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Reviews BistroMD

BistroMD Reviews (6)

0 stars.. this is a fraud of a company. they only care about getting your credit card and charging you. if you try to reach customer service you get a " leave a message prompt" I tried to cancel my subscription one hour after signing up and I could not get a hold of anyone. I called for days. I had to take all my money out of the bank in fear that they would keep charging me. STAY AWAY

Review: Dear Sir/ Madam,

I am having delivery issues with BistroMD. The company has been insisting on sending temperature sensitive products over the weekend. When I first enrolled to this program, I had to contact the company for specific time of delivery. When I learned it would be the Saturday of Memorial Day weekend, I immediately contacted customer service. My e-mail correspondences were really fruitless (all in my records); so I had to call the customer service and made sure it should not be delivered on weekends. After a long conversation, they arranged it so that delivery was a Friday. Then I send an e-mail, just for my records, suggesting that especially Summer time, there should not be any weekend deliveris. This happened back in May. Since I had one of the most unpleasent customer service experiences, I put all the following deliveris on hold. This morning (7/21/206), I received an e-mail from Fedex with a tracking number, stating a Saturday delivery, which I will not be home. Apparently I forgot to click do not send the product for this week. I immadiately contacted Fedex, they suggested the package slip was printed, put the product was not delivered to Fedex office yet, so I should contact BistroMD. I immedaiately send an e-mail for weekday delivery and I could not get a response until afternoon. Instead of a help or correction the I was asked, if I placed a no-weekend delivery request. I was speechless, rather than writing back and forth I called the customer service. First I was told there was no request put in place. I recalled so well, I called and told them not to I suggested if they are ecording the conversations, they should listen to the one back in May. But, it was a helpless effort. Then I hang-up and went over all the correspondences. Luckly, I found the specific request e-mail on top of the phone conversation I had. I called the company again . Reading the e-mail to the associate. But did not even listen to me, and I asked for the supervisor. the supervisor still did not beleive me when I red it; and I asked for her direct e-mail so I could forward the e-mail. I did. She red. And still she was not believing what she was seeing; she said somehow they never got the e-mail. I told her I am educated enough to know, if an e-mail is in Send folder with a received information instead of the Outbox; then no way they could not get it. She just said, she was sorry; after a total of about 1 hour 15 min conversation and they will do their best the next deliveris would be weekdays; but no guarantees. I have all the written correspondences; saved and presenting to your evaluation. If you need to contact me, please do not hesitate. I believe. this is an unfair treament and the company should not get away with this ignorant attitude.

Below is the e-mail of my request for deliveris on non-weekend days; after the first delivery attempt on May. I believe, everyone in their right mind would agree, this is a clear request. I already tried it with my collegues what this message means without the strory and the anser is always same: "they should not send you any products over the weekends, especially during Summer time."

I apologize for the long e-mail, but I could not help by reflect my frustration.

Thanks for your time!

Sincerely,

-----------

Hi [redacted],

Thanks for your response!

I have a quick comment on the delivery times, which I would appreciate if you could forward to upper management. I already had a phone conversation with a customer representative, addressing my concerns, still I would like to make sure, my message could be easily forwarded.

I am a previous customer of [redacted] I had to leave the program only for the costly meal prices. Other than that it was great, especially with the set delivery times.

So, my suggestion to you would be, I believe it would be great, if you could set a delivery date. Especially, with the long weekends and Summer approaching any delivery with a vague date and a huge range of delivery time even spanning a Saturday, would be a turn-off for the customers, who like to plan ahead.

Sincerely,

[redacted]Desired Settlement: Refund or timely replacement

Business

Response:

At bistroMD we provide our members with everything needed to be successful. We explain in our Terms and Conditions that if we do not reply within 24 business hours the member must immediately follow up with bistroMD. [redacted] presented us with an email on July 21st, this is the same email in which she sent you. Unfortunately when this original email was sent we never received it. In addition when I read her request she was suggestion we provide a set delivery date. She went on to day especially with the summer ….. it would be a turn off for the customers who like to plan ahead. [redacted] made suggestions to us not a request. Even though it was not an outright request if we had received this email we would have placed a note on her account and providing her with a specific delivery date, although we cannot guarantee it would arrive that day each week. As a courtesy I have completed a 25% refund of the price of the food. This refund will be in the amount of $44.99. This refund will take 5 to 7 days to reflect on her credit card. Thank you [redacted]

