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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:10/11/2023

    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.
    Placed order for the Suvie unit and meals. My credit card was charged $448.02 on 8/21/23 and again on 9/7/23 for $193.50. I have received meals but not the oven. I've received two e-mail notifications with trackers that my oven has shipped but i think these were sent out without the intention of sending the oven. I have contacted the company many times and keep being told it will ship out next week. My last e-mail to them i asked to escalate and have not heard back. I feel as though this company is a scam or trying to evade me. I would like to have the oven sent or receive a full refund for all money spent.

    Business Response

    Date: 10/20/2023

    Hi ********,

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

    Ive reviewed your case and understand that while your order was shipped on 9/14/23, it appears to have been lost by one of our carriers while in transit. Our ****** Services team has been actively working with you to resolve this issue as quickly as we can. We have shipped you another unit on 10/13/23, with the tracking number 1ZEC07080327233496, which was delivered to you on 10/18/23.

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

    Customer Answer

    Date: 10/20/2023

    [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:10/04/2023

    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.
    We purchased our Suvies on August 21 with a delivery time of 2-3 weeks. First shipment promise was Aug 30 through email. Contacted the company in September since it had not arrived. Told it would ship soon. Get an email on September 14th with tracking number. Tracking number was invalid and was told there was a error in their warehouse but no more products are available so I will need again wait until they get more another 7 business days. I have tried several time to contact their customer service with several days in-between their response. It has now been almost 2 months with no product and no refund or compensation for the delay.

    Business Response

    Date: 10/12/2023

    Hi ******,

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

    Ive reviewed your case and understand that while your order was initially shipped on 9/14/23, it appears to have been lost by one of our carriers while in transit. Our ****** Services team has been actively working with you to resolve this issue as quickly as we can. Please understand that inventory is limited and we have prioritized your shipment as soon as inventory is back in stock. Please expect an update in the coming days as we prepare to ship your new Suvie.

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

    Customer Answer

    Date: 10/12/2023

    Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

    [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

    Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

    FAQ

    Regards,

    ******

     

     

  • Initial Complaint

    Date:10/03/2023

    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 Suvie on November 2022, and after 5 month of malfunctioning it failed. I was told there is a design flow where water leaks in the screen and I will get a replacement unit asap since it's under warranty. I talked to customer service on August and I was promised to receive a new unit mid September. It's October now and customer service doesn't know when they will ship me a replacement unit. They don't give me details or any updates when will I receive the replacement.

    Business Response

    Date: 10/10/2023

    Hi ****,

    We appreciate your response and for sharing your feedback with us; we certainly understand your frustration regarding your new Suvie experiencing a technical issue.

    Ive reviewed your case and see that you have been in frequent communication with one of our ****** Services team members who helped to facilitate shipping you a replacement Suvie at no cost to you. Your replacement Suvies order number is: H22263487764-1 and has been delivered to you. Here is the ***** tracking number: ************. Once again we truly appreciate your patience and understanding.

    We always strive to provide timely response and service for any issues that *** arise. Please feel free to contact our ****** Services team at ***************************** any time and well be happy to help.

    Thank you for your patience and understanding.

  • Initial Complaint

    Date:09/27/2023

    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.
    Purchased my original ***** while it was in Kickstarter but what has transpired since is totally uncalled for. If they would just do what they say theyre going to do everything would be fine. After the original purchase the equipment had a breakdown in the reservoir. Could have been an easy fix or replacement but when contacted I was told they were recalling the units and would send a replacement and send an updated unit. They actually did send a replacement but it did not come with everything the original unit came with so there was no way to cook pasta without it. When I contacted them they said I would have to pay for it because it did not come with the pasta cooker but was available as an add-on for additional money. I actually agreed to pay the additional amount because I loved the original unit so much and used it all the time so the additional cost didnt matter to me. So, I told them that but they then tell me its on backorder. Why they didnt say that I the first place is beyond me.So, I had not end taken the unit out of the box until after I spoke with them about the add-on. We hooked it up and loaded our meal in the u it, set it to cook and midway though the meal the unit popped up with an error on the screen. I contacted support and they had me do a reset on the unit and we tried again but could not get it to work. So when I called back they said they would simply replace it for me with yet another newer updated model and I told them that would be fine We ***** another 3-4 weeks and nothing ever arrived so I called hem back and was told that these units were on backorder as well. I was getting a little upset at this point and tried to contact them again and was never able to get them back on the phone so I started trying to contact them at their suppler email and even on ******** but have still not been contacted back again from ANYONE. It has been almost a year now and all I have is a hunk of just taking up space on my counter.

