Dear [redacted], Thank you for reaching out and brining up your concerns, we try ti help all our customers have as much success as possible. As I took a look at your account is can see that you placed over 40+ orders with Doba since you began your account. As you are ordering products...
and making sales on your site we are sorry to hear that you are shutting down your website. The good news is that Doba helps you sell products on 3rd party marketplaces. If you are not going to continue your website we would love to help you place products on these third party marketplaces, such as Ebay, Amazon, Rakuten, etc... At his point you still have access if you choose because you did sign up for a year. We see that you have had success and still can if you want, so at this point we will not be refunding your account as your choice to shut down your website is not a cause to close your account with Doba as you can list products other places. We would love to continue providing products for your online business if you decide. We have a great customer support team who is open 7 am - 6 pm MDT, Monday - Friday. Please give us a call and we'll help you anytime. thanks, Doba Support Team
Dear [redacted],In your complaint you mention various topics that I would like to address. Those topics include the value of the service, the length of time of the free trial, the cancellation policy, and the refund policy. These topics are all important and deserve their own consideration. I...
will discuss these topics 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 topic is the length of time of the free trial. Your 7-day free trial started on the day you signed up--Wednesday August 19th--and the seventh and final day was on Tuesday August 25th. The billing went through as scheduled--the day after your free trial ends. This is why it billed the $59.95 on August 26th. That payment provides access to the account up until September 25th.The third and fourth topics you mentioned were the cancellation the refund policies. Those policies is 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. You actually agreed to them a second time when you logged in after the initial sign up. We do that as a reminder.At this point, your account has been set to expire on September 26th. The confirmation number of your cancellation is [redacted]. The access, including support from our Customer Service team, is available to you until that date (9/26/2015).If you need help to utilize your membership, please feel free to contact our Customer Service department. They are available via phone (###-###-####), chat (available in the lower right-hand corner of every logged in page), and email ([redacted]@doba.com or in the “Help Center” section of the account). Hours of operation are 7am to 6pm Mountain Time, Mondays through Fridays except major holidays.Regards,Matt B[redacted]Senior Account ManagerDoba Enterprise
Dear Mr. [redacted],I read through your concerns and it appears that you have a difficult time with your account. I am truly sorry to read that. However, when I reviewed the account, I am showing that you already spoke with us and we issued you a refund for the monthly billing of $59.95. As far as what...
you requested in your complaint, we have already provided that to you.I tried calling you various times to resolve this concern. Of course, if you have a duplicate account or there is some other issue that you haven’t mentioned in your complaint, I would like to address those concerns and help you in any way I can. The voicemails I left you include my contact information so that you can reach me.We wish you success with your business endeavours.Thanks!Matt B[redacted]Senior Account ManagerDoba Enterprise
Mr. [redacted];Thank you for taking the time to reach out to us and inform us of the issues that you are having. I have looked into your issue in detail to see what happened and to get a better understanding. After diving in deeper we have found no records at Doba that indicate you cancelled or wanted to...
cancel. Doba also allows ALL of its customers to cancel their accounts online at ANY time. Our system emails are automated so if your account had been cancelled at anytime you would have an email receipt stating such. However, because our support team couldn't find any evidence of the cancellation they cannot refund you the amount. You had the opportunity to cancel your account online at anytime or reach out to us; we're available via email, by phone or on chat if you're on our website. We understand your frustration and we are sorry that you were in the hospital, we feel that we are being fair offering 3 months refund for he situation. Please let us know if there is anything else that we can do to help. Thanks, Doba
Dear Mr. [redacted],Your desired solution was a refund. The refund was issued as a courtesy as I explained in the last response. The confirmation number is [redacted]. You should see that in your bank account within standard processing--usually 3 to 5 business days. Regardless of what you believe occurred, the exit survey was not opened nor completed. The reason why I gave the refund is because there is no access on the account after the free trial. We were not obligated to refund you; it was simply a courtesy. This case is closed and we will not entertain it further.Regards,Matt B[redacted]Senior Account ManagerDoba Enterprise
Dear Mr. [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 was the value of the service. The second concern was the Lowest Drop Ship Price Guarantee. The third concern was that you...
