ComplaintsforBistro MD, LLC

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  There I'm sneaky tactics on trying to get your credit card number before they show you the menu. I did what they wanted me to do and they took $97 from me. And they took it in 5 minutes and I'm still waiting 3 weeks later to get it back

  Business response

  08/05/2024

  Thank you for reaching out to us. ************************* placed their order on 7/25/24 at 8:43am. Customer called on 7/25/24 to cancel and order was cancelled at 10:21am. Since the payment had not settled at that time the order was processed by the bank as a voided transaction. No refund would be needed.
  We do allow all customer to view our menu by going to the ************************ homepage and clicking on Menu at the top of the page before placing an order. 

  Customer response

  08/06/2024

   
  Complaint: 22093390
  
  I am rejecting this response because: they are not telling you the truth. They robbed me. They took $100 from me. Isn't that a crime?The owner should be arrested
  
  Sincerely,
  
  *************************

  Customer response

  08/12/2024

  This is *************************

   

  BistroMD, whose headquarters are in *******, lied about the interactions between them and myself.

   

  I wanted to try their service.   I gave them my credit card, and there was no food I could eat so I cancelled it in 5 minutes.  They agreed to return my $97.16 and gave me a confirmation of the process which was completed. (see below)

   

  They lied to BBB and I want my money back.  I've reported them to reddit and to BBB and now I want to get an attorney to get my money back.

   

  See proof of their email to me confirming my refund.

   

• Initial Complaint

  02/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  This is a second complaint in regards to the unethical practices of BistroMD. After speaking to customer service supervisor, ********, and still having no budge to be listened to, I am writing this conplaint against the ******* branch of BistroMD. I cancelled my food delivery subscription on January 29, ****. Most importantly, I had only purchased meals made by your dieticians for only one week - the week of January 15, ****. I had placed my plan on SKIP for two weeks until next week, February 5, ****, 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

  02/01/2024

  Hello, 

  Thank you for your feedback. We have researched your account thoroughly and our findings are that you unfortunately did not place a hold on your order for this week. We also were not informed until after your shipment was in process to be shipped, that you do not eat pork, fish, or beef. The attachment that you have sent is an email confirmation that indicates that you have closed your account but it also states that you will receive a final shipment if you did not cancel before your customization deadline.

  We have looked at the menu that will be arriving to you this week and see 5 meals that contain fish, beef, and pork. As a compromise and as a courtesy, we would be willing to refund for those 5 meals totaling $70.00

  If this arrangement is agreed upon, I am happy to initiate your refund today. 

   

  Customer response

  02/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I accept the refund of $70.00 for the dishes that I was unable to eat.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered these meals and they are inedible. Asked for refund. Also found plastic in one of the meals.

  Business response

  11/20/2023

  Thank you for reaching out. I am sorry to hear you did not enjoy the meals. Because everyone has their own unique taste preferences, we do not refund on the basis of taste alone unfortunately.   The first week of entrees are discounted by 40% and free shipping along with the options for over 150 entrees to choose from to allow you a chance to try the entrees and decide if you would like to proceed.  I researched your account and did not see any mention of any plastic found in an entree.  We will happily refund you for this specific entree. If you have the lot number for this entree and name of the entree we can pass along this feedback to our kitchen and quality team.  I will have an agent reach out to you directly by phone today to discuss which meal needs to be refunded. 

  Sincerely, 

  *****************************

  Customer Service Manager

• Initial Complaint

  08/24/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered this meal delivery service on August 17, 2023. I canceled the shipment 2 days later on the 19th. Their cancellation policy states that as long as you cancel before the weekly customization deadline, then there shouldnt be any issues refunding my money and the order wont be shipped. I received an email with a tracking number on the 22nd, meaning the order still went through. After contacting support to figure out why my order wasnt canceled. They told me that I have to contact support directly to cancel my order. It doesnt say that anywhere otherwise this wouldnt be an issue. I still got charged $189 for a service that I canceled in time, before their weekly customization deadline. I dont want this service anymore and would also like to return the package when I receive it. Support seems to have stopped responding to me regarding this issue. I need my money refunded as this is an issue on their part. Order number is PR-******. Thank you!

