If cancelled before the membership trail was over. Phone number failed call back in one hour message Answer machine tried to give cancellation instructions I did try that did not see cancel button. Refund total amount
Like I stated, I was in the process of filling this form out while on a 3-way call with Bank of America & Doba. Had it not been for Bank of America's assistance, DOBA was NOT going to give me a refund. I left this complaint open until I actually SEEN my refund in my account.My advice is to avoid this company, their products are way over price and their are plenty of wholesale sellers out there who dropship items without any membership fees. 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.
Sincerely,
Sharon S[redacted]
Hello Mr. S[redacted],Your account was not canceled via the link. Our system registered no clicks on that link during your free trial. However, it does display that you accessed the "Help Center" and information about canceling your account on Monday 8/3, the billing went through on your account. This is not the same area as "My Account" and also was not within the free trial.We have made an exception on your account as a courtesy and refunded the $59.95 billed to you for services. The confirmation number of that refund is [redacted]. The refund has been issued immediately, but your bank usually will hold the funds during a processing time of usually about 3 to 5 business days. Regards,Matt B[redacted]Senior Account ManagerDoba Enterprise
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.
Sincerely,
[redacted]
Dear Customer, Thank you for reaching out to Doba. As you know Doba is a product sourcing company that has hundreds of suppliers listed in a catalog in which you can choose which suppliers to work with and try selling products on your own website or 3rd party marketplaces. Doba is NOT the...
supplier. We were sorry to hear that you felt your concerns were not addressed, The order # you provided us with has a description as follows "Outdoor Great Room Copper Reflective Crushed Glass 5lbs." Which sounds like what you described you received. If the item was described differently than that at first and you saw a $1500 dollar table for $51 we apologize. There may have been a mistake with the suppliers data feed to Doba. If that was the case we're happy to refund the $51 dollars as that was your loss. We are always trying to provide our customers with the best service possible. We have thousands of customers moving millions of dollars in product a month. In the future we suggest that if it appears that the product price is "too good to be true" than it probably is. As in all things in life. We will be working with the supplier to get your refund but will not be able to force the supplier to send the table. Please let us know if you have any further questions. Thanks,
Dear Mr. [redacted],We appreciate you working with us to resolve this issue. We wish you success in your other business endeavors.Sincerely,Matt B[redacted]Senior Account ManagerDoba Enterprise
Complaint: [redacted]
I am rejecting this response because: My name is [redacted], that they put me down as [redacted] is just another example of the horrible way they conduct their business. [redacted] is the name I gave their operators on EVERY call I made to their office. The refund has been fully processed, as of 9/8/2015.Over 70 days when it took them less than 10 seconds to process the payment to receive their money. As far as I am concerned the refund portion of my complain is over. All I want now is an apology. An apology for not disclosing there was a free trial I could have used.An apology for the half dozen calls I had to make to get this situation handledAn apology for the half dozen call backs I was promised by never receivedAn apology for the fact I had to file this complaint to get them to finish the refundAn apology for the dozens of hours of my time wasted to get back what I was owed from people who would have never had it in the first place had they the slightest concern for business ethics
Quite frankly if I thought I would be reimbursed for the time I had to spend fixing their screw up I would have asked for that money as well, at federal minimum wage costs.But now that the money has been mysteriously returned AFTER I filed this complaint, (which sort of means that they looked into it even though they claim they have no reason to)I'll settle for an apology and an admission they they screwed up. Sincerely,
[redacted]
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.
Doba and I have talked and we will be giving them two calls for one on one training after that we will make our decision as to whether we will move forward with the cancellation.
Sincerely,
[redacted]
Dear Mrs. [redacted],It is unfortunate that you received a bill which you did not anticipate. Seeing as the billing was just today, I have canceled the account and issued you the full refund of the $699.95 that you have been billed today. The confirmation number for that refund and cancellation is...
[redacted]. Depending upon your financial institution, there could be a processing time of up to 30 business days. In my experience, it is usually about 3 to 5 business days before you see those funds in your bank account again. Now, I would like to remind you why the account billed. The Doba account you purchased back on October 31st of 2014 with our Sales rep, Thuy (pronounced Twee), was a discounted Advanced Membership for 15 months of access. She mentioned in the sales call that you would be getting the membership for $350 in 3 split payments which is a $699.95 value, normally for a single year (12 months of access). She went on to mention that as part of the deal, your account would be set on an automatic renewal, but that could be canceled necessary. She mentioned that the renewal date was set for February 9th, 2016 and that the renewal rate was $699.95.Needless to say at this point, the account was not canceled and the auto-bill or automatic renewal went through. We actually did try multiple times to reach out to you on the phone number you provided us (###-###-####), but it has either been disconnected or the service has been cut off. We also emailed the renewal information to the email address on file ([redacted]@delta.com). Unfortunately, we did not receive any responses to our messages. At this point your account is canceled and you have received a refund of today’s billing of $699.95. We wish you success with your other business endeavors. Thanks!Matt B[redacted]Senior Account ManagerDoba Enterprise
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.
