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 complaintFor your reference, details of the offer I reviewed appear belowI 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 21stThere are layered issues here, not only one, unfortunatelyIssue 1: I was made believe that I never demanded and commented on delivery issues before (May 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 closedExplanation1: 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 deliveriesI respectfully hang-up; though I was so sure about my request with a previous phone conversation on May 24thBut, 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 causeSo, 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 complaintI 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 timesThe associate ignored my comments and openly she told me there was nothing to be doneSo, 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 sideSo, I asked for her supervisorIssue 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 documentMore denial, more humiliation and making me feel bad that I was making the story-upAnd above all, the company kept lyingExplanation3: The supervisor asked me to forward the e-mail (also attached)I didI am sure she already had it in the records; the entire dragging the process kept on goingAfter she received the e-mail, she said they never got itEven when I told her technically, it would be impossible to have a message in "send e-mail folder" with a specific date and timeIt is considered forensic evidenceAny 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 impossibleAnd 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 requestAnd 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 managementAgain, 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 folldocumentation on a phone conversation and it is a very polite complaint? Issue 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 productsEven a reminder a week before could have helpedIssue5: 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 weekExplanation 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 timeTheir website is so badly designed, you cannot put a general hold to orders; you have to unclick one by one for each weekAnd the default is the deliveryApparently, 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 deliveryThe total amount of time I spent on the phone with the customer service on July 21st was almost 1-hour; min to be more preciseLet’s estimate the May 24th phone conversation as minThat 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 advanceThat 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 aheadWhereas they do not let the poor customers plan ahead and do not show the curtesy to send out a confirmationSo, 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 wordsIf they do not acknowledge their mistake and provide better services; I am afraid many more customers would be affected by these practicesI would demand the full amount for refund and an apology letter from the upper managementThanks so much for your patience! Kindest regards, ***PS:I combined all the e-mail correspondences as a single PDF file as evidence to all the issues presented above
This customer placed an online order in which she agreed to a recurring orderThis is listed in our Terms and Conditions in which she must agree to in order to proceed with her orderHad the customer read her receipt, or the T&C she agreed to, she would have seen she did not place a “one week order”We explain our billing practice in our Terms and ConditionsWe also spell it out for our members in our FAQsWe have canceled her second order and refund the second paymentThank You [redacted] Member Service Manager
Good Afternoon! [redacted] went online on Sunday at 4:pm to place her order as well as her mother’s order on hold for the shipping week of 4/18/and 4/25/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 to 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 attachmentThank You [redacted] Member Service Manager
We have had many communications with this customer and none of them revolved around these latest new concernsAll orders placed through BistroMD are for a subscription to weekly recurring ordersThe customer is notified that they must contact member service to stop future shipmentsEach new member must agree and confirm that they have read and understand our Terms and Conditions or we will not ship the orderThis customer ordered in December under a particular email addressShe had called us that same day and asked for the order to be one week only, which we honored She obviously understood that BistroMD was a weekly subscription plan by her actions with this first orderHer mother enjoyed the meals so much that the daughter placed another order at the end of January, using a different email address, so we set her up as a subscription customer with recurring weekly ordersShe created a customized menu for her first order and that menu was sent to her mother for the first week 1/26/However she never called or email us to customize or stop future orders The second order was shipped on 2/5/18.On 2/10/she emailed us and said we sent the incorrect mealsExplaining her mother has allergies, cannot eat pork or spicy foodsAt this point she requested to cancel future orders, which we did, however her request came in after the order had already processed Our weekly deadlines were communicated