Complaint Review: Orange Soda Inc.

After weeks of negotiating a marketing campaign with Luke Steele of Orange Soda, a SEO company, we agreed to target ONE product from my online store and use ONE keyword. I was promised that the keyword would only be a few cents per click and I would get over 1,000 clicks for the $100 budget. I was also promised an account manager, who would discuss my account with me. I also paid $50.00 for this so-called account manager.

When the campaign began, six different keywords were used, most of them at a dollar per click. At best, I would get 100 clicks, a far cry from the 1,000+ I was promised.

I immediately began trying to contact Luke Steele, who made the promises, Kevin Dickson, who was supposed to be my account manager, who I never spoke to, and Natasha Reeves, who sent me a "welcome" email. I later found out that Kevin Dickson was no longer in the accounting department and it was actually Natasha Reeves who was supposed to be my account manager. The link she provided me to her personal email did not work.

I sent 3 -4 emails a day to Luke Steele and Kevin Dickson for a week. None of them were ever answered, nor were my requests to cancel my account.

I finally engaged in a live chat. This person put his supervisor, MacKenzie Oslund, on the chat. I asked simply to cancel my account and return my money.

My account was canceled but they have refused to refund the $150.00 I paid them. They did not discuss any changes to my account with me; all of it was done without my knowledge or consent.

Ms. Oslund informed me that it was their policy NOT to make refunds during the first month of an account and I had agreed to their terms.

What about their agreement to MY terms? It was my money and I agreed to have it handled a certain way, which they did not do.

Sharon
Coushatta, Louisiana
U.S.A.