    Business Response

    Date: 12/08/2023

    Hi *****,

    We appreciate your response and for sharing your feedback with us; we certainly understand your frustration regarding your new Suvie experiencing a technical issues.

    Ive reviewed your case and see that you have been in frequent communication with one of our ****** Services team members who had tried to help resolve these issues and offer to send a replacement device. Wed like to have one more chance to make this right and will be happy to ship you our newest model for free, which we have currently in stock. A team member will be in contact with you to coordinate this shipment. Once again we truly appreciate your patience and understanding.

  • Initial Complaint

    Date:09/11/2023

    Type:Sales and Advertising 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.
    Affirm and the business website state that Affirm can be used as a payment method. I first went through the Affirm app to their website which states in the *** that I can use it it for purchase. When I get to checkout, Affirm is not an option. Removing the meal plan is not an option as they require you to subscribe to a meal plan. Their answer seems to be a highly suspect business practice as they've stated that I can only use Affirm if I purchase the same system available on sale at full price. This caveat is not mentioned in the ***, and does not sound legal to charge a different price for the same product depending on the payment method. Especially since they require a subscription for purchase, and in fact there is no clear option to do as their email response is telling me. I contacted their customer service department asking why this was happening and this is the answer I received:"Hi ****,Thanks for reaching out, happy to help! Affirm is currently available for our Suvie System and Chefs packages. You wont see it as an option on the base package ($299) or refurb models. Please choose either the ($599) or ($799). Let us know if there's anything else I can assist you with. Best,******* Suvie ****** Services **************** **************************************** Suvie Referral Program: *********************************************"

    Business Response

    Date: 09/13/2023

    Hi ********,

    We appreciate your response and for sharing your feedback with us; we certainly understand your frustration regarding our Affirm payment plan policy.

    Affirm payment plans are currently only available on 2 of our packages - The Suvie System and Chefs Packages - which do not require a minimum meal box subscription. Since a subscription is required to take advantage of our base package model, our financing partner, Affirm, is not able to accommodate this offer.

    We certainly understand the confusion and appreciate you providing this feedback; our team will be sure to update our website with more information about our Affirm financing policy.
    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:08/22/2023

    Type:Order 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 2.0 on 1/11/22. I received an e-mail stating, "Based on our current production timeline for Tier 5 orders, your Suvie Kitchen Robot is estimated to ship in 6-8 weeks". On 3/14/22 I received an email update citing port delays as the reason my delivery would take another 3-4 weeks. On 5/6/22 I received an email telling me that my Suvie was on a freight ship that was still out to sea. I should receive it by June. If I didn't want to wait until ****, I could notify them and they would send me a refurbished Suvie 2.0 (So I guess at least someone received their appliance?) and a $75 credit for their meal service. On 6/2/22 I received an email update explaining that COVID caused manufactoring delays causing my delivery schedule to be pushed out 2 months. (But I thought a fully manufactored unit was on a freight ship from ***** in *********** are "a small team of only 40 people globally and we are committed to creating the best experience possible." They were excited to tell me that I could expect my Suvie between July and August. So I should, "Sit tight and keep up the positive attitude."On 8/23/22 I received an e-mail explaining even though COVID locked downs haulted production of their 2.0 model, they were able to continue manufactoring of their 3.0. So, I received a courtesy upgrade to the 3.0 and a $100 credit. I could expect my delivery in 5 - 7 weeks. This is clearly willful deciet. They strung me along with periodic updates to keep me hopeful until my expected delivery was more than 1 year from purchase, and outside of the standard window to file a complaint. I received no updates after 8/23/22 until I asked for an update today. "*******" responded with the exact canned e-mail I received last August promising delivery in 5-7 weeks. .

    Business Response

    Date: 09/13/2023

    Hi *********,

    We appreciate your response and for sharing your feedback with us; we certainly understand your frustration regarding our increased ship time.

    Shipment expectations shown at checkout are our best estimates at the time, and can sometimes shift. Carriers across the US at that time were encountering an increased volume of orders, staffing, and vehicle shortages, which is what contributed to these increased shipping delays, and had impacted many other companies throughout the US. 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 agreed to upgrade your order from a 2.0 model to our newest 3.0 device at that time, at no additional cost as well as provide you with a $100 Suvie Meal credit. According to our records, your new Suvie order has been delivered to you.

