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:05/20/2025

  Type:Service or Repair 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 ordered a Tovala oven from the selection on their website shortly after returning home from a Heart Transplant I did not open the large box received from Tovala when I first got it due to trying to get my life and my home back to livable standards . By the time I came across the box again I had forgotten that I had even ordered it. Excitedly, I opened it and I noticed it wasnt at all what I ordered. The oven I ordered was black with rose tone highlights. The one I received was a **** **** oven with black plastic k**** It looked like something from the nuclear age not something that would go into a modern kitchen.I tried to return it to the company which it was very hard to actually get a customer service representative on the phone, but they call back and left me a message, letting me know they would not be returning it because it was passed the return date of the item I purchased. It was not the item I purchased so very nice the problem. I was looking for a healthier and easier way to eat and instead this is now just giving me another headache Recovering up with a heart transplant is hard enough. Im also trying to do this while surviving on a minimal amount of disability and having very Ridgid guidelines of medication, vitaminsand nutrition. My monthly income cannot possibly meet all these needs.That is why I saw Tovala as a great solution. I could have a beautiful piece in my kitchen, which would cook the meals perfectly . I also would save money on groceries.Unfortunately, this is not how things turned out, and now I am stuck with a oven that looks like it belongs in a nuclear testing lab rather than a kitchen. And they left me messages saying that I will be responsible the full amount of oven that I have no use for.This company did not try to give me any other solution or alternatives or work with me in anyway.I would still love the oven I ordered

  Business Response

  Date: 05/26/2025

  Hi *****,
  
  Thank you for taking the time to share your experience, and we truly appreciate your patience. First and foremost, we want to acknowledge the challenges youre facing, especially while recovering from such a major procedure. We sincerely wish you strength and good health during this time.

  
  Weve reviewed your concerns regarding the oven you received and want to clarify the details of your purchase and the options previously offered.
  
  According to our records, your Tovala oven was purchased on December 3, 2024, as part of our Black Friday promotion, which included the Tovala Smart Oven (5-in-1 Air Fryer) in Stone Gray for $149 (MSRP $299), along with a 6-week meal commitment. With the promotional discount and shipping, your initial charge was $10.83, and youve completed 0 of the 6 required meal weeks.
  
  To clarify, we currently offer two oven models: The Smart Oven (Stone Gray), and The Smart Oven Pro (Black). We do not offer a black oven with rose gold or rose tone highlights, and we apologize for any misunderstanding around the available models at the time of purchase.
  
  Although your request came in after our 100-day return window, we made an exception and offered a return option and the ability to purchase the other oven model separately. Unfortunately, were unable to process direct exchanges for a different model.
  
  We genuinely understand your disappointment and the hope you had for this product to be a helpful tool in your recovery and lifestyle. Our goal is always to support our customers in a meaningful way, and were truly sorry this experience didnt meet your expectations.
  
  If youre still interested in the Smart Oven Pro, wed be happy to help facilitate that purchase separately. Please let us know how youd like to proceed, and well be here to assist you.
  

  
  

• Initial Complaint

  Date:04/11/2025

  Type:Order 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.

  My partner used my card to start a dieting program with this company. Ive contacted them to cancel it immediately within the appropriate timeframe before the order was processed, the company ignored my call without a follow up. Ive explained to management *****, what occurred to cancel the order before its shipped out. She stated the order will be processed then shipped anyways. I would like a full refund with the order canceled. I nor the situation was acknowledged by *****. Please do not have a form of contact if you will not follow up with customers, pretending as if we didnt contact the merchant in the first place.

  Business Response

  Date: 05/28/2025

  Thank you for reaching out through the BBB. We sincerely apologize for the frustration and inconvenience you've experienced with your Tovala order, and we appreciate the opportunity to address your concerns.
  After reviewing your account and communications with our Customer Support team, Id like to clarify the timeline and actions taken:
  On April 11, 2025, you contacted us via messaging to request cancellation of your upcoming meal delivery scheduled for April 14, 2025. Unfortunately, by the time we received your request, the order had already passed our internal processing deadline and could no longer be modified or canceled. This policy was communicated during your interaction with our team.
  In that same conversation, you also requested to return your oven. We promptly initiated a return and scheduled the pickup as requested.
  On April 14, 2025, you followed up with a request for a refund for the delivered meal order. We processed a refund of $221.82 on April 16, 2025, as well as the refund associated with your oven return.
  We understand how disappointing this situation has been and are committed to improving your experience. If theres anything further we can do to assist, please dont hesitate to reach out.
   

