Macros レビュー 

I wanted to TRY Macro’s so I could compare it to my current food prep provider. I ordered 20 meals from their website.

A week or so later I get notice that my subscription order is being processed. I contact customer support and speak with their people who I tell this was supposed to be a one off purchase so that I could try their food and that I wanted to cancel the subscription. A few days later, the food arrives. It’s above average.

6 days later, I receive email stating my order has been picked and is ready to ship.

No, no, no. I only wanted the one order.

I send off 2 emails, I phone them only to get an answering machine with a promised call back. Time is of the essence so when they don’t call back a few hours later, I call again.

I explain the situation again. Quote the email I received the previous week. Only to be told that my subscription was indeed cancelled, but not the order.

Apparently by placing even a one off order, you are automatically subscribed to receiving that order every week. I was not made aware of this.

So, they refuse to cancel the order that is now being picked, nor will they refund. So I told them to delete me all together, and now I’ll be getting another 20 meals that I’m not yet ready for, nor did I want!

Extremely poor customer service! DO NOT USE THIS BUSINESS!

First time ordering, food has not arrived and the tracking link did not work. Customer service offer empty platitudes of investigation and escalation. Perhaps their method of helping you lose weight is based on starving you and not delivering your meals. The liklihood of receiving my order does not feel promising after reading the other reviews. Wish I had checked Trustpilot earlier. Switched from another meal delivery company who always delivered within estimated timeframes, with frequent tracking updates. I am sorely regretting the decision to try Macros.

Very pleased with the quality of the meals. What drew me to this company is the massive range of dairy free meals And also the fact that I can choose the larger sizes. The one downside is they automatically signed me up for a weekly subscription after my first order so you just have to go on and cancel that if you just want infrequent ordering/one off.

Some of their meals are quite tasty (especially the baked Korean chilli chicken), but there's a myriad of issues I've encountered that mean I can't actively recommend people use this service.

1 - When recurring subscriptions don't go through for any reason, you have 24 hours to contact them to organise payment otherwise they defer delivery. Payments occur on a Sunday around lunch time. I resolved an issue Monday at 2pm and was too late, so my meal plan was deferred a week. They don't cancel or bump the subscription they double bill you. If you're not careful you get 2 deliveries the following week.

2 - The food quality has deteriorated as time went on. Pasta has been mushy in certain meals (notably fettuccine with garlic chilli prawns). I've received half portions in the Japanese Miso Salmon (ordering large meals), and on 2 separate occasions the salmon was black around the edge. Unsure on the cooking process but quality was not maintained for what I received.

3 - It's like they've halved the number of meals available for large portions. A fairly standard weight loss diet for a male is 2000 calories. 3 large meals is 1800 - 2000 calories a day. Medium needs at least 4, small needs 5-6. Reducing the product range available doesn't make sense and makes the cost exorbitant. Example of removed large meals are: Green Curry Prawns with Noodles, Creole Fish with Pineapple, Naked Beef Fajitas, Thai Yellow Curry, Beef Rogan Josh, and Takahiro's Teriyaki Chicken.

For the price, and reduced range in the large portions, it is more cost effective (and I am provided with better choice) to purchase from another meal provider.

I've been ordering Macros for a while, and I must say that I've found several issues that the company to improve for a better customer’s experience:

1. On two occasions, I found a dangerous chicken bone and a fish bone in my meals. Macros should enhance their quality control and food safety measures as this poses serious risks to customers.

2. My Macros box has been stolen more than once (not just mine, but also my friends' who ordered Macros) because delivery guys leave the box anywhere, sometimes on the street, instead of ensuring it's left in a secure location or following delivery instructions.

3. The delivery times are unreasonable, especially on Sundays (when most people are off work). I've had to wait all day for delivery, risking leaving my apartment unattended or having my box left in an unsecure location on the street. Other companies offer flexible delivery times chosen by customers or the option to deliver to safe locations such as post office lockers.

4. The website is confusing and not user-friendly, especially for tasks like changing plans, cancelling or freezing accounts, or providing delivery instructions.

Think twice before ordering or it may cost you$$$

We tried to order our two boxes as a once off order as we were trialling and didn't want to sign up to an ongoing subscription if we didn't like them. Unfortunately the once off order feature doesn't work on their website and still signs you up anyway!! (Lucky we checked this and cancelled the subscriptions straight away). But then, unexpectedly we received another box yesterday that we hadn't ordered and weren't aware we paid for. When checking statements we saw the $120 had come out of our accounts for this box and it was a duplicate box / reorder of the second order we placed.

Logged in to my account and both previous orders were there and had stated cancelled/inactive. Nothing abojt a third order. Never received any email confirmations regarding this third box or anything. Confused. Emailed the customer service as to how this happened. They came back with some BS story about how a duplicate email was created on my end (mispelled) and that it was my error when;
A) I don't know how a duplicate email "new account" can magically know my 'other' accounts previous order to duplicate and send to us when I'd only ever placed 2x orders that were inactive /cancelled.
B) I couldn't log in to 'said new account' with the mispelled email and password.

