G/O Digital Marketing

Mr [redacted] - we greatly appreciate you bringing this to our attention At G/O Digital, our client's success is our main focus and are disappointed that the email campaign we launched on your behalf did not produce the results you expected Moving forward, we will work with our consultants to ensure we set better expectations on campaign performance We have issued you a full refund of $ You can expect to see the return within 5-business days Again, we appreciate your business and hope we can explore another strategy that will be a better fit given your business goalsThanks! G/O Digital

Dear [redacted],We apologize if you felt there was any delay in your email blast.  According to our records, the email was in fact sent, with your approval, on December 17, 2015.  The communication in the attached documents show that we developed, launched and monitored the results for your...

campaign, and received approval from you on December 17, 2015 at 1:09 PM.  At G/O Digital, we pride ourselves on developing email campaigns that pass all quality standards.  The delay you may experienced could have been due to our quality assurance process, where we test links, deliverability, as well as convert the design to HTML so that it is responsive for all mobile devices.  There were also revisions that took place, which causes delay. As you can see from the Performance report, we sent your email message on December 17, 2015 to 10,000 recipients.  From that email, 1,244 opened the email and 126 clicks were generated, giving a click through rate of 1.26%.  When looking at industry specific benchmarks on performance, the average click rate for the Med Spa industry is 1.76%.  We fell just short of this, but keep in mind, that this is the first time that your recipients are seeing this message, so performance usually improves as consumers become more aware of your brand and are exposed to more advertisements of your brand.  Because the campaign was designed, delivered and experienced overall good performance, we will not be issuing a refund.  Payment was received on 12/7/2015, and we sent the email out on 12/17/2015.  According to the SLA that you signed, there was an 8 business day SLA once payment is received, and that doesn't include time for revisions.  According to our records, there were revisions involved, such as a change to the subject line.  This caused the one day delay beyond our 8 day SLA, as the campaign was launched on the 9th business day.  Thank you,G/O Digital

Mr. [redacted] - we greatly appreciate you bringing this to our attention.  At G/O Digital, our client's success is our main focus and are disappointed that the email campaign we launched on your behalf did not produce the results you expected.  Moving forward, we will work with our...

consultants to ensure we set better expectations on campaign performance.  We have issued you a full refund of $1500.  You can expect to see the return within 5-7 business days.  Again, we appreciate your business and hope we can explore another strategy that will be a better fit given your business goals. Thanks!  G/O Digital.

Dear [redacted],
We apologize if you felt there was any delay in your email blast.  According to our records, the email was in fact sent, with your approval, on December 17, 2015.  The communication in the attached documents show that we developed, launched and monitored the results...

for your campaign, and received approval from you on December 17, 2015 at 1:09 PM.  At G/O Digital, we pride ourselves on developing email campaigns that pass all quality standards.  The delay you may experienced could have been due to our quality assurance process, where we test links, deliverability, as well as convert the design to HTML so that it is responsive for all mobile devices.  There were also revisions that took place, which causes delay. As you can see from the Performance report, we sent your email message on December 17, 2015 to 10,000 recipients.  From that email, 1,244 opened the email and 126 clicks were generated, giving a click through rate of 1.26%.  When looking at industry specific benchmarks on performance, the average click rate for the Med Spa industry is 1.76%.  We fell just short of this, but keep in mind, that this is the first time that your recipients are seeing this message, so performance usually improves as consumers become more aware of your brand and are exposed to more advertisements of your brand.  
Because the campaign was designed, delivered and experienced overall good performance, we will not be issuing a refund.  Payment was received on 12/7/2015, and we sent the email out on 12/17/2015.  According to the SLA that you signed, there was an 8 business day SLA once payment is received, and that doesn't include time for revisions.  According to our records, there were revisions involved, such as a change to the subject line.  This caused the one day delay beyond our 8 day SLA, as the campaign was launched on the 9th business day.  
Thank you,
G/O Digital

Thank you so much for providing us with further details about your experience with G/O Digital.  We take this feedback very seriously, and apologize that your interaction was less than satisfactory.  At this time, we have issued the Visa credit card on file with a full refund of $1,100.  Your credit card should reflect a refund within 3-5 business days.  Again, we apologize for the miscommunication on our end.  Thank you!

Mr. [redacted] - we greatly appreciate you bringing this to our attention.  At G/O Digital, our client's success is our main focus and are disappointed that the email campaign we launched on your behalf did not produce the results you expected.  Moving forward, we will work with our...

consultants to ensure we set better expectations on campaign performance.  We have issued you a full refund of $1500.  You can expect to see the return within 5-7 business days.  Again, we appreciate your business and hope we can explore another strategy that will be a better fit given your business goals. Thanks!  G/O Digital.

