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:05/14/2024

  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 purchased a Tovala oven in late March, 2023. 23rd or 24th. End of march, beginning of April, the oven failed. I reached out to the vendor and they refused to replace the oven

  Business Response

  Date: 06/04/2024

  The customer purchased our oven on March 29th, 2023.  The product has a 1 year warranty which is clearly communicated in the terms and conditions at time of purchase.  The customer first contacted us about problems with his oven on May 8th, 2024, cleanly outside the warranty period.  I would further note that the customer purchased the oven on promotion for $9.99 (when committing to 6 orders of Tovala meals).  Our customer service team did offer for the customer to purchased a new oven at a price of $69 with a commitment of 6 more meal orders.  I have attached our terms and conditions, proof of purchase date and the recent communication between the customer our and customer service team.

  Thank you,

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

   

  Customer Answer

  Date: 06/08/2024

   
  Complaint: 21710992
  
  I am rejecting this response because:
  While the statements made by Tovala are factual, the oven did sit for 1.5 months before I made the request.  Thats on me, 100%.  However, regardless of what I spent on the oven or their offer to replace for a fee, ANY fee, is insulting the fact that they would not stand behind their product is ridiculous.  There is absolutely nothing that Tovala can do to change my opinion at this point and I will continue to spread the word on every, single solitary online outlet that will take my opinion.  Tovala and everyone who works there are a dumpster fire
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/26/2024

  see attachment

• Initial Complaint

  Date:03/12/2024

  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.

  A cockroach in the chicken cken package sent to me

  Business Response

  Date: 04/05/2024

  Hello,

  I apologize for the delayed response.  Our team investigated the photos provided and believe the black spot is a vein, not a cockroach.  The customer did contact our support team directly and we provided the same feedback.  We also credited the meal as he seemed unwilling to eat it.  If he still has the product, he can send it to us for further investigation.

  Thank you,

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

• Initial Complaint

  Date:02/06/2024

  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 went to check out ******'s meal plan and I chose some meals thinking that was all I was ordering to try out. Before I knew it they sent me their smart oven and charged me for it. I got the oven after telling them I wanted to cancel their service and return their oven. They said they would send me a return label to take to ***** to return.For some reason, they are not able to send me the return label and still charged me $74.54. Meanwhile, the smart oven is not wanted and is taking up valuable space in my car. I need to return it and make sure they are not just trying to make me keep it and pay for it. They have misled me by telling me an email is on the way with the return instructions, several times, which I have not yet received. They are not able to help me to return this oven as they promised and I need to get rid of it asap. I find this strange and suspicious behavior for a company that considers itself legitimate.

  Business Response

  Date: 03/25/2024

  Hi, Attached is the response to ***: 21254146. 

• Initial Complaint

  Date:01/07/2024

  Type:Customer Service 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 began this service almost six months ago. I have multiple health and dietary issues which I clearly stated at the start of service. Then was not getting the weekly emails to pick my own meals. There is no customer service responding. Then I was hospitalized and two weeks of boxes rotted on my door step. When I got home the food they picked, now no good was spicy, shrimp, *****, and mushrooms all of which cause anaphylactic shock for me thru the delivery service someone finally responded telling me I was getting a credit which I could see online and service would stop. I just got out of hospital again with an order that sat three days. No meat was packed with meals that said included meat and more allergens. I want my entire service refunded and finally stopped. Its been at least three months maybe more. I cannot access account on line, get a contact to call. Im a cardiac patient. I can not afford to throw away 120/week for food I cant eat. The side things like spinach or cauliflower are dead when they arrive and pork was rancid. CC company said you could help. Thank you

  Business Response

  Date: 07/26/2024

  See attachment. 

• Initial Complaint

  Date:12/07/2023

  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.

  My information was improperly shared with this company. They send me advertisements despite having no interaction with them previously. This means they have likely further shared/sold/leased/rented/etc my information to other parties without my consent. I wish for them to cease and desist all communications, remove any and all information on me (except as required to execute this request), and revoke any and all information which may have been transferred by any means to any other entity.