Sincerely,
Dr. [redacted], MD
Dear Mr. [redacted],I have had the opportunity to read through your concerns as well as your account activity. The first concern that you mentioned is that this service would not allow you to make money. The second concern you mention in your complaint that you canceled your account by filling out...
the exit survey while within your trial. Your final concern was that you were billed despite the fact that you understood your account was canceled.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 topic was that you canceled your account via the exit survey. Unfortunately, you did not go through the exit survey. It was not even opened. What I can confirm is that you opened the signup survey that asks you questions about your business and how you plan to use Doba. You also accessed the Feed page, the Catalog page, and the Education page. You expressed interest in selling products on Amazon and eBay with our Data Export Tool, but when we emailed you how to do it, there was no activity with the Data Export Tool.There was another email that you sent to us where you asked to cancel the account on 8/6/2015. That was the day after the trial ended. The response our Customer Service rep provided to you explained to call in to cancel or if within the free trial, to go to the “My Account” section to cancel your account via the cancellation link. The next contact that we had with you was on 8/27/2015 where you emailed to cancel again. The Customer Service rep provided you again the way to cancel the account via phone or if within the free trial, to go to the “My Account” section to cancel the account via the cancellation link. When you called in on 8/28/2015 the Customer Service rep with whom you spoke canceled your account as you requested. That rep offered to provide some free time and a curated list of products to help you use the service, but both were rejected. He provided the cancellation confirmation number of [redacted].As a courtesy, I am going to refund you the billing from August 5th for the $59.95. Although it was your responsibility to call in to cancel or cancel via the survey, I see that you only accessed the account 2 times during the trial--the day you signed up 7/29/2015 and 8/5/2015. The confirmation number for that refund is [redacted]. Usually it takes 3 to 5 business days for processing, but contact your bank to get the most up-to-date information on processing.Regards,Matt B[redacted]Senior Account ManagerDoba Enterprise
Dear Mr. [redacted],This account is under the name [redacted] & [redacted]. The information on the account started with the name [redacted] and then was updated to [redacted] & [redacted]. There are no credit cards or billing on file with your name on it ([redacted]. [redacted]). As a company policy we don’t disclose information to someone who is not clearly added on the account. The email address that you provided in this complaint does not match with the account. The phone number you provided does not match with this account. There are two things that you have provided that match: The address--with minor variation--and the retailer ID.The request that you made in your complaint was for a refund. However, this account indicates no billing to you or a card in your name. So, unfortunately, we cannot help you in that regard. As I mentioned earlier, as a company policy, we don’t disclose information to someone who is not clearly added on the account.If you would like me to check our system for a different account or provide the last 8 digits of a credit card in your name that we have billed, I can look further into it. Regards,Matt B[redacted]Senior Account ManagerDoba Enterprise
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. I'm really and sincerely happy with outcome. Internet review sites are flooded with complain for this company and I guess nobody reached them through Revdex.com.Thank you. Thank you . Thank you!!!! :)
Sincerely,
[redacted]
Mr [redacted], Thank you for taking the time to make us aware of your issue. After looking into your account I see that you had emailed us to cancel after you had singed up for your account. Our agent responded for you to call in and it appears you never received or responded to the message....
However, I see that you did contact us again shortly after and our agent found your request to cancel and validated it by issuing you a full refund and cancelling out your account. If you have any other further concerns please let us know otherwise we'll consider this issue closed and resolved. Kind Regards,Doba
Dear Mr. [redacted],We would like to resolve this issue as soon as possible. Please give me a call at ###-###-#### at your earliest convenience.Sincerely,Matt B[redacted]Senior Account ManagerDoba Enterprise
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.
Sincerely,
[redacted]
Dear
Mrs. [redacted],
I have
thoroughly read through your Doba account and have reviewed the
account under the name [redacted]. There are some surprising
similarities as well as some differences. I would like to share that
information and explain what Doba is willing to do for you.
The
first topic...
that you mention is that there is a current bill for
$59.95. As you called in to cancel the account under [redacted]'s name on
3/25/2015, no further billing will go through. So the current bill
that you are referring to cannot actually collect. It looks like a
system auto-bill was trying to go through, but I have canceled it
out.
The
second topic that you mention is that [redacted] did not sign up for the
account. While that may be true, there are 2 logins on the account
under the following IP address: [redacted]. The first one was on
2/26/2015 when the free trial was initiated and the second one was on
3/26/2015, the day after you called in to cancel the Doba account
with [redacted] from Doba's Customer Service team. That seems
like an interesting coincidence.
