Retail Marketing Academy

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] This company could have prevented the escalation on many different occasions If I make a mistake with my customers I don't insult them - I just provide the service they paid for All she had to do was allow access to the training but instead she cancelled my password The password only works from one computer If you try on your work - it does not work I'm sorry she can't take constructive criticism and she insists on having an obscure checkmark to mislead customers into a discount She should fix her software so a checkbox is not required - you just have to input the password as her written instructions tell you to do There is no mention of a requirement to check a box In the mean time I have found that Shopify offers this training for free to its customers but she does not want people to know that She also provides incorrect information in her commercial

We received your correspondence regarding a complaint ID [redacted] filed by [redacted] *** [redacted] said that we did not respond to her request for a refundI have forwarded the email below where we responded to [redacted] via email less than hours after she emailed us [redacted] responded to our email, as you can see below, so we know she received our response regarding our refund policy [redacted] did file a chargeback with her bank and the bank found in our favor because we clearly outline our refund policy in three ways: In our webinarsHere's a link to the webinar [redacted] attended, we go over the refund policy at around the hour minute mark: [redacted] On our sales page, where [redacted] signfor our training program: [redacted] In the User Agreement [redacted] agreed to before she was able to complete checkout: [redacted] still has access to our training and receives updates via email for all of our Group Coaching Calls We wish her the very best, and we are here to support her so that she can make the most of the training she purchased Thanks so much, [redacted] Retail Marketing Academy You really need to return my moneyI don't really care about your return policy If you do not return my money I will contact my bank and see what I need to do to have it returned to me I WANT MY MONEY BACK NOW, I AM NOT A HAPPY CUSTOMER!!! Sent from my T-Mobile 4G LTE Device Sent from my T-Mobile 4G LTE Devic Thanks so much for enrolling in the Unleashed program We do have a 48-hour return policySo unfortunately the time period for the refund expired on April 26, As a reminder, the training is constantly updated to ensure you are up-to-date on the latest features and functionality available for Facebook ads and email marketing If you need any help or have other questions, please let me know! Thanks so much, [redacted] : [redacted] , Please return the money that I paid you if This is not something we can use for our business Please return thisone immediately Thank you, from my T-Mobile 4G LTE Device Hi there, [redacted] ! Our next Group Q&A Call is scheduled for next week, but due to a scheduling conflict, we are going to have to do things a bit differently! I will be recording the call for next week, so please reply to this email with your questions by tomorrow (Thursday, April 30th) at noon EasternI will record all the questions, and their answers, and make the call available in the Online Learning Portal on Friday I'm looking forward to your questions! [redacted] If you wish to stop receiving our emails or change your subscription options, please Manage Your SubscriptionRetail Marketing Academy [redacted] ***

My name is *** *** and I am the owner of the Retail Marketing AcademyI just received a letter from you referencing Complaint ID: ***
*** *attended one of our free
webinars on Monday, August At the end of the webinar, she decided to purchase our online training programDuring the webinar, we extended a discount code that customers could enter to receive a $discount on the purchase of the programI showed attendees twice on screen how to enter the coupon code directly (you have to push the standard checkmark/apply button to enable the system to apply the discount code to the order)All the other customers on the webinar purchased the training during that webinar and were able to use the discount code correctlyI have attached a screenshot that shows payments made, including ***'s, during the webinar.
I would also like to point out that ***'s own website also requires customers to click an Apply button before they are able to check outThis is standard across all websitesIt's not a scam tactic we use to inconvenience our customers(Here's a link to ***'s checkout screen: https://checkout.shopify.com/2212890/checkouts/ccfb9676b80ea76b915ec6de017ae481)...⇄ is the link to the replay of the webinar *** attended, during which I detailed how to apply the discount code correctly...twice (I go over the discount at the 1:22:mark): http://www.onlinemeetingnow.com/seminar/?id=qzy2lgwsbeAs soon as *** emailed us to tell us that she had not received the discount, I immediately refunded her the $We emailed her and sent her screenshots to show that we refunded herI have also attached the screenshot to this email.*** received her login information for the training immediately after she purchased, and was able to log in three times (I will forward you a chain of emails regarding her login...and in those emails she references her successful logins)So, we absolutely did not "take" her money and not give her access to the training modulesWe refunded her immediately and sent her screenshots to show her that we had.When *** signfor our program, she was given a free upgrade to our Accelerator program, which includes access to our Closed Facebook Group and our bi-weekly Group Coaching Calls(Here's a link to our sales page that details the packages: http://retailmarketingacademy.com/unleashed)During this week's Group Coaching Call (this is the webinar to which she referred in her complaint), *** reported that she was having issues staying connected to the webinar hosted through GoToWebinar (I will forward the chain of emails between our support staff and *** regarding her connectivity issues)We had other people on the call, without issue, but *** said she couldn't maintain her connectionSo, our support staff gave her some recommendations on what could be causing the issue (her computer didn't have enough available resources, poor internet connection, browser issues, etc.)Despite her issues, *** was able to submit several questions during the hour long call, and I answered each of them. Here's the link to that call: http://s3.amazonaws.com/kajabi-panda-production/e24c6d67db0159ef481deaa348a62268...⇄ /> In addition to Group Coaching Calls, members like *** that signed up for the program were upgraded to our Accelerator Package, free of charge, which gives them access to our Close Facebook GroupWe approve members within 48-hours, as outlined in our emails regarding the upgrade*** insisted that we change our policy and let her into the Group early so she could decide if she wanted to stick with the program or request a refundHer reasoning was that she thought from the Group Coaching Call the previous day that our other members seemed to be "novices." (Again, these are her words verbatim, as evidenced in the correspondence I'm forwarding to you.) We told her that we would approve her request to join the Group within hoursShe continued to email, to challenge our policies, which were clearly outlined in emails we sent to her after purchase.We received no fewer than antagonistic emails from *** since she purchased on MondayI will forward all of these emails to youWe have maintained professionalism and kindness toward ***, but on Wednesday it became apparent to us that she had no intention of actually working through the training, but was instead intent on constantly challenging and bullying myself and our support staff via emailAs an absolute last resort, I sent her an email Wednesday morning explaining that I felt the program was not a good fit and that I had refunded her the remaining $she paid for the program, wishing her the best in her business(I am attaching screenshots of that refund to this email, as well.) And, regarding the refunds...we told *** the refunds had been issuedWe even sent her screenshots to help reassure herAnd she did have access to the training for hours (she purchased on Monday morning, and I removed her access on Wednesday morning)She chose not to use those hours to work through the program, but instead to email and bully relentlessly.
*** continued to send aggressive emails, and then called my personal cell phone to voice her frustration (how she found this number, I have no idea)I talked to her calmly for minutes (she was not so calm), and she finally hung up on me and said she was going to "make me pay for all the time I had cost her."
We have over 4,members in our Retail Marketing Unleashed program and this is literally the first time we've ever had anyone write a negative review like thisWe are beyond dedicated to customer service. We work hard and are very dedicated to helping small business owners (please see attached screenshot from just a few comments in our Closed Group). This business is just myself and two customer support staff membersWe work very, very hard to answer customer emails quicklyNo one in our industry is more dedicated to customer serviceWe are there for our customers 24/7.We receive multiple emails every day from customers thanking us for our fast responses and our dedication to themI've included links to a few video testimonials below, and screenshots of some additional testimonials from FacebookAs I'm sure you are aware, businesses without brick-and-mortar locations do not have access to Facebook's organic Reviews feature...and that's why we don't have it on our business pageBut you are welcome to take a look at our page, and see what others are posting about us: https://www.facebook.com/RetailMarketingDiva?fref=ts
Again, I will be forwarding you all of the emails we have received from ***On Wednesday, I blocked her emails from our serversThey were becoming increasingly threatening and upsetting to myself and our support staffWhat I find most concerning is that *** isn't complaining about our level of service or of the quality of our programShe is intent on bullying us to give in to her demands, from joining the Group earlier than any of the other members to demanding that we give her access to the program after we told her it wasn't a good fit for her.
I'm happy to provide any additional information or details that you might needFeel free to call me directly,as well, if that helps: ###-###-####
Thank you!
***
Video Testimonials
*** ***
Special Education Curriculum Specialist, Special Needs for Special Kids