  Business response

  08/24/2023

  Good morning, 

  I have researched your account to see what might have happened that would cause you to receive a second

  order.  When you first signed up for bistroMD, you cannot cancel the first order online. The system does not allow this but there are instructions online stating you must

  reach out to **************** if any changes need to be made during your first order.  It appears that you placed your first order on Aug 9th, 2023

  and then cancelled your program later on Aug 14th, 2023. This ended your subscription with us.  Then, on August 17th, 2023, you

  joined our program again online. This second online purchase is not an extension of the first subscription. This becomes a NEW subscription, therefore,

  when you go through the ordering process online again, this would look like a new (first) order.  In order to cancel your first order, you must reach out to 

  customer service as there is not the capability to do this online. By the time you did reach out to **************** on Aug *********, your order had already been shipped. The deadline to cancel this order

  would have been on 8/20/23 and as mentioned, you would have had to contact ****************. 

  Due to the nature of our product being perishable, we cannot accept returns nor can we re-route the order.  I have verified that your shipment should arrive today

  and that your account is closed so no further deliveries will occur. 

  Sincerely, 

  ****************************;

  **************** Manager - ********************** 

   

  Customer response

  08/24/2023

   
  Complaint: 20511015
  
  I am rejecting this response because: I dont believe that it is stated anywhere that you have to reach out directly to cancel your first order. I received an email saying that it was canceled. Maybe for future purposes that should be put on the cancellation email to inform people who cancel their first order. I would have then been able to reach out to customer service to cancel. It was a surprise to receive an email regarding tracking information after to my knowledge everything was canceled. I understand your policy but it needs to say that somewhere. After customer support told me that is the company policy I looked everywhere and couldnt find that listed anywhere. I couldve over looked it and would appreciate if you could show it to me. I appreciate your response back to me, your customer service team didnt respond to 2 of my emails. And Im not trying to cause trouble, I just dont believe I was in the wrong here. Thank you for your time and consideration!
  
  Sincerely,
  
  *********************************

  Business response

  08/24/2023

  I will attach the pop-up message that is given when you try to cancel your first order. It states "Unable to Process Request. We're sorry, we can't make this change to your first order. 

  Please contact **************************************** or call ************ for assistance." It also appears as though we spoke with your mother today, who after

  speaking with an agent stated she is okay with receiving this last order.  The last two emails were not responded to because of this reason and we also 

  sent an email as confirmation that we spoke and what was discussed.  I will also attach this as well. 

  I apologize for any inconvenience this has caused and do hope you enjoy your last shipment of entrees.

  Sincerely,

  *****************************

  Customer Service Manager. 

   

  Customer response

  08/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  05/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received a shipment of food from Bistro MD on Saturday, April 22. That day, I emailed them to let them know what package of food broke and I could not use that food item. On April 24, a company representative wrote me back to apologize and said they would refund me the $13.00 for the cost of that food item.I have not received the refund to date and have followed up again on May 8 and 13. In the first email, they said the refund would take 5-7 business days and then on the second email they said it could take up to 30(!) days to receive the credit and that it is a problem with my bank/credit card.I have received a separate refund from Bistro MD about another issue during this wait so clearly it is not an issue with my bank.I would like the $13.00 credited to my credit card as quickly as possible. Today is day 25 and the 19th business days since they said they would issue the refund.

  Business response

  05/22/2023

  Good afternoon, 

  I am terribly sorry you did not receive a refund for the broken entree.  This is our oversight and I have issued you a refund today in the amount of 

  $13.00. The refund typically will ************** **** business days depending on your financial situation. I apologize for any inconvenience this has caused. 

  Sincerely, 

  *****************************

  Customer Service Manager

   

  Customer response

  05/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  02/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In the 6 weeks in the subscription plan, they have charge and sent me meals when I am to skip the week twice (12/28 and 1/31), dove charged me twice, charge me a much higher amount than their order history twice. I have emailed them on Jan 23 and 1/31, no response. Please help me get my refund back.

  Business response

  02/07/2023

  Hello, 

  It does appear your email has been responded to on 2/1/23 and two orders have been refunded back to you. The refund could take up to 

  10 business days if you have not yet seen that reflect back to your account. It appears the issue is now resolved.  I apologize for 

  any inconvenience this has caused you.

