ComplaintsforMarley Spoon Inc.

• Initial Complaint

  02/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I decided to subscribe to Marley spoon. An online food delivery. I was trying them because I had a discount for first timers. Box 1 I did pick these meals. When I opened the box there was quite a bit of blood which had leaked from the steak. I also had missing items for the meal making. I contacted and told them. They reimbursed $11 to use on next box. Box 2 missing items. I contacted them again. I was told it had been canceled the subscription. Then on feb 7 I was charged a large amount for next box. It was supposed to be cancelled. This is why I received meals I didnt order. I contacted them. They were unwilling to do any further. They made sure it was canceled. I did tell them their policy and procedure was not being followed by them, but they were attempting to hold me to it. 3 boxes and all had issues. I want my money back. Plz help

  Business response

  02/13/2024

   Hi *******, thanks for your feedback. We're sorry for the experience that you have had with our service, this is not what we strive to provide. On our end, we can see that your case has already been handled by one of our case managers. Don't hesitate to reach out, should you have any other questions in the meantime. Kind regards,

  Customer response

  02/29/2024

  I am rejecting this response because:   

  They closed the case without taking care of the issue because they were unwilling. It just again proves as customers we must abide by policy and procedures, but as the company, do we say not as we do. Its a shame. Mo ey was taken from account and bad food sent. It happened 3 times. Thats it in a nut shell. They will never stay in business like this. 

  Business response

  03/01/2024

  Hi *******,

  Thanks for reaching out.

  Marley Spoon is a weekly subscription-based service, which is communicated on our website and in our correspondence.
   
  When you first sign up with Marley Spoon, the first order is placed and billed immediately. This is done, so that your payment details can be saved and used for every following box. Following on from this, we bill each order on a weekly basis, 7 days before your delivery date.
   
  When we process the payments, not only do we issue a manifest to our food suppliers with the precise number of ingredients to source for thousands of boxes but we also pay them to ensure they will source your items in a timely manner.
   
  Our procurement deadline is in the terms and conditions of our service. Once this date has passed we purchase the ingredients from our suppliers and pay for shipping, which is the reason we give out the deadline to our customers. Once this date has passed we can no longer cancel or process a refund for an order.
   
  When you entered your personal information and payment details, you enrolled in the subscription and signed up for weekly deliveries.
   
  Please keep in mind that the cut-off for your future orders is 7 days before your delivery day.
   
  My sincere apologies for any inconvenience caused.
   
  All my best,

• Initial Complaint

  01/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello,I'm being charged on my credit card for a service called marley spoon. I've never signed up for any service on my credit card and I'm very disappointed and I want my money refunded immediately to my credit card since I never signed up for this service nor did I give you my credit card to charge. I don't know how you got my credit card information to start charging it They claim I signed ** in early 2021 and then paused my subscription for 3 years. The credit card of mine they are charging is expired, so how are they charging an expired credit card. No service lets you stop charging for 3 years. I asked them for proof that they claim I paused my subscription for 3 years and they are unable to provide any. It's against FTC rules to charge a credit card that is expired. I don't know how they are doing this though

  Business response

  01/25/2024

  Hi ******, thanks for reaching out. We totally understand your point and apologize for the experience. After having a look at your account, we can definitely see why this happened. Back in August 4th 2021, your account was paused until December 1st 2023. While we totally understand that this might have been a mistake, when pausing your account, the account will automatically resume once this period is over, which is why this happened. While the card may have expired, we would advise you to reach out to your bank on how the payment went through regardless. Nevertheless, after discussing with our legal team, we are aware that a case manager has already reached out to you, on January 12th and has already resolved this issue, by refunding you for these boxes as an exception. Since this issue has already been handled, please feel free to reach out if there's anything else we can do to help. All our best.

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I canceled my Marley Spoon subscription on or around January 1, 2023. At the time of cancelation, one box was en route to me, and I had one day remaining to edit the next box. The cancelation prompt led me through several questions. I did not feel the need to provide additional information regarding my desire to cancel. I clicked "ignore." There was no indication or information that failing to answer questions would not cancel the subscription. I checked my bank account this morning, and Marley Spoon charged me $77.93 on January 3, 2023. I am requesting a full refund of the $77.93.