The
third topic mentioned in your complaint is the address, name, and
phone number which still match yours. Doba does not cold contact
anyone. This is important because either one signs up through Doba on
the site or through partners. We only contact people who have already
started a Doba membership, that's to say, we only call our customers.
The
forth topic—which is inseparably connected to the third topic—is
the contact that you received from Doba. The phone number on file was
placed on our “do not call” list. So, as a result, we did not
call you about the membership, promotions, or offer any paid services
to you. The only contact on the account was initiated by you, Mrs.
[redacted]. The first contact was on 3/25/2015 to cancel the account and
the second contact was on 3/26/2015 to talk about the call on
3/25/2015 and request a refund. In the call on 3/25/2015 you
mentioned to [redacted]—the Customer Service representative—that you
started the account on a trial, but that you didn't agree to any
billing. [redacted] mentioned that it was part of the terms of service
that you agreed to. This was echoed in the call with [redacted]
[redacted]—the Customer Service representative—who you spoke with on
3/26/2015.
At this
point, the account is canceled. However, if you would like to give
Doba another shot in the future, we would be willing to provide a
free month of service to you. We simply ask that you call in to
Customer Service and request your free month of service, and it will
be provided to you.
Regards,[redacted]
[redacted]Senior
Account ManagerDoba
Enterprise
Dear Ms. [redacted],I had the opportunity to review your concerns and your Doba account. The topics that you discuss are the cancellation policy, billing policy, and shipping products. I will address these topics and add a little history so that there is some context to the response.The Doba account...
that you started was initiated through a partner named Supplier’s Club. When you started your account you received a special 7-day free trial Doba Advanced account with access and later discounted membership at a $20 discount per month once the free trial ends (rather than $69.95 per month, you would pay $49.95 per month for the full Doba Advanced membership). That free trial account was started on April 10th, 2015. On April 17th you received your first bill of $49.95 when your account switched from a trial to a paid membership.You requested cancellation 4 times and we actually cancelled your account 3 times. What transpired on your account in terms of activation, cancellation, and re-activation is the following: The account was set up on 4/10/2015 on a 7 day free trial through "Supplier's Club" and then rolled into a paid account on 4/17/2015 for $49.95. The account billed for the following month of access on 5/17/2015 $49.95. The first cancellation request we received from you was via phone on 5/21/2015. The Customer Service rep Chelsea answered and spoke with you about the cancellation request. She offered as another option to cancelling to extend your account a month of access from 5/17/2015 to 7/17/2015 for no added charge. She mentioned that if you still wanted to cancel it, you could call in and cancel the account prior to 7/17/2015 and avoid any billing. The account also billed on 7/17/2015 for $49.95. The final monthly billing of that access period was on 8/17/2015 for $49.95.The next cancellation request we received from you was on 8/26/2015 with Customer Service rep Jillyn. The access at that point was allowed only until what would have been the renewal date on 9/17/2015. On the 17th of September the account expired, canceling the access. On 9/21/2015 the account was reactivated on a 7 day free trial with a Customer Service rep Ashley. Later that day, the account was canceled. The renewal, which would have been at the end of that free trial on 9/28/2015 was set as the expiration date. The account was then reactivated on 10/13/2015 for what should have been $49.95, but the support representative, Samie, allowed another 7 day free trial, but this time the account was downgraded to a Doba Basic Access membership for $29.95 due at the end of the trial. On 10/21/2015 the account billed $29.95 for the Doba Basic access. The account was then cancelled on 11/16/2015 with a Customer Service rep, Cassidi. It was canceled, but then due to the partner relationship, it was reactivated, but made a lifetime free account with access to only 4 suppliers, totalling 30,000 products.All billings on this account are valid because you had access and had specifically requested it, either through an upgrade or continued use. In fact, we went above and beyond our terms of use in providing you multiple free trials when you should have actually been billed at the point of reactivation.At this point, we will not be issuing you a refund. You do not qualify for a refund. You have used your account correctly, cancelled it correctly, and reactivated the account correctly multiple times. We have worked with you in using the account, canceling the account, and any other concerns which justifies the payment you have made.We thank you for your business and welcome you to use the service again if you change your mind. As Supplier's Club has negotiated that free lifetime membership, your account is technically still open. Should you decide you want it entirely closed, you will have to work through Supplier's Club to get that cancellation.Sincerely,Matt B[redacted]Senior Account ManagerDoba Enterprise
Dear Ms. [redacted],It is truly unfortunate that you had this experience. Something that you did not mention in your complaint is that you signed up for 2 separate Doba Supplier accounts on the same day you started your Doba Retailer trial. Your Doba Retailer trial was canceled as you mentioned in...
your complaint, but the billing did not occur on that account. The billing was composed of 2 separate bills for each Supplier account you created. As it was obviously a mistake, I made sure the refunds were issued to you for the 2 incorrect billings. The confirmation numbers for the 2 refunds totaling $99.90 are [redacted] and [redacted]. One refund of $49.95 was issued on 12/08/2015 and the other was issued today 12/15/2015. As it usually takes 3 to 5 business days for those funds to post to your account, it is possible that you could have received one of those refunds already, but check with your financial institution if there are any questions or concerns.Thanks,Matt B[redacted]Senior Account ManagerDoba Enterprise
Dear
Ms. [redacted],
I
have read your concerns and would like to discuss them in detail. I
will provide detailed information about what has occurred on your
account as well as Doba policies. The major issues at hand are the
available products, help and [redacted] available for your account,...
and
finally—as requested in your resolution—a refund.
