Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:13/05/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I entered into a 12-month contract with Wishpond Technologies in November 2024 at $2,500/month for SEO, Meta ad management, and ****** ad management. After a few months, due to their failure to deliver on SEO and ****** ads, I reduced the scope to just Meta ad management at $2,000/month. Despite this, they only produced one series of ads in five months, and my sales declined dramatically. They made many promises at the outset, advised me to reduce my Meta ad spend, then later blamed poor results on the reduced spend. On March 27, 2025, I sent a detailed email terminating the contract as their mismanagement was harming my business. They have continued charging me since, and I am now caught in back-and-forth emails with customer service, experiencing the same stalling tactics many others have reported.

  Business Response

  Date: 21/05/2025

  We acknowledge and fully understand the concerns raised by the client, and we regret that their experience did not meet expectations.
  
  While the service agreement remains active and we do not believe a refund is contractually warranted, we value our client relationships and are committed to resolving matters amicably. As a gesture of goodwill, we have agreed to waive the remaining six months of the agreementamounting to AUD ******and, in addition, we are open to providing a partial refund of AUD 2,000.
  
  We hope this resolution reflects our willingness to find common ground and move forward constructively. Our team remains available to discuss any further concerns, and we sincerely hope to bring this matter to a positive close.

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February of 2024 ****************** entered into an agreement with Wishpond. The primary reason for entering this agreement was a re-design of our existing website to display properly on desktop, laptop and mobile platforms. We were assured that the new website would look and function as our existing website does. We were also assured that this was a goal that was both within Wishpond's capabilities and readily achievableand and would be finished in 3 months. This did not happen and we tried to work to the goal for an additional 8 months through multiple account managers. While our current site presented our prospective clients with a simple and easy to use order form, the new site left us with a multi step order form which was both complicated and confusing to use. Wishpond claims that they gave it their best effort but we were assured that was both within their capabilities and readily achievable and would be completed in 3 months. We entered into a contract based on Wishpond's assurances not that they would give it their best effort, but that our goal could and would be met. This did not happen. Moreover we were told that part of their inablity to meet our goal was caused by limitations with a third party web group. We were not told that a third party would be involved before entering the contract. Wishpond did not meet the contract goal. I am seeking a refund of the payments made to Wishpond..

  Business Response

  Date: 10/03/2025

  Dear BBB,
  Thank you for reaching out and for sharing the clients feedback.
  I have thoroughly reviewed the account to understand the timeline of the client's concerns.
  Upon review, I can confirm that our team has completed all work outlined in the agreement. Additionally, our team has made efforts to accommodate the clients requested changes and provide assistance wherever possible, even when these requests fell outside our scope of work.
  That said, I acknowledge that the clients expectations were not fully met due to various factors, both within and beyond our control. It is important to note that this subscription covers a website redesign and access to our software platform.
  In conclusion, we will be closing the account with immediate effect and issuing a $1,000 credit to the client for the website redesign. We believe this is a fair resolution to address the clients concerns.
  Please let me know if you require any further information.
  Best regards,

• Initial Complaint

  Date:23/12/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **Complaint Against Wishpond Failure to ***************************** In December 2023, I entered into a contract with Wishpond for a year of marketing and targeted ad services to begin in February 2024. Promised deliverables included: - Increased visibility and leads - Monthly newsletters - New campaigns every 6 weeks - Ongoing optimization of campaigns By July 2024, only one campaign had been delivered, generating 71 leads through a three-email drip campaign costing approximately $4,350 ($3,150 in fees + $1,200 in ad spend). This resulted in minimal value, as my business already had over ***** organic contacts. **Issues Experienced:** - Frequent turnover: Three account managers by August 2024, leading to lost continuity and unmet expectations. - Minimal deliverables: Between February and October, only one campaign and minimal engagement. - Misaligned strategies: After raising concerns in August, Wishpond shifted focus to SEO and blogs, but results remained unsatisfactory. **Notable Events:** - October 31, 2024: First blog post delivered, three weeks late. - November 22, 2024: Second blog post delayed and misaligned with prior feedback, highlighting a product my business doesnt carry. - December 9, 2024: Poorly written AI-generated content ignored my detailed October feedback. Despite clear communication of my business needs, Wishpond has failed to uphold its commitments, adding stress instead of alleviating it. I have wasted time correcting their errors and addressing their oversights, significantly detracting from my ability to run my business. **Resolution Sought:** I am requesting a full refund of the fees paid to Wishpond ($6,300 to date), as the services provided did not meet contractual obligations or deliver promised results.

