Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/30/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started using bistro MD over two years ago – they have been fantastic! Customer service was excellent, and the meals were always in frozen condition, tasty, and arrived on time. However, in the past couple of months,there have been many irregularities. Last week, I never received my order and was never notified – when I didn't see it on the normal , I called and they said it was an error in their system that canceled the order out. So I had to wait another week fora new order. Now, I was supposed to receive my order today, and ***** has not even received the package – only a label has created. The orders are always generated on Mondays and I always receive them on Wednesdays. This order has not even shipped so by the timeI receive it, it is going to be thawed outand not edible. I have been on hold with customer service for over an hour and it disconnects after you are on hold for a long time. I emailed and I'm waiting for a response. This is unacceptable as these meals are not cheap.

  Business Response

  Date: 01/31/2025

  Good afternoon! We apologize for this inconvenience. I see that this week's shipment has not been updated for order *********. A refund has been issued for this week's order. I have escalated this issue to our Fulfillment Center to attempt to avoid this issue in the future. We again are very sorry for all of the issues. Thank you!

  Customer Answer

  Date: 01/31/2025

  I have reviewed the response made by the business in reference to complaint ID ********, 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, ******* ******

• Initial Complaint

  Date:01/17/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My first transaction took place on December 31, 2024, and the second one on January 8, 2025, with a total of $428.40 for both orders. After the first order never arrived, I made numerous attempts to call and cancel, as well as request a refund. However, each time I called, I was placed on hold for approximately 10 minutes before the call would abruptly disconnect. I also tried to cancel through their website, but there were no clear options available to do so. Despite sending multiple emails, the responses I received were consistently delayed. To make matters worse, I was charged for the second order, despite still not having received either of the boxes. Given that these are food items, it’s likely they are spoiled at this point. Eventually, the company emailed me stating they would refund only $19.95 of the $428.40, which is completely inadequate. I am requesting a full refund for the total amount and feel it is important to share my experience to warn others that this company may be either a scam or at the very least extremely disorganized in handling their orders and customer service.

  Business Response

  Date: 01/17/2025

  I would like to apologize for this inconvenience. We have been experiencing high call and email volume as well as experienced a delay in our fulfillment center. I have reviewed the account and found that the orders did not ship as they were meant to. I have issued a refund in the total amount of $428.40. Please allow 5-7 business days for this credit to appear on your card. We would like to have the opportunity to assist you in the future. 

• Initial Complaint

  Date:01/16/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am/ was a new customer I tried to view the menu before selecting the type of meals but to no avail. The vegan meals look horrid and I initially wanted to change the type away from vegan but now I WANT to CANCEL my subscription And get refunded Then I tried to change it on the website but also to no avail Then I called (4 times over 2 days) I left messages , no calls back to me Then I emailed (3 times over 2 days) … no replies The website says to cancel I have to contact customer service but .,,.. they are unreachable

  Business Response

  Date: 01/17/2025

  We apologize for the inconvenience; our phones and emails have been experiencing extremely high volume. We have cancelled your order and issued a refund in amount $100.67, please allow 5-7 business days for this to reflect on your card. We would like the opportunity to assist you in the future. We again do apologize for this experience. 

  Customer Answer

  Date: 01/22/2025

  I have reviewed the response made by the business in reference to complaint ID ********, 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, ***** ********

• Initial Complaint

  Date:01/31/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my food delivery subscription on January 29, 2024. Most importantly, I had only purchased meals made by your dieticians for only one week - the week of January 15, 2024. I had placed my plan on SKIP for two weeks until next week, February 5, 2024, as seen in the images below. I want this to be known because there is no reason to charge me for a subscription if my plan was on SKIP for the week the meals were charged. Therefore, since my plan was on SKIP and I canceled on the 29th of January, there was no reason that an order should have left your warehouse and shipped out to me. Moreover, I do not eat beef, fish, or pork. However, your company decided to send out a shipment of this specifc food - which I will not eat. This frozen food will be returned to your business by ***** if it is delivered to me. I need your company to cancel this order immediately and refund me for an order that I never placed on my own free will. I did everything I could to make sure I was not charged for an order of meals that I would never eat. If you do not refund me and cancel this shipment, I will be contacting my bank and pursue this higher than BBB. ****** *******

  Business Response

  Date: 01/31/2024

  Good morning, Unfortunately your account was not skipped for this week and the deadline to stop your orderwas January 28th 2024.  You closed your account the following day, January 29 2024 when your order was alreadyin process. Because we ship perishable foods we can not reroute your shipment.  This weeks shipmentwill be the last shipment you will receive. 

  Customer Answer

  Date: 01/31/2024

  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 cancelled an order on a week that was on SKIP. Thete was no reason to charge me. Regards, ****** ******* 

  Business Response

  Date: 02/02/2024

  As discussed previously, the account did not have a hold for this week. We do keep timestamps when holds are in place within our systems and we could not locate any timestamps for any holds for this weeks delivery. Due to the items being perishable, we are unable to reroute the shipment as well.  This weeks delivery will be your last from bistroMD. 

• Initial Complaint

  Date:11/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  11/14/23 I was charged 208.34 for a food delivery order. The food was inedible and some had freezer burn, despite what the customer service rep said (he did not see what I did). I requested a refund and got a non-answer that appeared boilerplate.

  Business Response

  Date: 11/26/2023

  Good afternoon,I am very sorry to hear you did not enjoy some of the entrees and snacks.  Because each of us have our own personal and unique taste preferences, we typically do not refund on the basis of taste. I will however have a senior agent reach out to you on Monday, 11/27/23, so we can discuss resolution for you. I appreciate your feedback and we look forward to speaking with you tomorrow. Sincerely, ******** ******Customer Service ManagerbistroMD 

• Initial Complaint

  Date:02/23/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Account will not cancel. Based on the reviews the Company seems to be scamming tons of Americans. Definitely going to attorney general.

