We hear you - and we’re taking action
Here are the four key concerns we’ve seen time and time again - and how we’re addressing them based on your feedback.
Problem 1: Treatment supply disruption
Many of our weight loss customers have encountered supply issues due to the global demand and shortage of weight loss medication. We understand the frustration these interruptions have caused, and we’ve taken proactive steps to minimise future disruption.
- We’ve secured a reliable new treatment supply, allowing you to resume the weight loss plan that best suits your health needs.
- We’ve partnered with our partner pharmacies to ensure a consistent supply of treatment options throughout your weight loss journey.
Problem 2: Slow Order Delivery and More Customer Support
While we try our best to ensure our customers have a smooth experience, there are times when things don’t quite go to plan.
Perhaps your order didn’t arrive on time, you couldn’t find a suitable time to chat with the doctor, or you were stuck wondering why your order hasn't shipped yet.
We’re making some changes to our service:
We’ve made significant improvements to our customer service to ensure you have the support you need, when you need it:
- We’ve just launched a live chat feature, exclusive for weight loss customers, available 10am to 5pm Monday through to Friday
- We’ve significantly grown our customer and medical support teams to provide you with the best possible assistance throughout your journey
- Our dedicated order fulfillment team is focused on promptly resolving any dispatch or order-related challenges that may arise, ensuring the timely delivery of your treatments
We’re thrilled to report that our efforts to enhance our service are already making a positive impact on our customers’ experiences. We’ve received heartwarming feedback from customers who have had their order issues promptly resolved, thanks to our dedicated teams and improved processes.
"From my experience, the customer service is excellent. I was recently unable to collect my compounding order after I missed its delivery, and unfortunately it was then returned to the supplier. I wasn’t sure if I was going to be able to get it back! Shiela from customer care was exceptionally helpful; she got in contact with the pharmacy and had the order redelivered for me really promptly; no fuss, she just worked to quickly resolve my issue. Really impressed by the service, thank you!"-Michael
"How a business reacts to a problem is a true sign of their character. After an initial mix up with an order, Mosh Customer Service went out of their way (above and beyond) to rectify the situation. So an initially perceived poor experience turned into a Great Experience." -Stathis Papadopoulos
These testimonials are a testament to our commitment to improving our support to weight loss customers. We understand that a smooth, hassle-free experience is crucial to your success, and we’re continuing our efforts to improve and streamline our operations to ensure you receive the care and attention you deserve.
We remain dedicated to listening to your feedback and making the necessary changes to exceed your expectations.
Problem 3: It’s hard to commit to a lifestyle change without extra support
Losing weight is about more than just taking medication, it’s a lifestyle change. We’ve taken your feedback to hear and have developed a comprehensive, holistic approach to support your weight loss journey:
Introducing the new Mosh App!
We are proud to announce that we have now launched the Mosh App, designed to enhance your weight loss journey with exclusive (and free!) features for our customers on a weight loss treatment plan.
You’ll have access to helpful tools that will support your weight loss journey such as a real photo timeline so you can follow your progress, weight tracking, calorie tracking, tools for managing your orders and better support from your practitioners and medical support team.
Plus, you’ll have access to meal plans and healthy recipes to keep you on track with your health goals - with extra features such as workout and exercise plans to come, all included free in your Mosh membership!
Our weight loss treatment plans are so much more than just medication. We’ve worked hard to provide you with the holistic support you need to achieve long-term, sustainable weight loss.
Problem 4: It’s too expensive
The cost of living is expensive enough, so we understand the cost of weight loss treatments can be a barrier for some customers.
We want to be upfront and honest about the cost of our weight loss treatments. And yes, we recognise it’s possible to obtain similar treatments at a lower cost by going through the process in-person and on foot to brick-and-mortar pharmacies. However, at Mosh, we pride ourselves on offering a convenient, online solution that prioritises your time and comfort.
While our prices may be slightly higher than some in-person alternatives, we believe that the convenience, privacy, and personalised support we provide are well worth the investment in your health and well-being.
Plus, as part of your Mosh membership, you also receive quite a few other perks in addition to your treatment, such as:
- Ongoing treatment and continuation of care - we have a whole team working on minimising chances of supply disruption for our patients in the midst of ongoing global shortages
- Ongoing and unlimited access to doctors and health practitioners to help you at any point throughout your weight loss journey
- Free certified dietitian consultation with your Mosh plan, with the option to add more to your plan
- Access to our app that includes meal plans, weight and calorie tracking, and other features to support your health goals
Making our plans more accessible
To make our plans more accessible, we offer a pre-pay payment system that allows you to save 10% on the price of your treatment. We’ve also worked diligently to ensure our weight loss plans are competitively priced, providing you with modern, effective treatments coupled with unparalleled convenience and support.
Co-founder: David Narunsky
David is a co-founder of Mosh. Mosh was built to not only help David, but other Aussie guys keep looking and feeling good about themselves.
*This information is not intended to be a substitute for professional medical advice, diagnosis, or treatment. It should never be relied upon for specific medical advice. If you have any questions or concerns, please talk to your doctor.