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:07/05/2025

  Type:Delivery 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.

  Ive had a few smaller issues in the past- one was this company cancelling an order and not refunding the shipping for an order they never shipped. Outside of occasional food damage, they later shipped me a box packed without insulation which arrived with raw meats and dairy actually warm in over 90 degree heat. Basically, a box of destroyed and spoiled food. After a week of going back and forth to try to get a refund, they agreed to a partial refund that didnt even cover the full amount of food destroyed which was most of it. When I explained this they basically told me sorry cant help ******, do business with the company at your own risk. But watch your charges.

  Business Response

  Date: 07/05/2025

  Hi ********** thanks for reaching out! We're sorry to hear that your delivery was delayed, resulting in your box of food arriving warm. We sincerely apologize for the inconvenience and you can rest assured that this matter is being internally addressed with our logistics team to ensure that issues like this one can be prevented. Upon reviewing the case, we can confirm that a full refund has been issued. If you didn't receive the remaining  $33.06 for the order, please allow up to 7 business days for the transactions to complete. Don't hesitate to contact our customer care team if anything else is needed. Kindly. 

  Customer Answer

  Date: 07/11/2025

  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:06/06/2025

  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 had a subscription service, paused my account for medical reasons, and was charged while my account was clearly still paused. When I reached out to the company, they said this deceptive business practice was part of their policy.

  Business Response

  Date: 06/06/2025

  Hi ***,
  
  Thank you for sharing your concerns with the Better Business Bureau. Im reaching out on behalf of Marley Spoon in response to your recent complaint regarding the charge processed while your subscription was paused.
  
  Id like to clarify the sequence of events: on May 8th, you contacted us requesting clarification about the billing. At that time, a team member explained that the charge was related to your scheduled delivery for May 12th, and that, in line with our standard billing cycle, payments are processed 6 days in advance.
  
  On May 13th, following your request, the matter was escalated. One of our case managers attempted to reach you by phone but was unsuccessful. A follow-up email was sent the same day, providing a detailed explanation and inviting you to respond directly with any further concerns. Unfortunately, we did not receive a reply.
  
  To reiterate, your subscription was paused until May 8th. Since no cancellation request was submitted before the cutoff on May 6th at 11:59 PM, the order for May 12th proceeded and was billed accordingly. This process aligns with the policies outlined in our Terms & Conditions, and we are unable to issue a refund once an order moves into the procurement stage.
  
  Additionally, a reminder email was sent on May 2nd regarding the upcoming order, including the cutoff date to skip or modify the delivery scheduled for May 12th. This delivery fell outside of the paused period.
  
  We understand this may not be the outcome you were hoping for and truly regret any inconvenience caused. Should you need further assistance, were here to help.
  
  Warm regards,
  Marley Spoon

  Customer Answer

  Date: 06/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  When a subscription is paused, customers presume they will not be charged until that pause is over. I paused my subscription through May 8th, but was charged on May 7th. Any policy that allows customers to pause their accounts but charges them during that time period is a deceptive and predatory practice. I am deeply disappointed by this companys response to this complaint  

  * 

   

   

   

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

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

• Initial Complaint

  Date:05/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Marley spoon takes your information to get you to sign up with no way out of it and the refuse to give my money back. Its almost like a fraud . They should be shut down . Make sure no one signs up with them.

  Business Response

  Date: 06/04/2025

  Hi ******, thanks for reaching out! After reviewing your membership, we can confirm that upon creation, your first delivery was scheduled to arrive on 05/20. According to our terms, you may edit or skip your orders before the cutoff, which in this case is 6 days before your delivery date. Since the order wasn't skipped or edited before the cutoff date, the box entered production and was shipped as scheduled. Therefore, this order isn't eligible for a refund as it was processed accordingly. Furthermore, you can always view our menu before entering any personal details at *************************************************************************** apologies for being unable to accommodate your request. If anything else is needed, feel free to let us know. Regards. 

