ComplaintsforMetabolic Meals

• Initial Complaint

  11/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up after seeing it was a non-recurring subscription meal service and got my first box. Then a week later I was charged $148.93 for meals I never agreed to or chose. I'm away week for business when the meals will arrive! I would like a refund as I never approved this choice and no commuciations! Awful!

  Business response

  11/19/2024

  This customer used to have an account with us under a different email which they closed because they are realized we are in a subscription service. They reopened under a different email address which caused their account to be created as a different customer. At this time that is the reason we did not cancel or honor a refund.

  Customer response

  11/20/2024

  Complaint: 22570174
  
  I have reviewed the business' response and am rejecting it because:
  I had an account about a year ago where I was told it was not a subscription-based service.  I wanted to try it again and couldn't remember my password so I set up a new account but never expected to get billed for another order especially when I'm out of town this week for a business trip. 
  
  Sincerely,
  
  *** ******

  Business response

  11/25/2024

  I am not sure we can say at this point. As the customer signed up with a different email address which caused it a different account was opened. A year ago the system was subscription service and this week it's still the same. The customer was aware that we are subscription service, if you create a new account the subscription will be created.

  Customer response

  11/25/2024

  Complaint: 22570174
  
  I have reviewed the business' response and am rejecting it because: I've been getting emails saying its a subscription free service.  That is very misleading!!!
  
  
  
  Sincerely,
  
  *** ******

• Initial Complaint

  11/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  After placing an order for 6 meals, which I chose and authorized, the following week they unknowingly charged my card for 8 meals that they chose and I wouldnt have ordered for myself. My card was charged on 11/1 and I contacted them that same day to cancel, but they claim my order has already been processed even though the meals werent to be delivered until 11/7. Their website boasts commitment-free but their business practices are shady at best. Just read the other complaints. Im not the only one.

  Business response

  11/11/2024

  Our system is commit-free, as long as you place your cancel by the deadline. This customer reached out 48 hours past the deadline has the deadline was Oct 30th. When working with Food we have tight deadlines that we have start on as we are ordering ingredients for 1000's of orders which is why we can not just cancel orders, let alone 48 hours past the deadline. We did email the customer everyday as reminder to pick ********************** or skip the current live menu which our system shows those emails were opened by them.

  Customer response

  11/13/2024

  Complaint: 22504974
  
  I have reviewed the business' response and am rejecting it because the daily spam emails they sent and said I opened only state to submit an order before the deadline to receive shipping by a certain date. What is buried in their website is the fact they will choose for you if you dont place an order, and NO WHERE does it say it will be for 8 meals. My initial order was only for 6. 
  
  
  
  Sincerely,
  
  ****** ******

  Business response

  11/19/2024

  We are willing to credit the customer two ********************** since their first order was 6 meals and our systems picks 8 meals or more.

  Customer response

  11/20/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ********. Despite giving full refunds to other customers who had the same complaint, I am tired of fighting with a company whose business plan is to trick customers into an order they didn't want with their deceptive advertising. There is a good reason why they have an F rating.  
   
  Sincerely,
  
  ****** ******

• Initial Complaint

  11/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Placed original order on 10/17/24 for 9 meals for $98.89. Meals were delivered 10/30/24. When I originally ordered, I was under the impression the service was an on-demand service, and I will only be charged when I order meals. I even emailed and spoke via phone with a representative about how the process works, and they assured me I order the meals by Tuesday, and will receive them the following week. Their marketing emails sent to me implied the same thing, order by this date, receive by that date. I was never told and was not aware they would be charging my card and picking meals for me, if I did not order them myself. So, I check my credit card every day, and noticed a pending charge for $138.03 on 10/31/24 from them. I did not receive any email confirming an order, but logged into the account to find they placed an order for me. It was after business hours, so first thing the next morning I called them- it went straight to voicemail. I called another number I had that they had called me from. Same thing- straight to voicemail. I emailed them, expressing my dissatisfaction and asking them to cancel the order and refund me. They told me I signed up for a subscription and they could not cancel the order because it was already processing. I replied, arguing I never received anything telling me I signed up for a subscription and was completely unaware of the fact. I called and emailed multiple times afterwards, and they are now ignoring me. I did a little research on BBB and Reddit, and found many people having the exact same issue.

