Zenfolio, Inc.

Initial Business Response /* (1000, 5, 2015/10/16) */
According to Zenfolio records, a full refund has been issued

Initial Business Response /* (1000, 5, 2015/09/15) */
Contact Name and Title: [redacted]
Contact Email: [redacted]@zenfolio.com
Our records indicate that the refund was issued on 24 August - the day after the first email was received by Zenfolio.
Further, our records indicate that Mr....

[redacted] replied to an additional email on 9/11 letting Zenfolio know that the issue was in fact with his bank, rather than any processing or communication error on the part of Zenfolio and releasing Zenfolio from any blame regarding the issue.

Initial Business Response /* (1000, 5, 2014/10/13) */
As a courtesy Zenfolio will issue a pro-rated refund.
It is important to note that Zenfolio offers a FREE 14 day trial and an additional 30 day money back guarantee. This is a reasonable and industry standard amount of time to decide...

whether or not the product meets the criteria of the customer. Also this account holder took advantage of an additional special 30 day FREE trial period. All told, the account was open for 6 1/2 weeks before initial billing was processed. Also note that the account was upgraded to a higher account level by the customer 2 months after the initial purchase.
It is clearly outlined in the Terms of Use (agreed to at time of sign-up) that refunds for this subscription based service are not available after 30 days.
Zenfolio sincerely regrets any negative experience that the customer had with the product or the support, and offered help on multiple occasions.
Zenfolio offers email support 365 days per year and most emails are answered in under 2 hours. Emails to this customer were answered in under 60 minutes.
Additionally, Zenfolio offers an extensive step-by-step illustrated help guide, free live webinars, online and downloadable video tutorials, a Getting Started guide, and community forums.
Initial Consumer Rebuttal /* (2000, 8, 2014/10/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The additional time provided by Zenfolio to try out the product was spent navigating the clunky and not user-friendly database and attempting to learn how to accomplish things like build HTML pages, which Zenfolio doesn't easily allow the user to do. An upgrade was put through in hope that a higher level or membership would come with higher benefits, which also proved to not be the case.
As per emails, there were periods of over 24 hours were my emails went unanswered, so please make sure you have your numbers and statistics corrected.
Users should be aware that these are the issues encountered by others and decide on their purchase of Zenfolio's products accordingly.

Zenfolio cancelled their $30 membership with no email notice to me. I asked them to provide a copy of the email stating that they ended the $30 membership and they did not provide any notice.
Without permission or notice, they upgraded me to their new lowest cost plan - which doubled my rate to $60.
Then they switched me from the annual billing I've used since 2012 (4 years), to monthly billing to expand their income yet another 50%.
When I asked for a copy of the notice saying which plan ended and cost of new plan, they provided no notice.
No monthly bill is sent to show what you are buying. Customer is required to search "My Zenfolio/My Account/Billing/Account Statement." I only noticed an unauthorized auto deduct on my bank statement - which they credited to me.
Zenfolio is not transparent in their practices and their billing practices suck.
I was given a $10 credit for the five times they overbilled me by $2. I probably won't use it because they charge $8 S/H for one 5"x7" print.

Initial Business Response /* (1000, 5, 2015/09/15) */
Contact Name and Title: [redacted]
Contact Email: [redacted]@zenfolio.com
Our records indicate that the refund was issued on 24 August - the day after the first email was received by Zenfolio.
Further, our records indicate that Mr. [redacted]...

replied to an additional email on 9/11 letting Zenfolio know that the issue was in fact with his bank, rather than any processing or communication error on the part of Zenfolio and releasing Zenfolio from any blame regarding the issue.

Initial Business Response /* (1000, 5, 2014/06/20) */
Contact Email: [redacted]@zenfolio.com
Zenfolio does have an active Customer Support team and answers all inquires within a few hours, 365 days per year.
Emailing [redacted]@zenfolio.com from the email addresses used to open the account is...

the preferred method of communication. Zenfolio does not generally provide phone support, but does respond to voicemails as long as the message provides correct contact information.
All requests for refunds (within 30 days of purchase or renewal) are honored and processed on a regular basis...usually within a few hours of receipt of email.
In order to process a refund, please email [redacted]@zenfolio.com and add ATTN: [redacted] in the subject line. We must be able to verify the account ownership, so please email from the email address that was used to open the account.