• Initial Complaint

  Date:05/14/2025

  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 received texts saying "Welcome to InDebted! We're here to assist with your Marley Spoon account. Message from debt collector. For help, reply HELP. To opt-out of SMS reply STOP. Msg & data rates may apply. T&Cs: ********************" and "Please take action on your Marley Spoon account. Log in to see your flexible payment options today.InDebted is a debt collector. For help, reply HELP. To opt out of SMS reply STOP.Disclosures: ******************** .Pay online at ********************************** Secure Code: ************. I have no idea what this is about. I looked up other names for Marley Spoon and found Dinnerly. I canceled my subscription years ago. Why am I just now getting texts?

  Business Response

  Date: 05/28/2025

  Hi ******, thanks for reaching out. We are sorry for the confusion, Dinnerly is a sister of Marley Spoon, the reason the message says Marley Spoon. You did had an account with Dinenrly and your last box was delivered on 2024/1/17, but the ******* for this order failed several times and did not processed. Our Billing team has been trying to collect the amount since 2024/1/12. However, these attempts have not been successful. For this reason, your case was forwarded to a third-party debt collector called InDebted. This company is now responsible for the collection of the amount that is currently in debt of $54.23. Feel free to reach out to us if there is anything else. Thanks

• Initial Complaint

  Date:04/29/2025

  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.

  I ordered a delivery for March 13th. I never received this order. I tried calling Marley spoon and emailing their customer service with no response. I opened a dispute with my bank. After a week or two, they contacted me. They told me to cancel the dispute with my bank so they can issue a refund so I did. Now it has been over a month with no refund. They told me my bank has not closed the dispute. I sent them an email confirmation from my bank confirming the dispute was closed. They are claiming they need a response from my bank in order to refund me after promising if I close the dispute, I would get my refund. I contacted my bank and they cannot reopen the dispute because it was over 30 days ago. I am requesting a refund and Marley spoon will not issue it as promised making up excused to holding my money.

  Customer Answer

  Date: 05/07/2025

  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:04/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started a subscription with Marley Spoon because Ive been looking for Meal Kit deliveries to save time and money on groceries and have fewer leftovers. I wanted to postpone my first delivery, since we were going to be out of town. I tried to change the delivery date and it would not give me any options to change it. I called customer service and told them about my dilemma, and wanted to cancel the box completely so I wouldnt waste my money on food that couldnt be eaten. They then told me, my delivery date was different than what it said on the app. I was ok with the new date, but I did not get to choose any of our meals. So I asked if we could change the meals ordered since the app chose for me and would not let me edit it. **************** did absolutely nothing for me. The delivery date is over a week away and they told me it was too late to make any changes. I thought this to be ridiculous since we still have an entire week until the delivery. They told me also they will not refund me and I have to deal with what they send me. I told them the new date was ok since it was a few days before we leave to go out of town, and that I could make it work and hopefully freeze whatever we cant use. However, Im receiving food that no one in my family likes much and we will probably not end up eating anyway and its very frustrating. All customer service kept saying to me was its to late, we cant do anything for you, we refuse to give you a refund and to basically deal with what you get. Well after hearing that I have deactivated my account and plan to look elsewhere for meal kit delivery services. My first box being delivered will also be our last, Im not impressed with this company.

  Business Response

  Date: 04/26/2025

  Hi ****,
  
  Thank you for taking the time to share your feedback. We're truly sorry to hear about your experience.
  
  We would like to clarify that the cutoff time to skip or make changes to your order was 11:59 PM on April 25th. This information is available on our website, in the app, and outlined in our Terms & Conditions. As we received your request to modify your order on April 26th, unfortunately, we had already passed the cutoff and were no longer able to make any changes, cancel, or refund the order scheduled for delivery on April 29th.
  
  We have these deadlines in place to ensure we can source the freshest ingredients directly from our trusted farmers and suppliers, while also minimizing food waste. We completely understand that this might not have been the experience you were hoping for, and we truly regret any inconvenience this caused.
  
  We appreciate your feedback, and while were sorry to see you go, we will take your experience into account as we continue working to improve our service.
  
  Thank you again for trying Marley Spoon, and we wish you the best in finding a meal kit service that suits your needs.
  
  Warm regards.

