Dear ***, Here at Doba we always want people to be successful in the online businesses, we have researched the account throughly to see where exactly we wronged youWe found that you signed up with Doba back in January and since then have logged in just one time to reset your passwordWe
try very hard to make every person at Doba successful and offer many services to helpWe have a live webinar series that takes place everyday of how to help you find products that you are looking for and even further how to find a niche to make more moneyWe also provide an education tab inside the website that has many videos that you can view to help you get started up to help you export hundreds of productsWe have a Help Center within the website that has a Knowledge Base with many articles and contentAlso it allows you contact to us in the form of chat, email, or even phone callsOur amazing customer support team is open for hours a day and is very willing and able to help you find products you are looking forAt this time we feel that you have agreed to pay a great service and we have provided many options to help you be successful that you have not taken advantage of yet at this time. Kind Regards, Matt
*** ***This customer's Doba account was initially created through our partner, Seller's Playbook on 2017-11-29. On 2018-01-18, she spoke with Mark E***, one of our sales reps and decided to upgrade her account to the Pro subscriptionBecause Ms*** did not have the entire
amount available to pay in full, she agreed to make a down payment of $1,at that time and indicated that she would liquidate some stock in two or three weeks, at which time she would be able to pay the remaining balance of $1,She requested a follcall to confirm the pending paymentMark read her Doba's day right to cancel before the call ended (recording excerpt attached)After the sicall with Mark, Ms*** received a welcome call on 01/25/from her account manager, Jessica R***, who walked her through the site, the different features and answered any questions that came up at the time.We did not hear from the customer until 2018-01-28, at which time she emailed our Customer Support team to ask a question about the pricing in our catalogThe email was responded to on 2018-01-and that was the end of that communicationThis was also the only interaction between Ms*** and Doba Customer Service. On 01/31/2018, Mark attempted to follow up with Ms***, but was unable to get in touch with her and left a voicemail asking for her to call him backAfter not receiving a response, Mark called again on 02/06/and once again was unable to reach her, so he left another voicemail reminding a customer that she had a pending balance of $1,that needed to be paid, as agreed in the initial callHe again asked for a callback, to no avail. Unfortunately, at the time of Mark's second attempt to reach the customer, our system had already been scheduled for the remaining payment and the amount of $1,was automatically charged to the card on file.After the payment went through, M.s *** finally got back in contact with Mark via text message and asked for the charge to be reversedAgain, Mark attempted to speak with Ms*** on the phone and got her voicemail; left a message asking for a call back to get everything straightened outMs*** replied again via text message and asked if she had to get on a call in order to get a refund, which Mark confirmed and explained that "As part of our policies and procedures, we have to talk to the client in question any time there is a billing issue, regardless of its amount or the type of membership in question." They both went back and forth about possible call times and finally, Mark confirmed that her account manager, Jessica, would call her and help her get the issue resolved.Jessica attempted to reach out multiple times and explained that the process requires the customer to get on a call with their account manager but unfortunately, Ms*** refused to speak over the phoneJessica was also in contact with ***'s account manager at Seller's Playbook and shared the email thread with him (also attached).Finally, upon receiving the Revdex.com complaint on 02/28/18, we attempted to call Ms*** more times on that date, and once more today (03/01/18)We determined that, because the second charge was not verbally confirmed before processing, we are happy to refund that payment of $1,We have already issued the refund and have contacted Ms*** via e-mail to inform herWe have also explained in our e-mail that because she approved the initial charge of $1,000.00, and did not request to cancel within her day grace period, we are unable to refund that portion of the total amount.We have not heard from Ms*** since Friday, 03/02/We reached out to her offering a full refund if we can get this resolved directly and she withdraws her complaintWe are working with her coaching company, Seller's Playbook, to reach an agreement as well
Complaint: [redacted]
I am rejecting this response because:I have logged into the account several times. There were some items that I wanted to put up for sale, but as I stated earlier, they were either discontinued or out of stock. I still receive e-mails stating that the items are still out of stock or discontinued. I did go through the training pages. How they missed that, I do not know. I have been to the pages several times trying to get items on E-Bay where their training page told me I could post several items at once - NOT TRUE!! I gave up after a time, but I still have the pages that didn't work on my computer. Most of the items CANNOT be sold for a profit on E-Bay, either. I was sold a promise that was nothing but a dream. I would still like my money back!
Sincerely,
[redacted]
Dear [redacted], We were sorry to hear that you hadn't used our product. I do see that this complaint was filed before we had spoken on the phone with you. I see that we have refunded you and that you were happy with the service you received. Please let us...
know if there is anything else that we can do to help. Otherwise we will consider this refund a satisfactory resolution. Thanks,Doba
Considering that I never even logged in to the acct and forgot about even making it nor read the fine print I would like the full refund instead of just half of a refund. I am willing to accept the second refund but want the other two as well .............it's not the fact that I live off disability it's the fact that I did not even know what I was doing.............I was interested in your service about drop shipping. but I never went thru with it. what, you make thousands off of business owners each year, and all I am asking is my full refund and you will never hear from me again.........................that's it plain and simple. I could use that money for xmas, bills, and didn't even know it was being taken out I thought it was this other hospital bill that I was paying on but since I did not authorize like I would not have authorized knowing that with you, then I would have refused to go thru with this. I wouldn't have been able to handle it even if I had wanted to.. I did not know that I was going to be charged after x amt of days. had no idea. look this is [redacted] I am in control of her money, and this is her husband adding additional info. my wife, excuse me is handicapped. she did not know, I had no idea this was going on, she had no idea what she was even doing, and my apologies but if u could just refund the money for a good deed to her I would appreciate it b/c she, again is on disability and now we are going to have to change her card b/c it has been compromised once again because she did not read any of the fine print. that's all I can say is give her the benefit of the doubt............plz she has bills to pay and I am out of work trying to have back surgery.............we could use the rest or all of the money.thanks,[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Dear Ms. [redacted],The account was canceled when you requested the cancellation on March 9th, 2015. As our cancellation policy is not retroactive and the billing already went through, it simply canceled the renewal on your account. This is outlined in the Terms of Use...
(https://www.doba.com/site/fees/):Monthly, auto-renewing - example:If you register a new account on August 1st, your accepted payment form on file will be billed that day and the next Billing Cycle Date is September 1st. If the normally scheduled Billing Cycle Date falls on the 29th, 30th or 31st, but the current month does not have this date, the Billing Cycle Date will be adjusted to fall on the last day of that month. You must cancel or change your subscription before the next Billing Cycle Date to avoid additional charges. When you cancel your subscription, your access to the Doba site is terminated beginning on the account's next Billing Cycle Date.As of this point, your account is canceled and access has terminated. We wish you success with your other business endeavors.Regards,[redacted]Senior Account ManagerDoba Enterprise
Doba
Dear Ms
[redacted],
I have
read your concerns and thoroughly reviewed your Doba accountIt appears that
there has been a misunderstanding on your Doba accountSeeing as you requested
to cancel your Doba account prior to the billing and yet it still billed, we
will issue the refund of $that billed on 4/26/2015.
