Most dissatisfying customer experience of my life. My wife who is recovering from cancer surgery accidently ordered 3 x meal plans all to be delivered on the same day, she only needed one. Upon realising the error I called Kumari to cancel the remaining undelivered orders and requested a refund for the unused portion of my order.

The food that was delivered was bland, tasteless and ended up going into the bin. To make matters worse the food that was delivered was completely different to the menu and what you get it is completely overpriced. It was such a shame to waste so much food.

While trying to request to cancel the remaining part of the order, Kumari were difficult to get a hold of and conveniently ignored messages and emails so that it was "too late" to cancel the majority of the remaining order. Given my wife did make a genuine mistake in triple ordering I was happy to pay for what had been delivered and be issued a refund for the balance. To be clear we paid £516 in total and I was happy to only be refunded half of this amount. Instead I was offered a gift voucher which we clearly do not want as an "exception" to their unfriendly terms and conditions. I'm currently going through the dispute process with my bank and given the circumstances we are in and my wife's condition, Kumari are a completely heartless company. Deep down they don't really care..

"Dear Kurami,

My wife is currently undergoing cancer treatment and I believe she signed up to have some meals delivered from your company. The idea was to have some ready meals while she is recovering from some very intense surgery and take the pressure off as we also have a young family.

Yesterday she received 3 x orders on the starting on the same day. She has asked me to take care of the situation as last night she had a complete breakdown about the situation realising she has now spent £516 for 3 x the food which we do not need.

I can see 8065 and 8098 have been ordered to start on 11th August, 7999 does not have a start date when I click into the order details. Clearly she has made a mistake as she is not in the best frame of mind currently. She has now stopped the subscription and does not want any further food delivered for the week.

Can we please discuss the situation and organise a refund that is fair and reasonable?

Please call me on the below number to discuss.

Regards

David
"

No way to track parcels. Missing food item (drink). Customer service did not come back when I requested for tracking email. Food is average and so we are cancelling our subscription.

Update from customer added on 1st May- Kurami today updated their reply, more than 8 months later. Now the reply puts all blame on customer. This is such an old issue and after 8 months suddenly the reply has changed and somehow there is new conclusion from the company?!? Very strange.

I haven’t tried the food yet, but they have amazing customer service. A big shout to Nathan who writes back on his days off. He will answer your email any time of the day including Bank Holidays.

Absolutely delicious ! I would definitely recommend these tasty and flavourful products. Nutritious and presented perfectly !

Various flavours, comfort food, whilst being well-balanced for my nutritional needs. Restaurant quality meal delivered to your door.

I sampled the Nourish Now meals, which were convenient for my busy schedule without compromise on taste and nutrition. Will definitely be ordering more again and hope to try your London range soon, they look delicious 😋 overall very pleased- thanks Kurami!

I have ordered Kurami meal plans a few times and every time I am blown away with not only how delicious they are, but how my body feels after eating! I have struggled with my weight and eating habits since my teen years and Kurami has really helped me balance my life with their delicious meals, snacks and drinks!

Delicious food, amazing service. Am blown away by the variety and will continue to subscribe to this service to support my postpartum goals

I recently tried the nourish now meals from Kurami and they were delicious! After a week of travelling, they held up so well in the freezer and were the perfect meal to come home to!

I cannot recommend this service enough, tasty and great portion sizes. 10/10 for sure

Top quality meals. The variety is fantastic.

I have had a weekly subscription with Kurami for about 5 months. I have lost weight, feel great. For me the its has taken the pressure off deciding (and preparing) a healthy meal in the evenings. The food is great, and fresh. Also customer service has been very responsive.

I'm based in central London, have been using Kurami for 15 months, and absolutely love it! Excellent service, great food, and fresh deliveries. My colleague has just started using them too.

I get the boxes delivered to the office, and the deliveries 3 times each week are exactly the right balance of freshness vs overhead (other services deliver daily or weekly). The deliveries are also in the morning, and timed so that there will be staff in the office to accept the delivery (not too early or the night before, as with other services). The food is fresh, and the varying menu really makes mealtimes interesting.

You can't choose the food you get each week, they mix up the menu - which I actually think is a real benefit as you don't need to think about choosing what to eat. This service saves me time and headspace.

Over the 15 months there have only been a handful of occasions where there's been issues with delivery, which is a really great track record all things considered. Very reliable.

Compared with all the other companies I looked at that offer the same, these meals genuinely seem to be prepared with love and good taste.

Excellent meals and huge variety on offer. Also hoping to try the Nourish Now at some stage for when I am traveling. Overall fabulous and nourishing!

I have a weekly subscription with Kurami since a few months. I have lost weight, feel great and its taken sooo much pressure off deciding what to eat!
Special thanks to Nathan for always being quick and easy to deal with :)

Edit on Jul 5, 2024:
I genuinely hope they improve their service or go out of business so no one will experience what I've experienced. Such a small issue turned into a horrible and deeply personally upsetting experience - what an unexpected escalation!