The
first topic I would like to discuss is the value and use of the Doba
membership. Knowing the value is important to every aspect of what
Doba does. As a result, the value and use of the Doba membership must
be understood first, in order to understand the rest of the concerns.
Doba’s
purpose is to help retailers source products easily. This means that
by starting a membership, one can
quickly source a lot of products to sell 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, published and archived
Education, and live webinars. Doba provides live, in house, Customer
Service 12 hours a day, Mondays through Fridays via phone, chat, and
email. Chat is available in the lower right-hand corner of every page
of your Doba account. The phone number is [redacted]. The
email address is [redacted]@doba.com.
The hours of operation are 7am to 7pm Mountain Time, Mondays through
Fridays except for major holidays.
The
first concern that you mentioned was product related. There are a few
topics to discuss in order to fully address this concern. Stock is
not defined by Doba, but defined by the supplier. This means that if
they want to test out an item or sell liquidated products the stock
could be very volatile. Finding what type of demand they have for the
products through Doba is an ongoing process. So, as the supplier
gauges interest the stock normalizes at the need. Baby products are
found in many categories of our catalog: Apparel, Shoes, and Jewelry;
Books; Home, Garden, and Living; and Kids, Baby, and Toy—to name a
few. Depending upon how you search for products, you can limit the
results that appear. This is not a question of availability, but of
knowing how our search filters and features work.
The
second concern that you mentioned was the help and [redacted] available
to you. Doba provides an “Education” section with articles and
tutorials about sales, product sourcing, strategy, and ordering.
Also, Doba provides a “Help Center” section with archived
information as well as frequently asked questions and resources to
help answer your questions. Education and [redacted] are very important
to Doba and as a result we have provided a chat feature in the lower
right-hand corner of every page of the account.
As
a matter of policy, Doba reaches out to new retailers to welcome them
to the service and walk them through the account and features
available. We do that to first provide the welcome call, but also to
let you know where, how, and when you can get [redacted]. Customer
Service provides those welcome calls so that you are already familiar
with who they are if you need to call in and get help. A
Customer Service representative called you the day after you
purchased your membership (10/8/2014) and wanted to give you the
welcome call, but you asked to call back later. That representative
provided the phone number for Customer Service to you (###-###-####)
during that phone call.
We
honored your request to call back when you were ready for that
welcome call. However, in stead of a call back for the walkthrough of
the service, you
called in to Customer Service 4 months later asking questions about
Simple Source. It was a service that you purchased, but it is
separate from the Doba membership. With the chat sessions and emails
that you have had since then, you have requested billing information
and how to sell on amazon or eBay and how to place orders. Each of
those communications have been well documented and resolved.
We
try our best to answer your questions and resolve your concerns, but
you must assume a certain amount of responsibility for what has
occurred. We only know your questions, when you communicate them with
us. Likewise, we only know your concerns and frustrations with the
service when you communicate them to us.
The
final concern that you mentioned was that the service was not worth
the $599.99 and that you would like a full refund. This is a
subjective topic. In terms of the retail price for the service that
you purchased, it was a fantastic deal. The Doba
Pro membership is
$89.95 a month. If you stayed on the monthly membership paying the
$89.95 each month, that is $1079.40 over the course of a year. The
retail cost for the annual Doba Pro membership is $809.55. With
either of those costs compared to the $599.99, you save over $200.00.
In
terms of what is provided and the potential for sales, the $599.99 is
a great deal. There are 200+ suppliers, 8,000+ brands, and 2,000,000+
products, tools to help you get the product data from the catalog
quickly, researching tools to help you quickly see the value of the
item versus the cost through Doba, and much more. Considering the
fact that many suppliers charge you an application fee in addition to
paying for the product data, if you don't want to create your own
proprietary data for the products (images, descriptions, content,
etc.), you are getting a fantastic deal by going through Doba.
The
membership has been available to you for nearly 10 months out of your
annual membership. A refund is not warranted at this point. We can
help you to use the service and we would be willing to even provide 2
additional months of access completely free of charge, if you feel it
will help you. We
simply ask that you call in to our Customer Service department and
request those 2 free months and they will be added to your account.
