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:04/05/2023

  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 have ordered 3 dinnerly boxes in January, February, and March of 2023. All 3 boxes have contained spoiled meat. I refrigerated and consumed everything in the timing provided by them on their website. Against my better judgement I continued to order boxes and would get more spoiled meat. I thought it was simply a fluke. The 3rd box I ordered I froze the meat immediately after opening the box in fear of more spoiled meat. It has been a week after receiving the box and I decided to thaw some chicken and use it tonight. After opening the packaging I immediately smelled rotten meat. I called customer service and was told complaints have to be filed within a week of order - it says that no where on their website so I believe that is untrue. There is also nothing on the website warning against freezing the food. Regardless, the first two boxes contained spoiled meat and were not frozen and eaten in the exact timing given on their website. I was told that because of the situation I would not be receiving a full refund. I have found multiple sources online of others receiving spoiled meat in their packages as well, so it isnt just a me thing. I have spent ****** on dinnerly to receive spoiled meat and have to waste the rest of the ingredients in the meal after finding out meat was rotten. The customer service agent told me that I should have opened all of the meat on the first day to check if it was spoiled.

  Business Response

  Date: 04/05/2023

  Hi ******** and thanks for your feedback. We are truly sorry for the experience you encountered with us. We set a high standard for ourselves and I can ensure your feedback has been reported internally to our Procurement Team so this can be further reviewed with our suppliers and processes can be improved. Note that we have a credit guide in our company which was set after comparing ingredients to their market value and we credit our customers accordingly for the ingredients that are affected in their boxes, which is why you were reimbursed $45. In this circumstance, it is not possible to offer you additional compensation as the amount refunded covers the meat you were unable to use in all 3 boxes. Feel free to reach out to our customer communications team through the usual channels if you need help with anything else. All our best!

• Initial Complaint

  Date:04/03/2023

  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 March 17th I was charged $54.23 for a box I did not order, sent to an address that is not mine, and hasnt been for some years now. They sent these people a box before apparently on the 3rd or 4th of March that I paid for and I didnt even realize it, but because it was delivered they refused to refund me for that box. They did however refund me for the charge on March 17th, and the operator ensured that my info was completely removed from their system and no one could use it again on their website. Well, yesterday (April 4th) they attempted to charge me another $54.23, thank goodness my bank blocked the charge since I had purchases turned off for the weekend. I called customer service and was told by ******* that he could not even locate the account or my information. So I got a little upset I admit, but then all of the sudden he tells me oh Ive taken care of it and that I wouldnt receive anymore charges. Ive heard that before already. I would like to know how he could even do or see all of that tho when he could not even find my information or the account it was used on. I asked to speak to a supervisor and he refused while giggling and said that hed try to have one call me back. I said no I want to wait on hold and he got aggressive and said one would call me. At which point I hung up the phone before I got upset again. I want this resolved, a refund for the box that was originally sent to whoever it was, and I want the charges stopped. Ive read multiple complaints similar to mine on the BBB, ****** AND Dinnerly websites reviews. This is a fraudulent company and they need to be shut down. Worst excuse for customer service Ive ever dealt with, they apparently train service agents to blatantly lie to customers to appease them at the time. Absolutely disgraceful the way they attempt to steal from people.

  Business Response

  Date: 04/03/2023

  Hello *****, thank you for the message and feedback regarding your experience. We set a high standard for ourselves and are truly sorry to hear that standard was not met. Your feedback is very important to us and we will be sure to share this with our departments. You may email us at ****************************** or call us on ************ Monday through to Saturday. We look forward to hearing from you soon so that we may assist you personally with this. All our best!

• Initial Complaint

  Date:03/27/2023

  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.

  They refused to give me my money back for my order going to the wrong address and claim they have to contact the shipper and what not like this is fraud and youre taking peoples money and if its sent somewhere else they literally dont care I want my money back!!!

  Business Response

  Date: 03/27/2023

  Hi **** and thanks for your feedback. We're sorry to hear you had this kind of experience with our service. After carefully investigating your case, we can confirm that, although we were unable to send your order to the correct address, the representative who assisted you with your case sent an email advising that, as a gesture of goodwill, a full refund of $76.79 was issued back to your payment source and this should reflect on your bank account within 7 working days, of course, depending on your bank's processing times. Feel free to contact our customer care team through the usual channels if any questions or feedback arise. All our best!

