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:04/11/2024

  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.

  In March 2024, I signed up for Dinnerly after seeing a commercial. I've used similar meal prep delivery services before and am familiar with how it works. I carefully selected the recipes I wanted for my family. The first box arrived in terrible condition, with food items in complete disarray and many items destroyed and unusable. I called them to notify them but I decided to give them a second chance. About a week later, another box arrived and upon inspection I found that it contained all items I did NOT order. I had no ability to deny this box or edit this box and I did not even know it was coming. I immediately contacted the company again and after a delay, I finally got a response that said that they would not accept a return. By now, the items in the box are probably unusable but I STILL have them, unused, in my refrigerator. I was told that I am stuck with these items I did not order and if told so in a timely manner, I might have been able to use them. At this point, they are waste and the company still refused to accept my return.I have no doubt this was done intentionally and I never had the option to stop this from happening. I did not order these items. I had no option to deny delivery of this box. I was 100% ripped off and the company is doing NOTHING to help resolve the matter. In the meantime, all this food has gone to waste instead of simply allowing me to quickly return it to them.

  Business Response

  Date: 04/11/2024

  Hi ***, thanks for reaching out! We're sorry to hear you had issues with the ingredients sent on your first delivery, of course, this is not up to our standards. Upon reviewing the communication history, our team sent you a few emails to gather more details about the affected items, but there were no replies. The second box was not skipped or edited before the cut-off, which is 6 days before your delivery day. For this reason, the order was processed and shipped accordingly, making this order ineligible for a refund. We have this deadline to ensure that our procurement team has enough time to order the necessary ingredients directly from our suppliers and farmers. Once a box is delivered, it can't be returned. Our apologies for any inconvenience caused. Feel free to contact our customer care team if you require assistance with anything else. Kind regards!

• Initial Complaint

  Date:04/03/2024

  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.

  This may come off as a rant, but i am pretty thoroughly disgusted so to me it seems fair.I went to the Dinnerly website because I currently use a different meal service and I wanted to see how the experience compared.I created an account, which is a thoroughly normal thing to do when investigating a web site nowadays. I did give billing information, but it was stated that I could cancel any time so wasnt concerned.I then saw that they did not have prepared foods, they just boxed up ingredients for you and made you cook it at home, which I was not in the least interested in, so I cancelled my service IMMEDIATELY and closed the web site.Several days later, i get billed by some company i never heard of before, MMM consumer brands *** or some nonsense like that. I was like "Who the h*** just charged me for 70 odd dollars?" I track it down to dinnerly.com, whom I had cancelled. So i try to log into the site to verify that I HAD truly cancelled, but I was unable to log in entirely. They were billing me, but I COULDNT EVEN SEE THE ACCOUNT they where using to bill me. This has to be a violation of some law right there.I saw this on sunday, but the y apparently charged me on saturday. I was looking at the stuff the previous wednesday or thursday. I cant verify when the order was cancelled BECAUSE I CANT LOG IN.So they deliver food I dont want on monday, 4/1/2024. All this happened in the space of 4 to 5 days. They got my money for s*** I dont want, in a form I dont want, after i cancelled my service prior to even being billed or shipped.I contact customer service, and they said they sent an email telling me that i needed to contact them to cancel the delivery. I found said email and all it says was that I was still receiving the order, though i didnt read it until monday after they said something because i just dont check my personal email that often.I want my money back. They can have their groceries. This was of doing business is repulsive.

  Business Response

  Date: 04/03/2024

  Hi, thanks for reaching out. You can always take a look at our menu prior to signing up or giving any information on our website, here is the link ***************************************. Regarding the first order it is clearly stated on the terms 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 are able to skip or make changes yourself in your account area. We did not receive any communication after the cancellation of your account to cancel the first order until the day before the delivery, by that time it was too late to cancel the order and refund. Also, we are sorry for the confusion regarding the charge as Dinnerly is a sister company of ****************** the reason the charge in the account can sometimes show different sometimes. We are sorry for the poor experience you had with our service. Feel free to reach out to our customer service team if there is anything else. Kind regards. 
  