  Business response

  11/04/2024

  Our last email to this customer was.

   

  "Hello, 
   
  Metabolic Meals is a weekly subscription service, which
  means that each week you can choose to pick new meals, **** weeks or
  cancel your membership if needed. Theres no commitment. Adjustments to
  your membership should be made by WED 8:59 AM CST of the week before
  your meals ship. You can cancel this subscription at any time, prior to
  the Wednesday deadline.
   
  I canceled your order, refunded, and closed down your account with us. Please keep an eye on your email for this confirmation. "
   

  Customer response

  11/07/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ********* ****

• Initial Complaint

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company makes it extremely difficult to skip a week of meals. I am tech savvy, but I don't know how someone without knowledge of workarounds could easily skip a week as advertised. As a result, I tried to cancel. You cannot cancel online. When you finally find a way to call, they don't actually cancel your membership. They list you as an unsubcribed member (basically a member on pause keeping your info active). It took getting nasty to cancel and I still can't tell if I an actually canceled or not. Worst meal delivery customer service ever.

  Business response

  11/01/2024

  This customer has had only 1 order which they picked and billed by filling out their information. The account has been closed.

  Customer response

  11/04/2024

  Complaint: 22499910
  
  I have reviewed the business' response and am rejecting it because:
  They state online that it is easy to skip a week or cancel at anytime.  That is false and misleading to the consumer.  It took multiple failed attempts to work with their online system.  I had to call(after a wait) to cancel.  I then received an email stating my account was still active.  They call it being current customer not currently receiving **********************.   It took another call where I had to be extremely firm, almost rude, before they would actually cancel my membership as requested.   Their email to me actually stated they recognized their site "was not user friendly", yet they advertise that it is. 
  
  
  Sincerely,
  
  ***** *********

  Business response

  11/11/2024

  This customer has only placed 1 order with us which was placed by them. They reached out to us regarding skipping and we explained that we can skip in advance for them or they can wait until the menu goes live since they have already placed an order for the current live menu. Their account has been closed in full with us and they only got billed once which was the very first order.

• Initial Complaint

  10/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The law requires the clear and conspicuous display of service terms before purchase agreements are fulfilled; affirmative consent from consumers before any credit card charges are made; acknowledgment that includes the automatic renewal or continuous service offer terms, cancellation policy, and information regarding how to cancel in a manner that is capable of being retained by the consumer etc. Metabolic meals is not doing ANY of that. It's a scam where the website leads you to believe that you are in a commitment free order at will agreement, there's no information at all about signing up for a subscription or a plan until the company charges you randomly for boxes of food you didn't order. That's when they tell you were had to **** the week or cancel your subscription. In the weekly emails they send about choosing meals there is no information about needing to **** or cancel if you don't want to be charged, they actually show you that you will be charged $0 unless you choose meals. I looked at my account information and it said I wasn't signed up for any plan yet I was charged $150 and when I tried to contact customer support I was told I was signed up for a subscription. Once you file a complaint they refuse to cancel the order and then they give you information about how to cancel your subscription or **** orders but there's no way to find that on the website unless you file a complaint and they send the directions on where you were supposed to go to do that. None of it is clear, they are blatantly violating online subscription laws, there are also hundreds of complaints online where people have had the same experience. I don't even have an order number because there's no record online that I made this mystery order I was charged for, I don't even know what's in the order.

  Business response

  10/31/2024

  We refunded this customer on Oct 25, 2024, 6:14 am for their 2nd order as they felt they did not sign up for a subscription. Even though they opened emails that stated you need to pick or skip by the deadline.