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I have attached all the written correspondences; and I also would appreciate, if you could ask the company for recorded conversations that took place on May 24th and on July 21st. There are layered issues here, not only one, unfortunately. Issue 1: I was made believe that I never demanded and commented on delivery issues before (May 23 and May 24). The company had the e-mails, probably the recorded phone conversations and all the documentation; and assumed I did not have any back-ups and the case would be closed. Explanation1: In my first phone call in regards to the delivery issue on July 21st, I was totally side-tracked by the associate and made believe I never made a request to the company on deliveries. I respectfully hang-up; though I was so sure about my request with a previous phone conversation on May 24th. But, I had no way of proving it; still many years in research I am quite good at record keeping and having back-ups to defend my cause. So, I took a closer look at my e-mails, and I found the e-mail, I copied to you before (also attached to this document). Issue 2: Though I read the e-mail to the associate, she still disregarded my complaint. I had to ask for the supervisor. Explanation2: In my second phone call, I told the associate very clearly I have an e-mail confirming my previous call on May 24th and also suggesting alternative delivery times. The associate ignored my comments and openly she told me there was nothing to be done. So, after denial and attempts of trying to make me feel I was not remembering my previous request; when presented with the proof; there was still ignorance on company's side. So, I asked for her supervisor. Issue 3: The supervisor told me they did not receive any e-mail from me in regards to the issue on May 24th, and she asked me to forward the document. More denial, more humiliation and making me feel bad that I was making the story-up. And above all, the company kept lying. Explanation3: The supervisor asked me to forward the e-mail (also attached). I did. I am sure she already had it in the records; the entire dragging the process kept on going. After she received the e-mail, she said they never got it. Even when I told her technically, it would be impossible to have a message in "send e-mail folder" with a specific date and time. It is considered forensic evidence. Any e-mail that is not delivered, either appears in “Outbox” for a short time, or comes back with a "non-delivery message". And this e-mail was sent successfully and delivered successfully; but instead of being apologetic she was telling me they never got it; again technically impossible. And when I started to insist that I had a request in place, she again side tracked me and told me the e-mail looked like a suggestion but not a request. And totally ignored the fact that my-e-mail was a documentation, a proof, a future reference to a phone conversation on my request for weekend deliveries and also a complaint letter to the upper management. Again, how could it be a suggestion when I am asking them to bring the issue to the upper management, if anything it is a written follow-up documentation on a phone conversation and it is a very polite complaint? Issue 4 and the main issue: Regardless of the complaints, phone conversations, and the e-mails, the company should let the customer know in advance and ask for the permission of the customer to send “PERISHABLE” and extremely time sensitive food products. Even a reminder a week before could have helped. Issue5: The companies default delivery option should NEVER be set to deliver every week; the default should be “not to deliver” and the customers should ACTIVELY select the option for the delivery week. Explanation 4 and 5: After my bitter experience with the company on May 24th, I put a hold to all the automated weekly deliveries by manually unclicking each week, just to be on the safe side during Summer time. Their website is so badly designed, you cannot put a general hold to orders; you have to unclick one by one for each week. And the default is the delivery. Apparently, I did not click to hold for the third week of July (or they cleverly reset everything); I received a FedEX notice for July 23rd weekend delivery. The total amount of time I spent on the phone with the customer service on July 21st was almost 1-hour; 55 min to be more precise. Let’s estimate the May 24th phone conversation as 20 min. That is time wasted for a Mind you when the company is ignorant enough to send out a confirmation for the deliveries in advance, they do quite well in receiving the payments in advance. That is also something I got to learn when I e-mailed to suspend my account; please see the final response on how they do a great job with payments; they really plan ahead. Whereas they do not let the poor customers plan ahead and do not show the curtesy to send out a confirmation. So, I would really really appreciate, if Revdex.com could help me with this issue; so the company would acknowledge their mistake rather than playing with the words. If they do not acknowledge their mistake and provide better services; I am afraid many more customers would be affected by these practices. I would demand the full amount for refund and an apology letter from the upper management. Thanks so much for your patience! Kindest regards, [redacted]PS:I combined all the e-mail correspondences as a single PDF file as evidence to all the issues presented above.

