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:09/09/2022

  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.

  Approximately 2 to 3 weeks ago I attempted to skip or cancel a food delivery order, and somehow that request was not properly processed. I was not notified of a pending order, nor notified of an opportunity to select my meals in the food delivery service, so I was under the impression and understanding that the order was not going to be processed. By then see on my credit statement a pending transaction one day after the cancellation deadline of 9/7/22. I then contact the business on two different occasions and they refuse to provide any resolution or remedy for this issue whatsoever, and therefore this is an unauthorized transaction that I am not responsible for, and they should be able to resolve in some capacityeven if at the very least it was refunding my exorbitant shipping fees since they can certainly cancel shipping a box that has not been shipped and wont be shipped for a few more days.

  Business Response

  Date: 09/09/2022

  Hi ********, please accept our apologies for the inconvenience you encountered with us. After checking our internal records, we were not able to find information that your order had been skipped on your end. Furthermore, we offer our customers the opportunity to skip deliveries in the settings of their account at any time and there is also the option to deactivate the subscription at any time, even after signing up should they only want to receive the first box. 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 will be sent out as part of the weekly subscription. The cut-off to edit or skip your orders is always the Tuesday prior to your delivery day, until 11:59 p.m local time, as your boxes are billed on Wednesday at midnight. 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. In this circumstance, as you did not implement any of these actions to skip or change the order, or cancel the subscription before the deadline, we, unfortunately, cannot offer you a refund as we are not able to cancel the box. Please don't hesitate to reach out if we can help you with anything else. 

  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:

  [Your Answer Here]

   First of all, I was told by your representative yesterday that a cancellation can be processed after that midnight deadline (but that I still missed the last minute cancellation around 10am on Wednesday 9/7/22), so thats not accurate, and if I had received any sort of notification of this erroneously processed order between 11:59pm on Tuesday 9/6/22- approx. 10am Wednesday 9/7/22 I would have been able to resolve the issue in time. Furthermore, even if Im expected to accept this nonsense response that theres absolutely no other solutions or options to resolve the situation, why was I not offered any sort of customer satisfaction/retention options because of this issue? Why is it Marley Spoons policy to just allow their customers to be this deeply dissatisfied and forced to take a product that they did not want or have a reasonable opportunity to select and/or properly notified about the processed order AT ALL? Im well aware that your boxes are priced exorbitantly high, far beyond what the actual cost to produce or ship it is given the fact that I received several boxes as an introductory promotion with deeply discounted meals as well as shipping, so at the very least I should be offered some level of compensation and or account adjustments or future credits to offset this error, regardless of who is at fault. It feels like, as in most cases, the simplest answer is the correct one: Marley Spoon just doesnt care about customer satisfaction and or customer retention. In fact, I would even go as far as to suggest that the company is flat out banking on (no pun intended) these types of errors given the fact that you arent sending any sort of notification to your customers about a processed order in a timely fashion!

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

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

  Business Response

  Date: 09/22/2022

  
  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 our team has already sent you an email addressing your concerns. If you have any additional questions, please get back to us and we'll be happy to help. All our best.

• Initial Complaint

  Date:09/07/2022

  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.

  We had an active subscription for 4 people, and selected meals for an upcoming week. Then, I got a shipping notification that the meals had been changed and were only for 2 people. Since the order was still 7 days away, I immediately contacted customer service. Agent **************** refused to help despite being told that we needed allergies to at least be accommodated if they were going to change the meals to something we did not select. He finally resorted to calling me dishonest and hanging up the chat session when I asked him to confirm his name. Truly awful experience, and dangerous for us to bring a box full of allergens into our home because of Marley Spoons unbelievably rude service.

  Business Response

  Date: 09/07/2022

  Hello and thanks for your feedback. Please accept our sincere apologies for the experience you encountered with us. Unfortunately, by the time you contacted us, it was already past the cut-off to edit or skip your order. We have this deadline to ensure our procurement department has enough time to order your ingredients from our suppliers and farmers. However, as stated by one of our experts who assisted you earlier today, after being in touch with our production team, we were still able to put through a last-minute cancellation as an exception for your September 13 order and a full refund of $77.13 was issued on our end. Please allow up to 7 business days for the funds to post. As always, we remain here to assist you with any questions or concerns that *** arise. Best wishes!

• Initial Complaint

  Date:07/28/2022

  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 had set up an account with Marley spoon for the purpose of feeding my 85 year old grandmother & 65 year old disabled mother. They wanted to try new food but are very picky eaters. We tried numerous meal delivery *********** have been the least satisfied with Marley spoons food. I thought I had canceled the service, apparently I just put it on pause. I am fine with this. However, I did not receive any notification via the app I have downloaded on my phone from their service or an email that I check daily, that the service was going to be renewed. So I could cancel or at least modify the recipes to the last box. I checked my email today and I was charged $135.27 for a box I knew nothing about. Our kitchen is currently not working, I cant even **** this food for them. But the food being sent they will not be able to eat. I called Marley spoon and was told my order was on pause and not canceled, ok so they finally canceled it. But even though the box has not been shipped, and it is only Wednesday and it is not due to arrive until next week, they will not cancel or refund this. They claimed I was notified of this but I have checked my junk folder & no email is there. Regardless, the other meal deliveries do not operate this way. I am now being sent food I did not get to pick for people that are sick & on a fixed income.

  Business Response

  Date: 07/28/2022

  Hello there, I appreciate you taking the time to comment on our service. We are very sorry to learn that you had problems with our service and that the resolution from our ******** Communications team offered wasn't sufficient. Our communications team received your comment and has been alerted. They will look into your issue and get in touch with you to address your concerns. Our very best.