believe the service does not work at all because you could not sell any products. 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 sources many 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 the Lowest Drop Ship Price Guarantee. This is actually found in our Terms of Use (https://www.doba.com/site/lowest-wholesale-price/). If you go there, you will see the following explanation:Doba works hard to make sure you have access to the best wholesale pricing. We are constantly on the prowl for wholesale suppliers who offer high quality products at the lowest available prices, so you don’t have to shop around for suppliers on your own.To prove our commitment to finding you the lowest and best wholesale prices, we guarantee that our price is the lowest price you can get from any similar service. If you find that another similar drop ship service has a lower price, we’ll reward you (our member) up to $120 in FREE membership.We are serious about making our service the best option available for entrepreneurs, small retailers, and home business owners. We hope our guarantee helps prove that commitment to you.In my experience, we do not provide the $120 worth of free membership without first investigating the listings and/or sales with the supplier. All cases that I have personally seen, not only o we provide the $120 worth of membership (usually 2 months free access), but we also pursue getting the same price for the exact same item, and we have.What is frustrating is that the process is a bit bureaucratic. We require that you tell us where you see the listing, we have to speak with the supplier, make sure that the price is a drop ship wholesale price, not through a coupon or a limited time loss leader, etc., then work out either hiring on the supplier to work with Doba or negotiate out the price with a current supplier in Doba. If the listing legitimately proves the other drop shipper regularly provides the item at a lesser price than Doba’s drop ship wholesale price, we pay out in the form of membership access. The process still continues as we finalize deals with either the new company or the existing company. However in the end, the person benefiting is still you, because we would like you to have a good experience working with us. The third and final concern is that you believe the service does not work because you have not made sales with it. First and foremost, this is extremely subjective. We have retailers that are selling regularly that work very hard to maintain their business. We also have retailers that give a good amount of effort and make some sales. We also have retailers that sell only a handful of items because they do this as a hobby or as a part-time business. There are many other aspects of business beyond sourcing products. One of the biggest contributors to sales is marketing. If your marketing the products to the right people, the right way, then you will see sales. That is not specific to Doba retailers, but a fact of the retail industry.Unfortunately, Doba does not provide marketing or much in the way of marketing education as it is out of the scope of what we offer. The service Doba provides is sourcing drop-ship-able products and tools to help you manage inventory, harvest product data, process orders, and create custom order reports for reconciliation purposes. The Customer Service provided through Doba is to help retailers with those processes or products. It is ultimately your responsibility as a retailer to sell the products.Now, we are still very interested in working with you to utilize your membership. If you are interested in getting more information about our services and their use through a live webinar, you may call into our Customer Service team by dialing ###-###-#### and asking to be registered in the next webinar and we would be more than willing to provide that added support. We also will continue to provide phone, email, and chat support as long as you need it on your lifetime membership.Sincerely,Matt B[redacted]Senior Account ManagerDoba Enterprise
Dear [redacted],We’re sorry to hear about your experiences with Commerce Rocket and Boostability. As you mentioned in your complaint, Doba paid both companies on your behalf to assist you with creating a website and marketing services. Doba did not charge you for these services but in an effort...
to help grow your business we offered them to you free of charge. Unfortunately, both of these businesses changed ownerships and the new owners were not willing to provide these services for Free even though they were paid for up front to the previous ownership. Again, both of these services were provided free of charge to you and if they were still under the same ownership you would still have access. However, businesses change ownership and new owners make decisions on how they want to work with existing customers. However you are not out any monetary funds seeing as we offered this service free of charge. As for your membership with Doba, Doba will continue to honor your 4 lifetime memberships and support you with what you’ve already paid to Doba. You’ll be glad to hear that in the next 6 months, Doba will have a new tool to make it easier for you to list products on Amazon. And shortly following that release, the tool will allow you to easily list on eBay. We will keep you posted on the dates of these tool releases. Also, Doba continues to add new suppliers and new products to our marketplace at no additional charge to you. Check back often to see our new suppliers - some of them you can purchase in bulk for even higher discounts. Thank you for your time and we look forward to helping you be successful.
Dear Mr. [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 was the value of the service. The second concern was the Lowest Drop Ship Price Guarantee. The third concern was the...
cancellation process and 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 [redacted] 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 the Lowest Drop Ship Price Guarantee. This is actually found in our Terms of Use (https://www.doba.com/site/lowest-wholesale-price/). If you go there, you will see the following explanation:Doba works hard to make sure you have access to the best wholesale pricing. We are constantly on the prowl for wholesale suppliers who offer high quality products at the lowest available prices, so you don’t have to shop around for suppliers on your own.To prove our commitment to finding you the lowest and best wholesale prices, we guarantee that our price is the lowest price you can get from any similar service. If you find that another similar drop ship service has a lower price, we’ll reward you (our member) up to $120 in FREE membership.We are serious about making our service the best option available for entrepreneurs, small retailers, and home business owners. We hope our guarantee helps prove that commitment to you.In my experience, we cannot provide you the $120 worth of free membership without being able to investigate the listings or the sales with the supplier. In every case that I have personally seen, not only do we provide the $120 worth of membership (usually 2 months free access), but we also pursue getting the same price for the exact same item, and we have.The third concern is 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 3 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.Looking at the access on the account, you had logged in during your first week of membership. Again, it was your responsibility to request cancellation if you had no intention of continuing with the membership. We will refund $59.95 the billed for the month after you had stopped using the account. 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 account is closed and you are only responsible for the bill of $59.95 that billed on 9/4/2015. The other 2 bills of $59.95 have been refunded to you. We wish you success in your other business endeavors.Thank you!Matt B[redacted]Senior Account ManagerDoba Enterprise
Dear Ms. [redacted],Your Doba account was canceled today and you were refunded the $59.95. It is unfortunate that you felt the need to reach out to us via the Revdex.com to resolve this issue, when in fact we went above our terms of use and resolved it as you asked. The confirmation number for that refund...
is [redacted]. You should see that refund within 3 to 5 business days.Regards,Matt [redacted]Senior Account ManagerDoba Enterprise
Doba
Dear Ms
[redacted],
I have
read your concerns and would like to discuss them in detailI will provide
detailed information about what has occurred on your account as well as Doba
policiesThe major issues at hand, as delineated in your concerns are the
value and use of the Doba membership and Doba's cancellation policy.