  Customer Answer

  Date: 04/26/2024

  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:

  Terms detailed in 3.3 are contrary to standard business practices.  You have a note in fine print saying that your primary method of communication with the customer, your web site, is unsatisfactory for proper communication of the customers desires/needs.  And in burying this caveat are effectively trying to entrap a customer for at least one purchase.  At the time of cancelation, no shipment was sent, no commitment of resources were made on your part, and no money was taken from my account.  ****** systems enable rapid data exchange AND change.  Yet you refuse to acknowledge the intentions and desires of the customer.  This is extremely disingenuous.  It may be legal, but it is boorish and completely inappropriate in the modern day.

   

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

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

  Business Response

  Date: 05/02/2024

  Hi, thanks for reaching out. We have to option on our website to look at 4 weeks of recipes without signing up or giving any information. How the subscription works and the first order is placed upon creating the account is also explained in the terms. We can see the welcome email also clearly says your first box will be on 4/1 and you will be charged on 3/30. I have attached the email here for you. We are sorry, but we are not able to compensate you for the order that you placed to be delivered on 4/1 at this point. We are sorry for any inconvenience caused by this. Feel free to reach out to our customer service team if there is anything else. Kind regards. 

• Initial Complaint

  Date:03/25/2024

  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.

  Dinnerly continues to charge us for the subscription but has sent 4 boxes with damaged packaging to the point that the raw meat has gotten on all other packaging or seeped through the box. This first complaint was filed in December 2023. Two weeks ago we had to file a complaint because the food arrived 3 days past the delivery date and it was all **** warm. The ice packages were melted, the raw meats were soiled and the vegetables were brown. I had to cal land request yet another refund and a new shipping company. This week they checked to make sure it would be delivered on the 19th. To this day it still has not shown up but I can see the photo provided of where it was delivered on someone elses door stop in our town with the complete wrong house number. I can see the house number in the picture compared to our address on file and it is not even close.

  Business Response

  Date: 03/25/2024

  Hi *******, thank you for providing your feedback. We are very sorry to learn that you experienced issues with your packages in the past, however, we can confirm that no order was to be delivered on the 19th as the account under this email address has been terminated since July 2023. If you have not reached out to our customer care team about this yet, feel free to do so, providing the correct email address for the active account, so that this matter can be looked into on your behalf and taken care of. Kind regards.

• Initial Complaint

  Date:03/12/2024

  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.

  Have repeatedly attempted to cancel service and the system just keeps sending me back to the main account page and refuses to cancel service.

  Business Response

  Date: 03/12/2024

  Hi ******, thanks for reaching out. I'm sorry to hear you've had difficulty cancelling your membership. We are sorry to see you go and as per your request, I've successfully applied your account cancelation. This means you will no longer be receiving weekly orders from us after your last delivery which will arrive on Mar 15th. Anytime you'd like to receive weekly Dinnerly boxes again down the line, log in to your account and click on "Reactivate subscription". You can always stop your membership in your account by going to "Settings", scrolling down to the bottom, and clicking "Stop subscription". We hope to see you cooking with us in the future. If you need help with anything else, please don't hesitate to contact us! All the best

• Initial Complaint

  Date:03/12/2024

  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.

  This company requires you to use a credit card to even see the food packages. I went on and was genuinely interested but after I saw the food I did not find this to be a good value. I went into customer support and let them know I wasnt interested and didnt want my card charged. They stated that I wasnt charged, my account was active and I could come on and order food when I wanted. The following week they sent a box charged my card and refused to give me a refund even though I contacted them a second and third time stating I did not want a box or to be charged. This company stores credit card information and then does what they please. Now I have received a box its barely worth the discounted price and its definitely not worth the regular price. This company is a credit card scam. I have received another email from the *** stating they cannot give a refund, its insured, they wont. They dont care about people they are a credit card scam company.