  Business Response

  Date: 24/12/2024

  Dear BBB,
  We acknowledge receipt of our client's cancellation request dated December 10th, 2024, and appreciate her feedback regarding her experience with our services.
  We sincerely regret the delayed responses and the error made by our team regarding the inclusion of a product not carried by her business, which was understandably frustrating.
  As part of our commitment to resolving this matter amicably, and in recognition of the situation, we are pleased to offer the following

  Cancellation of the Account
  Write-Off of the Remaining Two Months on the Agreement: Totaling CAD $1,260 (CAD $630 x 2 months)
  Refund of the December Charge: CAD $630
  Creation and Management of One Campaign Free of Charge

  
  We hope these measures reflect our intention to address her concerns and provide a satisfactory resolution.

  Customer Answer

  Date: 01/01/2025

   
  Complaint: 22721300
  
  I am rejecting this response because I was not provided adequate services for any of the months I was in contract with Wishpond for. I understand there is backend work provided that I may not have seen so I will accept a partial refund of the total less 3 months to compensate for the loss. The total refund I am willing to accept is $630x 7 months $4,410. I am not interested in any or partial compensation provided in the form of services from the company. Please acknowledge receipt and respond to this accordingly. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 10/01/2025

  Dear BBB

  
  After carefully reviewing the account history and the work completed, we regret to inform you that we are unable to offer any additional refunds beyond what has already been offered. As shown in the attached documentation, work was performed during the period in question.

  
  If the work did not meet your expectations, we would greatly appreciate the opportunity to address and resolve the situation to your satisfaction. Please let us know if you're open to working with us on this.
  Kind regards,

  Customer Answer

  Date: 23/01/2025

   
  Complaint: 22721300
  
  I am rejecting this response and have added my comments on the report provided and re-uploaded. There were several gaps in the report that did not clearly show what was actually provided and when. The timelines were consistently wrong along with errors in links, missing campaigns, inadequate work and delays in blogs provided. I am willing to accept a 50% refund of what I have paid to Wishpond to finalize this so we can both move on. 

  Your clients deserve to know what kind of company they are dealing with and what kind of ethics you hold. I know I am not alone in being one of many dissatisfied customers and this is your chance to rectify this perception and provide me with the reconciliation I deserve.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 04/02/2025

  Hi BBB,

  
  Thank you for sharing the client's feedback with uswe sincerely appreciate her honesty and insights.

  
  After a thorough internal review, we have considered her concerns as well as the efforts our team has dedicated to this account. While we are unable to accommodate the refund request due to the work already completed, our offer for a one-month refund remains available. Additionally, our team will provide the creation and management of one campaign at no cost.

  
  We hope this final resolution provides clarity
  Best regards,

  Customer Answer

  Date: 08/02/2025

   
  Complaint: 22721300
  
  I am rejecting this response because I have already provided adequate information on why this is not satisfactory. I will absolutely not be accepting more work from you under any circumstances.

  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:11/12/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted with Wishpond around March 2024. Their bill is 304 in Bahamian dollars charged to my business card. We got the system set up, but it was not working as presented so I asked for a cancelation. I sent several emails. This month, December 2024, they charged my account again for $304.05. This is after several emails to stop. I cannot reach anyone to discuss this with or get confirmation of my cancellation request. Now I have to consider cancelling my business credit card just so they are not able to charge me. Contacting you is my last report. Please help.

  Business Response

  Date: 12/12/2024

  Thank you for reaching out and sharing your experience. We have conducted a thorough review of your concerns, and Id like to provide further clarity on the situation.
  The client entered into a 12-month agreement, currently in its 10th month, for the use of our software platform, which operates as a self-service tool. This agreement includes recurring billing. For additional support, we have a dedicated support team ready to assist our clients whenever needed.
  In October, our team proactively reached out to address the clients concerns and requests; however, we did not receive a response to that communication. Despite this, we remain committed to supporting our clients and ensuring a satisfactory resolution.
  While we stand by the terms of the agreement, we understand the clients perspective. As a gesture of goodwill, we have decided to make a special exception by waiving the final two payments. This adjustment ensures a fair resolution and will bring the agreement to an immediate close with no further billing.
  We wish you all the best and hope this resolution provides the clarity and fairness you were seeking. Should you have any further questions, please dont hesitate to contact us.