to her multiple times using multiple communication channels We explained to this customer that she customized her first menu, however she did not customize or request any changes to her second or third menus, therefore she received our standard dietitian menuWe were not notified of her mother’s allergies or inability to eat certain proteins or spicesHad we known, we could have removed these ingredients from her profile as we do for thousands of other customers on a weekly basisWe could only assume she knew how to customize her menus as she had done so with her first orderShe first asked for a credit for these two shipments towards future deliveries, which is not an action taken by someone who is concerned about the delivery process or the quality of the food We did meet her half way by providing a refund on the final order even though the errors were due to her not following the simple instructions providedShe followed the steps to customize the first order but declined to do so with the subsequent orders Our refund for the final order was made in good faith, and should in no way be construed that we agree with any of these outlandish and falsified claims The refund for the last order was not required under the Term and Conditions she agreed to when she placed the orderGiven the history with this customer we find her statements regarding quality of the food to be disingenuousWe view her threats to defame our business through this and other public means on the basis of these wild and provably accusations a very serious matter
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]
There seems be to some discrepancies with what this customer is allegingShe did place her order online and customized her menu to her likingShe first contacted our Customer Service team on 8/5/at 3:51pm, her food had arrived almost hours earlierNothing was mentioned about the food being thawed or food that food was spilled in the bottom of the coolerShe did however have questions with storing, heating, nutritional information as well as the cost for the second weekWe happily provided her with all the answers to her questionsOn 8/7/we received an email asking to speak with someone to cancel as well as a refundAgain nothing about food being thawed or food not properly sealedWe sent an email confirming the cancellation of the second orderOn 8/8/we spoke with her and she asked for a refundShe said the meals are not what she wantedSince 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 tasteAgain nothing was said about the condition of the food upon arrival being an issueShe had accepted the 25% refund and thanked us for our helpEven our email to her mentioned that she did not enjoy the foodNo mention of a supervisor calling her backShe called back on 8/16/saying no supervisor called her backWe did have our lead supervisor speak with herDuring 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 basisThe 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 rightThe customer said “ok- just thought I would ask” Again nothing about thawed or broken entreesAlso 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 returnsWe have not hung up on this customer upon notification of her nameThe 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 baggieWhenever there is an issue with a shipment we always request picturesWe 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 foodIt 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 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 am not satisfied with this response because:At the time I made this complaint the refund BISTRO MD is referring to had already been made to my accountMy Revdex.com complaint was made to address the THIRD and truly final order of BISTRO MD food products that I was billed $for as wellBut still has not been refunded to methe third and final order of BISTROMD was unacceptable and should be refunded in full to me for the following reasons:Athe food in the box was NOT the food requestedIt was not diabetic, it contained pork and shellfish, it was not KosherIt was a computer generated menu , not a handpicked menu of diabetic, low salt, kosher meals and-Bthe third and final order JUST like the second order that they DID refund the identical amount for $169.90( previous to my making this complaint about the third and actual final order) was not only not the food described but was DEFROSTED, the TV dinner trays were cracked and unsealed, and as such were of such low quality and in such poor packing conditions when they ARRIVED that the food was completely spoiled and not fit for consumption, in fact, consuming any of the third and final order in the condition which it arrived would have caused significant damage to my mother healthI will still only be satisfied with a full refund of $of the THIRD and FINAL order from BISTROMDThanks so much for your assistance and attention to this refund request.Even when BISTROMD finally gives me the refund for the third and final order which ARRIVED defrosted in unsealed, broken TV trays which were inedible, I will still want to the Revdex.com to alert other consumers to the dangers of using this company for ordering food that should be regulated by an MD , as BISTROMD imply that they are doing so by putting MD in the title of this specific line of TV dinners.Also, I would like the Revdex.com to alert other consumers in the NON- MD approved formulation of these TV dinners end up costing (with S& H) $a piece for inedible, unsealed already melting and defrosted TV dinners delivered a week or two late Thank you very much for your attention to this aspect of consumer fraud in advertising as well.Please feel free to call me again for further clarification on why I am still demanding a refund for the third and final order which has not yet posted to my bank account [redacted] *** Regards, [redacted] ***
