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:04/30/2024

  Type:Billing 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.

  Date of Transaction: Ordered: 4/19/24, was supposed to receive on 4/26/24. Amount Paid: $138.69 Items Ordered: Stuffed Chicken Ana Luisa Style - 1 serving x 2 Broccoli Cheddar Soup - 1 Serving x 2 Coconut Carrot Ginger Soup - 1 serving x 2 Minestrone Soup - 1 Serving x 2 Chocolate Ganache Cake - 2 servings x 1 Beef Bourgogne, Beef Cubes - Meal x 2 Roasted Vegetable Lasagna - Meal x 2 See Attachment for Additional Context, but Specific Issues Include: Failure to provide UPS with a customer contact number for delivery issues. Failure to check delivery addresses for timely delivery. Refusal to work with UPS after hours. Delayed response of over 15 hours to address the issue. Missed opportunity to resolve the issue quickly. Refusal to refund or replace the order. Maintains lack of responsibility for shipments. Failure to uphold publicly posted guarantee. Unprofessional behavior towards the customer. Nature of the Dispute: I am extremely dissatisfied with Magic Kitchen's handling of my recent order, which has exposed the company's subpar customer service. Despite posting a 100% satisfaction and money-back guarantee on its website, Magic Kitchen failed to honor their commitment when I encountered a delivery issue with my order. Even after direct communication with the CEO and president, who callously blamed UPS and demanded additional payment to resend the order, the company refused to take responsibility for helping to deliver their product in a timely fashion. The blatant disregard for their own guarantee and customer service is unacceptable and indicative of their lack of integrity. Furthermore, I found the CEO's response accusing me of unprofessionalism for seeking a replacement order to be completely inappropriate. It is disrespectful and unethical for Magic Kitchen to make baseless assumptions about a customer's character while failing to fulfill their end of the transaction and withholding funds. Invoice Number: ******. Tracking number: *******************

  

  Business Response

  Date: 05/09/2024

  May 9, 2024
  
  List of events on order placed by ******* ******
  
  -Order placed on 4-19-24 – copy of order attached (Incorrect delivery address * **** * ******* *** *** ****
  -Package was shipped 4-24-24 for delivery on 4-26-24.
  -On 4-26-24, *** identified order was undeliverable as the address was not correct and was not a valid address. 
  -UPS requested a delivery address update from us after our office closed Friday night. 
  -The correct address was identified from the intended recipient,  **** * ****** *******, after noon on Saturday  4-27-24.  Correct address was **** * Lincoln Ave Apt ****  
  -Since our package was perishable, *** is instructed by us to return the package if a correct delivery address cannot be obtained and redelivery attained within 1 day, as product will be spoiled if delivered 2+ days late.  Product was placed onto a return trailer to our center in Kansas. 
  -Since the package was in limbo due to address issue, if an address update had been done prior to redirection to MagicKitchen,com, the product would have delivered on Monday spoiled upon receipt.
  -**** ***** wanted to order resend at our expense or a full credit back to her since the order was not delivered as she expected.  I advised the package was sent as she requested to the address she identified on her order.
  -Purchaser, **** *****, demanded the order be redirected to her address so she could request a refund (Per our guarantee) as the order would be delivered to her spoiled.  Also, to redirect the order to her address, there would be a shipping cost ($19.95) to reship the package, as well as a address update fee of $18.00.  She wanted documentation about the costs but at that point the package was already enroute to Kansas and could not be redirected until delivered back to us.  If we rerouted the package the order would arrive to her on Tuesday 4-30-24, definitely spoiled and starting to rot.
  
  Copy of documentation is included.

  

  Business Response

  Date: 05/20/2024

  The consumer has requested a charge back with the credit card company as I had suggested in my notes previously submitted.  The consumer will get a decision from *****

  ****

  MagicKitchen.com