Very frustrating and costly! Called the customer service and they were no help whatsoever. Tried to explain the above and how I think an error has occurred on their end and all they could do was assure me the second email and subscription had been cancelled and I wouldn't be charged again.

If they had have had some accountability, I would have probably let it slide and perhaps ordered again in the future but based on them blaming me for the issue was such a cop out.

Sadly since they changed their system late 2023, everything is terrible.
I was a loyal subscriber getting 15 meals a week then they "updated". I had no access to my account for 3 weeks. To stop getting random meals, I had to try to contact customer service who didn't get back to me until email number 3. We had a cyclone and they changed my delivery day to arrive the day of the cyclone. They didn't take my word for that and I had to wait while they contacted their delivery service to check whether the order would come! The ordering process has now changed and is really overly complicated. To order 3 juices worth $12.5p I had to add a 2nd package which would be delivered on a different day! Of course no juice arrived for 2 weeks and when I had to follow it up I was told the orders were cancelled somehow. They offered me a new delivery plus 3 more free juices but yep, that didn't come either. I emailed for a refund. I'll not be holding my breath waiting for that to arrive. Needless to say I have cancelled my subscription and will try a different company.
Such a shame that a fantastic company with great food fell victim to a failed system upscale.

All of the 1-star reviews of this company are legit. Please do not assume that they are exaggerated, or that it's an isolated experience and won't happen to you.

I currently have 2 orders with them that never arrived. They have no customer service number or chat, you can only send an email or fill out and online form. It's been days and they never responded to emails and support forms, and nor has the food ever arrived. I've send follow up messages saying that it's easier at this point just to refund me, but still no response, no food and no money back.

To make it worse, any order you place gets automatically turned into an ongoing subscription (without actually making you aware). They will debit you again automatically. I only realised this automatically on my account when I went in trying to find out where my order was. As there is no customer service, I spent ages trying to figure out how to cancel the subscription - the instructions they had in the FAQ didn't actually match what you have to do. I finally figured out how to do it but it was confusing and tedious. I literally had to go into every single individual meal and click through multiple screens for each one before it confirmed it was cancelled for that ONE meal, then I had to do the same for every single other one - took me over 20 mins and that wasn't even including the time I wasted trying to figure out how to contact them and sifting through their inadequate FAQ/instructions.

I have no idea if I will ever get my money back. The level of service (i.e. non existent) is completely unacceptable. I strongly caution anyone from making any payment to this company as you quite likely won't receive anything, any refund, or even any response. It really is as bad as everyone is saying.

I got a confirmation of cancellation email but I keep getting debited and a random 4 meals keep being sent and now I have sent 5 follow up emails and no one will reply to me! Someone please just help!

The poorest customer service! Have customer for years and mostly happy with only few troubles. In the last three month as they introduced changes to their website and subscriptions it has been a nightmare! No notice of delivery, trouble to change order, popping reccuring subscription which i did not want and the last drop in my patience is delivery last Saturday where two meals had broken seals with contents flooding the box. Emailed support for investigation and requested refund of two meals snd delivery charge - total ignorance in response! Follow up email sadly ignored again. I am ending now my subscription and switching to My Muscle Chef who always had excellent customer service.

Reading the reviews it seems like I'm not the only person upset with Macros in January 2024. My first ever order with them. It didn't arrive when expected. I contacted their support team via email. No response for a week. In my email I said please let me know of it is coming in next X days and if not please refund me. Their reply a week later was that they had logistical issues and delays responding to customer support requests. They said they were arranging delivery the following week and asked if that was ok. I replied that it was not ok, I actually didn't want pre-made meals that week and asked for a refund instead. They still haven't replied. I received the meals that I didn't want. I couldn't catch the delivery person to ask them to return to sender unfortunately even though I ran out as soon as they rang the doorbell. I couldn't eat 3 of the meal because one had a cut in the packaging, one chicken based meal the packaging was bulging which is a sign of bacteria, and the third when I went to open it I realised wasn't completely sealed. When cancelling the subscription I couldn't find any way to cancel it without having to go into every meal type and cancel it per meal which was time consuming and frustrating. Warning all my friends against this brand as this has been an awful experience and I feel I've been unfairly treated by this company.

Macros have the most convoluted subscription ending service I have ever seen. I emailed twice with no response and had to cancel 14 meals individually and it took three different pages and four buttons for each one. The food itself isn’t worth this/is bang average.

These guys used to be good but towards the end of last year the wheels started falling off and there would be items missing from my order. Roll forward to 20th January this year when my order, that they'd taken payment for, didn't even arrive. It was to contain extra items to compensate for ones not previously sent. The value of what should have been sent is approx $370. Since then I've had no customer service, I've sent 3 emails and one web contact form in the last 2 weeks, web chat times out with no response. There is absolutely no customer service. 2 days after they failed to deliver my order another payment came out, that next order had an item missing. Somehow my regular subscription for 24 meals had been reduced to 23 meals and I was charged for 24. Again another email, still no response. I've been a customer for 2 years ordering for an elderly man as it was better than 'meals on wheels'. I even wrote a glowing review that was probably on this site. My business is worth 11K annually but it looks like I'm taking it elsewhere. I do not recommend them. The food is good but the customer service and order fulfilment is terrible.

