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.
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]
: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]
Initial Business Response /* (1000, 5, 2015/09/09) */
Hello Mrs. [redacted],
Everything we typically offer is for a 12 month agreement. This is usually explained several times before service. Once when you set up service. 2ndly at the door before the technician treats. It also sates this information...
on the agreement that was signed. We are not trying to get you to pay for anything we didn't do. There 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 charge. We attempted to call you and left a messages trying to resolve the issue. We would like to address the issue to get everything taken care of. Your number is currently not in service so please call us when available. My name is Shawn and you can reach me at XXX-XXX-XXXX.
Initial Consumer Rebuttal /* (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 time. This had not been explained to me before.
Final Business Response /* (4000, 10, 2015/09/10) */
I do apologize that wasn't explained. That salesman no longer works for our company. We are more than willing to refund you your money. That's why we guarantee our work. We aren't trying to charge you for any services you feel were unsatisfactory. Again I apologize for the inconvenience and we would like to right the situation. Please call me.
[redacted]
A Plus Pest Control
General Manager
XXX-XXX-XXXX
I would like o apologize for any inconvenience that we may have caused you. We typically require an outside spray to contain any further infestation from occurring. Without treating the outside regularly the problem will get worse. We definitely don't want you to think you were scammed. Everyone of...
our customers are on a 12 month agreement which is bi monthly maintenance. If 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 personally. Please call [redacted] and ask for [redacted]. Thanks for your time and again sorry for the issues.
Initial Business Response /* (1000, 5, 2016/01/12) */
I am very sorry that you have had an issue with service. When nobody is home we treat the outside but you have unlimited re services to guarantee our work. We will come back as many times as we need to so that the problem is taken care of. We...
don't like for you to feel like we charged you for something you didn't receive. I would be happy to refund you for the service you were unhappy with. Please give me a call so I can resolve this issue. Again I would like to apologize for any problems.
[redacted]
General manager
XXX-XXX-XXXX
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
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]
We have had many communications with this customer and none of them revolved around these latest new concerns. All orders placed through BistroMD are for a subscription to weekly recurring orders. The customer is notified that they must contact member service to stop future shipments. Each new...
member must agree and confirm that they have read and understand our Terms and Conditions or we will not ship the order. This customer ordered in December under a particular email address. She 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 order. Her 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 orders. She created a customized menu for her first order and that menu was sent to her mother for the first week 1/26/18. However she never called or email us to customize or stop future orders. The second order was shipped on 2/5/18.On 2/10/18 she emailed us and said we sent the incorrect meals. Explaining her mother has allergies, cannot eat pork or spicy foods. At 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 menu. We were not notified of her mother’s allergies or inability to eat certain proteins or spices. Had we known, we could have removed these ingredients from her profile as we do for thousands of other customers on a weekly basis. We could only assume she knew how to customize her menus as she had done so with her first order. She 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 provided. She 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 order. Given the history with this customer we find her statements regarding quality of the food to be disingenuous. We view her threats to defame our business through this and other public means on the basis of these wild and provably false accusations a very serious matter.
Initial Business Response /* (1000, 10, 2015/11/12) */
Contact Name and Title: [redacted] General M
Contact Phone: XXX-XXX-XXXX ext 201
Contact Email: [redacted]@apluspestcontrol.com
Mrs Shelton, I am very sorry that you didn't receive the service you had planned on. We pride ourselves in our...
work and go to great lengths to make sure our customers are satisfied. If you don't think that you have got what you paid for I would be happy to cancel your service out and resolve the situation. Again I want to apologize. We don't like things to escalate to this point. If you would please call me I would be glad to take care of this immediately.
Thanks for your time,
[redacted]
A Plus Pest Control
General Manager
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (2000, 12, 2015/11/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The manager of the company contacted us in a timely manner and apologized for the treatment we had received.
He offered to correct the problem and stated it would not happen again and the previous actions did represent his company. Our concerns were taken seriously and sub-standard employees were released. A + Pest Control came back to our house and performed the services to our satisfaction.
I am sorry for the inconvenience and struggles that you have encountered with our service. I talked to you personally on Facebook in regards to the issues. I will cancel you out and refund your payment. We send a notification that lets you know a date that service is coming up. It is not set in...
stone you can always change that. No call were made until after the service was completed. Normal service is also outside only unless the inside is requested. Again I'm sorry for the confusion. Please call us so we can refund you and terminate your service.
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.
