to improve and we have shared your thoughts with our team. 

  Looking into your correspondence with our customer support team, I can see that we did issue a full refund for your $120 order. I hope this helps - we'd welcome the opportunity to serve you again in a future order!

• Initial Complaint

  Date:03/25/2024

  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 canceled my order but cook unity still processed my card for an order that I don't want, I want my order to be canceled asap and request my money back, thank you.

  Business Response

  Date: 03/25/2024

  Hi *** - thanks for reaching out with this feedback. I am sorry about the trouble! As stated by our customer support team, we ask that you manage your own subscription to ensure you're only receiving orders you want. Keep in mind our menus are available at least 2 weeks in advance so you can plan ahead, and we'll always send an email and text message 24 hours before charging you to ensure you're notified. It looks like we also confirmed this information to you on 9/30/2023 after the same issue occurred. Unfortunately, a refund is not applicable as stated in our terms and conditions. Again, we apologize for the inconvenience and are happy to address any other questions or concerns. 

• Initial Complaint

  Date:03/22/2024

  Type:Delivery 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.

  I was given a ** of $225.. In Jan 2024 from friends for my Mothers passing. When first trying to use the ** my zip code indicated they did not deliver to my address. I emailed several times for a refund. They fixed the apparent glitch with my zip code so my order would go thru but not leaving me confident if they actually deliver to my area or not. I complained that when processing my order the system would not accept my ** as payment. They said to put in my CC and we wont charge your CC but when completing the order clearly my PayPal was being charged so I had to cancel the order. I gave CS my phone #,email and address to contact me and they just sent an email saying to process the order a CC was needed. This entailed many emails back and forth trying to resolve this issue spanning over a month. They never tried to call me or offer a refund. I mentioned I was going to contact the BBB.

  Business Response

  Date: 03/25/2024

  Hi ***** - thanks for providing this feedback. We're really sorry about the trouble - we certainly want this to be a seamless experience for you. Looking at your correspondence with our customer support team, I want to confirm the following:
  
  - Delivery to your zip code (*****) is available at this time and you will have no problems receiving meals

  - Our service is a subscription, so along with your gift card we do ask that you also add a payment method. Your gift card credits will always be charged first until depleted. 

  - When checking out during the sign up process, you will not be charged immediately. Our system will only charge you order 4 days before delivery. 

  - Unfortunately, we cannot refund a gift card back to the recipient, we can issue a refund back to the purchaser if needed. 

  I'll let our team know that you require some assistance in completing the sign up process and if you decide the service is not a good fit, we can issue a refund back to the purchaser of this gift. 

  Again, so sorry for the trouble - let's make sure you have the help you need!

  
  

  Customer Answer

  Date: 03/28/2024

  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:

  CookUnity fails to acknowledge that my Paypal account was being charged and the ** WAS NOT when placing my order. If a representative would like to contact me to help process this order so that my ** is being charged and not my PayPal account that is fine with me. I have previously given my cell # to Cookunity for help in processing the order but they refuse to call to resolve this issue.

   

   

   

   

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

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