Verified purchaser
Frustrating
I purchased the Tier 2 plan but only received Tier 1 access. Despite multiple attempts to resolve the issue, support has been virtually nonexistent, with responses hidden behind multiple hoops instead of being readily available and helpful.
The software itself may be powerful, but it's also extremely complex. This is not a "press a button and it just works" type of product. To use it effectively, you need to understand the terminology and nomenclature, which appears to have been written by software engineers for other software engineers—not for everyday users.
There are very few clear, step-by-step instructions explaining how to get started, what each feature does, or how to accomplish common tasks. Comprehensive tutorial videos are missing, leaving new users to figure things out through trial and error.
If you need help, you're expected to join Discord. But what if you don't have a Discord account or simply don't want to use another platform? There should be built-in support, documentation, or at least a live chat where customers can communicate directly with someone. Instead, it feels like the only way to get anyone's attention is by leaving a negative review.
To make matters worse, promotional or upgrade codes may not even be honored correctly. In my case, I purchased Tier 2 but only received Tier 1 access, and I haven't been able to get the issue resolved.
The platform has potential, but it doesn't seem designed with the average user in mind. Until the onboarding, documentation, and customer support improve significantly, it's difficult to recommend—especially for anyone who isn't already highly technical.
Bhavani_RetrieverAI
Edited Jul 29, 2026Hi lorand4,
First, a sincere apology: you did email us — we found your message in our spam folder. It explains why support felt nonexistent from your side. We've fixed our inbox filtering so this can't happen again.
Second, a correction to our earlier reply here, which was based on the wrong account record. After reading your email and re-checking your license history, here's what actually happened: your purchase was two separate Tier 1 codes, not a Tier 2 plan — your own screenshot shows both as "License Tier 1." Unlike some older AppSumo deals, this deal doesn't support code stacking, so two Tier 1 codes don't combine into Tier 2. Each tier is purchased directly as a single license. You're a longtime Sumo-ling, and honestly the expectation is understandable — we're adding a clear warning at activation so nobody else gets caught by this.
We see both codes have since been refunded. If you'd like to give it another go, a single Tier 2 code grants the Pro plan with its full credits instantly on activation. Email us at [email protected] when you do and we'll personally confirm everything landed correctly — and add some bonus credits for the frustration this caused.
On tutorials: we do have a channel of step-by-step demos at https://www.youtube.com/@retriever-ai/ — including walkthroughs of exactly the kind of lead-list and scrape-to-sheet tasks you were running. And to be clear, Discord is optional: [email protected] is a monitored inbox, no extra platform needed.
Your bigger point about plain-language onboarding is fair and heard. We're working on simpler getting-started guides written for regular users, not engineers.
Thank you for taking the time to write.
— The rtrvr.ai team