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]
: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]
Initial Business Response /* (1000, 5, 2015/09/09) */
Hello Mrs. [redacted],
Everything we typically offer is for a 12 month agreement. This is usually explained several times before service. Once when you set up service. 2ndly at the door before the technician treats. It also sates this information...
on the agreement that was signed. We are not trying to get you to pay for anything we didn't do. There 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 charge. We attempted to call you and left a messages trying to resolve the issue. We would like to address the issue to get everything taken care of. Your number is currently not in service so please call us when available. My name is Shawn and you can reach me at XXX-XXX-XXXX.
Initial Consumer Rebuttal /* (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 time. This had not been explained to me before.
Final Business Response /* (4000, 10, 2015/09/10) */
I do apologize that wasn't explained. That salesman no longer works for our company. We are more than willing to refund you your money. That's why we guarantee our work. We aren't trying to charge you for any services you feel were unsatisfactory. Again I apologize for the inconvenience and we would like to right the situation. Please call me.
[redacted]
A Plus Pest Control
General Manager
XXX-XXX-XXXX
I would like o apologize for any inconvenience that we may have caused you. We typically require an outside spray to contain any further infestation from occurring. Without treating the outside regularly the problem will get worse. We definitely don't want you to think you were scammed. Everyone of...
our customers are on a 12 month agreement which is bi monthly maintenance. If 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 personally. Please call [redacted] and ask for [redacted]. Thanks for your time and again sorry for the issues.
Initial Business Response /* (1000, 5, 2016/01/12) */
I am very sorry that you have had an issue with service. When nobody is home we treat the outside but you have unlimited re services to guarantee our work. We will come back as many times as we need to so that the problem is taken care of. We...
don't like for you to feel like we charged you for something you didn't receive. I would be happy to refund you for the service you were unhappy with. Please give me a call so I can resolve this issue. Again I would like to apologize for any problems.
[redacted]
General manager
XXX-XXX-XXXX
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
We have processed a refund in the amount of $75.91 for [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]
We had provided her with everything to be successful on our program.
We have had many communications with this customer and none of them revolved around these latest new concerns. All orders placed through BistroMD are for a subscription to weekly recurring orders. The customer is notified that they must contact member service to stop future shipments. Each new...
member must agree and confirm that they have read and understand our Terms and Conditions or we will not ship the order. This customer ordered in December under a particular email address. She 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 order. Her 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 orders. She created a customized menu for her first order and that menu was sent to her mother for the first week 1/26/18. However she never called or email us to customize or stop future orders. The second order was shipped on 2/5/18.On 2/10/18 she emailed us and said we sent the incorrect meals. Explaining her mother has allergies, cannot eat pork or spicy foods. At 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 menu. We were not notified of her mother’s allergies or inability to eat certain proteins or spices. Had we known, we could have removed these ingredients from her profile as we do for thousands of other customers on a weekly basis. We could only assume she knew how to customize her menus as she had done so with her first order. She 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 provided. She 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 order. Given the history with this customer we find her statements regarding quality of the food to be disingenuous. We view her threats to defame our business through this and other public means on the basis of these wild and provably false accusations a very serious matter.
Initial Business Response /* (1000, 10, 2015/11/12) */
Contact Name and Title: [redacted] General M
Contact Phone: XXX-XXX-XXXX ext 201
Contact Email: [redacted]@apluspestcontrol.com
Mrs Shelton, I am very sorry that you didn't receive the service you had planned on. We pride ourselves in our...
work and go to great lengths to make sure our customers are satisfied. If you don't think that you have got what you paid for I would be happy to cancel your service out and resolve the situation. Again I want to apologize. We don't like things to escalate to this point. If you would please call me I would be glad to take care of this immediately.
Thanks for your time,
[redacted]
A Plus Pest Control
General Manager
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (2000, 12, 2015/11/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The manager of the company contacted us in a timely manner and apologized for the treatment we had received.
He offered to correct the problem and stated it would not happen again and the previous actions did represent his company. Our concerns were taken seriously and sub-standard employees were released. A + Pest Control came back to our house and performed the services to our satisfaction.
I am sorry for the inconvenience and struggles that you have encountered with our service. I talked to you personally on Facebook in regards to the issues. I will cancel you out and refund your payment. We send a notification that lets you know a date that service is coming up. It is not set in...
stone you can always change that. No call were made until after the service was completed. Normal service is also outside only unless the inside is requested. Again I'm sorry for the confusion. Please call us so we can refund you and terminate your service.