  Business Response

  Date: 03/12/2024

  Hi ******, thank you for getting in touch. 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 ********************* without 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 Mar 5th. To further clarify, the reason we are unable to cancel an order that has passed cut-off is all of our ingredients are ordered fresh, directly from our suppliers and farmers, which means we don't hold a surplus of ingredients at our fulfilment centre and order specific to our customers' requests. We offer our customers the opportunity to skip deliveries in the settings of their account in advance, and there is also the option to deactivate the subscription at any time after sign-up should you only wish to receive the first box. What we also offer is the chance to choose recipes in your account ahead of time, so if a customer doesn't want a box or doesn't like the meal options available they can edit them. If none of the above actions are communicated to us, or actioned by the customer in their account before the procurement deadline, then a box with pre-selected options will be sent out as part of the weekly subscription. As your order was not skipped or cancelled prior to the cut-off window, this resulted in the ingredients for your box being ordered and the production cycle beginning.Please let us know if you need any further clarification. All the best

  Customer Answer

  Date: 03/13/2024

  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:

  This is a very political answer and not the reflective of the experience I had at all. This was not made clear at the time of purchase and I explicitly went into the chat portal and made it clear to a customer service representative I did  it want my card charged. The customer service representative was intentionally rude and gave me the run around to keep me hooked even though I made it clear I did not want to be charged. Though this very detailed answer being provided now is great, this is after Ive been charged and because they do not want to issue a refund or take responsibility for their actions. I am not satisfied and if anything is further proves my point. Until I get a refund and acknowledgment that they intentionally use deceptive methods to charge credit cards I will not be satisfied. I may not have done what was stated above but what I did do is go to customer support immediately where none of this was explained. They could issue a refund but they are choosing not to which is exactly the point. 

   

   

   

   

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

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

  Business Response

  Date: 03/27/2024

  Hi ******,

  I'm so sorry for any misunderstanding. We were able to review the conversation you had with our customer service representative and you were informed that the first order had been skipped but the account was still active. As we explain on our website and is visible when you access your account, orders are created every week. You are able, on your end or by reaching out to us, to skip an order before the cut-off day or cancel the account at any time. Unfortunately you only reached out to us after the box had already been delivered and at this point we are no longer able to provide refunds. 

  Best regards,
  ****** from Dinnerly

• Initial Complaint

  Date:03/06/2024

  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 made an account on the ********************** site. Youre required to put your credit card information in to proceed. There is a notification that says you will not be charged. I did not choose a plan or meals nor did i ever click pay and authorize any charge to my account. Upon review my bank statement, i see they have charged my account without authorization. In an attempt to resolve this issue, i was simply told too late. Too late for what? I never ordered anything from them.

  Business Response

  Date: 03/06/2024

  Hi *******, thanks for reaching out. We completely understand your point. However, when placing your private information on our website, you are creating an account with us. We work as a subscription service, and by signing up, you are also selecting your very first box with us. While we'd love to help, we're afraid since your account was left active, your very first box was processed and charged. By the time you had reached out to us, your meals had already been packed and were scheduled to be delivered, which is why we were unable to cancel it. We apologize for any inconvenience this may cause you. Please feel free to reach out if there's anything else we can do to help.

• Initial Complaint

  Date:02/21/2024

  Type:Sales and Advertising 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've been a Dinnerly subscriber for about a year and have had very little issues until now. This past month (January and into February) every week when I recieve my meals, there is a quality issue with ingredients that makes them not edible and the meal not able to be made. I contacted their customer service and was met with an absolutely ridiculous solution. This was that they would refund me 12$ for now, almost two straight months (55$ per week) of meals that cannot be made due to food quality. This is nowhere near enough of a refund for the amount of money I pay monthly for this service and the inconvenience that this causes me. I would like a full refund for the last 2 months because this is when I've been receiving the most poor quality and not usable ingredients.

