Coddling with terrible support
Buying a plush doesn’t actually unlock anything except the plush-specific exercises despite the absurd claim of “lifelong access”. I can’t find a single detail about what that actually entails. There’s a mention in the app about to giving you 300 points for something but I didn’t get those. Product photos show it coming in a branded bag with a little card. Mind arrived stuffed in a poly mailer without even a packing slip.
I tried contacting support about my concerns. It took them nearly 2 weeks to respond. They didn’t provide any detail on the expected access levels in the app other than stating it’s currently fully open to everyone but after an unspecified time only people with the plush “will be able to have access to the app as a whole.” Then talked about payed (not paid) tiers. They just didn’t address my primary concern about the plush registering correctly.
I’m thankfully still in the return window. I’m not bothering with a support follow up, I’m just going to try to return it.
Don’t buy the plush and don’t bother with the app unless you need your hand held through things like “reflect on how your day went”.
Response from developer
You're right, and I'm sorry. I'm Rodrigo, one of the founders, and I read this myself. Two weeks to hear back is not okay. The honest reason: we were switching email systems and lost track of some messages, including yours. That's fixed, and support now answers within 72 hours. You also asked the question we should have answered on day one: what does your plush actually get you? Right now, the whole app is free while we're in early launch. When that changes, your mellou keeps everything it unlocks today, for good, with no subscription. Paid plans will add extras like one-on-one time with psychologists and physical gifts. We thought our product pages made this clear. Your review shows they didn't to you, so we're revisiting them this week. The missing 300 points and the plain mailer are both on us. Your points should have landed the moment you registered, and your mailer should have arrived the way the photos showed it. We're a young team moving fast to help people, and sometimes, though we shouldn't, we miss details. That's our problem to solve, not yours, and I'm personally making sure it gets solved. Very soon, these types of experiences will hopefully never happen to Bemellou's users. My team tells me your registration and points are already fixed, which I'm glad to hear. If anything's still off, email support@bemellou.com, and I'll handle it myself. Promised. And yes, Bemellou is gentle on purpose. It's built for the day when even opening a journal feels like too much. That won't be for everyone, and that's fine. I'd still like to make this right.
Amazing mental health app
I’ve tried several mental health apps, but Bemellou stands out because it doesn't feel clinical or overwhelming. It’s simple, thoughtful, and actually easy to stick with. Taking just a few minutes each day to do the check-ins has become a wonderful part of my daily routine. The interface is gorgeous, the writing feels genuinely human, and it creates such a safe space to slow down and breathe. Highly recommend!
Response from developer
"The writing feels genuinely human" is the compliment I'll be thinking about longest: every line in there was argued over. And a few minutes a day becoming part of your routine is exactly the size we were aiming for, no more than that. Thank you for writing all this out. — Rodrigo
Incredible!!
Response from developer
"Actually enjoyable" is a word that almost never gets used about this category, and it's the one we were quietly hoping for. Thank you. — Rodrigo
So comforting
Response from developer
"Something there with you" is a better description of what we were building than anything we managed to write ourselves. Making that feel like a connection without asking much effort of you was the hardest part to get right. Thank you for putting it into words. We promise to continue working toward getting better. — Rodrigo
Exactly what I didn’t know I needed
Response from developer
"Feeling like you can just breathe for a second", that's the moment the whole thing is designed around, and it's rare to hear it described so exactly. Thank you for this. We promise to keep working hard to make this even better! — Rodrigo