  Customer Answer

  Date: 12/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:10/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 09/12/2024, our company contracted with Wishpond / PersistIQ ("Wishpond") for the provision of qualified leads for our business. Based on published Wishpond advertising, consensually-recorded meetings / calls / ***** with the organization prior to contracting, and an executed SOW, we were led to believe that we would be provided with "1000 leads generated each month that match the Target Audience" for our business [SOW p.5, Section 1(a)], as well as detailed reporting and account management. ********************** has not only failed to book a single meeting since September, has only received one "positive reply" from a lead (from a single vendor outside of the "Target Audience" articulated in our documentation; reported multiple times in their "weekly report"), but has also failed to honor multiple written and verbal requests for additional details as to how they are presenting our company to the prospective clients in the form of any meaningful reporting (i.e., which lead is receiving what message on which date). We repeatedly receive as their "reporting" a single email following the below format (stats vary): "Overall Stats Emails Sent: 2886 Replies: 3 Positive Replies: 0 Meetings Booked: 0 Positive Replies that SDRs are following up with - *******************************"Absent requested detailed information despite multiple requests, we have asked Wishpond to terminate the contract, cease reaching out to the market on our behalf (which can have deleterious effects on our brand reputation), and obtain a refund for funds paid to date. Said requests have been ignored and they continue to not only reach out to the public on our "behalf" yet absent consent, but also have failed to refund any monies ($1750******, starting in September 2024). We have told Wishpond and our bank to stop payment after two payments. At the very least we seek: refund for all monies paid, release from the contract, immediate return and/or deletion of any IP related to our company.

  Business Response

  Date: 17/12/2024

  We appreciate the valuable insights and concerns shared by the client, which have helped us conduct a full audit of the account.
  As per the signed 12-month agreement with **********, the package is not a month-to-month arrangement but rather a recurring subscription, as outlined in the terms of the agreement.
  Our teams have been working diligently on the account over the last two months, striving to optimize the campaigns and deliver the best possible results. We have engaged with the client multiple times to strategize and improve performance. However, during the most recent discussion, the client declined our proposed pivot and campaign recommendations.
  It is important to note that Persist IQ campaigns are not tied to specific performance outcomes.
  That said, in the spirit of fairness and to bring immediate resolution, we have decided to close the agreement early and waive the remaining 10 months. Rest assured, no further charges will be applied.
  We hope this provides clarity and resolves any remaining concerns. We sincerely wish our client all the best in their future endeavors.

• Initial Complaint

  Date:28/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Formal Complaint Regarding Wishpond's Unethical Subscription Practices Better Business Bureau, I am writing to formally file a complaint against Wishpond regarding their unethical and unprofessional handling of my subscription cancellation. Despite multiple attempts to terminate my subscription, they have refused to comply, employing delay tactics and uncooperative behavior. The option to cancel my subscription has been deliberately removed from their platform. We have taken screenshots and documented all communication to demonstrate this issue, which we can supply upon request. Despite my providing clear evidence, Wishpond has failed to address the matter or provide a resolution. Repeatedly, I have been redirected to specialized agents who either do not respond or send generic emails requesting phone meetings with no firm dates or times. This cycle of delay is ongoing, and even after assurances that Novembers payment would be waived, I was still charged. I have complied with their three-month notice requirement to cancel, yet they continue to ignore my requests. I have been dealing with ***** **********, a South African representative from Wishpond, whose lack of professionalism and unwillingness to assist has made this process utterly exasperating. This has been a nightmare experience, and I would strongly discourage anyone from using Wishponds services. We have maintained detailed records, including emails, screenshots, and downloads, to support our claim of unethical behavior and unfulfilled commitments. I am seeking immediate assistance to resolve this matter. Specifically, I request: 1. Immediate cancellation of my subscription. 2. A full refund of Novembers payment. 3. Confirmation that no further charges will be made. I appreciate your time and support in addressing this matter. I am happy to provide all evidence to substantiate my claims. Kind Regards ****** KALAHARI KHABU

  Business Response

  Date: 29/11/2024

  "Despite multiple attempts to terminate my subscription, they have refused to comply, employing delay tactics and uncooperative behavior. The option to cancel my subscription has been deliberately removed from their platform. We have taken screenshots and documented all communication to demonstrate this issue, which we can supply upon request."
  Client has signed and agreed to a 12-month term, starting in May 16th, 2024 end date of May 15th 2025
  In response to the claim that the option to cancel was intentionally removed from the platform, our response is that it was never available as a result of the client's package. The option to cancel is only offered on what we refer to internally as a ************ option, where the client signs up themselves. In this case, the client was presented the solution and was signed up for a customized package proposed by our Sales Team, based on the client's requirements. This agreement was a 12 month contract.

  "Despite my providing clear evidence, Wishpond has failed to address the matter or provide a resolution. Repeatedly, I have been redirected to specialized agents who either do not respond or send generic emails requesting phone meetings with no firm dates or times."
   We had sent out numerous meeting requests with individual and tandem links to our calendars, requesting the client to select a date and time that was most convenient for him.

