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:01/23/2024

  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.

  Dinnerly is a meal delivery service. They advertise delivery of fresh ingredients. I prepaid $91.26 for a box of produce when it arrived everything was rotten. At some point of the delivery the box froze and everything was damaged. I immediately contacted the company they took 4 days to respond. Instead of offering to remedy the situation with replacement or a full refund I was offered 20 dollars off a future purchase. I prepaid for a box of nutritional produce I received absolutely disgusting rotten food. Dinnerly costumer service has been atrocious.

  Business Response

  Date: 01/23/2024

  Hi, thanks for reaching out. First of all, we sincerely apologize for the issue you experienced with your weekly order. It certainly isn't up to our standards, and it's never an experience we wish you to have. After reviewing your complaint, we can see that multiple items arrived frozen, which caused them to be unusable. In previous communications, you mentioned this affected your red onions, cilantro, oregano, zucchini, and eggplants. As we explained previously, generally, we credit for the value of the ingredient because we anticipate that our customers will still be able to prepare the meal with replacement items. Nevertheless, your feedback has been shared with our team, so we can review our processes internally. Once again, we apologize for this experience and please feel free to reach out to us if there's anything else we can do to help.

  Customer Answer

  Date: 01/26/2024

  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:

  [Your Answer Here]

   Thank you for offering a  $20 credit for future orders however this is not acceptable.  As you know I requested a refund as I was not given what I paid for. The produce alone cost well over $20 to replace. Not to account for the time and aggravation of traveling to multiple stores to find them. It's winter in ********* produce is hard to find. I expect a full refund as the service I was charged for was not the service I received. 

  You acknowledge your service was not acceptable. Please remedy the mistake with a full refund. Thank you 

   

   

   

   

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

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

  Business Response

  Date: 02/11/2024

  Hi, thank you for providing your feedback about the resolution provided once again. This case will be re-evaluated and you can expect to be contacted by a representative from the Dinnerly support team who will follow up on the matter with you. Again, we apologise for the inconvenience caused and reinforce that credits and refunds are issued according to the ingredients the customer reports and that we are unable to issue a refund for items that were not reported when initially filing a complaint. Thank you for your patience and understanding. All the best!
  

  Customer Answer

  Date: 02/13/2024

  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:

  I will accept a full refund and nothing less]

   

   

   

   

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

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

• Initial Complaint

  Date:01/12/2024

  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.

  For the fourth time now, I ordered and paid for a box that was not delivered! Customer support is dishonest and useless, claiming it is "on the way" but it never shows up. Every time I am promised it won't happen again so I keep giving more chances, but its obvious now that they are lying and don't care at all. What kind of meal kit company can't even deliver its own boxes a majority of the time? Find a different shipper or shut down as a company! Disgraceful. I guess I'll just pay a fortune to use DoorDash all week like I had to the last time this occurred. Never using Dinnerly ever again!

  Business Response

  Date: 01/29/2024

  Hi ******, thanks for reaching out. We are sorry for the poor experience regarding your delivery. I can see a complaint has already been logged to the logistics team to look into. Also, a full box refund of $105.83 was already been processed on our end, which should be in your account within 7 business days. We are sorry for any inconvenience caused by this. Please feel free to contact our customer care team if you need any further assistance. All the best. 

• Initial Complaint

  Date:12/11/2023

  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 purchased a meal kit from Dinnerly and it was delivered on 12/6/23 -The box was not damaged but most everything inside was.-a gel pack was tore inside and had covered all of the ingredients.-I filed 2 complaints and they gave me back $38 of my $77 - I filed another complaint where they informed me they would not be giving anymore of my money back. - I was told the gel is non toxic to just wash it off.Im not going to feed my family anything that was covered in gel at one point.i dont care how non toxic someone says it is.Most of the ingredients were crushed or too far gone. I am looking to get some kind of apology and the rest of my refund. I am not able to make any of the recipes that they provided with the box because I am out most of the ingredients.Thank you.

  Business Response

  Date: 12/11/2023

  Hi *****, thank you for taking the time to provide your feedback. Upon verification, we can see that several contacts were made, where our customer experts assisted you and explained all the compensation already provided. With Dinnerly, we offer compensation only for the affected ingredients, as well as taking into account the inconvenience of having to replace them to complete the recipes. We already offered over the amount of regular compensation, due to the leaking gel packs, despite having also explained that the content of our ice packs is a non-toxic, non-hazardous gel, so the ingredients are perfectly safe to consume once washed.
  Regardless, we are truly sorry for the experience you had with your first order. That is definitely not how we want to provide our service to you. Feel free to reach out to us if further assistance or clarification is needed. Kind regards!