• Initial Complaint

  Date:03/27/2025

  Type:Product 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.

  My complaint is that I signed up and yes I got the first order of food but by the time I got it the food was no good.I canceled my account and am waiting for a label to return the oven.Its sad that they dont send a box for people to return the oven. I would like to be refunded $73.14 for the spoiled food.

  Business Response

  Date: 04/03/2025

  Hi ******,
  Thank you for reaching out. Weve received your complaint and understand that your experience with Tovala has not met expectations. I truly apologize for the inconvenience and the issues youve faced. Id be happy to help get this resolved.

  
  Upon reviewing your account, I can confirm that a credit of $71.94 was previously applied due to the delayed delivery that affected your experience. Since you've chosen not to continue with our meal plan, *** issued a refund of $71.94 to your original payment method. Please allow 35 business days for the refund to reflect, depending on your bank.

  
  Once again, Im sorry for the trouble this has caused. We appreciate you giving Tovala a try and hope youll consider us again in the future for a better experience.
  
  

  Thank you! 

  Customer Answer

  Date: 04/11/2025

   
  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.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:01/16/2025

  Type:Delivery 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 received my food 2 days ago but no oven. I'm gonna be out all of this money because my food is spoiling. Where is the Oven. No phone # to contact either. Very disappointed. I want my $ back for my food gone bad!

  Business Response

  Date: 02/02/2025

  Hello ******

  We are so sorry to hear that there was an issue receiving your oven. 

  UPS has marked the oven delivered on 1/16 at the side door. I also see that your oven has been synced to your account.

  If you need further assistance, please reach out by phone at ************, by email at *********************************** or via the chat option in the app.

• Initial Complaint

  Date:01/08/2025

  Type:Delivery 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.

  Ordered food delivery service it didnt arrive. The customer service agent said i would receive refund . I did not receive refund . They refused to let me speak to supervisor refused to call shipping partner. Told me to just wait. No food no refund. Im locked into a subscription that if i cancel i will be charged for the free oven that they provided. In order to return the oven i have to procure the shipping materials and return myself. All of this because they didnt deliver the meals. They are blaming shipping partner and suggested i contact shipping partner . Shipping partner directs me back to Tovala. They are blaming this on a nonexistent snow storm when tracking says merchandise is sitting in warehouse. Now they are going to deliver (possibly ) rancid food . And no refund. They just say its packaged with ice and i quote dont worry so now i have to go out and buy food and spend more money . 

  Business Response

  Date: 02/02/2025

  Hello ****

  We are sorry to hear about your delivery experience. It looks like we refunded you for the delivery you are referencing on 1/8/2025. The funds from that refund should have been available in 3-5 business days depending on your bank.

  Please let us know if we can be of further assistance.

• Initial Complaint

  Date:12/17/2024

  Type:Product 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 ordered an oven from this company and I never received it almost a year ago and I have been fighting with this company to cancel my contract, because I assumed they were fraudulent. They took ***** dollars out of my account November 2023. I never received anything. I called and called then December 16, 2024 they took ****** out of my account and closed my account immediately. I have been going back and forth with this company for a year. It's extremely hard to speak with a supervisor or talk to someone about this issue. They now say I have ****** worth of credit; I want a refund.

  Business Response

  Date: 12/31/2024

  Hello *******

  We are sorry to hear that you had an unexpected charge. I have take some time to review your interactions and have located an interaction that occurred on August 16, 2023 with the email address ********************************* & **************************. In this interaction the following occurred (see screenshot 1-4):

  1. You stated that you would like to cancel your meal plan

  2. We advised that we were not able to cancel the meal plan at that time due to your meal commitment

  3. You advised us that you were not interested in continuing to order meals as you had received a delayed delivery that contained food you could not consume

  4. We asked for more information about the meal order so that we could credit you accordingly as well as informed you of your options, however, we never received any response from you.

  I am not able to locate any further communication from you until December 16, ********************************************************* the above referenced interaction, you did not mention that you had not received the oven and confirmed that you had received meals.

  Further, I reviewed the communication that we sent to you. It looks like we notified you on 11/15/2024 of your outstanding commitment and our intent to charge you, per the terms you agreed to when you purchased the oven (see screenshot number 5). We sent reminders on 11/22 and on 11/29. The email that was sent on 11/29 was opened 3 separate times between 11:10 am and 11:12 am your time.

