500 PX - Five Hundred Pixels Reviews (%countItem)
500 PX - Five Hundred Pixels Rating
Address: 100 - 20 Duncan St, Toronto, Ontario, Canada, M5H 3G8
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I had previously signed up for a membership with this company 500PX. I was recently charged a renewal fee of $120.00 without being notified I would be charged. *** I requested a refund from the company within 30 days of the purchase and was told no several times by the same employee. When I asked to speak with a manager, *** noting that I should have received a notification of renewal which did not occur.
I am simply requesting a refund
The user signed up for a subscription with us where we mention the auto renewal needs to be disabled by them prior to the next renewal date. They have seen this on the Upgrade page *** as well as the Checkout page which are both displayed prior to making a purchase on our site. Both of these pages state the refund policy and it is also mentioned in our terms https***. This was also mentioned in the confirmation email they received when they made the purchase last year and it also stated the renewal date 1 year after the initial purchase.
We have sent out a email to them stating the renewal is going to go ahead 7 days prior to the renewal date. As the user did not disable the renewal they were charged. The 30 day refund policy is only the initial purchase and not for renewals which is standard among many online services.
As per our terms they are not eligible for a refund.
(The consumer indicated he/she DID NOT accept the response from the business.)
The company says in their response We have sent out a email to them stating the renewal is going to go ahead 7 days prior to the renewal date. As I noted in my initial complaint, this did not occur. ***
I do not recall being informed of auto-renewal
We have sent the email 7 days prior, the date stamp on our email server states February 27th. We have no control over your email domain or server receiving anything or miscategorising it as spam or trash.
The user states "It is unrealistic to assume a customer who has just purchased a product and has not had time to evaluate it will, over the course of a year, remember to cancel a service." unfortunately it is very realistic to assume that anyone who has signed up for a paying subscription to any website have a little personal responsibility to the services that they themselves have signed up for and agreed to the terms for those services.
The auto renewal and refund policy is stated on 2 different pages as mentioned previously with the URL's given they have navigated through before purchasing the upgrade. The information is there in black and white for all to read.
On the accounts settings page the renewal date has been visible for the user for the entire year of their subscription, not to mention the confirmation email they received when purchasing the subscription that stated the renewal date and what they'll be charged.
As stated, per our terms they are not eligible for a refund.
Problem date: 11/21/2019
500px.com was unauthorized to renew my membership for another year. *** I noticed the charge the day the charge was made contacted 500px.com and requested a refund. *** They told me I got a reminder email 7 days earlier which didn't on how to opt out.
Refund my $119.88
The following language is on our check out page, letting buyers know that unless they turn off the auto renewal, they will be charged annually:
Renewals: Your 500px membership will automatically renew monthly or annually based on the plan purchased. Your Adobe Creative Cloud Plan will not automatically renew and must be renewed manually upon your subscription expiry date.
We emailed the user 7 days before the membership renewal date, letting them know they were going to be charged on 20 November. At the time of the email, the user had the ability to disable the membership renewal.
(The consumer indicated he/she DID NOT accept the response from the business.)
As previously stated - I did not receive the email.
We emailed the user on 13 November 2019, reminding them that the renewal would occur. Also, on our checkout page it states that the membership is automatically renewed on an annual basis.
On April 6, 2017, 500px.com sent a notice to all users that they were beginning a new partnership with the photography portfolio platform Format.com.
They advised that users with the 500px "Awesome" membership, which granted them a custom Portfolio on the site, should extend their memberships before April 10 if they don't want their existing portfolio to expire. They explained that it would be available as long as their "Awesome" membership was active.
Further, 500px said that they would be providing information at a later date about what date the portfolios would no longer be available.
The first half of their email (which pertains to my complaint) is pasted below:
"Hello there,
In light of this morning's news surrounding our new membership features, plans, and pricing, we've received several questions around 500px Portfolios that we wanted to clarify. We've compiled a list of the most common questions that our members have been asking regarding 500px Portfolios.
Question: I am currently an Awesome member with a 500px Portfolio, what will happen to my Portfolio on April 10? Will I lose my Portfolio?
You will be able to keep your Portfolio for as long as your 500px Awesome membership is active. Please keep in mind we do plan to phase out Portfolios in the future. Our Product team is currently working on the migration plan for members regarding Portfolios. Once this plan has been finalized, we will follow up with you on a specific date that Portfolios willl no longer be available.
IMPORTANT: If your 500px membership is set to expire on or before April 10, 2017 you will need to renew your membership before the 10th to keep your current 500px Portfolio active. If you do not renew, you will not be able to access your old 500px Portfolio.
Question: On April 10 I am being upgraded to Pro. Will I need to pay again at the new rate?
No, you will not be charged on April 10 for the Pro membership. All current Awesome members who have an active membership will be upgraded to Pro at no extra cost. You will not lose any features, including Portfolio.
Question: Will I be able to create a new 500px Portfolio after April 10?
No. With our new partnership with the industry leader Format, we have decided to stop offering 500px Portfolios, as we strongly feel that Format photo websites are a much better solution for photographers.
IMPORTANT: Although 500px Portfolios are being phased out, your portfolio will continue to be available until your current membership expires. If your Awesome membership is set to expire soon you do have an opportunity to lock in an additional full year at your existing price for Awesome (if you purchase before April 10).
After April 10, 500px will not be offering new Portfolios. At that time, the new Format photo websites will be the standard, available with a Pro+ plan."
I and many others took this to mean, extend now while you can. I extended my membership, which was already paid through April 10, 2018, until 2020, spending 150$ (75 per year x 2) than I otherwise would've spent to extend my site because I loved how it looked on 500px.
Now, fast forward to April 4, 2018. After a year without any communication, 500px sends a notice to all "Awesome" members telling them their portfolios will go away in 2 weeks. Instead, I now need to pay 19.99/month to use their new service with Format portfolios, an additional 238.99/year. Mind you this is all with TWO weeks notice after a year of silence and an email suggesting they could keep them if they spent more money extending them. This is both false advertising and bad customer service.
I am seeking a refund of my two additional years that were purchased because of the false statements in their April 6th 2017 email. I would like my full 75$ payments for 2019 and 2020 back, or $150 total.
(500px)
Apr 11, 11:33 EDT
Hi ***,
Thanks for getting in touch! I'm happy to provide some insight for you.
In regards to this particular case, the user contacted us to receive a refund for their membership. Shortly after becoming aware of the user's request, we issued a refund accordingly.
While we feel that the user had received communication regarding the adjustment of this particular service, we understand their concerns and acted in a way that positively resolved the issue for the user.
The user was refunded before you contacted us.
If you have anymore questions going forward, please don't hesitate to reach out.
All the best,
***
CX
500px
(The consumer indicated he/she ACCEPTED the response from the business.)
After seeming to initially not want to process a refund, 500px were willing to refund me the two years' membership I had remaining that would've been null and void under the new scheme. I'm satisfied with their response and appreciate Revdex.com following up.