Complaints

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.

• Initial Complaint

  Date:07/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Dinnerly automatically enrolls users into a subscription without obtaining clear, explicit consent to place an order. The platform employs deceptive business practices by requiring a credit card before allowing users to view their weekly meal options. Despite not proceeding with the order, the system still processed it without my authorization.After being left on hold for 12 minutes and then having my call disconnected when I tried again, I finally reached out after work to request a cancellation. At that point, I was told there was nothing they could do. As a result, I was charged the full amount without my express permission. Im simply requesting a refund for a purchase I did not agree to make..

  Business Response

  Date: 07/08/2025

  Hi *****! Thanks for reaching out. We're sorry that you received an unexpected box from us. We reviewed your account, and it was cancelled on 7/7, but the first order was already placed. According to our Terms and Conditions: 3.3 If you wish to cancel your first order, you must contact our **************** team. Simply cancelling your membership will not result in the automatic cancellation of your first order. For all subsequent orders, you can skip or make changes yourself in your account area. Since no contact was made before the cutoff on 7/6, the order was charged as scheduled on that day and produced to be delivered on 7/8. You can always keep up to date with our current and upcoming meals at ****************************************************************************** signing up or providing any form of payment information. We only ask for the payment information if the customer decides to subscribe and clicks on "Start cooking now" or "Choose your meal kit". We are sorry for the inconvenience caused. If you need additional support, please don't hesitate to contact us. Kind regards. 

• Initial Complaint

  Date:06/11/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 called customer service last week and got my canceled membership and a refund. Yesterday I got another delivery that I did not place or authorized. I spoke to customer service and they said my account is now closed and I would not get a refund. I asked to speak with a supervisor and he said someone would call me in the next 24 hours. I have yet to hear from them and I called customer service 2 more times and I was told I would just have to wait for them to call. I didn't sign up for this and they continue to not help me.

  Business Response

  Date: 06/11/2025

   Hi *******, thanks for providing your feedback. We can confirm that you did mention that you wanted to cancel your order until you were able to secure a place to leave your orders, seeing that they all got stolen, in the contact made before you said you had never signed up for our service. Although that is not a request for cancelling the account, I see how you expected the expert to understand that it was. As for your request for an escalation, I see that you did in fact speak with a case manager well within the mentioned 24 hours, who provided a refund on the matter, but we are sorry if that was not as fast as you expected. We are really sorry for this experience. Feel free to reach out to the team if in need of assistance on other matters. All the best!

• Initial Complaint

  Date:05/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 have had continued issues with Dinnerly. My last few boxes have either been missing some of my items, my items have been damaged, and as of today, it just did not show up. All I was told by the business is to wait 24 hours and a manager will call me. I do not have food that I paid for for the week. They will do nothing to refund this order and to compensate continued issues. Do not use DInnerly going forward. They are not a reliable company and do not offer any reliable customer service. You are better going to a more established company and paying a little more than to have a company that cannot execute what they promise in a timely manor.

  Business Response

  Date: 06/05/2025

  Hi *****,
   
  Thank you for taking the time to share your experience with us.
   
  We're truly sorry to hear that our service didnt meet your expectations, especially after you enjoyed the recipes. We completely understand how frustrating it must have been to deal with repeated issues, including damaged or missing ingredients and the undelivered box on June 3rd. While we had no shipping update from the courier, a full refund of $50.99 was issued for that order, and you should see it reflected in your account within 7 business days, depending on your bank's processing times. This matter was also reported to our logistics team for proper follow-up and to help prevent similar issues in the future.
   
  Regarding your last delivered order, on the 28th of May, while we regret the issue with the buns (for which a $3.50 refund was issued and the matter reported to our fulfilment centre), no tomatoes were included among the ingredients that week. Should you decide to give us another chance, providing the specific order details, meal names, and photos of any affected items when reporting issues would help us resolve them more efficiently. Please feel free to reach out to our customer support team if you have photos or further details about the tomatoes so we can investigate.
   
  Were sorry to see you go, *****. Your feedback has been shared with our teams for ongoing improvement, and we truly appreciate your time with Dinnerly.
   