  Business Response

  Date: 12/08/2023

  Hi *****,
  I have added you to our Do Not Mail list.    We have no personally identifiable information for you in our system.  My apologies for seeing advertisements that you do not want.   Since none of the data used for the advertisements is tied to your personal information, we cannot block it from our side.   Most online ads have a way of saying you do not like the ad.  I would recommend using that function to reduce the ads you do not want to see.  

  Customer Answer

  Date: 12/08/2023

   
  Complaint: 20976370
  
  I am rejecting this response because: this complaint involves postal mailings and NOT online advertisements.  These postal mailings had my full name and address on them, which means they, or a third party advertising entity acting on their behalf, had/has my information.  Once I have confirmation that any and all entities associated with this company who were the origin of my PII have removed it, I will consider this accepted.  Otherwise, the primary complaint stands in that my information was improperly accessed and used in a marketing campaign, despite no interactions with this company.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/11/2023

  Hi *****,
  
  We appreciate you reaching out. Regarding this issue, it looks like we've already addressed this matter on 12/8/23. It was communicated that you were put on a "do not contact" list & no personal information of yours have been identified in our system. We apologies for the inconvenience.
  

  Customer Answer

  Date: 12/11/2023

   
  Complaint: 20976370
  
  I am rejecting this response because:  I received a physical advertisement which was mailed specifically to me (my name and my address), which means that my information is/was with your company or one of its affiliates.  My last communication from your company was a statement that you were going to try and find out who had my information (i.e. third party advertising agency hired by your company) and used it in the advertising campaign.  I am still awaiting a response from that.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/07/2023

  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.

  I ordered a food delivery service from Tovala and they did not deliver the food that I paid for. Furthermore, after checking with the shipper, I was told by shipper that shipment was lost and I needed to contact Tovala. Tovala is unreachable. I emailed customer support with no response. I tried to find a phone number but no number could be found. I also tried online chat but their customer support chat does not work. There's no way to reach them, AT ALL. Also, on their app, their is no way for me to remove my bank account information so now, after not responding to my issue, they have my bank account held hostage. Very very frustrating.

  Business Response

  Date: 12/11/2023

  Hi ***,
  
  Thank you so much for reaching out to us.
  
  After further review of your complaint. It looks like you spoke with an agent by phone on 12/7/23 regarding your delivery issue. It looks like you were credited Tovala cash that would go towards your next order. As far as the carrier of your order, Axlehire is not your only option for delivery. We are happy to help you switch to another carrier option that will service you better. We will have someone reach out to you to provide you with options. We appreciate your business. 

• Initial Complaint

  Date:09/12/2023

  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.

  On Tovala website it states meals start at ****. When you pick your meals it does not give you the price. All my meals total ***** for 4 meals. That works out to ***** a meal. I contacted support on 9/12/23 about the issue. They said the meals are *****

  Business Response

  Date: 09/13/2023

  Hi ******,
  
  We apologize that you had to reach out to the BBB regarding your issue. After further review of your inquiry, we see that you were given the incorrect information from the agent regarding meals. On our website (tovala.com), under our menu section, it does specify that we do have servings that start at $9.99 per serving. We do offer single and two-serving meals, with most meals being single serving and cost $12.99. 
  
  We have taken accountability and have addressed the agent with regards to the initial information that was given & how it was presented which made it confusing for you as the customer to make sure that this does not happen again moving forward. We appreciate your business with us as a customer & hope this continues to be a long-time partnership. Please do not hesitate to contact us if you have any additional questions. 
  

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20594345
  
  I am rejecting this response because: I am requesting a full refund. I was refunded for the meal and was told my account was cancelled. I was charged again today. I just chatted in and they are supposed to be refunding todays charge. I am still waiting for the pre paid shipping label for the toaster so I can get a refund on the toaster as well. Once ALL refunds are in my bank account I will accept the resolution and close this complaint
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/14/2023

  Hi,
  
  We will take a look into your account to see about the necessary refunds. Thank you.

