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Business Profile

Food Delivery

Spoonful of Comfort

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Food Delivery.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

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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.

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Complaint type

  • Initial Complaint

    Date:01/27/2025

    Type:Delivery Issues
    Status:
    Answered
    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.
    Was not delivered as promised. No notification was given nor explained. They seem to hold all of the cards...

    Business Response

    Date: 01/29/2025

    Dear Better Business Bureau,

    At Spoonful of Comfort, our customers north star and center of every decision we make. Sometimes extreme weather events outside of our control play an unfortunate roll that falls short of our standards for service. We apologize for the delays and frustration that Catherine experienced with her recent order. Due to these severe weather conditions, the south especially was impacted with heavy snow and dangerously cold temps. We encountered significant disruptions with our shipping carriers that affected many orders, including hers. While these delays were beyond our control, we recognize this experience is frustrating.

    Catherine placed her order in advance on Sunday, January 19th, with an expected delivery date of Saturday, January 25th. Throughout the week, she proactively reached out for updates, leaving a voicemail on the 20th & 21st and speaking with an agent on the 22nd. At that time, we confirmed that her order was on track to ship as scheduled and resent her confirmation email, ensuring she had the latest information.

    Unfortunately, due to the severe weather, her order was not released as planned on January 23rd per UPS affected weather zip code list. To keep impacted customers informed, we sent a mass email alerting them to potential delays, and Catherine was included in this communication. As soon as we received clearance from UPS, her order was shipped on January 24th, and she received a tracking email at that time. The order was delivered on Tuesday, January 28th, within the expected transit time for ground shipping. 

    During this time, Catherine reached out 18 times via email, understandably seeking updates on her order. Due to the high volume of customer inquiries caused by the widespread delays, our response times have been longer than usual. We responded on Monday morning at 10:22 AM to provide a status update and confirm her order was set for delivery by Tuesday at 7 PM. 
    We work diligently to communicate updates. With our 100% Satisfaction Guarantee, we have issued a full refund and reached out to Catherine to apologize for the inconvenience. Our team remains available should she have any further questions or concerns.

    As we navigate these challenges, we remain fully committed to ensuring every customer receives the exceptional service they deserve.

    For reference, we have available to send at request Send Receipts for the weather alert email sent on January 23rd, confirmation and tracking emails sent, along with the Zendesk ticket history, which includes our responses to Catherine. We did not include these in this response as it does contain personal information. We are happy to provide for reference but want to be sure it will not be published. 

    Thank you for your time and consideration. Please let us know if any additional information is needed.

    Warm Regards,

    Brittany Woodard
    Director of Customer Experience

Spoonful of Comfort is NOT a BBB Accredited Business.

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