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] ***
I am sorry for the inconvenience and struggles that you have encountered with our serviceI talked to you personally on Facebook in regards to the issuesI will cancel you out and refund your paymentWe send a notification that lets you know a date that service is coming upIt is not set in stone you can always change thatNo call were made until after the service was completedservice is also outside only unless the inside is requestedAgain I'm sorry for the confusionPlease call us so we can refund you and terminate your service
Initial Business Response / [redacted] (1000, 5, 2015/09/09) */ Hello Mrs***, Everything we typically offer is for a month agreementThis is usually explained several times before serviceOnce when you set up service2ndly at the door before the technician treatsIt also sates this information on the agreement that was signedWe are not trying to get you to pay for anything we didn't doThere is a guarantee with our service that allows us to come out and treat as many times as it takes to rid the problem in between your service dates at no extra chargeWe attempted to call you and left a messages trying to resolve the issueWe would like to address the issue to get everything taken care ofYour number is currently not in service so please call us when availableMy name is Shawn and you can reach me at XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) The last person who treated my property explained that this kind of treatment should have been done every timeThis had not been explained to me before Final Business Response / [redacted] (4000, 10, 2015/09/10) */ I do apologize that wasn't explainedThat salesman no longer works for our companyWe are more than willing to refund you your moneyThat's why we guarantee our workWe aren't trying to charge you for any services you feel were unsatisfactoryAgain I apologize for the inconvenience and we would like to right the situationPlease call me [redacted] A Plus Pest Control General Manager XXX-XXX-XXXX
Good Afternoon! Even though the customer did not properly cancel their order within the deadlineI have refunded her second payment in the amount of $Transaction ID [redacted] However we will not be refunding for overdraft fees We received an order for the customer’s sister on 3/4/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
Initial Business Response / [redacted] (1000, 5, 2016/01/12) */ I am very sorry that you have had an issue with serviceWhen nobody is home we treat the outside but you have unlimited re services to guarantee our workWe will come back as many times as we need to so that the problem is taken care ofWe don't like for you to feel like we charged you for something you didn't receiveI would be happy to refund you for the service you were unhappy withPlease give me a call so I can resolve this issueAgain I would like to apologize for any problems [redacted] General manager XXX-XXX-XXXX
I would like o apologize for any inconvenience that we may have caused youWe typically require an outside spray to contain any further infestation from occurringWithout treating the outside regularly the problem will get worseWe definitely don't want you to think you were scammedEveryone of our customers are on a month agreement which is bi monthly maintenanceIf you are unhappy with he service we would be happy to offer you a refund for services that you feel are unsatisfactory I am the branch manager and would love to fix this for you personallyPlease call [redacted] and ask for ***Thanks for your time and again sorry for the issues
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I purchased the meals in good faith, expecting all contents to be shipped undamaged and not contaminatedInstead, I received a broken bag with dry ice covering all of the containersNever did I use the word "sealed"....and without inspecting each individual plastic tray with a "fine tooth comb" I could NOT be assured that the plastic containers were not in some way compromised(with the exception of the obvious one that had burst open by the sub-zero temperature)Why would I (at age and with a history of bowel problems) take a RISK to my health and eat this food? Would anyone expect their mother to do this? What if one or more of the other containers had a hairline crack and the food was contaminated? Why would a company be willing to take on this risk? Why would a company not provide a Customer with a "satisfactory" solution? Why wouldn't they want to rectify a situation that CLEARLY was not my fault?No, I am not at all satisfied with their proposed resolution, and will not be satisfied until I receive what is owed to meA full refund of my purchase