It is
unfortunate that you had to reach out to us via the Revdex.com when it could have
easily been resolved via Customer ServiceThe refund confirmation number is
[redacted]The refund has been issued today, however, it will likely appear in
your bank account within standard processing—usually to business days.
We wish
you success with your business endeavors.
Regards,[redacted]Senior
Account ManagerDoba
Enterprise
Dear Mrs. [redacted],I understand by reading your complaint that the billing is an important issue for you. Before discussing the billing policies and what we will do for you, it is important to understand the value of our service, as you signed up for it to use it.Doba’s purpose is to help retailers...
source products easily. This means that by starting a membership, one quickly source a lot of products and may sell them online immediately. The products are all drop-ship-able—meaning that one is not required to have physical stock on hand to sell the products; they will be shipped directly from the supplier or manufacturer to the end consumer. The service is valuable due to the savings: rather than having a warehouse, overhead costs, many employees, etc., one could simply earn money selling the products online through shopping channels like eBay and Amazon and provide a large array of unique or niche items.Doba Guarantees the lowest drop shipping wholesale price. If someone finds a better price than Doba’s wholesale price through another drop shipper, not only will Doba give that retailer 2 months free of access, Doba will also pursue getting the same price for that exact item.Also, Doba provides tools necessary to help quickly and efficiently list and sell items on hundreds of shopping channels. The tools include the Elite Seller Report, Data Export Tool, Order Report Tool, Partner APIs in order to integrate your account with a website or related service, published and archived Education, and live webinars. Doba provides live, in house, Customer Service 11 hours a day (7:00am to 6:00pm Mountain Time), Mondays through Fridays via phone, chat, and email.The billing concern revolves around the cancellation process and refund policy. A user may cancel his or her membership via one of 3 methods: 1. by calling our Customer Service department at 877-321-3622 during regular business hours, 2. via “Ask a Question” email through the “Help Center” section of the account, or 3. via the cancellation link within the “My Account” section of the account. The first cancellation request we received from you was on 11/11/2015. Where you made the request and we acquiesced, providing you with a cancellation confirmation number ([redacted]). The cancellation process is not retroactive--meaning that we don’t cancel your account as if you had requested it months ago. We provide a cancellation at the time of the cancellation and provide the access for which you have paid.The refund policy is available through the 3-day right of rescission, as required by the FTC. The 3-day right of rescission is only applicable in a phone sale, where you purchase a product or service with a representative and your credit or debit card is billed at that time. The 3 subsequent business days are then available as a cool-off period where you can call in and reverse the payment, if necessary. Due to how this account was initiated, the 3-day right of rescission is not applicable.Fortunately, you have already been refunded $59.95 which was one of the bills you received from Doba. That was given despite the fact that it was above our Terms of Use to issue that to you. The confirmation number of that refund was [redacted]. Refunds usually have a processing time before you can actually use those funds again. The period could be as long as 30 days, but is more likely to only take about 3 to 5 business days.We will go a step further and provide a second refund of $59.95 for your account. It was your responsibility to communicate that you wanted to cancel your account at the point you decided you no longer wanted to use it. The confirmation number for that new refund is [redacted]. This will also take that processing time--usually 3 to 5 business days--to be accessible again from your bank account. At this point, you refunded two bills of $59.95: one from 10/20/2015 and one from 11/22/2015. We wish you success in your other business endeavors.Thank you!Matt B[redacted]Senior Account ManagerDoba Enterprise
Complaint: [redacted]
I am rejecting this response because:Today, Monday January 4th, I called the...
number you had called me on 3 times and was sent to voicemail all 3 times. In addition to what was said in my earlier complaint, I would like to bring up an additional point. After reviewing my emails, I received an email on 12/10/2015 saying that I had signed up for the free trial, which I will take that as notification for beginning the free trial. I was under the impression that this was a week long trial. I was charged on 12/16 at some point early in the day, before the so called "7 days", and I infact cancelled my account on 12/16, later in the day. This does not follow the 1 week free trial that was advertised. I had no intention of continuing the service after the free trial, but received no notification that I was going to be charged until I looked at my bank account. This is a complete scam and it is really unfair that Doba decides to treat its customers this way. After looking at other complaints on the Revdex.com and seeing the responses of the Doba staff, it is incredible how some of these complaints are treated. If you want customers to come back and potentially use the Doba service in the future, you should treat them well all the time and not argue with them about why they are complaining. One of the most important lessons in business is that the customer is always right, and clearly Doba does not understand that. I will not be satisfied with this issue until I receive a full refund from Doba.
Sincerely,
[redacted]
Dear Ms. [redacted],I sincerely apologize for the calls. I have put you on our "Do Not Call" list as well as left a note on the partial account you created so that our Sales representatives discontinue calling you.Doba wishes for your success in whatever business endeavors you choose to...
pursue.Thank you!Matt B[redacted]Senior Account Manager Doba Enterprise
To whom it may concern, [redacted] has created multiple accounts through Doba and has requested refunds on multiple occasions when she has neglected to cancel her account before her free trial ended. The first record Doba has of [redacted] is an account created in 2011-10-05....
She requested this account to be canceled on 2012-07-13. The account was canceled and expired on 2012-07-19, then on 2013-11-05, the account was accessed again, never charged, but expired on 2013-12-31.After that, we have records of 18 different accounts under the name [redacted] and the address [redacted]. 5 of these 18 accounts were refunded at her request on different occasions and it looks like she has been using our system to get free accounts and avoid getting charged. The accounts refunded are as follows:Retailer IDAmount RefundedDate of Refund[redacted]59.952013-02-11[redacted]692017-10-26[redacted]692017-11-13[reda...⇄ most recent account was created on 2018-02-03 and is in our free trial. [redacted] filed a complaint on 12/28/2017 and then still created 3 more accounts: one on 2017-12-22, another on 2018-01-16, and the most recent one mentioned above. This customer also mentioned in their complaint that they "made numerous attempts over several weeks to contact this business regarding billing and customer service issues. They charged me twice for a purchase made last week."We have records of 4 different instances where [redacted] reached out to us and received a response. There are no records of any purchases made by this customer, or of any attempts from her to inform us of this issue so we could help her resolve it. As you can see in the attached screenshots attached, the communications took place on Nov 30 2017, Dec 15 2017, Jan 08 2018 and Feb 06 2018.Additionally I called [redacted], the number we have on file for [redacted] today (02/06/18) and got her voicemail. I left a message letting her know that she has an active account and she will need to cancel if she does not wish to be charged. I gave her our Customer Support number and asked her to give us a call back.Tell us why here...
