5d ago
I was a longtime Marley Spoon customer and genuinely loved the service. The food was consistently excellent, the recipes were interesting, and the variety was better than most meal-kit services I had tried. Unfortunately, my experience changed dramatically after Marley Spoon notified customers that it was transitioning to a new logistics/operational partner and experiencing delivery disruptions. For my final order, Marley Spoon notified me before delivery that the two meal selections in my box were unavailable because of a supplier issue. Because I had ordered multiple quantities of those meals, the entire box was effectively unavailable, but I received only a partial credit. Two days later, a Marley Spoon box was delivered containing insulation and ice packs, but no food. I contacted customer service repeatedly, explained that I had received an empty box, rejected account credit, requested a full refund, and gave Marley Spoon the opportunity to resolve the issue directly. I did not receive the refund, so I disputed the $99.79 charge with American Express. Marley Spoon then contested the dispute by providing proof that the package had been delivered, even though I had never disputed that a box arrived. The issue was that the food was not inside it. I still believe Marley Spoon offers excellent meals and great options when the service works. But based on how this known logistics problem was handled, customers should be aware that delivery failures may be compounded by extremely poor customer-service resolution when something goes wrong. For a meal-delivery service, reliability matters. And when reliability fails, the company’s response matters even more. In my case, both failed. Buyers should understand what they are paying for, what may or may not arrive, and how difficult reimbursement may be when Marley Spoon makes a fulfillment mistake.