  Customer Answer

  Date: 03/27/2023

  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:03/24/2023

  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 ordered my first meal kit on March 11th. I received it on March 17th. The box was delivered on it's side and everything was mixed together inside. Three out of 7 meat packages were broken/punctured. So raw beef, and chicken juice was all over the inside of the box. It was covering all of the produce, the bread (also ripped) and the other items that would be eaten raw inside the package. Once I saw everything was covered in salmonella causing raw chicken juice, I trashed it. Over half of the contents couldn't be salvaged including half of the meat meals. I requested a full refund and that all services be terminated, via customer service, and email. Pictures were included. Instead I was given 18$ for one package of steak and instructed to store the contaminated stuff in my fridge. I again contacted them as this is an unacceptable resolution. Then on the the 17th I was charged an additional 109.69$ for the box that would have been sent next, even though I fully cancelled my account. I was told since I didn't skip the meal I was still having to pay for it. Even though I cancelled my subscription entirely the day I received the first box. It had not been shipped yet, and had likely not been processed as it wouldn't ship until the middle of the following week. I couldn't use the food from the first box, nor safely store food covered in salmonella. Half of the meat dishes were entirely ruined by being ripped open or punctured. Still to date the customer service will not refund me the: ******+******=**********$ for one package of steak ******). I want the full refund of ****** that I am entitled to.

  Business Response

  Date: 03/24/2023

  Hi ****, thank you for your message and apologies for the service you've received. This is nowhere near what we aim for. I have reviewed your account with us and can see that this issue was resolved over the phone. Apologies again for any inconvenience caused and if you need anything else in the meantime, do not hesitate to reach out. Best regards.

  Customer Answer

  Date: 03/24/2023

  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:

  I believe that this was already sent: It isn't showing it on my end, so at the risk of being redundant I will again send that this does NOT resolve the complaint. I want a refund for the full amount of both boxes. The second box arrived an entire day late, and was: on it's side (not right side up, as indicated on the package), had broken meat packages inside, blood all over everything, AND the contents were well above safe food storage temperatures. Nearing 50 degrees. I do not know how long they were above temp, as the outdoor temp was actually below 40. I have lots of pictures, and a video of us opening the package. This has been attached to my previous response as well as emailed to the customer service person. 

  Thank you, *****************
  
   

   

   

   

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

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

  Customer Answer

  Date: 04/02/2023

  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]

   

   

   No refund received as of April 2nd, 2023.

   

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

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

  Business Response

  Date: 04/12/2023

  Hi ****, we're sorry for the experience you encountered with us. After reviewing your case with our ******************** we were advised that because the payment for your 03/23 box was disputed with your bank, the refund was never fully processed. However, we have since been advised that the dispute has been closed, therefore, we have once again processed the reimbursement of $109.63 and this amount should reflect on your bank statement within 7 business days, depending on your bank's processing times. Feel free to reach our to our customer support team through the usual channels should any questions or concerns arise. All our best!

• Initial Complaint

  Date:03/23/2023

  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 canceled my account on February 14th. I was charged on friday March 17th for another box that i did not request. As it was the weekend, I had to wait until the following Monday to contact dinnerly. They are claiming I reactivated my account the same day I canceled it. I have no reconciliation of this. They refuse to refund my money or stop this order. This is the most absurd thing I have ever heard. There is absolutely no reason this box couldn't have been canceled, especially when it doesn't ship until later in the week. Even if my account was somehow mistakenly reactivated, i still didnt recieve any email reminders to "choose my meals" or any indication i would have a random box coming before i was charged. I have attempted to resolve this issue and dinnerly refuses to offer proper customer service and handle this appropriately. My money in the amount of $76.77 needs to be refunded!!!

  Business Response

  Date: 03/23/2023

  Hi ********, thank you for your feedback. Please accept our apologies for this matter. Of course, this is not the experience we work tirelessly to provide, so rest assured that action has been taken to improve our service. We can see that a case manager on our ************* team has sent you an email yesterday addressing your concerns. If you have any additional questions, please get back to ** and we'll be happy to help. All our best.
  

  Customer Answer

  Date: 03/24/2023

  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:

  Yes someone did email me, however my concerns were not properly handled and as stated in my complaint. I have requested a refund for a box I did not request. I am still awaiting for my money back!!! 

