Okey doke, week five arrived today, as scheduled, and for the first time, there was a delivery snafu. One missing breakfast (sadly, breakfast is my favorite of all the PureFoods meals and this particular breakfast was one of my two very favorite breakfasts — boo and double boo).
I called the 800 number on the packing slip (which was missing — for the first time in these five weeks — the “quality assurance, packed by, number of items shipped” half-page slip that’s usually on top of the inventory sheet).
Craig picked up after a very brief hold (that was cool; expected to be holding a while). I told him I had just received week five and, for the first time, was missing something, and I was calling to let them know and to find out how this is dealt with, at PureFoods (since, with BistroMD, they’d do a credit; but I had never had this happen with PureFoods, so it was time to find out what to expect).
Craig asked, “Where did you order your food?”
I replied, “On the Internet?” (Truly, his question confused me, so I answered with a question.)
He clarified, “No. Was it Sam’s Club?”
“No,” I explained. “It was from your website.”
He looked up my name and asked, “Are you on seven-day with snacks?” To which I replied, “No. Five days. Gluten-free. No snacks” (which I had already said, when I introduced myself, at the top of the call; no stress. Worth repeating. I’m totally fine). I had also already told him the half-sheet with quality assurance and the inventory count was missing for the first time, this delivery.
“Okay,” he begins, “There’s an inventory list that says you have 16 items and you actually only have 15, so really, you got exactly the five days, three meals, no snacks that you’re supposed to have.”
He then continued to say something, but I cut him off.
I said, “Hold up. If you’re going to tell me what’s in front of me, give me a moment to find where you’re talking about this number, this count, being on my paperwork, since you’re sure I have something that says this.” Then I reminded him that the half-sheet with the number and the quality assurance and the name of the person who packed and checked was missing, and he, quite coldly, said:
“What is missing? A breakfast?”
“Yes. One breakfast.”
“Fine. You will be credited for one breakfast.”
“Great!” I said, trying to cheer him up because clearly, he was feeling over talking to me. “So, since this is the first time that has happened, and I’ve already gotten my email about billing for week six, will this be a credit on week seven, or how does that work? When should I be looking for that?”
“You have orders in the system that have not yet been billed. The credit will come off one of those future-billed weeks.”
[Feel the ice.]
“Okey doke! Thanks, Craig! I appreciate it. These things happen. Thanks for letting me know what to expect.”
“Mhm-hmm.”
Wow.
Hey, I *do* appreciate it. Mistakes *do* happen. I’m cool. But, anyway, that’s the story of the first snafu in five weeks with PureFoods. So far, not a single broken container, “spoiled” food item, or issue of billing at all. And I love the food. And I’m losing weight. But this was a little weird. Just a little. Nooooo big deal. 
Filed under: PurFoods, PureFoods Fresh Start, customer service on February 2nd, 2012 | No Comments »
