“I thought this would be a regular live connection with someone not all done online and via a very clunky app. Good Sales job asking all the right question but to me a miss sell. The first coach allocated left me feeling confused and dejected. The exercise plan felt like a cut and paste and videos to watch. New coach was allocated was great and a lot more personable, however the questions you asked and filling out didn't inspire me. I ended up loosing weight and understand tracking better but could not call this coaching. Advice giving yes but that is not coaching.”
Hey Charlotte! Thank you for the honest feedback. I'll have to look into this and see what we could have done better for you, and where we stand to improve going forward. Ultimately, nobody should feel confused, dejected, or that their training program wasn't personalized. In any case, if we did not meet your expectations about what coaching should be like, then there was room for better or more thorough communication somewhere along the way, and it sounds like we missed some of those opportunities. I'm sorry for anything less than an exceptional experience, but if you're ever willing to give us another shot in the future, we'd love the chance to try to get it right. You can also email me at any time at dylan@macrosinc.net. Thank you and we wish you the best!
Thank you, Stephanie! Appreciate the review!
Totally hear you on the check-ins. While you can check in with your coach anytime you want, and you have the weekly official check-in, one of the things that has been asked for is more frequent video check-ins with their coach. So you're definitely not the only one to express this, and we hear you loud and clear! This is something we are in the process of discussing. We're looking at how our check-ins look, the frequency of those, and how we can make it better.
As for the MyMacros+ app, I hear you on that as well. There are a lot of tutorials, resources, and guidance we can provide on how to use MyMacros+, and it does take a couple of days to get accustomed to it. But as coaches we're also there to help you navigate and make sense of the app, so I apologize if we didn't do enough to help you with the app.
I'd love to hear what else we could have done to make your experience better. When you say your experience was just "ok", that's far below our expectations for ourselves and for our clients. Send me an email to dylan@macrosinc.net and I'd love to chat a little bit more about your experience and what we could have done better. We're always trying to improve, so any extra feedback you're willing to share would be extremely valuable for us.
Thank you!
“My experience with my coach has been okay. She’s been great in helping with nutrition and has helped me learn a lot in this regards. I haven’t liked the training part, but this isn’t really her issue.
My experience with MI support and customer service has been poor. I wish things were explained better, and I had several really negative experiences. The options to “fix” things were poor, and I couldn’t ever actually talk with anyone. It was email only which is really a crappy option considering how much I’m paying as a client. I was also really disappointed in the fitness coaching. If the way these plans were done were explained to me upfront (i.e., same exercises for weeks on end), I would have never done the fitness. For me, it was a waste as this isn’t something I’m interested in.”
Hey Carrie. Thank you for this! I'll take a look into situation with the customer support team. We have a saying here that Macros Inc is a customer service company first & foremost, and we just happen to sell coaching. So a poor interaction with our customer service is definitely out of the norm, and if there's an issue that needs to be fixed, we definitely want to know about it. I appreciate the insight so I can take a look and see where we need to improve or what we need to do better.
I'm sorry to hear the training portion wasn't what you had hoped for. I'll share this with our VP of coaching and we'll look into that as well. Overall it sounds like we just needed to do a better job of communicating with you in your specific situation here, and I apologize for that.
We do take feedback like this very seriously and we always review things to see what needs to be done better or differently, so again I really do appreciate you sharing your honest review. I'll be looking into all of this and chatting with our teams about it.
If there's anything else you want to share or any other feedback you'd like to provide, my inbox is always open at dylan@macrosinc.net
“Unfortunately I didn’t get out of the experience what I was looking for. When I expressed I wanted to change coaches I was pushed not to from the account rep Monica, and fell back into the same routine of not getting what I needed (personally). Instead it was the same repetitive feedback vs how I could make changes depending on my eating habits for the day. I feel I spent a lot of money for nothing sadly. My coach was very nice and he tried in his own way- but I was def needing more.”
Hey Kit! I really appreciate the review here and for your honesty about your experience. I'm sorry it wasn't what you were looking for. If there's anything we can do to improve things and meet your expectations from here on out, I am all ears!
