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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:01/16/2024

    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 product was order on 12/13/23. The website says 2 to 3 weeks for delivery. It has been over 4 weeks at this point and there is no real ship date from this company. Apparently a refund will take up to ****************************** today.

    Business Response

    Date: 01/30/2024

    Hi *********,

    We appreciate your response and for sharing your feedback with us; we certainly understand your frustration regarding the delay in receiving your order and concern with your refund.
    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 order has been delivered on January 19, **** which is within our original shipping estimate of 4-5 weeks. The *** tracking for this shipment is: 1ZEC07080324187882.

    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:01/11/2024

    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 Dec 2 2023 I contacted Suvie **************** and requested order for appliance be cancelled as the delivery period was excessive and final cost was excessive compared to advertised. I was notified that my order was cancelled and would receive refund. As of this morning the company never refunded and I received email it was being shipped- I reached out again and now no response. Phone# listed is not working #

    Business Response

    Date: 01/30/2024

    Hi ******,

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

    After further review into your interactions with our ****** Services team, we have provided you with a full refund for your order on December 9, 2023. If you are having trouble locating your refund, you can share this trace ID with your banking provider who can help locate your refund: XXXX8374992495903827593.

    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:01/11/2024

    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.
    I purchased a Suvie on 09/13 - said it would take 4 weeks to receive my delivery. I waited until after 4 weeks and they told me it would be just a bit longer and gave me some free vouchers for meals. I emailed back on 10/24 and they said it would still be another 2 weeks. At that point I cancelled my order and requested a refund. I received an email confirmation my cancellation and that my money would be refunded within 8 - 21 business days. I am still waiting on my refund and we are in Jan **** and have not received anything back from them.

    Business Response

    Date: 01/30/2024

    Hi *********,

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

    After further review into your interactions with our ****** Services team, we have provided you with a full refund for your order on October 31, 2023. If you are having trouble locating your refund, you can share this trace ID with your banking provider who can help locate your refund: XXXX1344017000020070967.

    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:01/07/2024

    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 in 11/25/23 and they charged my credit card full amount. I have received a meal box yesterday but the oven has still not arrived. I have emailed the company several times with just a generic response. I have not gotten a tracking number either. The phone number on record is not working.I would like a full refund or the oven. But the company is not responding.Order number R640900998.

    Business Response

    Date: 01/30/2024

    Hi Terrijean,

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

    We ship your first meal box shortly before your appliance arrives so you will have meals in your freezer ready to cook once your Suvie delivers. Prior to your meal box order placement, you received a reminder email to modify or skip this delivery. We also extend the option to cancel any meal order placed up to 3 days after this order is processed.

    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 order has been delivered with the *** tracking: 1Z31X14F0317384462.

    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:12/21/2023

    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.
    Ordered the Suvie with 14 free meals. Suvie never arrived, the number to the company is disconnected & they wont respond to emails. The meals arrived late thawed out RUINED PLUS they charged for them so this $299 purchase is now at almost $800 & we still dont have the actual Suvie!

    Business Response

    Date: 02/14/2024

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

    Additionally, after communicating with our ****** Services team member, we have honored your request to cancel your Suvie appliance order and issue you a full refund, which was initiated on December 27, 2023. If you need a record ID for this refund please contact us directly and wed be happy to help.