Mr. [redacted]'s first contact with Doba, specifically with Ron C[redacted] was on 2016-08-25 where Ron explained Doba's services and learned about Mr. [redacted]'s website and the goals he had for his online business. They set up a follow up call for 2016-08-29 at which time Mr. [redacted] agreed to upgrade his...
limited account provided by Drake eCommerce; he purchased a 4 month account for $387 which were paid for at the time of the call. On 2016-10-20, Mr. [redacted] emailed our Support Team stating that his account was being canceled due to health problems. No refund was requested, but the response from our team included instructions on how to cancel the account and provided information on our refund policy which explained that he was not eligible at this time. We did not hear back form Mr. [redacted] regarding this email.On Dec 12, 2017, Mr. [redacted] chatted in with questions about his account and refund. the Customer Service rep he spoke with offered him a refund for $198.00 (the account had been active for about half the time the customer had paid for before he asked to cancel, so it was a fair offer) and Mr. [redacted] agreed, stating " ok i,m inclined to say ok to put this behind me and move on." (see attached copy of chat conversation). The Doba representative proceeded to confirm the refund and let the customer know that it had been issued to a card ending in 6868. Mr. [redacted] responded with "i cant remember that acct 6868 I need to look that acct up it mite have change. refunding my acct would be fine thank you. if you need mor info I can look it up."Mr. [redacted] chatted in again on Jan 18, 2017 inquiring about his refund and the agent who spoke with him informed him that our system showed that a refund had been issued successfully on 2017-12-12 for $198.00. (See attachment). Mr. [redacted] said he would check his account again when he had a chance and would get back to us.After looking into this case again, we discovered that an error in our system was showing the refund as successful, but our banking records did not show that this transaction was ever completed. I called Mr.[redacted] today (02/08/18) and explained the situation, the issue with the refund and the difference between the service he purchased from Doba and the service he purchased to develop his website. We offered to send Mr. [redacted] a check for $198 and he agreed. He also agreed to close out settle this complaint. I am sure that you will be in touch with him to confirm.We can also provide the call recording if you would like it.I will be sending Mr.[redacted] an email confirmation when the check has been sent out.Please let me know if you require any additional information from us.
Complaint: [redacted]
I am rejecting this response because:
Doba does not have the lowest pricing for drop shipping, which I could drop a few names right now, however, for ethical reasons I choose to be discreet. Upon using their services, as I stated it is very unfair to discontinue/or become out of stock all of a sudden as when I listed the item 10 or more were in stock, and now the item is no longer availableon the next day after I listed it. They are a SCAM!I want my full refund.
Sincerely,
Elizabeth N[redacted]
Dear Mrs. [redacted],We appreciate your business and willingness to resolve this with us.Sincerely,Matt B[redacted]Senior Account ManagerDoba Enterprise
Complaint: [redacted]
I am rejecting this response because:I understand the terms of everything that you explained in your response. I feel I still have the right to agree to disagree with your response. I realize you will have the last word; companies like yours always does. My complaint comes from the fact that I called your business to inquire about the 7 day free trial membership. I noticed that you did not mention that part in your response. You did not talk about the free membership with me. You went right into telling me about the lifetime membership and all of the benefits that came with it including the great discount I would get being a "student"of Impact Knowledge. This is the package that you talked up to me. When I asked about the trial membership, you told me that could not be done with this great discount package of the lifetime membership. It would seem to me, if you really had the best interest at heart for me and not trying to make a big sale for you, you would have backed off and agreed that yes the trial membership would be the best for me since I wasn't sure what I really wanted to do. Instead you talked about the $1,990.00 package. I can't remember, but it was probably after I gave you my credit card number that I learned about the ridiculous refund policy. "Logging into your site four times a month or selling at least one item per month for a period of two years." All I can say is "buyer beware."
Dear Ms. [redacted],I have thoroughly reviewed your concerns and would like to address each topic. Each one is important and deserve special consideration. The first concern is the value of the service. The second concern is what actually occurred on the account. The third concern is the...
cancellation policy. And finally the last concern is the refund policy. I am going to address these concerns below.The first topic I would like to discuss is the value and use of the Doba membership. The value and use of the Doba membership must be understood first, in order to understand other concerns.Doba’s purpose is to help retailers source products easily. This means that by starting a membership, one quickly source a lot of products and may sell them online immediately. The products are all drop-ship-able—meaning that one is not required to have physical stock on hand to sell the products; they will be shipped directly from the supplier or manufacturer to the end consumer. The service is valuable due to the savings: rather than having a warehouse, overhead costs, many employees, etc., one could simply earn money selling the products online through shopping channels like eBay and Amazon and provide a large array of unique or niche items.Doba Guarantees the lowest drop shipping wholesale price. If someone finds a better price than Doba’s wholesale price through another drop shipper, not only will Doba give that retailer 2 months free of access, Doba will also pursue getting the same price for that exact item.Also, Doba provides tools necessary to help quickly and efficiently list and sell items on hundreds of shopping channels. The tools include the Elite Seller Report, Data Export Tool, Order Report Tool, Partner APIs in order to integrate your account with a website or related service, published and archived Education, and live webinars. Doba provides live, in house, Customer Service 11 hours a day (7:00am to 6:00pm Mountain Time), Mondays through Fridays via phone, chat, and email.The second concern is about what actually transpired on the account. Our system shows that you signed up for a 7-day free trial on July 24th, 2015. The billing date--the day after the 7-day free trial ends--was set to July 31st, 2015. You logged into the account that day, finished the signup survey, entered your name, phone number, email address, physical address, and credit card with required information. You accessed the “Feed”, “Suppliers”, “Catalog”, and “Education” sections of the account. The account billed on July 31st for the first month’s subscription access for $59.95. The account had numerous failed login attempts on July 31st from 12:12pm to 12:58pm actually causing the account to lock. The account also had numerous failed login attempts on August 2nd from 12:43pm to 1:05pm again causing the account to lock. The account automatically billed for the second month’s subscription access on August 31st for $59.95. You sent in an email to Customer Support stating, “I never used the free trial and forgot to cancel. Please cancel my account and refund the membership. I have not used this site nor will I use it. Thank you.” Charles K[redacted], a support rep responded with the phone number to call in and cancel, as part of our Terms of Use. You then called in to cancel your membership on September 2nd, 2015 with a support representative named Jillyn J[redacted]. At that point the support rep canceled the subsequent billings. The last two topics you mentioned were the cancellation and refund policies. Those policies are outlined in a few sections of our Terms of Use (https://www.doba.com/site/terms/) and Fees and Cancellation Policy (https://www.doba.com/site/fees/). The applicable portions state the following: Membership and billingYou can find the specific details regarding your purchase and billing with Doba at anytime by clicking on the “Billing Information” link within the “Settings” section located at the top of the pages of the Doba website; you must be “logged in” to view this section.Free TrialsWe encourage the use of our service through free trials. To view the specific details regarding your free trial, if any, click on the “Settings” link located at the top of the Doba website page; you must be “logged in” to view this section.Free trials are only available to first time customers of the Doba service and cannot be combined with any other free trial offer. Only one free trial may be redeemed by a retailer or retailer's organization and its agents. You must have Internet access and a valid form of currently-accepted payment such as a credit card, debit card, or alternative valid form of currently accepted payment (“Payment Method”) to redeem a free trial offer. Upon registering for your free trial, your Payment Method may be authorized up to the term of service for which you joined. In some instances, your available balance or credit