Thank you for the opportunity to respondI feel terrible that my customer never got to access the online monthly subscription program that he signed up forAs soon as he let me know, I refunded his money - before I learned of this complaintI'm sad that he didn't get to experience the program and wish I knew about it soonerI would have promptly addressed it as is our practiceWe turn around customer service inquiries in hoursI'm very proud of this program and love all the positive reviews that I've received - if he got his sign in credentials he would have experienced a step by step system - based on the science of habits, mindfulness, and addiction - that helps men break freeThe program that he never got to see contains over videos, a page workbook, exercises, a community forum monitored by a professional coach, and group coaching calls per weekWe are adding a third in OctoberUpon researching this customers issue, It seems he never received the login credentialsI wish I knew whyI have confirmed through my system that the login credentials were sent to the email address provided - maybe it went to spam (this totally bums me out because we set up a special email account with some tech stuff on the back end to keep it out of spam) - but he says he never got them - I take people at their wordIn addition, I confirmed that the customer was sent a receipt for his transaction, a notice that he would be billed again, a receipt for that transaction, and over emails from me specifically announcing the two group coaching calls per week that we holdThe one thing I didn't do though was monitor the login count for all new customers - and then reach out to those who haven't logged in after a reasonable period of timeTo prevent this from happening again, I have initiated a process going forward where someone on my team is going to review the data monthly and reach out to these customers who never logged in to see if there is any problemI wasn't able to make this customer happy but I'm grateful for the opportunity to improve others's experience going forwardUnfortunately, I can't fix problems I don't know aboutIf I knew promptly at the time of purchase or anytime in the days following that this customer was enrolled in the program and couldn't log in I would have told him to check his spam folder or helped him in another wayI state four times in the checkout process that this program is a monthly subscription but I'm going to review it again and againTo make it even clearer we added language to the check out page that reinforces thisI wish this customer well in his journey [redacted] ***
Thank you for the opportunity to respond. I feel terrible that my customer never got to access the online monthly subscription program that he signed up for. As soon as he let me know, I refunded his money - before I...
learned of this complaint. I'm sad that he didn't get to experience the program and wish I knew about it sooner. I would have promptly addressed it as is our practice. We turn around customer service inquiries in 24 hours. I'm very proud of this program and love all the positive reviews that I've received - if he got his sign in credentials he would have experienced a step by step system - based on the science of habits, mindfulness, and addiction - that helps men break free. The program that he never got to see contains over 35 videos, a 175 page workbook, 40 exercises, a community forum monitored by a professional coach, and 2 group coaching calls per week. We are adding a third in October. Upon researching this customers issue, It seems he never received the login credentials. I wish I knew why. I have confirmed through my system that the login credentials were sent to the email address provided - maybe it went to spam (this totally bums me out because we set up a special email account with some tech stuff on the back end to keep it out of spam) - but he says he never got them - I take people at their word. In addition, I confirmed that the customer was sent a receipt for his transaction, a notice that he would be billed again, a receipt for that transaction, and over 20 emails from me specifically announcing the two group coaching calls per week that we hold. The one thing I didn't do though was monitor the login count for all new customers - and then reach out to those who haven't logged in after a reasonable period of time. To prevent this from happening again, I have initiated a process going forward where someone on my team is going to review the data monthly and reach out to these customers who never logged in to see if there is any problem. I wasn't able to make this customer happy but I'm grateful for the opportunity to improve others's experience going forward. Unfortunately, I can't fix problems I don't know about. If I knew promptly at the time of purchase or anytime in the 60 days following that this customer was enrolled in the program and couldn't log in I would have told him to check his spam folder or helped him in another way. I state four times in the checkout process that this program is a monthly subscription but I'm going to review it again and again. To make it even clearer we added language to the check out page that reinforces this. I wish this customer well in his journey. [redacted]
Consumer states that he has received his refund and considers the matter resolved
Thank you for the opportunity to respondI feel terrible that my customer never got to access the online monthly subscription program that he signed up forAs soon as he let me know, I refunded his money - before I learned of this complaintI'm sad that he didn't get to experience the program and wish I knew about it soonerI would have promptly addressed it as is our practiceWe turn around customer service inquiries in hoursI'm very proud of this program and love all the positive reviews that I've received - if he got his sign in credentials he would have experienced a step by step system - based on the science of habits, mindfulness, and addiction - that helps men break freeThe program that he never got to see contains over videos, a page workbook, exercises, a community forum monitored by a professional coach, and group coaching calls per weekWe are adding a third in OctoberUpon researching this customers issue, It seems he never received the login credentialsI wish I knew whyI have confirmed through my system that the login credentials were sent to the email address provided - maybe it went to spam (this totally bums me out because we set up a special email account with some tech stuff on the back end to keep it out of spam) - but he says he never got them - I take people at their wordIn addition, I confirmed that the customer was sent a receipt for his transaction, a notice that he would be billed again, a receipt for that transaction, and over emails from me specifically announcing the two group coaching calls per week that we holdThe one thing I didn't do though was monitor the login count for all new customers - and then reach out to those who haven't logged in after a reasonable period of timeTo prevent this from happening again, I have initiated a process going forward where someone on my team is going to review the data monthly and reach out to these customers who never logged in to see if there is any problemI wasn't able to make this customer happy but I'm grateful for the opportunity to improve others's experience going forwardUnfortunately, I can't fix problems I don't know aboutIf I knew promptly at the time of purchase or anytime in the days following that this customer was enrolled in the program and couldn't log in I would have told him to check his spam folder or helped him in another wayI state four times in the checkout process that this program is a monthly subscription but I'm going to review it again and againTo make it even clearer we added language to the check out page that reinforces thisI wish this customer well in his journey [redacted] ***
Consumer states that he has received his refund and considers the matter resolved.
Thank you for the opportunity to respond. I feel terrible that my customer never got to access the online monthly subscription program that he signed up for. As soon as he let me know, I refunded his money - before I...
learned of this complaint. I'm sad that he didn't get to experience the program and wish I knew about it sooner. I would have promptly addressed it as is our practice. We turn around customer service inquiries in 24 hours. I'm very proud of this program and love all the positive reviews that I've received - if he got his sign in credentials he would have experienced a step by step system - based on the science of habits, mindfulness, and addiction - that helps men break free. The program that he never got to see contains over 35 videos, a 175 page workbook, 40 exercises, a community forum monitored by a professional coach, and 2 group coaching calls per week. We are adding a third in October. Upon researching this customers issue, It seems he never received the login credentials. I wish I knew why. I have confirmed through my system that the login credentials were sent to the email address provided - maybe it went to spam (this totally bums me out because we set up a special email account with some tech stuff on the back end to keep it out of spam) - but he says he never got them - I take people at their word. In addition, I confirmed that the customer was sent a receipt for his transaction, a notice that he would be billed again, a receipt for that transaction, and over 20 emails from me specifically announcing the two group coaching calls per week that we hold. The one thing I didn't do though was monitor the login count for all new customers - and then reach out to those who haven't logged in after a reasonable period of time. To prevent this from happening again, I have initiated a process going forward where someone on my team is going to review the data monthly and reach out to these customers who never logged in to see if there is any problem. I wasn't able to make this customer happy but I'm grateful for the opportunity to improve others's experience going forward. Unfortunately, I can't fix problems I don't know about. If I knew promptly at the time of purchase or anytime in the 60 days following that this customer was enrolled in the program and couldn't log in I would have told him to check his spam folder or helped him in another way. I state four times in the checkout process that this program is a monthly subscription but I'm going to review it again and again. To make it even clearer we added language to the check out page that reinforces this. I wish this customer well in his journey. [redacted]