Well, here's the first negative review for this place it seems. I am a client for Food & Friends. I am disabled and receiving food services from these people. I live on a limited income and rely on these weekly meals to supplement me as I have several chronic illnesses that really make it so that I must eat, and when I do eat, it has to be a specialized diet.
Upon being approved to receive meals from these people, I had to go through this whole initial process on Day 1. Collecting all types of info from me and giving me the rules and guidelines of F&F. I was told about their policy of what happens when I miss one or more meal deliveries. Upon missing two successive meal deliveries, you are penalized by having your meal deliveries suspended for a week. Cool beans!
On DAY ONE, I made it clear that I needed to have the delivery driver call me when he got to my residence, as I live in a secured access building. Not only that, but I don't live on the first floor. If I am not called, I have NO WAY of knowing that the driver has shown up at my residence so I cannot meet them to receive my meals. Due to circumstances beyond my control, I finally ended up missing a delivery. When I called F&F to see if I could pick-up my food (an option I was told I had on Day 1), I was upset to be informed that since I receive fresh meals, once those meals go out that's it. I cannot go to the HQ to pickup my food if I miss delivery, something I was not initially told.
Through this, it came to my attention that F&F did not have instructions for the delivery driver to call me upon arrival at my residence. They had just been calling out of their own initiative. I was ensured that my account had been notated. So, it was a surprise when on the very next delivery service (a Saturday), I was home all day long with a working phone, and I received not a single call from delivery! My meal never showed up! So, a disabled diabetic with limited income and no food has now gone three days with no meals, and because of F&F ineptitude, Sunday and Monday were now also added to days I'd be without food!
Since it was the weekend, I was unable to reach anyone at F&F. I left TWO messages on two different voicemails, and had to wait until Monday to speak to someone. Monday came, no one from F&F returned my urgent voicemails. I had to call the company again. I spoke to a ditzy female who who ended up telling me that they would (again) notate my account that the driver should call me upon arrival, but because "I" missed two meals services in a row, I was not going to receive another delivery until SATURDAY because of enforcement of their policy! I told the chick that made no sense, as this 2nd missed delivery was the result of F&F incompetency. She was unmoved. She refused to acknowledge fault on their part. She just kept reiterating that they had a policy that was strongly enforced and refused to work with me.
I had to call another person at F&F to see if I could be helped. This person ended up being the person that I spoke with on the previous Thursday, who told me they had notated my account THEN that the driver was instructed to call me. She said she remembered notating my account. When I told her that because F&F failed to do so, I was now being penalized for their error, I was reassured that a complaint was being put into the system and that a supervisor or director would be calling me the next day (Tuesday). This person had the ability to circumvent the policy being unfairly enforced on me. Tuesday came and went without any call from F&F. When I called the girl back that I had spoken to on Monday, all I got was a voicemail during normal business hours.
I finally had to get out of the comfort of my own home, spend money I didn't have, and even though I was not feeling well, drag myself ALL the way down to Riggs Road NE to physically go to Food and Friends, to actually talk to someone face-to-face since they refused to help me over the phone. When I got there, I unfortunately was met by the ditzy female I spoke with over the phone on Monday... the first person I spoke with on that date. She wrote down my concern on a post-it note, once again (third time at this point!) told me she would notate my account the driver was to call me, and finished up with... "so is there anything else I can do for you???". I said, :"Yeah, how are y'all going to rectify this situation about having my meals delivered? Will I get my food tomorrow on Thursday??". I was met with, "We have a very strict policy so unfortunately you won't be getting your next delivery until Saturday". When I brought up they were wrongly enforcing a policy I didn't break, it meant nothing to her.
This is how a business that disabled people rely on for food treats their clients?? How unethical! And there's nothing I can do! Disgusted by F&F! read more