Terrible customer service, double payment taken
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Terrible customer service, the guy gave us the silent treatment after we spotted double payments being taken from our account and asked for a refund of one of them for the months it was done. They had us spending our own time testing their own fixes, we kept hearing excuse after excuse ‘well no other person has this issue’ – so? we do…. ‘woocommerce is built with it defaulting that way’ – arnt you a plugin to change that? – their bad plugin has led to lost sales, and annoyed customers, and a huge amount of lost time trying to help this person actually provide what the monthly fee is for….. avoid.
Update following owner replies below: Since leaving this review, I have had near daily emails directly or notifications of replies to this review. Ironic, seeing as the issue was during the course of the subscription, we were given the silent treatment for almost 7 weeks in total, barre an off-topic refund when I spotted that for several months we had been double charged, Lucky that I happened to notice this by chance as it wasn’t spotted by CheckoutWC. – so yes in fact we were double charged for a period until I noticed and requested a refund.
9th June I received an email ‘I’ll need to test with your staging site again – looks like it’s down?’
12th June My reply: That the wrong staging site was trying to be logged into, and I gave the correct one. – From this point, silence. To me, it very much looks like the testing ball was in your court.
3 follow-up emails were sent by me for an update, but nothing. A detailed Facebook group post detailing the remaining very basic points; throughout this process, a number of new requests got added due to the constant updates being patched and tweaks, then making something else break and require patching.
Following the continued silent treatment and obviously ignoring of a paying customer. I sent an email giving 4 days notice to correct the issues, refund us in full, failing to do so I would leave this honest feedback. After the time I stipulated, I received and extremely passive aggressive 2 lines saying he had no idea what I was talking about. Which it was too late at that point, and I had already left my feedback as I had given notice I would for him to remedy prior.
But before reading the below replies, ignore the blame shifting and deflection by irrelevant and false information. Once through that, you are greeted with a victim mentality, that how dare I call him out on his behaviour. It continued with emotional manipulation, feeling sorry for himself that someone is not just allowing that behaviour to continue unchecked.
At no point at all is there any empathy or self-awareness that his lack of silence cost me several thousands of pounds in lost business due to the bugs and challenges we faced? At points, I had to switch the plugin off entirely just to be able to have a checkout process that worked in his period of silence. There is no apology for the loss of revenue, customers, and reputation I have lost for not being able to have a clean, smooth process for my customers, is there? Not a second is spent thinking about how his unprofessional conduct affect me and my staff. No apology for the hours I spent and wasted testing his product and not working on my own business.
However, he wishes for me to change my TRUE AND HONEST review, which was left due to his terrible conduct and service. Purely on the basis, it might damage his business. No, you damaged your own business the second you decided to act in such a selfish, bizarre and unprofessional manner. I haven’t damaged your reputation by highlighting your shortcomings. You damaged it by showing them. I purely reported them for an honest review.
Frankly to try to get me to empathise by using my own business is laughable. Seeing as I would never place myself in this situation as I would NEVER demonstrate the behaviour you have done, via the most ridiculous cycle of silent treatment and passive aggression. I run my own business so I do not have to do business with personality types such as this. So I am very pleased it has ended and without much effort, the owner of this business with the below has shown exactly the type of service and respect you will be getting. None.
Again AVOID.
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