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Their response is not accurate My complaint from the get go and with all of my calls was the condition of the foodI have never read any of their Facebook postI simply went on there to make my own post with my experience as I previously stated someone else had a similar experienceWhich they have been removed my posting and her posting and blocked us from FacebookAll of that is just extra details on poor customer service and has nothing to do with the condition of my arrival of my food The only reason there was a phone call about refunding the second week's order is because I was charged without ever placing an order and they told me we bill *** and so they said yes no problem we can cancel and refund and stop that orderAnd I told them I was wanting to cancel it because other issue still had not been resolved It appears to me the company is wanting to pick and choose what it is the report from my customer service experience and or change itThat is following suit with previous customer service experience of we will have a supervisor call you and then tell me I spoke with the supervisorAnd not honoring their case by case return basisAs I mentioned in my original complaint they told me they did not accept returns and I told them I was happy to send it just so they know I was not consuming it I offered to send pictures of the condition of my food and the rep absolutely told me To refreeze it in a Ziploc bag 1,000,000% that came from a wrap this company is fraud fraud fraud others need to be warned I never even tasted the foodI couldn'tAnd while yes they sent me snacks that are like a cracker type basis those are still in my pantry unopened and able to be returned .Regards,
*** ***
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Business Bureau:I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.It is APPALLING that all of the customer service reps and their supervisors and even *** ***, a corporate executive of BISTROMD are literally LYING to the Revdex.com resolution specialist and getting away with it!! They lied to the Revdex.com just last week when they tried to pretend they refunded my $by calling it a refund for my " final order" but didn't tell the Revdex.com rep that they had did refund the second and last order made by me, not their auto debit recurring order scam payment process They only refunded one BOGUS order of rotting, defrosted, germ filled food? in cracked with seals broken TV dinner tray containers containing uncooked fish, chicken and pork WHICH I NEVER EVEN ORDERED!! They also state that no one in *** ** where they are based has complained about their horrible scam which is taking money out of the hands of senior citizens and the disabled patients who need MD certified meals delivered to their house or nursing home , which these $dollar a piece "tv dinners" are definitely not, There is no Medical Doctor who works, or ever certified the " food stuff" that they shoot out at you and recurring billing which is impossible to figure out, let alone stop without complaining to your own bank and stopping payment and having the ATM card destroyed! at BISTRO MD!I am copying here just of the dozens of *** resident complaints about BISTROMD: "I ordered one of their basic packages consisting of meals and the accompanying snacksThe food arrived and it was not properly package during shipping and it was not frozenAnd about half of them were not sealed food itemsWhen I called the company they told me they were fine but to put them ina Ziploc bag and refreeze themI tried to explain to them that that's not appropriate and asked to speak to a supervisorI was told there was not one available at the moment and one would call me back in a couple daysAfter not hearing from anyone, I called the company back againThis time I called and they said oh you already spoke to supervisor, The rep you spoke to last time was a supervisor, there's nothing we can do for youI offered multiple times to return the food so that they would know that I was not consuming it I offered to send pictures and they were not interested in any of itThey did not offer to replace any of it eitherI called back to other times and try to have the same conversation across the next week and had no results""I contacted customer support online again and they ended the chat on meI tried calling times during their business hours and no answer anytime even though I was just chatting with someone onlineI am so angry and terrible disappointed about this program and their customer supportI will never order from them again!!!! "now if the Revdex.com in VA has no power over s company whose reps actually LIE to them in order to get out of making refunds, the what is the pointof this process? How can they let BISTROMD have a B-plus rating when dozens of *** residents have all complained about the EXACTLY same things: ROTTEN FOOD PRODUCTS. 2.HOSTILE CUSTOMER SERVICE REPS WHO do not answer phone, or hang up on you AND NO REFUNDS GIVEN WITHOUT A LONG BATTLE- OR AT ALL -even complaining to the Revdex.com doesn't frighten them into being honest with the Revdex.com investigator, or dispute specialists or giving a refund to a disabled, Senior customer who did not even order the rotten food they sent her.I will not be satisfied until I get a full refund of $for the actual Final order that they sent without my permission to send it! I will not stop complaining until I receive my $back into my checking account- just like they did for the first order of rotten food, they sent me and then took MY money for this rotten food -right out of my bank account through a bogus confusing scam of recurring order/payment by auto-debit!