   

   

   

   

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

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

  Business Response

  Date: 03/27/2023

  Hi ********, thanks for your feedback, and we're sorry that you are not content with the resolution from our case manager. Dinnerly is a weekly subscription-based service, which is communicated on our website and in our correspondence. We offer our customers the opportunity to skip deliveries in the settings of their account at any time, in advance. What we also offer is the chance to choose recipes in the account, so if a customer doesn't want a box or doesn't like the options available, they can change them. If neither of the actions is communicated to us to complete or done by the customer at home before the procurement deadline, then a box with pre-selected options will be sent out as part of the weekly subscription. The deadline to edit/skip your order is every 7 days prior to delivery, until 11:59 p.m. Our procurement deadline is in the terms and conditions of our service. Once the order is charged for, we purchase the ingredients from our suppliers, and they begin the packaging process. With the number of orders we receive, removing any box from production can delay the whole process.
  
  When you entered your personal information and payment details, you enrolled in the subscription and signed up for weekly deliveries. Your account was cancelled and reactivated on the 14th of February, a few hours apart. Just as the cancellation confirmation email was sent, you also received an email informing you that your account was reactivated hours later. In this circumstance, as you did not implement any of these actions to skip, or cancel the subscription before the deadline, we, unfortunately, cannot offer you a refund. Don't hesitate to reach out to our team if there is anything else that we can assist you with. Kind regards. 

• Initial Complaint

  Date:03/22/2023

  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 noticed on March 6, 2023 that my normal billing amount of $85.67 was now $86.07, with no email or explanation for the change conveyed to me. I attempted to call their customer service number 3 times before actually getting through to a representative. That person tried to tell me that the extra 40 cents was taxes that my state charges. Um, no-- why all of a sudden would they start charging taxes when they haven't up to this point. Not to mention, it is a food box, which according to me research-- is not taxed in my state. The representative then tried to tell me that I WOULD have to work it out with my bank-- um no-- your company is charging this insane fee out of the blue-- you need to figure out why. I got an email 2 days later stating (quoting directly from email): I would like to apologize to you for the extra charge that was performed on your credit card in regard to the tax amount of $0.40. It has been flagged, and the issue was fixed from our side to avoid this issue from happening again. I have refunded $0.50 back to your payment source." Not only did I not receive any credit-- they also charged the next box the same extra amount of $86.07 instead of the $85.67 it should have been. I had to call them again and got a rude female representative who would not listen to me and had no real way to resolve the matter. I am going to cancel with this company if my issue not only gets resolved and I do not receive credits for the overages to my credit card, but if I get one more overcharge for any future box(es). I am about done. Your representatives are horrible and lack empathy, listening skills, or any way to resolve an issue like this. I have spent over 25 min of my time trying to get resolution to a matter that should not have happened to begin with and was no fault of mine. I am not sure what is going on, but quality of this company has declined severely as of late.

  Business Response

  Date: 03/22/2023

  Hi *******, thank you for reaching out. We are truly sorry to hear Dinnerly has failed to properly explain these details after several attempts as this is not up to our standards. Some states impose Value Added Tax. Value-added tax (***) is a flat tax levied on an item. It is similar to a sales tax in some respects, except that with a sales tax, the full amount owed to the government is paid by the consumer at the point of sale. With a ***, portions of the tax amount are paid by different parties to a transaction. You can always download your order invoice from your account as follows to check the *** in your area: Log in at **************** and go to Orders Select Past orders Click Download invoice in the bottom right corner of the order, however, our team is also looking into this to further clarify this for you, so you can enjoy our service to the fullest. All the best!
  

  Customer Answer

  Date: 03/23/2023

  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:

  if you looked at the attachment I sent you your Dinnerly team confirmed that charging me tax was an error on their part and that they were flagging the issue to not happen again as well as crediting me the extra money you charged over the course of 2 weeks. Neither resolution happened. You keep charging me tax when you shouldnt be.  Again your representatives confirmed that this sudden charging me tax was their error. You obviously didnt read a word of my complaint. Very disappointing you have not resolved anything. 

   

   

   

   

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

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

  Business Response

  Date: 03/23/2023

  Hi *******. Thank you for providing your feedback. We are truly sorry for this experience. Upon verification, it seems that our team is currently already assisting you, having informed you that an investigation is being performed by our payments team. As explained by the expert that assisted you yesterday during your last contact, as soon as we have an update on this matter, we'll get back to you. We do apologize for the time that this is taking. In the meantime, if you need further assistance, don't hesitate to reach out. Kind regards.