  All the best,

• Initial Complaint

  Date:04/04/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Date of the transaction: April 4, 2025 Amount paid: $150.79 for 5 meals intended to serve 4 people Details of the complaint:I placed an order with the business on April 4, 2025, for a total of $150.79. The purchase was for a meal delivery service that was supposed to include 5 meals, each serving 4 people. Upon delivery, the box was found crushed on my doorstep. In addition to the physical damage to the box, the contents inside were warm and visibly damaged, which raised concerns about food safety and quality.I contacted the business immediately and provided them with multiple pictures clearly showing the damaged box and compromised contents. Despite my request for a full refund, the company only issued a partial refund of $80. I have since requested a full refund multiple times, but they have not responded satisfactorily or taken further steps to resolve the issue.Nature of the dispute: - Product arrived in an unacceptable condition (damaged packaging, unsafe food temperature) - Partial refund was issued despite the product being entirely unusable - Repeated full refund requests were ignored or denied Business resolution attempt: The business has only offered a partial refund of $80, despite evidence and repeated requests for a full refund.

  Business Response

  Date: 04/06/2025

  Hi *******, thank you for the feedback provided regarding the issue you reported. After reviewing your case, I can see that after several contacts, you were advised that the issue was reported with pictures after the order was delivered on April 4, 2025. We understand the concerns raised, but we would like to clarify that our compensation policy is based on the value of the affected ingredients, and we are unable to offer replacement items. As per our policy, compensation is calculated by considering the quantity and average market value of the ingredients, along with the inconvenience of sourcing replacements on your own. If the cost of purchasing replacements exceeds the credit provided, you can submit a receipt, and we will reimburse the difference. We sincerely apologize for the inconvenience caused by the damaged packaging and compromised contents, but after reviewing this case and the feedback provided by one of our case managers who attempted to contact you, we are unable to offer further compensation beyond the partial refund issued. Your feedback is valuable to us, and it helps us refine our processes. We appreciate your understanding. All the best!

  Customer Answer

  Date: 04/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

  Upon delivery, the box was visibly crushed, and the contents inside were warm, compromised, and clearly unsafe to consume, which I documented thoroughly with multiple photos and shared immediately.
  
  Given that none of the food was usable, a partial refund of $80 does not come close to covering the total loss of the entire ordernot to mention the inconvenience and risk posed by receiving spoiled food.
  
  Dinnerly's response makes it sound as though this is a minor issue of a few damaged items. That is not the case. This was a complete product failure, both in quality and safety. It is unreasonable to apply a piecemeal compensation policy when the entire order was rendered useless due to shipping and temperature control failuresfailures that are entirely the responsibility of Dinnerly and the delivery process.
  
  Additionally, their note that we are unable to offer replacement items is irrelevant in this situation; what I requested, repeatedly, was a full refund. Offering anything less when none of the product was usable is unacceptable.
  
  If Dinnerly cannot ensure the delivery of safe, usable food, then they must take full responsibility when that failure occurs. I am again requesting a full refund of the original $150.79.

  
  Please address this issue seriously and provide the full refund due.
  
  Sincerely,
  
  
  ******* *********
  
  
  
  
   

  
  

  Business Response

  Date: 04/17/2025

  Hi *******, thank you for your message, and I sincerely apologize for the frustration this situation has caused, as well as for the delay in processing your previous refund. After reviewing your case, **** issued a full refund for the amount paid for the box. Please allow up to 7 business days for the refund to be finalized. We appreciate your feedback and the opportunity to address this. If further assistance, please don't hesitate to contact our ************* Team.  All the best.

  Customer Answer

  Date: 04/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* *********
  
  
  
   
  
  

• Initial Complaint

  Date:04/04/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  When I started placing an order, I was first asked to provide my credit card and shipping information. Only after that was I shown the actual meal options. At that point, I realized the meals weren't prepared, so I chose not to continue and didnt finalize any order. However, the next day I received an email saying my order would be shipped on 4/7, and my credit card will be charged on 4/4. I contacted customer service four days before the scheduled delivery to ask why I was being charged and sent a meal package when I hadn't completed an order. They told me it was too late to cancel the order and that even though my shopping cart was empty, the company would automatically select meals for me based on the preferences I entered earlier in the process.