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 complaintFor your reference, details of the offer I reviewed appear belowI 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 21stThere are layered issues here, not only one, unfortunatelyIssue 1: I was made believe that I never demanded and commented on delivery issues before (May 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 closedExplanation1: 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 deliveriesI respectfully hang-up; though I was so sure about my request with a previous phone conversation on May 24thBut, 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 causeSo, 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 complaintI 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 timesThe associate ignored my comments and openly she told me there was nothing to be doneSo, 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 sideSo, I asked for her supervisorIssue 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 documentMore denial, more humiliation and making me feel bad that I was making the story-upAnd above all, the company kept lyingExplanation3: The supervisor asked me to forward the e-mail (also attached)I didI am sure she already had it in the records; the entire dragging the process kept on goingAfter she received the e-mail, she said they never got itEven when I told her technically, it would be impossible to have a message in "send e-mail folder" with a specific date and timeIt is considered forensic evidenceAny 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 impossibleAnd 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 requestAnd 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 managementAgain, 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 folldocumentation on a phone conversation and it is a very polite complaint? Issue 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 productsEven a reminder a week before could have helpedIssue5: 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 weekExplanation 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 timeTheir website is so badly designed, you cannot put a general hold to orders; you have to unclick one by one for each weekAnd the default is the deliveryApparently, 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 deliveryThe total amount of time I spent on the phone with the customer service on July 21st was almost 1-hour; min to be more preciseLet’s estimate the May 24th phone conversation as minThat 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 advanceThat 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 aheadWhereas they do not let the poor customers plan ahead and do not show the curtesy to send out a confirmationSo, 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 wordsIf they do not acknowledge their mistake and provide better services; I am afraid many more customers would be affected by these practicesI would demand the full amount for refund and an apology letter from the upper managementThanks so much for your patience! Kindest regards, ***PS:I combined all the e-mail correspondences as a single PDF file as evidence to all the issues presented above
This customer placed an online order in which she agreed to a recurring orderThis is listed in our Terms and Conditions in which she must agree to in order to proceed with her orderHad the customer read her receipt, or the T&C she agreed to, she would have seen she did not place a “one week order”We explain our billing practice in our Terms and ConditionsWe also spell it out for our members in our FAQsWe have canceled her second order and refund the second paymentThank You [redacted] Member Service Manager
Good Afternoon! [redacted] went online on Sunday at 4:pm to place her order as well as her mother’s order on hold for the shipping week of 4/18/and 4/25/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 to 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 attachmentThank You [redacted] Member Service Manager
We have had many communications with this customer and none of them revolved around these latest new concernsAll orders placed through BistroMD are for a subscription to weekly recurring ordersThe customer is notified that they must contact member service to stop future shipmentsEach new member must agree and confirm that they have read and understand our Terms and Conditions or we will not ship the orderThis customer ordered in December under a particular email addressShe had called us that same day and asked for the order to be one week only, which we honored She obviously understood that BistroMD was a weekly subscription plan by her actions with this first orderHer mother enjoyed the meals so much that the daughter placed another order at the end of January, using a different email address, so we set her up as a subscription customer with recurring weekly ordersShe created a customized menu for her first order and that menu was sent to her mother for the first week 1/26/However she never called or email us to customize or stop future orders The second order was shipped on 2/5/18.On 2/10/she emailed us and said we sent the incorrect mealsExplaining her mother has allergies, cannot eat pork or spicy foodsAt this point she requested to cancel future orders, which we did, however her request came in after the order had already processed Our weekly deadlines were communicated to her multiple times using multiple communication