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Business Profile

Ecommerce

Suvie

This business is NOT BBB Accredited.

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Important information

  • Customer Complaint:
    BBB with the use of artificial intelligence, analyzed the complaints on 9/9/2024

    BBB shared the findings and recommendations with Suvie. 

    The findings appeared to show:
    Product Quality Issues: Many customers reported issues with the quality and functionality of Suvie products, including malfunctioning devices, poor build quality, and recurring technical problems.

    Customer Service and Response Time: A significant number of complaints centered around poor customer service experiences, including delayed responses, lack of communication, and unhelpful or dismissive support representatives.

    Shipping Delays and Order Fulfillment: Delays in shipping and order fulfillment were common issues. Customers reported waiting weeks or even months for their orders, often without updates or explanations.

    Refund and Return Process: Customers often complained about difficulties in obtaining refunds or navigating the return process. Issues included delayed refunds, restocking fees, and unclear return instructions.

    Billing and Payment Issues: Some customers experienced billing errors, unauthorized charges, or difficulties with payment methods. Complaints highlighted discrepancies in what was charged versus what was agreed upon at purchase.

    Suvie on 10/25/24 responded to BBB with:
    While we are always improving our messaging and app experience, we strongly believe that our offering and value is fair, and clearly defined on our checkout pages. Our system regularly sends upcoming meal order reminders, charge & ship notifications, to keep our customers informed about their meal plan. Our customer service team is always available to help with customer concerns, where we are achieving an average of 30 min response time. This year, we've also launched a call center operation providing more service options for our customers, which was highly requested.

Complaints

Customer Complaints Summary

  • 52 total complaints in the last 3 years.
  • 20 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:12/12/2024

    Type:Delivery 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.
    On November 30th, 2024, I ordered a Suvie 3.0+.ApplianceOrder Number: R490725441 1 x Suvie Kitchen Robot1 x First Suvie Meal Box Order 1 x 3.0+ Air Fry Set Since that initial confirmation, I have received no follow-up or shipping information on my order.I have attempted to contact Suvie several times but have not received a phone call or an email. I have received my first order of meals, and lots and lots of emails about my meal plan, but I haven't heard back from Suvieabout my order.

    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 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 *************** team members who helped to provide updates regarding our Suvie order. According to our records, your Suvie appliance was shipped on Wednesday, December 16 which is within our original shipping estimate of 3-4 weeks. The *** tracking for this shipment is: 1ZEC07080304687138.

    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:12/10/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    11/17/24 Purchased a ***** 3.0 for $249 for their 100 days risk free promotion 11/29/24 Received the unit. Couldnt get it to connect to WiFi, so emailed them for support. Got a copy and paste reply right away but couldnt solve the problem. Emailed back, then didnt get another reply until 2 days later with some questions.12/1/24 Couldnt get the unit to work with WiFi and very unsatisfied with their customer service, I requested return that night. They required Return Authorization and supposed to provide return shipping label. Again they were pretty fast replying first email request. The last email I received from them is the morning of 12/2/24. 12/3/24 requested Return Authorization code and shipping label again. Did not get a response at all.12/5/24 I requested a phone call. Received a call on 12/6, and was told would process RA and shipping number as soon as I reply to her email. I did reply, but havent heard back since.12/9/24 emailed to request RA# and shipping label again, no response from them. I feel like Ive scammed. Theyre not even letting me return it, not responding to my requests, how do I expect them to refund me.

    Customer Answer

    Date: 12/21/2024

    Dear Better Business Bureau:

    The business has responded on 12/12/24, the return is now on the way back to them. My issues and/or concerns in reference to complaint #******** is resolved.  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

    Regards,

    ***** ***

  • Initial Complaint

    Date:12/10/2024

    Type:Delivery 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 ordered the chefs package along with extra set of egg tray and accessories, and starchie pot set. It took a long time to ship. When I finally received the package, it was only the robot and nothing else. Ive emailed and asked for call back so many times but no one is reaching out to contact me about my concern. This has not been a good customer experience so far.Its also very hard to find a way to get tracking numbers for orders so that feels intentionally deceitful.

