- Report: #1306394
Complaint Review: WordStream - Internet
Reported By:
Mike Kazmer -
Redondo Beach, California, USA
Submitted:
Updated:
-
Author Confirmed
Why?
WordStream
Internet, USA
Phone:
855.967.3787
Web:
www.wordstream.com
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
WordStream Larry Kim Deceptive Scam Billing Practices Non Existent Support Buggy Software Internet
We originally signed up for Wordstream thinking it would add value to our Google adwords campaign. We found the software to be very buggy and poorly designed. Worse, there were no support options - they do not offer phone based support, only a generic email address to send in your questions.
All of our support requests were ignored. We finally sent in a cancel request, to which we also did not receive a reply. We were very surpised when the next month they billed us again. Once again, we tried to contact WordStream but to no avail. We even tracked down the CEO, Larry Kim, who thinks of himself as a writer over at The Huffington Post. We tried to contact him directly, but that was also ignored.
When they billed us again the next month, we had enough and initiated a chargeback with our credit card. That got their attention! Now we are getting generic "billing issue" emails and voicemails. We also were able to convince our back to block future charges.
It is very sad that a company with such a public CEO offers such a poor client experience. I noticed a lot of other complaints here on the Ripoff Report about Wordstream - I wish I would have checked them out better before I signed up for their services.
1 Updates & Rebuttals
Chris
Boston,Massachusetts,
USA
Complaint Response
#2UPDATE Employee
Wed, September 28, 2016
Hi there,
Our apologies for the delayed response to this complaint, as we were unaware this type of feedback was being published on Rip Off Report.
Firstly, we’re truly sorry that this customer feels that we did not do right by then. WordStream strives to provide a great customer experience and provide stellar customer service, our commitment to both of which can be seen by the very positive reviews on G2Crowd.com.
As a company with thousands of customers, WordStream has billing and contractual procedures that are standardized and completely transparent.
- We require customers to sign an Order Confirmation at the time a contractual agreement is reached. As part of this Order Confirmation, all customers are required to acknowledge their understanding of our terms and conditions by initialing several key elements of the document, including the minimum duration of their contract and WordStream’s cancelation policies.
- We enforce these policies equally for all parties involved. This is to ensure that all WordStream customers receive the same excellent standard of customer service, and to avoid ambiguity regarding our terms and conditions.
Unfortunately, we are unable to make the connection to the specific individual who submitted this complaint, meaning we cannot examine specific account details to confirm the points raised in the original complaint.
We are truly sorry this customer had a negative experience with WordStream.