limit may reflect the authorization; however, no charges will be made against the Payment Method unless you do not cancel prior to the end of your free trial period. The day you start your trial is considered 'Day 1' of the trial, regardless of the time of day you register. Please note, Doba uses the Mountain Standard time zone (MST) to calculate all free trial periods.We will begin billing your Payment Method for subscription fees corresponding to your subscription program on a yearly or monthly basis plus any applicable tax at the end of your free trial period unless you cancel prior to the end of your free trial. You may not receive a notice from us that your free trial has ended or that your paying subscription has begun. YOU MUST CANCEL PRIOR TO THE END OF YOUR FREE TRIAL OFFER TO AVOID CHARGES TO YOUR PAYMENT METHOD. For subscriptions, we will continue to bill your Payment Method on a monthly or yearly basis for your subscription program until you cancel. You may cancel your subscription at anytime. We offer a number of subscription programs, including special promotional programs with differing pricing, length of subscription terms, and bundles. Some of these promotions are offered by third parties in conjunction with the provision of their own products and services. We are not responsible for the products and services provided by such third parties. We reserve the right to modify, terminate or otherwise amend our offered subscription programs.If you are contacted by a sales agent within your free trial and agree to a charge for a promotional membership, your free trial is void the moment you accept the charge.BillingBy using the Doba service, you are expressly agreeing that we are permitted to bill you a recurring monthly or yearly subscription fee, any applicable tax and any other charges you may incur in connection with your use of the Doba service. As used in these Terms of Use, “billing” shall indicate either a charge or debit, as applicable, against your Payment Method. The subscription fee will be billed at the beginning of your subscription and on each monthly or yearly renewal thereafter unless and until you cancel your membership. Click on the “Billing” link on the “Settings” page to see the commencement date for your next renewal period. We will automatically bill or attempt to bill your Payment Method each month or year on the calendar day corresponding to the commencement of your membership. In the event your membership began on a day not contained in a given month, we will bill or attempt to bill your Payment Method on the last day of such month. For example, if you became a paying member on January 31st, your Payment Method would next be billed or attempted to be billed on February 28th. All fees and charges are nonrefundable. We may change the fees and charges in effect, or add new fees and charges from time to time, but we will give you advance notice of these changes by e mail or to your account upon login. If you want to use a different Payment Method or if there is a change in your credit card validity or expiration date, you may edit your Payment Method information by clicking on the “My Account” button, available at the top of the pages of the Doba website. If your Payment Method reaches its expiration date, your continued access of the service constitutes your authorization for us to continue billing that Payment Method. If Doba attempts to bill your Payment Method and does so unsuccessfully, you grant Doba the right to attempt to process and bill your Payment Method for up to 180 days as well as bill your Payment Method for any unsuccessful accruing billings during such time.Automatic RenewalsYour Doba subscription will be automatically renewed on a monthly or yearly basis. For your convenience, we will bill the monthly or annual subscription fee plus any applicable tax to the Payment Method you provide to us during registration (or to a different Payment Method if you change your account information). Your membership will automatically renew for successive monthly or yearly subscriptions, without prior notice to you, unless and until you cancel your membership or we terminate it. You must cancel your membership before it renews each month or year in order to avoid billing of the next month's/year's subscription fees to your Payment Method. You are not eligible to receive refunds once your Payment Method has been billed.CancellationYou may cancel your subscription to Doba during regular business hours, Monday through Friday 7:00 AM to 7:00 PM, Mountain Time, by calling [redacted]. WE DO NOT PROVIDE REFUNDS OR CREDITS FOR ANY PARTIAL-MONTH or YEAR SUBSCRIPTION PERIODS. We reserve the right to terminate your account for any or no reason.Doba makes a concerted effort to provide information in easily to read language and to capitalize portions that must be made clear. These were the terms that you agreed to before even starting your free trial. Normally you would agree to those a second time as a reminder when you log in after the initial setup. However, you never had a successful login after the initial setup.I will make an exception on your account and provide a refund for this last bill of $59.95. It was your responsibility to call in and cancel the account if you didn’t wish to continue. But we will go halfway with you regardless. The refund of $59.95 was issued today, but usually there is a processing time with your bank before you can actually access those funds (usually 3 to 5 business days. The confirmation number is [redacted].Regards,Matt B[redacted]Senior Account ManagerDoba Enterprise
Doba
Dear Ms
[redacted],
I have
read through your concerns and thoroughly reviewed your Doba accountThe 7-day
free trial that you started was on April 9th and extended until
April 15th giving you days of access, including the day you signed
upAs your account was not canceled during that period, but after it ended
your account was billed on April 16th
The
cancellations are not retroactiveCancellations are effective the day of
Depending upon when you are billed, that may provide a partial month or year of
accessIn your case, it provided you days of access still, that is, up
until May 15th
The
account shows a note that you upgraded your account from Doba Basic to Doba
Pro, which has a $difference in priceDoba Basic is $a month while
Doba Pro is $a monthAs we must maintain our Terms, but you would like a
refund, we will refund you the difference of $while still providing the
access on your accountThe confirmation number of that refund is [redacted]
You should see that in your bank account within standard processing—usually
to business days
Remember,
as your Doba account is still active, we can provide support for youCustomer
Service is available from 7am to 7pm Mountain Time, Mondays through Fridays,
except major holidaysThe phone number is [redacted]The email address is [redacted]@doba.comThe chat option is
available in the "Help Center" section of your account
We wish
you success with your business endeavors, whatever they may be.
Regards,[redacted]Senior
Account ManagerDoba
Enterprise
Complaint: [redacted]
I am rejecting this response because the writer doesn't have his facts right. I initially rang Doba to ask how to cancel the 7 days trial and they told me I had to go back to Suppliers Club. I sent Suppliers Club numerous emails to cancel the membership however got no response. I finally rang Doba back in May and they refused to refund me. Yes they gave me a month free however I sent Doba messages through my account help center and raised tickets July and Aug to have my account cancelled yet they never did so. I was overseas during that time and was unable to "call them'. I returned to the US in September I called them about my account. I was advised by the supervisor that they would finally cancel my account but refused to give me a refund even though they acknowledged that I had sent messages to cancel my account. The supervisor also advised me that I should sell some items from the supplier Life Green whilst I still had my membership available. I did so however I had received an order from Ebay for the item and Doba wouldn't allow me to order the item because I was no longer an advanced member. They didnt advise me at the time that if I sold those products I couldnt order it once my advanced membership was cancelled. So they put me on a 7 day trail so I could make the order. I made the order and UPS stuffed up the delivery. I rang Doba and they advised me that they would file a complaint with UPS as the package was sent back to the supplier and I incurred a cost. I still haven't heard back regarding the outcome of the complaint. To resend the product back to the customer Doba had to reinstate the 7 day trial so I could reorder the product. I have lost money on this order and Doba have not resolved the matter for me. In the meantime they kept cancelling my base membership and charged me in error in October for my base membership even though I had a lifetime membership.I have never seen a company so obnoxious and stubborn in their refusal to resolve a customer's issue and provide them a refund. I have wasted so much time and energy trying to deal with this company. My attorneys have advised that if Doba don't refund me they will gladly on a pro-bono basis commence a lawsuit against Doba for damages. I am not prepared to let this go unless I have been compensated for all the financial loss and time I have wasted with this company. You have to wait so long to speak with a customer agent and they are not always helpful and if your issue is to hard they hang up on you and you have to ring up again and you get put through the ringer again.
