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Likely No Recourse - Buyer Beware

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Promo com - Likely No Recourse - Buyer Beware
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My recent encounter with Promo.com has regrettably left me with a sense of dissatisfaction. I had amassed a substantial number of credits, totaling 42 and valued at $2520, in my account.

I requested these to be refunded to my credit card due to personal circumstances. However, a recent policy change has resulted in the forfeiture of credits upon payment cancellation. This policy shift has left me feeling frustrated, and it's like my credits are being held in a precarious situation. I sought a cash refund for the credits, but my request was denied.

Instead, I was offered an alternative compensation of 100 credits, valued at $6000. While I appreciate the gesture, it doesn't fully address the central issue at hand - the denial of my refund.

As a long-standing supporter of Promo.com since its launch in 2016, I had hoped for more understanding and empathy in this situation. Unfortunately, the customer service experience has been less than satisfactory, marked by a lack of responsiveness to my concerns.

To those considering engaging with Promo.com, I offer a word of caution regarding their refund policy, which appears to lack fairness, and their apparent shortfall in showing empathy. I now find myself regretting my reliance on their services and can only hope that they reconsider their approach to customer care.

A piece of advice for those setting up an account: exercise care when selecting the recurring payment option, particularly for smaller businesses, to avoid potential complications related to credit usage and loss.

I explained to "Lana" - the only contact available by chat - that due to the combination of COVID-related challenges and my work partners being located in China, my business has suffered significantly over the past three years.

In addition to these difficulties, I experienced the loss of both of my parents within a year, and they were residing in East Africa. These circumstances made it virtually impossible for me to manage the necessary arrangements with Promo.com.

Additionally, they say that they have had the same policy consistently since their inception, but this assertion does not align with reality. When I initially joined Promo.com, and for a considerable period thereafter, payment was made for videos on a per-creation basis. I am prepared to share the detailed conversation transcript via email to substantiate this claim.

Lana responded, "We have refunded the biggest amount we could on your account. The best option we can offer for one free year is 100 credits. This is the best option we can offer together with the free year that was offered earlier," I extend my gratitude for the extra 40 credits, but I am unwavering in my request for a refund to my credit card for the 60 credits that were available at the beginning of our dialogue since October 2022 (today is 8/25/23).

This is the extent of my appeal.

Lastly, to date, there has not been a response to my messages since July 25th. I am hoping that any of my efforts will yield a positive result .

Further - they have removed all the billing information from my account showing only the credits

View full review
Loss:
$2520
Pros:
  • Have good videos - though expensive
  • Wide range of videos
Cons:
  • Pricing
  • Cancelling plan results in loss of credits
  • Inability to get real support

Preferred solution: Full refund

User's recommendation: Buyer Beware

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Prof. Darren Linvill

Darren Linvill investigates data messaging and context accompanied by inauthentic behavior on social media networks. He also examines misinformation and disinformation in the rising field of social media forensics and data monitoring.

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