The first
topic I would like to discuss is the value and use of the Doba membershipThe
core of your concern is that in your opinion the program didn't work as you
understood and therefore you would like a refundKnowing the value is
important to every aspect of what Doba doesAs 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 easilyThis means that by
starting a membership, you one quickly source a lot of products to sell online
immediatelyThe 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 consumerThe
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 priceIf someone finds a better
price than Doba's wholesale price through another drop shipper, not only will
Doba give that retailer months free of access, Doba will also pursue getting
the same price for that exact item.
Lastly,
Doba provides tools necessary to help quickly and efficiently list and sell
items on hundreds of shopping channelsThe tools include the Elite Seller
Report, Data Export Tool, published and archived Education, and live webinars
Doba provides live, in house, Customer Service hours a day, Mondays through
Fridays via phone, chat, and email.
The
second topic is the cancellation policy that Doba has establishedIt is
effective the day of and is not retroactiveThis means that if an account has
been billed for a month of access before one requests cancellation, the
cancellation stops the recurring or following billingThis is delineated in
Doba's Terms of Use (https://www.doba.com/site/terms/)
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 1stIf 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
monthYou must cancel or change your subscription before the next Billing
Cycle Date to avoid additional chargesWhen you cancel your subscription, your
access to the Doba site is terminated beginning on the account's next Billing
Cycle Date.
This
cancellation policy is echoed in the section entitled "Cancellation":
You may cancel your subscription to Doba
during regular business hours, Monday through Friday 7:AM to 7:PM,
Mountain Time, by calling [redacted]We do not provide refunds or credits
for an partial-month or year subscription periods.
We recommend
that you take advantage of your membership, listing items for sale online
Customer Service can help you to that endThey are available from 7am to 7pm
Mountain Time, Mondays through Fridays, except for major holidaysThe phone
number is [redacted]The email address is [redacted]@doba.com
The chat option is available in the logged in account, under the "Help Center"
section in the upper right-hand corner of the account.
Regards,[redacted]
[redacted]Senior
Account ManagerDoba
Enterprise
4/30/
Complaint
I signed up for a free day trial offerI was not satisfied with the serviceI cancelled within the day period, however I was still billed $from my checking accountI called and spoke with a customer service representative names [redacted] who was unable to assist meHe then transferred the
call to his supervisor named [redacted][redacted] informed me that he would also be unable to refund the money to my accountI would like my money refunded
Desired Resolution
I would like the money refunded
Consumer Business Dialog
Ms. [redacted] willingly signed up for a free trial with Doba on 2018-02-18. All Doba free trials require a credit card validation in order to be successfully activated. Ms. [redacted]'s card was authorized for $1.00 to verify that the account is indeed active, but no charges were ever made....
The $1.00 amount was never withdrawn from her bank account. Additionally, all free trials are set to our Advanced plan by default, which is our most common, middle plan. This means that normally, after the free 14 days, they are charged a monthly fee of $69.00. As stated, there is no charge during the 14 days of the free trial and our customers are able to request a downgrade/upgrade during that time if they wish to be on a different subscription level.I reached out to Ms. [redacted] on 2018-02-20 after she emailed in and left a voicemail. You can view the email she sent in as well as my response and our communication after that. I have also reached out to her to request her to remove the complaint, since we explained the situation and why she was confused about the $1.00 auth charge, and she was satisfied with the response:Doba Company Contact Usno-reply([email protected])To <[email protected]>Feb 20 20181:29 PMName: [redacted]Email: [redacted]Phone: [redacted]Comments:I put in a request a couple of days ago to cancel my Doba account due to unauthorized charges. I still have not received a confirmation. I signed up for the 14-day free trial and was put on your advanced plan at $69 and charged $1 on my credit card for reasons unknown.I requested confirmation that my account has been cancelled and have not heard from anyone.None of your phone numbers seem to be working. the [redacted] referred callers to the following numbers that, according to the recording, are not working: 877-824-1485 and 877-321-8622.If I don't hear from someone tomorrow I'm going to file a report with the Revdex.com.SFeb 20 20182:37 PMSamantha([email protected])To [redacted], Thank you for contacting us. Doba is not open on the weekends and we were also closed on Monday for President's Day, which is why you had not received a response from us. You will also get better results from contacting [email protected] instead of [email protected] (this email is not meant to receive messages). Our correct number is 877-321-3622, it looks like you were one digit off.The account under retailer ID 5488623, associated to your email [redacted] shows it has already been canceled (you chose to cancel and filled out our exit survey). Your account will not be charged or renewed, but you will have access until 2018-03-03, at which time your account will expire. There are no charges on your account. The $1.00 you are referring to is simply an authorization to verify that the card on file is active. This is required for anyone to sign up for Doba (again, this is not a charge, just a bank authorization). Your account will not be charged again unless you choose to renew the service. Thanks,MFFeb 20 20182:47 PM[redacted])To Support <[email protected]>Okay, thank you for getting back to me.On Tuesday, February 20, 2018, 4:37:57 PM EST, Support <[email protected]> wrote:SFeb 21 201810:40 AMSamantha([email protected])To [redacted], We received a message of a complaint on the Revdex.com from you. Since I have already explained your situation and given you a valid and timely resolution, I believe it would be fair for you to remove that complaint. Please confirm if you would be willing to take back your complaint.Please advise, Please let us know if there is any additional information you need from Doba regarding this complaint. Thank you,
Dear Mr. S[redacted],Your Doba account was started on a 7-day free trial on 7/26. Including that date your 7-day free trial extended to 8/2. That date was a Sunday and it is true that we were not available via chat or phone. During the 7-day free trial, you can actually cancel your account by...
