ChannelAdvisor Corporation (Headquarters)

Channel Advisor sales man grossly mislead our management when he sold us onto the CA system. Company lost money on implementation. CA did not offer goI have repeatedly asked for getting out of the contract for the good reasons outlined below. I did not get prompt response and when I finally did it wasn't promising.We started a 12 month contract with Channel Advisor Feb 2015. I was promised in an email that "I believe our platform will help you automate your current process in such way that you will be able to reach more marketplaces, list more products and ultimately increase sales without exponentially increasing your workload." by the sales person. He repeatedly stated that this would take very little effort from our people. They would guide us every step of the way. That our sales would go up by well over over 50% and another 20% over that (so 70% ++) if we listed on eBay.Later CA employee disclosed to us that this ruthless salesman was no longer with the company and that they regretted the sales tactics. We signed up real excited. Boy had we another thing coming!The service we got from them was real bad. They had us struggle through useless errors one by one for months without helping us fixing the root causes (so much for "little effort needed"). There was no high level management on the account, we never received strategic advice on what to do about our old store that was not "in agreement" with Channel Advisor and caused a lot of Channel Advisor errors. The sales man talked us into signing up for two of the Launch Assistance Services, the Amazon package for $750 per and eBay package for another $750. In addition they charged "Premium Marketplaces Subscription Fee" of $1,100 monthly from Feb 5, 2015.They never even started advising us on how to post our products on eBay because we were told we should first fix our Amazon database. However the database was so hopelessly tangled up and the solutions where so inefficient that the database never got to a stage to be ready to post on eBay.They knew we had an Amazon store when they signed us up. We had explained our situation!We requested to be let out of the contract on September 1st after months of having given up on Channel Advisor.On September 9th we where promised through email that "termination is being worked on". We never heard back from them about our request of early termination.It is my opinion that this company is praying upon small businesses like ours by overselling and over promising and then under-delivering everything but the bills.The program never worked. They never gave us the assistance needed to get the program off the ground. I would think twice before signing up with Channel Advisor!Desired SettlementHere is what I want:I want a refund for the eBay consulting of $750 plus I want to be let out of the contract as of and including September. In this case we have paid $7,700 + $750 = $8,450. We will pay this for being fooled by a "good sales man".We are asking that they leave us out of the contract for Sept through Jan, that is 5 months + $750 (for eBay consulting that never occurred), this is then equal to $5,500 +$750 = $6,250.The only refund they need to give us in this case is $1,100 + $750 = $1,850 plus they need to allow us to dispute the October payment.Business Response Retailers use the ChannelAdvisor platform to automate the process of listing, managing and optimizing product listings on online marketplaces. Our software does require an initial investment in time to upload and create a seamless experience, which is common for all customers. We have documentation that verifies our team put forth great effort to address the complainant's Amazon errors and that the customer displayed an understanding of what they needed to do to fix any such errors going forward. Our documentation also shows that the complainant requested that the eBay launch process be put on hold.ChannelAdvisor offers a Managed solution where our experts completely manage and advise accounts, but this complainant chose the self-service solution and was therefore expected to take over management of the account after launch. We feel that this customer has not given our software an opportunity to perform as outlined in the sales process. Additionally, we've offered solutions to this customer to address his specific situation. For this reason, we are unable to release this customer from his contractual obligation, but are happy to assist him in any way possible to help achieve optimal results."Consumer Response I repeat that Channel Advisor's sales person told us that we only needed to invest a few hours of our time to accomplish great results. However that did not pan out. Yes we where told how to solve our Amazon errors one by one, this will take about a year or two to accomplish in the way directed by Cannel Advisor should we put a person on the issue working at it 5 days per day for 3 hours per day, for a total of 15 hours per week. This solution is impractical and insulting.We however realize that we are no match to Channel Advisor's lawyers as we are a small manufacturing company. If CannelAdvisors agrees to at this moment help us implement eBay we will continue to pay Channel Advisors money we so sorely need to pay our workers. Should I get even poorer service from Channel Advisors team as a result of this letter to Revdex.com I will write to Revdex.com yet again.When reading this, it is important to realize that it is stated on Revdex.com that; "If the company's response is not what you requested, please keep in mind that the company's cooperation is voluntary. We cannot require or demand action from the company."Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I am sorry to say but this project is a complete mess. To resolve the payment issue We would like $750 eBay fee deducted from our bills, if they agree on that we will continue to pay $1100 per month - although we don't use their software at all. This has been a complete loss for us, please agree on the $750 credit back. Thank you,[redacted]Final Business Response We regret that the customer feels this way, but like most Software-as-a-Service vendors, ChannelAdvisor requires payment as set forth in the agreement in order to continue working with clients. We have made several efforts to help the customer be successful on the ChannelAdvisor platform, but unfortunately this process was hampered and ultimately halted due to the customer's lack of engagement.