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
 
 
 This company could have prevented the escalation on many different occasions.  If I make a mistake with my customers I don't insult them - I just provide the service they paid for.   All she had to do was allow access to the training but instead she cancelled my password.  The password only works from one computer.  If you try on your work - it does not work.    I'm sorry she can't take constructive criticism and she insists on having an obscure checkmark to mislead customers into a discount.   She should fix her software so a checkbox is not required - you just have to input the password as her written instructions tell you to do.  There is no mention of a requirement to check a box.     In the mean time I have found that Shopify offers this training for free to its customers but she does not want people to know that.   She also provides incorrect information in her commercial.

We received your correspondence regarding a complaint ID [redacted] filed by [redacted].
[redacted] said that we did not respond to her request for a refund. I have forwarded the email below where we responded to [redacted] via email less than 12 hours after she emailed us. [redacted] responded to...

our email, as you can see below, so we know she received our response regarding our refund policy.
[redacted] did file a chargeback with her bank and the bank found in our favor because we clearly outline our refund policy in three ways:
1. In our webinars. Here's a link to the webinar [redacted] attended, we go over the refund policy at around the 1 hour 24 minute mark: [redacted] 
2. On our sales page, where [redacted] signed-up for our training program:[redacted]
3. In the User Agreement [redacted] agreed to before she was able to complete checkout: [redacted]
[redacted] still has access to our training and receives updates via email for all of our Group Coaching Calls.
We wish her the very best, and we are here to support her so that she can make the most of the training she purchased.
Thanks so much,
[redacted]
Retail Marketing Academy
 
You really need to return my money. I don't really care about your return policy.  If you do not return my money I will contact my bank and see what I need to do to have it returned to me.  
 
I WANT MY MONEY BACK NOW, I AM NOT A HAPPY CUSTOMER!!!
   
Sent from my T-Mobile 4G LTE Device
Sent from my T-Mobile 4G LTE Devic 
Thanks so much for enrolling in the Unleashed program. 
We do have a 48-hour return policy. So unfortunately the time period for the refund expired on April 26, 2015. 
As a reminder, the training is constantly updated to ensure you are up-to-date on the latest features and functionality available for Facebook ads and email marketing.
If you need any help or have other questions, please let me know!
Thanks so much,
[redacted]
 
:
[redacted],
Please return the money that I paid you if 197.00.  This is not something we can use for our business.
Please return thisone immediately.  
Thank you,  
from my T-Mobile 4G LTE Device
Hi there, [redacted]!
Our next Group Q&A Call is scheduled for next week, but due to a scheduling conflict, we are going to have to do things a bit differently!
I will be recording the call for next week, so please reply to this email with your questions by tomorrow (Thursday, April 30th) at noon Eastern. I will record all the questions, and their answers, and make the call available in the Online Learning Portal on Friday.
I'm looking forward to your questions!
[redacted]
 
 
If you wish to stop receiving our emails or change your subscription options, please Manage Your SubscriptionRetail Marketing Academy [redacted]