Sincerely,
[redacted]
Dear ***, Here at Doba we always want people to be successful in the online businesses, we have researched the account throughly to see where exactly we wronged youWe found that you signed up with Doba back in January and since then have logged in just one time to reset your passwordWe
try very hard to make every person at Doba successful and offer many services to helpWe have a live webinar series that takes place everyday of how to help you find products that you are looking for and even further how to find a niche to make more moneyWe also provide an education tab inside the website that has many videos that you can view to help you get started up to help you export hundreds of productsWe have a Help Center within the website that has a Knowledge Base with many articles and contentAlso it allows you contact to us in the form of chat, email, or even phone callsOur amazing customer support team is open for hours a day and is very willing and able to help you find products you are looking forAt this time we feel that you have agreed to pay a great service and we have provided many options to help you be successful that you have not taken advantage of yet at this time. Kind Regards, Matt
*** ***This customer's Doba account was initially created through our partner, Seller's Playbook on 2017-11-29. On 2018-01-18, she spoke with Mark E***, one of our sales reps and decided to upgrade her account to the Pro subscriptionBecause Ms*** did not have the entire
amount available to pay in full, she agreed to make a down payment of $1,at that time and indicated that she would liquidate some stock in two or three weeks, at which time she would be able to pay the remaining balance of $1,She requested a follcall to confirm the pending paymentMark read her Doba's day right to cancel before the call ended (recording excerpt attached)After the sicall with Mark, Ms*** received a welcome call on 01/25/from her account manager, Jessica R***, who walked her through the site, the different features and answered any questions that came up at the time.We did not hear from the customer until 2018-01-28, at which time she emailed our Customer Support team to ask a question about the pricing in our catalogThe email was responded to on 2018-01-and that was the end of that communicationThis was also the only interaction between Ms*** and Doba Customer Service. On 01/31/2018, Mark attempted to follow up with Ms***, but was unable to get in touch with her and left a voicemail asking for her to call him backAfter not receiving a response, Mark called again on 02/06/and once again was unable to reach her, so he left another voicemail reminding a customer that she had a pending balance of $1,that needed to be paid, as agreed in the initial callHe again asked for a callback, to no avail. Unfortunately, at the time of Mark's second attempt to reach the customer, our system had already been scheduled for the remaining payment and the amount of $1,was automatically charged to the card on file.After the payment went through, M.s *** finally got back in contact with Mark via text message and asked for the charge to be reversedAgain, Mark attempted to speak with Ms*** on the phone and got her voicemail; left a message asking for a call back to get everything straightened outMs*** replied again via text message and asked if she had to get on a call in order to get a refund, which Mark confirmed and explained that "As part of our policies and procedures, we have to talk to the client in question any time there is a billing issue, regardless of its amount or the type of membership in question." They both went back and forth about possible call times and finally, Mark confirmed that her account manager, Jessica, would call her and help her get the issue resolved.Jessica attempted to reach out multiple times and explained that the process requires the customer to get on a call with their account manager but unfortunately, Ms*** refused to speak over the phoneJessica was also in contact with ***'s account manager at Seller's Playbook and shared the email thread with him (also attached).Finally, upon receiving the Revdex.com complaint on 02/28/18, we attempted to call Ms*** more times on that date, and once more today (03/01/18)We determined that, because the second charge was not verbally confirmed before processing, we are happy to refund that payment of $1,We have already issued the refund and have contacted Ms*** via e-mail to inform herWe have also explained in our e-mail that because she approved the initial charge of $1,000.00, and did not request to cancel within her day grace period, we are unable to refund that portion of the total amount.We have not heard from Ms*** since Friday, 03/02/We reached out to her offering a full refund if we can get this resolved directly and she withdraws her complaintWe are working with her coaching company, Seller's Playbook, to reach an agreement as well
Complaint: ***
*
I am rejecting this response because:
Sincerely,
Earnestine F
My Retailer Id : [redacted] and last 8 digits of CC are [redacted]. The name on the account states [redacted].
Complaint: [redacted]
I am rejecting this response because:I have logged into the account several times. There were some items that I wanted to put up for sale, but as I stated earlier, they were either discontinued or out of stock. I still receive e-mails stating that the items are still out of stock or discontinued. I did go through the training pages. How they missed that, I do not know. I have been to the pages several times trying to get items on E-Bay where their training page told me I could post several items at once - NOT TRUE!! I gave up after a time, but I still have the pages that didn't work on my computer. Most of the items CANNOT be sold for a profit on E-Bay, either. I was sold a promise that was nothing but a dream. I would still like my money back!
Sincerely,
[redacted]
Dear [redacted], We were sorry to hear that you hadn't used our product. I do see that this complaint was filed before we had spoken on the phone with you. I see that we have refunded you and that you were happy with the service you received. Please let us...
know if there is anything else that we can do to help. Otherwise we will consider this refund a satisfactory resolution. Thanks,Doba
Considering that I never even logged in to the acct and forgot about even making it nor read the fine print I would like the full refund instead of just half of a refund. I am willing to accept the second refund but want the other two as well .............it's not the fact that I live off disability it's the fact that I did not even know what I was doing.............I was interested in your service about drop shipping. but I never went thru with it. what, you make thousands off of business owners each year, and all I am asking is my full refund and you will never hear from me again.........................that's it plain and simple. I could use that money for xmas, bills, and didn't even know it was being taken out I thought it was this other hospital bill that I was paying on but since I did not authorize like I would not have authorized knowing that with you, then I would have refused to go thru with this. I wouldn't have been able to handle it even if I had wanted to.. I did not know that I was going to be charged after x amt of days. had no idea. look this is [redacted] I am in control of her money, and this is her husband adding additional info. my wife, excuse me is handicapped. she did not know, I had no idea this was going on, she had no idea what she was even doing, and my apologies but if u could just refund the money for a good deed to her I would appreciate it b/c she, again is on disability and now we are going to have to change her card b/c it has been compromised once again because she did not read any of the fine print. that's all I can say is give her the benefit of the doubt............plz she has bills to pay and I am out of work trying to have back surgery.............we could use the rest or all of the money.thanks,[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Dear Ms. [redacted],The account was canceled when you requested the cancellation on March 9th, 2015. As our cancellation policy is not retroactive and the billing already went through, it simply canceled the renewal on your account. This is outlined in the Terms of Use...
(https://www.doba.com/site/fees/):Monthly, auto-renewing - example:If you register a new account on August 1st, your accepted payment form on file will be billed that day and the next Billing Cycle Date is September 1st. If the normally scheduled Billing Cycle Date falls on the 29th, 30th or 31st, but the current month does not have this date, the Billing Cycle Date will be adjusted to fall on the last day of that month. You must cancel or change your subscription before the next Billing Cycle Date to avoid additional charges. When you cancel your subscription, your access to the Doba site is terminated beginning on the account's next Billing Cycle Date.As of this point, your account is canceled and access has terminated. We wish you success with your other business endeavors.Regards,[redacted]Senior Account ManagerDoba Enterprise
Doba
Dear Ms
[redacted],
I have
read your concerns and thoroughly reviewed your Doba accountIt appears that
there has been a misunderstanding on your Doba accountSeeing as you requested
to cancel your Doba account prior to the billing and yet it still billed, we
will issue the refund of $that billed on 4/26/2015.
