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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:05/28/2024

    Type:Service or Repair 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.
    This company sell automated meal prep machines and requires you to set up a subscription with them. They force you to opt out otherwise they start sending you meals and charging you for it. Last week my wife logged into our account to look at meals and saw there were meals in her cart that would be sent just because she logged in. She cancelled the order, but we got charged and the food will arrive when we aren't even in town. We are sick of their predatory practices and wish we'd never bought this device

    Business Response

    Date: 06/04/2024

    Hi *****,

    We appreciate your response and for sharing your feedback with us; we certainly understand your frustration regarding receiving a meal order you did not intend to place.

    Ive reviewed your case and understand that you have spoken with one of our managers who was able to assist you with refunding your latest order, canceling your Suvie Meal subscription, as well as help provide you with a solution to order meals as needed. Weve also shared your feedback with our product team for consideration of your use case.

    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. Thank you.

  • Initial Complaint

    Date:04/29/2024

    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 a Suvie Bakers Bundle for $900.It took months to arrive and when it finally did arrive the glass was shattered [to which I didn't know until I cut myself].It took another several months for the replacement to arrive. It arrived defective and won't even turn on. I still do not have a working machine. I would like the machine I paid $300 for to be in working condition and actually arrive. I have over a dozen Suvie meals in my freezer (several hundred dollars' worth) that I cannot use.In addition, 2/3 of my order had to be canceled due to lack of inventory (Starch Maker) and [per customer service] a shipment of goods that was stolen (accessory bundle). For the 2 items I never received, I was told I would be receiving a full refund of my purchase price of $600. I have not received anything.I am in constant contact with customer service via email - which is the only avenue available to a Suvie customer.I keep getting promised things that are never delivered on. I just want what I paid for.Please help,***********************

    Business Response

    Date: 06/04/2024

    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 ****** Services team who has been helping you with shipping your replacement devices for your ******************** units that have arrived broken. Were truly sorry to hear that this happened. While uncommon, units can arrive damaged due to carrier mishandling of our packages. Since youve had repeat issues with this, our operations team is working directly with the carriers to determine the source of the mishandling.

    In the meantime, we will certainly ship you a replacement device and ensure you have a new and functional Suvie as promised! Should you have any further questions, please let us know. Thank you so much for your continued patience.

  • Initial Complaint

    Date:03/12/2024

    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.
    We placed the order Sep 2023.. it has been 7 months.. still no delivery. ******** Services acknowledged the issue but so far no resolution.

    Business Response

    Date: 04/16/2024

    Hi *****,

    We appreciate your response and for sharing your feedback with us; we certainly understand your frustration regarding the delay in receiving your order.

    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 frequent communication with one of our ****** Services team members who helped to provide updates regarding our Suvie order. According to our records, your Suvie appliance was shipped on Wednesday, December 6 which is within our original shipping estimate of 4-5 weeks. The *** tracking for this shipment is: 1ZEC07080302859401.

    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.

  • Initial Complaint

    Date:03/11/2024

    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.
    Took 6 weeks for appliance to come. Took 2 more weeks for food to come. The food did not have any dry ice left in the package, and the food was starting to thaw, leading to possible illness.Predatory practices:Promised free meals and discount coupons for their subscription service. But you are not allowed to combine coupons and are required to order at the very minimum 8 servings (4 meals at 2 servings each) forcing the customer to pay way more than they realized.

    Business Response

    Date: 04/16/2024

    Hi ********,

    We appreciate your response and for sharing your feedback with us; we certainly understand your frustration regarding the delay in receiving your order as well as receiving a thawed meal order.

    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 ****** Services team members who has been helping you with this thawed meal order. Unfortunately, due to extreme weather conditions along your delivery route, your package was delayed while in the hands of our carrier partner. While we always try our best to anticipate weather delays and work with our carrier partners to minimize any impact, sometimes these situations are outside of our control.

    I see that we have provided you with a full credit for this order that arrived thawed. Additionally, we have added some more meal credit to your account for the inconvenience.

    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. 

    If theres anything more we can do for you please email our ****** Services team at *****************************.

    Once again, we appreciate your patience with this manner.

    Customer Answer

    Date: 04/17/2024

    Thank you for your reply.  But my complaint is more towards your predatory promotions and discounts.  The "free" meals were only for one meal, but you HAVE to order 2 or 4 meals at a time.  The meals are vastly overpriced and the "free" meals are just a smokescreen.  They don't let you combine any of the "discounts" so they effectively will never be used.  We have sent back our unit and requested a refund.  Very disappointed with this service.

    Regards,

    ********

     

     

    Business Response

    Date: 06/04/2024

    Hi ********,

    We certainly appreciate your feedback and for sharing your frustration with your Suvie experience. We will be more than happy to return your Suvie and issue you a full refund if you are not satisfied with our service. Please email our ****** Services team at ***************************** for further assistance.

  • Initial Complaint

    Date:03/05/2024

    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.
    I placed an order for a Suvie on 1/18/2024, and attempted to cancel on 2/4/2024. After not receiving my refund within their estimated time frame of ***** days, I followed up on 3/4/2024 and received a generic message that the request would be forwarded. There is no phone number to Contact, and a refusal to return money for a good never received is unacceptable. Buyer beware.

