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:02/19/2025

  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.

  2/14/25 I went on the dinner lay website to learn about their meal delivery and also the total cost associated with it. In order to find the cost you must enter you debit card number and personal information. After I entered my information and looked at other programs I decided to unsubscribe. My first email confirmed my order (which I didnt actually place). So I went in and cancelled my subscription. I received another email stating my subscription was cancelled. Today, I received an email saying my order would be delivered tomorrows. Thinking this was just an error or an automatic email, I checked my bank account and they charged my card $47.05. I contacted Dinnerly and they told me there was nothing they could do and that I should have cancelled it from the first email I received. I cancelled my subscription six minutes after my order (that I didnt actually place, I just entered my debit card information). I then called Shazam, my debit card company to see if anything could be done. I was told that unfortunately they couldnt do anything but that I would want to either cancel my card or put a temporary hold on it because there was another pending charge from them for $47.05. I would like a refund but more than anything, I would like to report this. I feel like o was scammed. I gave my debit card information just so I could see the cost. Now I have my debit card on hold.

  Business Response

  Date: 02/19/2025

  Hi *****, thank you for sharing your feedback. We are really sorry to learn that you had a poor experience with us. The reason as to why the first order is set in place when you accept it and confirm the account creation and terms, done at the last stage where you add the payment details, is because you don't need to add any information to see the recipes, or even to see the cost of the meals. Both can be easily checked on our website, at ***************************************, and **********************************************, without adding any information at all. This is why all the initial emails are sent, and, on both the help center and the terms and conditions, you can read the following: "If you wish to cancel your first order, you must contact our **************** team. Simply canceling your membership will not result in the automatic cancellation of your first order", hence also why the expert who assisted you was not able to offer compensation, as you reached out the day before the delivery. Please accept our sincere apologies for the inconvenience that this has caused you, and hope that this offered some clarity as to why the charge was processed. Kind regards.

  Customer Answer

  Date: 02/19/2025

  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

  Though their response doesnt resolve my complaint, I realize this is a battle I wont win. It still doesnt explain why there was another pending charge on my account from ********************** that forced me to cancel my debit card.
  I accept responsibility for not reading the terms and conditions but do not agree that I saw the TOTAL amount (including shipping and taxes) before I had to enter my information. The letter said multiple emails were sent however there was only one email sent prior to my cancellation (I checked after my phone conversation with Dinnerly because initially, I didnt see the first one). Your lack of complete transparency is disappointing, but I should have spent additional time reading the fine print.
  I have to accept the fact that I was legally tricked into this order. I definitely have learned some lessons from this experience and will do my best to help others not make the same mistakes. 

   

   

   

   

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

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

• Initial Complaint

  Date:09/03/2024

  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 signed up for the meal delivery service from Dinnerly. They ship fresh ingredients to make meals at home. I work 3 jobs and go to school so it was very convenient for me. In early July I had a box that got lost in shipping and arrived a day or two later than expected. The food inside was spoiled due to the 100+ degree temperatures and it being late. I took photos proving the meats were above a safe temperature and emailed the company. When I didnt hear back I opened a ****** claim. ****** agreed the food was spoiled but fresh food isnt covered under there guarantee. I closed the ****** claim and again contacted the company. They asked for proof the ****** claim was closed and I sent a screenshot. They said they would process the refund. Several weeks later they tell me that they wont process a refund because the ****** claim is open, when it in fact is not. They have the screenshot to prove it. Not to mention it shouldnt matter one way or the other. Im owed a refund as the late delivery was no fault of my own and in fact the shipping service they choose to do business with.

  Business Response

  Date: 09/06/2024

  Hi *****, thanks for reaching out. Upon reviewing the order for 07/23, we can confirm that a refund of $73.38 was issued. When the refund was first requested, the transaction couldn't be completed as the dispute was still coming up as open on our side. After we received your confirmation, the refund was submitted and completed. If you haven't received it yet, please allow up to 7 working days for the funds to post. As always, feel free to reach out if you need further assistance. All the best! 

