Complaint Review: Diettogo.com - Lorton Virginia

We appreciate the opportunity to respond to the concerns expressed in this post. For the convenience of our thousands of customers, all orders are initially set up as standing weekly orders, unless otherwise requested. With a simple and clearly stated cancellation policy, we make it easy to manage your order with Diet-to-Go. Customers can contact us by email, via an online form on our website, or by phone that they wish to stop or suspend their current order. This is explained very clearly in the written information provided to each customer when placing their first order. Additionally, this information is also included in each and every order shipped. Whether the order was placed online or via our toll-free phone number, a written confirmation is emailed to every Customer. Here is a sample of that confirmation: Dear [First_Name] [Last_Name], THIS EMAIL HIGHLIGHTS IMPORTANT INFORMATION REGARDING YOUR STANDING ORDER AND OUR DEADLINES Thank you for your order [OrderNumber]. You have joined the ranks of thousands of Diet-to-Go Customers who are looking better and feeling great as they lose weight, eat healthier and save time and money. MAIL ORDER CUSTOMERS (shipped by UPS) -- Your first order will be shipped on: Monday, September __, 2008. For any changes or holds to your order, the deadline for Monday's shipment is FRIDAY 12 Noon Eastern Standard Time (EST). Unless specifically requested in the Special Instructions Section' of the order form, all orders are considered standing. This means that we will ship your order out each week until you request otherwise. Depending on which state you reside, you should receive your order within 2 - 3 days. Please fill out the stop/restart request form on our website if necessary. We offer menu customization, such as meal plans for any number of days and for traditional and vegetarian plans, we offer different calorie levels and an extensive substitution menu to customize your meal plan even more! For these options and others, please contact us and we'll be happy to assist you. We welcome you as a customer and really appreciate your business. If you have any questions, comments or changes to your plan, do not hesitate to send us an email ([email protected]) or give us a call at 1-800-743-7546, Ext. 2. Sincerely, The Diet-to-Go Team Here is a copy of our website ordering and shipping instructions from www.diettogo.com: Mail Order: Ordering and Shipping instructions ORDERING Order online by simply clicking here and following the easy-to-follow online ordering instructions. You can also order by calling 1-800-743-SLIM (7546). Our professional staff will take your order and answer any questions you may have. Changing, stopping and restarting your order is easy. Call us 24 hours a day, seven days a week. If it is outside our normal operating hours, you may leave a message and we'll get right back with you as soon as possible. All orders are standing orders unless you specify otherwise. That means we will ship your order each week until you instruct us to stop. To stop your order, please call us by noon 12:00 Friday (EST) to stop your order for the following week. Our normal hours of operation are 9:00 am until 5:00 pm (EST) Monday through Friday, and 9:00 am until 12:00 noon on Saturday. (Tuesday and Friday we're open until 8:00 pm) If you call outside our hours of operation, please leave a detailed message including your name, Customer number (if you have it handy), and a phone number where we can reach you. _____________________________ SHIPPING Diet-to-Go is a MEAL PLAN. Our goal is to help you achieve your goal. As a PLAN, your meals are shipped until you tell us to stop. If you only want a specific number of weeks, then please indicate your desire in the special instructions field of the order form. You may also call and / or email us to state your desire. Your food for an entire week will be shipped on the first Monday or Tuesday after you place your order. You should receive it in 2 to 3 days after that. The process will repeat itself until your inform us to do otherwise. The meals are packed in dry ice, and shipped in a styro-foam cooler. If you live east of the Mississippi, your meals will be shipped from our spotless kitchen in Northern Virginia. If you live west of the Mississippi River, including Alaska and Hawaii, your meals will be shipped from our strategic partner location in California. If you live outside of the U.S., due to certain shipping restrictions, we are not able to ship to you at this time. If you live in the Washington, DC metropolitan area, you may also pick up your meals fresh at one of our many convenient pick up locations. For any questions or information we may be contacted at www.diettogo.com or 1-800-743-SLIM (7546).