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Business Profile

Food Processing Equipment

Tovala

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Food Processing Equipment.

Complaints

Customer Complaints Summary

  • 32 total complaints in the last 3 years.
  • 13 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/26/2022

    Type:Product Issues
    Status:
    Answered
    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 Black Friday deal from the Tovala website for an Air fryer for $50. I went through with the purchase and part of the process was to choose a meal plan with no further explaination. I didnt understand so I continued with the purchase. To clarify whether my card would be charged further, I sent customer service an email to ask. They explained that I am contractually obligated to purchase $200 dollars worth of meal plan deliveries by March or the card I used to purchase the air fryer would be charged automatically $200. This was a shock because nowhere did I read before or during the purchasing process that this was the case. This is unacceptable business practices and false advertising. Had I not reached out I would have gotten a strange charge on my card for $200 in the near future. I want a complete refund from the $50 purchase and I want my card information removed from their database.

    Business Response

    Date: 11/29/2022

    Hi,

     

    We appreciate your response & sharing your initial feedback. After further review of your interactions with us on 11/25 & 11/26/2022, it looks like one of our agents did communicate with you about the Black Friday sale & explained the deal. During the checkout process on our website, it does specifically state that you can get the oven at the discounted rate of $49 dollars when you purchase 6 meals. I have attached the initial screenshot that was shared with you & what is showed at checkout prior to your purchase & putting in your credit card information. We apologize for any inconvenience & confusion. We look forward to serving you in the future.

  • Initial Complaint

    Date:09/26/2022

    Type:Product Issues
    Status:
    Answered
    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.
    The company is Trovala. ***** TV add describes a new oven that is compact and fast. They were reducing the price by $150 and it would then cost $65. I got online and purchased the oven. Once the payment was cleared a menu popped up and asked how many meals a wanted buy each week. I did not choose any of their options. They then said they would choose four a week for me. Each meal is $9.99. So I would be charged $120 a month. there is no contact information provided so I am not able to cancel my order. They sent me the oven threw Fed Ex. I returned it. They have since sent the oven again three times. Each time I returned it threw Fed Ex. Then they sent four weeks of food. The delivery service is 30 miles from my home. I returned that also. I have retuned every package they have sent. They have charged my account over $600. And there is no way to contact them to cancel the order. My bank's dispute department is involved now. These people msot be stopped!

    Business Response

    Date: 09/27/2022

    Hi ***,

     

    We appreciate you reaching out. We understand that you had less than a stellar experience with us & we are seeking to rectify the issue. Looking at our records, it looks like you reached out to our customer support team on 9/22/2022 to communicate with us that you were canceling your credit card information on your account as well as returning the Tovala oven. One of our supervisors responded to your inquiry asking you for the receipt/tracking information so that way we can track the return of the oven to provide you a refund for the purchase (please see screenshots). Our supervisor also made sure that future orders would not process moving forward. As of 9/27/2022 we have not heard back from you regarding the tracking information for the oven. Our goal is to make sure that you receive your refund in a timely manner. If you can please reach out to our customer support team ************************************ with the necessary information, we will be able to move forward with your request. We hope to win your business again in the near future.

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