On December 2,2015 Channel Advisor and [redacted] signed a contract.. Channel Advisor failed to perform adequate training as described.Channel Advisor and [redacted] have a twelve month signed contract as of December 2, 2015 which automatically renews each year. Two payments were paid to Channel Advisor:December 5, 2015 for $4860 and March 16, 2016 for $3,360.In the Statement of Work (SOW) for this contract, there were specific responsibilities of Channel Advisor and specific responsibilities of [redacted] The two main responsibilities of Channel Advisor were to provide launch assistance for eBay and launch assistance for Jet. From December 2, 2015 until February 17, 2016 there were no sales on eBay (even though the launch was supposedly completed) On February 17th only after my conversations with eBay and my information to Channel Advisor did we start to have sales. The problem was that the mapping between Channel Advisor and eBay was incorrect.The Channel Advisor launch manager failed to correct the account settings and configurations. This was Channel Advisor's responsibility as described in the description of services.AS of now, [redacted] is not launched. Although much time has been spent with the launch manager.I have e-mailed back and forth with Channel Advisor to no avail. The main person who is responsible for whether the contract can be canceled is [redacted]@channeladvisor.comI consistently tell [redacted] that the launch team gave inadequate training. [redacted]'s response is that the contract does not guarantee sales.I agree the launch teams spent much time with [redacted] Their assistance was inadequate. It is like hiring a construction team to build a house. After much time spent on the project, the result is a pile of bricks. Time was spent, but not building the house.Desired Settlement[redacted] is requesting that the contract with Channel Advisor be cancelled and that Channel Advisor remit $4,860 of the $8,220 to [redacted]Business Response We're looking into this request, and are working directly with the complainant to resolve this matter.Consumer Response Hello,Thank you for the work you have done on my behalf. Channel Advisor and [redacted] have reached an amicable agreement. Sincerely,[redacted]

We have been using Channel Advisor for over 3 years and have had incredible sales growth with excellent support.

Channel Advisor is a fantastic partner that has helped us take our business to the next level. Their software platform is second to none and the expertise of their team has been very beneficial to our business. They truly have become a partner is growing our business.

As a client of ChannelAdvisor, I am telling you from experience what we went through extremely difficult hardships with the company. We started in good faith and wanted to end in good faith. However, we were trying and trying to work with them, but all they want is your money and they are not willing to help you in any way. They promise you everything but they don't deliver. They promised that they will help us set up the process for eBay and Amazon, we paid extra set up fee for setting up each platform. However, they gave us inexperienced workers which misguided us causing us to lose thousands of dollars. Initially they told us the losses they caused us will be reimbursed. But when it came to pay, the company formed against us in a very unprofessional way, not to help out the customer. We very much wanted to grow with ChannelAdvisor on all platforms however there behavior was ruthlessly unkind, unprofessional in this matter. After our mess up we found out that many other clients where going through the same hardships and even worse experiences with ChannelAdvisor. Be extremely cautious with them as they promise you many things initially but the people employed there are very not well trained and very unkind and cause huge mess ups. So watch where you spend your money!! We highly recommend you not sign up with ChannelAdvisor!! ","neg-1