Verified purchaser
Disappointment with AppSumo Plus Membership and Customer Support
I am writing to express my deep disappointment and frustration with the recent experience I have had with your customer support. As a loyal AppSumo Plus member, I have always held AppSumo in high regard, but my recent experience has been far from satisfactory.
1.Lack of Support Response:
Before canceling my order, I attempted to reach out through the chat icon and left a message seeking refund information. Unfortunately, I received no response. The Simplebase app support was subpar, prompting my desire to cancel the order. However, AppSumo's support approach has been far from user-friendly. The only available support channel, email, has an unacceptably slow response time, causing customers like me to lose hope and confidence.
2.Unshared Agreement Clauses:
Not every clause in the agreement was shared with me prior to my purchase. This lack of transparency is troubling and has contributed to my dissatisfaction.
3.Lost $25 Coupon:
As a result of your support standards, I have now lost a $25 coupon which I do not believe I should have forfeited. This situation is particularly frustrating as I was unable to make an informed decision due to the poor support provided.
4.Delayed Purchase and Price Increase:
I wanted to purchase another app, Zero Work, but the price increased while I was waiting for support queries to be addressed. This delay has caused additional inconvenience and frustration.
5.Request for $25 Coupon Reinstatement:
No Response at all.
6.Unacceptable Response Times:
As an AppSumo Plus member, I expected timely and efficient support. However, the turnaround time has been extremely poor. I have sent 13 emails and waited 5 days before receiving a response, which was merely a link and not a solution. This is far from the standard of service I have come to expect from AppSumo.
Overall, my recent experience with AppSumo has been incredibly disappointing. I shared with all attachment for evidenced why I am cancelling the order. The lack of timely support, transparency issues, and the forfeiture of my coupon have led me to question the value of my AppSumo Plus membership. I hope to see improvements in your customer support and transparency to restore my confidence in your services.
Katie_AppSumo
Jul 17, 2024Hi Radhika, we truly appreciate you taking the time to share your sentiments with us regarding our AppSumo Plus membership as well as your recent experience with our Support Team.
We apologize for the delay in expedited support. As mentioned both in our email signature and from the Support Specialist who spoke with you directly on July 4th, our Senior Staff was out of office for the national holiday weekend. As soon as our full team returned to the office on July 8th we were able to assist you regarding your requests.
As a Plus member your email requests will always be expedited before our general queue, but we appreciate your understanding that during holidays we do give time off to our full time employees to enjoy with their families as part of AppSumo’s company culture. Rest assured, there will always be Support Contractors available to provide you with status update.
Additionally, I’ve spoken with our Support Team and I see since writing in they have been able to assist you on multiple occasions with all of your concerns. While we understand the answers might not have been what you were hoping for, our team did address all lingering questions you had regarding AppSumo’s policies.
Regarding your mention of a lost $25 coupon, as with all coupons from AppSumo the $25 Plus quarterly coupon is single-use, non-refundable, and non-transferrable. As you had applied this coupon to a purchase we are unable to reinstate it. For your convenience (and for any additional questions) please review our AppSumo Plus Coupons FAQ for more information.
Thank you again for sharing your feedback, we are always looking for ways to improve our Plus members experience and we will be sure to review this together as a team!