  Customer Answer

  Date: 12/11/2023

  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 have been told by them that the gel is non toxic. But when I say everything in my box was covered in the gel, I mean EVERYTHING was covered in the gel. Do they have an ingredient list for what the gel is? Also I am most upset that I cannot make ANY of the recipes provided because I am not able to use ANY Produce, seasoning packets, cheeses, breads. They were either busted, covered or smashed when I received them. I didnt buy groceries to cover those meals because they were to be provided, so now its just a loss on my part? 

   

   

   

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

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

  Business Response

  Date: 05/05/2024

  Dear *****, we appreciate your feedback regarding your experience with our service. Upon review, we can confirm that our customer support team provided you with the necessary assistance and explained the compensation offered for the affected ingredients. At Dinnerly, we compensate only for the affected ingredients and the inconvenience caused. We have already offered a compensation amount higher than our usual for the leaking gel packs. It is important to note that the contents of our ice packs are non-toxic and non-hazardous gel, and the ingredients are safe to consume once their packaging is washed. We apologize for any inconvenience you may have experienced with your first order. We always strive to provide excellent service to our customers and regret that we fell short in your case. Please do not hesitate to contact us if you require further assistance or clarification. All the best.
  

  Customer Answer

  Date: 05/09/2024

  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:

  [Your Answer Here]

   

   I was not able to use anything from that order and it was a waste of money, after doing some research I have found that I am not the only one that has had this happen. Check out the ****** reviews. Its not a reputable company and I am not satisfied with their response. 

   

   

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

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

• Initial Complaint

  Date:11/27/2023

  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 charged me not once, but twice, for items I never wanted nor received. I created an account, as is required to view meal options, and immediately cancelled my account after viewing. I was still charged days later. I was going to be ok with it was I was told via email I would be receiving a refund, but then again today I was charged a second time!

  Business Response

  Date: 11/27/2023

  Hello *******, thank you for your feedback. Please accept our sincere apologies regarding the experience you encountered with us. We set a high standard for ourselves and are truly sorry to hear that standard was not met. Upon further investigation, it seems like your order was fully refunded and a member of our customer care team has already reached out to you regarding this matter. If you need any further assistance, please make sure to contact us. All the best

• Initial Complaint

  Date:11/27/2023

  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 subscribed to Dinnerlys meal subscription service on 11/18/23. I immediately looked over their menu selections and found that none of them would meet my dietary needs. I therefore cancelled the subscription - which was within 10 minutes or less of signing **, in order to receive a refund. Unfortunately, I received a box from Dinnerly on the 22nd, that I did not want. I contacted them for a refund, to which they refuse. I canceled immediately after I subscribed. Businesses should not be able to get away with this, just because their system does not register a cancellation appropriately. It is unethical, so I am reporting them for a refund and Im the hopes that they will change this shady practice.

  Business Response

  Date: 11/27/2023

  Hi April, thank you for sharing your 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 www.dinnerly.com/menu without signing up or providing any form of payment information.
  We only ask for the payment information if you decide to subscribe and click on "Start cooking now", or "Choose your meal kit". Even by clicking on those options, the payment is only taken if you click on the "Pay" option and this amount is only charged on the billing day of your first order.
  We also advise, both in the terms and conditions and within the help center, that you are required to reach out to us, before the end of the cut-off, if you wish to stop your first order.
  Regardless, were are very sorry to learn about you experience. Feel free to reach out to our lovely customer care team if you need further clarification on this matter. All the best!

• Initial Complaint

  Date:10/11/2023

  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.

  On October 2 I signed up for Dinnerly. It took me a bit to figure out their system and how to get 6 servings of 2 meals in my cart for my first box. I originally put in 4 servings because that was the biggest they offered and figured we'd make it work. Then I realized if I switched it to 2 servings I could add 3 of them for each recipe to get the right amount for my family of 6. When I got it all situated I took a screenshot of the cart with the meals and the price. The total cost I was expecting to be charged was $46.34 and it said nothing would be charged to my account until my box processed on October 5. On October 2 my card was charged $37 and the on October 5 my card was charged $40.58. Confused I looked back at my account and saw that the price of my box had been changed upon processing to $75.32. This amount is still less than what I was charged. I emailed customer service and after several emails back and forth they refused to resolve the issue.

