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2.5 stars: Poor

2.7

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1 star: Bad

The delivery crew is terrible

The delivery crew is terrible. I live in an apartment & they just leave my food in the lobby downstairs. Once they left it at my front door, but after that it’s been a big problem . 3 emails to customer service did not help. My new Monday morning job is contacting sunbasket about the problem. Axlehire is very poor service. Too bad we like the food but too much trouble. Will now cancel this service. I was recommending this to friends but now I will tell them of all the problems.

Reply from Sunbasket
Hi handhorseman, we are so sorry to hear about your delivery feedback. We'd like to have the chance to assist you and look at all possible delivery options. We sent you a request via Trustpilot and hope to hear back from you soon.
1 star: Bad

Crappy company

These people are crappy. They are lazy and disgusting. DON'T DO IT!

Reply from Sunbasket
Hello Fina, we'd love to connect with you regarding your review. We sent you a request via Trustpilot and hope to hear back from you soon.
1 star: Bad

The worst company!

The worst company!!

I normally try to give any business a chance. I was choosing gluten free meals. But I would say the majority, perhaps 80-85%, of the gluten free meals were NOT good after a long year of trying to be open-minded.

The FINAL straw was when I chose to have nothing sent to us for the following week. I normally have been ordering two sacks a week, but I was sick with COVID and couldn't even fix the sacks in my refrig. So what do they do? IGNORE that I wanted nothing on one particular week, and they send me THREE FREAKING MEALS that I did NOT choose and have to pay for. A-holes,

And when I call to learn how to cancel, she starts drilling me as to why I want to cancel. I calmly say simply that "I want to cancel", knowing I would leave a review and not have to deal with their manipulations. She then says she will put me on "inactive status". REALLY?? I said I DO NOT WANT TO BE ON INACTIVE STATUS. I want to be DONE. Only then am I cancelled from Sunbasket.

Reply from Sunbasket
Hi NA, we're sorry to hear about your experience and would like to have the chance to look at your account and assist you with your request. We sent you a request via Trustpilot and hope to hear back from you.
1 star: Bad

Messed up Delivery and No Refund.... Incredibly Disappointed.

I wanted to try out Sunbasket's ready made meals as I am very busy. Upon creating an account, I was unable to enter in the correct delivery address, so I requested customer support email me to get the correct delivery address. This was a week before the delivery was scheduled, mind you. Fast forward 1 week later and it turns out the delivery address was never updated. Apparently the customer support agent emailed me at the account linked to my paypal and not to the email address listed on the account, therefore, a delivery address for an old sunbasket account of mine was updated instead of the information for the current account.

I attempted to contact customer support to either get a refund or have the perishables rerouted and was told that I can only get a partial refund OR that I need to call the delivery company to have my package rerouted. I literally wasted my entire morning making phone calls because OnTrac (the delivery carrier) told me that recipients have no authority to reroute the package and that it must be Sunbasket themselves! I give this information to the sunbasket team (i've literally spoken to 4 different customer service representatives at this point) and they told me that OnTrac can't reroute my delivery because it's already in transit! All Sunbasket could offer me was A CREDIT to my account not a REFUND which is what I wanted. I personally don't want to order from this company ever again.

I am so beyond frustrated. I've spend hours on the phone all morning and still will not get the food that I ordered. Unbelievably disappointed and will not recommend this company to any one.

Reply from Sunbasket
Hi Sab, thank you for sharing your review and we're terribly sorry to read your feedback as this is not the experience we intend for any of our customers. We want to look into your concerns and make it right. We also sent you a request via Truspilot and hope to hear back from you soon.
1 star: Bad

COMPLETE DISAPPOINTMENT! AVOID AT ALL COSTS!

Absolute horrible ripoff.

Constantly Missing items, sending rotten meat, late deliveries, wasteful packaging, and worst of all...you follow the recipes to the letter and the majority of them are BLAND, TASTELESS, flavors clash and are just 'off.' (And that is IF there is any flavor at all to begin with! Highly recommend trying a different service or just get yourself an Instant pot and a recipe book and make your life easier with healthier meals that TASTE GOOD!