• Initial Complaint

  Date:07/18/2024

  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 started ordering Dinnerly 3 weeks ago. I received my first box on July 3rd with no issues. I was set to receive my next box on July 10th. The box was never received. I did not get tracking or a delivery notice. I figured it had something to do with the hurricane that was in the area, but did not get any notice that it would not be delivered. I sent in a complaint and was told I would get a refund. I never received that refund. I did cancel my account but I wasn't able to before the next box was set to be sent, which is fine. Today, the 17th, it said it was delivered but no box was outside. I followed the tracking link and it was sent to an address that is years old. When I contacted their support number, I was told that they would not refund my money for either box and refused to admit any fault on their part for sending it to a prior address. I did change my address as I did receive a box at my address. All I would like is a refund for both boxes which totals: $229.14. I did set up to pay through PayPal. I will include a picture. It is paid to MMM consumer brands.

  Business Response

  Date: 07/18/2024

  Hello ********, thank you for reaching out to ** and bringing this issue to our attention. I sincerely apologize for the inconvenience you have experienced with your recent Dinnerly orders.
  Upon reviewing your account, I noticed that another address was added, but it was not set as the default for subsequent orders. As a result, the boxes scheduled for delivery on July 10th and July 17th were sent to the previously default address on your account. Unfortunately, without the updated address being set as default, our system would not have recognized the change for future deliveries.
  I understand how frustrating this situation must be, especially when you expected your boxes to arrive at your current address. To address the issue of the missed deliveries, I can confirm that our automatic system provided a credit of $112.38 as a gesture of goodwill for the inconvenience caused. This credit is available on your Dinnerly account and does not have an expiration date, so you can use it for any future orders at your convenience.
  However, because the boxes were delivered to the address listed as default on your account at the time, we are unable to process a refund directly to your bank account. 
  We sincerely apologize for the inconvenience this may cause you. If we can offer assistance in any other matter, please feel free to reach out to us directly by phone at ************ email ****************************** or through our chat function. We value your feedback and are committed to improving our services. All the best.

  Customer Answer

  Date: 07/24/2024

  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 do not want to continue to use this service or their "credit." Dinnerly giving me a credit does not absolve the mistake made on their end. I changed my address, therefore subsequent deliveries should have been made to that address. There was even the week that I never received a notice of delivery - it simply wasn't delivered to either address. I do not want a credit for something that was not my mistake, but the company's. In a time where groceries are at an all time high, this is a very disappointing outcome. I do hope this stays on their record to warn possible future customers to avoid **********************. 

   

   

   

   

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

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

  Business Response

  Date: 07/25/2024

  Hello ********, I appreciate you bringing this matter to our attention, and I'm sorry to hear about the inconvenience you experienced with your delivery. Upon reviewing your account, I noticed that the box was delivered to the address set as default in your profile. While you do have a secondary address listed, it was not marked as the default delivery address. Unfortunately, without this setting, our system uses the default address for deliveries. As a gesture of goodwill, our team has credited your account to acknowledge the inconvenience you've faced. Since the delivery was made to the address specified in your account settings, we cannot issue a refund. However, the credit provided can be used towards future orders. If you have any further questions or need assistance in updating your delivery address settings, please don't hesitate to contact us via phone at ************, chat, or email at ****************************** Were here to help. Thank you for your understanding and patience. All the best!

  Customer Answer

  Date: 07/30/2024

  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 believe this is the second response I've received that is basically the exact same and it still does not give a satisfactory result. As previously stated, I will not continue doing business with Dinnerly and do not wish to receive a credit. I have no more to say on the matter unless a refund is issued. 

   

   

   

   

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

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

• Initial Complaint

  Date:06/24/2024

  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 tried to cancel my subscription multiple times after receiving subpar ingredients, and insanely small portion. Apparently, my cancelation was unsuccessful and they sent me another box, EVEN THOUGH I LITERALLY CANCELED MY CREDIT CARD, and then they sent me a bill for the box, that I didnt want in the first place.

  Business Response

  Date: 06/24/2024

  Hello ******, thank you for reaching out and sharing your concerns.

  We sincerely apologize for any inconvenience this situation may have caused you.

  After thoroughly reviewing your account, we confirmed that our case manager spoke with you regarding the cancellation of your account after the cutoff period. As outlined in our Terms and Conditions, changes must be made before the cutoff to take effect for the next order cycle. Additionally, our policy states that orders may still be processed even if the initial payment fails, with the payment collected at a later time (****************************************).

