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:19/09/2024

  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.

  On March 15, 2024. I entered into 3 service agreements 1. *** services for an existing ******* e commerce store at the price point of 350 a month, 2. lead generation after *** was done at the price of 750 a month. 3. one time payment of 1500 for website redesign. We decided redesign was not necessary. In July 2024, I ask for a refund and a written copy of their refund policy because I didnt want to lose *******. Company was generating leads but 6 months went by and I start inquiring about the sales, they sent me a report that saying sales are low because *** is low. I ask how is *** low when I have been paying for it for 6 months. They told me I wasnt paying for *** just lead generation. I sent them a screen shot of a part of my service agreement showing the payments made for ***. They immediately schedule a **** call for August 20, 2024. They tell me the person in charge of *** left the company. I ask for a refund for the money because I paid for a service that was not rendered as agreed upon. I also take the time to inquire about the website redesign refund and I was told he could not find that charge and also he told me that a website resign was going for ******* so there was no way I could have paid *******, completely dismissed my concerns, I pulled up my bank statement and showed him i paid for the website redesign. They offered me ******* worth of service but i decided to not move forward with them. If I had not inquired about sales and refunds, they would have continued to collect the money and give me nothing. They have steps to cancel your agreements with them however its not accurate steps the places they say you go to cancel are not there so they are making it impossible to cancel the subscription, even after writing the Customer Success Manager they still charged my card again today for the same services they have not provided in the last 6 months.

  Business Response

  Date: 07/10/2024

  Mrs ******** didn't acquire *** services, but a self service ** tool to help with the *** on their website. The main agreement Mrs ******** signed for is for a lead generation campaign, and work was delivered. There is no commitment to generate sales from the leads, although we work very hard with all of our clients to hepl them convert the leads into sales. 

  We did start work on the website redesign, as per the agreement, but as Mrs ******** mentioned, it was a mutual decision not to continue. Even thought resources we re allocated and some work was done, we offered to pivot the amount of the ** tool and full amount paid for the website into future services. 

  To address their concerns, we suggested the following fix and credit process. While we do not offer refunds, we propose the following option:
  
  A brand new ******* website (Value: $2,500).
  A 2-month pause on all charges, while continuing to work on the Brax lead generation contract (Value: $1,500).
  Immediate cancellation of the Braxy ** contract.
  After 2 months, we will resume charges at a reduced rate of $750 per month moving forward.
  This credit due works to $4000

  This is a signed agreement and we have automated payments in place, after the offer, we followed up for several weeks to finalize the agreement and make adjustments to the subscription, something we couldn't do without Mrs ********** confirmation. This is when the payment went trough. 

  We are looking forward to hear from Mrs. ******** and deliver on the proposal above. 

  Customer Answer

  Date: 17/10/2024

   
  Complaint: 22305586
  
  I am rejecting this response because: Picture 1 shows my service agreement where I was paying for *** services at the price point of $350.00 a month starting March 15 2024. I did not become aware that *** was not being done until approximately August 6, 2024. I received a report saying sales are low because *** is low, I asked  *** ****** how was that possible when I had been paying for it for the last 6 Months. The next photo is her response saying I didnt even have that service. I showed her my service agreement and she set up a ZOOM call that took place August 20, 2024, I was told at this time that the person in charge of *** for my brand was not longer with the company and then I asked for a refund for the *** services that were not rendered as well as the website redesign refund. I was told I never paid for a website redesign although I had. I felt attacked at the Zoom meeting for speaking up for my business payments and I made it clear that I no longer wanted to move forward with this company because if I had not inquired about *** i would have still been paying for services that were not being rendered just like the website redesign funds. They were not re allocated. I continue to pay $750.00 a month for lead generation which was counterproductive because *** makes the site visible. They were leading people to my site that was not ready because they never did ***. I continued to pay $350.00 for *** that I never received and paid approximately $1,320.59 out of pocket for ********/Meta ads that were run for my brand from May 31, 2024 to September 24, 2024. They did not deliver *** services according to my service agreement, they did not do a website redesign or re allocate that $1,500.00 payment. I am not interested in the $4,000.00 credit
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 29/01/2025

