UPDATE: Lowered the score to 1 taco. The chat functionality has now disappeared from my account and can only be accessed through their support page, whereas before I could access it on my dashboard. All my chats have also disappeared (this is the 2nd time this happens), after I managed yesterday to get a response in chat after hours of waiting. I had sent the same message regarding the DPA, and waited for hours on end. I sent several follow ups with no response. I then sent a message on the same thread mentioning I would have to refund the product and that is when I got a response. Just to note, all this time the chat indicated the support person was online and I was connected to them. I was once again promised a quick response, and once again got nothing. I unfortunately cannot recommend the product based on the very poor customer support experience. I will be refunding the product. I am not sure if this customer experience is due to a bug in their chat line, or what the issue is, but the only way to get in contact with them is through that chat (as far as I can see), and so far it has proven an impossible task.

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It's a bit of a shame, as I had high hopes for this product.

The help guides are super helpful, written in plain language, and the product overall isn't difficult to use or set up, although the UI does feel a little dated.

My main negative experience has been with customer support.

I first asked a question on 4 November and was promised a response within 24 hours. Unfortunately, that response never arrived, despite me following up almost every day. Without an answer to my question, I cannot use the product properly.

I've tried asking questions through the chat several times since. I've been connected to a customer support representative, but each time I've been left without a response. This has happened on every occasion except my initial conversation.

My original question was about their DPA. The DPO email address published in their privacy policy doesn't appear to work. When I tried contacting it, I received a message saying the email address doesn't exist. This is a significant concern, particularly for customers based in the EU or UK who may need to contact them about data protection matters.

At this point, I may have to request a refund, which is a real shame because the help guides suggest that the product has a lot of potential.

However, the lack of customer support makes me question what would happen if I needed urgent assistance with a data protection enquiry or had another important question in the future.

I completely understand that support teams get busy, and I don't expect immediate responses. What I do find difficult to understand is how a response within 24 hours can be promised, only for several days to pass without any communication.

It would be really helpful if the chat provided automatic updates about where customers are in the queue and when they could realistically expect a response. Currently, the chat says "We typically reply in 5 minutes", which unfortunately hasn't been my experience. Even a more realistic estimated response time would make a big difference, as at least customers would know what to expect.

To be clear, I'm not criticising the product itself. Connecting the email account was very straightforward and the tutorials are good. Nor am I criticising the customer support representative personally, who was respectful and kind when we did speak.

My criticism is specifically about the overall customer support experience. It needs significant improvement, as the lack of communication is currently preventing me from getting the full value out of a product I was genuinely looking forward to using.