  Business Response

  Date: 02/21/2024

  Hi *****, thanks for reaching out. We're so sorry for the experience that you've had with our service. Here at Dinnerly, we compensate customers for mishaps with their boxes on an ingredient basis. This is because we are unable to send replacement ingredients, so the customer might have to acquire the ingredients affected. Please know that we do take into consideration the ingredients quantity and their average market value, plus the inconvenience of having to procure any ingredient oneself. We do understand your disappointment, really appreciate your feedback. Rest assured, your comments have been passed on to our internal teams for evaluation, as we are always looking to improve our processes. Regarding your refund, we are unable to issue a full refund for the last 2 months. However, in case there is anything else that we can do to assist you, please don't hesitate to reach out to our customer care team. Kind regards.

• Initial Complaint

  Date:02/20/2024

  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 haven't heard anything from Dinnerly since April of 2023, when I canceled our subscription because of delivery issues that lead to ** being charged for shipments we never received, broken packaging with damaged and spoiled food. We canceled our service and were refunded some of the amount we paid. Now I have received an email from a collection agency saying they are collecting on a debt owed to ******************.. dinnerly's parent company. I have nothing prior to this collection agents email suggesting anything is still owed or that there are any outstanding invoices on the account. This needs to be reversed before it damages my credit unjustly.

  Business Response

  Date: 02/21/2024

  Hi ******,
  I'm sorry to hear that you received an incorrect debt collection notification from our third-party called InDebted. Please accept my apologies for any inconvenience caused. I've flagged this with our Billing Team which will review the data associated with this debt so this can be verified as soon as possible. Once we have an update on this matter, we will follow up with you via email. If further assistance is needed in the meantime, please let me know. Kind regards, ****** from ******************

• Initial Complaint

  Date:02/20/2024

  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.

  This service is terrible. So is their customer service. I have changed my email over the years and one was temporary while I was dealing my personal information being compromised. I closed my account and used the new email. I received an email that my information was found in a data leak from this company as well. I used a secondary email to order the exact same box I was ordering with my same information. No problems at the time. Circle back to this week when I took a break from the better meal box I was eating sing to give them a try again. This is over a year since *** last ordered from them. They charged me and cancelled my order because I had a different email in the past stating it was a voucher violation. I didnt seek out voucher of any sort either. Their website automatically applied promotional pricing upon reactivation and I dont think it was removable. Since their website applied promotional pricing, they canceled my order. But charged me for it. They and ****************** (same company) sell overpriced rotten found and will rip you off and not send boxes because of their own pricing. Also you cant ever change your email. It looks like this company have left a bad taste in quite a few peoples mouths based on the reviews.

  Business Response

  Date: 02/20/2024

  Hi ******, thanks for reaching out. We would like to apologize for the experience. Our system flagged different accounts under your details that were both using promotional vouchers meant for first-time subscribers. Because these types of vouchers can only be redeemed one time per household, the order was automatically cancelled and refunded. You can visit our terms and conditions page for more detailed information. To address your statement, it is possible to manually add or remove any promotional code during the signup process at the payment step. Furthermore, it is always possible to update your information like the email address or password, if you experience any issues during this process, you can reach out to our customer care team who will assist you further. Please feel free to contact us if additional support is required. All the best!

• Initial Complaint

  Date:02/12/2024

  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 used dinnerly once and was NOT impressed.2years later, Im charged for an order I did not place. Im currently not living in ***************** so there is no reason why Id place an order to my old residence.I spoke with someone in customer service and I said there must have been someone who hacked into my account and they said that because someone logged into my account that it reactivated my subscription Im sorry what? So even thought I cancelled almost 3 years ago, anyone with my email and password can reactivate and charge my account? Absolutely uncalled for.

  Business Response

  Date: 02/12/2024

  Hi *******, thank you for taking the time to provide your feebdack. We are very sorry to learn that you might have been a victim of a fraud. We are not able to confirm who is the person to log in when using the your own email and credentials so, in these sad situations, we always advise our customers to reach out to their bank to report and get the matter resolved. In order to prevent these issues, we always ask all users to create strong passwords, so to be protected as with any other accounts. Regardless, feel free to reach out to our lovely customer care team if you need further assistance. All the best!