ComplaintsforMarley Spoon Inc.
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Complaint Details
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Initial Complaint
07/14/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Marley Spoon - food was not packed well. Some items were spoiled upon arrival. Menus/recipes were *****. Had a very difficult time canceling my subscription. Not sure it's actually canceled. Email for marley spoon came back undeliverable. Called them. Was told I was canceled and would receive a confirmation email. I have not received. Beware.....something is not right with this food serviceBusiness response
07/14/2022
Hello ***, thank you for your feedback. Please accept our sincere apologies regarding the experience you encountered with us. We set a high standard for ourselves and are truly sorry to hear that standard was not met. Our customer sent you an email verifying your subscription your canceled, please make sure it's not in the spam folder. If you need any further assistance don't hesitate to contact us. Kind regards.Initial Complaint
07/05/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I was excited about this service, however, with the customer service treatment I have received I would suggest not ordering this kit.I ordered this kit a week ago with a code from their website. Earlier I had signed up and browsed but never purchased the subscription. My order was cancelled today less than a week from the first boxs delivery date and I was told that a member of my household had used the code and it cannot be used at my address.We never have used this kit before.I sat on hold with a rep for 30 minutes who told me that nothing can be done and I could reorder the kit at whatever the value of the latest code is.Predatory pricing hidden behind rules they make up. Purchase this kit at your own risk.Business response
07/05/2022
Hi *******, thanks for leaving this feedback. We're sorry for the experience we've had with us but it seems that a case manager as already spoken to you about this and has resolved it. If this is not the case or you have anything else you need assistance with, please do reach out to our customer care team. Kind regards.Initial Complaint
06/15/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
The food delivery box I received in June 6th of 2022 arrived damaged. A packet of sauce had exploded all over covering all of the ingredients for the three meal "kits". Everything was covered in a very oily, greasy, red substance. Nothing was salvageable as was. All items needed to be thrown away. I contacted *********************************************** four times in an effort to get my purchase price refunded. They would only issue a partial refund as they stated I should have washed the sauce off of everything. That was not an option all of the produce flavors were contaminated. The total amount paid was $51.93. They offered a partial refund of $25.98, I would like to receive the rest of my purchase price refunded,Business response
06/15/2022
Hi ******* thanks for reaching out. I looked into this case for you, and I can see you've already spoken to one of our case managers. Generally, we credit or refund for the value of the affected ingredients because we want to allow our customers to be still able to prepare the meal with replacement items. Our credits are generous, covering not only the cost of the ingredients at market price, but also the minor expenses incurred while having to replace them. I can see that an exception was made with the refund offered to cover some of the unpackaged items that were covered by the sauce. As our colleague mentioned, our internal food safety department has assured us that the sauce is not a contaminant and all the food, both packaged and unpackaged, is safe to consume after rinsing. Unfortunately, I'm afraid we're unable to offer further compensation in this case. Feel free to reach out to our customer care team if there's anything else we can assist you with. All the best.Customer response
06/16/2022
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]
My order was not properly refunded. The only compensation offered was not 100%. The amount of damage that occurred to my original order was 100%.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Initial Complaint
03/09/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unresolved
I want to share the experience I had while ordering for ****** Spoon. I had my orders skipped thru mid April. I checked to confirm that just a few days ago. Today, 3/9 , I received a box from them that I did not authorize. Moreover, there was never any notification sent to me that I would be receiving a box, lie all meal services send about a week prior to box being sent... I am not sure what happened to my skipping meals being reverted , but given this email fiasco, I am no longer surprised. Either there is something wrong with their backend, or they are simply employing predatory practices in their business model.Me trying to resolve this with customer service did not work out, even though the rep admitted there was an issue with notification emails. I am attaching a chat transcript here. Reading thru complaints here, I can see that I am not alone with my issue, and others have had boxes delivered after having subscriptions cancelled etc. My understanding is, as per terms I should receive email notifications for order being prepared, shipped, canceled, etc.I did not receive a confirmation even after having subscription canceled today. So if they say they have 'no record' of something, the credibility is quite low. Regards,***************************.Business response
03/09/2022
Hi ******* thanks for your feedback. I'm so sorry to hear about this experience. We hold ourselves up to a high standard and it's disappointing to hear that you've experienced these issues. I can see one of our customer care experts is already following up on your case, but please feel free to get in touch again if you have any further questions. All the best.Customer response
03/10/2022
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:This is really mind boggling that the company that claims "We hold ourselves up to a high standard", provides this canned, generic non-response.