• Initial Complaint

  10/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Ordered food delivery service from Metabolic Meals requires that you get into a subscription service. I ordered the first week, did not like the food, went to the website, and canceled the subscription, but don`t send you a confirmation email; that right there is a bad sign. Today, October 10th, I got a charge on my credit card for an order I did not place. They automatically chose nine meals for delivery. I immediately sent an email to customer service explaining the situation and asking for a cancellation and refund; they said It was not possible, that I didn`t cancel the subscription, and that they send emails with a reminders (that I never received, not in Spam as well). Just look at all the complaints here, they all say the same thing; I hope I had seen this before the first order. Food is not good and they have very deceptive business practices, I canceled the subcription again today and asked for confirmation by email from the customer service to have proff from my side. I want to cancel the order and refund the charges to my credit card.

• Initial Complaint

  10/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Did not sign up for subscription plans. Website very deceiving. Receive notice that my next delivery, that I did not request, and my card would be debited $134.86. Apparently there is no way to cancel.

  Customer response

  10/30/2024

  My complaint has been resolved

• Initial Complaint

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ordered food delivery service from Metabolic Meals and didnt know I was committing to a subscription service that would be automatically charging my credit card with a re-occurring charge. I ordered the first week but did not place an order for the next week. They automatically chose 9 meals for delivery on September 23, 2024 and charged my credit card on September 19, 2024 (order#******) $122.08. Nowhere on their website did they indicate that food would be chosen for you if you did not place an order by the cut off date. I also placed another order for the following week delivery date of October 3, 2024 (#*****) I requested both orders to be cancelled on 9/19/24 but they refused to cancel them even though they could not have started to process the food. They have very deceptive business practices and as a senior citizen I feel they are committing Senior Fraud against me. I want the account closed and no further charges to my credit card.

  Business response

  09/23/2024

  Hello,

  Customer did open our reminder emails and visited the site during the picking window which is 7 full days, Wednesday to Wednesday they have the option to pick or ***** They get emails every day reminding them to action by skipping or picking. With that being said, we refund the order that has been billed already and cancelled the account.
  

  Customer response

  09/23/2024

  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.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  09/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  They say there is no commitment to their program but yet placed an order for me that I never authorized. I want a refund immediately for the amount that they took without my authorization!

  Business response

  09/09/2024

  We are happy to share emails and menu reminders that was sent to this customer, but we ended up refunding the customer. We sent them this email "We refunded on Friday, it takes about 5-8 business days to reflect in your account" on Saturday morning.

  Customer response

  09/10/2024

  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  08/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company has predatory business practices that leave customers receiving food full of allergens that they did not order along with subsequent large charges to your credit card without proper warning. Their phone numbers and email addresses are all masked. The phone numbers lead to a recording that says theyre busy and hangs up on you. The email addresses from these so called Account Managers take you straight to the general customer service inbox. I did not sign up for a subscription. ************ services are ongoing, approved automatic payments to a vendor for a service or product. I did not approve Metabolic Meals to take in excess of $130 out of my account without my explicit permission. I refuse to pick meals that I do not want. No reciept has been provided for these good/services because I did not approve the cost or spend. I did not order an automatic renewal and did not approve the charge of $131.62.The emails received this week from the company did not indicate there would be a recurring charge in any amount to my card. I have not recieved any receipt of this transaction either. It wasnt approved by the consumer. They have an obligation to consumers to present clear pricing and penalties for good/services. They have an obligation to consumers to properly notify them, if not by law, by good business practices.They blatantly hid details in their communications while providing phone numbers and contact information that were not operable to scam $131.62 from me. I want it back and do not want their food that will literally kill me if I eat it as Im allergic to a lot of the items sent.

  Business response

  08/25/2024

  We have already refunded this customer and closed their account. We are happy to share any information needed or provide insight what the customer is saying is not correct.

*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. ↩