ChannelAdvisor Corporation CA Washington Sold our company an unfinished product and will not refund/cancel Seattle Washington

Around 2 months after signing our contract with ChannelAdvisor (CA), we started to experience issues with their service that made their software unusable for our intended purposes.

We received monthly "updates" for the following 7 months stating that our issues have yet to be resolved. We made contact with CA regarding termination of our account at this time. CA was fully aware of our intentions to discontinue their service.

In an honest mistake, we did not submit a formal termination request until after we were notified of our outstanding balance on 10/22/13. We received no prior notifications or warnings in regards to our auto-renewal which was scheduled to take place on 9/28/13. The only notification we received was the following day stating they were unable to charge our credit card on file for the renewal fee of $19,750.

We feel CA acted in bad faith by not reaching out to us regarding our impending auto-renewal.

We were locked into an auto-renewal with no option to opt-out. The auto-renewal would also add 4% to our renewal cost.

Contract’s estimated target dates of “Weeks 4 and 5” for “Full Product Launch” of the eBay and Amazon marketplaces were extremely unreasonable and misleading.

For 203 days out of 365, we were unable to use their service for our intended purposes which essentially resulted in a loss of $10,286 in the first contract year.

During those 203 days we were left in the dark as to when the issues would be fixed.

We believe ChannelAdvisor sold us an unfinished product and acted in bad faith by auto-renewing our contract knowing our intent to discontinue their service. During this process we have had major difficulties communicating with their staff to resolve this issue amicably.

On top of using an "evergreen clause" in their contract, we feel they also used rush tactics by giving us a "special discount" only valid for a week.

The total amount we are disputing is $29,786 for our loss during the first contract year and the entire renewal amount.

ChannelAdvisor has poor customer service, uses deceptive sales tactics, promises a lot, and delivers very little.