  "This cycle of delay is ongoing, and even after assurances that Novembers payment would be waived, I was still charged."
  After checking the history we acknowledge the billing error. We had confirmed that the November charge would be waived as a result of the possible delay that might have occurred as a result of the change of ****************** teams.

  "I have complied with their three-month notice requirement to cancel, yet they continue to ignore my requests."
  As per the signed agreement its stipulated a 12 month contract with a 60 day notice
  The notice that the client refers to is a 60 day "non-renewal" notice, meaning that we should be notified of the client's intention to not renew 60 days prior to expiry

  "I have been dealing with ***** **********, a South African representative from Wishpond, whose lack of professionalism and unwillingness to assist has made this process utterly exasperating. This has been a nightmare experience, and I would strongly discourage anyone from using Wishponds services. We have maintained detailed records, including emails, screenshots, and downloads, to support our claim of unethical behavior and unfulfilled commitments. I am seeking immediate assistance to resolve this matter."
  While we regret that the client feels this way and we apologize for your experience as this never our intention, we would like to clarify that these claims are subjective and can be influenced by individual perspective. We do not believe that we operated outside the scope of the original statement of work, nor do we believe that our employee displayed a lack of professionalism. Furthermore, we would like to emphasize that, while a written request to cancel the agreement was received, it was based on incorrect information (that the non-renewal clause could be utilized as an early cancellation clause). With that in mind, and because any change would be to an existing, active agreement, internal processes dictate that our representative have a discussion with the client before requesting said amendment. This could explain the frustration caused by our representative's insistence to arrange a meeting to iron out said issues

  "Specifically, I request:1. Immediate cancellation of my subscription. 2. A full refund of Novembers payment. 3. Confirmation that no further charges will be made. I appreciate your time and support in addressing this matter. I am happy to provide all evidence to substantiate my claims. Kind Regards ****** KALAHARI KHABU"
  As stated in our previous response, we acknowledge that the November charge was submitted in error, and we sincerely apologize for this. We are committed to issuing a refund for that charge. Furthermore, we agree to cancel the remaining term of the agreement and waive the outstanding balance of $3,000 ($600 per month for the remaining 5 months). We hope this demonstrates our commitment to resolving this matter amicably and moving forward.

  Customer Answer

  Date: 02/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** Raath

• Initial Complaint

  Date:19/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I engaged Wishpond on 10-Sep-24, at $750 a month for 12 months, paying $2,250 to date. The agreement promised a lead generation system with the 1st campaign running for 68 weeks. I committed to an additional daily ad spend of $15, & the services included email drip campaign, & more. Unfortunately, their service has been disastrous, & the impact on my business has been profound.The campaign didnt go live until 18-Oct-24, despite my supplying comprehensive information in a timely manner, leaving me paying for two months with no results. Wishpond failed to deliver on nearly every core promise. The email drip campaign was never implemented. I was repeatedly denied access to real-time data, & reports I received were raw data from my own ****** accountinformation I could have accessed myself.Communication was consistently poor. Responses were delayed, 4+ ******** had to follow up. When they did respond, communication was dismissive, avoided my questions, & deflected responsibility. They insisted on meetings for basic things, but were scheduled at 5:30am in my time zone.When I raised these issues, they continued to deflect, refusing to acknowledge their failures. This is evident in a 13-email exchange where I repeatedly sought response for their breaches. To make matters worse, they are now demanding $3,375 to terminate the agreementa shocking penalty given their failure to meet basic obligations.This experience has been devastating spending countless hours trying to resolve issues, money on undelivered services, & energy that should have gone toward building my business. For $2,250, I received a ****** Shopping campaign & a website popuptasks I could have done. Additionally, *** had no sales or leads in from it despite being live for 5 weeks. I am left feeling dismissed, exploited, & profoundly disheartened after engaging Wishpond in good faith, genuinely hoping for professional marketing support.

  Business Response

  Date: 21/11/2024

  The client signed a 12-month contract for lead generation services and has been with us for just three months. She approved the marketing plan and expressed satisfaction with everything presented. All deliverables have been completed on time, including the launch of her first campaign.
  We have maintained regular communication with her, offering meetings to clarify any uncertainties. Reports have been shared, and the campaign is running as planned. A change of Account Manager (AM) was proposed, and her Black Friday campaign was discussed during the last call with her AM.
  We acknowledge that it was an error on the part of the *** to request a cancellation fee. While this is typically a standard approach and outlined in most agreements, it was not specified in her particular agreement.
  We addressed all her concerns via email and proposed a meeting to align expectations and offer a reset to improve her experience. Given the early stage of the relationship, we believe there was a strong opportunity to turn things around and achieve the results she was seeking.
  However, we have communicated our decision to close her account immediately, waiving the remainder of her agreement without any further charges or penalties.

