ComplaintsforMarley Spoon Inc.

• 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,
  
  *****************************
  
  
  
   
  

  
  

• Initial Complaint

  05/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was sent a box of food that I didnt order I contacted customer service immediately Ignored my concern-told me Id have to eat food and pay 5 days later, another rep called. Aggressive, rude, would not listen, pick up box or reverse charges

  Business response

  05/05/2023

  Hi *******, thank you for your message.
  
  *************************** & Marley Spoon is a weekly subscription-based service, which is communicated on our website and in our correspondence.
  
  We offer our customers the opportunity to skip deliveries in the settings of their account at any time, in advance, and there is also the option to deactivate the subscription at any time after sign-up should they only want to receive the first box. What we also offer is the chance to choose recipes in the account so if a customer doesn't want a box or doesn't like the options available they can change them.
  
  If neither of the above actions is communicated to us to complete or done by the customer at home before the procurement deadline, then a box with pre-selected options will be sent out as part of the weekly subscription.
  
  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.
  
  In this circumstance, as you did not implement any of these actions to skip or change the order, or cancel the subscription before the deadline, we, unfortunately, cannot offer you a refund.
  
  My sincere apologies for any inconvenience caused. 
  
  Best regards.

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Jan 7 2022 i was hired by Marley spoon in ***** ********** and was told that I would have full medical and that the company would pay for it on Feb 2022 i was then being charged for medical in the ***************** in which they pay for there benefits i was being charged 61 dollars out of every week paycheck from February 2022 til June 2022 in which I was not remreimbursed for the amount the company took from me i have asked the company multiple times in which I was told they couldnt help me so as of February 14 2023 i am not longer an employee as they terminated me please help me

  Business response

  03/24/2023

  Hey *******. I appreciate your feedback. Please accept our sincere apologies in this regard. The fulfillment center in ********** has already received your comments and information, and the human resources will be in touch with you soon. Please contact us again if you have any other inquiries; we'll be pleased to assist. All the best!

• Initial Complaint

  03/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My first Marley Spoon order, charged 1/26/23, arrived missing the chicken needed for one of the ingredients. I emailed **************** and was credited $7 to my next order. The second order, charged 2/14/23, arrived with a package of fish opened and half of the fish sticking out. I emailed **************** to alert them of the issue. At that point, I decided to take the third order since it was already in process, but I went ahead and canceled any future orders. I received an email response from **************** saying they had given me a $10 credit to my account to use on any future orders, if I decided to ********** my account. The third order, charged 2/21/23, arrived and the ***** driver refused to leave it with me because it smelled so bad he said he was going to ship it back to the company because there was no way the food could be consumed. I looked at the box, which was damaged and could smell it without even getting close to it - it was terrible. So I signed for the box to be returned. I have emailed **************** twice about getting a refund for this box, as well as the $10 for the damaged fish from the last box (that was credited to my canceled account) and haven't received a response.I would appreciate a refund since I don't enjoy paying money for food that I don't actually receive.

  Business response

  03/03/2023

  Hi, thank you for sharing this feedback with our team. I have gone ahead and requested for a member of the ******** Communications team to reach out to you as soon as possible so this matter is properly reported and followed. Thank you for your patience and understanding. Best!

  Customer response

  03/08/2023

  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

  02/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tried their delivery meal system. Was told that I could cancel. Was unhappy all the vegetables and fruits were frozen (40 below the night before). Canceled the subscription service the next day. Still received food the next week and was charged $220 more dollars. Called their customer service and someone that answered just kept telling me the same sentence like it was in a manual and that was their only response. Very unhappy and feel like Ive been scammed. ******

  Business response

  02/23/2023

  Hi ******, thank you for reaching out. *************************** & Marley Spoon is a weekly subscription-based service, which is communicated on our website and in our correspondence. We offer our customers the opportunity to skip deliveries in the settings of their account at any time, in advance, and there is also the option to deactivate the subscription at any time after sign-up should they only want to receive the first box. If this action is communicated to us to complete or done by you at home before the procurement deadline, then a box will be sent out as part of the weekly subscription.  Upon carefully reviewing this situation, we confirmed that you cancelled your subscription on February 2nd. On this same date, the billing for your February 8th order took place. You can skip your orders until the 7th day prior to your delivery date, which would be February 1st, by 11:59 PM. 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. In this circumstance, as you did not implement any of these actions to skip or change the order, or cancel the subscription before the deadline, we, unfortunately, cannot offer you a refund. Please feel free to reach out to us at any time if there's anything else we can assist you with. All our best.