  Business response

  01/18/2024

  Hi *******, thanks for the feedback. I have looked into your account and I can see you canceled your subscription on 1/4, which was after the cutoff for the 1/9 order (which was until 2/1 at 11:59 pm). The cancelation confirmation email explains that the last order will be on 1/9. 
  
  As explained in the terms, 
  3.2 You can skip or make changes to your order up until the cutoff time for that order. The cutoff time for your order is dependent on the zip code of your delivery address, and it may be up to 6 or 7 days before the date of delivery. The hour of the cutoff time is 11:59pm in the time zone in which you are located.
  3.4 Cancellation or pausing of your membership after the required cutoff time will result in a full charge for unskipped orders.
  
  However, I can see that you reached out to us on 1/4 requesting to cancel the order for 1/9, to which we already responded via email by canceling the order for 1/9 as an exception and refunding $77.93. Please feel free to contact our customer service team if we can help with anything else. Kind regards,

• Initial Complaint

  12/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I never received my delivery. **************** stopped replying.

  Business response

  12/16/2023

  Thank you for reaching out.
  
  After looking into this, we can confirm we received your complaint regarding the box not being delivered as well as the request for the account to be stopped. 
  
  Both requests were complied with and on Thursday, we sent an email advising a complaint has been registered with our logistics team. A refund of $64.74 was issued at the time and it should take no longer than 7 business days to show on your statement.
  
  On Friday a contact was made via chat, where the customer care representative also advised on the complaint, refund, and cancelation of the account.
  
  We have attached screenshots confirming the replies in which the refund and cancellation are confirmed.
  
  All the best,

• Initial Complaint

  11/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I looked into this, had to input my payment info and address to view the recipes, but never hit pay and actually never even completed ordering. However, this AM I was notified of a $119 charge to the company, and after much back and forth, they are giving me mixed information and not giving me my money back under the auspices of its a waste of food. Initially, they told me they didnt bill until someone hit pay, but that cancelling now would be a waste of food, and then the second email said that by inputting my info I was agreeing to subscription even though I hadnt even made any choices on foods. Utter garbage.

  Business response

  12/05/2023

  Hi! Thanks for reaching out. Upon checking, an account was successfully created on Nov 15th. We even sent a confirmation email that you have subscribed to *************************** & Marley Spoon and you will be charged on 18/11 for the first order which will be delivered on 11/21. Since the account was active and only was canceled on 11/20 the day before the delivery. We can understand how frustrating this can be, but to better explain to you why we can't cancel on such short notice, I'll clarify that we do not hold a food surplus in our warehouses. When we process the payments, not only do we issue a manifest to our food suppliers with the precise number of ingredients to source for our boxes, but we also pay them to ensure, they will source your items in a timely manner. By no means it is our mission to send out unwanted boxes to our customers but given the time the request was made the order was already in procurement at the last stage. At this point unfortunately, we are unable to cancel and refund this order as stated in the Terms and Conditions as well. If you have any questions or comments, please do not hesitate to contact us! All the best. 

  Customer response

  12/07/2023

  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:

  [Your Answer Here] just because they feel my account was created successfully does not mean that it was communicated to me in the website. When they stated they notified me of the account creation on 11/18/23 was the same date I realized I was billed and then tried to have it resolved with the company first. Since they did not resolve it and gave me conflicting answers that day, I proceeded to cancel the account and file with PayPal and the BBB.

  The date I was looking at the materials was 11/15/23. If my account was created at the time of browsing meals, it should have been created on 11/15 and not 11/18 as they are stating. I have including the browsing history from 11/15, after which I decided the meals would not meet our needs and I had not completed selections or okd my billing/payment agreement. Im glad we dont have any serious food allergies as they sent us food with gluten, dairy, citrus, and tree nuts. This could have been a very dangerous problem. 

   

   

   

   

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

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

  Customer response

  01/02/2024

  I dont have any email from 11/15/23. I do have an email from 11/17/23 confirming being on the mailing list after providing my email which was required to even view anything on their website. I never received a confirmation of purchase until after I was billed and I never clicked anything confirming food choices. 