It is
unfortunate that you had to reach out to us via the Revdex.com when it could have
easily been resolved via Customer ServiceThe refund confirmation number is
[redacted]The refund has been issued today, however, it will likely appear in
your bank account within standard processing—usually to business days.
We wish
you success with your business endeavors.
Regards,[redacted]Senior
Account ManagerDoba
Enterprise
Dear Mrs. [redacted],I understand by reading your complaint that the billing is an important issue for you. Before discussing the billing policies and what we will do for you, it is important to understand the value of our service, as you signed up for it to use it.Doba’s purpose is to help retailers...
source products easily. This means that by starting a membership, one quickly source a lot of products and may sell them online immediately. The products are all drop-ship-able—meaning that one is not required to have physical stock on hand to sell the products; they will be shipped directly from the supplier or manufacturer to the end consumer. The service is valuable due to the savings: rather than having a warehouse, overhead costs, many employees, etc., one could simply earn money selling the products online through shopping channels like eBay and Amazon and provide a large array of unique or niche items.Doba Guarantees the lowest drop shipping wholesale price. If someone finds a better price than Doba’s wholesale price through another drop shipper, not only will Doba give that retailer 2 months free of access, Doba will also pursue getting the same price for that exact item.Also, Doba provides tools necessary to help quickly and efficiently list and sell items on hundreds of shopping channels. The tools include the Elite Seller Report, Data Export Tool, Order Report Tool, Partner APIs in order to integrate your account with a website or related service, published and archived Education, and live webinars. Doba provides live, in house, Customer Service 11 hours a day (7:00am to 6:00pm Mountain Time), Mondays through Fridays via phone, chat, and email.The billing concern revolves around the cancellation process and refund policy. A user may cancel his or her membership via one of 3 methods: 1. by calling our Customer Service department at 877-321-3622 during regular business hours, 2. via “Ask a Question” email through the “Help Center” section of the account, or 3. via the cancellation link within the “My Account” section of the account. The first cancellation request we received from you was on 11/11/2015. Where you made the request and we acquiesced, providing you with a cancellation confirmation number ([redacted]). The cancellation process is not retroactive--meaning that we don’t cancel your account as if you had requested it months ago. We provide a cancellation at the time of the cancellation and provide the access for which you have paid.The refund policy is available through the 3-day right of rescission, as required by the FTC. The 3-day right of rescission is only applicable in a phone sale, where you purchase a product or service with a representative and your credit or debit card is billed at that time. The 3 subsequent business days are then available as a cool-off period where you can call in and reverse the payment, if necessary. Due to how this account was initiated, the 3-day right of rescission is not applicable.Fortunately, you have already been refunded $59.95 which was one of the bills you received from Doba. That was given despite the fact that it was above our Terms of Use to issue that to you. The confirmation number of that refund was [redacted]. Refunds usually have a processing time before you can actually use those funds again. The period could be as long as 30 days, but is more likely to only take about 3 to 5 business days.We will go a step further and provide a second refund of $59.95 for your account. It was your responsibility to communicate that you wanted to cancel your account at the point you decided you no longer wanted to use it. The confirmation number for that new refund is [redacted]. This will also take that processing time--usually 3 to 5 business days--to be accessible again from your bank account. At this point, you refunded two bills of $59.95: one from 10/20/2015 and one from 11/22/2015. We wish you success in your other business endeavors.Thank you!Matt B[redacted]Senior Account ManagerDoba Enterprise
Complaint: [redacted]
I am rejecting this response because:Today, Monday January 4th, I called the...
number you had called me on 3 times and was sent to voicemail all 3 times. In addition to what was said in my earlier complaint, I would like to bring up an additional point. After reviewing my emails, I received an email on 12/10/2015 saying that I had signed up for the free trial, which I will take that as notification for beginning the free trial. I was under the impression that this was a week long trial. I was charged on 12/16 at some point early in the day, before the so called "7 days", and I infact cancelled my account on 12/16, later in the day. This does not follow the 1 week free trial that was advertised. I had no intention of continuing the service after the free trial, but received no notification that I was going to be charged until I looked at my bank account. This is a complete scam and it is really unfair that Doba decides to treat its customers this way. After looking at other complaints on the Revdex.com and seeing the responses of the Doba staff, it is incredible how some of these complaints are treated. If you want customers to come back and potentially use the Doba service in the future, you should treat them well all the time and not argue with them about why they are complaining. One of the most important lessons in business is that the customer is always right, and clearly Doba does not understand that. I will not be satisfied with this issue until I receive a full refund from Doba.
Sincerely,
[redacted]
Dear Ms. [redacted],I sincerely apologize for the calls. I have put you on our "Do Not Call" list as well as left a note on the partial account you created so that our Sales representatives discontinue calling you.Doba wishes for your success in whatever business endeavors you choose to...
pursue.Thank you!Matt B[redacted]Senior Account Manager Doba Enterprise
To whom it may concern, [redacted] has created multiple accounts through Doba and has requested refunds on multiple occasions when she has neglected to cancel her account before her free trial ended. The first record Doba has of [redacted] is an account created in 2011-10-05....
She requested this account to be canceled on 2012-07-13. The account was canceled and expired on 2012-07-19, then on 2013-11-05, the account was accessed again, never charged, but expired on 2013-12-31.After that, we have records of 18 different accounts under the name [redacted] and the address [redacted]. 5 of these 18 accounts were refunded at her request on different occasions and it looks like she has been using our system to get free accounts and avoid getting charged. The accounts refunded are as follows:Retailer IDAmount RefundedDate of Refund[redacted]59.952013-02-11[redacted]692017-10-26[redacted]692017-11-13[reda...⇄ most recent account was created on 2018-02-03 and is in our free trial. [redacted] filed a complaint on 12/28/2017 and then still created 3 more accounts: one on 2017-12-22, another on 2018-01-16, and the most recent one mentioned above. This customer also mentioned in their complaint that they "made numerous attempts over several weeks to contact this business regarding billing and customer service issues. They charged me twice for a purchase made last week."We have records of 4 different instances where [redacted] reached out to us and received a response. There are no records of any purchases made by this customer, or of any attempts from her to inform us of this issue so we could help her resolve it. As you can see in the attached screenshots attached, the communications took place on Nov 30 2017, Dec 15 2017, Jan 08 2018 and Feb 06 2018.Additionally I called [redacted], the number we have on file for [redacted] today (02/06/18) and got her voicemail. I left a message letting her know that she has an active account and she will need to cancel if she does not wish to be charged. I gave her our Customer Support number and asked her to give us a call back.Tell us why here...
