Macro Mediterranean Holistic Meal Delivery

Dear Christy, Thank you very much for taking the time to provide us with your feedback. I am so sorry to hear you and your husband didn't enjoy the meals. I wish you would have let us know you were having an issue with the meals after receiving your first order so we could have had the opportunity to work with you to adjust your menu or otherwise find a solution before sending the second one. We are one of the few meal delivery services where by default you will only receive a one-time order unless you explicitly specify you want to receive multiple orders. This is because we know diet change can be a very personal thing and so we believe in always offering the option to just try the meals before committing to a second order. I do want to clarify that there was no error in billing and explain our billing schedule. Our order deadline is Wednesdays for meals that arrive the following week. This is because very early on Thursday mornings we begin our purchasing and preparation process for the meals to be shipped the following week. This is a standard practice with the services that provide fresh meals since everything must be made to order and a lot of preparation is involved to then allow for meals to be produced and prepared for shipping while adhering to a very tight schedule. This means that on Thursdays we must decide how many meals to produce for the following week based on orders received. This is why billing is processed on Thursdays the week prior to arrival, as that is the point an order officially begins production. This does mean if you receive meals on Saturdays (as was your case), that you will be billed for your second order prior to receiving your first order. However we take customer satisfaction very seriously and have many options open to us to adjust things before the second shipment is sent out if we know there is a problem. The last thing we would have ever wanted is for you to receive a second set of meals that you were not likely to be happy with. Kindly, Jeremy

Dear Fiona, Thank you very much for sharing your opinion. I have gone back through our emails and was unable to find the complaint email you mention you sent directly to us. We are generally very responsive with all customer communications both positive and negative so I am sorry you did not get a response. It was not out of lack of care as we take customer service very seriously. I am also sorry you did not enjoy the meals. We have worked very hard over the years to try and create recipes that appeal to most people. We eat these meals ourselves as they are recipes originally created to feed our family and our son. Unfortunately we have learned over the years that we cannot please every palate and do occasionally get complaints that food is either too bland or has too much seasoning based on personal preferences. This is why we never require any commitment more than a single week's order so people have the opportunity to try the meals and decide if they are right for them. I do remember the mixup with your order because I dealt with it personally as it is the first time in all our years of service that two shipping labels got switched and so orders were switched. When we talked on the phone we discussed different options but since the order sent to you in error had significantly more food than the order you had placed and there were enough dishes that fit with your menu requirements (we went through them together on the phone), so we offered you the additional items in that order in compensation for the error, which you thought was a fair solution. I appreciate your feedback and am sorry your experience with us was not what you expected. If you would like to contact me personally by phone I am available and happy to discuss this further with you and can see if there is anything we can do to resolve your negative experience. Kindly, Jeremy