  We canceled your meal plan after you were charged for your outstanding commitment as is our process. As you were informed on 12/17, the $309.75 you were charged has been converted to meal credits that are currently available on your account. You can access your account at anytime to restart your meal plan. The meal credits will automatically be applied to your meal orders until they are exhausted.

  Please do not hesitate to reach out to ********************************** for further assistance.

  Customer Answer

  Date: 01/01/2025

   
  Complaint: 22701123
  
  I am rejecting this response because:

  1) *********** is not addressing the service and goods I never received.

  2) How were they able to take unauthorized funds out of my when the card ending in 5338 was canceled and blocks several months ago? It's against the law to enter a consumer account without his/her permission. 

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

  Business Response

  Date: 01/02/2025

  Hello *******

  At the time that you purchased the oven, you agreed to the terms and conditions of the promotion. They state the following:

  Promotional Commitment - Agreement to Order Six (6) Separate Meal Deliveries: You must order six (6) separate meal deliveries by the Commitment Expiration (the "Promotion Commitment"). If you do not order six (6) separate meal deliveries by the Commitment Expiration, we will bill you for the lesser of (i) the oven discount you received at time of purchase plus any applicable sales tax (which would void your Promotion Commitment), or (ii) the remaining deliveries you have not yet ordered (the difference between actual deliveries ordered and six (6) agreed upon deliveries-to-be-ordered) plus any applicable sales tax. If you are billed the amount corresponding to the remaining deliveries you have not yet ordered we will add the equivalent of those remaining deliveries as Tovala Meal credits to your account. (Note: Delivery box sizes range from 4-16 Tovala Meals. For each delivery box outstanding, we will only charge you for the minimum delivery size of 4 Tovala Meals.) These Tovala Meal credits will be automatically applied to any meal orders you make following the Commitment Expiration.

  When you reached out on August 16, you advised that you had received meals that you could not enjoy. You advised you wanted cancle the meal plan. We advised that we could not cancel the meal plan due to the meal commitment. You stated, "Ma'am I received rotten food, I do not want to use this service." We tried to collect more information from you as well as share your options with you (return the oven or buy out the commitment) but you did not respond to us and our ticket system solved your ticket due to lack of response. Further, you did not mention missing the oven at that time.

  We started sending email notifications of the impending charge for you outstanding meal commitment in early November. Read receipts have confirmed that the email was opened.

  You did not mention not receiving an oven from us until December, after you were charged for the outstanding commitment. Our terms of service state the following as it pertains to delivery issues, such as not receiving an oven or meals:

  30-Day Oven Delivery Investigation Window. Customers who have ordered a ********************** Smart Oven (any model) from ************************** have 30 days (until the 30th day at 9 p.m. CT) from the original date of oven delivery to contact Customer Support (via chat at ************************** or by emailing *********************************** about a Tovala Smart Oven that has been ordered, paid for, but NOT received at the oven delivery address submitted as part of a customer's oven order. After 30 days, we are not responsible for investigating, replacing, or redirecting a Tovala Oven that has not been received at the oven delivery address submitted as part of a customer's oven order. After 30 days, customers must directly contact the oven delivery carrier to investigate an oven that has not been delivered to the oven delivery address as part of a customer's oven order, or customers may choose to repurchase the ********************** *************************** allowed the charge to be processed. This is typical when a customer gets a new debit or credit card but their banking information (account & routing numbers) remain the same. The amount you were charged has been converted to meal credits that are available for use on your account at this time. You just need to restart your meal plan and select meals to use them.

  If you need assistance with your account or meal plan, please reach out to ************************************************************.

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22701123
  
  I am rejecting this response because:

  I just recently found out that I was charged for a meal package! Did you check the mailing service, because I never received a oven! I'm not paying for things I didn't receive. I will continue to fight until a reasonable solution can be brought to the table. 
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 01/08/2025

  Hello *******

  As we have mentioned, you confirmed that you did in fact receive meals, in at least 2 different emails to us, and in those communications you never mentioned not received an oven. Our terms and conditions to state that we must be notified within 30 days of this type of delivery issue.

  Further, your oven and meals are marked delivered to the same address. The address you stated you received meals at.

  We will not refund the amount your were charged to release you from the commitment that you agreed to when you purchased the oven.