Business

Response:

Again at bistroMD we provide our members with everything needed to be successful. Please reread the subject on customer email “suggestion on shipping and delivery”, is a suggestion not a request. As for placing a hold on her account, we notify the customer “this will not cancel your account”. Therefore when the hold dates have passed shipments resume. To be successful with any company, knowing what your responsibilities, and making requests clear will avoid upset. However as an act of goodwill I have completed a refund for the additional amount for [redacted]’s order which she did receive and kept. This refund will be in the amount of $154.91. Again this refund will take 5 to 7 days to reflect on her credit card. Thank you [redacted]

Consumer

Response:

:First of all, I would like to thank Revdex.com for all the help they provided. Greatly appreciated!I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Kind Regards,

Review: I ordered food for me & my mother. The food came on Thursday & Friday. Because there was so much food & we weren't starting to eat the food yet, I cancelled our autoship for the next couple of weeks. So I cancelled it online by Sunday at midnight as my email stated. On Tuesday, I received an email stating that my next shipment has shipped. I call Bistomd immediately & told them that I cancelled the food. They said there's was nothing they could do & that I should have sent them an email (even though they were closed on the weekend & the deadline to cancel was Sunday...& I cancelled via my online account). I spoke with a manager the same statement & she couldn't give me any credit for the unwanted food. They said that I didn't end up cancelling the upcoming week because that wasn't an option for that week. So when I expressed my unhappiness that when I got my first order,the ONLY WAY to cancel my 2nd order is through voicemail or email (& not through my account), I told them they should have that in writing, she said that they will forward that information to the team (or whoever) for future use. Had they stated the only way to cancel your second order is by those methods, I would have done that. I thought of sending an email but since they are not there on the weekend & the deadline is Sunday, I didn't think that would work. Plus, my mother tried the Western Omelet, & she couldn't even eat it because it was too peppery.Desired Settlement: Since they cannot take the 2 week's food back, I would like a credit for this week.

Business

Response:

Good Afternoon! [redacted] went online on Sunday at 4:17 pm to place

her order as well as her mother’s order on hold for the shipping week of

4/18/2016 and 4/25/2016. Online does not provide her with her second week which

would have been 4/11/2016, therefore we noted the online hold section.

Since the product was sent we will be happy to

meet the customer half way and provide a 50% refund for both [redacted] and

[redacted]. The refund will take 5 to 7 business days to process.

New customers are able to leave a message as

our phones are time stamped as well as send an email to our customer service.

In which we provide a link below.

As a company who believes in being transparent and

providing our members with everything they need to be successful with our

program we let the customer know the following highlighted attachment. Thank You[redacted]Member Service Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I purchased an introductory week of delivery on 12/27. The site noted the orders were to be shipped or commence the week of 1/6. There have been no email updates or confirmation as to where my order is or reason for delay. I called them today to cancel my membership and was told a shipment was already enroute. I requested they cancel not only future deliveries but also the delivery in transit since that was not the date I agreed to start the program. Their site offers no way to 'know' if an order has been shipped or who the carrier is. I instructed the customer service rep to contact the carrier to stop the shipment where ever it was in transit. I don't want the order and it's not the order I placed.Desired Settlement: Refund the money they took immediately from my account but have yet to deliver a shipment for and cancel my entire membership. I'll never, ever do business with this company again.

Business

Response:

[redacted] stated they delivered the food on 1/17/14 and also refunded Mr. [redacted]s credit card.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find this to be partially true. They did provide a refund but the product was never accepted and was refused delivery via FedEx as it never should have been sent.

Regards,

Review: I placed an online order with Bistromd on Saturday, July 6,2013 for $180.95. I spoke to "[redacted]" on Sunday to see if I could customize my order as far as food preferences. She told me how to go about getting in and checking certain boxes, etc. She told me before I go to all that trouble let her check to see if I even placed an order with Bistromd for their food. She came back on the line and said she could not find me in the system and I must of ordered somewhere else. I assured her that WAS NOT the case.I told her I just realized that my email address could be incorrect and that I entered dkdweaver46 instead of 44. She checked again and still no order. I then turned around that day(Sunday) and sent a cancellation email in case "[redacted]" was wrong. I received an email confirming my cancellation on this order on that following Monday. So far everything is fine and we were all on the same page I thought until I get a call from "[redacted]" again Monday afternoon stating that my food shipped today and I was going to receive it on Wednesday. I explained to her that I had just spoken to her the day before and she told me that an order was never placed with my information.I was charged $180.95 that very day. My problem is that they messed up on their end and I am paying for it. I called 2 times and could not get any resolution. Their policy, according to the lady I spoke with, was that they don't refund for any of their products after they go out.Their motto is "integrity is at the heart of what we do, which is why we do everything we can to make sure you are happy!" I am clearly not happy and the only thing they could tell me was that I would not be charged the next week!Desired Settlement: I would like my credit card to be refunded in the amount of $180.95 minus 12.95 which I got credit for, not even getting all my meals when the shipment arrived.

