jacquielawson.com jacquie lawson Jacquie Lawson: Customer Service Fail! Technical Support Fail! Membership, cancelled!

My problem with this company is the terrible support from their support staff who obviously does not read your email report of the problem so it never gets fixed.

The specific problem that I consistently experienced was that birthday reminders notifications quit working a year and a half ago. Contacting support resulted in just getting a copy f the FAQ, with no action on their part.

That is just not acceptable for a pay site. Its service level is below that of free sites.

After relentless reports of the problem, they finally responded and said some users experience it, then they said that they fixed it so I renewed but that they lied, the problem was still there when my next reminder failed to work.

Numerous requests for help landed on deaf ears, month after month they did nothing to fix the problem and never communicated with me about what was going on. This service level is just never acceptable.

Annoying and useless things they offer in place of good service: Sent me FAQ each time I’d report the problem, even though I made it clear hat this was an ongoing, chronic problem. This is useless and a waste of my time, and shows that they are not paying attention at all at their end. They never updated me on progress even though they promised updates.

Its true that this is the cheapest online greeting card site on the Internet so I expected it would not be as nice as other sites but this is a simple technical issue. I’ve been an engineer supporting online companies since the Internet first became accessible to the public, so I know that this is not rocket science, this is a simple problem and should not have ever taken more than a month to get repaired completely and permanently.

The worst part of this service is the extremely poor customer service that is unsupportive and the staff just does not put in effort to fix your problem. There is a reason this is the cheapest site out there and it looks like its because they don’t have the appropriate staffing levels and experience to keep the site going in a professional manner.

There have been a variety of other glitches with this site, which is very annoying because its a very simple service. All they need to do is to give me a reminder, let me select a card, address it to the recipient, send it, receive a notification that its been received. 

This site has experienced failures in all these areas so its not like they have experienced a random glitch, they have failures in all areas of their service, a frightening scenario considering that in this day and age, this type of service is well known and there is no reason to offer such poor service to the consumers pay with their hard earned money. I don’t recommend this site at all. 

Frustrated after a year and half of this issue not being fixed (it had work for a year before that, so its not like I’m a new user with unrealistic expectations, I just expected the essential service that makes this service useful to me) I finally sent one more email to notify them that I was dissatisfied with the service and I was canceling it and I requested a refund for the past year (it had not worked for a year and a half) and surprisingly they replied to my email immediately, stating that they wold refund the unused part of this year’s subscription, but that only applies to a few days of service, they did not refund for the entire year that it did not work. This is not acceptable for a consumer service and is why I don’t recommend them.