  Business Response

  Date: 10/11/2023

  Hi ********, thank you for providing your feedback. We are truly sorry to learn that you had issues with your first order. Upon verification, it seems that the issue was that you increased the number of recipes after the initial charge, and, of course, that caused an increase in the total cost, which was reflected in the second charge going through for the extra added. The 2 portions per each of the 2 recipes initially selected were not at the same cost as the 6 each you then updated to, as explained by the colleague who assisted you.
  Regardless, please feel free to reach out to our customer service team if there is anything else we can help you with. All the best.

• Initial Complaint

  Date:10/10/2023

  Type:Order 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 look at different sites to find a good place to order food for delivery to cook,I was looking at Dinnerlys,you had to go almost to the end of the information to order to see the menus including putting in your payment method,which shouldn't be allowed to just see the menus,I never authorized payment but they went ahead and charged me without permission ,I offered to send back what they sent but no response

  Business Response

  Date: 10/10/2023

  Hi ******, Thank you for reaching out. We are sorry to hear that you have received an unexpected order. We have reviewed your account and noticed that you signed up for a Dinnerly membership on 09/21/2023. And we can see that there were actions taken, such as editing the meals. An onboarding email was also sent after completing the signed process. We can also see that you called us on 09/27/2023 in regard to your account information and one of our experts has explained to you how our subscriptions work. At Dinnerly we are a flexible membership service. You will have an order placed in your account every week but decide for yourself which weeks you do and don't want to receive a box from us. It is possible to skip weeks, pause your membership for a certain amount of time, and also to cancel your membership, even if this is immediately after your first order. You can skip delivery weeks using our self-service website. By clicking on the "Orders" tab, you can see orders up to 4 weeks in advance, and here you can opt to skip a future delivery. These changes must be implemented 7 days before the delivery day, due to the lead times required for the production and delivery of your box.  Furthermore, our cancellation policy is detailed in our Terms and Conditions and FAQ. You can also see a count down of the days left to edit or make changes by visiting the "Orders" section in your account. In the future, you can check out our menu at *************************************** without subscribing or providing any personal information. If you need help with anything else, please don't hesitate to contact us!

  Customer Answer

  Date: 10/25/2023

  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 never received any response or I would have replied,I don't know why I didn't get it,I would like the case reopened 

   

   

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

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

  Business Response

  Date: 10/25/2023

  
  Hi ******, Thank you for getting back to us. On October 10, 2023, we responded to your complaint through the BBB portal with the following message: "We are sorry to hear that you have received an unexpected order. We have reviewed your account and noticed that you signed up for a Dinnerly membership on 09/21/2023. And we can see that there were actions taken, such as editing the meals. An onboarding email was also sent after completing the signed process. We can also see that you called us on 09/27/2023 in regard to your account information and one of our experts has explained to you how our subscriptions work. At Dinnerly we are a flexible membership service. You will have an order placed in your account every week but decide for yourself which weeks you do and don't want to receive a box from us. It is possible to skip weeks, pause your membership for a certain amount of time, and also to cancel your membership, even if this is immediately after your first order. You can skip delivery weeks using our self-service website. By clicking on the "Orders" tab, you can see orders up to 4 weeks in advance, and here you can opt to skip a future delivery. These changes must be implemented 7 days before the delivery day, due to the lead times required for the production and delivery of your box.  Furthermore, our cancellation policy is detailed in our Terms and Conditions and FAQ. You can also see a count down of the days left to edit or make changes by visiting the "Orders" section in your account. In the future, you can check out our menu at *************************************** without subscribing or providing any personal information. If you need help with anything else, please don't hesitate to contact us!"
  Thank you.

• Initial Complaint

  Date:08/23/2023

  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 Dinnerlys services. The website expressly told me that I would be able to edit my meals through August 20, 2023. When I attempted to edit my order on August 20, 2023, I continually received an error message. I did not want the meals selected. As I was receiving the error message, the website was concurrently displaying a message that I could edit my order for one more day (I.e. it was my last day to edit the order). The same day, to try to resolve the issue, I used the chat function, called, and sent an email. I emailed two different emails. The next day I received an email from one of the receipients informing me that they would need a screenshot of the error and website showing that I still had time to edit the order to provide any resolution. Not anticipating that I would need to prove what I experienced, I did not have a screenshot. Their response was basically that I was out of luck. I never received a response to my second email.