  Business Response

  Date: 02/24/2023

  Hello ******, I am sorry you were unable to cancel online. It looks like you emailed in yesterday and we sent an email confirmation that we have refunded your accountand closed the account. Please allow 7-10 business days for the refund to process. If we can be of further assistance, please reach out and I again apologizeyou were having issues cancelling. I have reported the issue to our IT department for further review. Sincerely, ******** ******Customer Service Manager BistroMD

• Initial Complaint

  Date:01/12/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a customer of Bistromd.com meal delivery service. They took my money $169.85 but did not deliver my food on the scheduled date, 1/11/2023. Both 1/11/2023 and 1/12/2023 (today), I tried to log in to ************** to resolve the issue, but my credentials no longer work. I tried the password recovery option, but the site said there was no account with my email. Yet the same day, I received an account-specific marketing email at the same address. I have spent over 1 hr on hold, twice, on their customer service phone line - which is abnormal, they used to answer within 15 min. I have tried contacting them on ********, *******, and ********, but have received no response. There is no other way to contact them, or to get into my account. At this point, they are just stealing from me, and I will have to cancel my debit card if I can't find a way to get them to stop billing me. I also need a refund for this week's non-delivery.

  Business Response

  Date: 01/24/2023

  Hello, It appears as though your issue has been resolved and I sincerely apologize for the delayed response.  A refund was issued for your first shipment in the amount of $169.85 on 1/15/23 and your second shipment arrived on 1/18/23.I see that your account has been closed as well.  Please reach out if we can be of any further assistance and our apologies for any inconvenience this may have caused. Sincerely, ******** ******Customer Service Manager 

  Customer Answer

  Date: 02/24/2023

  I have reviewed the response made by the business in reference to complaint ID ********, 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, ****** *****

• Initial Complaint

  Date:01/11/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have subscribed to a weekly 10 meal plan. For the past two weeks, bistroMD failed to deliver my meals. When I call to inquire no one answers. When I inquire via email no one responds. BistroMD has missed weekly meal deliveries in the past as well

  Business Response

  Date: 01/16/2023

  Good evening, I am very sorry to hear you have not received shipments for the last 2 weeks. We have been experiencing systemic issues that have impacted some of our customers and we are lookinginto how this happened.  I see you have closed your account with us at this time. We sincerely apologize for your disruption in service and hope you would consider coming back as thisissue seems to be resolved now. You can reactivate your account by logging into your portal with your email and password and clicking on 'Shop Now'.We do apologize for the inconvenience this has caused you. Sincerely, ******** ******BistroMD- Customer Service Manager

  Customer Answer

  Date: 01/16/2023

  I have reviewed the response made by the business in reference to complaint ID ********* and would discourage others from working with this company.  I placed orders and was counting on them to deliver the meals necessary to maintain my specific dietary needs. On the several occasions the meals were not delivered I would reach to their support and received no assistance.  As a matter of fact the only response I ever did receive was due to ***.  Pretty frustrating. Regards, **** *********

• Initial Complaint

  Date:01/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  No customer service and they charge me a second time on the 26th for jan 4th meal delivery without my consent, when i had went online to skip the delivery for week of Jan 4th on the dec24th. I had called 3 times total on the 22nd and 23rd, placed on hold for over 75 minutes for the 1st and 2nd call, but still got no agent. On the 3rd time I called, which was around 1130am est on the 23rd, my called was dropped at 12 pm est noon because they turned their call system off for all people on hold. I immediately called back and the recordings told me the call center is now closed. I then switched to emailing support, 3 times total once on the 23rd, once on 25th and once on the 29th. For the first 2 emails, i asked them to change my start date to Jan 11th, and on the 29th, I asked them why they charge me again on the 26th for another week when I had already selected skip jan4th and requested a refund. I have yet review any support on my issue. It is now Jan 3rd, 11th days since I contacted them and still no response from bistromd. If there is no resolution soon, I will cancel this service asap as the us government provides better support than this company. Very disappointed so far.

  Business Response

  Date: 01/04/2023

  Hello *****, I sincerely apologize you have not been able to reach an agent and that hold times are quite long at this time. I have researched your account and see you have only received two shipments but were charged twice for this last one. This was a systemic error and is being reviewed by our IT team. I have issued you a refund in the amount of $169.85 today. Please allow 7-10 business days for this credit to reflect back to your account.  We apologize for any inconvenience this has caused you.Sincerely, ******** ******Customer Service Manager - BistroMD

• Initial Complaint

  Date:01/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased their meal delivery service on 12/31, they don’t show you full menu details until purchase completed. Upon seeing the menu it was clear they did not meet the dietary guidelines they were promising. Wanted to cancel immediately, however website wouldn’t allow me to access the account to cancel. They still charged me $149.90, even though the site acts as if I never placed an order. I have emailed and called customer service to no response, aside from an automated message. I need this cancelled or they will continue to bill me and send food I can’t eat with my health restrictions.

  Business Response

  Date: 01/04/2023

  Hi *******, I am sorry to hear our program isn't going to work out for you and that you couldn't cancel after you ordered. Researching your account I can see you reached out to usvia email on 1/1 to cancel the first order however our office was closed until 1/3.  Looks like a shipment is on the way but I am happy to refund you for the cost of the full shipment. You will see a total of $149.90 reflect back to your card within 7-10 business days.  The refund will be in the amount of $37.48 and $112.42. I apologize for the two separate refunds. An agent refunded you $37.48 today since you did not get the full first week discount and now, I am refunding you the remaining cost. Thank you for reaching out and I apologize for any inconvenience this has caused. Sincerely, ******** ******Customer Service Manager- BistroMD