  The amount you were charged, that your bank authorized, is available to you as meal credits. You just need to start your meal plan and select meals in order to use it.

  If you disagree with your bank allowing the charge, we would advise you reach out to them.

  Customer Answer

  Date: 01/20/2025

  Complaint: 22701123
  
  I am rejecting this response because: I have not received an oven from this company yet. They're not showing/mentioning all the correspondences and conversations I have had with them. Therefore, no solution has been made between us. I have been having issues of not receiving my mail/packages at this address. I moved here two week after November 15, 2023. I would like to solve this issue as soon as possible!
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 02/02/2025

  Hello *******

  
  As we have mentioned, you confirmed that you did in fact receive meals, in at least 2 different emails to us, and in those communications you never mentioned not received an oven. Our terms and conditions to state that we must be notified within 30 days of this type of delivery issue.

  We are not able to locate any communication about not receiving your oven. We would ask that you provide screenshots of the emails you sent or forward them to us.

  
  Further, your oven and meals are marked delivered to the same address. The address you stated you received meals at.
  We will not refund the amount your were charged to release you from the commitment that you agreed to when you purchased the oven.

  
  The amount you were charged, that your bank authorized, is available to you as meal credits. You just need to start your meal plan and select meals in order to use it.

  
  If you disagree with your bank allowing the charge, we would advise you reach out to them.

• Initial Complaint

  Date:12/05/2024

  Type:Customer Service 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 ordered Tovala meals with free oven. I have gotten sick twice from eating their meals. they did reimburse me the first time, I am supposed to buy six weeks of meals and I asked to get out of the contract and I am willing to send the oven back. I get no response from them and I dont wanna eat their food anymore.

  Business Response

  Date: 01/28/2025

  Customer was released from the ******* commitment, and an oven return ticket was processed. Any financial expense was reimbursed to the customer. Ticket was closed with no further action needed.

  
  

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair 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 ordered a Tovala oven before reading the reviews on BBB. I've tried contacting them to cancel it. Haven't received ANYTHING BACK from them. I just want it cancelled.

  Business Response

  Date: 12/04/2024

  Hello *******

  We are so sorry to hear that you are no longer interested in our oven and meal service as well as to hear about the experience of any frustration you may have had with this issue.

  I see that you reached out to us on Saturday(11/30) morning to ask that we cancel your oven order. It looks like we got back to you Tuesday (12/3) afternoon to let you know we weren't able to cancel your oven order but that we had started the return process to include canceling your meal plan to prevent unwanted meal orders. Apologies for the delay in our initial response; we do typically operate with faster response times, however, we are experiencing higher than usual volumes due to the holidays.

  We completed the return process Wednesday 12/4, to include sending over a return label and instructions for getting the oven back to us once it arrives. For your convenience, I am including the same information and label here-

  Please find attached your ***** return shipping label. When you add this to your box, please make sure that any other labels are removed. We ask that you return the oven within two weeks of receiving your oven to get a full refund, please let us know if you are unable to meet this deadline. When your oven arrives and is checked in at our facility, you will receive the refund back to your original payment method within 7-10 business days.

  We want to thank you for considering Tovala.

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22628084
  
  I am rejecting this response because:
  I have not received the label yet. Will update you when I receive it 
  Sincerely,
  
  ******* *****

  Business Response

  Date: 12/04/2024

  Hello *******

  It looks like you responded to our email containing the return label to thank us. I am re-attaching it here just in case.

  Please let us know if further assistance is required.

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22628084
  
  I am rejecting this response because: I have not received ANYTHING yet
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 01/28/2025

  The oven and meal order was cancelled within 48 hours, and full reimbursement was processed. Ticket was closed with no further action needed.

  
  

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22628084
  
  I am rejecting this response because:
  

  I have never received any refund 

   
  Sincerely,
  
  ******* *****

  Business Response

  Date: 02/02/2025

  Hello *******

  It looks like we refunded you for the $10.59 you paid for the oven on 12/18/2024. The funds should have been available within 3-5 business days depending on your bank. I am including a screenshot of your refund receipt. 

  Please contact your bank for further assistance.