clicking on the "Need to cancel your account" link found within the "My Account" section of your Doba account. That is available 24 hours a day, 7 days a week. We do that so that the trial can be used to the full extent. Unfortunately, you did not click on that link, nor did you cancel your account until after the billing went through.Our cancellation policy is not retroactive. The cancellation on your account is effective only when you communicate it. We only know that you want to cancel the account if you communicate it with us--either calling us or canceling the account via the link in the "My Account" section of your Doba account. Without doing that, we do not know if you want to cancel your account. We were only made aware that you wanted to cancel the account on Monday 8/3. The representative you spoke with and communicated the cancellation request with not only canceled your account renewal, but also provided a confirmation number ([redacted]).Your Doba account is available to you until September 1st. The 30-day account access was purchased and may be used. We would recommend using the account for its intended purpose: helping you to list products for sale online. Your profits can be kept and pay off your Doba membership. While you have access, you can take advantage of the Customer Service resource. They are available via phone ([redacted]), email ([redacted]@doba.com), and chat (in the lower right-hand corner of the logged in Doba account).Regards,Matt B[redacted]Senior Account ManagerDoba Enterprise
Dear Mr. [redacted], I read through your complaint and I would like to address your concerns. Your concerns include the sign up of your account, the call with the Doba sales representative, the cancellation process, and the refund process. I will address these concerns below.You started your 7-day...
free trial on 3/24/2016. Your phone call with the sales rep was after you already started, on 3/25/2016. He called with the intent to provide you a service at a discounted rate. Regardless of the call with the Doba sales representative, your free trial was set to auto-bill at the end of the 7-day free trial period; on 3/31/2016 the account was set to bill you for the monthly account service. Because you did not communicate your desire to cancel the account, it billed you for that monthly account service.Fortunately, I have refunded that $59.95 bill and the confirmation number is [redacted]. Please be aware that refund usually have a processing time of 3-5 business days and occasionally longer--depending on the financial institution.The cancellation process is provided in two ways: via the account in the billing section or via phone by dialing ###-###-#### and speaking with a Customer Service representative. This is done so that Doba can confirm that the account holder is canceling the account.The refund policy as stated in our terms of use is listed as follows: For automatic renewals: 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.For Doba memberships purchased over the phone: YOU, THE BUYER, MAY CANCEL THIS CONTRACT AT ANY TIME PRIOR TO MIDNIGHT OF THE THIRD BUSINESS DAY AFTER THE DATE OF THE TRANSACTION OR RECEIPT OF THE PRODUCT, WHICHEVER IS LATER. All requests must be in writing, and must be postmarked or electronically date stamped within the cancellation period. All requests for cancellation must be sent via traditional mail to 3401 N Thanksgiving Way Suite 150 Lehi, UT 84043. Now, I would like to return to the topic of signing up for the free trial. Like most services, potential users tend to sign up for a free trial so that they can test out the service and see what it is capable of as well as see if it is a good fit for them. I imagine that you signed up with that intent as well. However, looking at your account, you only have 2 logins and there is very little use at all. We would be interested in giving you another opportunity to use the service, but this time, I would like to offer you a 2 week free trial. If you call in to our Customer Support team and request that 2 week free trial, it is noted on your account so that any rep can provide it to you. Our phone number is ###-###-####.Thanks!Matt B[redacted]Senior Account ManagerDoba Enterprise
Revdex.com:
If the money is refunded into my account within 3-5 business days I will be satisfied. However, in my dealings with DOBA, I am reluctant to close the case until I have seen evidence of that refund. May I contact you after I confirm the refund first? Maybe you have a way of making sure it actually happens. As of this date and time, I don't see a DOBA credit on my account. Respectfully,
[redacted]
Dear [redacted], Thank you for reaching out and brining up your concerns, we try ti help all our customers have as much success as possible. As I took a look at your account is can see that you placed over 40+ orders with Doba since you began your account. As you are ordering products...