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20594345
  
  I am rejecting this response because: All moneys have not been refunded
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/22/2023

  Hi ******,
  
  It looks like one of our supervisors reached out to you regarding clarification of pricing as well as confirming refunds being sent back to you for meals. As far as the oven, we do see that you contacted us as well regarding the oven being returned. We are going through that now & once the oven is confirmed checked back into the warehouse, we will have someone reach out to you regarding the refund back to your original payment method. We appreciate your patience & continued communication with us.

  Customer Answer

  Date: 09/23/2023

   
  Complaint: 20594345
  
  I am rejecting this response because: Please leave this ticket open for one more week. I am waiting on the payment to post. I did receive an email it should be within the next 3 to 5 days
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 09/26/2023

   
  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. I finally recieved all moneys. Please close this case satisfied
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/07/2023

  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 have been a Tovala customer since August 2021. For the most part I have enjoyed the meals and convenience of the meal plans. However, the problem I have is the packaging, delivery and customer service. On numerous occasions the boxes were delivered upside down or on their side. This is counter productive to the design of the packaging which is to keep the food cold during the delivery process. The boxes are clearly marked This side **. In addition to this, on numerous occasions the delivery boxes showed obvious signs of rough handling with damage outside and signs of being dropped. When opened, the cooking tins were bent and the food boxes inside were crushed under the weight of the ice packs and the shock of being dropped or thrown around. While I understand the treatment of the product during delivery is an issue with ****** Tovala needs to understand this issue directly effects their business. I have filed complaints with both companies. I have complained to Tovala multiple times and each time the answer is always the same. **************** is priority, we would never want our customers to experience this, on and on about how important I am. Yet nothing changes. It has gotten to the point the boxes are showing up with no corner left undamaged and the box totally lacks any structure. The ice packs inside were busted open with the gel all over the food inside. When I complained about the condition of the box when delivered they just asked if the food was bad and offered to elevate my complaint. I dont even know what that means other than it wasnt important enough before? Now they want elevate it? I even asked if they would change the delivery company from ***** to another company. The answer was there are no other options in my area. I live in metropolitan South *******. We have every delivery company imaginable. I have now decided to suspend my service with Tovala pending some type of satisfactory response that they are doing something to fix the issues with the packaging and delivery process. My last contact was August 29, 2023 and it is now September 7, 2023 and no response so far. Yet I have received several text messages and emails asking me to re-activate my account but no offer to fix the problem.

  Business Response

  Date: 09/13/2023

  Hi *****,
  
  We appreciate your sharing your full feedback on your experience with us. This is not the kind of experience that we want you to have. After reviewing your information, it does appear correct that you spoke with ****** last on 8/29/23, giving a positive rating that your inquiry was addressed well & all questions answered. With regards to us escalating your details, this basically means that we have sent all of your photos & feedback to our production leadership team to review packaging & any internal errors that can be avoided with future orders. In addition, since you were receiving deliveries from ****** this feedback has been forwarded to that carrier for further investigation via their internal team. Sending your feedback to our internal team has gotten the attention of the necessary parties to make sure that packaging is done correctly & efficiently so that there are no issues moving forward on our end. Within your zip code, ***** is the only option of delivery so that is why you were given that answer. 
  
  I hope this addresses your concern on "elevating" you issue & please be assured we have taken the necessary steps to make sure your voice is heard; your pictures were sent as examples & provided carrier the response necessary. Thank you.

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20568576
  
  I am rejecting this response because:

  The characterization that I was satisfied with my interaction with ****** on 08/29/23 is inaccurate at best. First off, my contact on 08/29/23 was with an ***** and not ******. Second off, as I recall the review provided was on ***** as an associate and not of the responses from Tovala or their ability to address the repeated issue. And just as a point of further issue, Tovala has yet to respond to me as a customer. They have only responded when I chose to take this issue to a public forum. As my conversation with ***** was left, my account has been temporarily suspended pending their response of how this issue will be addressed. I still await their response to me as a customer and their inaccurate response on this public forum will not negate their responsibility to me as a customer.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/14/2023

  Hi *****,
  
  We apologize that our response was not satisfactorily received by you. We will take a deeper look into the communications you've had with ***** & ****** to see where we "dropped the ball". Please note as ***** is a third-party carrier, internal investigations & complaints we have forwarded, we may not receive a direct response, however we will do the best we can to obtain some feedback on the handling of these boxes. As for the packaging & as previously stated, we have forwarded this to our production team to audit & assure packing is being done correctly.