***UPDATE***

After not hearing anything for weeks, they reluctantly reimbursed me for the second order and wrong meals…HOWEVER…after cancelling my account and card details, I have just been charged $211 TODAY….FOUR MONTHS SINCE USING THE SERVICE!!

THIS IS STEALING!!!***

Absolutely no customer service! Charged me twice for the same subscription with double delivery.

It arrived with not only the entirely wrong order, but the driver delivered them upside down so they look absolutely disgusting.

Have been charged $400 for the displeasure with numerous unanswered emails and calls.

Have been a customer for years, it has gone downhill, avoid at all cost and save your hard earned money!

Something has changed in he last few months with macros. Their back end has changed so it's more difficult to process your order. Meals are often missing, and delivered on the incorrect day. Their customer service is non-existent. They don't return calls or emails and their live chat is always offline. I would avoid them for now to avoid disappointment.

I ordered my first 2 boxes and loved them. Tastey and easy. BUT this past week after placing my order on Tuesday as usual I’ve had zero response of my order delivery. My order never arrived on Saturday and all customer support on all platforms have gone MIA. My emails are being blocked. I seem to be not the only one experiencing this same problem. Money is being taken but no product!! A real shame as the food was actually really good. Super disappointed.

I signed up to Macros in December 2023 just as they were changing their website around, as others have mentioned it has been a massive disaster:

-My delivery day firstly changed without any notification or way of seeing this day on the website.

-My discount code from gym was not applied twice, and I was forced to spend an unreasonable amount of time to try contact them to get an eventual refund.

-Finally, my delivery day changed again without my knowledge but I had no way of tracking my order or knowing when my meals were coming after I was charged. This is only a minor inconvenience for me as I am fortunate enough to be able to afford other food options, however this uncertainty lack of clarity can really disrupt people who are short of money or time.

I tried to contact them via phone, email, live chat and Facebook to no avail.

This lack of care Macros show when providing their service violates Consumer Law 60, and as soon as I emailed them threatening to take it further I received a reply in 11 minutes.

True customer service means helping people BEFORE they get to the point of threatening legal action.

I will not be resubscribing to their services, and the influx of 1 star reviews in the past month should be a wake up call for this company.

Very sadly - Macros have gone downhill so quick since Dec 2023. They had a website update around Christmas 2023 - which to be honest has been a downgrade than an upgrade. It's not user friendly and almost impossible (and counter intuitive) to use. We had to seek online support to figure out how to change food bundles (something that has been super easy in the past). But we couldn't even do that on the new website without customer support help.

Now, that was the last time we ever got any help from customer support. Firstly, the website would not allow us to choose a delivery date. So we just waited to see when our new bundle / food delivery would arrive. We kept an eye on the tracking detail online - and one day it just showed as "Delivered". But we had no food, not tracking notifications and absolutely no response from Customer Support (we called as well as raised 4 online requests).

Extremely disappointed by a company that in the past always delivered. Not sure what has gone wrong. We are $219 down (paid but no food delivered).

To make things worse - we just cant seem to log in to their website anymore.

If I could leave 0 stars, I would. I’ve been a subscriber to their meals for months and I really enjoy the food. But the lack of communication from them about what is going on with the disruptions to their delivery schedules, changes to their website and zero customer service is appalling. The website is a mess after recent changes (why make changes that make the site WORSE?) e.g. stating you can place an order on certain days (where they deduct the money) but no indication of when the ACTUAL DELIVERY will be! I need to know when I’ll GET the meals, not when I’ll be charged! One week I didn’t receive the delivery at all. I’ve sent multiple emails responding to the booking email asking about the status, and then I’ve tried calling their “customer service” which is just a voicemail that no one ever listens to. I’ve never had a call back or a response to any enquiries. I've since started asking for a refund. Still no response. I’ve tried emails, the site’s chat bot, and filling out a form on the site. Nothing.
It’s a real shame, because I really did like the food. But the painful lack of customer service and complete failure to communicate (including apologising for all the errors and disruptions!) to customers is so off putting. It’s a total nightmare to deal with them.

Food was honestly not that bad. I was getting 15 meals a week for about 5-6 weeks. There was a couple missed or incorrect meals, but they were usually very responsive and offered refunds if they made a mistake.

Last week, however, my entire box was lost in transit. I received nothing, which was a big inconvenience to me. This also managed to coincide with me getting quite sick of their meals (not really their fault, it's just that after eating the same thing for that long you really get sick of it).

I emailed them about it, and they responded after a few days letting me know it had been lost in transit. They were kind enough to offer a replacement box, however since I had cancelled my subscription already and was not enjoying eating the food anymore, I requested a refund instead.

Unfortunately since that last email (five days ago now), they have completely stopped responding to me. I've sent two follow-up emails to no avail. Looks like they just don't want to refund me. So now I'm down ~$205.

If you like not getting your money stolen, steer clear. I'll be contacting the ACCC.