and making sales on your site we are sorry to hear that you are shutting down your website. The good news is that Doba helps you sell products on 3rd party marketplaces. If you are not going to continue your website we would love to help you place products on these third party marketplaces, such as Ebay, Amazon, Rakuten, etc... At his point you still have access if you choose because you did sign up for a year. We see that you have had success and still can if you want, so at this point we will not be refunding your account as your choice to shut down your website is not a cause to close your account with Doba as you can list products other places. We would love to continue providing products for your online business if you decide. We have a great customer support team who is open 7 am - 6 pm MDT, Monday - Friday. Please give us a call and we'll help you anytime. thanks, Doba Support Team
Dear [redacted],In your complaint you mention various topics that I would like to address. Those topics include the value of the service, the length of time of the free trial, the cancellation policy, and the refund policy. These topics are all important and deserve their own consideration. I...
will discuss these topics 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 topic is the length of time of the free trial. Your 7-day free trial started on the day you signed up--Wednesday August 19th--and the seventh and final day was on Tuesday August 25th. The billing went through as scheduled--the day after your free trial ends. This is why it billed the $59.95 on August 26th. That payment provides access to the account up until September 25th.The third and fourth topics you mentioned were the cancellation the refund policies. Those policies is 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. You actually agreed to them a second time when you logged in after the initial sign up. We do that as a reminder.At this point, your account has been set to expire on September 26th. The confirmation number of your cancellation is [redacted]. The access, including support from our Customer Service team, is available to you until that date (9/26/2015).If you need help to utilize your membership, please feel free to contact our Customer Service department. They are available via phone (###-###-####), chat (available in the lower right-hand corner of every logged in page), and email ([redacted]@doba.com or in the “Help Center” section of the account). Hours of operation are 7am to 6pm Mountain Time, Mondays through Fridays except major holidays.Regards,Matt B[redacted]Senior Account ManagerDoba Enterprise
Dear Mr. [redacted],I read through your concerns and it appears that you have a difficult time with your account. I am truly sorry to read that. However, when I reviewed the account, I am showing that you already spoke with us and we issued you a refund for the monthly billing of $59.95. As far as what...
you requested in your complaint, we have already provided that to you.I tried calling you various times to resolve this concern. Of course, if you have a duplicate account or there is some other issue that you haven’t mentioned in your complaint, I would like to address those concerns and help you in any way I can. The voicemails I left you include my contact information so that you can reach me.We wish you success with your business endeavours.Thanks!Matt B[redacted]Senior Account ManagerDoba Enterprise
Mr. [redacted];Thank you for taking the time to reach out to us and inform us of the issues that you are having. I have looked into your issue in detail to see what happened and to get a better understanding. After diving in deeper we have found no records at Doba that indicate you cancelled or wanted to...
cancel. Doba also allows ALL of its customers to cancel their accounts online at ANY time. Our system emails are automated so if your account had been cancelled at anytime you would have an email receipt stating such. However, because our support team couldn't find any evidence of the cancellation they cannot refund you the amount. You had the opportunity to cancel your account online at anytime or reach out to us; we're available via email, by phone or on chat if you're on our website. We understand your frustration and we are sorry that you were in the hospital, we feel that we are being fair offering 3 months refund for he situation. Please let us know if there is anything else that we can do to help. Thanks, Doba
Dear Mr. [redacted],Your desired solution was a refund. The refund was issued as a courtesy as I explained in the last response. The confirmation number is [redacted]. You should see that in your bank account within standard processing--usually 3 to 5 business days. Regardless of what you believe occurred, the exit survey was not opened nor completed. The reason why I gave the refund is because there is no access on the account after the free trial. We were not obligated to refund you; it was simply a courtesy. This case is closed and we will not entertain it further.Regards,Matt B[redacted]Senior Account ManagerDoba Enterprise
Dear Mr. [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 was the value of the service. The second concern was the Lowest Drop Ship Price Guarantee. The third concern was that you...