Business

Response:

We have refunded [redacted] account to resolve this issue but I would like you to be aware of the actual situation concerning her order with bistroMD. (We also send the meals for the 17 Day Diet but we do not take the orders). Refund 7/19/2013 ($168.00) [redacted] Refund Authorize.Net Completed [redacted] placed an order on 7/5/2013 at 7:42pm. [redacted] placed an order with the wrong phone number, the wrong name and wrong email address. [redacted] called Customer Service on 7/5/2013 at 8:02 pm and left a message saying she was not able to customize. [redacted] returned her call but had to leave a message on 7/6/2013 at 5:41pm also he sent an email with all the information needed to log into mybistroMD.com. [redacted] called back on 7/6/2013 at 7:19pm leaving a message that she placed her order with the wrong email address. [redacted] returned [redacted] call on 7/07/13 at 1:10pm the message stated that customer was not available and no option to leave message. This number was also different from the number listed on the account so [redacted] tried the number on her order which was an invalid number and not in service. [redacted] called on 7/07/13 at 12:18 PM and stated that she needed to cancel her account with the 17 Day Diet, she said she “wanted no further orders”. [redacted] looked up [redacted]’s account using first and last name and could not find the customer. [redacted] provided [redacted] with the number to the 17 Day Diet who could also not locate customer. 17 Day Diet sent us an email stating they did not have an account for a [redacted] either. [redacted] sent 17 DD an email and 17 DD forwarded the email to our Customer Service. Based off the address we were able to locate [redacted] who had placed an order under [redacted]. By this time it was late Monday 7/8/13 at 3:58pm and [redacted]’s [redacted] order had already been picked up by FedEx. Please note, her email address and telephone number were both wrong (she placed her order online). We corrected them both when her account was cancelled. [redacted] called [redacted] and explained since we did not have the correct last name, phone number or email address we were not able to locate her account until that evening. This made it too late to stop the order being delivered that week. [redacted] said she understood and would accept that order but please cancel future orders. We did.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]

Review: I ordered a diabetic meal for week of March 8th for my sister, [redacted] on March 4th, received an order confirmation on March 4th and received the food on March 9th. On March 10th I logged in to their system and skipped meals for remainder of March and April. In my profile they show that the meals for week of March 14th is on hold call customer service. On March 16th, they made a pending transaction of $154.90 to my account, the transaction expired on March 20th. On March 21st, [redacted] called to asked some questions about certain foods was told the shipment had not been skipped as I told her I had done and the food was already prepared and would ship on Tuesday. On March 23rd, I called to let them know that I had skipped all shipments through April but they said when I logged on March 10th I did not make any changes which could not be true since they showed the week of March 14th was on hold. That hold was placed because of the changes I made. I was told it was too late to cancel since the food was already shipped and they do not accept returns. That was not true. I was told the same thing on March 24th, the delivery had already shipped and would arrive on the 25th. Not true it was still in pending status on March 25th. On March 24th a label was created through Federal Express and was in pending status and continues to be in Pending status as of the last time I was able to review this information in my account which was March 25th. I cannot view anything about prior shipments or skipped deliveries because they lock you out of this information when the account is cancelled even when you have open transactions. When reinstated the charge against my account on March 21st it was on a cancelled card since I called my card in lost on March 19th. This charge has caused my account to overdraft. I am a single Mother with a daughter in college that just wanted to help my sister adjust to eating food for someone who was just diagnosed with Diabetes 2 andDesired Settlement: I want to be refunded in the amount of $194.85 which is the amount that includes the overdraft charge against my account.

Business

Response:

Good Afternoon!

Even though the customer did not properly cancel their order

within the deadline. I have refunded her second payment in the amount of

$154.90. Transaction ID [redacted]. However we will not be refunding for

overdraft fees.

We received an order for the customer’s sister on 3/4/2016. The customer did go into their account and place their third

order and forward on hold however they never placed their second order on hold.

Our system does let the member know how to place their

second order on hold, see below.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

[redacted]

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Description: FOOD - SALES & DELIVERY

Address: 311 Shawnee Ave E., Big Stone Gap, Virginia, United States, 24219

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