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:04/03/2025

  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.

  This company has been charging me for about 6 months and I don't know why. I attempted to call them and was met with a voicemail. No response was ever made to my voicemail, so I have initiated a fraud complaint with my bank.

  Business Response

  Date: 04/16/2025

  Thank you for the opportunity to respond to Mr. ******* concerns.

  After reviewing the details of the account in question, it appears this may be a case of confusion regarding a more recent service purchase. Mr. ****** purchased a ****** Product Listings campaign on October 13, 2024, through our ***** white-label program. That campaign, associated with Merchant Account ID (MAID) *******, remained active and in good standing until April 5, 2025, when a dispute was submitted.

  In this case, we noticed that Mr. ****** also had an earlier account with us under a different MAID (**********) which last transacted in 2023. While the **** associated with each account are very similar (one using www and one without), they are technically treated as separate properties:

  
  - MAID **********: ******************************************
  - MAID *******: **************************************

  
  The newer campaign appears to have been created via an ********************** process, and there are no known issues that would have prevented it from running as expected. Additionally, we have not received any support tickets or emails from Mr. ****** regarding this newer account.

  
  Regarding the voicemail mentioned in the complaint, weve checked our systems and, so far, havent located a record of it. If Mr. ****** is able to provide the approximate date or time it was left, wed be happy to investigate further to see what may have occurred to make certain our system is capturing all incoming communications.

  We hope this clears up any misunderstanding. If Mr. ****** has any further questions or would like to talk through the details, our team is here and happy to help.

  Sincerely,

  *******

  COO

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23152506
  
  I am rejecting this response because:

  Searching back to 2023 I do see an email now that indicates that I had signed up with this service back in 2023 for a free trial.  I was charged one $10 payment in May 2023 so it would appear that I did not cancel the free trial until after this charge.  If I remember correctly, we had no success using these services so I certainly would not have reactivated a failed service, nor do I have any emails in the past 12 months from this company indicating that the service had been reactivated.  Additionally, when I first attempted to try to find out what these charges was for I attempted to log in to the client portal of the Kilken website but was informed when trying to login that there were no accounts associated with either of the emails I would use for this service.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 05/02/2025

  Thank you for the opportunity to respond to Mr. ******* concerns.

  We would note that we have not received further details about the voicemails referenced so we are still unable to investigate appropriately to provide further comment on that portion of the complaint.

  Concerning the account and billing history:

  Our records indicate that Mr. ****** previously had an account connected to the *** ******************************************. This account was connected to our system on May 16, 2024, with the only billing occurring on May 16, 2023, and there has been no billing activity associated with that account since.

  The charges Mr. ****** is inquiring about relate to a separate account under the similar but distinct *** ************************************** (without the "www"). This second account was created on March 10, 2024, and a campaign purchase was made on October 12, 2024, which initiated monthly billing thereafter.

  This second account is associated with the email address ************************** and our system links this to the domain and a public ******** Page titled Crazy Red Head Bargains. The page and domain reference an address in *************, **, along with the same email. While we cannot confirm what specific actions were taken by Mr. ****** or his business, it is possible that a new account was created through the eCommerce partners interface, as can occur when a store is redeployed or rebuilt on the same or a similar domain. Perhaps a partner, or provider, of services to Mr. ****** set up a new online store/site/catelog - but again, the action of the purchase requires a checkout action (there would not have been a free trial) and based on the card transaction, the device the purchase was made from was in ********, **, 2.3 miles from the billing address of the card used to make the purchase.

  Both accounts remain active in our system, meaning they should still be accessible. However, as these accounts were created through a white-label partner of *****, we do not have visibility into login credentials or account-level

  permissions. If Mr. ****** is having difficulty accessing the account(s), the most relevant support guidance we can provide is available here from *****:
  ?? ****************************************************************************

  We hope this clarifies the nature of the accounts and the source of the charges. We remain available to assist and would be happy to escalate this with the ***** support team for further clarification.
  

• Initial Complaint

  Date:02/04/2025

  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 received a letter from my credit card company, ********* (letter attached), regarding a ****** Ads promotion offered by ******. The promotion offers a $500 ad credit when you spend $500 on ****** Ads within the first 60 days. I signed up with ****** and made a payment of $300 on 12/12/2024 (invoice attached), followed by another $300 payment on 01/11/2025 (invoice attached). I emailed Kliken on 01/15/2025 (email attached) and again on 01/18/2025 (email attached) inquiring about when I would receive the $500 ad credit, but I received no response. On 01/21/2025, I called Kliken (recorded call available) to ask about the status of the ad credit. The associate I spoke with was unfamiliar with the promotion and could not provide any information on when I would receive my credit. I requested to speak with a supervisor and was told I would receive a callback, but I have yet to hear from ********* a result, I have canceled my account with Kliken and am requesting a full refund of the $600.00 I paid to them.

