Soulara — Restaurant in Sydney

Firstly I’m vegan and I love that these guys are 100% plant based. The meals are delicious and good value though I do have an intolerance to capsicum so I have to take that out wherever possible. They could add new things to the menu a little bit more frequently and I noticed they removed a few things however I am aware of the fact that due to Covid there have been some supply issues so I’m flexible. I’ve been with Soulara a few months now. I do have one issue and I have addressed it with them directly a few times now and it’s to do with the delivery service. The boxes that contain my 7 meals for the week are always slightly damaged because the Courier is not careful. I stopped providing feedback but it is annoying. The boxes themselves could be a little bit more sturdy and the feedback has been taken on. A few times I have noticed that some of the meal boxes themselves are slightly damaged but I’m still able to enjoy the meals. In a few instances I have been credited. Unfortunately this week the box was not even sealed properly so I know that that’s an issue before it got to the Courier and 2 meals were damaged. I can probably still eat them but for the amount I’m paying for a week that’s not okay. They haven’t been very good at getting back to me and I’ve had to chase it up once already. I already supplied photos and details and I’m still waiting for a resolution. If they had actually sealed the box properly the meals would not have gotten damaged! So that’s why I only gave them 3 stars because they’re good but not very good or excellent because of the couriers and now because of how poorly this weeks delivery was packaged. Other people might not be as understanding and I definitely think that they need to be more careful with the courier maybe they should put stickers on the box saying fragile contains males like Chefgood does!

Update: Also had issues with the KITCHEN staff not sealing the delivery box correctly two weeks in ago! This has been resolved by customer service. Google or Soulara are not allowing further comments to the reply below so I’ll email.

Update March 2023. I have been with these guys for a long time now and they have changed couriers, they have addressed issues in the kitchen and they are quick to respond and credit when there are issues. They have improved and things went pretty smoothly most of the time! I have changed my review...

We have ordered from Soulara for around a year now and the meals were sometimes hit and miss - but more often than not, tasty and fresh. However the last month or so of deliveries, the meals have been both incorrect and inedible. The deliveries have been riddled with a plethora of problems including supplying us with the incorrect size of meals, incorrect meals that were not what we ordered, missing meals and juices and the most concerning issue of all is many of the meals are going off, well before their used by date rendering them inedible. The packaging of the meals has been rapidly expanding in the fridge and when we opened the packaging the meals had a foul smell. Last week we received our 21 meals, very late in the afternoon, and the meals were no longer fresh. I collected the meals from our door step no longer than 2 minutes of them being delivered. The ice had completely melted and the meals were luke warm, which is extremely concerning as it leads us to believe the meals are not being transported in a refrigerated vehicle. This would explain why so many of them have been going off before their use by date. I am always home to receive the deliveries and refrigerate the meals straight away - this is not a customer problem, this is a supply problem. I have emailed Soulara numerous times with no response. $230 wasted - which does not include the cost of the groceries we had to purchase for the week to cover the Soulara meals that cannot be eaten. I can see that Soulara have offered other customers they have let down a credit - We do not want a credit, we want a refund as Soulara cannot be trusted to provide edible and safe to eat meals. I have also been unable to log into my account for well over a week whilst they have been “upgrading” their website. Their website says there is no account associated with my email address however I did magically receive a confirmation email confirming that my next round of meals were confirmed for delivery to the email address that supposedly doesn’t exist in their system. The only response I have received is from the chatbot and an email from Soulara asking me to rate their service. Soulara is yet to respond to my emails outlining the inedible and unsafe to eat meals we received last week. To say we are furious is an...

I try not to leave negative reviews; the only time I do is when I feel that it's important information for disabled people. I am an NDIS participant and have been trying to use Soulara for premade meals and have found the service to be extremely inaccessible. The support via email is incredibly frustrating and they don't answer their phone or call back if you leave a voicemail. I would not recommend engaging with this service for NDIS.

I signed up on the website by clicking the offer to get $30 off the first 8 weeks, but the offer didn't correctly apply and I was charged full price. I emailed support and got an immediate automatic reply which said "sincerest apologies for the delayed reply" and continued with troubleshooting steps that had nothing to do with my request. I replied and asked that someone read my email properly and reply, and when I received a reply from an actual person and not a bot they still didn't read my email properly, citing something about transferring from my "old account" to a "new account". After 4 emails back and forth explaining that I don't have an old account and I am a new customer, I finally got them to apply the $30 off deal to apply to my next 8 orders. However, the website is now saying that there is a problem with my account, that they aren't able to process my second order and that I need to contact support via email again. I emailed and again got the exact same automatic reply with "apologies for the delay" and troubleshooting steps unrelated to my enquiry. I emailed back again asking that someone actually read and respond to my enquiry in time to sort my order out for next week but have not received a response. I tried calling twice yesterday, the service goes straight to voicemail and no one has gotten back to me, and I've now missed the cut off for the order to be processed in time for next week's delivery.

Appalling customer service that is incredibly inaccessible to navigate for...