  Hi BBB,
  Id like to address any confusion regarding the package details and services.
  To clarify, Mrs. ******** did not initially acquire our *** services. What was accepted was the ** tool designed to assist with *** on her website. Our standard *** service starts at $800, which may have contributed to the misunderstanding around *** offerings.
  Since our last interaction, weve taken immediate steps to close all accounts linked to Mrs. ******** and have waived approximately six months of contractual service fees across all packages she had with us.
  Additionally, we remain open to discussing the ******* website previously shared as compensation for her website. Although the decision not to proceed was made by the client, we are willing to revisit this matter if it would provide a satisfactory resolution.
  I hope this clarifies the situation and addresses your concerns. Please feel free to reach out if you have any further questions.
  Best regards,

  Customer Answer

  Date: 29/01/2025

   
  Complaint: 22305586
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:12/09/2024

  Type:Customer Service 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.

  STOP SPAMMING ME YOU PARASITES

  Business Response

  Date: 25/09/2024

  We can remove our account from the database.

   

  Thanks

  Customer Answer

  Date: 23/10/2024

  Wishpond's response is that they would remove us from their database and yet they are STILL sending unsolicited emails to us (see attached).
  
  ****** *******
  

  
  

  Business Response

  Date: 05/11/2024

  In the original complaint an email was provided by the customer ************************ this email was excluded from further communication. 

  However in the last repsonse to this complaint a screenshot of the email was attached with ************************** so it appears as the customer was not excluded. 

  We removed ************************************************* from the list as well.  

  Customer Answer

  Date: 02/01/2025

  Hi ******,
  
  Wishpond are STILL sending unsolicited emails, except under their viralmarketingcampaigns and Brax trading names, but it's still from the same company.
  
  I'd like to re-open the complaint.
  
  ****** *******

  Business Response

  Date: 09/01/2025

  Dear *******,

  
  Thank you for sharing the client's honest feedback regarding our communication and email outreach.

  
  Ive personally ensured that the clients email address has been permanently removed from our system, and they will no longer receive any further outreach from our company.

  
  We sincerely apologize for any inconvenience caused. Please rest assured that this matter has been resolved.
  Kind regards,

  Customer Answer

  Date: 09/01/2025

   
  Complaint: 22275838
  
  I am rejecting this response because: They have repeatedly claimed to have removed my email from their database and yet every time I have still subsequently received spam from them. Why should I believe them now?
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 10/01/2025

  Dear *******,
  
  We are sorry about this, we made a mistake, but your domain is fully unsub from our system. 

  Customer Answer

  Date: 14/04/2025

  Hi ******,
  
  I've received three emails from ***** ***** in the last 11 days using email address *************************************** but claiming to be from Wishpond and using the same physical address as previous Wishpond emails.
  
  Please reopen the case.
  
  Kind regards
  
    ****** *******

  Business Response

  Date: 16/04/2025

  Hello BBB,
  Thank you for bringing this to my attention.
  Ive personally ensured that all client information has been removed from our database. We've conducted a thorough sweep, and I can confirm that no further outreach will be made to the client.
  I sincerely apologize for the inconvenience and appreciate your patience throughout this process.
  Kind regards,

  Customer Answer

  Date: 23/04/2025

   
  Complaint: 22275838
  
  I am rejecting this response because: THIS IS THE FIFTH TIME THAT THEY'VE SAID THEY'VE REMOVED MY DETAILS. WHY SHOULD I BELIEVE THEM NOW?
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 24/04/2025

  Hello BBB,
  Thank you for the response update.
  Weve conducted a thorough check and can confirm that all linked information has been successfully removed. The customer will not receive any further outreach from our organization.
  Thank you once again.
  Best regards,

  Customer Answer

  Date: 24/04/2025

   
  Complaint: 22275838
  
  I am rejecting this response because: I don't believe them.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:06/09/2024

  Type:Customer Service 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 have been trying to cancel my subscription from wishpond. Their services is scam and the fact that the keep trying to make me pa for $600 dollars to do thing I can do myself, in half the time. I signed up with the thought that the will help me generate leads, only to show me that the sold me on services I can do myself. They are not worth it and the fact they would cancel shows that they are a scam. I reached out three times and I still get emails asking me to pay.

