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
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.
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]
There seems be to some discrepancies with what this customer is alleging. She did place her order online and customized her menu to her liking. She first contacted our Customer Service team on 8/5/16 at 3:51pm, her food had arrived almost 5 hours earlier. Nothing was mentioned about the...
food being thawed or food that food was spilled in the bottom of the cooler. She did however have questions with storing, heating, nutritional information as well as the cost for the second week. We happily provided her with all the answers to her questions. On 8/7/16 we received an email asking to speak with someone to cancel as well as a refund. Again nothing about food being thawed or food not properly sealed. We sent an email confirming the cancellation of the second order. On 8/8/16 we spoke with her and she asked for a refund. She said the meals are not what she wanted. Since everyone has different taste and we allow our member to create a menu based off their ingredient preferences as well as choosing their individual entrees, we do not refund for personal taste. Again nothing was said about the condition of the food upon arrival being an issue. She had accepted the 25% refund and thanked us for our help. Even our email to her mentioned that she did not enjoy the food. No mention of a supervisor calling her back. She called back on 8/16/16 saying no supervisor called her back. We did have our lead supervisor speak with her. During this conversation she said “I took one bite of a Salmon meals and thought this plan is not for me”, she also said “I opened one bag of snacks, said it was ok but just not something I wanted to continue with”. She asked about refund are a case by case basis. The supervisor let her know that we normally do not refund due to taste, however she did authorize the 25% refund for her in an attempt to help make this situation right. The customer said “ok- just thought I would ask”. Again nothing about thawed or broken entrees. Also our website does NOT state we do “returns, exchanges or replacement”, we simply state “refunds are done on a case by case basis”. As a matter of fact we clearly state we cannot accept returns. We have not hung up on this customer upon notification of her name. The Ziploc bag comment was actually something and one of our Facebook customers posted, suggesting if anyone experiences the tray not being fully sealed, put your meal in a Ziploc baggie. Whenever there is an issue with a shipment we always request pictures. We never did offer to replace the shipment because she never stated anything was wrong with the order, she told our assistant supervisor as well as our lead supervisor that she did not like the taste of the food. It sounds as though this customer has read our Facebook posts and changed her complaint to fit those in which we have corrected issues for.
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]
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.
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]
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]
: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,
[redacted]
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
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.
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]
There seems be to some discrepancies with what this customer is alleging. She did place her order online and customized her menu to her liking. She first contacted our Customer Service team on 8/5/16 at 3:51pm, her food had arrived almost 5 hours earlier. Nothing was mentioned about the...
food being thawed or food that food was spilled in the bottom of the cooler. She did however have questions with storing, heating, nutritional information as well as the cost for the second week. We happily provided her with all the answers to her questions. On 8/7/16 we received an email asking to speak with someone to cancel as well as a refund. Again nothing about food being thawed or food not properly sealed. We sent an email confirming the cancellation of the second order. On 8/8/16 we spoke with her and she asked for a refund. She said the meals are not what she wanted. Since everyone has different taste and we allow our member to create a menu based off their ingredient preferences as well as choosing their individual entrees, we do not refund for personal taste. Again nothing was said about the condition of the food upon arrival being an issue. She had accepted the 25% refund and thanked us for our help. Even our email to her mentioned that she did not enjoy the food. No mention of a supervisor calling her back. She called back on 8/16/16 saying no supervisor called her back. We did have our lead supervisor speak with her. During this conversation she said “I took one bite of a Salmon meals and thought this plan is not for me”, she also said “I opened one bag of snacks, said it was ok but just not something I wanted to continue with”. She asked about refund are a case by case basis. The supervisor let her know that we normally do not refund due to taste, however she did authorize the 25% refund for her in an attempt to help make this situation right. The customer said “ok- just thought I would ask”. Again nothing about thawed or broken entrees. Also our website does NOT state we do “returns, exchanges or replacement”, we simply state “refunds are done on a case by case basis”. As a matter of fact we clearly state we cannot accept returns. We have not hung up on this customer upon notification of her name. The Ziploc bag comment was actually something and one of our Facebook customers posted, suggesting if anyone experiences the tray not being fully sealed, put your meal in a Ziploc baggie. Whenever there is an issue with a shipment we always request pictures. We never did offer to replace the shipment because she never stated anything was wrong with the order, she told our assistant supervisor as well as our lead supervisor that she did not like the taste of the food. It sounds as though this customer has read our Facebook posts and changed her complaint to fit those in which we have corrected issues for.
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]
We have processed a refund in the amount of $75.91 for [redacted].
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.
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]
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]
: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,
[redacted]