ComplaintsforBistroMD

• Initial Complaint

  01/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  11/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  02/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

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

  Business response

  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

  01/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  01/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  01/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  01/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

• Initial Complaint

  12/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My husband and I joined BistroMD food delivery service in January 2022. We canceled our account a month later because food was arriving damaged and we did not like the taste of the food. On 12/8/2022 they re-activated our account without our permission and charged our credit card. They charged our credit card again on 12/20 without our permission. We have sent several emails and have left several voicemails with no response from the company. I sat on hold for 2 hours on 12/20 and 5 hours on 12/21 and no one answered the phone.

  Business response

  12/22/2022

  Good morning,  I apologize if there has been any confusion with your account. We did launch new systems that required members to reactivate their account, but I do not see thatyours has been reactivated and I do not show any charges since April 2022. This has been confirmed with our billing department as well. We did send out clientsan email to reactivate if they would like to proceed but your account was never reactivated.  Sincerely, ******** ******Customer Service ManagerBistroMD

  Customer response

  12/22/2022

  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 was my husband’s account under **** **** that was re-activated, but my credit card was charged on 12/8 and 12/20. Regards, ******* *******

  Business response

  12/27/2022

  Good evening, I apologize for any confusion. Upon researching ***** card on file and your card you had on file, they match. The last 4 digits on both accounts match of *****.  This is the card we refunded.  The transaction ID for the refund is *********** is you need a reference number.  Sincerely, ******** ******Customer Service Manager - bistroMD

  Customer response

  12/28/2022

  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

  12/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I signed up the service and have had multiple charges to my card. When I look on the site it shows no order history. Additionally I have attempted to skip my next shipment and it states I’m unable to do so. It keeps stating processing. I have attempted to call several times and I have not connected with a customer service agent. No one has answered the call. I no longer want the service and I need to cancel. 1 was charged 138.03 and have had 4 charges since then. The attached document shows the only billing invoice that says my total.

  Business response

  12/16/2022

  Hello, We are terribly sorry that you were overcharged. We have recently switched systems and a billing error did occur. All charges have been voided on the account with the exception of one and those voids will fall off of your credit card within 7-10 business days. We sincerely apologize for the billing issue . We have experienced very high call volume due to these errors and we are sorry you couldn't get through.  I am cancelling your account today so no further shipments will be coming your way.  We apologize again for any inconvenience. 

  Customer response

  12/19/2022

  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

  11/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Cyber Monday (11/28) my husband and I purchased 2 new member plans for 1 week each of food. The plan included 7 days of food and snacks. When we checked out, we had 2 coupon codes NEW25 (for new customers) and SAVE40 (for the cyber Monday sale). These codes were applied to the account and we paid and received a confirmation email. There is NO FINE PRINT OR DISCLAIMER written on the site that 2 coupons were not able to be applied at the same time. Also, the computer was able to process both coupons. By law, they need to honor the prices we paid online. We received a call on (11/29) saying that they will not honor the NEW25 code because only one code is allowed. Even after informing them that they had zero policy on the site or disclaimer or FINE PRINT they still did not honor the price we paid. My husband and I would like the 7 day plan plus snack honored for the both of us at the price we paid on 11/28 which was $69.23 for me Order# ****** & $75.35 for him Order# ******. It is not our fault that they were incorrect.

  Business response

  12/17/2022

  Thank you for reaching out.  Both of these orders were shipped to both clients.  Tracking number ************ and ************Not only were both shipments provided, we in error, refunded **** ******* his $75.35 back which the refund settled on 12/2/22.******** ******* was only charged $69.23.   In summary, **** received a free box of food and ******** was charged was she was hopingfor of $69.23.  Please reach out if we can be of further assistance. I can also provide billing documentation if needed and screen shots ofthe items delivered to their home. 

*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. ↩