  Business Response

  Date: 08/24/2023

  Hi *****, thank you for bringing this to our attention. We have looked into your account and can confirm that you successfully updated the meals of your first order after creating the account and the selected meals were delivered to you. Also, our digital team confirmed there was no issue in the system updating the meals. By the time you contacted us to cancel the order, it was already too late to make changes as the cutoff had already passed. I am so sorry for the inconvenience caused, but unfortunately, It is not possible to cancel the order that was already delivered to you or provide a refund for it. Please feel free to reach out to our customer service team if there is anything else we can help you with. All the best. 
  

• Initial Complaint

  Date:08/17/2023

  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 received a package from them that I did not order. I called and they said it was an account opened in my name and used a credit card in my name. They would only give me the last 4 digits of the card. It is not a card number that I have. An escalation manager named **** called me and would not give me any additional information. I asked to speak to their fraud department or his supervisor. He refused to allow me to speak to anyone else. So there is a credit card in my name being used, but this company will not assist in identifying where this card was issued so that I can get it stopped. He said they are headquartered in ******, ******** so nothing they will do. Very disappointed that they are not concerned with stopping fraud.

  Business Response

  Date: 08/17/2023

  Hi *****, thanks for your feedback. We're terribly sorry for the experience that you've had with our service, and that you received a delivery that you did not order. Our team is constantly working to prevent fraud, and to catch it early on. We recently implemented new methods to prevent it such as, preventing prepaid/temporary cards, payment details can only be updated through the website and not the app, and many others. Despite our ongoing efforts, unfortunately, it still occurs. In cases of fraud charges, we recommend our customers to dispute the charges with their banks. This will initiate the process where the banks contact our team, and together they investigate and initiate further preventative measures. Also, as a preventative measure, we are not allowed to view the full credit card information from our customers. The only thing that is visible to our experts and team is the last 4 digits, expiration date, and the name on the card. Any further investigation and information exchange is with the bank and separate team. While our customer care team are based in ********, given that our company is located in other countries besides the U.S., we are able to offer assistance. Although, there are certain information that is not available, in order to protect our customers. If there is anything else that we are able to assist you with, don't hesitate to reach out. Kind regards. 

  Customer Answer

  Date: 08/18/2023

  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]

   This does not address a fraudulent credit card opened in my name. What is being done to notify the issuing bank about this?

   

   

   

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

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

  Business Response

  Date: 08/18/2023

  Hi *****, thanks for reaching out. Whilst we understand your concerns, we are unable to see the full details of a card. For security reasons, we can only see the last 4 digits. As you already mentioned, there was no charge on your account. Either that, or the last 4 digits don't match any of your cards. If you believe your information was used without your knowledge, and you are concerned about it, we suggest you contact the authorities to investigate this further. From our side, we have provided you with all the information we have available. We are sorry for any inconvenience this may have caused you. Feel free to reach out to our customer service team if there is anything else we can look into for you. All the best.

  Customer Answer

  Date: 08/24/2023

  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]

  So, basically your fraud department is not doing anything to actually combat fraud. I am not going to mark this as being acceptable because it absolutely is not. You act as though there is nothing you can do, but that is extremely false. You and your company are choosing not to do anything. Your apology is completely empty and it shows that you and your company do not value customers, potential customers, and their sensitive data.

   

   

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

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

• Initial Complaint

  Date:08/08/2023

  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 automatic delivery and received my deliveries on Saturdays by ****** This past Saturday, 8/5, my box never arrived. I have tried contacting support FOUR times to ask for a refund! This is over $100 worth of food and produce that wasnt refrigerated when it should have been and by the time it got to me two days later, the freezer packs were water. I would love for a customer service response and my money back for all of the wasted food.

  Business Response

  Date: 08/08/2023

  Hi *********, thank you for bringing this up to our attention. We're extremely sorry about what happened with your delivery and for the fact that your situation is yet to be resolved. I have passed along your information to one of our ************* Team members, who will be in contact with you about this issue as soon as possible. Please feel free to reach out via phone call, live-chat or email if you still need assistance with this or anything else. All the best