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:04/18/2025

  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 am writing to express my extreme disappointment with my recent experience with Suvie. I initially purchased the Suvie kitchen robot and was genuinely excited about itso much so that I recommended it to others. However, less than 24 hours after using it for the first time, the new unit developed an electrical short and became unusable.I contacted Suvie and was reassured multiple times (by phone and email) that I would be sent a brand new replacement unit. This promise was especially important to me as someone with a disabilityI rely on this product to help me function during intensive medical treatments and cannot afford safety risks or malfunctions.Unfortunately, what I received was clearly a used, refurbished unit:The inside of the oven was coated with grease, drip marks, and baked-on residue.The outer frame was visibly misaligned on one ******* mention was made in advance that this would be a refurbished unit, contradicting what I had been told repeatedly.This experience raises serious concerns about product safety, transparency, and integrity. I reached out to Suvie with the following questions and requests:Why was I told Id receive a new unit and then sent a refurbished one?Is the misaligned frame and stained interior safe for use?Will my warranty be extended, given that my original new unit failed and the replacement is not new?What are my actual options moving forward?As of now, I have not received adequate answers to these questions. As a business owner myself, I value transparency and accountabilityboth of which have been lacking in this experience. I would like Suvie to honor their original promise or provide an honest and acceptable resolution.I hope this review helps others make an informed decision. If youre considering a Suvie, be aware that you may not receive what youre promised, and that safety issues and lack of clarity in warranty replacements may be part of the experience.

  Business Response

  Date: 05/30/2025

  Hi ******,
  
  We appreciate your response and for sharing your feedback with us; we certainly understand your frustration regarding the replacement unit you have received and are happy to help.
  
  Ive reviewed your case and see that we have issued you a brand new replacement Suvie, as you have requested, on April 25, 2025. Our *************** team has also issued you free meal credit for the inconvenience.
  
  Should you have any further questions, please let us know. Thank you so much for your continued patience.
  
  

• Initial Complaint

  Date:03/08/2025

  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 son bought this suvie for me for christmas. When I got it it didn't do what they advertised it to do. I've been trying to get the money back which they won't send it to me because my brother bought it online. So now he has to go through them to get the money back but the problem was they had a so-called contract with this so-called discount that they got the business contract and he had to buy food. They charged him $974 for food for this machine and it doesn't do what they said it would do. I've got no satisfaction from this. We've not gotten the money back. My brother had to get a brand new card because these people kept taking money out of his account. Now we don't know how he can get the money back because he had to get a new card. I've heard nothing from these people for almost 2 months I don't know what else to do. I sent the machine back probably a little more than a month ago and we still not heard anything they said it would take about 21 days to process everything it's been more than 21 days and I have still heard nothing. I hope you can help.

  Customer Answer

  Date: 03/19/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  **** *******

• Initial Complaint

  Date:02/13/2025

  Type:Sales and Advertising 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 on January 13, 2025 with a projected delivery date of 1.27-1.29. My meals were delivered on the 29th but there was no tracking for the appliance. I contacted them the next day and they said that they were unsure of when it would ship but, hopefully, by the end of the week or the beginning of the next week. I told them not to even bother shipping the appliance and just refund me because what good are the meals without the appliance? I couldn't call but I did request a call back MULTIPLE times and they refuse to call me. They just keep emailing me. They didn't email me back for a couple days but, they did email me Monday the 3rd and said that my appliance had shipped. I got a delivery notification on the the 11th stating that it had been delivered. I checked tracking and it was delivered to **********, **. I live in **. I emailed them twice yesterday and once today with absolutely no response. DO NOT ORDER FROM THIS COMPANY. THEY ARE A SCAM.

  Business Response

  Date: 02/21/2025

  Hi Savannah,
  
  We appreciate your response and for sharing your feedback with us; we certainly understand your frustration regarding your Suvie experience so far.
  
  Our team strives to deliver your first meal box and Suvie appliance around the same and generally we prefer to ship your meals a few days earlier so they are ready in your freezer once your Suvie arrives. Depending on your location, you may receive your meal box a few days before your Suvie and are encouraged to keep the meal frozen.
  
  Ive reviewed your case and see that you have been in contact with our *************** team who helped to cancel & refund your first meal order until after your Suvie appliance was delivered. According to our records your Suvie was shipped on January 31, with *** tracking:  1ZEC07080316822745 - just a few days after your meal box arrived.
  
  Should you have any further questions, please let us know. Thank you so much for your continued patience.
  