  Business response

  01/23/2024

  Hi *****, thanks for your reply. We've reviewed your account once again, and we can see that just as we mentioned previously, on November 15th, an email was sent after you created your account with us, which gave you a quick explanation of how our service worked, as well as advising you that your billing date for your first box, would happen on November 18th. We're afraid since your account was left active during this period, until it was canceled on November 20th, your very first box was processed and billed, to be delivered on November 21st as expected. As we previously explained throughout our previous communications, we're afraid we're unable to offer a refund for your very first order due to these circumstances. We appreciate your understanding, and please feel free to reach out, if we can help with anything else.

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went online just to see the variety of meals that they had and the first thing that they asked me to do was put in my credit card information. I didnt think anything of it so I went through and just looked and realized there wasnt anything on there that I would be interested in and the next thing I know I come home and there is a Marley spoon box on my front porch with three meals in it that did not interest me at all because I did not choose them Also, when I exited out of the application, it did not tell me you know thank you for your order or your order is confirmed continue to check out nothing it just automatically took my debit card information and sent me the product which I did not authorize I did call customer service and they ref to give me a refund. They told me that I received email notifications which I dont recall getting any of those but they did stop the subscription, so Im very unhappy about that about not being able to get a refund. It was only 40 bucks but still thats not the point

  Business response

  10/05/2023

  Hey *****, thanks for reaching out. I'm really sorry to hear about this. I do want to clarify that, in order to have a look at our menu, you don't need to sign up. You can always access our website and click "View menu" at the very top. To explain what happened, when you sign up with us, we bill you for the first box, so we can verify your payment method. Since our membership works as a membership, the account remains active until you cancel. Furthermore, for the first box, even if you cancel, the order remains placed since it was already billed, which means you would have to reach out to us once you canceled, in order to stop your first order. You should have received emails on September 21st on how our membership works, as well as confirmation that your first order was on its way. Unfortunately, since this wasn't done, I'm afraid we couldn't do anything to stop the order and issue a refund. Please let us know if there's anything else we can do to help.

  Customer response

  10/05/2023

  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:

  [Your Answer Here]

   I did not authorize the purchase and I did not receive any email correspondence  

   

   

   

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

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

  Business response

  10/13/2023

  Hi *****, thanks for reaching out. I am sorry to hear that you did not receive a communication informing you about your first *************************** & Marley Spoon order. Upon review, I can see that an email was sent informing you about this order on September 21st, and then again on the 22nd. Under these circumstances, we are unable to process a refund for your first shipment, *********** For future reference, note that you can always see the menus without subscribing or providing any personal details by visiting marleyspoon.com/menu. We apologize for any inconvenience caused. Let us know if you need any further assistance. All the best!

  Customer response

  10/16/2023

  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

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  9/26/2023- delivery received I signed up on September 11th and immediately paused it. The reason being, that you can't see the menus until you sign up. I have been using hello fresh for years and was looking for something a little more complicated and challenging recipe-wise.The first issue I had, they insisted I was getting my first delivery on September 26th, whether I wanted it or not. I tried to tell them that I would not be in town for that delivery and they insisted on sending it anyway. I changed my schedule to be here for the delivery. The delivery arrived and I was at home when it arrived. I brought it in as soon as it was delivered. I noticed that the box was wet on the bottom corner. When I open the box and lifted the insulation I could immediately feel that it was room temperature. I pulled out a package of ground turkey and used my digital thermometer to check it and it was at 57. One of the insulation packs were sliced open and there was gel everywhere. Besides the meal kit, I added a few extras. The items that had to throw away because the box was at 57 are as follows, Four portions of ***** pie (crushed)10 oz sirloin steak 10 oz ground turkey 4 egg bites Packet of strawberry crepes 9 oz of cheese ravioli 3 and 3/4 oz of mozzarella And 2 oz of cream cheese. I engaged customer service with them multiple times and they refunded me $12. They said that was the market price of what I lost including my wasted time. They tried to blame the delivery company. The box arrived when it was supposed to undamaged on the outside. How could that be the fault of the delivery company?Between hellofresh and gobble I have always gotten such great customer service. Things happen and I understand that. I was really interested in having more of a challenging and gourmet meal service. I work about 50 hours a week and don't really have time for meal planning. This was an extremely disappointing interaction from beginning to end.

