donna b.

They're helpful and fair. I had leaking gin and they refunded me for all fo the bottles. They should have and they did.

UPDATE: After 4 days, several emails and phone calls, I was called back by Kimberly in management at bistroMD. She was very nice and sorry there was hair in my food. Kimberly refunded the money for the entire shipment of food that had hair in it, not just the one meal. She offered me a one week reduced rate inducement to return, unfortunately, I have lost confidence and I have to protect husband (on chemo) and myself.

Four of us joined this program together and we just quit after 6 weeks due to bad food, bad deliveries, and bad responses to our issues culminating in me finding HAIR IN MY FOOD. UGH. I took pictures, gave the code numbers on the cardboard sleeve of the meal and sent my problem off to customer service and the dietitian. The tepid response I received was a standard email-- "Sorry for the hair, we're taking off $10 for the cost of the meal which should show up in several days on your account." I never heard from the dietician. (I have saved the hair and the sleeve as DNA evidence that the hair was not mine or anyone else's but a bistroMD employee.)

If I was the owner and heard that protocol was broken and someone had gotten hair in the food, I would have been apoplectic. I would have called the customer personally to express my horror that their food had been tainted. But no call. The next day I called and spoke to someone -- expressing MY horror at finding hair imbedded in my mashed sweet potatoes and then the tepid response to it. The guy on the phone said he would have management call me. Four days have passed and no one from bistroMD has called me. They obviously do not care. I have a freezer full of food that I don't want to eat but I am out a lot of money. I'm disgusted in every way. (The 4 of us quit. I told the guy they want referrals-- I asked him what he thought I was going to say now?)

Other issues? The first 2-3 weeks of the diet you have to order food without any knowledge of what it tastes like or what you might like. You're at the mercy of the dietician's choices. I noticed the 3 people I joined with were offered food choices I was not offered. I wrote and asked and was told everyone is different. I wrote back and said I understand that but we were all on the same diet so... Then I notice that 70 meals have been removed from my list of choices-- I called this time (waited forever on hold) and spoke with someone who said that 70 meals had inadvertently been removed from my list and will be put back. I said I was upset and wanted to talk with someone because I had limited menu choices and felt deprived (and obviously, I didn't remove the food from the list because I wouldn't even know how or what to do with that as I had not eaten any of the food yet.) Nothing happened to address me going 3 weeks without food choices and being plagued with food I could barely choke down. All that was said was, "Well- it's all straightened out now. Sorry for the inconvenience." If the person I had originally asked about the problem had looked into it rather than send a rote reply of "everyone is different" the problem would have been discovered and resolved sooner.

Then there were issues of the few foods we liked and wanted to order that weren't offered or available. My husband wrote 3 times without response. Finally on the 4th email he got a response: "Sorry! Food runs out that is popular, so, order right away when your menu comes out." Even in doing that-- there were still choices that were never available.

There were deliveries that never came. There were mix-ups in orders and the wrong food sent. Hey-- I get nothing is perfect this side of heaven-- but when customer service doesn't help-- what's the point? There's absolutely no concern for the consumer. Saying "sorry" without actually doing anything or expressing concern in a real way besides a standard email is not service.

Oh-- and their self help group on FaceBook? They delete anything they don't like. Not a free society on there. I was canceled and deleted immediately. (And while a member-- I saw posts deleted, and people saying their posts were deleted.) If they paid as much attention to their customers as they do trolling their FaceBook page to censor it-- maybe I wouldn't have to write a poor review.

DO NOT USE THIS PLAN. I am trying to help you.

I am torn with the amount of stars to give because now everything is fine and I got a full refund. If only it hadn't taken several emails, a trip to UPS after packing up the return, writing 2 public unsatisfactory reviews, and also saying my experience was bad to a DENY questionnaire. They have issued me a FULL refund and did not have to pay $42 to return the curtains. Thank you, DENY, for doing what you promised to do. I appreciate it. The company has great designs. Truly wonderful. Wish the quality was better. But I am satisfied now. Again-- thank you.