Curalate Incorporated

August 21, We received notice of the complaint to the Revdex.com from our customer, [redacted] ***Below is our response:Curalate is a technology startup company headquartered in Philadelphia, PA with additional offices in New York, NY and Seattle, WAWe offer a software platform that turns pictures into points of purchase on the internetOur customers include over brands around the world, including [redacted] , ***, [redacted] , [redacted] , [redacted] , [redacted] ***, [redacted] and [redacted] .We pitched [redacted] our product offering and on June 24, they entered into a two-year contract for a total of $24,($1,a month)During these sales conversations we communicated to [redacted] that the contract would not have a cancellation clause – it is a business commitmentWe provide each of our customers with access to a Client Success manager to help them get the most out of our productsIn the initial kickoff call, [redacted] indicated they were very excited about our product and what it could do for themHowever, shortly after that kickoff call, for reasons still not clear to us, they became unhappy with our product, making charges that they were “fooled" by us and wanted out of the contractOur Client Success manager on the account reached out immediately and tried to get [redacted] on the phone to analyze the issues and provide solutionsIn an effort to be a good partner and help them get things going, we offered additional functionality for freeDuring this process, the contact at [redacted] was difficult to connect with, and at various times refused to talk on the phone with us to work through any issueShe became very confrontational and accusatory but did not seem from our perspective to want to try to figure out solutions to the alleged problemsOur assumption, based on the little direct contact we have been able to have with ***, is that the financial commitment became too much and they were trying anything to get out of the contractAfter some back and forth, we have taken a very rare decision and agreed to let them out of the contract for a cancellation fee of $3,(months fees)They have already paid us $1,000, so the net due is $2,Once received, they will be released from the contractWe are processing the paperwork with them on this right nowOur goal is to have happy customersWe work hard and devote a lot of attention and resources to thisWe have a lot of major brands as happy customers and think our solution is effectively priced and represented in our sales processThis one instance with [redacted] seems to be an outlier situation – we think more due to their situation than oursBut we took action quickly to try to resolve the issue to everyone's satisfaction

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

August 21, 2015
We received notice of the complaint to the Revdex.com from our customer, [redacted]. Below is our response:Curalate is a technology startup company headquartered...

in Philadelphia, PA with additional offices in New York, NY and Seattle, WA. We offer a software platform that turns pictures into points of purchase on the internet. Our customers include over 650 brands around the world, including [redacted] and [redacted].We pitched [redacted] our product offering and on June 24, 2015 they entered into a two-year contract for a total of $24,000 ($1,000 a month). During these sales conversations we communicated to [redacted] that the contract would not have a cancellation clause – it is a business commitment.
We provide each of our customers with access to a Client Success manager to help them get the most out of our products. In the initial kickoff call, [redacted] indicated they were very excited about our product and what it could do for them. However, shortly after that kickoff call, for reasons still not clear to us, they became unhappy with our product, making charges that they were “fooled" by us and wanted out of the contract. Our Client Success manager on the account reached out immediately and tried to get [redacted] on the phone to analyze the issues and provide solutions. In an effort to be a good partner and help them get things going, we offered additional functionality for free. During this process, the contact at [redacted] was difficult to connect with, and at various times refused to talk on the phone with us to work through any issue. She became very confrontational and accusatory but did not seem from our perspective to want to try to figure out solutions to the alleged problems. Our assumption, based on the little direct contact we have been able to have with [redacted], is that the financial commitment became too much and they were trying anything to get out of the contract.
After some back and forth, we have taken a very rare decision and agreed to let them out of the contract for a cancellation fee of $3,000 (3 months fees). They have already paid us $1,000, so the net due is $2,000. Once received, they will be released from the contract. We are processing the paperwork with them on this right now.
Our goal is to have happy customers. We work hard and devote a lot of attention and resources to this. We have a lot of major brands as happy customers and think our solution is effectively priced and represented in our sales process. This one instance with [redacted] seems to be an outlier situation – we think more due to their situation than ours. But we took action quickly to try to resolve the issue to everyone's satisfaction.

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

August 21, 2015We received notice of the complaint to the Revdex.com from our customer, [redacted]. Below is our response:Curalate is a technology startup company headquartered in Philadelphia, PA with additional offices in New York, NY and Seattle, WA. We offer a software platform that...

turns pictures into points of purchase on the internet. Our customers include over 650 brands around the world, including [redacted], [redacted], [redacted], [redacted], [redacted], [redacted], [redacted] and [redacted].We pitched [redacted] our product offering and on June 24, 2015 they entered into a two-year contract for a total of $24,000 ($1,000 a month). During these sales conversations we communicated to [redacted] that the contract would not have a cancellation clause – it is a business commitment.We provide each of our customers with access to a Client Success manager to help them get the most out of our products. In the initial kickoff call, [redacted] indicated they were very excited about our product and what it could do for them. However, shortly after that kickoff call, for reasons still not clear to us, they became unhappy with our product, making charges that they were “fooled" by us and wanted out of the contract. Our Client Success manager on the account reached out immediately and tried to get [redacted] on the phone to analyze the issues and provide solutions. In an effort to be a good partner and help them get things going, we offered additional functionality for free. During this process, the contact at [redacted] was difficult to connect with, and at various times refused to talk on the phone with us to work through any issue. She became very confrontational and accusatory but did not seem from our perspective to want to try to figure out solutions to the alleged problems. Our assumption, based on the little direct contact we have been able to have with [redacted], is that the financial commitment became too much and they were trying anything to get out of the contract.After some back and forth, we have taken a very rare decision and agreed to let them out of the contract for a cancellation fee of $3,000 (3 months fees). They have already paid us $1,000, so the net due is $2,000. Once received, they will be released from the contract. We are processing the paperwork with them on this right now.Our goal is to have happy customers. We work hard and devote a lot of attention and resources to this. We have a lot of major brands as happy customers and think our solution is effectively priced and represented in our sales process. This one instance with [redacted] seems to be an outlier situation – we think more due to their situation than ours. But we took action quickly to try to resolve the issue to everyone's satisfaction.