  We understand that this may be frustrating, and we truly value your feedback as it helps us improve our services. If you have any further questions or need additional assistance, please don't hesitate to reach out to us directly by phone at ************, via email at ****************************** or through our chat function.

  Best regards!

• Initial Complaint

  Date:06/04/2024

  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 saw a link for Dinnerly online, and wanted to check what was on the menu, but you are only allowed to see it if you register and provide your card information. I did so, only with the intent to view the menu and decided whether I wanted to use their meal kit services. Once I saw the menu I decided that their recipes were not my taste at all so I cancelled the subscription, only to go into my bank account a few days later and see a charge for $69.80, I then reached out to them only to be told that even though I cancelled my subscription before I even placed any order they chose items for me and placed the order and that on top of cancelling my subscription I also had to cancel the first order so that I wouldn't be charged. This seems like a scam since once you cancel a subscription it is illogical to think that you have to cancel an order for a service you are not even subscribed to. A manager isn't even readily available and they have since refused to refund the charge, mind you the order hasn't even gone out yet so they have time to cancel it, but still refuse to. I just want my money refunded, since I do not want to pay for food that will simply be thrown away since I don't eat any of what they are allegedly since I did not place the order they did on an account that had been cancelled with minutes of registering for it.

  Business Response

  Date: 06/04/2024

  Hi *******, thank you for your feedback. After looking into your complaint we were able to confirm that the matter was followed up on by a case manager and the issue was promptly handled to your liking. We apologise for any inconvenience caused and thank you for your patience and understanding. Best regards! 
  

• Initial Complaint

  Date:05/28/2024

  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 canceled my dinnerly account on May 17, 2024. On May 23, 2024, dinnerly authorized a charge on my card. I reached out to dinnerly on May 23, 2024 about the fraudulent charges. I didn't recieve a response until May 27, 2024. Their response was it's too late we've purchased the ingredients. I would like a full refund. I canceled services and should not have been charged for them.

  Business Response

  Date: 05/28/2024

  Hi ******, we're sorry for the issue you encountered with our service. Please note the following information related to your first box, provided on our T&Cs:
  
  "4.3 If you wish to cancel your first order, you must contact our **************** team. Simply canceling your membership will not result in the automatic cancellation of your first order. For all subsequent orders, you are able to skip or make changes yourself in your account area."
  
  This means that canceling your account does not result in the automatic cancelation of your first delivery. Upon further review, we also sent you an automated email on 5/17 notifying you that the subscription was canceled and that your last order would arrive on 5/29. Unfortunately, by the time you contacted us, it was already past the deadline for modifications, which in your case is 7 days before the delivery date. In this circumstance, as we were not able to stop the delivery from being produced and, consequently, delivered, we cannot offer you a refund for it. If we can offer assistance in any other matter, please feel free to reach out to us directly by phone at **************, email ****************************** or through our chat function. We value your feedback and are committed to improving our services. All the best.

• Initial Complaint

  Date:05/17/2024

  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.

  May 8, 2024, I was charged $41.98 Transaction ******************* Seller nameMMM ******************* / Dinnerly Dinnerly is a weekly subscription for meal kits. You can skip a certain number of weeks at a time if you want to. That's what I had done, it was still the week of the last skip when I was charged for the upcoming week. I wasn't aware I was about to be charged. A notice telling me that this was the last day to alter or skip would have been nice. I didn't want the food and was not aware that I was about to be charged for the next week. So I unsubscribed but there wasn't anything I could do to stop the upcoming order that I didn't want. I asked ****** to help me first but they denied my request based on the contract of the subscription, which I understand but that's not my main issue. My problem is I don't feel like I was properly notified of the upcoming charge so that I could make the decision to get the meal kit that week or skip it.

  Business Response

  Date: 05/17/2024

  Hi ********, thanks for reaching out. We're sorry to hear about this, and we totally understand your point. We have had a look at your account information, and it seems like your account remained active and, since this box was never skipped, it ended up being delivered. By no means, it is our mission to send out unwanted boxes to our customers and, as you mentioned, we did send you a reminder email, on May 3rd, letting you know that the cut-off for this box was approaching, in case you needed to change any of the recipes. Unfortunately, since this box was never skipped proactively, there was nothing we could do to assist you. Feel free to contact us if there's anything else we can do to help.