  Business Response

  Date: 17/09/2024

  Mr. ****** has signed 2 agreements with Wishpond. 

  The first one (SOW attached) is for software and it's states the monthly amount of $300 will cover the use of the software platforms, and your monthly support included in the Wishpond family of solutions for up to 1000 initial leads including transfer of any existing leads database.

  The second one (SOW also attached) is for additional ********* services, we delivered the first month work (PDF attached) and Mr. ****** was very satisfied with the result. We started work on the second month deliverables and mid way mr. ****** requested cancellation. 

  As stated in both agreements, it was signed for a 12 months period, we were trying to get in touch and figure out the next steps, but we were never successful. 

  There is on outstanding invoice for August, payment failed due to insufficent funds, therefore there is a series of emails going out to the client to collect. 

  Nevertheless, the subscription was cancelled on September 3 and no future payments are scheduled. 

• Initial Complaint

  Date:12/06/2024

  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.

  Wishpond is a SCAM.I entered into an agreement with Wishpond November 30, 2023 and provided all of the information requested for marketing services. Wishpond provided me NOTHING in return. When I informed Wishpond that I was canceling the contract, they rushed to throw some junk deliverable at me. As of today, I have NOTHING to show for the $612.37 that was charged to my credit card.WARNING to ANYONE considering this "company", DO NOT GIVE THEM YOUR MONEY!

  Business Response

  Date: 21/06/2024

  The client signed up for software services, it includes some of marketing assets listed in the SOW. 

  The team was working on building the assets, sending it for approval. 

  Client wasn't satisfied and decided to cancel. Post cancelation the client disputed 2 payments with his credit card. Both disputes were resolved in Wishpond's favour with all the evidence provided. 

  We understand the client dissatisfaction from this chain of events and we processed a full refund.

• Initial Complaint

  Date:15/05/2024

  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.

  We were approached by Wishpond mid Janaury 2024. We signed a six month contract only as we explained our company is seasonal and If we went with wishpond that we would need to act fast as our season ends mid April. Our sales rep was from ******. The project leader was in ************ which she was very slow , would not respond quickly and then she left the company. Since then we have dealt with 2 new representative as the people responsible for our account seem to leave the company. After almost 3 month which is half the contract wishpond assets were ready to use. Which unfortunately finally the assets were ready during a dead period which was well spelled out before signing in Janaury. The service person responds after 3 days , Says he will take care of our request right away but never does and does not respond again with the issue unresolved without an answer. The latest project manager said he was looking into our request to solve it with his superior but that was 3 weeks ago with no answer. Everything I have read seems much the same things that have happen with our experience with wishpond . Good thing we took only a six month contract as there has been no results due to there neglect of the contract due to lack of service.

  Business Response

  Date: 29/01/2025

  Hi ****** ******
  Thank you for your patience as I completed a thorough review of the clients account.
  First, Id like to sincerely apologize for the experience you received and for the lack of timely responses from our team. This was never our intention, and I regret the inconvenience caused.
  The client was clear and amicable in their decision and approach. Please rest assured that their concerns have been addressed internally, and weve made necessary improvements to our processes to ensure a better experience moving forward.
  To conclude, we have closed the agreement, refunded the clients last charge, and ensured they were offboarded correctly. There are no outstanding issues or further charges to consider.
  I hope this brings clarity and resolution to the matter. If you have any additional questions or need further assistance, please dont hesitate to reach out.
  Kind regards,

  Customer Answer

  Date: 01/02/2025

   
  Complaint: ********
  
  I am rejecting this response because: We had one further communication in which they did not respond for a value of $95.71 USD owing to us to close the file.  We did settle the largest amount but this final detail they simply did not respond to which is not good business..  It was ***** ******* in which we were dealing with.   

  Thank you for followign up as Wishpond did not. 

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

   

  
  
  From: ****** ******
  Sent: July 16, 2024 1:46 PM
  To: ***** ******* <**********************************************************>
  Subject: RE: BBB Serving Mainland B.C. Complaint #********
  
  But with the upgrade that was agreed upon that was a correction to the plan which would have applied to anything previously.  This was discovered early on and Wishpond that attended to this agreed with us .. Thus there should be a credit of the difference from Day one.  Which is a credit owing of $95.71 USD to us then.
  