Reply from Sunbasket
HIi Truth Be Told, we're so sorry to hear you did not enjoy the service and the recipes Chef Justine prepared. We will be sure to share your feedback with the team and also sent you a direct message via Trustpilot. We look forward to hearing back from you.
4 stars: Great

It’s a reasonably good service

It’s a reasonably good service. We are using it at the moment because my wife is extremely immunocompromised, and trips out (for either of us) are very risky and we try to mitigate such excursions as much as possible. I am a chef, and cook meals similar to the ones offered by Sunbasket when not using their service.

That said, whoever writes up their cooking directions needs to spend more time in a kitchen. They don’t know how to cook many items. For example, the instructions included with our Sunbasket meal last night stated that the “sweet potatoes need to be peeled, cut down the middle, and boiled for 8-10 minutes”... I cracked up. There was NO WAY these potatoes would be done in 20 minutes, much less 8-10. Seriously... glad I know how to cook a ‘tater. This is just one example... we’ve been using the service for 4 weeks now, and I’ve seen “bad instructions” two other times. The instructions for the main course have been consistently good though. Seems to be the side dishes that they get crossed up occasionally.

The ingredients have so far been of high quality and all the meals are complete and very tasty. Portions are adequate. Their shipping is great and their packing adequate. Sunbasket communicates with the customer well too! But you can’t just assume that their instructions are accurate, which could be a problem for anyone that’s not a chef already.

4 of 5 stars, FWIW. I’d give them 5 if their instructions were consistently accurate. The only shipping issues we have had have been related to blizzards, and not SB’s fault at all.

Reply from Sunbasket
Hi Matt, thank you for sharing your review and we're glad to hear we are able to assist you and your wife enjoy healthy and delicious meals. We'll be sure to share your recipe instruction feedback with our team. We sent you a direct message via Trustpilot and we hope to hear back from you!
5 stars: Excellent

Making a difference

After trying Hellofresh, Blue Apron and Hungry Roots for years, I tried Sunbasket. And I have to write - I love it. The price is a little higher but you can tell with how much love each meal is prepared and selected. It’s like someone knows your time is precious, still you don’t want to compromise on healthy, tasty food. The garlic is peeled already. And each week a little surprise is in your package and that for free. If I have to find a anything to do better, it’s to improve the quality of the potatoes. Outstanding job, Sunbasket Team. You convinced me!

Reply from Sunbasket
Hi Sandra, thank you for your 5-star review and we're happy to hear you are enjoying the service. Thank you for choosing us and letting us be a part of your dining experience. We'll be sure to share your feedback on the quality of the potato received. We sent you a message via Trustpilot and hope to hear back from you!
1 star: Bad

Very disappointed lately....

In the beginning of our at least two year subscription Sun Basket was excellent. Slowly the excellence declined! This past year and I can blame a small amount on Covid it has been terrible! Yes I have received small credits towards future meals but that’s not the fact. The fact is the forgetting of ingredients or our meals not getting here till mid week. We plan our M-Th meals on the Sunday before the week so it’s unacceptable that our meals have been arriving on Wednesdays or whenever they decide to get here (delivery is supposed to be Monday of each week). We usually eat out on the weekends so by the time the second meal from SB is cooked the ingredients aren’t very fresh.

Reply from Sunbasket
Hi Wynter, we're very sorry to hear about your recent experience with the service, but we appreciate you taking time to provide some feedback. If we might be able to take a closer look and forward this to our team, we have sent you a direct message. We hope to hear from you soon.
1 star: Bad

TERRIBLE delivery service in LA area

Hey, Sun Basket, stop using "Axelhire" for your delivery in Southern California. You claim to be ethical then hire a company that severely underpays and exploits their workers. I literally don't care how cheap they are, you are losing customers because the Axelhire service is TERRIBLE, and why wouldn't it be? It's no wonder the workers don't care about properly delivering things considering they're paid dust. I had them leave my Sun Basket in the sun on the wrong side of my house on a busy street directly under a sign that said "no deliveries here" with clear instructions on how to properly deliver. Your "fresh food" was spoiled because you're too cheap to hire a shipping company and are resorting to what's essentially a scam.

