Not meeting their promises: asked my money back

First of all: I almost never write reviews. With this case, I even logged into www.remarpro.com, so I could leave one.
Secondly: I asked my money back, as using such a vital tool as an email marketing service has to come with reliable functionality, easy installation, up-to-date documentation AND most importantly: reliable customer support that answers within minutes or at least less than 24hrs. With FluentCRM this is not the case.

FluentCRM gives the promise to grant “priority support” for those who purchase the pro version, which is nowhere to be seen! In reality, their support does not answer for days (over four days in my case, the whole ticket being unresolved for 8 full days as of now).

We can see from another reviewer on the forum, which as of today is four weeks old, that they know about their customer support issue. Aside from this platform, there are more complaints about their support being too slow around on other forums, and they keep giving the same answers and excuses, while not making a change despite their promises.

This plugin might be all well and good, yet a customer support not answering tickets that prevent you from continuing the correct initial installation for almost TWO weeks, is unacceptable! I should point out, that my issue on the initial installation was caused when I installed FluentSMTP, wanting to use it with Google Workspace. As there is outdated documentation and missing information on Fluentsmtp.com, about how to install FluentSMTP with Google Workspace and Google Cloud, furthermore missing information on the steps that need to be taken upon entering Google Cloud, it became impossible to finalize the initial installation of SMTP. Bagging Fluent support for help, they keep me in an endless loop, not helping me resolve the issue, not getting back to my repeated messages. Even after I demonstrated the issues caused by their flawed documentation in a Loom a video, the answer I got was rather cryptic than helpful. Yes, it is me lacking knowledge, yet this is why customer support is so vital.

As a business owner, I have to rely on the tools I use. Tools for email marketing and/or CRM are vital to any business and are meant to increase revenue – if not to say, they are the livelihood of a business. If FluentCRM handles their customers with such little care, they did not understand the role their products play in our very life as entrepreneurs.

It is no news that customer support is the backbone of any business – we all know that. Yet, it seems the FluentCRM team have not understood this very basic of building trust and relationship with their customers.

I was never more disappointed and (honestly) angry about a service I have used. And within 18 years of running a business, I have seen quite a lot – this is the cherry on the iceberg of bad customer relationship management.