    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:08/09/2023

    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.
    Have been attempting to contact about the ***** NEW SEALED starch cooker I received as a gift that has been stuck with a blank screen since I turned it in the first time and it was forced to UPDATE the screen was lit up but on reboot was blank after. I have been attempting to get help since Monday after it was stuck that way for like 24 hours and have heard nothing and there is no way to call. I would hope you guys offer better service for $500 plus items.

    Business Response

    Date: 08/18/2023

    Hi *********,

    We appreciate your response and for sharing your feedback with us; we certainly understand your frustration regarding your new starch cooker not powering on.
    Ive reviewed your case and see that you have been in frequent communication with one of our ****** Services team members who is helping to facilitate shipping you a replacement unit.
    We always strive to provide timely response and service for any issues that *** arise. Please feel free to contact our ****** Services team at ***************************** any time and well be happy to help.

    Thank you for your patience and understanding.

    Customer Answer

    Date: 08/20/2023

    Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

    [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

    Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

    FAQ

    Regards,

    *********

     

     

  • Initial Complaint

    Date:02/02/2023

    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.
    My husband bought my Suvie kitchen robot for my Christmas gift. He bought the chef package so I got 2 pans and other things and. Starchie. My product arrived broken. The door has been broken since December and it is now February. I have no sign of receiving my replacement door anytime soon. I have been told 3 times that it is coming. Ive wanted this product for 7 years. Im extremely disappointed and upset that I have been robbed by a company I thought was legit. Very sad. I would like my money back. appears Im going to have to take them to court.

    Business Response

    Date: 03/06/2023

    Hi ****,

    We appreciate your feedback & thank you for sharing your experience with Suvie. After further research into your inquiry with us on 2/2/2023, it appears that there were some issues with receiving your replacement Suvie door.

    We do apologize for any inconvenience this caused. We do our very best to ensure your items are delivered in a timely manner with no major impact. Your replacement door was shipped on 2/8/23 and according to the ***** tracking # ************, was delivered to your home on 2/10/23.

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

  • Initial Complaint

    Date:01/19/2023

    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.
    We purchased the item in November and chose the payment plan. Within 30 days, we returned the product with the labels they provided through email. They've since taken out nearly $400 (two monthly payments) with no response from the company on the return of our money. The third party they use, ******, said they cannot give us our money back until Suvie contacts them confirming the return. Which they have not done. There are several similar complaints on an unofficial Suvie group on ********* I've emailed Suvie and told them this is theft and I truly hope there is an investigation opened against them. I've given them seven days to make things right and if they don't, I think I'll be the one to open something against them if the commenter below hasn't done so already.

    Customer Answer

    Date: 01/31/2023

    Better Business Bureau:

    After several email exchanges, a public forum post seen by one of the business moderators, and another miscommunication for my refund, I finally received the full amount for complaint #********. They asked me to remove my complaint but I refuse to do so when they have a consistent track record of not delivering their product or not refunding people's money. The best I can do is help others be aware of this business. Several people commented on the public forum, responding to the moderator about them not returning their email correspondence, and the moderator continued to ignore them. 

    Regards,

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

  • Initial Complaint

    Date:10/02/2022

    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 the Suvie 2.0 and waited 4 months to receive it. I liked the 2.0 and other than connection issues, I was ok with it. Within less than a month they announced a 3.0 version and offered to replace my 2.0 version no cost to me. I waited a month and then received the 3.0. The 3.0 arrived with water in it and dents and rough metal places throughout. The unit was cheaply put together as you can see in pictures. They only offered me ***** as compensation. The unit is very heavy and hard to box and return. I want to just throw it out.

    Business Response

    Date: 03/06/2023

    Hi *****,

    We appreciate your feedback & thank you for sharing your experience with Suvie. We understand that your new Suvie 3.0 arrived with some cosmetic issues, and we do sincerely apologize for any inconvenience this caused.

    After further research into your inquiry with us on 10/2/22, it appears that our ****** Services team reviewed the photos provided and determined that the cosmetic damage occurred during shipping, and offered compensation if you were willing to accept the order, with no impact on your Suvies performance; otherwise we would send a replacement. During our conversation we agreed to return your Suvie for a full refund, which was issued on 10/17/22.

    Should you need further assistance or have any questions, please email our ****** Services team at ****************************** Once again, we appreciate your patience with this matter.Tell us why here...

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