It's a shame, because otherwise I'd leave you 5 stars. The meals are great! But I'm about to cancel my subscription because you wanted to cut corners and hire Axelhire. I'm not the first one to do this and I won't be the last. I don't care how cheap they are, IT'S NOT WORTH LOSING CUSTOMERS.

Reply from Sunbasket
Hi Laura, we're very sorry to hear of your delivery experience but, we appreciate you reaching out to us and for your feedback. We'd like to forward this to our team so we've sent you a direct message. We hope to hear from you soon.
1 star: Bad

Not sustainable, Snarky customer service, Shady Business Practices

I got sunbasket as a gift and when I put my info in, it immediately charged me (without me noting what day I want my subscription to start, what kind of food I wanted, etc) and then sent me a package of food.

They sent me a ton of meat (I'm a vegetarian) and the meals were... sub par... like a toddler put them together. Their "master chef" really doesn't have any idea how food synergizes together. They kind of throw things together as a mishmash and the food is bland and badly put together as a meal.

There is an extreme amount of packaging. You don't need to put uncut scallions in a plastic bag. They claim that they are "sustainable", but when 10% of plastic garbage is recycled in the USA and my recycling company doesn't even take plastic bags, that's just a big fat lie. The sheer amount of packaging is cringy.

Their customer service is not friendly, they don't respond with helpful answers, and are super snarky. If I am a customer that is new, you would think they would be friendly in order to have customer retention.

They are shady because I tried to redeem an offer I found online $35 off plus four free gifts, but apparently if you use a gift card rather than a credit card, you can't use the offer. I'm sorry, but money is money.

Don't get this box.

Reply from Sunbasket
Hello Kiara, thank you for sharing your feedback. We're sorry to hear if there were some confusion with gift redemption and how the service works. We're also sorry to hear you did not enjoy the service.

As stated on our FAQ page, we always recommend manually selecting your recipes before our weekly cut-off time. If no recipe is selected, default meals based on your chosen meal plan will automatically be placed and submitted for delivery.
https://sunbasket.com/faq/

We appreciate your concern and wanting to minimize packaging and waste. We have also included recycling information on our website. https://sunbasket.com/recycle/

Regarding the promotion you saw online, we also state in our Gift Terms & Condition that gift cards cannot be combined with promotional coupons. The $35 promo can be used once a gift account converts to a regular subscription account. https://sunbasket.com/gift

We'd love to have the chance to review your interaction with our representative and we will send you a direct message to gather additional information. We look forward to hearing back from you.
5 stars: Excellent

I love SunBasket

I love SunBasket. I've been with them for years, after trying BlueApron, PurpleCarrot, HelloFresh. I'm a vegetarian, husband is GF, and I can always find things that we both like. Yes, sometimes delivery is late, & they always credit when that happens. People.... COVID IS HAPPENING. It's disrupting deliveries across this country! Perhaps consider the vegetarian options They're delicious and healthy! Sometimes they substitute some ingredients, but that's never bothered me... one type of tomato for another... no biggie. I appreciate the variety of recipes and the ease of preparation.

Reply from Sunbasket
Hi V Mac, thank you for sharing your feedback and we're so happy to read that you're enjoying the variety of recipes offered. We'd love to share your review with the team and have sent you a direct message via Trustpilot. We hope to hear back from you soon!
2 stars: Poor

Deliveries consistently late; so much food wasted!

Deliveries consistently late, causing insane amounts of food waste across the country.

Sun Basket has the best ingredients and my favorite recipes of the meal services I've tried. I was scared off after one delivery arrived too late to be edible and another was "damaged" and never delivered at all.

