Ka'Chava Arvostelua 

Complicated cancellation policy - terrible product that would not cancel despite completing the process online - DO NOT BUY

Condescending customer service and manipulative practices!

I tried Ka’Chava based on the hype, and it’s been a frustrating ride from start to finish. The product doesn’t live up to the price—grainy, artificial-tasting, and not filling. But the bigger issue is how the company treats its customers.

I attempted to cancel an order that processed early in the morning. Their response? “Too late.” The item hadn’t even shipped yet. I received a templated email filled with insincere “apologies” and policy copy-paste—no real help, no accountability, no effort to listen.

Worse yet, their so-called reminder email was conveniently filtered to spam, the only Ka’Chava message that ever went there. And they hid behind that as a reason not to act. Condescending tone, rigid system, no resolution.

You’ll get better nutrition and better ethics elsewhere.

Terrible customer service!! I have been a subscriber for several years and have accumulated a large number of points due to not using them. So I've made a conscious effort to remember to add the points to my order for the $25.00 discount. I manually updated the flavors of my order and applied the discount to my most recent purchase. When the order shipped, I noticed that the discount wasn't applied. I called immediately after receiving the shipping email, only to realize I am not a longtime valued customer who has spent thousands of dollars, but just a nobody. I was told that once the order has shipped, there is nothing they can do, except offer me $25.00 off my next order. I said Wonderful, I will apply my points for $25, and you will add $25, that's $50.00, and that would be great! She said oh no, we cannot offer or combine discounts, and the maximum you can receive is $25.00 per order. I said, How is that resolving this issue? I already have so many points that I want to use up worth $25.00. This isn't a solution to my current issue of you not applying my discount to my current order. I escalated my issue and received an email from Margaret almost immediately, telling me the same thing. I was frustrated, so I said I was going to cancel my subscription today! In reality, I wanted one more order to take on my vacation, but she took care of that for me by logging onto my account and canceling it!!! That just seems wrong! Anyway, I guess I don't have to worry about this terrible company any longer. See the attached email she sent me.
And another thing, if I reactivate my subscription, are my points still there? Asking for a friend, I have no intention of reactivating!

Margaret (Ka'Chava (US))
May 16, 2025, 13:22 EDT

Hi Jill,
No problem at all! I just logged into your account and cancelled your subscription for you. You can reactivate this subscription when you are ready to order more by logging into your kachava.com account. Thanks so much for giving us a try!

Thank you so much for taking the time to reach out. We are sorry we were not able to meet your expectations. Your feedback is extremely important to us while we continue our quest to develop the healthiest, most nutrient-rich meal shakes in the world. I want to assure you that we read and review feedback from every customer and that we are committed to continuously make improvements to our products.

Please do not hesitate to reach out with any further comments or questions. Thanks again for getting in touch!

Kind regards,
Margaret H.

I got the notification of a shipment and contacted the company the same day to ask them to cancel the shipment and refund the charge. They said that they could not/would not. The only remedy I was given was to return the material at my expense to receive a refund. I was unhappy and asked for the account to be terminated. They complied.

When the item arrived, I looked for an address to return the bag. I couldn't find any address listed on their website, but I discovered a post suggesting that I contact them to obtain the return address. I submitted a request for the address through their website, but they have not responded. It seems like a straightforward email to reply to, but is it possible that they are deliberately delaying their response to let the 30-day return policy expire?

We love Ka’Chava! Have used them for a couple years now. They do the subscription but it’s very easy to change or skip months. They always send an email letting me know my subscription is about to go through, and if I’m not ready for more it’s simple to go on and select the date I want the next one to come. They also offer decent rewards so I often get $ off on my orders. Sad to see so many negative reviews when I’ve had nothing but positive experience!

This company should be ashamed of themselves. 6 months ago I decided not to continue receiving any future orders so I called their customer service department and told them to remove me from my subscriptions due to allergies. 6 months later they shipped and charged my card anyway. When I called and emailed them about the error they refused to refund me. Instead they said I can return the order at my expense and they will switch out the flavor or give me a store credit. Again I explained that won’t work for me due to my allergies. They said sorry but too bad. I’m now having my bank deal with them. They must be hurting for money because any legitimate company is going to refund you when you let them know the order should have never been sent because the subscription was canceled months ago due to allergies. Getting a store credit does me no good.

They make it impossible to cancel your subscription without contacting them. Absolute rip off. They told me they'd cancel my subscription and then waited two days until it shipped and then said "sorry it shipped, no refund". My address changed and it goes to the old address. So I didn't even get the bags I paid for.
Avoid these SCAMMERS at all cost.

I’ve been a Ka’Chava subscriber for almost five years. My family loves their vanilla powder. Recently we’ve decided to avoid any ingredients that come from a lab, and Ka’Chava contains “natural flavors” that they were unwilling to disclose anything about (because “proprietary information”).

So, twice, I’ve decided to postpone shipments of my subscription. It’s nice to have for travel and busy mornings, and I figured we could simply eat less of it than cut it out completely. Both of those times, I ran into the same problem: Even though I logged in and postponed delivery dates, my changes did not get reflected in their system. The orders stayed on track despite my changes.

The first time, I contacted customer service with a detailed explanation and screenshots to prove my case. I received an email back saying this was my fault for not going through the proper steps to change my delivery date. After repeating myself a few times, “Kharren” was finally able to postpone the order for me manually.

Last week, the same thing happened— I logged in and postponed the delivery, but didn’t receive an email confirming the change. I went back into my account and canceled the subscription completely. A day later I got confirmation that the order was shipping and I’d been charged for it. I am now in email conversations with “Nicole” who came back with the same blaming message that the mistake is on me and she’s not sure if she can alter anything now. My only option now is to put a stop payment on my bank.