  Business Response

  Date: 04/04/2025

  Hi! Thanks for reaching out. You can always keep up to date with our current and upcoming meals at ****************************************************************************** signing up or providing any form of payment information. We only ask for the payment information if the customer decides to subscribe. Even by clicking on those options, the payment is only taken on the billing day of your first order, which, in your case, was on 04/04. According to our terms, if you wish to cancel your first order, you must contact our **************** team before the billing date, and since no contact was made prior to the cutoff, the order entered production as expected. For this reason, this order is not eligible for a refund. We apologize for any inconvenience caused and appreciate your understanding. If you need additional support, feel free to reach out to our customer care team. Kind regards.

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 was on website. I was going through the plans and meals and started the set up process. You have to put a payment first, but it says they will not charge you until you check out and are done. But I was like okay. And added ******. I had to go deal with kid and family stuff. I left it open. I figured that was that. I ended up not wanting, didn't finish looking at meals, didn't pick a date, didn't click check out that's for sure. I get a CHARGE. So I immediately go to the website. I try to "log on" to what it would have been, says I don't HAVE an account well DUH. I go and try their customer chat multiple times, NO ONE comes to chat ever. Not to mention I NEVER got an email for CONFIRMATION. I NEVER got a WELCOME email. I never got an EMAIL even confirming the order with an order number etc. Not cool. I emailed them right away. I emailed them on ******. I called my bank and dispute it right away. I get an email YESTERDAY saying my ." box" will be "late". So I send them emails back. I MAGICALLY and SPEEDILY get an email back from a ****** saying it's too late and I should have at the beginning and that I can log in etc. Ignoring my email and EVERYTHING I've said. Just spewing copy paste things. On the first email yesterday, I noticed a phone number . I called it 3 times. It goes "welcome to dinnerly, please hold while I connect you". You get elevator music. After 5 mins it cuts to silence.... then 2 mins of silence it hangs up. EVERYTIME. So how does one fix something "on time" if one can't get a freaking customer service ******** How is it okay to charge a person when they don't even finish the check out or account creation process?? I will fight this hard. I do not have an account order or tracking number. Don't even have an actual account. The money is weird. On ****** it says *****. My bank *****. ****** can't screenshot. My first email can't find. Didn't screen chat attempts. The others calls.

  Business Response

  Date: 04/09/2025

  Hi ******, thanks for your feedback. We are truly sorry for this experience. I see that you have since been in touch with a case manager, who explained as to why all this occurred, but to clarify, as you can always keep up to date with our current and upcoming meals at ****************************************************************************** signing up or providing any form of payment information, you are then advised that "By clicking "Place order & choose meals" or ******* Checkout", I agree to the Terms, the Privacy Policy", at the stage where you add the payment details, so by proceeding, the first order is set in place.
  It is of course possible to cancel your first order as long as you contacted us before its billing day, as stated in our terms & conditions. As that was sadly not done, being the cut-off the day of the account creation due to the first delivery date picked, by the time you reached out, no further actions could have been taken as all ingredients had been purchased for your order by then. As for the total charged, it was indeed the $30.92 on our end, so you better review that with ******. Our sincere apologies for the inconvenience that this has caused you. Feel free to contact our lovely customer care team if you need further assistance. All the best!
  

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Dinnerly is refusing to fix the issues below and has for several months:- Boxes are not able to hold the weight of 6 meals with 4 servings each resulting in damaged/opened boxes delivered every single time.- A manager hung up on me and they refuse to let me contact another manager for assistance.- The internal bag that holds all of the food is never sealed leaving the contents vulnerable when the box is damaged.- Ice packs are packed with the meat causing the bags of meat to be damaged and leak over all other contents of the box.

  Business Response

  Date: 04/01/2025

  Hi *******, thanks for your feedback. We're sorry to hear about the issues you've experienced with your Dinnerly boxes and the support you received from the ************* team. We truly regret any frustration this may have caused, as it does not align with our standards. Upon review, we see that another Case Manager has already reached out to you via email regarding your concerns. Should you need any further assistance, we are happy to help ensure a smoother experience in the future. All the best!

  Customer Answer

  Date: 04/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  While I appreciate the outreach from another manager, the underlying issues have not yet been rectified. Therefore, this complaint remains active. I look forward to observing concrete changes that address the damaged packaging, unprofessional customer service, and unsealed food packages, at which point I will be able to re-evaluate the situation. 
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* ****
  
  
  
  
   
  

  Business Response

  Date: 05/26/2025

  Hi *******, thanks for reaching out and your feedback. We are sorry for the poor experience you had with our packing. We have passed your comment as feedback to our production team for future improvements. Feel free to reach out to our customer care team if there is anything else. Thanks. 