• Initial Complaint

  Date:03/21/2023

  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 tried to cancel my subscription back in February. The man I spoke to on the phone said that my subscription was cancelled. Well today I get an email saying that my next box is being delivered tomorrow and they have charged me $107!!! I did not authorize this charge nor do I want the box that is being delivered. I have severe food allergies and cannot have anything that has a sweet potato and they are sending sweet potatoes! I am beyond annoyed at the fact that I did not even receive an email saying that my account was not in fact cancelled when I called back in February and the customer support agent told me he cancelled my account. I do not feel I should be charged $107. I could potentially die if I even come near a sweet potato. The box is contaminated with sweet potatoes and I do not even want this box.

  Business Response

  Date: 03/21/2023

  Hi ******, thanks for reaching out. We're really sorry to hear about this, we've already reviewed your account and, unfortunately, it seems like your account was never cancelled, which is why you're receiving this order. I can see you also mentioned you gave us a call in February, but I'm afraid we weren't able to find any calls from the number associated to your account. In this circumstance, since we can't see that you implemented any of the required actions to skip or change the order before the deadline, we, unfortunately, cannot cancel this box. We appreciate your understanding and apologize for any inconvenience this may cause you. Please feel free to reach out if there's anything else we can do to help.

  Customer Answer

  Date: 03/21/2023

  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 am still allergic to the sweet potatoes that are being sent. I am also furious that I did not receive an email prior to the shipment that I was even being shipped another box. The last email I had was from February and today I get an email that my box is being shipped. I did not even receive an email stating that I had an order coming up or an invitation to change the preselected meals. As I am allergic to sweet potatoes this entire box is a waste. 

   

   

   

   

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

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

  Customer Answer

  Date: 03/21/2023

  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]

   Once again, I was told that my subscription was cancelled back in February. The customer service rep said that he cancelled it, when in fact he did not cancel my subscription. Now I am being charged for a box I do not want. 

   

   

   

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

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

  Business Response

  Date: 03/31/2023

  Dear ******. Thank you for your feedback, and we are so sorry to hear about your concern in regard to your unexpected charge of your order. Please reach out to us with your email address associated with your account, so that a specialist may be in touch to resolve your matter. You may email us at ****************************** or call us on ************ Monday through to Saturday. We look forward to hearing from you soon so that we may assist you personally with this. All our best!

• Initial Complaint

  Date:03/10/2023

  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 began Dinnerly service for meal delivery with Dinnerly a couple of weeks ago with my first box arriving on March 4th, 2023. I received an email on March 4th that it had been delayed in shipping and would arrive on March 5th. By Tuesday March 7th I still did not have my first box. I called customer service and chose the option to have a return call made rather than waiting in line. This did not happen. And then proceeded to send an email. It is March 10th and I have not received a return phone call, a return email or the box that was supposed to arrive on March 5th. Since then I have sent two more emails and attempted to call only to hold for over an hour before getting disconnected. They have also now charged me for a second box. The rate I signed up for was $56. I am being charged $74. I don't know what to do here as I'm being charged but receiving no product and zero customer support. Even if the first box was to show up I certainly don't want meat that has been out over refrigerator for almost a week. I don't know if this company is operating fraudulently but I'm hoping that you can help me. I would like both boxes refunded and my account closed. I have expressed this to them and attempted to pause and cancel my membership. I do not know if this has been successful or not because I have not received any communication.

  Business Response

  Date: 03/10/2023

  Hi ******, thanks for reaching out. We're so sorry for the experience that you've had with our service, this is not the experience that we strive to provide. With further investigation, we can see that you signed up with the promotional discount of *****% off of the 1st order, and 20% from the following 7. Your first order was refunded, but unfortunately, we are unable to cancel the order that is scheduled to be delivered tomorrow. However, as a goodwill gesture, I've refunded $44.77 from your 2nd delivery, so that you are charged for this delivery as the 1st order, since you did not receive it. Please allow up to 7 business days for the funds to be available in your payment source. Furthermore, please keep in mind that we buy our ingredients in the exact amount needed to produce each box, this way we ensure we reduce the amount of waste and packaging produced. It is also for this reason that after an order enters the production process, we are unable to cancel it. For your region, you can always edit or skip your order up until 7 days prior to delivery, until 11:59 p.m. Your account has been cancelled, and you should've already received an email confirmation of the cancellation. While it is sad to see that you have canceled the account, we can understand your disappointment. However, should you decide to give us another try in the future, keep in mind that you can always log back in with the same email address and click the "Reactivate Subscription" button. If there is anything else that we can assist you with, don't hesitate to reach out to our customer care team via email at ****************************** chat, ******** chat, or give us a call at ************. All the best.