believe the service does not work at all because you could not sell any products. 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 sources many 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 the Lowest Drop Ship Price Guarantee. This is actually found in our Terms of Use (https://www.doba.com/site/lowest-wholesale-price/). If you go there, you will see the following explanation:Doba works hard to make sure you have access to the best wholesale pricing. We are constantly on the prowl for wholesale suppliers who offer high quality products at the lowest available prices, so you don’t have to shop around for suppliers on your own.To prove our commitment to finding you the lowest and best wholesale prices, we guarantee that our price is the lowest price you can get from any similar service. If you find that another similar drop ship service has a lower price, we’ll reward you (our member) up to $120 in FREE membership.We are serious about making our service the best option available for entrepreneurs, small retailers, and home business owners. We hope our guarantee helps prove that commitment to you.In my experience, we do not provide the $120 worth of free membership without first investigating the listings and/or sales with the supplier. All cases that I have personally seen, not only o we provide the $120 worth of membership (usually 2 months free access), but we also pursue getting the same price for the exact same item, and we have.What is frustrating is that the process is a bit bureaucratic. We require that you tell us where you see the listing, we have to speak with the supplier, make sure that the price is a drop ship wholesale price, not through a coupon or a limited time loss leader, etc., then work out either hiring on the supplier to work with Doba or negotiate out the price with a current supplier in Doba. If the listing legitimately proves the other drop shipper regularly provides the item at a lesser price than Doba’s drop ship wholesale price, we pay out in the form of membership access. The process still continues as we finalize deals with either the new company or the existing company. However in the end, the person benefiting is still you, because we would like you to have a good experience working with us. The third and final concern is that you believe the service does not work because you have not made sales with it. First and foremost, this is extremely subjective. We have retailers that are selling regularly that work very hard to maintain their business. We also have retailers that give a good amount of effort and make some sales. We also have retailers that sell only a handful of items because they do this as a hobby or as a part-time business. There are many other aspects of business beyond sourcing products. One of the biggest contributors to sales is marketing. If your marketing the products to the right people, the right way, then you will see sales. That is not specific to Doba retailers, but a fact of the retail industry.Unfortunately, Doba does not provide marketing or much in the way of marketing education as it is out of the scope of what we offer. The service Doba provides is sourcing drop-ship-able products and tools to help you manage inventory, harvest product data, process orders, and create custom order reports for reconciliation purposes. The Customer Service provided through Doba is to help retailers with those processes or products. It is ultimately your responsibility as a retailer to sell the products.Now, we are still very interested in working with you to utilize your membership. If you are interested in getting more information about our services and their use through a live webinar, you may call into our Customer Service team by dialing ###-###-#### and asking to be registered in the next webinar and we would be more than willing to provide that added support. We also will continue to provide phone, email, and chat support as long as you need it on your lifetime membership.Sincerely,Matt B[redacted]Senior Account ManagerDoba Enterprise
Dear [redacted],We’re sorry to hear about your experiences with Commerce Rocket and Boostability. As you mentioned in your complaint, Doba paid both companies on your behalf to assist you with creating a website and marketing services. Doba did not charge you for these services but in an effort...
to help grow your business we offered them to you free of charge. Unfortunately, both of these businesses changed ownerships and the new owners were not willing to provide these services for Free even though they were paid for up front to the previous ownership. Again, both of these services were provided free of charge to you and if they were still under the same ownership you would still have access. However, businesses change ownership and new owners make decisions on how they want to work with existing customers. However you are not out any monetary funds seeing as we offered this service free of charge. As for your membership with Doba, Doba will continue to honor your 4 lifetime memberships and support you with what you’ve already paid to Doba. You’ll be glad to hear that in the next 6 months, Doba will have a new tool to make it easier for you to list products on Amazon. And shortly following that release, the tool will allow you to easily list on eBay. We will keep you posted on the dates of these tool releases. Also, Doba continues to add new suppliers and new products to our marketplace at no additional charge to you. Check back often to see our new suppliers - some of them you can purchase in bulk for even higher discounts. Thank you for your time and we look forward to helping you be successful.
Dear Mr. [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 was the value of the service. The second concern was the Lowest Drop Ship Price Guarantee. The third concern was the...
cancellation process and 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 [redacted] 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 the Lowest Drop Ship Price Guarantee. This is actually found in our Terms of Use (https://www.doba.com/site/lowest-wholesale-price/). If you go there, you will see the following explanation:Doba works hard to make sure you have access to the best wholesale pricing. We are constantly on the prowl for wholesale suppliers who offer high quality products at the lowest available prices, so you don’t have to shop around for suppliers on your own.To prove our commitment to finding you the lowest and best wholesale prices, we guarantee that our price is the lowest price you can get from any similar service. If you find that another similar drop ship service has a lower price, we’ll reward you (our member) up to $120 in FREE membership.We are serious about making our service the best option available for entrepreneurs, small retailers, and home business owners. We hope our guarantee helps prove that commitment to you.In my experience, we cannot provide you the $120 worth of free membership without being able to investigate the listings or the sales with the supplier. In every case that I have personally seen, not only do we provide the $120 worth of membership (usually 2 months free access), but we also pursue getting the same price for the exact same item, and we have.The third concern is 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 3 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.Looking at the access on the account, you had logged in during your first week of membership. Again, it was your responsibility to request cancellation if you had no intention of continuing with the membership. We will refund $59.95 the billed for the month after you had stopped using the account. 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 account is closed and you are only responsible for the bill of $59.95 that billed on 9/4/2015. The other 2 bills of $59.95 have been refunded to you. We wish you success in your other business endeavors.Thank you!Matt B[redacted]Senior Account ManagerDoba Enterprise
Dear Ms. [redacted],Your Doba account was canceled today and you were refunded the $59.95. It is unfortunate that you felt the need to reach out to us via the Revdex.com to resolve this issue, when in fact we went above our terms of use and resolved it as you asked. The confirmation number for that refund...
is [redacted]. You should see that refund within 3 to 5 business days.Regards,Matt [redacted]Senior Account ManagerDoba Enterprise
Doba
Dear Ms
[redacted],
I have
read your concerns and would like to discuss them in detailI will provide
detailed information about what has occurred on your account as well as Doba
policiesThe major issues at hand, as delineated in your concerns are the
value and use of the Doba membership and Doba's cancellation policy.