  Customer Answer

  Date: 06/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I've received multiple confirmations that reports have been filed, but I haven't observed any tangible changes yet. The complaint remains. 
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* ****
  
  
  
  
   
  

• Initial Complaint

  Date:03/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Company gives excuses when they fail to delivery to correct address. They refuse ti refund money due to the polices. **************** lies has zero way to contact supervisors. Have to wait for call backs for weeks.

  Business Response

  Date: 03/24/2025

  Hi *****, we appreciate the opportunity to address your concerns regarding your recent order with Dinnerly. Upon reviewing your case, we found that the delivery address for your order scheduled for March 21st was not updated before the 7-day cut-off period. Changes made after this deadline, such as the update on March 15th, do not apply to locked orders. Our team previously advised on this policy and escalated your refund request per your request. A case manager attempted to contact you via phone, and when that was unsuccessful, followed up via email. As outlined in our Terms and Conditions, once an order passes the cut-off, it is finalized for processing and shipment. Because of this, we are unable to issue refunds for orders that were shipped to the address on file at the time of cut-off. This policy is in place to ensure the quality and freshness of our ingredients, which are sourced specifically for each customers order. We sincerely regret any frustration this situation has caused and appreciate your feedback. Should you need any further assistance, we are happy to help ensure a smoother experience in the future. All the best!

• Initial Complaint

  Date:03/12/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 Tuesday, March 11, I visited a website listing various meal delivery services and selected Dinnerly for its "Best Value" designation. However, I encountered several issues with the ordering and cancellation process that require immediate resolution.Upon signing up, I noticed that essential product details, such as recipes, were only accessible after providing payment information. Once inside, I discovered a limited selection of no-prep meals, prompting me to cancel. According to your payment page, cancellation up to seven days before delivery should prevent charges. However, despite canceling on March 11 for a March 18 order, the system had already processed the order.After canceling, I was surprised to see an order still scheduled at full price ($150). To adjust, I reactivated my account, modified the order to meet the $28 minimum, and canceled againonly to find the original $150 order still active. Additionally, changes to delivery dates and meal selections did not accurately reflect within my account, only appearing when I attempted to cancel.This process has taken significant time and effort, defeating the purpose of a meal delivery service meant to provide convenience. At this point, I do not wish to receive any orders and request immediate cancellation without charges. Please confirm that my subscription has been canceled and that no payments will be processed.I appreciate your prompt assistance in resolving this matter.

  Customer Answer

  Date: 03/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** ********
  
  
  
   
  
  

• Initial Complaint

  Date:02/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 account was reactivated after 5 years, information changed, and an order billed to my ****** account without my awareness. I only found out about it when ****** emailes me the charge notification. Dinnerly refused to cancel or refund the fraudulent order. They will not allow me access back into the account that I paid for, nor have they sent a copy of the reactivation email they say was sent but I do not have. I've asked repeatedly for this with no response after a week other than "we're looking into that". **************** has simply repeated the same script in many of the other complaints, even at higher levels after I asked for someone with more authority. I removed the authorization on my end with ****** and filed a dispute. Dinnerly says they have canceled the account, but I have no way to verify that other than their word since I cannot access the account to verify this and did not receive an email, since that information was changed by someone else. They have treated me like I was the one in the wrong from the beginning and have expressed zero sympathy, concern, or any verifiable action to ensure the issue is resolved.

  Business Response

  Date: 02/24/2025

  Hi *******, thank you for the feedback on this. After checking this, we can confirm your complaint has been correctly addressed on our end. Simply having an email account hacked would not excuse the fact that the ownership of the account is yours in case any data is compromised. We also informed you at the time why we would not be able to refund and also escalated this to a supervisor who is currently checking this although these emails are not mandatory as when reactivating, the customer is aware they are actioning this, meaning that is this was someone else, we are unable to take action. Still, a case manager is already checking this internally to be able to come up with an outcome and they will be in touch as soon as possible. All the best!

  Customer Answer

  Date: 02/26/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   I'm having to go through my credit card company to get resolution. Dinnerly has said there is nothing more they will do. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** ***