  

• Initial Complaint

  Date:01/30/2025

  Type:Product 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 received my Suvie on January 9, 2025. Upon receiving the oven and starting it up for the first time we received an Error code. We pulled up the troubleshooting information and preformed as advised. When the problem continued we immediately emailed the company providing pictures and videos of the error code and problems we were having. We heard back with more troubleshooting instructions which we tried but the problem continued. After back and forth we were given a return authorization with ****** On January 18, 2025 we mailed the oven back to Suvie. We again emailed photos of the condition of the machine, all the accessories returned, and even photos at *****. We purchased the oven for $662.40 but was only refunded $518.52. Not sure why they keep $143.88 of our refund. We have not heard anything from the company, no receipt or explanation. We followed everything the company requested and sent photos and videos. To make matters even worse our food delivery was lost in shipping. Sad that we only had the oven for 9 days, defective out of the box, had to pay them $143.88 for nothing, and our food was lost in shipping. Will not recommend and will dispute the partial refund that was keep by the company.

  Business Response

  Date: 02/21/2025

  Hi *****,
  
  We appreciate your response and for sharing your feedback with us; we certainly understand your frustration regarding your Suvie experience so far.
  
  Ive reviewed your case and see that our team had initially offered to replace your defective unit free of charge, however, you had elected to return it for a full refund. I see that your Suvie appliance refund was processed in full, and that the second $143.88 charge you are referring to is for your first meal box. This was also refunded separately, a few days later. 
  
  Should you need a refund trace ID for both transactions, please reach out to our *************** at *****************************************************  and wed be happy to provide this information.
  
  Once again, we appreciate your patience and support. Thank you.
  
  

• Initial Complaint

  Date:01/24/2025

  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 Suvie 3.0 appliance. It still has not been received (15 days). The meals are loaded in the freezer but we can eat them. The website does not allow for a phone number or a way to enter tracking/ order numbers to show status. An email from support stated that they would keep me updated but there has been no follow up or response since. A projected date or a section for order updates on the website would suffice but no one gives you an answer. Don't plan on cooking for your family and spend your food money on this. It will not be there in time and you will scramble to figure out groceries for the month.

  Customer Answer

  Date: 02/03/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:01/22/2025

  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.

  The company advertises that the Suvie device will be delivered in a few weeks, I ended up waiting months as they continued to tell me that it would be shipped and then not send it. I finally received the product and the first meal box just to find that that the vast majority of the meals offered have soy products or soy lecithin in them, and I have an allergy to this meal ingredient. I found that I could not safely eat any of the meals enough to actually create a meal order. I asked this subscription to be cancelled. Today I was emailed a confirmation of meals being ordered that I did not agree to. I was told by customer support that the meals that had been ordered were cancelled, however after trying to cancel my meal subscription again, I was suddenly informed that either I must pay for 4 meal deliveries in 12 months or pay for the rest of the Suvie that I got at a discounted price?? There's some small print for you because this was the first time I was aware of this. The way that the deal read when I purchased the product made it sound like you got 16 free meals and then a meal subscription service (which you pay for each time) but it was very unclear that you would have to pay more for the Suvie if you did not continue the meal delivery service. Considering that Suvie has lied multiple times to customers about delivery times and lied to me, as well as now pulling this and telling me that I am forced to buy their meals that I cannot even eat or pay more for the product, I request that Suvie cancel my subscription and do not charge me any further in any way. If I had known any of this would happen I would have happily purchased another product that was cheaper and works better (the air fryer is a joke and doesn't "fry" anything at all) Their business practices are very scammy and they are not transparent and honest with their customers

  Business Response

  Date: 02/21/2025

  Hi Cami,
  
  We appreciate your response and for sharing your feedback with us; we certainly understand your frustration regarding your orders delivery time and first meal box experience.
  
  Shipment expectations shown at checkout are our best estimates at the time, and can sometimes shift. We always do our very best to ensure your items are delivered as quickly as we can, and provide updates when appropriate.

  
  Ive reviewed your case and see that you have been in contact with one of our *************** team members who helped to provide updates regarding our Suvie order. According to our records, your Suvie appliance was ordered on September 9, and shipped on October 7, which is within our original shipping estimate of 3-4 weeks. The *** tracking for this shipment is: 1ZEC07080333506082.

  
  Regarding your initial meal delivery, we send several reminder emails to select meals prior to orders being locked and shipped, and we are always happy to modify an order once charged if necessary. I see that the *************** team was able to refund your meal order for you, and assist with shipping a new meal box containing your desired items.