channels We explained to this customer that she customized her first menu, however she did not customize or request any changes to her second or third menus, therefore she received our standard dietitian menuWe were not notified of her mother’s allergies or inability to eat certain proteins or spicesHad we known, we could have removed these ingredients from her profile as we do for thousands of other customers on a weekly basisWe could only assume she knew how to customize her menus as she had done so with her first orderShe first asked for a credit for these two shipments towards future deliveries, which is not an action taken by someone who is concerned about the delivery process or the quality of the food We did meet her half way by providing a refund on the final order even though the errors were due to her not following the simple instructions providedShe followed the steps to customize the first order but declined to do so with the subsequent orders Our refund for the final order was made in good faith, and should in no way be construed that we agree with any of these outlandish and falsified claims The refund for the last order was not required under the Term and Conditions she agreed to when she placed the orderGiven the history with this customer we find her statements regarding quality of the food to be disingenuousWe view her threats to defame our business through this and other public means on the basis of these wild and provably accusations a very serious matter
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]
There seems be to some discrepancies with what this customer is allegingShe did place her order online and customized her menu to her likingShe first contacted our Customer Service team on 8/5/at 3:51pm, her food had arrived almost hours earlierNothing was mentioned about the food being thawed or food that food was spilled in the bottom of the coolerShe did however have questions with storing, heating, nutritional information as well as the cost for the second weekWe happily provided her with all the answers to her questionsOn 8/7/we received an email asking to speak with someone to cancel as well as a refundAgain nothing about food being thawed or food not properly sealedWe sent an email confirming the cancellation of the second orderOn 8/8/we spoke with her and she asked for a refundShe said the meals are not what she wantedSince 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 tasteAgain nothing was said about the condition of the food upon arrival being an issueShe had accepted the 25% refund and thanked us for our helpEven our email to her mentioned that she did not enjoy the foodNo mention of a supervisor calling her backShe called back on 8/16/saying no supervisor called her backWe did have our lead supervisor speak with herDuring 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 basisThe 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 rightThe customer said “ok- just thought I would ask” Again nothing about thawed or broken entreesAlso 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 returnsWe have not hung up on this customer upon notification of her nameThe 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 baggieWhenever there is an issue with a shipment we always request picturesWe 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 foodIt 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 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 am not satisfied with this response because:At the time I made this complaint the refund BISTRO MD is referring to had already been made to my accountMy Revdex.com complaint was made to address the THIRD and truly final order of BISTRO MD food products that I was billed $for as wellBut still has not been refunded to methe third and final order of BISTROMD was unacceptable and should be refunded in full to me for the following reasons:Athe food in the box was NOT the food requestedIt was not diabetic, it contained pork and shellfish, it was not KosherIt was a computer generated menu , not a handpicked menu of diabetic, low salt, kosher meals and-Bthe third and final order JUST like the second order that they DID refund the identical amount for $169.90( previous to my making this complaint about the third and actual final order) was not only not the food described but was DEFROSTED, the TV dinner trays were cracked and unsealed, and as such were of such low quality and in such poor packing conditions when they ARRIVED that the food was completely spoiled and not fit for consumption, in fact, consuming any of the third and final order in the condition which it arrived would have caused significant damage to my mother healthI will still only be satisfied with a full refund of $of the THIRD and FINAL order from BISTROMDThanks so much for your assistance and attention to this refund request.Even when BISTROMD finally gives me the refund for the third and final order which ARRIVED defrosted in unsealed, broken TV trays which were inedible, I will still want to the Revdex.com to alert other consumers to the dangers of using this company for ordering food that should be regulated by an MD , as BISTROMD imply that they are doing so by putting MD in the title of this specific line of TV dinners.Also, I would like the Revdex.com to alert other consumers in the NON- MD approved formulation of these TV dinners end up costing (with S& H) $a piece for inedible, unsealed already melting and defrosted TV dinners delivered a week or two late Thank you very much for your attention to this aspect of consumer fraud in advertising as well.Please feel free to call me again for further clarification on why I am still demanding a refund for the third and final order which has not yet posted to my bank account [redacted] *** Regards, [redacted] ***