  Customer Answer

  Date: 21/11/2024

   
  Complaint: 22569248
  
  I am rejecting this response because:

  While I appreciate Wishponds decision to waive penalties and terminate the agreement, and have received an email expressing that, their response statement misrepresents key facts and omits critical details. I address their points below

  "The client signed a 12-month contract for lead generation services and has been with us for just three months. She approved the marketing plan and expressed satisfaction with everything presented. All deliverables have been completed on time, including the launch of her first campaign."
  This statement is misleading:
  - Marketing Plan Approval: I approved the plan in good faith, trusting Wishponds expertise to foresee annual/seasonal market trends for inclusion. And, key deliverables outlined in the Marketing Plan were not completed. For example, the welcome email workflow (refer to Attachment 1. Wishpond Marketing Plan - Vivid Divergence: Pages 16 and 19) was never implemented, with no explanation provided despite repeated requests for an explanation. This component is highlighted within their own Marketing Plan as a core activity as part of the Customer Journey.
  - Campaign Launch: Despite asking for timelines (refer to Attachment 2. ************* Plan For Review - ************** Outlook) I was never provided with a timeline for launch of the first campaign. I had paid for 2 months of services ($1500) prior to the campaign going live.
  2. "We have maintained regular communication with her, offering meetings to clarify any uncertainties. Reports have been shared,and the campaign is running as planned. A change of Account Manager (AM) was proposed, and her Black Friday campaign was discussed during the last call with her AM."
  This is inaccurate:
  - Communication Issues: Emails were frequently ignored or delayed for up to five business days. Reports lacked actionable insights, contained inaccuracies, and demonstrated a lack of expertise (e.g., misrepresenting campaign interest targeting capabilities, which I later learned were not possible). Refer to Attachment 3. Re_ Report for Oct 9th to Oct 18th - ************** Outlook demonstrating this
  - ******************* Meetings were offered at 5:30 am AEDT, demonstrating a disregard for my time zone and professional needs, additionally emails were not responded to upon seeking alternatives. Refer to Attachment 4. Re_ Request for Access to Your Meta Properties - ************** - Outlook
  - Black Friday Campaign: Contrary to their claim, no Black Friday planning occurred. I sent an email on the topic that required my follow up 5 business days later. Refer to Attachment 3. Re_ Report for Oct 9th to Oct 18th - ************** Outlook demonstrating this
  4. "We addressed all her concerns via email and proposed a meeting to align expectations and offer a reset to improve her experience. Given the early stage of the relationship, we believe there was a strong opportunity to turn things around and achieve the results she was seeking."
  This claim is unfounded:
  - Unaddressed Concerns: My concerns, documented across 13 emails (attachment included in initial complaint), were consistently ignored or deflected.
  - Reset Opportunity: Given their repeated failures and dismissive communication, as clearly demonstrated in the evidence I have providedand with additional documentation available if requireda reset was not a viable option. It became increasingly clear that foundational issues within their internal processes were directly and adversely affecting my business.

  This response from Wishpond is unacceptable and continues to demonstrate a complete disregard for their obligations. It underscores a lack of commitment to due diligence, a pattern of deflection, circumvention, and, in this instance, outright misrepresentation.

  I seek a full refund of $2,250 due to their failure to fulfill contractual obligations and the considerable impact on my business.

  This experience has been profoundly disappointing.Wishpond's repeated failures and lack of professionalism have resulted in substantial financial and emotional harm, causing direct and measurable detriment to my business. I firmly believe that a refund is the only equitable resolution.
  
  Sincerely,
  
  Romana De Beer

  Business Response

  Date: 26/11/2024

  We sincerely value the client's perspective and insights, and we deeply regret that she feels this way. Please find our responses to her concerns outlined below.
  
  "The client signed a 12-month contract for lead generation services and has been with us for just three months. She approved the marketing plan and expressed satisfaction with everything presented. All deliverables have been completed on time, including the launch of her first campaign."
  This statement is misleading:
  - Marketing Plan Approval: I approved the plan in good faith, trusting Wishponds expertise to foresee annual/seasonal market trends for inclusion. And, key deliverables outlined in the Marketing Plan were not completed. For example, the welcome email workflow (refer to Attachment 1. Wishpond Marketing Plan - Vivid Divergence: Pages 16 and 19) was never implemented, with no explanation provided despite repeated requests for an explanation. This component is highlighted within their own Marketing Plan as a core activity as part of the Customer Journey.

  The welcome email workflow was created, shared with the client for review, and subsequently approved. Automation was successfully set up, and DNS configuration was completed during a call with the client. The workflow was designed to trigger emails based on specific actions, such as user signups. However, the absence of signups prevented the workflow from activating as intended. Additionally, the client revoked our access to her account, including DNS, following her cancellation request in early November, limiting our ability to provide further support.
  
