Soulara

Worst customer service. My order was meant to arrive on Friday. It never did. I tried contacting customer service. No one ever answered. Finally got an email saying it would arrive now on Monday. Monday came and went. Never arrived. Tried calling multiple times. Left messages. Didn’t hear anything from them once again. Not good enough. I won’t be purchasing ever again. Worst customer service I’ve experienced. Show details

Horrible cheap quality and most products from over seas not even made with Australian local ingredients a 100 percent but washed down and mixed with sugar and numbers too along with cheap filler like wheat too. Worse vegan frozen meals I've ever had so dry and grose!!! When I reached out to company they attempted to manipulate lie and gaslight me… Read more

too!!! Disgusting experience with people and food you make looks chain food take away food look A class even frozen food at local supermarkets like 5 stars compared to your awful food!!!!

I have been a long term customer of Soulara, I get 20 meals a week. Lately there has been a huge breakdown in communication. They would change my order with no notification. Then twice in the last month they have changed the date of my order by almost a week with no notification. Both times it has only come to my attention when my meals did not… Read more

arrive, once I contacted them they have told me it is an issue they are already aware of. The last one was the week between Xmas and new year making it hard to shop for food last minute.

I understand that things go wrong or dates have to change due to holidays. What I don’t understand is the lack of communication. All it would take would be a bulk email or text. It’s extremely frustrating to only find out that all your food for the week is not coming after you are expecting it. Had I been notified in advance or as soon as they are aware of I issue I would not care at all. But both times it was only after I contacted customer service that I was told of the delay.

For now I will stay a customer as there are not many options for vegetarians, but if customer service doesn’t improve I will have to look elsewhere

Absolutely fantastic customer service from Eden. I received a reply to my email almost immediately and my issue was resolved without hesitation. Thankyou so much

Budget-friendly with food quality/freshness is very good – Originally I had placed a bad review for Soulara as they had processed a large payment without delivering the good and hence I was upset by that. Their communication and complaint/resolution email channel and phone complaints line is not great. But since then and thank goodness CommBank refunded that amount - I have since returned to ordering… Read more

their food only because it is the best on the market in regard to value for money.

I order their packs to solely to take into work as it saves money and for convenience.

Their meals are tasty and fresh and lots of variety. Great for those wanting to limit their calorie intake and loose weight.

Be mindful and that it does have an auto ordering feature which you will have to turn off or pause if you end up going away or end up having too many meals frozen and want to pause the ordering.

Overall, apart from them improving their customer relations - I can’t fault their product, delivery and comms around giving you updates when the delivery would arrive.

So time convenient! – My meals were on time & I genuinely loved all of the meals/drinks/snacks I received! It was super easy & so time convenient. I had a positive experience with Soulara! Show details

If you value customer service DO NOT ORDER FROM SOULARA. I used to use them 2-3 years ago but got sick of them stuffing up my orders. I thought I would give them another go this year… BIG MISTAKE. I asked FIVE TIMES over FIVE weeks for my charge date to be changed from a Tuesday to a Wednesday. Each time the customer service rep ([Name Removed],… Read more

[Name Removed] & [Name Removed]) said they changed it and the following week it would be processed on a Tuesday again.

If it was not possible to change the charge date… just tell the customer! Honesty is the best policy and I would have much preferred it instead of being stuffed around for weeks.

The food is okay and convenience is great (when they come on time) but the customer service is abysmal and truly embarrassing.

I have moved over to IKU plant based delivery as they seem to have a better track record for customer service and the food actually looks better.

Meals did not arrive when supposed to. When contacted admin, they gaslighted me into thinking I had selected them to arrive a week later. However, I have an screenshot of the date I selected. They also don’t copy the delivery date in your email confirmation, probably also to gaslight you when they don’t arrive when supposed to. The meals ended up… Read more

arriving but even on the day, the delivery time frame was shifted by a few hours which was another inconvenience. It is a real shame because the meals are actually very tasty and nutritious and if the logistics of the meal delivery were better, I would order again. The food is actually good.