  ******
  
  From: ***** ******* <**********************************************************>
  
  

  Business Response

  Date: 04/02/2025

  Hello ******,
  Thank you for bringing this to my attention and for highlighting your previous conversation with our senior management.
  Id like to confirm that a credit of $95.71 will be applied to your account. I hope this provides a fair outcome for both parties. I also appreciate your patience throughout this process.
  Best regards,

• Initial Complaint

  Date:15/05/2024

  Type:Order 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.

  We made contact with Wishpond during our search for an outbound lead generation company. During the sales process, we were told by the sales rep ************* that we would be able to cancel if services were not working. So far we are 9 months into a 'campaign' that has cost us ***** a month. We go months without a meeting generated and are assured that they are constantly 'optimizing' our campaign. We do not get specifics outside of very brief and vague bullet points in an email. We have attempted to cancel our contract multiple times and have been suckered into not taking any action. Now the company says they don't have the power to cancel a contract and are trying to trap us into it. So far the campaign has generated 3 viable leads at an astronomical cost per lead of over ***** USD. We've paid ****** total for absolutely zero results. Buyer beware.

  Business Response

  Date: 16/05/2024

  Hello *****.

  My name is ******* and I'm responsible for the Customer ************ at **********************. Thanks for sharing this feedback!

  I want to start by apologizing for the frustration you've experienced and I want to assure that I will commit to working with you to find common ground in this negotiation. I connected with the ****************** that's been working with you for the past 9 months and they told me about the meeting held yesterday. During the meeting, it was requested by you a refund of $12,100, which we can't commit to. Because ********************* subscribed for a 12-month agreement, the contract doesn't offer the possibility of cancellation. With that said, they proposed a reduced amount for the remaining months of the contract.

  The ****************** team will continue the conversation with you to achieve a resolution for your request.

  Once again, I apologize for not being able to meet your expectations.

  Best,

  *******, from Customer Success.

  Customer Answer

  Date: 20/05/2024

   
  Complaint: 21716856
  
  I am rejecting this response because: It is simply untrue that we requested a refund at all. That is patently false and paints our complaint in a bad light. We requested a cancellation due to the fact Wishpond has failed to deliver any value for the ****** we had spent over 9 months. We simply do not want to continue with a contract we do not feel Wishpond is even fulfilling. So without a cancellation of what I can consider to be a totally worthless endeavor or if Wishpond can even prove they are holding up their side of the bargain. Wishpond has failed to respond to several leads, has told potential leads that we have worked with industries we have not. So despite the large retainer, I strongly doubt you can even prove you are fulfilling your end of the contract. The only reasonable course of action is to cancel the contract immediately. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 29/01/2025

  Hello BBB,
  Thank you for your patience as we reviewed and prepared our feedback.
  First, Id like to sincerely apologize for the client experience. It was never our intention to fall short of expectations. Please know that the clients concerns have been addressed internally, and weve implemented necessary changes to improve our services moving forward.
  Id also like to confirm that the clients subscription was closed in May 2024, and there will be no further charges.
  I hope this clarification provides closure to this matter. Should you have any additional questions or require further assistance, please dont hesitate to reach out.
  Kind regards,

  Customer Answer

  Date: 30/01/2025

   
  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:25/04/2024

  Type:Customer Service 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 and its affiliates are persistent spammers. They do not follow the ******* *** regarding provision of a method for opting out and they ignore repeated requests to cease contact.

  Business Response

  Date: 26/04/2024

  Hello ****,
  
  My name is Charles and I'm responsible for the *************************** at **********************. Thank you for sharing your feedback about your experience with Wishpond. I want to genuinely apologize for the frustration you've experienced.

  I noticed that your complaint already informs your email address, which is good, because I'm going to share your complaint and email address with the team responsible for running prospecting campaigns and ask them to investigate. If they identify your email address in the mailing list, they will remove it. I will get back to you soon with a feedback about their findings, ok?
  
  Once again, I apologize for the inconvenience you experienced.

  
  Best regards,

  Charles.

