Enter calorie intake: why My Food customers were left without food
The ready-to-eat food delivery services Level Kitchen and My Food have stopped delivering orders since the beginning of 2026, including through subscriptions in Moscow and St. Petersburg. Companies do not respond to customer complaints, and people write negative comments on their social networks. Companies justify themselves by disruptions in logistics and snowfall. At the same time, according to the agreement, they must notify the client, agree on new dates, and award bonuses at their discretion. According to lawyers interviewed by Izvestia, buyers should apply to the prosecutor's office, and they can also try to collect a penalty from them for disrupted orders.
Who hasn't received their orders
In early January, customers of two ready-to-eat food delivery services, Level Kitchen and My Food, from Moscow and St. Petersburg stopped receiving their orders. On the appointed day, usually in the morning, people receive their breakfasts, lunches and dinners. Organizations prepare all the dishes themselves, taking into account the calorie intake, and such services are usually used by those who monitor their weight.
After stopping receiving orders, people started contacting the company, but they could not receive prompt responses from the support services. Throughout the New Year holidays, the affected customers left hundreds of angry comments on the social networks of Level Kitchen and My Food companies.
Anna Ivanova, a Muscovite, told Izvestia that she ordered through the Level Kitchen delivery service on January 8.
— The manager called me this morning and offered to place an order. I had been using their services for years, so the call was routine. They often reminded me of themselves if the break in orders was long. Nothing bothered me at all," Anna explained.
The woman ordered a 12-day nutrition program worth more than 15,000 rubles.
— I used the link to pay online. I was supposed to start receiving meals on January 12th, I was waiting for the courier, but I still haven't received anything, there is no communication with the company," she said.
Another victim, Lalita Babochkina, ordered a monthly nutrition program from the same company for 28.5 thousand rubles.
— The first delivery was supposed to be yesterday, but nothing arrived. It was not possible to reach them immediately. When I did manage to get in touch, I was told that the order was from the courier, he should deliver it soon. After a few hours of waiting, I realized that I couldn't wait," the woman told Izvestia.
Lalita did not give up trying to reach the company. At some point, they answered her and promised to refund the money.
Alexander Sarantsev, a regular customer of MyFood from Korolev, also did not receive his order.
— As usual, I chose a delivery program for a month for almost 35 thousand rubles, paid with a card. There were no indications in the application of delays in delivery or possible problems with future deliveries," he said.
The man stressed in a conversation with Izvestia that he could not contact the company.
"They don't pick up the phone, there are no answers in the chat in the app, even the bot is not responding," he said.
Delivery services in their official channels refer to problems with the courier service and state that their operators are working "at their limit, there are more requests than usual," so responses come more slowly. On January 9, My Food posted a post on its Telegram channel page in which they notified their customers that they had "turned on the hard mod mode," also justifying logistical disruptions and snowfall.
The Izvestia correspondent tried to call the companies himself, but the phone was picked up only in the food ordering departments. At My Food's legal address in St. Petersburg, a company representative told Izvestia that everything was working normally.
"It's all right. There were some postponements, the normal mode, and that's it. The postponements are related to the delivery due to the weather situation," she said.
What is known about the companies
Both companies — Level Kitchen and My Food — are part of the Cyprus holding company Pflk Group.
Level MSK LLC has been operating on the market since 2018, and Moya Eda LLC was founded on April 29, 2019. The management of the companies is carried out through the organization of LLC "Verde". In 2024, the revenue of Level MSK LLC amounted to 3.21 billion rubles, which is 2% higher than in 2023.
In 2025, more than 50 lawsuits were filed against the company for various amounts, mainly for debt collection under supply contracts. The revenue of Moya Eda LLC in 2024 amounted to 1.3 billion rubles, an increase of 10.7% compared to the previous year. Net profit increased by 16.8% to 4.5 million rubles.
Artyom Zeleny, a businessman, is the creator of the ready—to-eat food delivery brands Performance Food, MyFood and Level Kitchen. He heads the company "Verde", registered in Moscow in 2018, and is also listed as the founder and president of the Performance Group holding on its website.
In addition, Artur Zelyony is the founder of six companies, and the CEO of as many more. In particular, they are engaged in the packaging of goods, the development of computer software and the maintenance and repair of vehicles. In 2024, the total revenue, where he is listed as CEO, according to Rusprofile, amounted to 615 million rubles. And the founder — 214 million rubles.
The businessman owns a fleet of 30 expensive cars, such as, for example, Dodje, Rolls-Royce Ghost. The last car costs about 30-40 million rubles.
What can the clients of the companies do?
The delay and non—delivery of orders is a violation of the law on consumer protection, said judicial lawyer Lyubava Trofimova. Deceived customers need to record a violation that there should have been a delivery on such and such a date. Then, according to her, it is necessary to file a claim with the company.
"Customers need to have payment receipts and screenshots," she said. — Maybe they have a contract. You also need to keep your correspondence with support, as proof that they contacted you and did not respond, or that the deadline was postponed indefinitely.
After that, you must send a written complaint: it can be sent via e-mail or sent by registered mail with an attachment list and a court notice to the company's legal address. It should indicate the nature of the violation, what was bought, how it was paid for, and give the contractor 10 days to refund the funds. In case of violation of deadlines, the client has the right to file a claim in court.
The lawyer reminded me that it is absolutely necessary to write the details for the refund. You can also contact Rospotrebnadzor and the prosecutor's office with a request to check these companies.
According to Boris Feldman, Director of Legal Affairs at Destra Legal, victims can also additionally claim a penalty for violating deadlines and compensation for moral damage.
— For companies, this is primarily a civil liability in the form of refunds, penalties and fines according to court decisions. Nevertheless, administrative liability is also possible based on the results of Rospotrebnadzor inspections," Boris Feldman clarified.
He stressed that with massive violations and complete disregard of customers, the situation can lead to serious financial consequences for companies, loss of reputation, and in some cases, to inspections by law enforcement agencies.
At the same time, Pavel Shapkin, chairman of the National Consumer Protection Union, said that it is difficult to bring companies to some kind of administrative responsibility for delays if there is no threat to the life and health of consumers.
However, the contract of the companies that studied Izvestia states that it undertakes to provide services efficiently and on time. And if she can't, she must notify the client, agree on new dates, and award bonuses at her discretion.
Переведено сервисом «Яндекс Переводчик»