The first
topic I would like to discuss is the value and use of the Doba membershipThe
core of your concern is that in your opinion the program didn't work as you
understood and therefore you would like a refundKnowing the value is
important to every aspect of what Doba doesAs 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 easilyThis means that by
starting a membership, you one quickly source a lot of products to sell online
immediatelyThe 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 consumerThe
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 priceIf someone finds a better
price than Doba's wholesale price through another drop shipper, not only will
Doba give that retailer months free of access, Doba will also pursue getting
the same price for that exact item.
Lastly,
Doba provides tools necessary to help quickly and efficiently list and sell
items on hundreds of shopping channelsThe tools include the Elite Seller
Report, Data Export Tool, published and archived Education, and live webinars
Doba provides live, in house, Customer Service hours a day, Mondays through
Fridays via phone, chat, and email.
The
second topic is the cancellation policy that Doba has establishedIt is
effective the day of and is not retroactiveThis means that if an account has
been billed for a month of access before one requests cancellation, the
cancellation stops the recurring or following billingThis is delineated in
Doba's Terms of Use (https://www.doba.com/site/terms/)
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 1stIf 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
monthYou must cancel or change your subscription before the next Billing
Cycle Date to avoid additional chargesWhen you cancel your subscription, your
access to the Doba site is terminated beginning on the account's next Billing
Cycle Date.
This
cancellation policy is echoed in the section entitled "Cancellation":
You may cancel your subscription to Doba
during regular business hours, Monday through Friday 7:AM to 7:PM,
Mountain Time, by calling [redacted]We do not provide refunds or credits
for an partial-month or year subscription periods.
We recommend
that you take advantage of your membership, listing items for sale online
Customer Service can help you to that endThey are available from 7am to 7pm
Mountain Time, Mondays through Fridays, except for major holidaysThe phone
number is [redacted]The email address is [redacted]@doba.com
The chat option is available in the logged in account, under the "Help Center"
section in the upper right-hand corner of the account.
Regards,[redacted]
[redacted]Senior
Account ManagerDoba
Enterprise
4/30/
Complaint
I signed up for a free day trial offerI was not satisfied with the serviceI cancelled within the day period, however I was still billed $from my checking accountI called and spoke with a customer service representative names [redacted] who was unable to assist meHe then transferred the
call to his supervisor named [redacted][redacted] informed me that he would also be unable to refund the money to my accountI would like my money refunded
Desired Resolution
I would like the money refunded
Consumer Business Dialog
Ms. [redacted] willingly signed up for a free trial with Doba on 2018-02-18. All Doba free trials require a credit card validation in order to be successfully activated. Ms. [redacted]'s card was authorized for $1.00 to verify that the account is indeed active, but no charges were ever made....
The $1.00 amount was never withdrawn from her bank account. Additionally, all free trials are set to our Advanced plan by default, which is our most common, middle plan. This means that normally, after the free 14 days, they are charged a monthly fee of $69.00. As stated, there is no charge during the 14 days of the free trial and our customers are able to request a downgrade/upgrade during that time if they wish to be on a different subscription level.I reached out to Ms. [redacted] on 2018-02-20 after she emailed in and left a voicemail. You can view the email she sent in as well as my response and our communication after that. I have also reached out to her to request her to remove the complaint, since we explained the situation and why she was confused about the $1.00 auth charge, and she was satisfied with the response:Doba Company Contact Usno-reply([email protected])To <[email protected]>Feb 20 20181:29 PMName: [redacted]Email: [redacted]Phone: [redacted]Comments:I put in a request a couple of days ago to cancel my Doba account due to unauthorized charges. I still have not received a confirmation. I signed up for the 14-day free trial and was put on your advanced plan at $69 and charged $1 on my credit card for reasons unknown.I requested confirmation that my account has been cancelled and have not heard from anyone.None of your phone numbers seem to be working. the [redacted] referred callers to the following numbers that, according to the recording, are not working: 877-824-1485 and 877-321-8622.If I don't hear from someone tomorrow I'm going to file a report with the Revdex.com.SFeb 20 20182:37 PMSamantha([email protected])To [redacted], Thank you for contacting us. Doba is not open on the weekends and we were also closed on Monday for President's Day, which is why you had not received a response from us. You will also get better results from contacting [email protected] instead of [email protected] (this email is not meant to receive messages). Our correct number is 877-321-3622, it looks like you were one digit off.The account under retailer ID 5488623, associated to your email [redacted] shows it has already been canceled (you chose to cancel and filled out our exit survey). Your account will not be charged or renewed, but you will have access until 2018-03-03, at which time your account will expire. There are no charges on your account. The $1.00 you are referring to is simply an authorization to verify that the card on file is active. This is required for anyone to sign up for Doba (again, this is not a charge, just a bank authorization). Your account will not be charged again unless you choose to renew the service. Thanks,MFFeb 20 20182:47 PM[redacted])To Support <[email protected]>Okay, thank you for getting back to me.On Tuesday, February 20, 2018, 4:37:57 PM EST, Support <[email protected]> wrote:SFeb 21 201810:40 AMSamantha([email protected])To [redacted], We received a message of a complaint on the Revdex.com from you. Since I have already explained your situation and given you a valid and timely resolution, I believe it would be fair for you to remove that complaint. Please confirm if you would be willing to take back your complaint.Please advise, Please let us know if there is any additional information you need from Doba regarding this complaint. Thank you,
Dear Mr. S[redacted],Your Doba account was started on a 7-day free trial on 7/26. Including that date your 7-day free trial extended to 8/2. That date was a Sunday and it is true that we were not available via chat or phone. During the 7-day free trial, you can actually cancel your account by...
