Ketosource Avis 

Réponse de Ketosource

26 mai 2024

I was glad to see that this misunderstanding was corrected satisfactorily.

This review was the result of a misunderstanding with Nicolas' order and the subscription options on our product pages.

We very rarely get these issues, but it does happen. We have made subscription options bolder and more explicit on our pages and in our checkout cart to improve this over time. It happens extremely rarely now.

All our subscriptions are self-managed. Once you sign up you receive an email immediately with information on how to manage your subscription, including cancelling, changing frequency etc. We've also improved the information in this email to make it clearer and more easily understandable over time.

Any queries or questions about subscriptions please talk to us via chat on site, email, or the check our on site FAQ that has extensive information on subscriptions.

Also to note, all our customer support is managed on a European level. We don't have a specific German customer support, that seemed to be a misunderstanding. Support is in English primarily, but we are able to support you in other languages via second languages our team members have, and also via use of AI support.

I hope this helps clarify and bring the situation up to date on all of this. We strive to be 100% transparent in communications and make working with us effortless, and I hate it when we have issues like this. With each issue we do learn and improve however, so thank you Nicolas for bringing this to light. It has helped make us better.

All the very best,

Damien

Founder @ Ketosource

Réponse de Ketosource

13 juin 2018

I believe this customer (Tracy Simpson) is now very happy as we have since been in communication.

We did everything we could to support her getting results (in this case fat loss) from our advice.

I also offered Tracy a full refund, as we have a full money back guarantee if any client is not 100% satisfied. Tracy declined and preferred to have us work with her further to improve her satisfaction. So I assume she is now happy, but unfortunately haven't had feedback from her on this - which I would love to receive.

The three points that Tracy was dissatisfied with were:
1) Receiving a request for information 1-hour before the call
2) Lack of defined macros and weights in her meal plan
3) Feeling "slightly ripped off".

I've provided details on each of these complaints below. I've explained why it occurred, what we did to rectify it and what the outcome was and also what we learned as a team from this:

1. Receiving an email asking to filling in a food diary 1 hour before the call: This was unfortunate. Tracy had received an email about this as soon as she signed up for the consult, but she had missed it in the email. Thus had not filled it in.

So the consultant when she came to prepare for the call discovered it hadn't been done. Normally the consultant should've checked earlier that we had received the information from the client. That was a mistake - which we've learned from - to check information is received ahead of time.

2. Macros and the menu plan: The client was very interested in having specific macros designed into meal plans.

This must have been a mis-communication from our side, or misunderstanding on Tracy's part. Because this is not how we approach ketogenic optimization and enable fat loss results.

We don't use macros, as we find it too burdensome for clients to track. Additionally, as people have unique metabolisms - following a macro approach does not ensure that they are in ketosis/ in a ketogenic state.

So our program works differently. We keep it simple. We instead give clients simple rules to follow to stay in ketosis.

What we do is provide a personalized menu for 1 week of meals to get the client kickstarted. We suggest the client uses these meal plans repeatedly to get used to the diet. Then, once they are comfortable, they can begin to use our rules after 2 or 3 weeks to design their own meals.

Our program is designed to create lifestyle and habit change. This is what we've seen is required for long term results on the ketogenic diet.

We have not found macro or calorie counting to be helpful or to lead to results for people. Often it causes people to drop the diet due to feeling overwhelmed with everything they need to do.

A diet should be natural - and fit into your lifestyle, if you are to keep at it and continue to get results. So this was an unfortunate case of the client (Tracy) not agreeing with our approach/ not understanding how we delivered results for people. She perhaps would've preferred signing up for a program with someone who follows a macro counting/ calorie counting formula.

3. Tracy said she felt slightly ripped off: She paid £50 for an hour consult and a follow-up document with a personalised plan. This included a week's ketogenic meal plan designed to fit her lifestlye/ habits/ tastes.

This takes a nutritionist around 2 to 2.5 hours on average (15 to 30 mins prep for call, 1-hour call, 30 to 60 mins write up of plan). Our consultants are qualified nutritionists/ PhDs and thus are paid well. So we only break even on this sometimes currently. I have designed the offer to over-deliver compared to anyone else you may find.

The reason I've set this low price is because my first goal in setting up the practice was to refine our protocols to systematize results. To be sure that we could deliver outstanding results to everyone and anyone - no matter their situation. Thus I was more interested in a high volume of clients to learn from than making it profitable.

It's an area I felt we should invest in to really understand what worked for everyone - and we've found in this journey that it's very nuanced. While some people fit straight into a standard ketogenic approach, many do not. Their nutrition, and lifestyle, needs modifying based on their genetics, epigenetics and other factors to ensure fat loss results.

So the consulting practice we have is currently an area of the company I invest in - and we don't make money on it.

So, this complaint was unfortunate. The result of a string of misunderstandings. The takeaway for me has been that we need to manage expectations for what we do and how we do it better. This way the client will know exactly what they'll get from us and appreciate the value of it.

I and the rest of the Ketosource team want to create results for people - this is our passion and our drive. To make their lives better. I, of course, want them to be satisfied also. Satisfaction is key also. This is the risk when a client wants something that in our experience will not help them. I know that they will not be motivated, not follow through and not get results - if they are not satisfied.

So the onus is on us to better communicate why and how our program works. We need to enable the clients to stay motivated and get the results they desire from it.

Réponse de Ketosource

30 mars 2016

Thanks for the great feedback Jan! And it's my pleasure to help. Damien