First of all, I love ToM's business model, product selection, and customer support. The few times I've had problems with an order, I've received a response very quickly (usually in less than a day), and the customer service rep took care of it efficiently. The app itself, though, could be slightly better. It's not bad, and there's definitely been improvement (such as the added categories sorting, and filtered views). Another tweak would be the ability to create lists. Definitely a favorites list, particularly since some products are edible, or degrade with use (such as soaps). With that in mind, it would be hand for it to have two views: in stock, and out of stock. Since the lineup changes to feature a variety of products, and some recur, while others do not, this would be easy to check instead of having to go through the whole inventory periodically to see if a desire product is back in stock. This could also help maximize purchases, as there are occasionally products that I would like to purchase, but either don't have the money that month, or have already spent more than I desire to in that month (I, like others, budget my spending on non-essentials) but would purchase in the future if I know it's in stock again, and can easily find out when it is.

ToMo does a wonderful job curating their produce. I have generally been delighted by my many purchases. Many of the items I have purchased from them I have like so much that I have bought additional units to gift to friends and family. I recommend ToMo’s products without reservation. The delivery process is a different story. They use Fed Ex and Fed Ex is not particularly reliable. My most recent experience is typical. I was told my order would be delivered on Wednesday. It wasn’t. According to their tracking, my package was not even in my state. They then indicated it would be Thursday. Nope. Still not in state. The then said delivery was pending but they did not know when. That was the status until it was finally delivered a week after the original date. According to their tracking, my package spent 4 days in a location a 15 minute drive from my house. I know that COVID has caused understandable delays and that is fine. I resent being given a date for delivery when they know that they cannot get it done. This has been my experience with my last four deliveries. To sum up: ToMo good, Fed Ex bad.

Touch of Modern (TOMO) has some interesting product lines. Unfortunately, they are mediocre in the management of their vendors, on the behalf of their customers. After placing an order, it is common to wait 2-6 weeks for an order to be filled and shipped. This wait period before shipping is “as advertised” when placing an order. Shipped orders then take a week or more to be delivered; albeit having paid a shipping fee that is more than what priority shipping would cost. Finally, and this is were they get the heading of “unreliable”, it is not uncommon to receive confirmation that they received your order and that its being processed, only to find out after you contact them weeks later because the order has not shipped as scheduled is “delayed” and will another 3-4 weeks before they’ll get your order shipped out to you. In other words, they don’t manage their vendors well, or have a effective tracking system of orders placed relative to orders received from the vendors and then followed up when shipping the order to their (TOMO’s) customers. I’ve actually had TOMO’s customer service people lie to me about orders that I placed and then weeks later were not filled by the vendor. After multiple cases of such, I’m moving my business away from TOMO.

After dedicating over 8 years to this app, the recent plunge in user experience is disheartening. The escalated shipping charges coupled with the prolonged delivery time of 3-4 weeks for an order reflect a stark decline in service quality. The disconcerting trend continues with instances where my orders languished unshipped for more than 5 weeks. Upon contacting Customer Service, I encountered a nonchalant response, merely urging me to endure another week before reluctantly canceling the orders and initiating a refund, an ordeal lasting a staggering 8 weeks from the initial order placement. There's a fundamental flaw in expecting customers to actively monitor shipment status; the system should autonomously cancel and refund if a status remains stagnant for 5 weeks. Regrettably, the lamentable experience extends to the Customer Service domain, which appears to be compromised, perhaps in a misguided pursuit of operational efficiency. In a consumer-centric business, prioritizing post-order customer service is imperative. The cumbersome process of updating a shipping address epitomizes the inefficiency that has marred recent interactions. The wearisome and frustrating encounters of late compel me to bid farewell to this app. Deleting it is a prudent choice as I redirect my energy towards endeavors that respect and value my time and patronage.