Regards,Matt
B[redacted]Senior
Account ManagerDoba
Enterprise
If cancelled before the membership trail was over. Phone number failed call back in one hour message Answer machine tried to give cancellation instructions I did try that did not see cancel button. Refund total amount
Like I stated, I was in the process of filling this form out while on a 3-way call with Bank of America & Doba. Had it not been for Bank of America's assistance, DOBA was NOT going to give me a refund. I left this complaint open until I actually SEEN my refund in my account.My advice is to avoid this company, their products are way over price and their are plenty of wholesale sellers out there who dropship items without any membership fees. 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.
Sincerely,
Sharon S[redacted]
Hello Mr. S[redacted],Your account was not canceled via the link. Our system registered no clicks on that link during your free trial. However, it does display that you accessed the "Help Center" and information about canceling your account on Monday 8/3, the billing went through on your account. This is not the same area as "My Account" and also was not within the free trial.We have made an exception on your account as a courtesy and refunded the $59.95 billed to you for services. The confirmation number of that refund is [redacted]. The refund has been issued immediately, but your bank usually will hold the funds during a processing time of usually about 3 to 5 business days. Regards,Matt B[redacted]Senior Account ManagerDoba Enterprise
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.
Sincerely,
[redacted]
Dear Customer, Thank you for reaching out to Doba. As you know Doba is a product sourcing company that has hundreds of suppliers listed in a catalog in which you can choose which suppliers to work with and try selling products on your own website or 3rd party marketplaces. Doba is NOT the...
supplier. We were sorry to hear that you felt your concerns were not addressed, The order # you provided us with has a description as follows "Outdoor Great Room Copper Reflective Crushed Glass 5lbs." Which sounds like what you described you received. If the item was described differently than that at first and you saw a $1500 dollar table for $51 we apologize. There may have been a mistake with the suppliers data feed to Doba. If that was the case we're happy to refund the $51 dollars as that was your loss. We are always trying to provide our customers with the best service possible. We have thousands of customers moving millions of dollars in product a month. In the future we suggest that if it appears that the product price is "too good to be true" than it probably is. As in all things in life. We will be working with the supplier to get your refund but will not be able to force the supplier to send the table. Please let us know if you have any further questions. Thanks,
Dear Mr. [redacted],We appreciate you working with us to resolve this issue. We wish you success in your other business endeavors.Sincerely,Matt B[redacted]Senior Account ManagerDoba Enterprise
Complaint: [redacted]
I am rejecting this response because: My name is [redacted], that they put me down as [redacted] is just another example of the horrible way they conduct their business. [redacted] is the name I gave their operators on EVERY call I made to their office. The refund has been fully processed, as of 9/8/2015.Over 70 days when it took them less than 10 seconds to process the payment to receive their money. As far as I am concerned the refund portion of my complain is over. All I want now is an apology. An apology for not disclosing there was a free trial I could have used.An apology for the half dozen calls I had to make to get this situation handledAn apology for the half dozen call backs I was promised by never receivedAn apology for the fact I had to file this complaint to get them to finish the refundAn apology for the dozens of hours of my time wasted to get back what I was owed from people who would have never had it in the first place had they the slightest concern for business ethics
Quite frankly if I thought I would be reimbursed for the time I had to spend fixing their screw up I would have asked for that money as well, at federal minimum wage costs.But now that the money has been mysteriously returned AFTER I filed this complaint, (which sort of means that they looked into it even though they claim they have no reason to)I'll settle for an apology and an admission they they screwed up. Sincerely,
[redacted]
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.
Doba and I have talked and we will be giving them two calls for one on one training after that we will make our decision as to whether we will move forward with the cancellation.
Sincerely,
[redacted]
Dear Mrs. [redacted],It is unfortunate that you received a bill which you did not anticipate. Seeing as the billing was just today, I have canceled the account and issued you the full refund of the $699.95 that you have been billed today. The confirmation number for that refund and cancellation is...
[redacted]. Depending upon your financial institution, there could be a processing time of up to 30 business days. In my experience, it is usually about 3 to 5 business days before you see those funds in your bank account again. Now, I would like to remind you why the account billed. The Doba account you purchased back on October 31st of 2014 with our Sales rep, Thuy (pronounced Twee), was a discounted Advanced Membership for 15 months of access. She mentioned in the sales call that you would be getting the membership for $350 in 3 split payments which is a $699.95 value, normally for a single year (12 months of access). She went on to mention that as part of the deal, your account would be set on an automatic renewal, but that could be canceled necessary. She mentioned that the renewal date was set for February 9th, 2016 and that the renewal rate was $699.95.Needless to say at this point, the account was not canceled and the auto-bill or automatic renewal went through. We actually did try multiple times to reach out to you on the phone number you provided us (###-###-####), but it has either been disconnected or the service has been cut off. We also emailed the renewal information to the email address on file ([redacted]@delta.com). Unfortunately, we did not receive any responses to our messages. At this point your account is canceled and you have received a refund of today’s billing of $699.95. We wish you success with your other business endeavors. Thanks!Matt B[redacted]Senior Account ManagerDoba Enterprise
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.