   

  Customer Answer

  Date: 02/03/2025

   
  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.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:10/01/2024

  Type:Product 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 am filing this complaint against Tavola regarding a series of unresolved issues with their products and service. I initially had a positive experience with their food, but over the last two weeks, their service has severely declined, and despite multiple attempts to reach out for resolution, I have been completely ignored. Issues:My last two deliveries from ****** were extremely late. Most recently, the package arrived with the box open, and the contents looked as if they had been tampered with. This delay caused the food to spoil, which is unacceptable, especially for perishable items.The products in the latest delivery were in poor condition. The chicken appeared much smaller than what I had previously received, and the spoiled food was unusable. I have taken photos and videos to document this.I have made several attempts to contact Tavola through phone, text, and email, but I have received no response. When I checked the status of my complaints on their website, I was shocked to see that they were falsely marked as resolved. No one from the company has reached out to address these issues.I have repeatedly asked Tavola to hold or cancel my orders, but these requests have been ignored as well. I find this level of customer service unacceptable, especially for a company I am paying to deliver fresh food on time.I have a box full of spoiled food due to their delayed delivery, and it has been an incredibly frustrating experience trying to get any form of resolution. The sad part is, their food was enjoyable during the initial two weeks when I had no issues. However, the past two weeks have been a nightmare, and I now have no faith in their ability to provide a reliable service.I am seeking the following resolutions:- A full refund for the spoiled food from my last delivery.- Confirmation that my subscription has been canceled.- Assurance that no further charges will be made to my account.***** Burch ******* ************ **********************

  Business Response

  Date: 10/09/2024

  Hi Paula, 

  We have received your complaint and understand that your experience with Tovala hasn’t been ideal. I sincerely apologize for the inconvenience and issues you've encountered. I’d be happy to review your account and information to help resolve this matter.

  After reviewing your communications, I can confirm that you reached out six times between September 30th - October 1st. Because of the multiple contacts regarding the same issue, the tickets were merged, which may have contributed to the delayed response. Additionally, we were experiencing a high volume of tickets at that time, which impacted our response times.

  On October 2nd, our customer support team responded to assist you. The agent issued a refund for your 9/27 order due to the box being opened. Additionally, as you requested, we canceled your meal plan as of October 2nd, with your final delivery scheduled for 10/4, and provided a shipping label for returning the oven. We are currently awaiting the return of the oven to process the refund for its purchase.

  We apologize again for the delayed response and the negative experience with your 9/27 meal delivery. If you’d like to resume your meal plan, please let us know, and I’d be happy to explore options for you.
  

  
  

  Customer Answer

  Date: 10/16/2024

  Better Business Bureau:
  
  
  
  This matter has been resolved. The company did reach out to me and refunded the expense for the spoiled item. I am satisfied with their resolve.

  
  Sincerely,
  
  
  
  Paula Burch

• Initial Complaint

  Date:09/20/2024

  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.

  My Cash credit should have been a balance of $***** (this was from a credit issued from the September 5th shipment issue). On the September 11th shipment I paid $101.90 out of pocket and no credit was applied to this shipment. This should still leave me with a credit still of $***** from the previous week (September 5th). The September 17th shipment also was a damaged shipment which I paid out of pocket $33.90, then adding in what should have been a balance of ***** credit would leave me with a total credit of $108.83 Tovala reduced the credit amount to a total of $33.90 ommiting the $***** credit. I canceled the service due to the discrepancy in credit and the inability to reach a conclusion with the customer service representative (even after several attempts to explain). The $***** in effect was stolen from me without goods or services received.I had been a loyal customer of theirs for over two years and this outcome after all that time is very surprising.

  Business Response

  Date: 09/24/2024

  Hi ****, 

  
  We have received your BBB complaint and will thoroughly investigate the matter to ensure it is properly addressed.

  
  We understand your concerns regarding the credits applied to your account and their use towards orders. Upon reviewing your account, I can confirm that on 9/7, you were issued $75 in credit due to a report of melted ice packs. This credit was applied to your 9/18 delivery, leaving a remaining balance of $33.90, which you were charged. Id like to clarify that no credits were applied to your 9/11 order because the credit was not applied to your account until 9/11.

  
  On 9/20, you reported that the order arrived damaged, and the $33.90 charge was refunded, with $44.04 in credit applied. I have now added $44.04 in Tovala Cash credit to your account. If you would prefer a refund instead of the credit, please note that the refund process may take additional time, as I will need to submit a request for the credit to be refunded.

  
  We sincerely apologize for the confusion and inconvenience this has caused. I will share your feedback to help prevent this issue from happening in the future.