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:08/31/2022

  Type:Service or Repair 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.

  Dinnerly, provides me with a weekly food delivery service (produce and meats).My next delivery is scheduled for September 2nd, no designated time given.I find myself unable to be home that day as I am needing to go out of town for the weekend.Contacting customer support this morning I asked about the possibility of rescheduling delivery either a day early or on Tuesday September 6th when I would be home.The customer service agent told me that all orders are locked from editing on the Saturday before delivery (in this case that would the August 27th). As such she would be unable to cancel or reschedule the delivery.I asked to speak with management.Management phone me and repeated the same information as given to me by the customer service agent.It was offered that I could donate the box of food, or they could deliver to a nearby address.Unfortunately, I do not have neighbors whom I trust to pick up my food and my closest friend will be out of town herself.At no time did it appear that the manager wanted to do anything to assist me as a customer, nor was there any offer of compensation, even though I would not receive the paid for product.Checking the tracking provided on the web site I could see that the package had not been received by the delivery company, so it was unclear to me why it couldn't be pulled from the production line at some point during the process.This interaction did not leave me feeling valued as a customer or show any customer resolution skills on the part of management.

  Business Response

  Date: 09/01/2022

  Hi *******, thank you for your message and feedback regarding your experience with us. We have reviewed your account and have no record of any cancelation request being made before the cut-off, which is why we weren't able to cancel your last order. We appreciate this is an inconvenience, and we have passed on feedback internally to review any process changes which can be made in the future. Please let us know if we can help with anything else. All the best.

  Customer Answer

  Date: 09/09/2022

  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:

  [Even though I was informed my box of food would be donated, I arrived home Monday September 5th to a box on my porch (as per picture). 
  The heat on this and proceeding days had been 113 and this box would have been exposed to direct sun for the 3 days it sat there.
  When I opened to see if anything could be saved, mostly dry ingredients, can't goods, the smell that greeted me was that of something that had died.
  I photographed, then threw the box of food in the trash. The lingering smell of dead animal has been lingering around my trash can.
  I know I'm not the first to complain about their service and just feel they need to be held accountable to their customers. The customer is supposed to always be right and the company doing what is needed to keep that customer happy. As I mentioned in my original complaint, there was no effort on the part of the manager I spoke with to make the situation right for the customer. As a customer I left that call feeling like I really didn't matter and hence they lost myself and the customers whom I was going to refer to them.
  
  [Your Answer Here]

   

   

   

   

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

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

  Business Response

  Date: 09/16/2022

  Hi *******, thanks for your feedback. We are sorry to learn about the disappointment with our service. We have looked into your request about donating the box, it seems by the time our third-party logistics partner acknowledged our request the box was already delivered. I understand how disappointing this can be. I have already informed our logistics team about it to make sure it may never happen again. For the inconvenience caused by this, we have already provided a full box credit to your Dinnerly account. This will be automatically deducted from your next delivery after the reactivation of the account. Please let us know if you have any questions or concerns, we will be happy to help. All the best.

  Customer Answer

  Date: 09/22/2022

  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,
  
  *****************************