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Business Profile

Ecommerce

Suvie

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Ecommerce.

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:08/02/2022

    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 made a purchase with Suvie in May 2022 and have yet to receive the order. I was given updates that it may ship out in a week but it has been a month since. I contacted Affirm to tell them I have yet to receive the product and want to pause or cancel the payment and they said I had to talk to Suvie. I can't get a hold of them and I paid $908 on the Suvie oven and starch maker. I just want either the product or a refund but no one is answering.

    Business Response

    Date: 03/07/2023

    Hi ******,

    We appreciate your response and for sharing your feedback with us. After further review of your interactions with us on August 2, 2022 regarding the status of your Suvie order, our ****** Services team confirmed that your order had shipped, with ***** tracking ************, delivered on August 10, 2022. We understand that increased shipping delays due to increased network demand are frustrating, and we always do our very best to ensure your items are delivered in a timely manner.

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

Suvie is NOT a BBB Accredited Business.

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