Revdex.com 

4428 North 12th Street

Phoenix, AZ  85014

G/O Digital, a [redacted] Company, would like to respond to the following complaint ID#: [redacted].

On May 9, 2014, J[redacted] of [redacted] contacted G/O Digital...

inquiring about Pay-Per-Click (PPC) advertising.  On May 13, 2014, a contract was signed between Mr. [redacted] and G/O Digital.  Within the Terms and Conditions, Section 8, Billing/Payment, it states that “Customer’s first month of advertising will be billed to the Customer’s credit card, debit card, or bank account within 48 business hours of the signed Agreement date.”  Prime Lending was billed pursuant to these Terms and Conditions.  

Also within the Terms and Conditions of this contract, it states, “Customer will have the opportunity to review and approve all PPC campaigns prior to Launch Date.”  Mr. [redacted] was sent the [redacted] for his PPC ads to review and approve on May 19, 2014.  Upon review, Mr. [redacted] was not satisfied with the [redacted] design and requested to cancel his service.  The standard process when a customer is not satisfied with a design/layout is to make updates until approval is received.  Unfortunately, G/O Digital was not permitted to complete these revisions prior to cancellation of the service.

G/O Digital places customer satisfaction as a primary objective.  Mr. [redacted] requested that he receive a refund on May 19, 2014 and on Friday, May 23, 2014, a full refund was provided.  G/O Digital apologizes if there was any confusion regarding the Terms and Conditions, and any subsequent processes prior to the launch of [redacted]’s PPC advertising.  G/O Digital believes his unsatisfactory experience has been rectified since lodging the complaint with the Revdex.com.

I am aware of that and from the day the e-mail blast was sent which was Dec 17th, I was told that we are waiting on VP approval and will make it upto you by sending another blast.  This is the director calling me to apologize as the team would take for ever to respond.  I had to e-mail, call, text several times to have that e-mail sent before the holidays.  Looks like there has been some communication gap within your company as I have several texts and voicemail from your company informing me that we are working on getting you another e-mail blast as we send the e-mail too late and the team took forever to respond back on the e-mail.  I not agree with your response as I did not receive what I promised.  Please communicate internally with Kimberly Giannetti (Houston) and Kevin her leader.  They agreed that due to the delay you did not see any results and they are waiting on their VP approval.

Review: This is one of the most un professional companies i've worked with. I inquired with them about PPC. The sales person I dealt with took my credit card information and said nothing would happen until I approved the landing page. The landing page looked like it was made 15 years ago it was horrible. I told them I didn't want to move forward they tried to sell me on how it doesnt matter about the landing page and they've been doing this for years but the page was so bad I couldnt continue with them. They ended up charging my card $1,500!!!!! Without any service being performed. I asked to speak with a supervisor his name is [redacted]. I e-mailed him and called him with a response. It's absolutely ridiculous. I'm now paying interest on the $1,500 charged to my card. They also charge 30% per PPC which is a huge rip off. If i'm paying that much money your customer service better be SPOT ON and the creative side for building the landing page better be the best in the business. I want my money back asap!Desired Settlement: Give me my $1,500 back. You preformed no service whatsoever. The card should not have been charged until I agreed to the landing page.

Business

Response:

Revdex.com

4428 North 12th Street

Phoenix, AZ 85014

G/O Digital, a [redacted] Company, would like to respond to the following complaint ID#: [redacted].

On May 9, 2014, J[redacted] of [redacted] contacted G/O Digital inquiring about Pay-Per-Click (PPC) advertising. On May 13, 2014, a contract was signed between Mr. [redacted] and G/O Digital. Within the Terms and Conditions, Section 8, Billing/Payment, it states that “Customer’s first month of advertising will be billed to the Customer’s credit card, debit card, or bank account within 48 business hours of the signed Agreement date.” Prime Lending was billed pursuant to these Terms and Conditions.

Also within the Terms and Conditions of this contract, it states, “Customer will have the opportunity to review and approve all PPC campaigns prior to Launch Date.” Mr. [redacted] was sent the [redacted] for his PPC ads to review and approve on May 19, 2014. Upon review, Mr. [redacted] was not satisfied with the [redacted] design and requested to cancel his service. The standard process when a customer is not satisfied with a design/layout is to make updates until approval is received. Unfortunately, G/O Digital was not permitted to complete these revisions prior to cancellation of the service.