• Initial Complaint

  Date:04/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My package arrived late, damaged, items leaking, and meat much warmer than 40 degrees. I initially chatted with their customer support about concern this would happen, and she assured me that their packaging would keep things safe, but she sent me email to use just in case. I reported this online and shared 25 pictures with explanations AND emailed them by replying to the email. Having gotten no response, I used their online system multiple times, including earlier today, but they ignore everything. I was going to cancel my membership, but the option says there is no refund for anything already prepaid. This seems like a scam keeping someone's money when they are in error and are refusing to respond, hoping that the customer will give up and go away.

  Business Response

  Date: 04/08/2025

  Dear *** ********, Were very sorry for the experience youve had and deeply regret the condition in which your box arrived, as well as the frustration caused by the situation overall. This is far from the standard we aim to provide, and we understand how disappointing it must have been to receive your order late, damaged, and in unacceptable condition. Please rest assured that your concerns were taken seriously. Weve reviewed your case and can confirm that a full refund was issued for your April 4th order. An email was sent confirming this. We also received and addressed your request to cancel your subscription and prevent any future charges a second confirmation email was sent regarding that as well. We sincerely apologize for the delay in our initial response and for any impression that your concerns were being ignored. Were working internally to ensure this doesnt happen again. We kindly ask that you check your inbox (and spam or promotions folder, just in case) for our communications. If anything is unclear or if you have further questions, youre welcome to reply directly to the email, and our team will follow up promptly. Thank you for your feedback we truly value your voice and appreciate the opportunity to make things right. Warm regards.

  Customer Answer

  Date: 04/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I requested a full refund of everything that I paid, and they are forcing me to keep (and pay for) the meal that was set up for this Friday. Based on this situation, the right thing to do was refund me for everything, including the meals to arrive on Friday. I'm willing to accept their delivery at no cost to me as a way for them to sincerely makeup for the horrible situation, but they did not refund me for that shipment, and that is unacceptable to me. 

   

   

   

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

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

  Business Response

  Date: 05/22/2025

  Hi! Weve reviewed your case and can confirm that a full refund was issued for your April 4th order. An email was sent confirming this. We have also addressed and cancelled your subscription as reeusted and also sent an email confirmation to you. Unfortunately, we are not able to cancel and refund the order that was processed before your cancellation request was made. 
  Marley Spoon 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, and there is also the option to deactivate the subscription at any time after sign-up should they only want to receive the first box. 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 above 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.
  Our procurement deadline is in the terms and conditions of our service. Once this date has passed we purchase the ingredients from our suppliers and pay for shipping, which is the reason we give out the deadline to our customers. Once this date has passed we can no longer cancel or process a refund for an order. I am sorry for the inconvenience caused by this. Feel free to contact our customer care team if there is anything else we can help you with. Warm regards.

  Customer Answer

  Date: 05/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I understand the policy and the impact, but they should have exceptions to their policies when THEY FAIL TO DELIVER QUALITY SERVICE. They acknowledged their mistake. I privy them with plenty of details and evidence to also take up the mastery with the delivery service. All they did was refund the meals that were already unsafe to keep due to their poor packaging and errors by the delivery service, but they still made me keep and pay for the next meal because it was too late to cancel it when we experienced the problem for which they carry full responsibility. The right thing to have done if they could not cancel that next delivery was to not charge me for it. Furthermore, I was using a promotion that provided higher discounts for earlier meals, so the meal they messed up on was less expensive, which they refunded, and the next meal which I did not want after the poor delivery that they forced me to keep due to their policy was more expensive. If they insisted on charging me, the least any reputable business should have done without the customer saying this is to at least give the better discount on the meal they force on the customer after their own faulty delivery. This business' practices are among the worst examples of how to properly serve your customers. 

   

   

   

   

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

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

• Initial Complaint

  Date:02/10/2025

  Type:Delivery 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.

  Ordered meals from Marley Spoon. It was supposed to be delivered mid day Saturday, February 8th. It was not received and Marley Spoon never alerted me it was delayed. I received an email from *************** it was delayed and would be delivered the next day. This is perishable food and I did not receive it until around 8pm on Sunday February 9th. (24 hours later) When I opened box the ice bags were warm and food spoiled. I have attempted to contact Marley Spoon to get a refund and they never respond,. I called them today. February 10th and held awhile and I was told they would call me back. They never did. I want my refund.