  Customer Answer

  Date: 26/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  WishPond spams every email in our domain, therefore, all email communication to our domain from WishPond should cease, not dependent on whether a particular email is found. Further, Wishpond should conform their communications to the ******* *** which requires such communications to provide a direct method for opt out from email.

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

  Business Response

  Date: 29/04/2024

  Hello again ****.

  Wishpond practices follow all current regulations, including the opt-out feature. In fact, our team checked and confirmed that the emails customer-********************** and ********************** already opted out. Additionally, both email addresses were removed from all Wishpond mailing lists.

  Again, I apologize for the inconvenience. I wish you all the best.

  Regards,

  Charles, from Customer Success.

• Initial Complaint

  Date:15/03/2024

  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.

  I actively worked with Wishpond for 4 months on a marketing. campaign for my music company. The services they provided yielded little to no results toward my campaign goals and my meta ********** ad account was hacked under their joint administration of the account. That set my business back a great deal because we could no longer use online advertising to promote our online company and we have not recovered since. After 3 months of refusing to pay, they canceled my contract and we seemingly parted ways. 2 months later I was approached by my previous account managers to have a zoom call because they were concerned with a review I left them on ********. They offered me a refund on 2 months of my services in exchange for the removal of my review I left. I originally declined because I felt there was nothing wrong with my review and I wanted to be done with Wishpond. However I reached back out a week later agreeing to do it because a refund seemed like just compensation for the poor campaign ran with them. It has been almost 4 months since the conversation regarding the refund was had, and I have yet to receive a refund. I held up my end and removed the review but they did not hold up theirs. I am now requesting a full refund on all 4 months of paying for active marketing services from Wishpond. Upon agreeing to the refund terms, I made them aware that the previous account which I payed for the services from was closed indefinitely and requested that they send the funds to another active banking account that I'm authorized on. They did not heed my instructions and sent the refund to a closed bank account. It has been over 2 months now and I have not received my refund. Wishpond's finance team claims they don't have the money anymore and my banking institution of which the closed account is with has confirmed on multiple occasions they did not receive any funds and all transaction attempts on the account have been blocked automatically.

  Business Response

  Date: 28/05/2024

  
  
  Regarding the complaint below, here is the answer I'd like to submit:
  
  *****
  Complaint #********
  
  Hello *****. I hope you're well.
  
  Thank you for your patience while awaiting our final recommendation on your account. I believe that ***************************** has sent you an email detailing the situation:
  - Wishpond has already refunded the amount of $1,200, as agreed with you, and our service provider has already confirmed that the amount hit your bank account on file.
  - Even though the bank account was closed (which was known only after the refund was processed), it is confirmed that the amount was successfully transferred to the account.
  - Our Finance team has shared the *** number for your bank to validate these transactions.
  - Additionally, we involved our collection department to figure out another avenue that we missed, but we are limited on options to retrieve these funds to be re-processed to you.
  We have taken all the necessary documents you shared as evidence and have accompanied that with our evidence to build our case. However, we don't have the capabilities to override this system. Additionally, our finance team has shared the *** number for your bank to validate these transactions.
  Wishpond acknowledges and understands your frustration as this process has been ongoing for several months. We apologize for this. We have tried our best to resolve this in your favor to agreed terms.
  We are still open to offer you services and creatives valued at the amount that was credited. As mentioned in a previous meeting, we have a wide selection of packages that we can tailor fit to your needs. Please let us know.
  Again, we have turned over every rock to see any possible way to overcome this, but unfortunately, we don't have the authority to override the financial platform. I hope this has brought clarity to our final recommendation.
  All best,
  *******, from Customer Success.
  *****
  
  Can you pls update the complaint with my response and let me know once it's done?
  
  Tks in advance!

• Initial Complaint

  Date:14/03/2024

  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.

