The food is fine. Think adult TV dinners delivered to your door. The real issue is their system and customer service, which are deeply flawed.
After selecting my first two weeks of meals, I was completely locked out of my account. I could not find login access through any of their emails, and when I attempted to reset my password through the website, the reset emails never came through. I tried repeatedly over several days.
It gets worse. When I attempted to use their chat feature for help, it also required me to log in. So I was locked out of my account and simultaneously locked out of customer support. There was literally no way for me to access my account or get assistance through their official channels.
Because of this, I could not select meals that fit my dietary restrictions. I received a full week of food that I could only partially eat. At that point, I decided to cancel.
After multiple failed login attempts, I responded directly to one of their marketing emails, clearly requesting that my membership be canceled and that no further food be sent. They have no problem sending promotional emails, but somehow cannot deliver password reset emails.
Despite my written request to cancel, another box showed up on my doorstep the following week. Meals I did not choose. Meals I cannot eat.
When I called customer service to explain that I had attempted to cancel in advance but was prevented from doing so because of their system failure, I was told they could not issue a refund.
If a company receives a clear written cancellation request and is aware that a customer cannot access their account due to system malfunction, choosing to ship another box and charge the customer anyway is not good business practice. It shows a lack of accountability.
Food delivery should not come with this level of frustration. If your system prevents customers from accessing their account and also prevents them from getting help, the burden should not fall on the customer.
I will be filing a complaint with the Better Business Bureau and sharing this experience publicly in hopes that someone in leadership addresses these systemic issues.
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