Complaint Review: Captures.com

1) Why would it take Captures.com nearly 10 months to almost complete a website? There are not even that many products... And it's not like Captures.com entered them in either.

Answer: Development or launch date can get delayed for many reasons, the most common being due to not changing DNS from YOUR end, a change in domain, a change in products or change in drop shippers. These are things that we do not always have direct control of. If these matters aren't addressed on your end it can take longer to get you site operational. It was still built and available to make changes to during the last 8 of those 10 months. In addition, you requested to wait for Google Checkout, which delayed you a couple of months, despite being able to use PayPal or a Merchant Account.

2) Why does Google checkout confound your tech department?

Answer: It certainly confuses a lot of people, especially since it's new and almost everyone using it has had to learn the basics along the way. Fortunately, Google provides great documentation which you are free to review any time. It's not that we were having trouble on our end, it may have been changes Google made when Checkout was first available in our cart.

3) Why is it that you don't give refunds when you haven't even done the work? (As if that weren't a common theme here)

Refunds are not an option when the site is complete and you request changes or re-structure your business and change domains or products and it extends the launch date. The site was ready to go when promised, there were things you requested we do, that's all. I do see that you did have monthly payments waived out (which we don't normally do when it's a redesign, re-structure or other change that needs to happen once the initial store is built. This type of policy is very common in the eCommerce development and web site design industry.

4) Why have you been charging me $80/month even when there was no site up? Oh, and I have brought that up EVERY time I reluctantly had to have communication with Captures.

Hosting, technical support, coaching, submissions, redesigns, upgrades, etc. Those are all things that are covered when you pay your monthly fee. The site is up right away, just not live online. That doesn't change the fact that you use space on our servers, our technicians time on the phone, coaching sessions and a complete redesign without incurring extra charges outside the initial set up fee.

5) Why is it that no one but the sales guys ever respond? Are the others simply incapeable of interacting with humans?

Well, techs are typically less social, however we have a great team here who is very good at communicating with customers and getting their accounts handled well within deadline. Our company has experienced extreme growth over the past year and we are constantly hiring and training new team members to be able to effectively handle ALL our clients in a fair, affordable way.

6) If you have so many happy customers, why can't you make me one? I have been quite cordial about things, and cooperative; words I cannot use to describe your service (or lack thereof).

We have tried and will continue to work hard for you and the rest of our clients. It's hard to make everyone a happy camper in this business, but I think our track record speaks for itself. Just because there are a few complaints out of over 4,000 customers doesn't mean we aren't trying to make each and every one of our clients happy. I am sorry you feel that the "ball has been dropped" and am glad you decided to move forward despite feeling like you haven't been taken care of. Another reason we waived your monthlies.

7) What rather foolish lack of accountability EXCUSE will you come up with to respond to this report?

No excuses necessary. We have settled this with you and are currently working to move forward. We understand that things change and are just glad you are looking towards the future instead of concentrating on what happened in the past. Good luck with your business and I look forward to seeing you sell on search engines.

1) Why would it take Captures.com nearly 10 months to almost complete a website? There are not even that many products... And it's not like Captures.com entered them in either.

Answer: Development or launch date can get delayed for many reasons, the most common being due to not changing DNS from YOUR end, a change in domain, a change in products or change in drop shippers. These are things that we do not always have direct control of. If these matters aren't addressed on your end it can take longer to get you site operational. It was still built and available to make changes to during the last 8 of those 10 months. In addition, you requested to wait for Google Checkout, which delayed you a couple of months, despite being able to use PayPal or a Merchant Account.

2) Why does Google checkout confound your tech department?

Answer: It certainly confuses a lot of people, especially since it's new and almost everyone using it has had to learn the basics along the way. Fortunately, Google provides great documentation which you are free to review any time. It's not that we were having trouble on our end, it may have been changes Google made when Checkout was first available in our cart.

3) Why is it that you don't give refunds when you haven't even done the work? (As if that weren't a common theme here)

Refunds are not an option when the site is complete and you request changes or re-structure your business and change domains or products and it extends the launch date. The site was ready to go when promised, there were things you requested we do, that's all. I do see that you did have monthly payments waived out (which we don't normally do when it's a redesign, re-structure or other change that needs to happen once the initial store is built. This type of policy is very common in the eCommerce development and web site design industry.

4) Why have you been charging me $80/month even when there was no site up? Oh, and I have brought that up EVERY time I reluctantly had to have communication with Captures.