As an outcome of my dispute with my credit card provider, I was not able to be refunded due to agreeing to Kurami's Terms of Service (rationale provided by HSBC):

"11.6. We shall not be liable for any non-delivery, even if it is our fault, unless you notify us by email by 23:59 on the due day. Any liability for non-delivery shall be limited to replacing the ordered products within a reasonable time or issuing a credit note to you for that day/the value of the order."

Ironically, I would not be able to know what to expect in the delivery as there were no notes in the box or email notifications sent to me. So complying with their requirement in the ToS is impossible.

They graciously offered £88 as a "goodwill" and do not accept fault. Sadly, this means nothing to me as the last thing I want is to engage with their service any further.

They have made resolving a small mistake into litigating our self-procliamed righteousness over the past 4 weeks. I feel gaslit into thinking that my experience was made up and not real, that I lied to them.

What a HORRIBLE experience, - from ordering the product to managing the dispute process for such a small issue - typically small mistakes like these are compensated by excellence in customer service, yet they've managed to make it so much worse.

Kurami's incompetence in customer service (from common sense to responsiveness) just makes competitor services such as Simmer, Frive, seem so much more professional, organized, and trustworthy.

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Thought I'd give them a try as their service a try, though they are significantly overpriced compared to other comparable services, as I'm recovering from surgery and nutrition is super important for me.

A few issues that justify my one star for them:
1. Did not provide the menu upfront, despite having signed up to their newsletter per their FAQ page. So I had no idea what I was getting.
2. After they take your money, no communication whatsoever about the delivery, delivery times, what is being delivered, reheating instructions, etc.
3. No advance noticed for the delivery, contrary to how most e-commerce site manage delivery notifications. Woke the entire house up at 7am on a Saturday.
4. Customer service only gives polite ineffective responses that clearly shows they have not read my message.
5. My second delivery had 4 items missing (a significant portion of my 4-day meal plan).
6. Attempted to contact their support team via Live Chat, leaving them a message via their website, emailing all their email addresses on the website, and reaching out to the CEO Camillia on LinkedIn. No resolution after 3 business days.

After reading the recent reviews, I am quite tempted to report credit card fraud on this business and call it a day as I don't want to deal with this issue for weeks (like the previous review's experience) as it's totally not worth it. A service that was supposed to save me time and hassle ended up costing me exactly that.

Lastly, worth mentioning that I didn't like their food and had to throw most of their items away. This is a personal take. In hindsight, I don't think their menu offers significantly differentiated nutritional value compared to services like Simmer, Lions Prep, etc which offers much better customer service satisfaction. When they're in the wrong, not only are they proactive about correcting themselves, they often offer discounts as a gesture of goodwill. On the other hand, with Kurami, I'm just getting ghosted and my issues are just brushed off by brief messages from their support team confirming that they've done everything correctly.

Food is ok when it arrives. Quite expensive for what it is. However, despite relatively responsive customer support, they have refused to fully refund what was primarily their mistake despite weeks of back and forth. This means they have effectively stolen £200+ from myself and my partner. This has completely eroded the trust in this company especially when alternatives such as Lions Prep and Fresh Fitness Food are cheaper and more reliable (and subjectively tastier).

Overall this is a good meal service for those who want to eat in this way.

The meals themselves are varied and very well presented. The ingredients are fresh and, as advertised, many different types of plants. I didn't feel hungry after the meals, and I felt very good with steady energy after a few days using the service. However, it is a certain way of eating, its not for everyone.

The delivery was on time and the drivers were very pleasant.

For the food and drivers, I would have given 4 or 5 stars. But I am giving 3 stars only because of my very poor customer service experience when starting the program -- my first day of meals did not arrive on the day confirmed, and, when I reached out to customer service, they indicated only that I had missed an unannounced deadline by a few minutes for delivery that day when I signed up (even though the orders were paid for and confirmed for that day). Instead of allowing me to cancel, customer service took no responsibility for the issue and only allowed me to reschedule (albeit with an extra free day). I understand companies' cash flow needs, but in this case Kurami needs to revisit their policies to have a more customer-centric approach, as well as fix the glitch in their ordering system -- as I can see from other reviews that I was not the only person to have this problem.

Ordered a 2 days menu, the food arrived late and half of it is practically not eatable. The meals just have no taste, yes they have healthy ingredients but that's not enough to charge 80+ pounds for a 2 days meal set. Very disappointed, ended up having a bloated stomach after a salad with tofu and had to throw away the second day food to the bin.

Some of it tasted great and definitely felt healthy but already day one salad felt a bit old by day 1 so then day 2 salad felt quite old.

The beetroot pitta bread was soggy. At least put it on top and separate..

Is it worth it, would I do it again? not sure…

Loving the variety of foods I’m given each day. Especially enjoying the vegetarian meals even though I eat meat. Delicious!