  Business Response

  Date: 02/19/2025

  The customer purchased a ****** SEM campaign on December 12, 2024. The original purchase was for a $300.00 campaign, of which $285.00 would be considered applicable Ad Spend eligible towards the Credit Promotion. The Customer rebilled on January 11, 2025, for the same amount but then canceled their campaign on January 27, 2025, after the lack of clarity from their request on the promotion. Had the customer run the campaigns for the full period, they would have been eligible for the promotion. We include details about the promotion here (*************************************************************************************************************************) and here (*********************************************************************************************************). I sincerely apologize for the lack of clarity our team provided the customer, the Team should have directed them to our *********** which contains an article which covers this exact query. At the moment we are unable to take any actions on the account as they have submitted transaction disputes with their financial institution which locks both the transactions and the account from transaction any further but we will reach out and offer the above.

   

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22894514
  
  I am rejecting this response. As stated previously.... The ******* promotion promised to provide a $500 ad credit after I spent $500 on ****** Ads within the first 60 days. I made a payment of $300 on 12/12/2024 (invoice submitted in original BBB claim), followed by another $300 payment on 01/11/2025 (invoice submitted in original BBB claim).  I did not cancel the *************** until AFTER I  fulfilled my $500 commitment and made NUMEROUS unsuccessful attempts to find out when I would get the $500 promo promised.  Since Kiliken did not respond timely to this BBB complaint I reached out to my credit card company to ask them to reverse the Kiliken charges. I will continue to reject this response until  I receive a full refund of the $600.00 I paid Kiliken from Kiliken directly or from my credit card issuer.

• Initial Complaint

  Date:01/06/2025

  Type:Delivery 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.

  It has been nearly a week since my campaigns have been on hold without any explanation, and unfortunately, I haven't received any response from customer support. I currently have two open tickets with Kliken (****** and ******), but so far, no one has addressed them. This situation is frustrating, especially considering I have five campaigns totaling 2500 EUR that aren't running. I would greatly appreciate prompt attention to this matter, as the lack of communication has been disappointing. I hope to see a resolution soon.

  Business Response

  Date: 01/15/2025

  This customer experienced a pausing of their campaign due to a required step of advertiser verification by ******, which is completed for all advertisers. We identified the need for the required verification to occur on December 4, 2024 which would be required to be completed by December 31, 2024. However due to the transition of our support operations to a new platform, there was a significant delay in the requesting of the details from the customer - and his campaign had been paused (and he proactively contacted us to request an update). A number of days later ****** subsequently disapproved the customer's account (which had no correlation to the advertiser verification process). We accept that our processes failed to ensure the customer was contacted in a timely basis to request the appropriate details required to complete the verification process. We have contacted the customer and engaged with them to resolve this issue, and are continuing to work with them to provide support as they work to regain approval from ****** for their campaigns. Our C.O.O. ******* *** is currently supporting the customer directly in light of the above.

• Initial Complaint

  Date:12/02/2024

  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 signed up for service with my website for marketing help (***** is the website host) and the charge was ***** to sign on with kliken but because of Error with setting up the ads I did not finish connecting product and also I had a Error with ****** number for ads saying l had a unpaid ******** checking my credit card I see a charge for ****** for ******** ads from Kliken - that I set up directly from **** and not ****** on November 23 /24 and being charged for through my company *********************************** with ****** Kliken has done nothing and I still havent initiated anything with them/ through the website ***** and still have Errors Kliken also said charges were through end date of 11/21 - I had no ads running from or for my site ( **************************) - why would I end ads before Black Friday!I want my money returned from this fraudulent company and to close my account permanently!

  Business Response

  Date: 12/03/2024

  
  Thank you for bringing this matter to our attention. We take all customer concerns seriously and strive to ensure a fair resolution. Below is a summary of the events and actions weve taken regarding the complaint from Helping Hands Therapeutic Services:

  
  Service Purchases and Activity:
  - On November 21, 2024, the customer purchased a ****** Product Listings (GPL) campaign and a ******** Shopping campaign within approximately ***** minutes of each other.
  - The ****** campaign was disapproved due to missing AdWords links, and our team contacted the customer the same day to notify them of this issue and provide guidance on how to resolve it.
  - Unfortunately, there was no response or action from the customer regarding this communication.
  - It seems the customer was confused and may have believed they had engaged with ******** directly, but the ad creation they referenced was completed within our product dashboard.
  