• Initial Complaint

  02/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I downloaded the Marley Spoon app. I created an account. I reviewed some of their meal offerings, but did not submit an order. My bank was charged *****, which I have disputed. The next day, i receive a text from Marley Spoon saying my "order" has been boxed for delivery. Immediately I phone Marley Spoon customer service, *****. I ask her what they were shipping me as I had not finalized an order. She said I did and i would continue to be billed weekly. I asked her not to deliver anything as I had not ordered anything. I asked her to cancel my membership at once. I asked her to reverse the charge of ***** made to my bank account. She said she would cancel my membership but there was nothing she could do to cancel the delivery of "the order". I asked to speak to a supervisor. She informed me it would take up to 24 hours for 1 of her 6 supervisors to call me back.This is a predatory app created solely for the purpose of ripping off as many gullible people reeled in by the name ***************************. Maybe she didnt spend enough time in prison the first time to have learned a ******* I am a 67 year old semi retired caregiver who gets 805.00/month social security. *************************** is not on my listvof payees.

  Business response

  02/01/2023

  Hi ******, thanks for reaching out. We're sorry for the experience that you've had with our service, this is not the experience that we strive to provide for our customers. We offer our customers the option to view our menu, without making any commitments or inputting any personal information, up to 4 weeks in advance. When you sign up for our weekly subscription, you are automatically enrolled in weekly deliveries. There is an email address that is also sent as soon as our customers sign up to inform of this. Unfortunately, given the fact that the account was not cancelled, and we were not contacted prior to the order entering the production process, we are unable to issue a refund. Furthermore, our case managers work on the cases received in the order that they arrive. Getting back to our customers is of the utmost importance, however, it is not always possible to get back to our customers right away, given other responsibilities that they are also attending to, to ensure our service is always improving. We truly are sorry for any inconvenience caused by this, rest assured that your feedback will be sent internally to our team to ensure that our processes are improved. If there is anything else with which we can assist you, please don't hesitate to email us at *********************************** chat, ******** chat, or speak with an agent at ************. All the best.

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I did not receive the box . I called the carrier and they advised me they would not be able to help resend a box or refund , when I asked for a manager I was told there is not one to speak with

  Business response

  01/11/2023

  Hi ********, thank you for reaching out. We're extremely sorry to hear about your experience with your most recent delivery. Upon reviewing your case and account, we were able to see that your address wasn't updated before the cut-off for your January 9th delivery. Also, an email was sent to the email associated with your *************************** & Marley Spoon account on December 30th informing you that you would receive a box the following week and giving you the option to update your box and change the address up to 6 days before your delivery day. We also confirm that your address was updated for future deliveries on January 10th, by one of our agents, as per your request. Our records show that a case manager has called you, left a voice mail and emailed you after. In conformity with the decision of the case manager, unfortunately, we're also unable to provide the refund for this order, nor resend a replacement, as we give you the possibility of editing every detail of your orders, including the delivery address, on your account. Please feel free to reach out to us at any time if there's anything else we can do to help but, yet again, we want to extend our apologies over this experience. All our best.

• Initial Complaint

  12/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was subscribed to Marley Spoons weekly delivery service. My meal box was delivered to my backyard for unknown reason and without notification, not found by ** until over 24 hrs from delivery. I have contacted marley spoon about this and other issues but was given no solution and further attempts to reach out have been ignored. I want a refund for the $75 meal box that was entirely unusable. There was video from our security system showing the driver dropping the box in the backyard.

  Business response

  12/12/2022

  Hi ******, thank you for reaching out to us. I'm so sorry to hear that your delivery instructions weren't followed on your November 2nd delivery, which led to you only finding the box on the following day and its contents were no longer of great quality. Your feedback was passed internally to our logistics team and to the shipping partner. To make up for the inconvenience caused, I have gone ahead and issued a $75.93 refund back to your payment method, however, this may take up to 7 business days to reach you. If you need any additional assistance, don't hesitate to reach out to our friendly customer communications team. All the best!
  

• Initial Complaint

  11/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My box arrived unusable. I had four recipes and the meat packet for one of the recipes was opened, so raw meat juices spilled all over the produce. The boxes should be packed better and the meat packages need to be better sealed and separate from produce to ensure this doesnt happen again. I was only able to use 1 of the 4 recipes I ordered, and for that recipe I could make, some ingredients were missing! It was very frustrating and messed up my meal planning. I reached out to customer service and its been multiple days with no response. I get that they are unusually busy, or whatever they claim, but I would like a refund since I cant even use the products. What a waste of unusable food, and I will not be trying Marley Spoon again

  Business response

  11/23/2022

   Hi *****, thanks for your feedback. We are really sorry for the damaged and missing ingredients. We have passed your comment to our procurement and production team to make sure it may never happen again. Furthermore, we have also refunded the initial payment of $46.58. It may take up to 7 business days to show in your account. We are sorry for the inconvenience caused by this. Please contact our customer service through the live channel if you need any further assistance. All the best.  

*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. ↩