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20568576
  
  I am rejecting this response because:

  While the response is cordial and the actions would be appropriate, I have yet to hear from Tovala directly. They have yet to reach out to me personally as a customer to respond to my complaint. Had I not come to the BBB and filed my complaint in a public forum, I feel I would never had heard word one from Tovala. I cannot deem their response as satisfactory until I hear directly from them that my concerns have been addressed and what actions have been taken in an effort to avoid future issues. Tovala is a meal delivery service. The key word being delivery. Understanding ***** is a third party vendor, if they cannot have any control over the delivery then they have are saying they have no control over half of the service they are providing. *** and others deceiver to this area. I am sure if they were that concerned, they could find other options. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/22/2023

  Hi *****,
  
  Thank you for continuing communication. It looks like there was communication from one of our supervisors this past Monday, 9/18 (please see attached). Please feel free to continue to share your feedback directly with the customer support team. There has been instruction put into place regarding your feedback on the delivery of your boxes/meals. 

  Customer Answer

  Date: 09/22/2023

   
  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. The business has finally responded to me directly with an outline of their effort and direction. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/17/2023

  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 required an update to a meal service order for Aug. 24, 2023. I reached out to support, first through the chat option. They said I could select new meals, but provided a link for the following week's meals. The chat was closed by Tovala before I could respond. So I started another chat. I was told that I could respond with the meals, but the same issue occurred: I could only see the meals from two weeks ahead. The support staff responded that they would respond by email with the week in question's menu and I had until 12 PM CT to contact Tovala with new meals. The menu was sent in the middle of the night. Upon rising the next day, I place my order via email. Later in the day I noticed the email had been canceled without any further communication. Chat support was unhelpful as they said nothing could be done, even though they admitted it was Tovala's fault. I was given an arbitrary credit, but they made no attempt to get me the meals I wanted for the next week. Furthermore, they would provide no assistance in letting me out of the mandatory six weeks of orders. My experience of Tovala has been filled with misleading support advice, missing items, and a subpar customer experience. The customer must honor his agreement, but ********************** is not obligated to communicate when it has made an executive decision.Customer service at ********************** is disorganized, dishonest, and unhelpful.

  Business Response

  Date: 07/26/2024

  Please see attached

• Initial Complaint

  Date:08/03/2023

  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 ordered an oven from Tovala. According to the tracking from OnTrac, the oven has been travelling between ********** and ****** for over 4 days. I called OnTrac and they just keep telling me to wait. My Tovala meals are too be delivered in 4 days (after the weekend where the oven would not be deliverable). OnTrac was not helpful in resolving this issue so I called Tovala. I was told that it can take up to 8 days for delivery. That would mean my food would driver before the oven. It is obvious that my package is lost and Tovala did not want to help me make sure I have an oven in time to cook the food they are sending. Why would they let you order food to be delivered after the possible delivery date of the oven? The employee could not answer that and had no solutions to offer. I am beyond frustrated and am getting no help from either Tovala or OnTrac. I understand tovala does not have control over the delivery company, but they should make sure that you can get your oven before they start allowing you to order meals. To top it off, my parents ordered the same items 3 days after me and already recieved their oven yesterday. I think tovala should help in ensuring I get my oven in a timely manner and refund me the money for the food that I will probably not be able to use.

  Business Response

  Date: 08/07/2023

  Hi ****,

  We are sorry to hear the the oven delivery process took longer than your expectations and made you concerned that you would not receive it in time.  After reviewing your account, it looks like oven did arrive on 8/6 with your meals scheduled to arrive today, 8/7.  We hope you enjoy your Tovala meals.  If you run into any issues going forward, please reach out to us at tovala.com/support.  

  Thank you,

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

  Director of Support

  Tovala

  Customer Answer

  Date: 08/07/2023

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