  . "We have maintained regular communication with her, offering meetings to clarify any uncertainties. Reports have been shared, and the campaign is running as planned. A change of Account Manager (AM) was proposed, and her Black Friday campaign was discussed during the last call with her AM."
  This is inaccurate:
  - Communication Issues: Emails were frequently ignored or delayed for up to five business days. Reports lacked actionable insights, contained inaccuracies, and demonstrated a lack of expertise (e.g., misrepresenting campaign interest targeting capabilities, which I later learned were not possible). Refer to Attachment 3. Re_ Report for Oct 9th to Oct 18th - ************** Outlook demonstrating this

  From our perspective, emails were responded to within reasonable timeframes, and the client did not raise concerns about delayed responses prior to submitting cancelation request. Additionally, the remaining concerns appear to involve subjective interpretations of the information provided.
  
   Meeting Times: Meetings were offered at 5:30 am AEDT, demonstrating a disregard for my time zone and professional needs, additionally emails were not responded to upon seeking alternatives. Refer to Attachment 4. Re_ Request for Access to Your Meta Properties - ************** - Outlook

  As a **************** operating in PST, we acknowledge the challenges of coordinating across time zones with Australian clients. To address this, we offered to assign a new Account Manager aligned with her time zone, but this offer was declined. Nonetheless, the original Account Manager remained available, providing support and addressing any questions or concerns to the best of their ability.
  
  Black Friday Campaign: Contrary to their claim, no Black Friday planning occurred. I sent an email on the topic that required my follow up 5 business days later. Refer to Attachment 3. Re_ Report for Oct 9th to Oct 18th - ************** Outlook demonstrating this

  The Black Friday campaign was not part of the original Marketing Plan approved by the client. It was introduced only after the launch of the first campaign. Despite this, we made efforts to accommodate the client's request by revising the plan, which included the option to pause the ongoing campaign for one week. We proposed suspending one campaign to run the Black Friday campaign and discussed adjusting her budget to align with these changes.
  

   "We addressed all her concerns via email and proposed a meeting to align expectations and offer a reset to improve her experience. Given the early stage of the relationship, we believe there was a strong opportunity to turn things around and achieve the results she was seeking."
  This claim is unfounded:
  Unaddressed Concerns: My concerns, documented across 13 emails (attachment included in initial complaint), were consistently ignored or deflected.

  We are truly disappointed that the client feels this way. However, the situation has been escalated internally several times, as part of our normal business protocol to find a fair solution for our clients. Despite these efforts, the client has been unwilling to meet and engage in discussions to reach a mutually acceptable resolution.
  
   Reset Opportunity: Given their repeated failures and dismissive communication, as clearly demonstrated in the evidence I have providedand with additional documentation available if requireda reset was not a viable option. It became increasingly clear that foundational issues within their internal processes were directly and adversely affecting my business.

  We understand the client's frustration and appreciate the opportunity to address these concerns. However, it's important to clarify that we have made consistent efforts to resolve the issues raised. Our team has worked diligently to provide timely communication, offer adjustments to the plan, and escalate the matter internally to ensure the client's requirements were met.
  While we acknowledge that challenges arose, a reset was not feasible due to the client's lack of cooperation in scheduling a meeting to discuss potential solutions. Without this crucial collaboration, it became increasingly difficult to effectively address the underlying issues. We remain committed to finding a fair outcome, but it requires active involvement and collaboration to move forward.
  
  This response from Wishpond is unacceptable and continues to demonstrate a complete disregard for their obligations. It underscores a lack of commitment to due diligence, a pattern of deflection, circumvention, and, in this instance, outright misrepresentation

  We would like to reaffirm our commitment to working collaboratively toward a solution that benefits both parties. However, despite our efforts, the client has been unwilling to engage in constructive dialogue or meet with us to discuss and resolve the issues at hand. We recognize that there were opportunities to address these issues more promptly, and we were always open to making adjustments to better accommodate the client's needs.
  
  I seek a full refund of $2,250 due to their failure to fulfill contractual obligations and the considerable impact on my business.
  Given that we have already waived the remaining 9 months of the signed agreement, totaling $4,365, and that the work outlined in the contract was completed during the first two months, including the successful launch of the campaigns, a full refund cannot be approved.
  
  This experience has been profoundly disappointing. Wishpond's repeated failures and lack of professionalism have resulted in substantial financial and emotional harm, causing direct and measurable detriment to my business. I firmly believe that a refund is the only equitable resolution.