clicking on the "Need to cancel your account" link found within the "My Account" section of your Doba account. That is available 24 hours a day, 7 days a week. We do that so that the trial can be used to the full extent. Unfortunately, you did not click on that link, nor did you cancel your account until after the billing went through.Our cancellation policy is not retroactive. The cancellation on your account is effective only when you communicate it. We only know that you want to cancel the account if you communicate it with us--either calling us or canceling the account via the link in the "My Account" section of your Doba account. Without doing that, we do not know if you want to cancel your account. We were only made aware that you wanted to cancel the account on Monday 8/3. The representative you spoke with and communicated the cancellation request with not only canceled your account renewal, but also provided a confirmation number ([redacted]).Your Doba account is available to you until September 1st. The 30-day account access was purchased and may be used. We would recommend using the account for its intended purpose: helping you to list products for sale online. Your profits can be kept and pay off your Doba membership. While you have access, you can take advantage of the Customer Service resource. They are available via phone ([redacted]), email ([redacted]@doba.com), and chat (in the lower right-hand corner of the logged in Doba account).Regards,Matt B[redacted]Senior Account ManagerDoba Enterprise
Dear Mr. [redacted], I read through your complaint and I would like to address your concerns. Your concerns include the sign up of your account, the call with the Doba sales representative, the cancellation process, and the refund process. I will address these concerns below.You started your 7-day...
free trial on 3/24/2016. Your phone call with the sales rep was after you already started, on 3/25/2016. He called with the intent to provide you a service at a discounted rate. Regardless of the call with the Doba sales representative, your free trial was set to auto-bill at the end of the 7-day free trial period; on 3/31/2016 the account was set to bill you for the monthly account service. Because you did not communicate your desire to cancel the account, it billed you for that monthly account service.Fortunately, I have refunded that $59.95 bill and the confirmation number is [redacted]. Please be aware that refund usually have a processing time of 3-5 business days and occasionally longer--depending on the financial institution.The cancellation process is provided in two ways: via the account in the billing section or via phone by dialing ###-###-#### and speaking with a Customer Service representative. This is done so that Doba can confirm that the account holder is canceling the account.The refund policy as stated in our terms of use is listed as follows: For automatic renewals: 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.For Doba memberships purchased over the phone: YOU, THE BUYER, MAY CANCEL THIS CONTRACT AT ANY TIME PRIOR TO MIDNIGHT OF THE THIRD BUSINESS DAY AFTER THE DATE OF THE TRANSACTION OR RECEIPT OF THE PRODUCT, WHICHEVER IS LATER. All requests must be in writing, and must be postmarked or electronically date stamped within the cancellation period. All requests for cancellation must be sent via traditional mail to 3401 N Thanksgiving Way Suite 150 Lehi, UT 84043. Now, I would like to return to the topic of signing up for the free trial. Like most services, potential users tend to sign up for a free trial so that they can test out the service and see what it is capable of as well as see if it is a good fit for them. I imagine that you signed up with that intent as well. However, looking at your account, you only have 2 logins and there is very little use at all. We would be interested in giving you another opportunity to use the service, but this time, I would like to offer you a 2 week free trial. If you call in to our Customer Support team and request that 2 week free trial, it is noted on your account so that any rep can provide it to you. Our phone number is ###-###-####.Thanks!Matt B[redacted]Senior Account ManagerDoba Enterprise
Revdex.com:
If the money is refunded into my account within 3-5 business days I will be satisfied. However, in my dealings with DOBA, I am reluctant to close the case until I have seen evidence of that refund. May I contact you after I confirm the refund first? Maybe you have a way of making sure it actually happens. As of this date and time, I don't see a DOBA credit on my account. Respectfully,
[redacted]