Sincerely,
Dr. [redacted], MD
Dear Mr. [redacted],I have had the opportunity to read through your concerns as well as your account activity. The first concern that you mentioned is that this service would not allow you to make money. The second concern you mention in your complaint that you canceled your account by filling out...
the exit survey while within your trial. Your final concern was that you were billed despite the fact that you understood your account was canceled.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 topic was that you canceled your account via the exit survey. Unfortunately, you did not go through the exit survey. It was not even opened. What I can confirm is that you opened the signup survey that asks you questions about your business and how you plan to use Doba. You also accessed the Feed page, the Catalog page, and the Education page. You expressed interest in selling products on Amazon and eBay with our Data Export Tool, but when we emailed you how to do it, there was no activity with the Data Export Tool.There was another email that you sent to us where you asked to cancel the account on 8/6/2015. That was the day after the trial ended. The response our Customer Service rep provided to you explained to call in to cancel or if within the free trial, to go to the “My Account” section to cancel your account via the cancellation link. The next contact that we had with you was on 8/27/2015 where you emailed to cancel again. The Customer Service rep provided you again the way to cancel the account via phone or if within the free trial, to go to the “My Account” section to cancel the account via the cancellation link. When you called in on 8/28/2015 the Customer Service rep with whom you spoke canceled your account as you requested. That rep offered to provide some free time and a curated list of products to help you use the service, but both were rejected. He provided the cancellation confirmation number of [redacted].As a courtesy, I am going to refund you the billing from August 5th for the $59.95. Although it was your responsibility to call in to cancel or cancel via the survey, I see that you only accessed the account 2 times during the trial--the day you signed up 7/29/2015 and 8/5/2015. The confirmation number for that refund is [redacted]. Usually it takes 3 to 5 business days for processing, but contact your bank to get the most up-to-date information on processing.Regards,Matt B[redacted]Senior Account ManagerDoba Enterprise
Dear Mr. [redacted],This account is under the name [redacted] & [redacted]. The information on the account started with the name [redacted] and then was updated to [redacted] & [redacted]. There are no credit cards or billing on file with your name on it ([redacted]. [redacted]). As a company policy we don’t disclose information to someone who is not clearly added on the account. The email address that you provided in this complaint does not match with the account. The phone number you provided does not match with this account. There are two things that you have provided that match: The address--with minor variation--and the retailer ID.The request that you made in your complaint was for a refund. However, this account indicates no billing to you or a card in your name. So, unfortunately, we cannot help you in that regard. As I mentioned earlier, as a company policy, we don’t disclose information to someone who is not clearly added on the account.If you would like me to check our system for a different account or provide the last 8 digits of a credit card in your name that we have billed, I can look further into it. Regards,Matt B[redacted]Senior Account ManagerDoba Enterprise
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. I'm really and sincerely happy with outcome. Internet review sites are flooded with complain for this company and I guess nobody reached them through Revdex.com.Thank you. Thank you . Thank you!!!! :)
Sincerely,
[redacted]
Mr [redacted], Thank you for taking the time to make us aware of your issue. After looking into your account I see that you had emailed us to cancel after you had singed up for your account. Our agent responded for you to call in and it appears you never received or responded to the message....
However, I see that you did contact us again shortly after and our agent found your request to cancel and validated it by issuing you a full refund and cancelling out your account. If you have any other further concerns please let us know otherwise we'll consider this issue closed and resolved. Kind Regards,Doba
Dear Mr. [redacted],We would like to resolve this issue as soon as possible. Please give me a call at ###-###-#### at your earliest convenience.Sincerely,Matt B[redacted]Senior Account ManagerDoba Enterprise
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.
Sincerely,
[redacted]
Dear
Mrs. [redacted],
I have
thoroughly read through your Doba account and have reviewed the
account under the name [redacted]. There are some surprising
similarities as well as some differences. I would like to share that
information and explain what Doba is willing to do for you.
The
first topic...
that you mention is that there is a current bill for
$59.95. As you called in to cancel the account under [redacted]'s name on
3/25/2015, no further billing will go through. So the current bill
that you are referring to cannot actually collect. It looks like a
system auto-bill was trying to go through, but I have canceled it
out.
The
second topic that you mention is that [redacted] did not sign up for the
account. While that may be true, there are 2 logins on the account
under the following IP address: [redacted]. The first one was on
2/26/2015 when the free trial was initiated and the second one was on
3/26/2015, the day after you called in to cancel the Doba account
with [redacted] from Doba's Customer Service team. That seems
like an interesting coincidence.