    Business Response

    Date: 01/14/2025

    Hi Ali,

    We appreciate your response and for sharing your feedback with us; we certainly understand your frustration regarding not receiving all of your items at the same time.

    In the order confirmation email you received, we highlight that items may be shipped separately and may not arrive at the same time. 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 frequent communication with one of our *************** team members who helped to provide updates regarding our Suvie order. According to our records, all of the items that are part of your order have been delivered.

    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:12/06/2024

    Type:Delivery 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 placed an order for the deluxe stove and a meal plan with Suvie. I was notified the stove would arrive 12/3 or 12/4. After confirming my email address I selected meals for deliver 12/7 (it is important to note the meal selection changes weakly). I was charged for these meals on 12/4.I received an email that my stove would now arrive with my meals 12/8.The next automated email I received was that my meals would now arrive the week of 12/16...I have no idea what meals will come as it is now an entirely different menu. This is actually a gift for my son, who was anticipating the meals right ******* I emailed customer service - because I wasn't sure my son would still want these.The next email I received was telling my my order was canceled. At which time - I requested a phone call from customer service It has been over two days and I have yet to receive a call. I even tried to call the contact number shown here - it is not an active number and it is based out of ******I have no idea what the h*** was canceled...did I lose the Black Friday deal on the stove, or were just the meals canceled? Where is my credit?I have sent two phone call requests and an email - without resolution.This has been the worst meal package plan experience I have had. The fact the contact info, on the BBB page is inaccurate makes it all seem more like a scam.

    Customer Answer

    Date: 12/17/2024

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

    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 has happily helped you select meals for your first box, which was delivered successfully (Tracking: 1ZHX86410304256343). Rest assured that your Black Friday offer was honored.

    Should you have any further questions, please let us know. Thank you so much for your continued patience.

  • Initial Complaint

    Date:09/22/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 made a purchase from this company of one of their appliances. They provide a risk free return. Period we did not like the product at all and returned it immediately. They have acknowledged they received the return on August 19 and have yet to provide me with a refund. I have contacted the company multiple times and they stated they will get in touch with their finance department and get back to me. However they never get back to me. Over a month to expect a return is ridiculous and seems very much like a scam.

    Customer Answer

    Date: 10/03/2024

    [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:09/21/2024

    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 business advertises a 100 day return policy, which I complied with as you can see from the attachments. They received it on 29 August 24 and said it would be 14 - 21 days for the refund. It has been 23 days and no refund. No contact from them. I just want my money back as promised.

    Business Response

    Date: 10/25/2024

    Hi *****,

    We appreciate your response and for sharing your feedback with us; we certainly understand your frustration and concern with your refund.

    Ive reviewed your case and see that your return was received and processed at our facility and your return was initiated early September after processing. Should you need a trace ID, 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:08/12/2024

    Type:Delivery Issues
    Status:
    Resolved
    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 placed an order for the Suvie kitchen robot on 7/26/24 and they immediately charged my credit card for the total cost of the applicance with a 2-3 week delivery time. I cancelled the order on 7/29/24 before the item was shipped. Suvie acknowledged that my order was cancelled and I could expect to receive my money back within 7-10 business days. Today is the 10th business day and I still haven't received my money back $426.93 I've reached out to their customer service multiple times via email (the only option - they don't have a phone number) and still don't have an answer regarding the return of my money.

    Customer Answer

    Date: 08/22/2024

    [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:07/16/2024

    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 purchase Suvie products on 7/2/2024 (Suvie oven, starch cooker, and meals)Purchase price: $751.43 (USD)I received the first shipment on 7/11/2024. Upon unboxing I noticed the item was damaged, a large hole at the bottom of one side of the oven. I immediately took pictures and notified the company via the email support.Shipment Details: Tracking #: 1ZEC07080327362301 This Shipment Includes: 1x - Suvie 3.0 Kitchen Robot - Master (SKU: SV301)I am unable to use this damaged product and the company has failed to respond to multiple requests for a return label. I requested and informed email customer support to cancel any additional shipments (starch cooker and meals) and issue a full refund.I received an email inquiry about my request, suggesting that I choose a replacement instead. I refused the replacement and requested the return label and full refund.