  Since September 2023, I have tried in vain to get Wishpond to honor their original agreement to deliver several "assets" (as they call them) to my website. They have been exceptionally slow in creating these deliverables and even slower in correcting the numerous mistakes, typos, poor design features, etc. As of this morning, I have exchanged a total of 168 emails with their "team members" and the most recent set of assets sent to me were of such poor quality, I have given up entirely trying to correct their work. It is clear that I have put in far more time than they have on my own project--and I am a nurse with no IT background whatsoever. I counted on them to help me expand my nursing education business, but instead all they have done is take my money. They promised I'd be seeing a rapid return on my investment (which has been $300/mo since Sept 2023), but instead this has turned into a time and money pit with no end in sight. When I tried to cancel my contract with them three months ago, I was told that wasn't possible, that it was a 12-month contract. I told them that was not at all my understanding of the terms and that I wanted to see a copy of that contract. They never sent one to me but instead offered to give me two months free while they work to create the components they promised back in Sept. Alas, the components are still no where to be found and the charges have resumed. I have been especially perplexed by the very poor quality of the workmanship. And then it dawned on me this morning: They are using AI technology, not human beings, to create this nonsense that shows up on the assets they send me month after month! No ***********'s what I want: 1. My "contract" (which I have yet to see) to be canceled immediately with no further contact from Wishpond and 2. a full refund of all the money they have taken from me so far--$1200 total. If this does not get resolved quickly, I will explore filing a lawsuit for breach of contract.

  Business Response

  Date: 14/03/2024

  Hello ******,
  
  My name is ******* and I'm responsible for the *************************** at **********************. I confirm receipt of your complaint. While I thank you for sharing your feedback about your experience with Wishpond, I want to apologize for the disappointment and frustration you've experienced.
  
  We're sorry to hear that the materials delivered and the service provided didn't meet your expectations in terms of quality. Your feedback about the quality of the work is really concerning, and I take it seriously. I want to assure you that I
  
  I will look into the matter and we will get back to you shortly to negotiate, taking your request into account. 
  
  Once again, I apologize for the inconvenience you experienced.
  
  Best regards,
  *******
  Customer Success team.

  Customer Answer

  Date: 14/03/2024

   
  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:04/03/2024

  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.

  I am seeking a refund of $2,000.00 of the $5,000.00 that Wishpond has automatically withdrawn from my financial account, as ********************** has stopped providing the services they promised. On May 26, 2023, I entered into a contract with Wishpond for advertisement and marketing services for my company for $500 per month for 12 months. Wishpond promised to execute up to one fully managed promotional campaign (lead generation, sales page or landing page) per two months; provide ongoing management of advertisements on ******** and/or ****** to promote campaigns and landing pages built for my company; set up an email drip campaign to be sent to leads captured for Binded Word with up to a maximum of 6 follow up emails; provide a maximum of 3 revisions per campaign, online ad (********/******), popup, form, or drip email; and assign a dedicated Account Manager to my company. The first withdrawal of $500 was made on May 27, 2023. Wishpond established my first ******** advertisement on July 28, 2023. It was set to run until November 3, 2023. On August 1, 2023, my Wishpond account was assigned to a new Account Manager. Once the first advertisement expired on November 3, 2023, no further advertisements have been initiated. I have been in communication with the new Account Manager, who promises to complete actions, but consistently fails to follow through with performing these actions or provide the basic agreed upon service. In February 2024, I requested that Wishpond cancels my account and provide a refund, but they have not done either. I have allowed plenty of time for this company to redeem itself, but they have consistently failed to provide even the basic service that they promised in the contract, and they have not stopped the automatic withdrawals from my financial account. They do not have the right to take funds from me without providing the service that they agreed to provide in their contract.

  Business Response

  Date: 05/03/2024

  Hello Jai.

  My name is ******* and I'm responsible for the *************************** at **********************. Let me start by apologizing for all this inconvenience. I want to assure that I'll be taking measures to prevent issues like this from happening again (with other customers) and I'll gather the team that worked with us to discuss your situation. Also, we will review your request and negotiate a proper compensation, I can guarantee.

  Thank you for feedback, for detailing some of the events of your experience and for uploading supporting documentation. I will definitely take into consideration when I review the case with the team.

  You'll be hearing from us shortly.

  *******, from Customer Success.

  Customer Answer

  Date: 05/03/2024

   
  Complaint: 21380467
  
  I am rejecting this response because: 

  Thank you, *******, for your response. I look forward to hearing from you and negotiating a resolution with you.

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