G/O Digital places customer satisfaction as a primary objective. Mr. [redacted] requested that he receive a refund on May 19, 2014 and on Friday, May 23, 2014, a full refund was provided. G/O Digital apologizes if there was any confusion regarding the Terms and Conditions, and any subsequent processes prior to the launch of [redacted]’s PPC advertising. G/O Digital believes his unsatisfactory experience has been rectified since lodging the complaint with the Revdex.com.

Review: G/O Digital received payment for but never delivered. In the three short months that we paid G/O digital to market our Company they didn't do anything. We had been passed from Account managers to new account managers do to G/O digital not being able to keep account managers on staff. None of the account managers ever made contact to start our Marketing campaign. I was only ever contacted when the account was passed to new. In three months that this supposed Marketing Team was to manage this account they never even verified the business on google even though the verification code was given to them week one.Desired Settlement: I have cancelled the contract and requested refund in writing after speaking with account representative. This was all done in 06/12/2015. Termination Letter and all e-mail correspondence. This was all sent to Republic Media.

This company continues to charge me for a service despite cancelling with them. I have received confirmation that my website was taken down (and it was) but this company continues to charge me $49 for hosting. I have sent emails and called and no replies. The operator refuses to give me a name or someone I can talk to about getting a credit. In the meantime, I have had to cancel my credit card, file a dispute with the bank which is very inconvenient. DO NOT do business with this company. Their service is very expensive and once they sell you, its virtually impossible to find someone to help you after the fact.

Review: Company promised me that I will have my e-mail blast go on a certain date before the holidays. They delayed my e-mail blast for no reason and just took their time. I had asked to speak to their leader and he called me and said he is sorry and will do something to makeup for this as this e-mail blast will not have any impact. I agreed and he said he is waiting for their VP approval. This was back in December and now its Feb 8th and I am still waiting for the VP approval. I have asked them several times and requested to do something before valentine...looks like I have past that date too. I was really looking for a good marketing team for my company that can help me grow. Here I am spending more time texting and calling them than getting any revenue. Being a small company, I trusted them and its a lot of money for me to be given to see some results. I am very disappointed with them and at this point given up hope from them. I would ask everyone to Beware as they do not keep their word.Desired Settlement: I would like my money back that I paid for the entire campaign.

Business

Response:

Dear [redacted],We apologize if you felt there was any delay in your email blast. According to our records, the email was in fact sent, with your approval, on December 17, 2015. The communication in the attached documents show that we developed, launched and monitored the results for your campaign, and received approval from you on December 17, 2015 at 1:09 PM. At G/O Digital, we pride ourselves on developing email campaigns that pass all quality standards. The delay you may experienced could have been due to our quality assurance process, where we test links, deliverability, as well as convert the design to HTML so that it is responsive for all mobile devices. There were also revisions that took place, which causes delay. As you can see from the Performance report, we sent your email message on December 17, 2015 to 10,000 recipients. From that email, 1,244 opened the email and 126 clicks were generated, giving a click through rate of 1.26%. When looking at industry specific benchmarks on performance, the average click rate for the Med Spa industry is 1.76%. We fell just short of this, but keep in mind, that this is the first time that your recipients are seeing this message, so performance usually improves as consumers become more aware of your brand and are exposed to more advertisements of your brand. Because the campaign was designed, delivered and experienced overall good performance, we will not be issuing a refund. Payment was received on 12/7/2015, and we sent the email out on 12/17/2015. According to the SLA that you signed, there was an 8 business day SLA once payment is received, and that doesn't include time for revisions. According to our records, there were revisions involved, such as a change to the subject line. This caused the one day delay beyond our 8 day SLA, as the campaign was launched on the 9th business day. Thank you,G/O Digital

Consumer

Response:

I am aware of that and from the day the e-mail blast was sent which was Dec 17th, I was told that we are waiting on VP approval and will make it upto you by sending another blast. This is the director calling me to apologize as the team would take for ever to respond. I had to e-mail, call, text several times to have that e-mail sent before the holidays. Looks like there has been some communication gap within your company as I have several texts and voicemail from your company informing me that we are working on getting you another e-mail blast as we send the e-mail too late and the team took forever to respond back on the e-mail. I not agree with your response as I did not receive what I promised. Please communicate internally with Kimberly Giannetti (Houston) and Kevin her leader. They agreed that due to the delay you did not see any results and they are waiting on their VP approval.

Business

Response:

Thank you so much for providing us with further details about your experience with G/O Digital. We take this feedback very seriously, and apologize that your interaction was less than satisfactory. At this time, we have issued the Visa credit card on file with a full refund of $1,100. Your credit card should reflect a refund within 3-5 business days. Again, we apologize for the miscommunication on our end. Thank you!