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 $for [redacted] ***
I am sorry for the inconvenience and struggles that you have encountered with our serviceI talked to you personally on Facebook in regards to the issuesI will cancel you out and refund your paymentWe send a notification that lets you know a date that service is coming upIt is not set in stone you can always change thatNo call were made until after the service was completedservice is also outside only unless the inside is requestedAgain I'm sorry for the confusionPlease call us so we can refund you and terminate your service
We had provided her with everything to be successful on our program
Initial Business Response / [redacted] (1000, 5, 2015/09/09) */ Hello Mrs***, Everything we typically offer is for a month agreementThis is usually explained several times before serviceOnce when you set up service2ndly at the door before the technician treatsIt also sates this information on the agreement that was signedWe are not trying to get you to pay for anything we didn't doThere is a guarantee with our service that allows us to come out and treat as many times as it takes to rid the problem in between your service dates at no extra chargeWe attempted to call you and left a messages trying to resolve the issueWe would like to address the issue to get everything taken care ofYour number is currently not in service so please call us when availableMy name is Shawn and you can reach me at XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) The last person who treated my property explained that this kind of treatment should have been done every timeThis had not been explained to me before Final Business Response / [redacted] (4000, 10, 2015/09/10) */ I do apologize that wasn't explainedThat salesman no longer works for our companyWe are more than willing to refund you your moneyThat's why we guarantee our workWe aren't trying to charge you for any services you feel were unsatisfactoryAgain I apologize for the inconvenience and we would like to right the situationPlease call me [redacted] A Plus Pest Control General Manager XXX-XXX-XXXX
Good Afternoon! Even though the customer did not properly cancel their order within the deadlineI have refunded her second payment in the amount of $Transaction ID [redacted] However we will not be refunding for overdraft fees We received an order for the customer’s sister on 3/4/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
Initial Business Response / [redacted] (1000, 5, 2016/01/12) */ I am very sorry that you have had an issue with serviceWhen nobody is home we treat the outside but you have unlimited re services to guarantee our workWe will come back as many times as we need to so that the problem is taken care ofWe don't like for you to feel like we charged you for something you didn't receiveI would be happy to refund you for the service you were unhappy withPlease give me a call so I can resolve this issueAgain I would like to apologize for any problems [redacted] General manager XXX-XXX-XXXX
I would like o apologize for any inconvenience that we may have caused youWe typically require an outside spray to contain any further infestation from occurringWithout treating the outside regularly the problem will get worseWe definitely don't want you to think you were scammedEveryone of our customers are on a month agreement which is bi monthly maintenanceIf you are unhappy with he service we would be happy to offer you a refund for services that you feel are unsatisfactory I am the branch manager and would love to fix this for you personallyPlease call [redacted] and ask for ***Thanks for your time and again sorry for the issues
Please see attached documents which shows we do not say deliveries are on Monday
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I purchased the meals in good faith, expecting all contents to be shipped undamaged and not contaminatedInstead, I received a broken bag with dry ice covering all of the containersNever did I use the word "sealed"....and without inspecting each individual plastic tray with a "fine tooth comb" I could NOT be assured that the plastic containers were not in some way compromised(with the exception of the obvious one that had burst open by the sub-zero temperature)Why would I (at age and with a history of bowel problems) take a RISK to my health and eat this food? Would anyone expect their mother to do this? What if one or more of the other containers had a hairline crack and the food was contaminated? Why would a company be willing to take on this risk? Why would a company not provide a Customer with a "satisfactory" solution? Why wouldn't they want to rectify a situation that CLEARLY was not my fault?No, I am not at all satisfied with their proposed resolution, and will not be satisfied until I receive what is owed to meA full refund of my purchase
On 2/we refunded $back to the original card you paid with