    Business Response

    Date: 08/05/2024

    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 offered to ship you a replacement device at no charge, and you have elected to return the defective device for a full refund. Were truly sorry to hear that this happened. While uncommon, units can arrive damaged due to carrier mishandling of our packages. I see that our *************** team had issued you a return label, and that your unit was received back to us on 7/22/24 and a refund was processed.

    Should you have any further questions, please let us know. Thank you so much for your continued patience.

  • Initial Complaint

    Date:06/07/2024

    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 bought my Suvie on December 5th 2023 through Affirm, it processed on December 26th 2023 and I didn't get it until January 22nd. On March 12th, I emailed their customer service team to request a refund and to send it back since it wasn't working out for me and my family and the meals were awful and they promised a "100 day risk free trial". I attached the email strand since it will take a long time to write it all, so I will summarize it. They sent out a box for me to pack the suvie and its accessories in on March 21st, and it didn't arrive until March 27th. I sent the box and the accessories back within 30 days on April 20th and it arrived at their facility as listed on the packing label they emailed to me. I emailed back on April 26th, to let them know it arrived and was told it will take '14 to 21 days for my refund to process and reflect on my account statement'. 3 weeks later, I emailed again on May 17th to get an update on the processing of my refund since I checked with an Affirm representative and told me the refund hasn't been processed through them. The email back said that they 'are currently in communication with the Affirm representative to process the refund' and that they will update me as soon as my refund has been processed. Again, a whole 3 weeks later, as of June 7th 2024 I have gotten no refund, hasn't been processed through affirm, and got no email, so I reached out to them again. I requested to open a dispute through Affirm because I feel like that's my only way of getting my money back. All in all, after doing all I can and was told, I still haven't gotten my refund processed and my appliance was returned a month and a half ago when I was promised initially that it will take '14 to 21' business days.

    Business Response

    Date: 07/17/2024

    Hi *******,

    We appreciate your response and for sharing your feedback with us; we certainly understand your frustration and concern with your refund.

    Ive reviewed your case and understand that you have spoken with one of our managers who identified there was an issue with Affirms system that caused in a delay in receiving your. According to our records this issue has been resolved and your order has been refunded in full. If you need a trace ID for this refund, please contact us directly and wed be happy to provide you with this information.

    We really appreciate the opportunity to speak with you directly. Should you have any other questions or concerns, please email our ****** Services team at ***************************** and well be happy to help.

  • Initial Complaint

    Date:06/05/2024

    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.
    On January 9th, I placed an order for the Suvie Kitchen Robot. I recieved it on January 15. By January 19,I had tried to cook 2 seperate meals, both resulting in leaking gray water messes. I contacted Suvie on January 19th and started dealing with the issue. On January 26, they agreed to provide a shipping label and packaging to return the device. The shipping label and packaging were recieved by me on February 27. I returned the device inside the provided packaging with the provided shipping label attached in early March. I have inquired about my refund and have recieved no refund thus far. Despite the extended time frame since shipping the device back, they claim to have not received it and refuse to return my money.

    Business Response

    Date: 07/17/2024

    Hi ****,

    We appreciate your response and for sharing your feedback with us; we certainly understand your frustration and concern with your refund.

    Ive reviewed your case and see that you have been in frequent communication with one of our ****** Services team members who helped to provide updates regarding our Suvie order status and refund. According to our records, your order has been refunded in full. If you need a trace ID for this refund, please contact us directly and wed be happy to provide you with this information.

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

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

Suvie is NOT a BBB Accredited Business.

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