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Business Profile

Tutoring

Preply, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Tutoring.

Complaints

This profile includes complaints for Preply, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Preply, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 69 total complaints in the last 3 years.
    • 18 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/02/2022

      Type:Product Issues
      Status:
      Resolved
      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.
      Preply is an online language learning website. I planned to study on Preply, and made a payment $ ****** on 2022-05-07. that's for 12 hours of class.When I made the payment, Preply promised on their webpage that if not satisfied I will get full refund.However, the tutor did absent on the 2nd class, and shows unprofessionalism to handle the case. So I stop the training. with 11 hours balance left in my account.On 2022-10-02, I request a refund. The preply refused and said due to so-called refund policy, (which I never saw before). they can't issue a refund after 90 days of the payment.Preply didn't mention this 90-day policy on their webpage and still promises to refund the unused balance nowadays.I'm writing to complain and ask for a full refund.

      Customer Answer

      Date: 10/13/2022

      Hi, I have not heard anything from the business in response to my complaint.

      This company already has a F grade, they really don't care BBB review

      Business Response

      Date: 10/01/2023

      Hello!

      We are sorry for the inconvenience caused!

      Please note it is stated in our Refund and Payment Policy that we cannot issue a refund if the payment was made in more than 90 days.

      You can check the policy in the attached link:

      *****************************************************************************************************************************************

      The hours you have can be used with your current tutor, or you can transfer them to any tutor of your choice.

      Customer Answer

      Date: 10/02/2023

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      *******************

    • Initial Complaint

      Date:09/29/2022

      Type:Product Issues
      Status:
      Answered
      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.
      TUTOR unavailable. Preply will not refund or tranfer the two unused lessons (September 26 and 28) to new tutor.

      Business Response

      Date: 10/01/2023

      Hello!

      We are sorry to hear about that!

      You have the technical possibility to transfer your balance to any tutor of your choice, in case you are facing issues with that, please get in touch with our support and we will be more than happy to help you!

    • Initial Complaint

      Date:09/16/2022

      Type:Order Issues
      Status:
      Resolved
      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.
      they provide a deceptively worded refund policy where they state they have sole discretion in regards to refund with no time limit, however if you bring up issues such as the app not working, video and audio being terrible, and the product unusable their agents will tell you to transfer your credits to another tutor. Then after 90 days they tell you your "subscription" is unrefundable but you can again transfer credits to another tutor. In my case it was not a subscription but I had purchased a fixed amount of hours in a one time purchase. Also please beware their customer service agents can be incredibly rude and insulting, and will stop even acknowledging what you are saying and simply repetitively telling you to "read what I already wrote". They will also claim they "escalated it" but provide no proof or information that they did. I would never ever do business with a company again with this type of shady tactics, rude support, horrible and faulty service. I am far from alone with this issues, please read their reviews many customers outline the same exact issue I have stated.

      Customer Answer

      Date: 09/26/2022

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      ***************************

    • Initial Complaint

      Date:09/02/2022

      Type:Product Issues
      Status:
      Answered
      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.
      Subscribed to a Japanese ****** subscription for my daughter. Cancelled the subscription for the summer because we wouldnt be available to continue for the summer. Was told by customer service reps that I would receive a refund within 30 days. Noticed another charge on my credit card from them for $3.20 when I contacted them there story was that they had already refunded me previously and that ths $3.20 was a service fee. I checked my online banking and they never refunded me. When I confronted them about this they just kept repeating themselves. I asked to speak to a manager because I wasnt getting anywhere with the customer service rep I was speaking with. They then told me that I hadnt cancelled my lesssons (which I had). I normally got email reminders the day before the ****** and I hadnt been receiving them. I eventually got fed up and just contacted my credit card company for a refund.Super annoying getting scammed and having someone try to pull the wool over your eyes at every turn.

      Customer Answer

      Date: 09/13/2022

      I have not heard from the business in response to my complaint.

      Business Response

      Date: 09/30/2023

      Hello!

      We are sorry for the inconvenience caused!
      In such cases we can provide you with the receipt of the refund so you can track it with the bank, about the ****USD that is not another charge, it is the transaction fee that is not refundable.

      You can check it from the link attached:

      ******************************************************************************

    • Initial Complaint

      Date:08/31/2022

      Type:Product Issues
      Status:
      Answered
      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 signed up with preply two months ago , we purchased a subscription with two teachers after a while my son is not happy at all with the service we still have a balance of 25 hrs left , we request a refund but the the state that we can't get a refund and we need to look for another teacher , we bealive this company is just a scam who forces us to get their service even if we not happy with , I need my money back of a total of $168 with one teacher and another $80 with another teacher.m account is ************************

      Business Response

      Date: 10/01/2023

      Hello!

      We are sorry for the inconvenience caused!

      Upon checking your account, I noticed we already refunded you the 80USD and the remaining balance, you have transferred it and used it with a different tutor.

      In case you have any further questions or concerns, please write to our support, and we will be happy to help!

    • Initial Complaint

      Date:08/26/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Date: March 27th, 2022 I prepaid for 20 hours of ****** credits. No where in the payment area was I told that you cannot get a refund after 3 months. These credits will no longer be used since I do not need to learn Polish any longer. I requested a refund and was told that I cannot have my reminding credits back because you cannot get a refund after 3 months. These credits will not go to the tutor they go directly to the business. They are prepaid ******s, meaning I have not used these remaining ******s. I would like my remaining credits to be refunded.

      Business Response

      Date: 09/30/2023

      Hello!

      We are sorry for the inconvenience caused!
      Please note it is stated in our Refund and Payment Policy that we cannot issue a refund if the payment was made in more than 90 days.

      You can check the policy in the attached link:

      *****************************************************************************************************************************************

      The hours you have can be used with your current tutor, or you can transfer them to any tutor of your choice.

    Preply, Inc. is NOT a BBB Accredited Business.

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