The
third topic mentioned in your complaint is the address, name, and
phone number which still match yours. Doba does not cold contact
anyone. This is important because either one signs up through Doba on
the site or through partners. We only contact people who have already
started a Doba membership, that's to say, we only call our customers.
The
forth topic—which is inseparably connected to the third topic—is
the contact that you received from Doba. The phone number on file was
placed on our “do not call” list. So, as a result, we did not
call you about the membership, promotions, or offer any paid services
to you. The only contact on the account was initiated by you, Mrs.
[redacted]. The first contact was on 3/25/2015 to cancel the account and
the second contact was on 3/26/2015 to talk about the call on
3/25/2015 and request a refund. In the call on 3/25/2015 you
mentioned to [redacted]—the Customer Service representative—that you
started the account on a trial, but that you didn't agree to any
billing. [redacted] mentioned that it was part of the terms of service
that you agreed to. This was echoed in the call with [redacted]
[redacted]—the Customer Service representative—who you spoke with on
3/26/2015.
At this
point, the account is canceled. However, if you would like to give
Doba another shot in the future, we would be willing to provide a
free month of service to you. We simply ask that you call in to
Customer Service and request your free month of service, and it will
be provided to you.
Regards,[redacted]
[redacted]Senior
Account ManagerDoba
Enterprise
Dear Ms. [redacted],I had the opportunity to review your concerns and your Doba account. The topics that you discuss are the cancellation policy, billing policy, and shipping products. I will address these topics and add a little history so that there is some context to the response.The Doba account...
that you started was initiated through a partner named Supplier’s Club. When you started your account you received a special 7-day free trial Doba Advanced account with access and later discounted membership at a $20 discount per month once the free trial ends (rather than $69.95 per month, you would pay $49.95 per month for the full Doba Advanced membership). That free trial account was started on April 10th, 2015. On April 17th you received your first bill of $49.95 when your account switched from a trial to a paid membership.You requested cancellation 4 times and we actually cancelled your account 3 times. What transpired on your account in terms of activation, cancellation, and re-activation is the following: The account was set up on 4/10/2015 on a 7 day free trial through "Supplier's Club" and then rolled into a paid account on 4/17/2015 for $49.95. The account billed for the following month of access on 5/17/2015 $49.95. The first cancellation request we received from you was via phone on 5/21/2015. The Customer Service rep Chelsea answered and spoke with you about the cancellation request. She offered as another option to cancelling to extend your account a month of access from 5/17/2015 to 7/17/2015 for no added charge. She mentioned that if you still wanted to cancel it, you could call in and cancel the account prior to 7/17/2015 and avoid any billing. The account also billed on 7/17/2015 for $49.95. The final monthly billing of that access period was on 8/17/2015 for $49.95.The next cancellation request we received from you was on 8/26/2015 with Customer Service rep Jillyn. The access at that point was allowed only until what would have been the renewal date on 9/17/2015. On the 17th of September the account expired, canceling the access. On 9/21/2015 the account was reactivated on a 7 day free trial with a Customer Service rep Ashley. Later that day, the account was canceled. The renewal, which would have been at the end of that free trial on 9/28/2015 was set as the expiration date. The account was then reactivated on 10/13/2015 for what should have been $49.95, but the support representative, Samie, allowed another 7 day free trial, but this time the account was downgraded to a Doba Basic Access membership for $29.95 due at the end of the trial. On 10/21/2015 the account billed $29.95 for the Doba Basic access. The account was then cancelled on 11/16/2015 with a Customer Service rep, Cassidi. It was canceled, but then due to the partner relationship, it was reactivated, but made a lifetime free account with access to only 4 suppliers, totalling 30,000 products.All billings on this account are valid because you had access and had specifically requested it, either through an upgrade or continued use. In fact, we went above and beyond our terms of use in providing you multiple free trials when you should have actually been billed at the point of reactivation.At this point, we will not be issuing you a refund. You do not qualify for a refund. You have used your account correctly, cancelled it correctly, and reactivated the account correctly multiple times. We have worked with you in using the account, canceling the account, and any other concerns which justifies the payment you have made.We thank you for your business and welcome you to use the service again if you change your mind. As Supplier's Club has negotiated that free lifetime membership, your account is technically still open. Should you decide you want it entirely closed, you will have to work through Supplier's Club to get that cancellation.Sincerely,Matt B[redacted]Senior Account ManagerDoba Enterprise
Dear Ms. [redacted],It is truly unfortunate that you had this experience. Something that you did not mention in your complaint is that you signed up for 2 separate Doba Supplier accounts on the same day you started your Doba Retailer trial. Your Doba Retailer trial was canceled as you mentioned in...
your complaint, but the billing did not occur on that account. The billing was composed of 2 separate bills for each Supplier account you created. As it was obviously a mistake, I made sure the refunds were issued to you for the 2 incorrect billings. The confirmation numbers for the 2 refunds totaling $99.90 are [redacted] and [redacted]. One refund of $49.95 was issued on 12/08/2015 and the other was issued today 12/15/2015. As it usually takes 3 to 5 business days for those funds to post to your account, it is possible that you could have received one of those refunds already, but check with your financial institution if there are any questions or concerns.Thanks,Matt B[redacted]Senior Account ManagerDoba Enterprise
Dear
Ms. [redacted],
I
have read your concerns and would like to discuss them in detail. I
will provide detailed information about what has occurred on your
account as well as Doba policies. The major issues at hand are the
available products, help and [redacted] available for your account,...
and
finally—as requested in your resolution—a refund.