    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:12/21/2023

    Type:Sales and Advertising 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 on 12/9/2023 ($615.62 with optional accessories). At the time the advertised promo was $220 off in meals too. The ship day was provided and then I picked out meals and used the coupons/vouchers ($220 off) spread throughout 4 weeks. Each week showed the total amount after the deductions from using the meal discount promo. Then, I was notified of a delayed order date. Which, I had seen that was a frequent complaint prior to purchasing, so I was ok with that. Eventually, I was noticed of the meals arriving next week (not the Suvie) and when I checked the total amount of the weekly food order, unbeknownst to me, it was nearly $100 more than what I was provided as totaled when I had placed the order. My credit card was over charged that extra amount as well. I was not notified of the price increase and then I saw the $220 was taken away and decreased to a total of 3 coupons/vouchers for $37 each. So the $220 was false advertising and I was billed more than what I agreed to for the first order. I checked the following weeks orders and the totals had been increased as well while using only two $37 discounts for a total of the 3 that had been decreased from what was advertised and originally showed in my order). I sent Suvie an email saying to cancel Suvie order. I sent some screen shot pictures of the original advertisement and of what shows in my account now (total of 3 $37 vouchers). I plan to dispute the food charge on my credit card because I did not agree to be billed $185 when the order was placed. I was not notified of the price increase after it was placed. When I placed the food order it showed a lower amount by using the advertised discount (before it disappeared in my account). If you place meal kit orders Be Aware of being billed a higher amount than what shows in your account. I was looking forward to the Suvie food robot and meals, especially since I have had shoulder and arm surgery on my dominant side and cant meal prep well.

    Customer Answer

    Date: 01/01/2024

    [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:12/17/2023

    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.
    **************** and shipping is THE WORST I'VE EVER SEEN! I ordered this on 11/24, and have received no updates since. I reached out to the company this past week, and was told it's 3-4 weeks to ship. The tracking link doesn't work, so unless you create an account, which leads to an excessive amount of spam, you can't track your order status. Mind you they waist no time getting your money, then tell you nothing regarding your order. Don't waist your time or money. This company is more aggravation than it's worth.

    Business Response

    Date: 02/14/2024

    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 contact with one of our ****** Services team members who helped to provide a full refund for your order on January 6, 2024. If you need a record ID for this refund please contact us directly and wed be happy to help.

    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:12/06/2023

    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 purchased a food accessory kit for my Suvie kitchen robot 3 on August 23rd. It cost over $100 and to date, I have not received an update, refund, anything, from the company on my order. I've reached out to them numerous times and the first 2 times it was 'delayed until next month', and now I do not hear back from them at all. I've requested several updates and opportunities for them to provide info to me and no response.

    Customer Answer

    Date: 12/17/2023

    [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:10/26/2023

    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.
    I purchased my Suvie at the end of July this year, it arrived and I could not have been more excited. It looked much larger than I expected so I let it sit inside the front door until my food came. (So I could use it the same day I opened it.) I waited WEEKS for my food, I finally had had enough and emailed to complain and get a return label, they processed my food to ship the next day. I told them to cancel it, I didnt want it and I was sending the item back. It was never unboxed. I sent it back and it was received before September 30th. I was told the refund would take up to 3 weeks. This didnt make me happy, but I dealt with it. I emailed on the 24th of October because, still no refund and supposedly theyve refunded my money but said I have to wait another 3-5 business days. Oh, did I mention the accessories that I purchased with the appliance showed up after Id already emailed to cancel. The company is a mess, the customer service is absolute trash. Itll take forever to get your money back, and youll only get it if you harass them.

    Business Response

    Date: 12/08/2023

    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 compilations with your payment.
    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.

    After further review into your interactions with our ****** Services team, we had shared several updates regarding the current status of your shipment, and we have provided you with a full refund for your order.

    Should you need further assistance or have any questions, please email our ****** Services team at ****************************** Once again, we appreciate your patience and support.

  • Initial Complaint

    Date:10/15/2023

    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 purchased the Suvie oven and pasta cooker on 9.9.23 and estimated delivery the end of September. On 9.25.23 I reach out to their customer service and was told 3-4 weeks. I reached out again on 10.2.23 and was told 4-6 more weeks. I asked to cancel (which is within their policy) and this company will not address canceling my order (Order R022735059). I have now made my first payment and as on 10.15.23 I have not heard or received my products.

    Business Response

    Date: 10/23/2023

    Hi *******,

    Thank you for your response and we certainly understand your frustration regarding our increased ship time. Shipment expectations shown at checkout are our best estimates at the time; however, with unexpected supply chain shortages, these timelines can change. 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 your order (#R022735059) has been canceled and a full refund has been issued to your account. If you have any questions about your refund, need a refund bank trace ID, or need further assistance, please feel free to reach out to our ****** Services team who will be happy to assist. We hope you may consider Suvie again in the future.

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