  Customer Communication and Refunds:
  - The only communication we received from the customer was on November 30, 2024, via ticket #******. At that time, they stated they had not set up services with us, requested a refund, and asked to cancel all services. There was no attempt before this (or in this communication) to understand what had occurred or resolve the matter.
  - Our agent provided a detailed overview of the matter and showed them how to get the campaign approved by ******; however, the customer did not engage.
  - On December 2, 2024, we processed a refund of $127.50, representing the unused spend from the ******** Shopping campaign.
  

  Additionally, on December 3, 2024, to fully address the situation and close the matter amicably, we issued refunds for the $10.00 platform fee and the $22.50 ******** management fee, ensuring all charges associated with these services were refunded.
  

  Account Closure:
  

  - As requested, the customers account has been permanently closed to prevent any further charges or activity.
  

  We believe these actions fully resolve the matter, as all relevant charges have been refunded. At ******, transparency and customer satisfaction are priorities, and we encourage customers to contact us promptly with any concerns or errors so we can address them in a timely manner.
  

  Please feel free to reach out if further clarification or additional information is needed.
  

  Sincerely,
  ******* ***
  C.O.O.
  
  

  
  

  Customer Answer

  Date: 12/03/2024

   
  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:06/28/2024

  Type:Billing 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 no longer use ecwid. Previously I used kliken. I have deleted my website from the platform and moved to shopify. I have asked kliken to stop billing me. They charge me 150 a month I email them and then they refund me and apologize each month now for 4 months. REMOVE ME from your system I feel you are doing this to prey on the fact that maybe I will miss it one month. I want my name and card number and info removed from the system!!!!

  Business Response

  Date: 06/28/2024

  We have reviewed and appreciate the customer raising this concern. Based on their account history, their statement that this has occurred for four months is incorrect. They initially purchased on April 20, 2024 and cancelled their services 5 days later on April 25, 2024. They then purchased a NEW campaign on April 26, 2024. On May 1 we received a message thanking us for the support relating to the successful launch on the campaign, which we have included here. On May 9th they requested a cancellation and refund of this product, which we executed for them on May 10. Due to a system bug, which we identified through this complaint, while their products were all showing a status of cancelled, the billing system had not completed a sync of this status causing it to bill again. Our development team has fixed the issue as of today. A refund of the full invoice was also processed today.

  
  We would note the customer did not contact us about this specific error to allow us to resolve prior to the submission of their complaint to the BBB. 

• Initial Complaint

  Date:01/29/2024

  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 have paid ****USD to see my e-commerce being published on ****** shopping. After a little time the campaigns were approved, the campaigns started to have issues. Eventually, they got blocked and my ****** merchant center banned. I asked several time for a refund of the unspent budget but they never went through. Specifically, their alleged "support manager" named ******* is ghosting me since more than 2 weeks.I ask for a complete refund of all the unspent budget immediately. Otherwise, I will proceed to file this complaint to court.

  Business Response

  Date: 02/06/2024

  The customer requested the cancellation of their campaigns, refund of their unused campaign funds, deletion of their account and processing of a forget me request on January 6, ****. Based on system requirements, these have to be done in a specific order.

  As such, on January 15, **** we suspended all campaigns. This is because campaigns normally run for 30 days after cancellation - but the customer requested immediate suspension, of which is not within our terms of service which they agreed to (nor is the provision of a refund), however we agreed to provide both of these as gestures of goodwill. 

  Once suspended, we note that refunds will be processed within ***** business days, with another **** days to allow for the funds to be credited back to the original payment card. We were delayed slightly in the processing of the refunds, but this occurred on 2/1/****.

  The customer however refers to an amount of $2,150.00 in their complaint. Per their original email, and actual spend data, we were only able to issue a refund of $596.25 as their campaigns had been active and running prior to the suspension they requested. 

  The customer also has stated in a complaint to us that we failed to provide the agreed upon services, which is incorrect. We provided the services as contractually agreed and explicitly note within an onboarding questionnaire which the customer completed that the ultimate ability to run ads is dependent on the selected Ad Platform. In this case, ****** ultimately suspended the customer's account due to Misrepresentation. While we understand the frustrations that arise from this, ****** had no involvement in the suspending of the campaign. Again, the appeal decision was/is made by ****** - and once made there is nothing ****** is able to do as it is ultimately ****** who determines who can, or cannot, operating on their platform.

  Attached are screenshots of a user's attempt to access the Customer's website.