Yes, I did receive an email from customer care, claiming that the reason for me not getting notification emails is because I un-subscribed from them - again, not true, and I mentioned that in my response.
And, my original issue is getting a box that I did not authorize, since I had my deliveries skipped thru April. Then, the other question was why I was not notified last week when they went ahead and charged my credit card, that a box is being sent out the following week.
The response to all that from the company is that they show my delvery was not skipped for this week (not true) , and the reason I was not notified, is because I chose not to be notified (I would never do that, why would anyone choose not to know if a delivery is headed their way?!)
So this is a non-response. I am looking for a refund, and hoping I will not have to go thru my credit card company.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Business response
03/10/2022
Hello ******* thank you for your feedback. Please accept our sincere apologies regarding the experience you encountered with us. We set a high standard for ourselves and are truly sorry to hear that standard was not met. If you need any further assistance, don't hesitate to contact our friendly customer care team. All our best.Customer response
03/10/2022
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]
This is not a response by any standard, not just high standards that the company claims to hold themselves to.
they employ shady deceitful practices. While their food is generally good, the customer service will be its downfall.
They send unauthorized boxes, and come up with nonsensical excuses to not make it right.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Initial Complaint
02/24/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order with this company and received our first box. Everything appeared fresh the only issue was the salmon was leaking juices everywhere. The next day my husband gets word he might be deploying (military fam) so I went in to cancel our next order as I dont need food for 4. I reached out Wednesday the 23 through the website as well as through an email. The site states you may cancel anytime 5 or 6 days depending on your area. However after speaking with two customer service reps I was told it needs to be 7 days in my region. My next order was not due to ship until the following Monday the 28th. The rep stated my order was already being prepared. I would like to cancel my order and receive a refund as I canceled within the time frame I was given from their website.Business response
02/24/2022
Hi **** ****** for reaching out. We are truly sorry to hear about your recent experience with us. ****** again for flagging this and we have forwarded your feedback internally, a member of the customer care team will be reaching out to you about this matter soon.
All the best.Initial Complaint
11/23/2021
- Complaint Type:
- Order Issues
- Status:
- Answered
Hi, I tried *************************** meals. They came with a number of rotten, broken ingredients. I contacted the customer service and they said they would refund me the price of the bad ingredients. The refund was not applied to my account and I didn't get a refund. Also, they would send me boxes I did not agree to purchase.Business response
11/23/2021
Hi ***** thank you for the feedback provided and we are very sorry to hear that you had this experience with us. I can see that our customer communications department has helped you further but if you still need any assistance don't hesitate in contacting us at *********************************** via chat, ******** or ******** We would love an opportunity to compensate you. All the best,Initial Complaint
10/12/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Hi, I want to highlight the experience I had while ordering for Martha Spoon. I made an order for Marley spoon last month for which I received cancellation email which I am attaching here. 2 days back, I was charged for delivery which I did not authorized . I immediately contacted customer support to enquire for the charge and i was surprised to know that this is for a upcoming order which I did not authorized. I was told that I reopened my account which i never did. As the order was not shipped, I requested multiple times to cancel the order which was not done. I have attached the complete chat conversation as well. Most importantly, as per terms I should have received email before the charge. I never received.Business response
10/12/2021
Hello ******, thank you for your feedback. Please accept our sincere apologies regarding the experience you encountered with us. We set a high standard for ourselves and are truly sorry to hear that standard was not met. Upon further investigation, it seems like your order was fully refunded and a member of our customer care team has already reached out to you yesterday regarding this matter. If you need any further assistance, please make sure to contact us. All the best.
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Customer Complaints Summary
50 total complaints in the last 3 years.
19 complaints closed in the last 12 months.