Pretty shocking that a “vegan” brand cooks all meals in the same kitchen, using the same cookware as meat dishes. That’s not vegan - it’s just marketing spin and a cash grab. There’ve even been slip-ups sent out meat meals by accident. Most of the glowing reviews are paid promos or influencers freebies, the genuine ones get buried (look for the one stars). Sloppy food, shadier ethics. If you care what’s on your plate, steer clear.

Absolute vile to eat – Only 2 out of the 20 meals I ordered were nice. The reat went into the bin! Even the dog wouldn't eat them and she eats everything ! I thought I'd order as I'm time poor because In caring for my terninally ill partner and it would be just heat and eat. Back to making meals from scratch and hoping I find time over the weekend to make a batch of meals up to eat. At leasty cooking is a damn sight better than whoeverakea these soulara meals.. foul! Show details

Waste of $150 - delivery times don't work for busy people – Ordered $150 order to try save on cooking time this week. Was told it gets delivered on Tuesday but no delivery times given. I placed the order and emailed Soulara asking what time it gets delivered because no one would be home between 7am and 6pm. Soulara responded saying that deliveries only happen between 7am and 5pm (hey Soulara take a note… Read more

out of Hello Fresh's books who do deliver early for working people, if we are at home all day waiting for your deliveries we won't be able to afford your food or need your service!!). Anyway I then emailed Soulara AGAIN asking if we could move the delivery since no one would be home as per my very first enquiry to which they responded it was not possible (however if they had proactively tried to help the customer noting the issue from my first enquiry they may have been able to move the delivery.

END RESULT - FOOD STOOD IN SUN FOR HOURS AND I THREW AWAY $150 OF FOOD AND CANCELLING MY SOULARA SUBSCRIPTION. TERRIBLE CUSTOMER SERVICE, TERRIBLE DELIVERY TIMES. GOOD LUCK

Soulara will rip you off – I recently placed an order with Soulara for their delivery mail service and was charged for two orders to be delivered in the same week, despite only placing one order. When I found out this happened, I contacted customer service immediately asking for cancellation of the duplicate charge and any corresponding delivery. I was informed that they… Read more

could not do this, because they are a subscription service.

I acknowledged subscriptions have recurring charges, but said the typical subscriptuon cycle has the next order delivered the following week (not the same week). My frustration was acknowledged, but they were 'unable' to offer a solution.

I am currently off work due recovering from surgery. Soulara was meant to make my recovery easier, not harder. Being charged approx $300 for 2 weeks of food that I have no means of storing or getting through is an extremely stressful situation for me that I can't afford.

I would advise potential customers to be cautious when using this service.

Avoid, will never purchase again – We thought we would snag some meals with a good Black Friday discount not realising you automatically get subscribed to recurring orders without it being overly clear. First of all the meals were delivered and left out in the sun, even though I emailed days prior and provided a gate access code to our complex. When I received a second order… Read more

confirm email I immediately tried to contact soulara to rectify and cancel the order and subscription. I emailed numerous times as well as called twice, the phone service goes to an answering machine, No response, 5 days and still waiting. Will never use again or recommend this service to anyone.

Huge disappointment – I wanted to cancel subscription immediately but was unable to, so paid and took receipt of first order. Meals were a huge disappointment. ALL meals are DRY, no sauce on curries or pastas as you may expect. Curries are BLAND, and nothing even close to expectations of comparable meals you can pick up for a few dollars at the local supermarket. What a let down! I would like to request a refund but it seems that would be futile.

the worst website functionalities and customer service – I had a frustrating experience with this company. I cancelled my order within hours of placing it because the advertised delivery date was Friday, but the confirmation email stated Monday, which didn't work for me. I reached out to customer service, but it took over five days for them to respond. Despite receiving a cancellation email, the food… Read more

was still delivered, and I was charged for the order. Very disappointed with the lack of communication and poor customer service.

10 emails, countless voicemails… – Delivery never arrived. After sending 10 email, left 6 voicemails- never heard back or received any communication regarding this. Asked for a refund and it was crickets…. Used to use soulara few years back and they were great, not sure why they have dropped the ball so badly and reading all these reviews, makes me sad that they have become a scam.