  Taking all factors into consideration, we are prepared to offer a refund equivalent to more than one month's subscription (USD 647 / AUD 1000) as a gesture of good faith, meeting you halfway, with the goal of resolving this matter fairly and amicably.
  We look forward to your favorable response.
  
  Once again, it was never our intention for this experience to unfold in this way. We have always been committed to finding a solution to your concerns and remain dedicated to your success and our partnership.

  Customer Answer

  Date: 26/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. While I firmly believe the proposed refund amount of $1,000 does not fully reflect the extent of the issues I have experienced, I will accept this refund in the interest of moving forward and closing this matter.

  That said, I must address certain points in the response that were factually incorrect. For example, the claim that the email campaign was set up is demonstrably untrue. I personally tested this on three separate occasions, and on each attempt, the outcome was the same: the email drip campaign was not operational. This is just one example of the inaccuracies in your response, which I find disappointing.

  Nonetheless, I am choosing to accept this refund as a resolution to this matter to avoid any further expenditure of my time and energy. I trust that the refund will be processed promptly and without delay.

  Additionally, I would like to thank the Better Business Bureau (BBB) for facilitating this matter. Throughout the process, I felt well-informed, with clear expectations and timeframes communicated at every stage. From a customer/consumer experience perspective, their handling of the situation was excellent and a ***** contrast to my experience with Wishpond.

  I appreciate the opportunity to bring this matter to a close and hope that you take these observations as constructive feedback to ensure other clients do not face similar experiences in the future.

  Please confirm once the refund has been processed.
   
  Sincerely,
  
  Romana de Beer

  Customer Answer

  Date: 17/12/2024

   Dear ******,
  I am writing to follow up on Complaint ID ******** regarding my concerns with Wishpond Technologies Ltd.
  On 26 November 2024, I accepted their proposed resolution of a $647 USD refund, despite the fact that I strongly disagreed with the terms of their refund and several statements made in their response, which I can validate as untrue with supporting evidence. My acceptance of this resolution was solely to bring this matter to a close and to avoid any further unnecessary expenditure of my time and energy.
  However, as of today, 15 business days later, I have not yet received the refund in my account, nor any communication confirming the status of the refund. I trusted that Wishpond would act promptly, particularly given the extensive time already spent on resolving this matter. Their lack of timely follow-through is disappointing and reinforces the challenges I have faced throughout this process.
  I would like to request your assistance in ensuring Wishpond adheres to their commitment to issue the refund. To resolve this matter once and for all, I am requesting that the refund of $647 USD be deposited into my account no later than close of business on Thursday, 19 December 2024. Should this deadline not be met, I will be left with no choice but to further the matter and seek the full amount paid to Wishpond being $2,250AUD.
  I want to take this opportunity to thank the Better Business Bureau for your ongoing support and facilitation throughout this process. I have found your handling of this matter to be professional, well-communicated, and reflective of the highest standards of customer advocacy.
  Please let me know if you require any further details or documentation to assist with this follow-up.
  Thank you again for your continued support.
  Sincerely,
  Romana de Beer

  Business Response

  Date: 23/12/2024

  Dear ******,
  Thank you for bringing this to our attention. I can confirm that the refund was submitted to our finance department and was initially scheduled to be processed on the client's billing date. However, I have expedited the process, and the funds should reflect within 24 hours.
  I hope this resolves the matter to your satisfaction. Thank you for your assistance in addressing this issue.
  Best regards,...

  Customer Answer

  Date: 31/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  While I received Wishponds refund offer on 26 November 2024 and accepted it the same day, their response once again reflects inaccuracies. My billing date has consistently been the 10th of each month, yet the refund was neither processed by that date nor communicated to me. True to the pattern throughout this engagement, I had to follow up on 17 December, a week past my billing date, to inquire about the refund's status.

  That said, I can confirm that I finally received the refund on 24 December 2024, and I now consider this matter closed.

  This experience has reaffirmed my decision to disengage from Wishpond, as even this final step reflected the same lack of proactive communication and accuracy that I faced throughout.

  I want to express my gratitude to the BBB for your facilitation and support. Your prompt and upfront communication, along with clearly articulated timeframes, ensured that I felt informed and supported throughout this process. It was a relief to work with an organization that exemplifies the values of effective customer service.
  Wishing you a Happy New Year and continued success in helping others navigate their disputes with professionalism and care.
  