The
first topic I would like to discuss is the value and use of the Doba
membership. Knowing the value is important to every aspect of what
Doba does. As a result, the value and use of the Doba membership must
be understood first, in order to understand the rest of the concerns.
Doba’s
purpose is to help retailers source products easily. This means that
by starting a membership, one can
quickly source a lot of products to sell 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, published and archived
Education, and live webinars. Doba provides live, in house, Customer
Service 12 hours a day, Mondays through Fridays via phone, chat, and
email. Chat is available in the lower right-hand corner of every page
of your Doba account. The phone number is [redacted]. The
email address is [redacted]@doba.com.
The hours of operation are 7am to 7pm Mountain Time, Mondays through
Fridays except for major holidays.
The
first concern that you mentioned was product related. There are a few
topics to discuss in order to fully address this concern. Stock is
not defined by Doba, but defined by the supplier. This means that if
they want to test out an item or sell liquidated products the stock
could be very volatile. Finding what type of demand they have for the
products through Doba is an ongoing process. So, as the supplier
gauges interest the stock normalizes at the need. Baby products are
found in many categories of our catalog: Apparel, Shoes, and Jewelry;
Books; Home, Garden, and Living; and Kids, Baby, and Toy—to name a
few. Depending upon how you search for products, you can limit the
results that appear. This is not a question of availability, but of
knowing how our search filters and features work.
The
second concern that you mentioned was the help and [redacted] available
to you. Doba provides an “Education” section with articles and
tutorials about sales, product sourcing, strategy, and ordering.
Also, Doba provides a “Help Center” section with archived
information as well as frequently asked questions and resources to
help answer your questions. Education and [redacted] are very important
to Doba and as a result we have provided a chat feature in the lower
right-hand corner of every page of the account.
As
a matter of policy, Doba reaches out to new retailers to welcome them
to the service and walk them through the account and features
available. We do that to first provide the welcome call, but also to
let you know where, how, and when you can get [redacted]. Customer
Service provides those welcome calls so that you are already familiar
with who they are if you need to call in and get help. A
Customer Service representative called you the day after you
purchased your membership (10/8/2014) and wanted to give you the
welcome call, but you asked to call back later. That representative
provided the phone number for Customer Service to you (###-###-####)
during that phone call.
We
honored your request to call back when you were ready for that
welcome call. However, in stead of a call back for the walkthrough of
the service, you
called in to Customer Service 4 months later asking questions about
Simple Source. It was a service that you purchased, but it is
separate from the Doba membership. With the chat sessions and emails
that you have had since then, you have requested billing information
and how to sell on amazon or eBay and how to place orders. Each of
those communications have been well documented and resolved.
We
try our best to answer your questions and resolve your concerns, but
you must assume a certain amount of responsibility for what has
occurred. We only know your questions, when you communicate them with
us. Likewise, we only know your concerns and frustrations with the
service when you communicate them to us.
The
final concern that you mentioned was that the service was not worth
the $599.99 and that you would like a full refund. This is a
subjective topic. In terms of the retail price for the service that
you purchased, it was a fantastic deal. The Doba
Pro membership is
$89.95 a month. If you stayed on the monthly membership paying the
$89.95 each month, that is $1079.40 over the course of a year. The
retail cost for the annual Doba Pro membership is $809.55. With
either of those costs compared to the $599.99, you save over $200.00.
In
terms of what is provided and the potential for sales, the $599.99 is
a great deal. There are 200+ suppliers, 8,000+ brands, and 2,000,000+
products, tools to help you get the product data from the catalog
quickly, researching tools to help you quickly see the value of the
item versus the cost through Doba, and much more. Considering the
fact that many suppliers charge you an application fee in addition to
paying for the product data, if you don't want to create your own
proprietary data for the products (images, descriptions, content,
etc.), you are getting a fantastic deal by going through Doba.
The
membership has been available to you for nearly 10 months out of your
annual membership. A refund is not warranted at this point. We can
help you to use the service and we would be willing to even provide 2
additional months of access completely free of charge, if you feel it
will help you. We
simply ask that you call in to our Customer Service department and
request those 2 free months and they will be added to your account.
Regards,Matt
B[redacted]Senior
Account ManagerDoba
Enterprise