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Their response is not accurate My complaint from the get go and with all of my calls was the condition of the foodI have never read any of their Facebook postI simply went on there to make my own post with my experience as I previously stated someone else had a similar experienceWhich they have been removed my posting and her posting and blocked us from FacebookAll of that is just extra details on poor customer service and has nothing to do with the condition of my arrival of my food The only reason there was a phone call about refunding the second week's order is because I was charged without ever placing an order and they told me we bill *** and so they said yes no problem we can cancel and refund and stop that orderAnd I told them I was wanting to cancel it because other issue still had not been resolved It appears to me the company is wanting to pick and choose what it is the report from my customer service experience and or change itThat is following suit with previous customer service experience of we will have a supervisor call you and then tell me I spoke with the supervisorAnd not honoring their case by case return basisAs I mentioned in my original complaint they told me they did not accept returns and I told them I was happy to send it just so they know I was not consuming it I offered to send pictures of the condition of my food and the rep absolutely told me To refreeze it in a Ziploc bag 1,000,000% that came from a wrap this company is fraud fraud fraud others need to be warned I never even tasted the foodI couldn'tAnd while yes they sent me snacks that are like a cracker type basis those are still in my pantry unopened and able to be returned .Regards,
*** ***
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Business Bureau:I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.It is APPALLING that all of the customer service reps and their supervisors and even *** ***, a corporate executive of BISTROMD are literally LYING to the Revdex.com resolution specialist and getting away with it!! They lied to the Revdex.com just last week when they tried to pretend they refunded my $by calling it a refund for my " final order" but didn't tell the Revdex.com rep that they had did refund the second and last order made by me, not their auto debit recurring order scam payment process They only refunded one BOGUS order of rotting, defrosted, germ filled food? in cracked with seals broken TV dinner tray containers containing uncooked fish, chicken and pork WHICH I NEVER EVEN ORDERED!! They also state that no one in *** ** where they are based has complained about their horrible scam which is taking money out of the hands of senior citizens and the disabled patients who need MD certified meals delivered to their house or nursing home , which these $dollar a piece "tv dinners" are definitely not, There is no Medical Doctor who works, or ever certified the " food stuff" that they shoot out at you and recurring billing which is impossible to figure out, let alone stop without complaining to your own bank and stopping payment and having the ATM card destroyed! at BISTRO MD!I am copying here just of the dozens of *** resident complaints about BISTROMD: "I ordered one of their basic packages consisting of meals and the accompanying snacksThe food arrived and it was not properly package during shipping and it was not frozenAnd about half of them were not sealed food itemsWhen I called the company they told me they were fine but to put them ina Ziploc bag and refreeze themI tried to explain to them that that's not appropriate and asked to speak to a supervisorI was told there was not one available at the moment and one would call me back in a couple daysAfter not hearing from anyone, I called the company back againThis time I called and they said oh you already spoke to supervisor, The rep you spoke to last time was a supervisor, there's nothing we can do for youI offered multiple times to return the food so that they would know that I was not consuming it I offered to send pictures and they were not interested in any of itThey did not offer to replace any of it eitherI called back to other times and try to have the same conversation across the next week and had no results""I contacted customer support online again and they ended the chat on meI tried calling times during their business hours and no answer anytime even though I was just chatting with someone onlineI am so angry and terrible disappointed about this program and their customer supportI will never order from them again!!!! "now if the Revdex.com in VA has no power over s company whose reps actually LIE to them in order to get out of making refunds, the what is the pointof this process? How can they let BISTROMD have a B-plus rating when dozens of *** residents have all complained about the EXACTLY same things: ROTTEN FOOD PRODUCTS. 2.HOSTILE CUSTOMER SERVICE REPS WHO do not answer phone, or hang up on you AND NO REFUNDS GIVEN WITHOUT A LONG BATTLE- OR AT ALL -even complaining to the Revdex.com doesn't frighten them into being honest with the Revdex.com investigator, or dispute specialists or giving a refund to a disabled, Senior customer who did not even order the rotten food they sent her.I will not be satisfied until I get a full refund of $for the actual Final order that they sent without my permission to send it! I will not stop complaining until I receive my $back into my checking account- just like they did for the first order of rotten food, they sent me and then took MY money for this rotten food -right out of my bank account through a bogus confusing scam of recurring order/payment by auto-debit!