Hosting, technical support, coaching, submissions, redesigns, upgrades, etc. Those are all things that are covered when you pay your monthly fee. The site is up right away, just not live online. That doesn't change the fact that you use space on our servers, our technicians time on the phone, coaching sessions and a complete redesign without incurring extra charges outside the initial set up fee.

5) Why is it that no one but the sales guys ever respond? Are the others simply incapeable of interacting with humans?

Well, techs are typically less social, however we have a great team here who is very good at communicating with customers and getting their accounts handled well within deadline. Our company has experienced extreme growth over the past year and we are constantly hiring and training new team members to be able to effectively handle ALL our clients in a fair, affordable way.

6) If you have so many happy customers, why can't you make me one? I have been quite cordial about things, and cooperative; words I cannot use to describe your service (or lack thereof).

We have tried and will continue to work hard for you and the rest of our clients. It's hard to make everyone a happy camper in this business, but I think our track record speaks for itself. Just because there are a few complaints out of over 4,000 customers doesn't mean we aren't trying to make each and every one of our clients happy. I am sorry you feel that the "ball has been dropped" and am glad you decided to move forward despite feeling like you haven't been taken care of. Another reason we waived your monthlies.

7) What rather foolish lack of accountability EXCUSE will you come up with to respond to this report?

No excuses necessary. We have settled this with you and are currently working to move forward. We understand that things change and are just glad you are looking towards the future instead of concentrating on what happened in the past. Good luck with your business and I look forward to seeing you sell on search engines.

1) Why would it take Captures.com nearly 10 months to almost complete a website? There are not even that many products... And it's not like Captures.com entered them in either.

Answer: Development or launch date can get delayed for many reasons, the most common being due to not changing DNS from YOUR end, a change in domain, a change in products or change in drop shippers. These are things that we do not always have direct control of. If these matters aren't addressed on your end it can take longer to get you site operational. It was still built and available to make changes to during the last 8 of those 10 months. In addition, you requested to wait for Google Checkout, which delayed you a couple of months, despite being able to use PayPal or a Merchant Account.

2) Why does Google checkout confound your tech department?

Answer: It certainly confuses a lot of people, especially since it's new and almost everyone using it has had to learn the basics along the way. Fortunately, Google provides great documentation which you are free to review any time. It's not that we were having trouble on our end, it may have been changes Google made when Checkout was first available in our cart.

3) Why is it that you don't give refunds when you haven't even done the work? (As if that weren't a common theme here)

Refunds are not an option when the site is complete and you request changes or re-structure your business and change domains or products and it extends the launch date. The site was ready to go when promised, there were things you requested we do, that's all. I do see that you did have monthly payments waived out (which we don't normally do when it's a redesign, re-structure or other change that needs to happen once the initial store is built. This type of policy is very common in the eCommerce development and web site design industry.

4) Why have you been charging me $80/month even when there was no site up? Oh, and I have brought that up EVERY time I reluctantly had to have communication with Captures.

Hosting, technical support, coaching, submissions, redesigns, upgrades, etc. Those are all things that are covered when you pay your monthly fee. The site is up right away, just not live online. That doesn't change the fact that you use space on our servers, our technicians time on the phone, coaching sessions and a complete redesign without incurring extra charges outside the initial set up fee.

5) Why is it that no one but the sales guys ever respond? Are the others simply incapeable of interacting with humans?

Well, techs are typically less social, however we have a great team here who is very good at communicating with customers and getting their accounts handled well within deadline. Our company has experienced extreme growth over the past year and we are constantly hiring and training new team members to be able to effectively handle ALL our clients in a fair, affordable way.

6) If you have so many happy customers, why can't you make me one? I have been quite cordial about things, and cooperative; words I cannot use to describe your service (or lack thereof).

We have tried and will continue to work hard for you and the rest of our clients. It's hard to make everyone a happy camper in this business, but I think our track record speaks for itself. Just because there are a few complaints out of over 4,000 customers doesn't mean we aren't trying to make each and every one of our clients happy. I am sorry you feel that the "ball has been dropped" and am glad you decided to move forward despite feeling like you haven't been taken care of. Another reason we waived your monthlies.

7) What rather foolish lack of accountability EXCUSE will you come up with to respond to this report?

No excuses necessary. We have settled this with you and are currently working to move forward. We understand that things change and are just glad you are looking towards the future instead of concentrating on what happened in the past. Good luck with your business and I look forward to seeing you sell on search engines.