  
  To clarify, the free meals you have received were part of a special promotion which provided you an additional $300 off the Suvie appliance if you ordered 4 meal boxes during this promotional period. Weve included these free meal coupons to allow you to try our meals at a discount before fully committing to our meal service. 

  
  Should you need further assistance or have any questions, please email our *************** team at ******************************

  Once again, we appreciate your patience and support. Thank you.

• Initial Complaint

  Date:01/16/2025

  Type:Delivery 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 the Suvie 3.0 Chefs Package on 3/25/24. I have not received the entirety of my order. I have been emailing with them back and forth for almost a year, and just keep getting the run around. I am missing my extra set of Suvie pans and Starchie pots. Every time I email them, they promise to get back with me, but it has been literally almost a year.

  Business Response

  Date: 02/21/2025

  Hi *****,
  
  We appreciate your response and for sharing your feedback with us; we certainly understand your frustration regarding your orders delivery time.
  
  Shipment expectations shown at checkout are our best estimates at the time, and can sometimes shift. We always do our very best to ensure your items are delivered as quickly as we can, and provide updates when appropriate.
  
  Ive reviewed your case and see that you have been in contact with one of our *************** and your outstanding accessories have been shipped to you in full, with the tracking number 1ZH4644X0300972479.
  
  Should you have any further questions, please let us know. Thank you so much for your continued patience.
  
  

• Initial Complaint

  Date:01/14/2025

  Type:Product 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 bought one suvie machine and was charged for two. I sent several emails and have not heard back from them in the allotted time.

  Business Response

  Date: 02/21/2025

  Hi ******,
  
  We appreciate your feedback and sincerely apologize for any confusion.
  
  Ive reviewed your case and see that you have been in contact with our *************** team regarding the unintended purchase of a second Suvie. I do see that we were successful in canceling and refunding your second order.
  
  Should you need a refund trace ID for this transaction, please reach out to our *************** at *****************************************************  and wed be happy to provide this information.
  
  Once again, we appreciate your patience and support. Thank you.
  
  

• Initial Complaint

  Date:12/28/2024

  Type:Product 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 purchased a Suvie April of 2024. I received the machines and not the accessories promised with the machines. I have several emails stating production problems. This company wants to force you to buy their pre prepared meals, not make your own. The accessories are extremely overpriced so purchasing what you were promised is an additional ******* dollars. I have yet to receive my package deal.

  Customer Answer

  Date: 01/07/2025

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 01/08/2025

  Hi ******,
  
  We appreciate your response and for sharing your feedback with us; we certainly understand your frustration regarding your Suvie experience so far.
  
  Ive reviewed your case and see that you have been in contact with our *************** team who has helped  to re-ship your accessories that were previously lost during transit. I see that your new accessories have been shipped with the following *** tracking: 1ZH4644X0309124584.
  
  Weve also provided you with an additional $100 in free meal credit for the inconvenience. To clarify, you are always welcome to cook using your own ingredients with Suvie. At the time of your purchase, there was a meal box minimum requirement in order for you to purchase your Suvie at a $300 discount. This information can be found on the checkout page, as well as our terms and conditions.
  
  Should you have any further questions, please let us know. Thank you so much for your continued patience.
  
  

• Initial Complaint

  Date:12/12/2024

  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.

  Placed an order with Suvie for Suvie Robot 3.0+ and for meals. Received the meals and no appliance. Emailed and requested a call back (as the company has no customer service line). After refiling an email and call back request threatening to file a complaint, got a call 48hrs after my original request. The customer service *** told me that the appliance was scheduled to ship on Monday while we spoke on a Thursday. Directly told the *** that I did not want the device and that the shipment should be canceled and a refund provided. The *** promised to do so. Suddenly, I was notified that night that the device had shipped. If i cancel the service they will add an additional $300 onto the money they have already defrauded out of me. This company is criminal in how it scams customers.

  Business Response

  Date: 01/14/2025

  Hi ******,
  
  We appreciate your response and for sharing your feedback with us; we certainly understand your frustration regarding your Suvie experience so far.
  
  Our team strives to deliver your first meal box and Suvie appliance around the same and generally we prefer to ship your meals a few days earlier so they are ready in your freezer once your Suvie arrives. Ive reviewed your case and see that you have been in contact with our *************** team who helped to cancel & refund your first meal order until after your Suvie appliance was delivered. According to our records your Suvie was shipped on December 12 with *** tracking: 1ZEC07080330276416. 
  
  Should you have any further questions, please let us know. Thank you so much for your continued patience.
  
  

  Customer Answer

  Date: 01/15/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** *******