    Customer Answer

    Date: 03/16/2024

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

    Business Response

    Date: 04/16/2024

    Hi ******,

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

  • Initial Complaint

    Date:03/05/2024

    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.
    We made a purchase of the Suvie in December. We were promised multiple times that it was shipping and it never did. We have made payments for it and were strung along over and over. Finally we requested a refund and were told they would take care of it, and it never happened. we just want our money back.

    Customer Answer

    Date: 03/18/2024

    [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:

    The business after multiple emails and complaints to both the financing company and directly to Suvie finally processed the refund.  This was only a result of from the diligence on our end.  The business did not do this prior even after multiple emails.  This is only resolved as we received the refund its not from them responding here

    Regards,

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

  • Initial Complaint

    Date:03/03/2024

    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 ordered the Suvie Kitchen Robot. It took a month for it to arrive from MA. I set it up and it gave me an error code. I reached out to them and they sent a replacement a month later. I packed the first one in the box the second one came in and set up the second machine. It to gave me an error code. I reached out to them again and told them I wanted a refund because twice the machine didn't work correctly and the asked if I had the original packaging, which I did not, and they are charging me $20.00 for packaging that took almost another month to arrive. I open the box and there is no return label as to where to ship it. I've reached out to them and gotten no response as of yet.

    Business Response

    Date: 04/16/2024

    Hi *****,

    Thank you for sharing your feedback and Im sorry to hear about your experience with Suvie, we certainly understand your frustration.

    After further review into your interactions with our ****** Services team In December 2024 regarding the error code you experienced, our team offered to replace your 2nd Suvie with a 3rd new device. We were understanding that you elected to return your Suvie for a refund instead of a replacement.

    Our ****** Services team shared that we were awaiting the arrival of our return packaging materials that were on order, and once it had arrived the following week we will be sure to expedite it to you so you can complete your return. According to our record, your return packaging materials were shipped to you on March 28, 2024. Our refurbishment facility is awaiting the return of your Suvie and once received, you will receive your refund via Affirm. We have also refunded the $20 packaging fee for all the inconvenience caused.

    If theres anything more we can do for you please email our ****** Services team at ******************************

    Once again, we appreciate your patience with this manner.

    Customer Answer

    Date: 04/23/2024

    [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:03/02/2024

    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 purchased a Suvie oven along with food. I tried the oven along with one meal kit and the food was delivered spoil and it had a bad smell. I shipped the oven back and asked for a refund back in January and I was promised a refund but I still have not received it. I was charged twice.

    Business Response

    Date: 04/16/2024

    Hi ******,

    We appreciate your response and for sharing your feedback with us; we certainly understand your frustration regarding your meal delivery arriving in this condition. This is certainly not the type of experience we strive to provide.

    Ive reviewed your case and see that you have been in contact with one of our ****** Services team members who has been helping you with this thawed meal order. Unfortunately, due to extreme weather conditions along your delivery route, your package was delayed while in the hands of our carrier partner. While we always try our best to anticipate weather delays and work with our carrier partners to minimize any impact, sometimes these situations are outside of our control.

    I see that we have provided you a full refund for this order that arrived thawed, as well as for the return of your Suvie appliance. If you need a trace ID for these refunds, please contact us directly and wed be happy to provide you with this information.

    We appreciate your understanding and should you need further assistance or have any questions, please email our ****** Services team at ******************************

  • Initial Complaint

    Date:02/18/2024

    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.
    I placed an order for a Suvie: Kitchen Robot on February 12th, 2024. On February 14th I received an email stating that my payment failed and my order was cancelled, however my card was charged on February 12th for the total cost of $354.90 and no money has been returned to my account!

    Customer Answer

    Date: 02/29/2024


    Better Business Bureau:

    While I have yet to receive my Suvie unit, I am currently trusting that it will ship soon, and the company has responded and addressed the complaint I filed. 



    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:01/26/2024

    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.
    Initial complaint to company in attachments. * Date of transaction = 1/10/24 * Amount paid to business = $184.83 * What Suvie committed to provide = Frozen meals, shipped with 10 lbs of ice block * Nature of dispute = They did not pack food in ANY ice and it took a week to arrive. Food was completely thawed and spoiled on arrival. * *********** has not responded to multiple emails beginning on date of shipment arrival. They have no phone number to call and state normal response time is within 24 hours. They have made no attempt and communicating and no attempt at resolving the issue.* Account/Order# = **********

    Business Response

    Date: 02/14/2024

    Hi ******,

    We appreciate your response and for sharing your feedback with us; we certainly understand your frustration regarding your meal delivery arriving in this condition. This is certainly not the type of experience we aim to provide.

    Ive reviewed your case and see that you have been in contact with one of our ****** Services team members who has been helping you with this thawed meal order. Unfortunately, due to extreme weather conditions along your delivery route, your package was delayed while in the hands of our carrier partner. While we always try our best to anticipate weather delays and work with our carrier partners to minimize any impact, sometimes these situations are outside of our control.

    I see that we have provided you for a full credit for this order that arrived thawed. Additionally, we have added some more meal credit to your account for the inconvenience.

    We appreciate your understanding and should you need further assistance or have any questions, please email our ****** Services team at ******************************

Suvie is NOT a BBB Accredited Business.

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