  Sincerely,

  Kimberly 

  BistroMD- **************** Manager

• Initial Complaint

  01/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I tried to cancel my account and it is impossible to. I do not want this service. The website makes it impossible to cancel.

  Business response

  01/24/2023

  Hello ******, 

  I apologize if you had trouble cancelling your subscription online. I do see that it was closed on 1/20/23 and that a refund was also issued on 1/20/23. 

  Please allow **** business days for the refund to reflect back to your card.  If we can be of further assistance, please let me know. 

  We do apologize for any inconvenience. 

  Sincerely, 

  *****************************

  Customer Service Manager- **********************

  Customer response

  01/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I withdraw my complaint.
  Sincerely,
  
  *************************

• Initial Complaint

  01/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When BistroMD switched to a new billing system, my card has been repeatedly charged ****** for an account that was deactivated due to incorrect address. I have not received any deliveries, and my card continues to get charged. I cannot get through via phone, and have been emailing since December 14th with no response. I cannot stop these charges from going through.

  Business response

  01/24/2023

   

    Hello, 

  I have researched your account and have found 5 emails associated with the two addresses you have provided while placing orders

  As follows : ************* * ************************* ********************* * ****************************,

  and ************************** . 

  The last three orders were order # ******* ******* *** ****** all which have been delivered to the address provided. 

  I do not show any charges for $261.31.   Each of these orders were $144.82 . 

  Can you please be more specific as to which orders you didn't receive? 

   

  Sincerely, 

  Kimberly George

  Customer Service Manager

   

   

   

• Initial Complaint

  01/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I signed up for the program on December 31, 2022 and was charged $131.88 for my first box with a discount code to try out the service. I was then charged $239.75 on December 6th for my next box even though I had skipped all of my deliveries showing for the future on the website after the initial charge so that I could try the service before deciding to continue. I was refunded for this second box but I cannot get a response by email or phone on when my initial box I ordered for $131.88 is expected to ship. I would like a refund of the initial $131.88 paid and my account cancelled. Thank you.

  Business response

  01/24/2023

  Hello, 

  I apologize for the delayed response. It does look like both orders have been refunded. 

  One payment in the amount of ****** and the other for ******. Please allow up to **** business days to see the refund 

  reflect back to your account. We apologize for any inconvenience this has caused. 

  Sincerely, 

  *****************************

  Customer Service Manager **********************

  Customer response

  01/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you.
  
  Sincerely,
  
  *****************

• Initial Complaint

  01/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have not been able to get customer support to respond to unwanted charges and shipments on my account and my wifes account. My account (*******************************) was not able to skip the Jan 3 shipment because the MyBistro website skip functionality was failing even after they sent an email saying it was functional again. I sent an email on 12/27/2022 regarding this problem and still no response. On 01/05/2023 I was charged $239.75 for this shipment I did not want. My wifes account ********************** cant even login. When I try to reset the password, it says that is not a valid email which is wrong. Her account must be there because I am getting charged for shipments we could not skip or reach customer support to correct. On 01/04/2023 I was charged $208.81 for her shipment we did not want or have anyway to skip. There is also a pending charge $208.81 for yet another unwanted order. I would like my wifes account fixed so she can skip orders or suspended if you cant fix it. The email on 12/27/2022 also explained the issue with my wifes account and requested it be fixed. I would like the charges for these unwanted orders refunded please. I like the program but the recent system and customer support issues and not acceptable. By the way I have been hold for over 40 minutes today and never have been successful with a phone call so Im not hopeful today.

  Business response

  01/11/2023

  Hi ******, 

  I apologize for our delayed responses. We have been experiencing very high call and email volume at this time and we do 

  sincerely apologize for those wait times. I had an agent reach out to you today to advise we have refunded your account $239.75

  and your wife's account for two orders, each at $208.81.  Please allow **** business days for those 3 refunds to reflect back to your card. 

  We will try back later this evening to ensure you and your wife are supported in any way that we can assist. 

  Sincerely, 

  *****************************

  Customer Service Manager

  **********************

  Customer response

  01/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for the quick response!
  
  Sincerely,
  
  *******************************

*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. ↩