Mr. [redacted]'s first contact with Doba, specifically with Ron C[redacted] was on 2016-08-25 where Ron explained Doba's services and learned about Mr. [redacted]'s website and the goals he had for his online business. They set up a follow up call for 2016-08-29 at which time Mr. [redacted] agreed to upgrade his...
limited account provided by Drake eCommerce; he purchased a 4 month account for $387 which were paid for at the time of the call. On 2016-10-20, Mr. [redacted] emailed our Support Team stating that his account was being canceled due to health problems. No refund was requested, but the response from our team included instructions on how to cancel the account and provided information on our refund policy which explained that he was not eligible at this time. We did not hear back form Mr. [redacted] regarding this email.On Dec 12, 2017, Mr. [redacted] chatted in with questions about his account and refund. the Customer Service rep he spoke with offered him a refund for $198.00 (the account had been active for about half the time the customer had paid for before he asked to cancel, so it was a fair offer) and Mr. [redacted] agreed, stating " ok i,m inclined to say ok to put this behind me and move on." (see attached copy of chat conversation). The Doba representative proceeded to confirm the refund and let the customer know that it had been issued to a card ending in 6868. Mr. [redacted] responded with "i cant remember that acct 6868 I need to look that acct up it mite have change. refunding my acct would be fine thank you. if you need mor info I can look it up."Mr. [redacted] chatted in again on Jan 18, 2017 inquiring about his refund and the agent who spoke with him informed him that our system showed that a refund had been issued successfully on 2017-12-12 for $198.00. (See attachment). Mr. [redacted] said he would check his account again when he had a chance and would get back to us.After looking into this case again, we discovered that an error in our system was showing the refund as successful, but our banking records did not show that this transaction was ever completed. I called Mr.[redacted] today (02/08/18) and explained the situation, the issue with the refund and the difference between the service he purchased from Doba and the service he purchased to develop his website. We offered to send Mr. [redacted] a check for $198 and he agreed. He also agreed to close out settle this complaint. I am sure that you will be in touch with him to confirm.We can also provide the call recording if you would like it.I will be sending Mr.[redacted] an email confirmation when the check has been sent out.Please let me know if you require any additional information from us.
Complaint: [redacted]
I am rejecting this response because:
Doba does not have the lowest pricing for drop shipping, which I could drop a few names right now, however, for ethical reasons I choose to be discreet. Upon using their services, as I stated it is very unfair to discontinue/or become out of stock all of a sudden as when I listed the item 10 or more were in stock, and now the item is no longer availableon the next day after I listed it. They are a SCAM!I want my full refund.
Sincerely,
Elizabeth N[redacted]
Dear Mrs. [redacted],We appreciate your business and willingness to resolve this with us.Sincerely,Matt B[redacted]Senior Account ManagerDoba Enterprise
Complaint: [redacted]
I am rejecting this response because:I understand the terms of everything that you explained in your response. I feel I still have the right to agree to disagree with your response. I realize you will have the last word; companies like yours always does. My complaint comes from the fact that I called your business to inquire about the 7 day free trial membership. I noticed that you did not mention that part in your response. You did not talk about the free membership with me. You went right into telling me about the lifetime membership and all of the benefits that came with it including the great discount I would get being a "student"of Impact Knowledge. This is the package that you talked up to me. When I asked about the trial membership, you told me that could not be done with this great discount package of the lifetime membership. It would seem to me, if you really had the best interest at heart for me and not trying to make a big sale for you, you would have backed off and agreed that yes the trial membership would be the best for me since I wasn't sure what I really wanted to do. Instead you talked about the $1,990.00 package. I can't remember, but it was probably after I gave you my credit card number that I learned about the ridiculous refund policy. "Logging into your site four times a month or selling at least one item per month for a period of two years." All I can say is "buyer beware."
Sincerely,
[redacted]
Dear Ms. [redacted],I have thoroughly reviewed your concerns and would like to address each topic. Each one is important and deserve special consideration. The first concern is the value of the service. The second concern is what actually occurred on the account. The third concern is the...
cancellation policy. And finally the last concern is the refund policy. I am going to address these concerns below.The first topic I would like to discuss is the value and use of the Doba membership. The value and use of the Doba membership must be understood first, in order to understand other concerns.Doba’s purpose is to help retailers source products easily. This means that by starting a membership, one quickly source a lot of products and may sell them online immediately. The products are all drop-ship-able—meaning that one is not required to have physical stock on hand to sell the products; they will be shipped directly from the supplier or manufacturer to the end consumer. The service is valuable due to the savings: rather than having a warehouse, overhead costs, many employees, etc., one could simply earn money selling the products online through shopping channels like eBay and Amazon and provide a large array of unique or niche items.Doba Guarantees the lowest drop shipping wholesale price. If someone finds a better price than Doba’s wholesale price through another drop shipper, not only will Doba give that retailer 2 months free of access, Doba will also pursue getting the same price for that exact item.Also, Doba provides tools necessary to help quickly and efficiently list and sell items on hundreds of shopping channels. The tools include the Elite Seller Report, Data Export Tool, Order Report Tool, Partner APIs in order to integrate your account with a website or related service, published and archived Education, and live webinars. Doba provides live, in house, Customer Service 11 hours a day (7:00am to 6:00pm Mountain Time), Mondays through Fridays via phone, chat, and email.The second concern is about what actually transpired on the account. Our system shows that you signed up for a 7-day free trial on July 24th, 2015. The billing date--the day after the 7-day free trial ends--was set to July 31st, 2015. You logged into the account that day, finished the signup survey, entered your name, phone number, email address, physical address, and credit card with required information. You accessed the “Feed”, “Suppliers”, “Catalog”, and “Education” sections of the account. The account billed on July 31st for the first month’s subscription access for $59.95. The account had numerous failed login attempts on July 31st from 12:12pm to 12:58pm actually causing the account to lock. The account also had numerous failed login attempts on August 2nd from 12:43pm to 1:05pm again causing the account to lock. The account automatically billed for the second month’s subscription access on August 31st for $59.95. You sent in an email to Customer Support stating, “I never used the free trial and forgot to cancel. Please cancel my account and refund the membership. I have not used this site nor will I use it. Thank you.” Charles K[redacted], a support rep responded with the phone number to call in and cancel, as part of our Terms of Use. You then called in to cancel your membership on September 2nd, 2015 with a support representative named Jillyn J[redacted]. At that point the support rep canceled the subsequent billings. The last two topics you mentioned were the cancellation and refund policies. Those policies are outlined in a few sections of our Terms of Use (https://www.doba.com/site/terms/) and Fees and Cancellation Policy (https://www.doba.com/site/fees/). The applicable portions state the following: Membership and billingYou can find the specific details regarding your purchase and billing with Doba at anytime by clicking on the “Billing Information” link within the “Settings” section located at the top of the pages of the Doba website; you must be “logged in” to view this section.Free TrialsWe encourage the use of our service through free trials. To view the specific details regarding your free trial, if any, click on the “Settings” link located at the top of the Doba website page; you must be “logged in” to view this section.Free trials are only available to first time customers of the Doba service and cannot be combined with any other free trial offer. Only one free trial may be redeemed by a retailer or retailer's organization and its agents. You must have Internet access and a valid form of currently-accepted payment such as a credit card, debit card, or alternative valid form of currently accepted payment (“Payment Method”) to redeem a free trial offer. Upon registering for your free trial, your Payment Method may be authorized up to the term of service for which you joined. In some instances, your available balance or