  
  Sincerely,
  
  Romana De Beer

• Initial Complaint

  Date:14/11/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been trying to email Wishpond to cancel my subscription to them which expires on January 31, 2025.Unfortunately, all of the emails bounce back for all recipients whom I have spoke to in the past.The reason for the cancellation has been due to the lack of leads that Ive obtained, and it just makes business sense to terminate it.I wanted to terminate it in June 2024, but was bound by the 12-month contract and they provided minimum flexibility even though the $360 CAD per month was very expensive and hurting my business. Unfortunately, now, when I would like to confirm that this contract is terminated in the new year, all of the emails bounced back, and Im unable to get a hold of anyone.Its very suspicious and I will be cancelling my credit card likely because of it due to the fact that I dont want another $360 debited on it given that this appears to be a scam.

  Business Response

  Date: 18/11/2024

  We didn't find any emails in the system from the mr. *******. The last ones were in July, this is very odd, as we try not to miss any and reply to an every enquiry. 

  Our retention team got in touch with mr. ******* and he was pleased to hear the cancellation is confirmed for the end of his term. See correspondence attached. 

  Customer Answer

  Date: 19/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:22/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I began my subscription with Wishpond on April 19, 2024, with the understanding that the service would focus on lead generation and marketing automation paying $300 a month. In the initial sales call I asked what if there's no results in coming months & was told I'd be able to cancel.Despite clear communication during the first month that I am able to handle my own graphics and was expecting a lead generation service, the individual assigned to me continued to focus on graphic design work. On September 11, 2024, I formally requested to cancel my subscription. In response, the company offered one month free and assigned two professionals to assist me, meeting with them on September 13, 2024. I quickly realized that the platform's templates were duplicating tasks I already perform independently, rather than adding value or generating leads, which was the reason for my subscription. During the past six months of service and $1800 paid to date, I have had ZERO leads from their platform. Buyers remorse is an understatement. I even offered I'd not request a refund for the five months prior if they would cancel the subscription. On October 7, 2024, I sent a formal letter requesting cancellation (attached is a copy of the letter), and was assigned the same individuals for further guidance. Their billing department did NOT respond to the formal letter sent. The last straw came on October 19, when they charged me AGAIN even after speaking with someone that was negotiating cancellation. Now, I'm asking for the full $1800 refund. I have been trying to cancel since September 11, 2024, and yet my requests have consistently been deferred or met with offers of further training on graphics, which is not the service I require.Given the ongoing issues and misrepresentation of the services value to me, I am requesting a full refund and proof of cancellation of the contract.

  Business Response

  Date: 22/10/2024

  Were sorry to hear about the unpleasant experience. We reviewed the case thoroughly and want to confirm that the cancelation request was approved internally prior to October billing date, but was not submitted on time. We are processing a refund of October payment and the team will be sending a confirmation via email as well. 

  Customer Answer

  Date: 22/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:03/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Wishpond lied on their original sales proposals saying the subscription would include unlimited access to their marketing team who would provide deliverable assets like graphics, email marketing, creative etc. After signing, turns out this was a lie and the $300 subscription only includes access to their platform which is absolutely useless btw. Clearly a cheap white-labeled generic ********** reseller platform. They then tried to sell this additional package for another couple hundred dollars in order to get those deliverables. After countless meetings where they promised results, I decided to give them a chance. Its been 12 months now, and have spent over $6500 with them. Results? Not a SINGLE LEAD GENERATED. Yes, not 1 (ONE). How much more traffic their work generated can be debated but the results are appalling. Everyone you deal with at Wishpond is clearly a outsourced employee from overseas likely ************** or *************. The quality of work resembles that. Youll have a new account manager every couple weeks. Now, I requested cancellation and they approved this yet they still charged me $600 a few days later. Now theyre trying to invoke a 60 day cancellation notice so theyre saying I have to pay for another 2 months (after so clearly stating how unhappy I was with their serviceshave they ever heard of this thing called customer service or customer satisfaction?). Funny thing is, I originally requested cancellation about 200 days ago because I was already so unhappy with their service. This might be the worst marketing agency *** ever dealt with, with the most appalling customer service of maybe any company Ive dealt with who does business in the Western world. If they dont refund me, I plan on going on a TEAR against Wishpond. Not only reviews (which there are countless negatives ones already), but I will personally pay for Press Releases exposing how disgusting of a business they truly are.

  Business Response

  Date: 18/10/2024

  Mr **** was our client for over a year. Hi plan includes access to our suit of software and additional marketing software. Account management team has been working with Mr. **** closely, but not always Mr **** has been responsive. 

  It took over a month sometimes to get a response. The team was following up regularly, sending emails, summary of assets and reminders we need Mr. ****** approval to finish the required work. See attached correspondence. 

  As per agreement, the client is required to provide written notice of non-renewal at least sixty (60) days prior to the expiration of the initial term or any renewal term. Mr. **** never mentioned he is looking to cancel so the agreement auto-renewed. 

  We discussed this issue with the client, refunded the 13th payment and cancelled the agreement without notice, as per client request.