• Initial Complaint

  Date:02/27/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  During the sign up process I did not get to see the menu before entering my card. No where did it say I would be charged just for signing up. It stated that I would be charged if I did not cancel or skip the weeks delivery by the cut off. Once I looked at the menu I canceled immediately for a couple reasons. 1 the site is not easy to navigate as far as selecting meals and options. I tried multiple times to select different options and it kept reverting back after it showed it was correct with what I would have liked. 2 the food selection without customizing is not a fit for my family. 3 the menu is fairly basic. Because of those reasons I canceled within about 15 min. I received a message saying my final box would be shipped and had 3 days to alter my delivery. Again I attempted to cancel and it stated that my order was already being processed. I checked my email and I had the cancellation confirmation email. Then about 10 minutes later I received a welcome email and my card was charged. So now I have a box of food being shipped next week, I dont want and we will not eat. I want the shipment stopped and my money refunded. As of 2 minutes ago I still have the option to update my order so it is not being processed and the company has not ordered the items to fulfill the order if I am still able to change the meal options.

  Business Response

  Date: 02/27/2023

  Hi ********, thank you for your feedback. I apologize if you had an issue while trying to view the menus and had to put in your details to look at the recipes. Please note that in no way, Dinnerly wants you to have a subscription when you do not want one. You can always check the recipes without signing up or entering any details on our website here: ********************u.If you need further assistance, please reach **! Best wishes!

  Customer Answer

  Date: 02/28/2023

  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: The menu items displayed on the menu were not the items available and therefore I attempted to cancel the order while the order was still open for editing. According to the terms and conditions I would not be charged if I requested cancellation or skipped a box prior to the cut off. I did exactly that and the response was that my order was already in process and therefor could not be cancelled. The fact is I could change, edit or whatever I wanted therefor the box was not in fact in process and the company refused to abide by the agreement they set forth. I consider this a form of theft. I want my money refunded. Its not a lot if money but it is my money.

   

   

   

   

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

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

  Business Response

  Date: 03/08/2023

  Hi ********, thank you for your feedback. I am truly sorry you did not have the best experience, however, when you place an order, you are automatically billed for that first order. Cancellation can be granted if requested until the 7th day prior to delivery. Canceling an account does not impact orders in progress and there is no record of such a request being made before the cut-off period mentioned. Emails are also sent reminding you of the order, to which there was no reply under your email address for the 1st order to be canceled.
  As disclaimed in our website's terms and conditions: 3.3 Cancellation or pausing of your membership after the required cutoff time will result in a full charge for unskipped orders.
  Since your box was delivered under our standards, we will make sure to follow up on this as it is certainly not acceptable. Best wishes!

  Customer Answer

  Date: 05/04/2023

  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:

  It is highly unethical business practice to say you can skip any weeks and cancel anytime than refuse to allow an order to be canceled or skipped within the time frame adjustments are allowed. There was no notice that my card would be charged no matter what for the first week. This complaint may be closed as unresolved at this point as I have chosen to pursue legal action. 

   

   

   

   

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

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

• Initial Complaint

  Date:01/17/2023

  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.

  Despite repeated reassurances from this company, they are continuing to attempt to charge me for meal shipments that I DO NOT WANT and CANCELED months ago! Latest charge attempt was Fri. Jan. 13 around 3 PM.I want Dinnerly to stop trying to charge me, IMMEDIATELY, and DELETE my account from all of their databases. I want confirmation via U.S. Mail that they have done this. Previously they "confirmed" cancellation via email, but still kept attempting to charge me. So---email is no longer acceptable. I want confirmation of the cancellation via REGULAR MAIL. They can't be trusted.

  Business Response

  Date: 01/17/2023

  Hi ****, thanks for reaching out. We're so sorry that you were attempted to be charged for an order. With further investigation, we can see that your account was reactivated on the 3rd of January and then cancelled on the 12th of January. The account was cancelled the same day that your order attempted to be charged. Whenever an order fails payment, we give our customers a second chance to amend their billing details and receive their order, thus there is always a second attempt up to 48h after the first. This is the reason you received a charge attempt after the account was cancelled, we apologize for the confusion. We can confirm that your account has been cancelled, and your information removed completely from our database. Thus, you will not receive any further charges or orders from us. Should you decide to give us another try in the future, you will need to sign up once again. Unfortunately, we cannot send a physical mail to confirm this, but rest assured that it has been resolved on our end, and you won't have any further issues with your account. Don't hesitate to reach out to our friendly customer care team, should you have any further questions that we can assist with. All the best.