Scam/not reliable not good – Absolutely horrible experience. After the subscription of 153$ pw they have been charging me without sending the food , don't even check if food was arrived just continue to charge me.. when asked for refound only automatic email reply or some kinda of puppets call centre.. trying to call them always a voice mail.. this company os a joke/scam .. Show details

Unreliable delivery service and unhelpful support so far – My partner and I ordered Soulara just 3 or 4 weeks ago and the first few went without problems. Two weeks ago a payment came out a day late (due to not having the money in the account which I fixed the next day) but that one late payment supposedly resulted in receiving our box not the coming weekend but the one after. Initially I thought ok… Read more

that's fine my bad I didn't pay on time but the box has still not arrived on the weekend it should have (it should have arrived yesterday or today) AND they have charged us again this week yet we're already a box down. So we have currently paid twice and have not been helped despite calling and sending messages/emails.

*Edit My partner contacted them via Instagram message and they were responsive and helpful and quite quickly issued a refund and gave clarity as to what was going on. Despite it not being a proper support channel like the recommended email and phoneline they do seem to be sorting it now. Still very frustrating that it was solved through what initially started as a joke message he sent asking why their recent reviews were all 1 star citing bad delivery.

Delivery not when requested – I requested this to be delivered on Wednesday when our work was open and it has been delivered on Sunday again now I have to go to work and pick it up. The system online use to be easy now they have upgraded systems it’s terrible. Show details

I feel like I’ve been scammed – I placed an order for 15 meals with this company. Their system gave me two delivery dates to choose from: Saturday Oct 19, or Monday, Oct 21. I selected Saturday delivery and placed the order. However, when I checked my account, there was a delivery scheduled for Monday Oct 14 which doesn’t work for me. The date had been changed without me being… Read more

notified about it.

I emailed Soulara and they replied saying, “This automatic scheduling can sometimes be misaligned with available slots due to system updates,” and stating they couldn’t modify the delivery date—even though I placed the order maybe 20-30 minutes earlier.

I requested a refund if they couldn’t deliver on selected date, but now they’ve completely ghosted me. No replies to my emails or messages on Instagra and no refund has been actioned so far.

I’m not sure if what they’re doing is illegal, but I’ll be looking into Australian Consumer Law and contacting the ACCC for compensation.

Great food, but appalling recent delivery experience – Was very good, healthy, and great tasting food, but recent delivery experience has been absolutely appalling. I have used Soulara a few times this year without issue. Recently, however, a delivery box did not turn up. Contacting customer service was near impossible. It appears to have been outsourced to an overseas contact agency. No one knew what… Read more

was going on with my delivery, and days later after constant follow ups by me, they conceded that their delivery company had stuffed up. If you want to keep loyal customers, you must change your delivery company. I am too scared to order again.

Unusable & unreliable, despite great food – I have used Soulara many times over the years - their food is fantastic BUT I won't use them anymore because this year (?) they changed their online platform and it's now incredibly unreliable and has very poor customer service. Their service is basically unusable and causes a lot of unnecessary stress. The last 3 times I've ordered ($200 worth… Read more

each time) there has been a different issue each time - didn't deliver on my chosen date with no warning or notice of the date change which left me without food, a box came when I had postponed it and charged me for it (which they gave me store credit), my order glitched and though it was accepted it never went through on their end so it never came despite me immediately emailing them to confirm there were no issues (took them 5 days to reply). I still have store credit which I don't know what to do with as it's just not worth the trouble at this point.

Terrible customer service – We ordered soulara and requested a delivery for Sunday as that's the start of the week and they said that our order is being sent on a Thursday.. not sure what the point of this company is if they don't listen to customers. No way to email or call them, automated messages only. Dumb company. Show details

Not a Trustworthy Service – I was a returning customer, and they sent me a voucher to return to their service. Once I paid, my box was not delivered, and the order status was not updated online. This was disappointing and I'd organised my groceries accordingly. They didn't get in touch to let me know of any issues, and after I emailed them they said they'll look into it, but… Read more

never followed up. 10 days after my order was placed I emailed again, and was told my order had been cancelled because my address was incorrect. They sent a screenshot, and my address was correct. This is bizarre and not a valid reason to cancel an order.