I decided to try SB again because I live in the boonies and can't get good seafood here. My delivery was supposed to be today, Dec. 10, and I just got notice from FedEx that it will instead be delivered FOUR days from now, on Dec. 14. The food will no longer be edible by then, but the worst part is the complete waste of food that Sun Basket's delivery problems are causing.

I see from other TrustPilot reviews that delivery problems are common with Sun Basket. I can't imagine how much total food (and packaging) has been thrown away so far because of its delivery problems. Such a bummer all around.

Reply from Sunbasket
Hi Cory, we're very sorry to hear of all your delivery experiences. So we may further look into your deliveries and also assist you, we've sent you a direct message. We hope to hear from you soon!
1 star: Bad

MIDNIGHT DELIVERY

Beyond awful experience. Sunbasket has changed in the past few years. I used it two years ago; it was great. They used to deliver the box mid-day by UPS. I stopped using it and decided to try it again during Covid. WHAT A MISTAKE. The box came in the middle of the night at 11:00 PM with NO doorbell ring or knock. We woke up and found the box on our doorstep. We looked at our video camera and OnTrack (low-end courier service) threw the box on the doorstep and walked away. Sunbasket does not have ANY HUMAN customer service anymore, so I had to spend an entire day trying to contact them. Finally, they said it wouldn't happen again. Next order, the SAME THING HAPPENED!!! The box was thrown (in mid-air) onto our doorstep, with no ring or knock, at 11:30 PM!!!!! Are you kidding me? We had to get out of bed and put groceries away at 11:30 PM. I contacted them again and this time no one responded to the issue, there was some auto-fill answer that just kept saying "you received your Sunbasket box". To be honest, at this point and after reading everyone else's similar issues, I don't even know how this company gets away with this. What a waste of time and money.

Reply from Sunbasket
Hi T.H., we're very sorry to hear that your deliveries arrived late and was not delivered with care. We'd like to forward this to our team so we may further look into this and assist you. We've sent you a direct message and we hope to hear from you soon!
2 stars: Poor

Decent Food, Horrible Service

Some of Sun Basket’s meals are great, but their consistency and customer service is abysmal. Ingredients constantly missing or spoiled, sometimes the wrong meals all together - and they will nickel and dime you rather than show any sort of hospitality (ie they will refund you the exact cost of the item rather than offer any sort of compensation for the trouble). We have been using Sun Basket for several years and will likely be switching to another meal kit service in the next few weeks.

Reply from Sunbasket
Hi B B, we're terribly sorry to hear about your experience and would like to have the chance to look into your concern and assist you. We sent you a direct message via Trustpilot and hope to hear back from you soon.
2 stars: Poor

Good luck planning meals

Good luck planning meals. I signed up for Tuesday deliveries and the package almost always comes on Wednesday around 8PM. I am planning to cancel after my next delivery.

Reply from Sunbasket
Hi Tara, we're terribly sorry to hear you're experiencing delivery concerns and would like to assist and look for options. Please check for a direct message from us on your Trustpilot Inbox, and we look forward to hearing back from you.
2 stars: Poor

Sun Basket is not there yet!

I wish I could give Sun Basket a favorable review because some of the meals are quite good. I also appreciate that the food is organic and there are GF options. However, in the few weeks I have been a customer, I have experienced the following: I ordered chicken as the protein for a Chinese inspired dish and instead got Pork strips for Stroganoff. I had to use my own chicken. Some named ingredients have been missing. A shrimp package was torn and leaked water over my clothes. The pork chops were so tough we threw them out. Delivery times are inconsistent so it’s hard to plan meals. In one case the tracking system said that the food arrived for ground delivery around 6:00 AM. I live 30 minutes away. When the food box had not arrived by 7:00 pm I contacted the frustrating Sun Basket bots. I finally got a chat person only to be told that the delivery window was between 8:00 and 9:00 pm. (Scrambled Egg Night!) The Sun Basket meal never arrived. I cannot recommend this service