• Initial Complaint

  Date:05/01/2024

  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 went to the Dinnerly website to view what meal selections they had and price plans. In order to see this information you needed to fill out contact information including payment info. I viewed the program and saw that it looked to be scammy. I immediately canceled the account (online) and noted not to send any items. This was within minutes of viewing the website. I went so far as to go back through my meal selections and cancel them. The very next week I see a box sitting in our garage and it was the canceled meals. I called the company and the rep checked my account after I told him the chain of events. He said No you actually have to call us and not cancel from the website. I told him this was a scam and deceptive. He said you are responsible for the first shipment. I filed this complaint accordingly.

  Business Response

  Date: 05/01/2024

  Hi ******, thank you for the feedback. By no means is it our mission to send out an unwanted box or to mislead our potential and existing customers. 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". Even by clicking on those options, the payment is only taken if the user clicks on the "Pay" option and this amount is only charged on the billing day of your first order, which in your case was on *****. After reviewing your account details, we can confirm that your account was cancelled on ***** but the first order was not skipped manually. When you completed the sign up process, the email confirmation was also sent. Please see the attached screenshots. If you need help with anything else, please don't hesitate to contact our customer support team. Kind regards.

• Initial Complaint

  Date:04/26/2024

  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 have never used Dinnerly and it has been over 4 years since I used ANY meal plan! I believe this is a scam.

  Business Response

  Date: 04/26/2024

  Hi ****, thanks for reaching out. Upon reviewing your Dinnerly account, we can confirm that there is a pending payment of $43.78 for the box you received on April 18th, 2023. Our payments team has implemented a program of trusted payments for our customers, which means that if your payment doesn't work during the first and second billing attempts, we will still be able to proceed with the production of your box and attempt to bill you for this order at a later date. However, if you do not wish to receive a box, this can be prevented by skipping your order before the billing date. Since this action was not taken from the user's end nor did ********************** receive a request to do so, your box entered the production process and was delivered to the address on the account. Under these circumstances, Dinnerly cannot clear this pending debt. We apologize for any inconvenience caused. If you have any questions or concerns, please feel free to reach out to our ************* team. Best wishes!

  Customer Answer

  Date: 05/02/2024

  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 was not even in town at that time. I can provide hospital records to prove that I was hospitalized from April 5 to April 20, 2023.  There is no way I either ordered or accepted a shipment!

   

   

   

   

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

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

  Customer Answer

  Date: 05/02/2024

  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:

  Their exact response was "thank you for your reply".  They did not try, in any way, to resolve this issue!

   

   

   

   

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

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

  Business Response

  Date: 05/06/2024

  Hello ****,
  
  We appreciate the feedback you have provided and regret any inconvenience caused by our previous response. Your patience and understanding are greatly appreciated as we endeavor to deliver excellent service to all our customers.
  
  Regarding your inquiry about outstanding orders, we would like to clarify that in cases where an order remains unpaid, we engage the services of a third-party company named Indebted to manage the payment process. This procedure is in accordance with our terms and conditions, enabling us to dispatch the order and arrange for payment at a later date.
  
  Timely and efficient resolution of issues is of utmost importance to us, and we are committed to addressing any outstanding matters you may have. Please feel free to reach out to us directly via email at ****************************** phone at ************, or through our chat feature. We are here to collaborate with you in finding a satisfactory resolution.
  
  Thank you for bringing this matter to our attention. We appreciate the opportunity to improve our service.
  
  Warm regards, ******* from Dinnerly

• Initial Complaint

  Date:04/24/2024

  Type:Billing 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 CANCELED MY SUBSCRIPTION BUT YOU STILL CHARGED ME $48.78 ON 4-15. I WAS TOLD YOU WERE REFUNDING MY PAYMENT BUT I STILL HAVE NOT RECEIVED. I WANT MY MONEY BACK.

  Business Response

  Date: 04/24/2024

  Hi ***,

  As explained by our ************* Team in the emails sent to you on April 16th and 19th, because you have disputed the charge with PayPal we are not able to process the refund. The dispute has to either run it's course and be solved through PayPal, or if you decide to remove the dispute we can go ahead and process the refund. 

  If you need further assistance, please don't hesitate to reach out!
  
  Kind regards,

  ****** from Dinnerly