  Business response

  10/05/2023

  Hi *****, thanks for reaching out. We're really sorry to hear about this. To reply to your first point, you can certainly have a look at our menu without signing up. This is always available in our website, if you click "View menu" at the top. What happened regarding your first order is, once you sign up with us and chose your first box, we bill you so we can verify your payment method. Because of this, even if you try to skip the order or cancel your account, the order remains placed unless you reach out to us. With that being said, We're really sorry that the box was in this condition once it arrived. It certainly isn't up to our standards, nor is it the experience we wish you to have. We also want to apologize over the compensation amount. As mentioned to you previously, we generally compensate you for the value of the items that had to be disposed of and, in this case, we can see that this wasn't what happened. We've issued a refund for the remaining $29.56 back to your payment source. Usually, we let you know this can take up to 7 business days to reach you, depending on your bank's processing times. Once again, we apologize for what happened here, as it certainly isn't the experience we wish you to have. Please feel free to reach out if there's anything else we can do to help.

  Customer response

  10/06/2023

  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

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So Marley spoon had me put in my credit card information before I could look at these pre-packaged meals and when I put the information in it said nothing about charging me yet so then when I hit continue, they charge me for my meals before even let me pick my meals and I didnt even want to do it so I tried to cancel through the customer support team with them and they didnt do it and still sent my box its really unfair to scam people out of the money before they even know what theyre buying and *************************** should be held accountable

  Business response

  10/12/2023

  Hi ****! We're sorry to hear about the experience you encountered with our service. Note that *************************** & Marley Spoon is a weekly subscription-based service, as stated on our website. As per our terms and conditions, if you decide to sign up, we will collect the payment for your first delivery automatically in order to confirm the billing details linked to your membership, therefore, if you do not wish to receive your first delivery, this needs to be communicated to us prior to the cut-off deadline. Since this was not done, a box was sent as part of the membership. In this circumstance, because we were never able to cancel the delivery we, unfortunately, cannot issue a refund for the amount paid. For future reference, note that you can always see the menus without subscribing or providing any personal details by visiting marleyspoon.com/menu. Feel free to reach out to us through the usual channels if any questions arise. All our best!
  

• Initial Complaint

  09/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The delivery company that *************************** uses to deliver meals has vandalized my boxes on 2 occasions. In January 2023, the box had been opened and the package of steak was punctured and the blood was all over the food. In August the box was held by the company until 10 pm and the food was spoiled. Today September 5, 2023 the driver petulantly stole my box and placed it at a friends apartment at the complete wrong address, and they did this out of retaliation. They refuse to correct the error or provide any information for a police report of vandalism and theft. *************************** reports that it is "IMPOSSIBLE" for them to expedite a replacement box and they pretend they are remote and there are no supervisors.This is a huge let down and ***************************** company should have better control over employees and delivery companies.

  Business response

  09/06/2023

  Dear *******, thank you for your feedback and my apologies for the frustrating experiences you've had with the delivery service. Your concerns are certainly valid, and I understand the importance of receiving your orders in perfect condition and on time. I want to assure you that your feedback is being taken seriously, and we will do everything possible to address the issues you've raised. I apologize for the inconvenience and disappointment you've experienced, and I want to assure you that we are actively working to improve our control over delivery services and employee conduct. Your feedback is invaluable in helping us make the necessary changes to ensure a more positive experience for all our customers. Please reach out to us with your email address associated with your account, so that a specialist may be in touch to resolve your matter. You may email us at *********************************** or call us at ************ Monday through to Saturday. We look forward to hearing from you soon so that we may assist you personally with this. All our best!

• Initial Complaint

  08/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Marley Spoon was to delivery my weekly meal service on August 23. They automatically deducted $121.39 from my checking account on August 17. They acknowledged on the evening of the 23 by email that there was delay in my delivery and that it will be arriving a day late. This is not uncommon for them as delivery issues have been rampant during my subscription period. That was the last I heard from Marley Spoon. The delivery never came. I have asked for a refund via email four times. No response and no refund.

  Customer response

  08/30/2023

  Better Business Bureau:
  
  complaint ID ***************************** has refunded my money. No further communication has been received but I am happy to have my money back. 
  

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

  
  

*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. ↩