  As of today, the refund has been processed - however since the customer has an open complaint, we are unable to cancel the account and process the forget me request. Once the complain is closed (for BBB and via confirmation from Customer)

• Initial Complaint

  Date:07/03/2023

  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 purchased their ****** Ads extension for my online store. Paid the $150 to run my ads, but the extension stopped working. Contacted support via email, and never heard anything. Called support and they claimed to have escalated the issue to a higher department. Still nothing. Im still trying to get my money back from these guys. Do not use this company.

  Business Response

  Date: 07/18/2023

  Hello,

  We are uncertain as to the nature of this complaint. The customer was contacted by ****** on June 19, 2023 to inform them that their website violated ******** content policies, as set forth and managed by ****** directly. When this occurs, we are unable to provide the ****** Shopping Services to them. Their account was cancelled, to prevent future billing attempts, and a refund was initiated. That refund was confirmed as processed by our payment processor on June 19, 2023. 

  The customer was informed about this again on July 3, 2023 when they called our Support Team. At that time, an agent informed them that their refund had been accepted and shown as processed, and they would need to discuss with the financial institution who had issued their card as to the status of funding being returned as, from our platform, the refunds were generated and completed previously. Documentation attached outlining the contact with the Customer and extract of the payment processing platform showing the return of the funds as discussed. 

  Kind regards,

  *******

• Initial Complaint

  Date:10/28/2022

  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 paid $300 for my ads, and it ran for about 3 days and out of nowhere it has stopped running. I have contacted the business multiple times, and I keep getting an automatic reply saying someone will contact me, but no one ever does. Ive been doing business with them since the beginning of 2022, Ive not had an issue before. They were always very responsive. Out of nowhere, I cant get anyone to contact me at all. *** tried calling and cant get anyone either. I wanted a refund of what I paid, because they have been able to help out in this way before when it fell through, but it looks like *** lost out on my money now.. plus with no response from them for 1-2 weeks, Im not sure what to do anymore. This is costing my business money.

  Business Response

  Date: 11/11/2022

  Hello,

  Please note, we proactively contacted the customer on the following dates to inform them that the billing credit card used to pay for our services had been unsuccessful and until the payment was resolved, their campaign was at risk of being paused. This was specifically related to a billing item called the 'automation fee'. 

  Oct. 2, 2022 (x1 contact)

  Oct. 10, 2022 (x2 contact)

  Oct. 13, 2022 (x1 contact)

  ******************** then contacted us on Oct. 21, 2022, to which we replied on Oct. 21, 2022 and set our standard expectation that it may take 1-2 business days to review and respond. Further information was provided to ******************** on Oct. 28, 2022 and Nov. 2, 2022 with regards on how to resolve the issue. There was some contact in the dates between Oct. 21 and Nov. 2 which were merged into a main thread to allow for a more efficient review and response communication path. As of today, ******************** campaign is running and generating positive performance. We have no communication from ******************** since Nov. 2, 2022.

  We believe this matter to be closed, with our team have successfully supported ******************** in resolving his billing issue and returning his marketing campaign to an active state.

  Kind regards,

  *******

• Initial Complaint

  Date:10/13/2022

  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 employed ****** services in mid September. I paid $150 for product marketing on ******* I have not received the service I was charged for. I have asked for a refund which has been steadfastly ignored. Every time I ask for an update, I get an email that says Ill get an answer within 1-3 business days. *** received this same message in 4 separate emails. I dont believe they are legitimate, I think its a scam. Why string people along with promises of an update, when here we are a month later and I still havent received what I paid for. Plain and simple, this is a scam. They took my money, acted like they were working for me, lied to me about possible resolution, and have ignored my refund request.

  Business Response

  Date: 10/13/2022

  Hello,

  I (********************* - ****** C.O.O.) spoke with ***************************** via phone on October 15, 2022 at 12:01 PM EST (CFox (no. ************ received call from ************). ******************** is a customer of ******'s under Master Account ID: *********.

  On this call I discussed the complaint, and noted that all information provided to ********************** during the course of his interactions via ******'s customer support ticketing service was complete and matched ******** system information. However, it was understood that given the information contained in the tickets to ********************** this was not / would not have been overtly clear. 

  I offered to submit a manual review to ****** in relation to ******************** account in order for it to reviewed and noted that this could taken between **** working days, but likely longer given current waiting times ****** is experiencing from ******. ******************** declined and requested a full refund be issued, which I accepted. 

  During the course of the call ******************** noted that he would rescind the complaint, and to note that ****** and he mutually resolved the issue at this time. 

  Kind regards,

  *******