  Business Response

  Date: 02/11/2025

  Hi *****. Thank you for your feedback. I'm really sorry that you didn't receive your box in time. After reviewing our records I see that we have already replied to your complaint and a refund was already processed. In case you need any further assistance about this matter, please reply to our email and we will be more than happy to help you. Best regards, Marley Spoon Team. 

  Customer Answer

  Date: 02/12/2025

  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.

  However, they only refunded $23 and total amount was $35.
  
  Sincerely,
  
  ***** ******
  
  
  
   
  
  

• Initial Complaint

  Date:01/30/2025

  Type:Billing 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.

  I ordered a free box. Paid shipping for it. I cancelled my account maybe a day later. Then the next week I got another charge from the company. They stated I had another account with an email address that was not mine. I told them I knew nothing of that account. The customer service *** argued back and forth with me. They confirmed my account was cancelled. I told him to cancel this other account attached to my card as well. This idiot told me it was cancelled. On a recorded line. I told him I would be taking it up with my credit card company as well. Wouldnt you know Ive received 3 additional charges from this scam of a company. I didnt not authorize these charges and I revoked authorization of my card they somehow keep charging. Yet 3 weeks later and theyre still charging me. *******

  Business Response

  Date: 01/31/2025

  
  Hi ******, thanks for reaching out! I can see you created two accounts under ************************ and ************************** Upon investigation, the account under ************************* was still active, which explains why you still being charged. It is our customer's responsibility to manage their multiple accounts. I can see a colleague of mine has already cancelled this subscription under ************************* to prevent future orders. Also, refunded two charges of $50.38 and $56.78, corresponding to the 01/28 and 02/04 orders. The previous orders originated from this account were placed accordingly, as the membership was still active prior to your contact. Therefore, the orders from 01/14 and 01/21 aren't eligible for a refund. All the best.

  Customer Answer

  Date: 02/01/2025

  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:01/09/2025

  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.

  Sadly, I had high hopes for this meal delivery service, but it has been a nightmare since signing up. I was charged ***** for our first box, which we never received. After speaking to customer service, I was given a credit of approximately $177. I was told our 2nd box would not be charged, and the credit would cover the box with a remaining $30 credit. I did in fact get charged for the 2nd box in the amount of $141.46. I spoke to customer service again who insisted I had not been charged, but I have sent them a screenshot showing that I did get charged. I expect a full refund of the $141.46 to my credit card (NOT a credit as I am canceling our subscription). At this time the app still shows the first box in limbo and now the second box has not shipped and was due to be delivered tomorrow. My experience dealing with the Marley Spoon customer service leaves things unresolved and or no response. The communication and response to issues is poor. Please refund my credit card $141.46 immediately. If we do not receive the second box tomorrow, I expect a refund of the $***** as well. This company should not be in business with their response to customer service inquiries and support!

  Business Response

  Date: 01/09/2025

  Hi ********,
  Thank you for sharing your feedback regarding your deliveries. We sincerely apologize for any inconvenience you may have experienced.
  After reviewing your case, I can confirm that the second charge was refunded on January 7th, the same day you received your second order. As mentioned in our previous email, refunds may take up to 7 business days to reflect in your account.
  It seems that both issues you reported have been fully resolved on our end. However, if you have any further concerns, please dont hesitate to reach out to our customer service team. Were here to help and ensure everything is sorted out to your satisfaction.
  Thank you for your patience and understanding.
  All the best,

  Customer Answer

  Date: 01/23/2025

  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. While Marley Spoon stated that a refund was issued on the 7th, it has now been 9 days and there has been no refund issued. I contacted my bank and disputed the charge on the 7th and was given a provisional credit by them. Marley Spoon should not be in business- after reading so many of the same complaints that I have experienced with their lack of customer service and poor packaging of products, they are a rip off! We received 1 box and a 2 year old could have packaged it better. So glad we have canceled and have gone back to Home Chef, of which we have already received 1 beautiful packaged meal ON time.
   
  Their resolution was not satisfactory in my opinion. I am however satisfied that I received the provisional refund from my bank.
  
  Sincerely,
  
  ******** ****