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Review 12/23/2008
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I cannot attest to the quality of the product, but can say the customer service is one of the worst I have experienced for an interactive program. The so-called "24 hours a day 7 days a week" chat support had no agents available the three times I tried to communicate after 9:00 pm on two different evenings. I submitted an email to them in the early evening on a Sunday and did not get a response to my fairly simple question until Tuesday at 5:25 pm. The voicemail claims they will respond rapidly to emails - the phone system is only available from 10 am - 8 pm EST. Within an hour of receiving this email response, I called and within less than three minutes, requested to speak to a manager, the call lasted over 15 minutes, most of which was on hold. I was told the manager, Michelle was on a break which would total 15 minutes, so she would call me within 15 minutes, likely 5 minutes. She did not call back for over an hour, at 7:30, at which time I was not accessible, and conveniently they were closed at 8:00.
My issue was that due to the holidays, my order would ship on Wednesday instead of Thursday; however, FedEx and UPS were not making delivers on that day in my area. I was not made aware of this modification until I had made my payment and agreed to their policies. I have no alternate address where the required signature would be available. So despite my request to cancel my order within one hour of submitting it, and that the product wouldn't even ship for over a week, they refused to allow me to cancel the order and receive a refund. In my opinion this exemplifies poor customer service. So I am out $159.60 for a food product that will be spoiled by the time I can receive it.
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