Reply from Sunbasket
We're very sorry to hear that you received incorrect items and also of your delivery experiences. We understand that during these exceptional times our service is more important than ever and we're very sorry that for all that has happened. So we may further look into your deliveries and into the items you received, we have sent you a direct message. We hope to hear from you soon!
2 stars: Poor

Unfortunately right away I noticed…

Unfortunately right away I noticed proteins for 2 separate meals(2 servings each) were not included in my order. I attempted to contact Sun Basket, but a 'Bot' answered said no humans available and he didn't understand my inquiry no matter how I worded it. We ate the pasta w turkey bolognese sauce, it was bland and tasteless. 3 cups of cheap white Pasta w 3/4 cup of sauce Total.( I measured!)No fresh herbs no cheese of any kind. I can't even go over my order to see if the rest of ingredients are all there as since i cancelled my service I'm not allowed the option of seeing my previous order! Can't try the other meals when i didn't get meat ordered! This is a big waste of $$ in my opinion quality of TV dinners!

Reply from Sunbasket
Hi Di, we're very sorry to hear that you were missing proteins from your delivery. This is not the experience we want our customer's to receive. Although an account is closed, all our recipes are available on our site and includes the list of ingredients/nutritional information. So we may further assist you, we've sent you a direct message. We hope to hear from you soon.
2 stars: Poor

Missing meals and proteins every time

The food is delicious, IF you receive it. I have been pushing through with sunbasket for months and I can’t even tell you how many times they’ve forgotten an entire meal or protein (or multiple of each) in my order. All they will do is refund you for what they forgot and NEVER give you anything for the trouble. I asked them to put a note on my account for the packers because of how many times they’ve messed my order up and it CONTINUES to happen I’m tired of this completely unreliable service and their refusal to make things right.


Update: someone on the phone gave me a credit additionally to the missing items which is very rare, but SunBasket on Trustpilot failed to respond after the initial response “asking me for more info” which I gave them, and also failed to address why my basket every week is missing an ingredient or multiple, or an entire meal, and on TOP of that, this week one of my meals had ALL expired ingredients in it, which clearly means I could not make that meal. There truly is something wrong every time. When a customer is as loyal as we’ve been after a truly COUNTLESS number of mess ups, we should be compensated properly for all of the inconveniences. I suggest you guys use Hello Fresh.

Reply from Sunbasket
Hi Gina Marie, we are terribly sorry to hear this feedback as this is not the experience we want you to have. We'd like to have the chance to look into your concern and assist you. We sent you a message via Trustpilot and looking forward to hearing back from you.
1 star: Bad

Food was spoiled and refund refused

Food was spoiled and refund refused. I bought my brother a gift certificate to provide some relief being underemployed during this pandemic. He got food poisoning from the first delivery and had to miss work, when money is already tight. The second delivery had smelly, rancid meat so had to be completely thrown away. We both spoke with Sun Basket several times through their terrible customer support system. The most Sun Basket would do is give us a $10 credit for our “next” order. I paid $200 for mostly inedible food and won’t ever have a “next order”. I personally tried the service at the same time and had to throw out some grapes that came with a salad because the grapes were moldy on day 3 of that week’s meals. Their food isn’t safe and neither is your money. Do not use this service!

Reply from Sunbasket
Hi Bchris, we're very sorry to hear that the food you and your brother received were not fresh and were not able to be enjoyed. We'd like to further look into this and have sent you a direct message so we may do so. We hope to hear from you soon.
5 stars: Excellent

Absolutely love Sunbasket

Absolutely love Sunbasket. I love eating organic and their chickens which is humane certified. It is great that they work with a nutritionist to ensure balanced meals. They have converted me from a junk food junkie to a healthy eater...my blood tests show the results. A big plus is you get to chose your protein. Customer service has always been great. Highly recommend!

Reply from Sunbasket
Hi Gwynspekes, we're so thrilled to read your review! Food as medicine is our matra and reading that we're a part of your path to healthy eating just makes us happy. We'd love to share your review with our team, Gwynspekes, ad have sent you a direct message via Trustpilot. We look forward to hearing back from you!