Regarding your request to change coaches, we do usually try to see if the client is willing to first have a talk with their current coach and resolve things, and we're happy to help facilitate that conversation between the coach & client. So I apologize if you got the impression that a coach change was completely out of the realm of possibilities. We would never deny someone of that option, but we do usually encourage giving you & your coach a chance to come together and resolve any issues first before switching to a different coach. If ultimately a client and their coach have tried to resolve things and the two parties are just not on the same page, or the client just feels it's best at that point to change coaches, we're happy to accommodate that. Again I apologize if you were given a different impression. That's on us to do a better job of conveying our intention in those situations.
I'm going to have one of our team members reach out to you today to discuss how we can best help you moving forward, find out more about what you're needing, and hopefully be on a better path to meeting your expectations.
You can expect an email from a Macros Inc team member shortly.
If you need anything from me in the meantime, my inbox is always open, so don't hesitate to contact me at dylan@macrosinc.net
“The coach was fine. Program didn’t move the needle for me at all. Definitely a waste of time and money for me. Even with no results the program didn’t change. Finally got to the point where it was wearing on my mental health. When I said I wanted to quit I just got harassed about continuing.”
Hi Amber! I'm truly sorry to hear this. I know it's frustrating to feel like you didn't make any progress and that you wasted time & money on something. I'm so sorry if we didn't meet your expectations or couldn't help you get to where you wanted to go.
I'm also sorry if you felt pressured into continuing your coaching. Our intent is never to annoy someone or make them feel harassed, but rather we just try to ascertain if there's anything wrong with your coaching or if there's anything we could do better before we cancel someone's subscription. Again I apologize if the message came across the wrong way. We're just here to help and we take helping people very seriously!
If there's anything we can do for you at this point, or if there's ever a time down the road you feel you'd be willing to give us a 2nd chance, please let me know and I will do everything within my power to make sure you have a better experience next time around. I'm available to contact whenever you need at dylan@macrosinc.net
I'll also send you a personal email just so you have my contact info handy and so that we have another avenue open for dialogue regarding how your coaching experience went.
- Dylan Miller, CCO of Macros Inc
“My coaching experience started out strong but as the week's went by I did not feel connected to my coach. Being a woman, having a male coach was challenging. In addition, his life experiences did not contain the same things as mine - full time job, 2 kids, etc. Lastly, the difference in time zone made communication difficult.”
Hey Audrey! Appreciate the honest review here. I want to apologize that you didn't feel connected to your coach. I can understand how it might be more difficult to relate to a male coach vs a female, and especially about being a mother trying to juggle a full-time job while raising kiddos! None of that is an easy task. I can imagine having someone in your shoes to relate to would have made things a bit easier. We have coaches all over the world, so matching you with someone closer to your time zone shouldn't have been an issue, and I apologize if it was. I'm going to look into your situation and contact you personally. If you're ever interested in returning to coaching to give things another shot, I would see to it personally that you get matched with a female coach if that's your preference, and someone who's in your time zone or very close to it. Looking forward to chatting further to see if there's anything I can do to help.
- Dylan
“It was horrible right at the start. I signed up for complete coaching and got a coach who was a joke she had no nutrition advice or info that helped she also screwed up my workout plan and it took a month for her to realize and by that time I asked for a new coach. My new coach is amazing and very knowledgeable which was what I needed. But I would never recommend this as its way too pricey for anything online and not in person. I didnt lose any weight”
Hi Jodie! Thank you for the honest feedback. I’m genuinely sorry for how things started. That isn’t the standard we hold ourselves to, nor the experience you should have had. I am glad that we were able to get you matched with a different coach though! It sounds like your new coach is a much better fit and is providing what you were looking for. I know everyone has a different budget, but we really try to over-deliver based on the price points we offer. Our hope is that the value you’re getting from coaching far exceeds what we charge. If there’s any way we can add more value to your coaching or anything else we can provide that we’re not currently providing, please let us know! I can see that you’re still a client with us and are continuing to work with your coach, so I’m confident that you’ll start to see weight loss and make progress toward your goals! Sometimes it just takes finding the right approach, and that’s something your coach can absolutely help you with. Again if there’s anything else we can help you with or any way we can deliver more value to help you toward your goals, don’t hesitate to let us know! You can also contact me anytime at dylan@macrosinc.net. I'm the Chief Commercial Officer for Macros Inc and I'm always here to help!
