Poor Service, Hard to Use, Failure of a Return Policy

  • Firstly, this program was difficult to use. I had a hard time to understand it and it never got me any followers.

    Secondly, the prices do not say what $ they are in. While customer service, after me requesting a refund, told me that the $ means USD, the entire site says nothing about it being in USD so I assumed (being in CANADA) that it was quoting Canadian dollar (we use $ sign too so this was an incorrect statement by customer service).

    So, when they say you will get “100% No-Risk Money Back Guarantee!
    You are fully protected by our 100% No-Risk Double-Guarantee. If you don’t like OptinMonster over the next 14 days, then we will happily refund 100% of your money. No questions asked.” they are actually saying that it is dependent on the exchange rate at the time of the refund (i.e. you could get less than you paid back). Quite false advertising for money back.

    Every other site I have ever bought off of the internet informed be at checkout (at the latest) that I would be charged over the said price because it would be charging me in USD or another currency.

    This product, therefore, may only be appropriate for people in the US.

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  • @sblais – To start with this is just my 2 cents & I am in no way affiliated with OM. In fact the opposite would be true, I have products in similar niches as theirs.

    Though I have never considered the exchange rate possibility (Purchase in CAD->USD, Refund from USD->CAD), I will advise that this may not be entirely Optin Monsters fault.

    To clarify it is entirely possible that they simply click refund and the refund is actually carried out by the merchant processor like Stripe which would simply reverse the transaction. IE no opportunity for conversion calculations or adjustments.

    I understand that during that process you wound up losing what I can only assume is a few dollars, but consider this, if the value of the USD fell in that 14 day period you would have made money, so that again isn’t in the control of OM nor would it EVER come out in their favor as they are not the ones that would keep the change (again the merchant processor would be that culprit).

    Hope that helps at least clarify that I do not believe that the team at OM would try to mislead you in that way.

    Thread Starter sblais

    (@sblais)

    Still, they do not advertise that I would be paying USD (ever) so when I paid, it was over 40$ more. So, as a start-up, I think they should state the dollar that they are charging you as a customer.

    I have never had some company charge me more than I expected (most tell you exactly what you will be charged and the dollar that you will be charged in so as a consumer you know what you will be charged)

    The website does say 100% refund (implying that you will be refunded what you paid). If they meant USD they should say USD; a dollar sign does not mean USD no matter what they say.

    @sblais

    Thank you for bringing to our (OptinMonster’s) attention to the lack of clarity that the price is in USD. I’ve already discussed this with various members of the OptinMonster team and we are actively working on updates to our pricing page and terms to make this clearer in the future.

    I apologize for your frustration around this issue and we as a team thank you for highlighting a way we can improve for the future.

    If you decide to give us a chance again in the future, we would love to work you and help you increase your conversions and meet your goals.

    –Kevin
    –OptinMonster Support Manager

Viewing 3 replies - 1 through 3 (of 3 total)
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