reputationstacker.com Reputation Stacker, reputationstacker reputation management reviews Marina Del Rey Internet

A few days ago the owner of the company reached out by email and sent (a very genuine) apology and rectified the situation. 

It seems this was just a case of support reps following a script without deviation; it's just unfortunate that it took everything here to get a resolution. 

For the record, I'm now convinced this is a case of bad systems / hiring and not bad company or company leadership as they do seem genuine in their intent to fix this issue. 

You have some obvious false statements in your reply - I only wish you were this forthcoming in dealing with my original request. 

1) "The client started by saying that they sent an email previously requesting cancellation, then threatened to write bad reviews if we didn't provide a refund."

- We both know this isn't true. 

Here is my first (recent) email to you

****************

Hi,

I sent a message requesting a cancellation of my account (XXXXX) around Mar 31st and a refund.

I've just checked and I've been billed. I'm sure if you check my logs you can see we haven't logged in or used the service.


Could you process a refund please to my card ending XXXX?

(I've removed my account name and last four digits but otherwise left the email unchanged)

And my second email sent after you replied to my initial email with a standard script about being outside of 30 days

****************

I've contacted you out of courtesy as I assume it was just an admin
error on your end.

I'm unsure why you don't have the email but you can clearly see that I
haven't used the product since the first few days of joining. I'm
asking again, please check and refund accordingly. I really don't want
to file this as a dispute with the card company as you then get
charged for the chargeback in addition to having to refund the money

************************


I've pasted this in its entirety and not changed or removed any part - I'd urge you to tell the truth. 

The final email that you've pasted is accurate - that's what I sent an hour ago. There's no extortion going on here; I'm already highly likely to warn anyone in the community who asks to avoid you and your software and no amount of refund will change that. There's nothing for me to extort.

I genuinely want you to reflect on whether your desperation for $69 was worth all of your time spent dealing with this and the bad word of mouth that your poor customer service will generate. You can see I haven't used the product even if your 'never fail bullet-proof email system' didn't receive my email. Unless you're on the verge on running out of money, why wouldn't you refund a customer in that situation. 

I understand you're a small company and money is probably scarce, but this isn't a good way to do business. That said, you can sleep easy knowing I have no further intention of dragging this out or wasting my own time complaining anywhere else unless you want to keep telling lies about this situation.  

Hi readers,

We've been through a few rounds of emails with this client, starting on day 42 after they signed up. The client started by saying that they sent an email previously requesting cancellation, then threatened to write bad reviews if we didn't provide a refund.

We explained that cancellation is entirely in their control within their account (they click the "Cancel" button), and that per our 30-day money back guarantee, in order to be refunded they must cancel and request a refund within the 30 day period - no big suprise there.

We also explained that the cancellation policy is clearly explained in our User Guide (https://reputationstacker.com/user-guide/) and Terms of Service, and that we also provide these instructions in every reply to every client who requests cancellation. We have triple checked our email logs, phone records and voicemail, and have found no previous communication from this client prior to day 42 after they signed up. In their review they state that there is no option to cancel, but this is obviously not true, as our User Guide has very easy to follow instructions on how to cancel.

They also state that we are probably foreign based. Pros of cons of foreign based companies aside, we are not one. We are a California LLC. Our entire team is US based. Develpment is in Orlando, FL, marketing is in Dallas, TX, and customer support and additional development is in Los Angeles, CA.

They also claim that they offered to send us a copy of an email requesting information on cancellation, but they never actually made this offer to us.

Here is a copy of the last email we sent to this client:

"We understand your frustration. We really do. We try to make it as absolutely easy as possible for you to cancel by providing instructions in our User Guide as well as our Terms of Service, and putting the cancellation process entirely in your hands by clicking the "Cancel" button in your Billing Account so you have total control.