credit limit may reflect the authorization; however, no charges will be made against the Payment Method unless you do not cancel prior to the end of your free trial period. The day you start your trial is considered 'Day 1' of the trial, regardless of the time of day you register. Please note, Doba uses the Mountain Standard time zone (MST) to calculate all free trial periods.We will begin billing your Payment Method for subscription fees corresponding to your subscription program on a yearly or monthly basis plus any applicable tax at the end of your free trial period unless you cancel prior to the end of your free trial. You may not receive a notice from us that your free trial has ended or that your paying subscription has begun. YOU MUST CANCEL PRIOR TO THE END OF YOUR FREE TRIAL OFFER TO AVOID CHARGES TO YOUR PAYMENT METHOD. For subscriptions, we will continue to bill your Payment Method on a monthly or yearly basis for your subscription program until you cancel. You may cancel your subscription at anytime. We offer a number of subscription programs, including special promotional programs with differing pricing, length of subscription terms, and bundles. Some of these promotions are offered by third parties in conjunction with the provision of their own products and services. We are not responsible for the products and services provided by such third parties. We reserve the right to modify, terminate or otherwise amend our offered subscription programs.If you are contacted by a sales agent within your free trial and agree to a charge for a promotional membership, your free trial is void the moment you accept the charge.BillingBy using the Doba service, you are expressly agreeing that we are permitted to bill you a recurring monthly or yearly subscription fee, any applicable tax and any other charges you may incur in connection with your use of the Doba service. As used in these Terms of Use, “billing” shall indicate either a charge or debit, as applicable, against your Payment Method. The subscription fee will be billed at the beginning of your subscription and on each monthly or yearly renewal thereafter unless and until you cancel your membership. Click on the “Billing” link on the “Settings” page to see the commencement date for your next renewal period. We will automatically bill or attempt to bill your Payment Method each month or year on the calendar day corresponding to the commencement of your membership. In the event your membership began on a day not contained in a given month, we will bill or attempt to bill your Payment Method on the last day of such month. For example, if you became a paying member on January 31st, your Payment Method would next be billed or attempted to be billed on February 28th. All fees and charges are nonrefundable. We may change the fees and charges in effect, or add new fees and charges from time to time, but we will give you advance notice of these changes by e mail or to your account upon login. If you want to use a different Payment Method or if there is a change in your credit card validity or expiration date, you may edit your Payment Method information by clicking on the “My Account” button, available at the top of the pages of the Doba website. If your Payment Method reaches its expiration date, your continued access of the service constitutes your authorization for us to continue billing that Payment Method. If Doba attempts to bill your Payment Method and does so unsuccessfully, you grant Doba the right to attempt to process and bill your Payment Method for up to 180 days as well as bill your Payment Method for any unsuccessful accruing billings during such time.Automatic RenewalsYour Doba subscription will be automatically renewed on a monthly or yearly basis. For your convenience, we will bill the monthly or annual subscription fee plus any applicable tax to the Payment Method you provide to us during registration (or to a different Payment Method if you change your account information). Your membership will automatically renew for successive monthly or yearly subscriptions, without prior notice to you, unless and until you cancel your membership or we terminate it. You must cancel your membership before it renews each month or year in order to avoid billing of the next month's/year's subscription fees to your Payment Method. You are not eligible to receive refunds once your Payment Method has been billed.CancellationYou may cancel your subscription to Doba during regular business hours, Monday through Friday 7:00 AM to 7:00 PM, Mountain Time, by calling [redacted]. WE DO NOT PROVIDE REFUNDS OR CREDITS FOR ANY PARTIAL-MONTH or YEAR SUBSCRIPTION PERIODS. We reserve the right to terminate your account for any or no reason.Doba makes a concerted effort to provide information in easily to read language and to capitalize portions that must be made clear. These were the terms that you agreed to before even starting your free trial. Normally you would agree to those a second time as a reminder when you log in after the initial setup. However, you never had a successful login after the initial setup.I will make an exception on your account and provide a refund for this last bill of $59.95. It was your responsibility to call in and cancel the account if you didn’t wish to continue. But we will go halfway with you regardless. The refund of $59.95 was issued today, but usually there is a processing time with your bank before you can actually access those funds (usually 3 to 5 business days. The confirmation number is [redacted].Regards,Matt B[redacted]Senior Account ManagerDoba Enterprise
Doba
Dear Ms
[redacted],
I have
read through your concerns and thoroughly reviewed your Doba accountThe 7-day
free trial that you started was on April 9th and extended until
April 15th giving you days of access, including the day you signed
upAs your account was not canceled during that period, but after it ended
your account was billed on April 16th
The
cancellations are not retroactiveCancellations are effective the day of
Depending upon when you are billed, that may provide a partial month or year of
accessIn your case, it provided you days of access still, that is, up
until May 15th
The
account shows a note that you upgraded your account from Doba Basic to Doba
Pro, which has a $difference in priceDoba Basic is $a month while
Doba Pro is $a monthAs we must maintain our Terms, but you would like a
refund, we will refund you the difference of $while still providing the
access on your accountThe confirmation number of that refund is [redacted]
You should see that in your bank account within standard processing—usually
to business days
Remember,
as your Doba account is still active, we can provide support for youCustomer
Service is available from 7am to 7pm Mountain Time, Mondays through Fridays,
except major holidaysThe phone number is [redacted]The email address is [redacted]@doba.comThe chat option is
available in the "Help Center" section of your account
We wish
you success with your business endeavors, whatever they may be.
Regards,[redacted]Senior
Account ManagerDoba
Enterprise
Complaint: [redacted]
I am rejecting this response because the writer doesn't have his facts right. I initially rang Doba to ask how to cancel the 7 days trial and they told me I had to go back to Suppliers Club. I sent Suppliers Club numerous emails to cancel the membership however got no response. I finally rang Doba back in May and they refused to refund me. Yes they gave me a month free however I sent Doba messages through my account help center and raised tickets July and Aug to have my account cancelled yet they never did so. I was overseas during that time and was unable to "call them'. I returned to the US in September I called them about my account. I was advised by the supervisor that they would finally cancel my account but refused to give me a refund even though they acknowledged that I had sent messages to cancel my account. The supervisor also advised me that I should sell some items from the supplier Life Green whilst I still had my membership available. I did so however I had received an order from Ebay for the item and Doba wouldn't allow me to order the item because I was no longer an advanced member. They didnt advise me at the time that if I sold those products I couldnt order it once my advanced membership was cancelled. So they put me on a 7 day trail so I could make the order. I made the order and UPS stuffed up the delivery. I rang Doba and they advised me that they would file a complaint with UPS as the package was sent back to the supplier and I incurred a cost. I still haven't heard back regarding the outcome of the complaint. To resend the product back to the customer Doba had to reinstate the 7 day trial so I could reorder the product. I have lost money on this order and Doba have not resolved the matter for me. In the meantime they kept cancelling my base membership and charged me in error in October for my base membership even though I had a lifetime membership.I have never seen a company so obnoxious and stubborn in their refusal to resolve a customer's issue and provide them a refund. I have wasted so much time and energy trying to deal with this company. My attorneys have advised that if Doba don't refund me they will gladly on a pro-bono basis commence a lawsuit against Doba for damages. I am not prepared to let this go unless I have been compensated for all the financial loss and time I have wasted with this company. You have to wait so long to speak with a customer agent and they are not always helpful and if your issue is to hard they hang up on you and you have to ring up again and you get put through the ringer again.
Sincerely,
[redacted]