I swear it didn’t used to be this bad, but I feel like I’m dealing with chat bots now. If not chat bots, then real human beings who are not allowed to communicate and respond to customers like real human beings— and that’s a serious company problem.

I do not recommend subscribing to this brand.

Passing for a very thigh situation at home, I realized that I have a subscription with them and when I tried to process a refund, I was surprised that they refund is not a refund but an exchange of flavors or store credit, that's all!! Be aware if for any reason you are not satisfied with the product only exchanges or credit store are allowed, you don't gonna have any cent back, shady way to make business...

Big subscription rip off! There is no way to cancel within your account. I just recieved 2 bags of their product that I did not order. Wish I had never dealt with them. BUYER BEWARE...it's a credit card hook that is really hard to get rid of. They will only offer a store credit for returns. I have no intention of dealing with them any further. So I am letting my credit card company do it. I had to dispute the charge. I am shipping their product back at my own expense. I still loose money. Wonder how many other seniors they have on the hook with no recourse. Deceitful.

Probably the worst experience and bout of vomiting and diarrhea I've ever experienced 2 times after using Ka'Chava. I almost had to go to the hospital. I tried it again to make sure it wasn't like a stomach flu or something. Nope, yet again tore me up in a way I've never felt before. Be careful using this. Something natural should never cause this. If I had a dime, I'd take this company to court for the abject suffering this caused me.

I have been buying Kachava for about a year and a half and they recently changed their formula. It doesn't taste as chocolatey and the consistency is different. I emailed the company to let them know I did not like their new formula and was basically told they took out some fruits and vegetables and added some fruits and vegetables. Definitely not an improvement. I went on their website to try to leave a review and because it was a one-star review they refused to allow me to leave a review. So the reviews you see are only from people that are willing to leave a good review. Very disappointed that they changed their formula. Probably for the best because this did give me an upset stomach every morning after I drank it.

They definitely changed the recipe along with the packaging at the end of 2024. The flavor is a downgrade (it is much more fake-y sweet with less cocoa-flavor) but what really is bothering me is how it doesn't mix in as well. I use a ninja single serve blender and I am having to scrape it off the sides of the cup every time I make one now, which wastes my time in the morning. Really disappointed in the new iteration Ka'Chava. Will be canceling my subscription.

Also have tried the chai which is basically undrinkable now with its sickly sweetness.  

Deceitful Practices of this companies WOW!
I AM THINKING ABOUT Opening my own Customer and Consumer protection practice to assist people with all of this Crook Companies. They are taking advantage of the "American Consumer". It is so wrong. I see the same thing with Ka'chava Their advertisements are everywhere".
I was going to try the chocolate bag, the price $59.99 I thought it was to expensive so I did not, then they sent me a coupon 30% off then now is $47. but they make you sign or checked marked for the month to month bag and YOU CAN'T REMOVE it at purchase on their website. So wrong. I contacted them I asked for phone call. they called me I explained: "I want to try your product but just one bag, if i like it i will buy more" THEY HANG UP ON ME. Crooks!
Think about this, if they spent that much money in advertisement, who is paying for that? YOU
You can buy a similar product or better at Costco.

Zero stars if I could. Ka'Chava’s customer service and policies are inconsistent and frustrating. I placed an order in June 2024 and adjusted my subscription to a 90-day delivery schedule. However, the system reverted to a 30-day cycle without my consent, resulting in an unauthorized shipment on Jan 7, 2025. When I asked why, customer service said I needed to manually readjust the subscription after every delivery—a practice no other subscription service I use requires.
When I requested a refund, I was told only store credit was available, citing unclear policy terms. Adding to the frustration, their team was unable to explain the lead content in the product. Their lack of transparency and support is unacceptable.
Ka'Chava is not accredited by the BBB, and their practices suggest why, maintaining an 'F' rating. Think twice before committing to this company. Simplify your service, Ka'Chava, and start valuing your customers.

WORST CUSTOMER SERVICE EVER!!!
I like the product, but the horrible customer service is making me not want to ever buy from them again.
They sent my order to the wrong address, I contacted them immediately with a reply that says “no worries, we got your message no need to message us again.”
And I didn’t hear back. So I did message again, 3x with no response. I called 2x and finally got someone on the phone who also unhelpful and said call UPS.
Wow! For the price of this stuff it needs to be easier and convenient to get help.
WASTE!

No refund policy? Crazy to tie my $ up on credit when I cannot physically have ingredients and it is an un opened bag I.want to return. The team stopped responding!!

The products taste great, but the customer service is horrible. I recently updated my subscription to immediately send me 6 bags of products. I received 3 boxes of 6 bags, and I was charged 3 times on my credit card. I called their customer service, and requested to allow me return 1 box which is 6 bags of products. I keep extra 6 bags just to reduce their burden on shipping it back. They insisted that I can only return 2 bags max. I am shocked to find out that they just don't care at all no matter what. What am I going to do with 18 bags of protein powder? I said that was their system error, and they refused to acknowledge it. I can't believe that Kachava has this kind of customer service manner. Just to shout out to let you all know my horrible experience.

I look forward to having my Ka’Chava everyday. I have been going through a series of health issues that have forced me to add multiple vitamins to my everyday diet. I’ve noticed that since I’ve started drinking Kachava I have been able to not only get rid of all of the different bottles and products I was using but also stop taking the medication to control the Edema that was forming throughout my body.Thanks to the honesty and quality of ingredients in Kachava I now have a craving for only healthy nutrient dense foods to fuel my body. What a blessing ;thanks Kachava!

I ordered 12 days ago. It has not shipped. They acknowledge the order has not left them, but refuse to refund my money.