The Essential

I signed up because the service sounded neat, however you couldn’t view all their products unless you created an account. As amazing as their offering might be, it sadly doesn’t fit into my dietary restrictions, and there aren’t enough other products on Move I’m interested in. It’s stated in the app description that subscription is free the first month and until your first purchase. Now after creating an account I never made a purchase and after seeing the product offering. I also swiftly looked up their cancellation policy to ensure I don’t get billed 95$ a year for something I would not be using. You cannot cancel from within the app or website. Instead you have to access a cancellation link from their faq from a browser. The FAQ link is dead on the homepage, but becomes accessible after member login, and canceling takes you to a type form saying someone will review your request in 24-48 hours. For something that you pay a 95$ subscription for - for ‘premium items’ - I expect premium customer service, and that includes being able cancel my account immediately…

I was so excited about Move - this is everything I would have wanted in a grocery delivery and could have seen myself ordering weekly for all my lunches, plus occasional dinners. Unfortunately, their shipping took 4 days instead of the advertised 2, which is an issue when trying to do meal planning. Given that the items were in transit for so long, I was concerned about the safety of the refrigerated/frozen items and was frustrated when my emails and texts to CS (no phone number to call, of course) went unreplied until the next day. Worse still, there are NO dates on any of the products, so it’s impossible to know when something will go bad or needs to be frozen. I emailed CS asking if they could provide estimates on how long I could expect my items to be fresh and they took days to reply. When I did hear something, they either ignored my questions by replying with a blanket apology or they gave contradicting information - they seriously told me all their food was good for “at least six months” before walking it back! I’m sympathetic to the challenges of a new, small business but when your CS can’t own up to any of the issues or even respond in a timely fashion, then I won’t be a customer. I was hesitant to post this review, but I know I couldn’t find any reviews before I signed up, so I wanted to provide an honest account about my experience for others.

I love that having the app lets me get my weekly order in, even when I’m not at my laptop. I also don’t have to worry about missing the weekly Sunday Drops, since the notification comes straight to my phone. Awesome value as a member!