I am writing to state how completely dissatisfied I am with my storefront package and Stores Online in general. I have never dealt with a company the size of this whose customer support and satisfaction is so lacking.
In December I attended a conference in Portland OR. I was very excited with the information that I was presented with at the conference. I purchased 6 storefronts at the time using their finance plan. Since that time I have had nothing but a negative experience.
Their online chat support is inept to say the least. At one point I, in trying to get my merchant account set up on storefront 1292796, I chatted with a number of their support people over a 4 day period starting with Lizette and got no where with them. They either referred me to the wrong people, didn't have an answer or when they did try to set it up, they set it up incorrectly. I tried for another 3 days to get this corrected to no avail. I was finally told I needed to go to the changes department, which was 2 weeks out at the time. I found this unacceptable since your online customer support people were the ones who input the information incorrectly to begin with. I then called on the phone to their customer service line and the young lady I spoke to corrected the problem in less than a minute. My only positive experience with your firm thus far.
The reason I needed their people to input my merchant account to begin with was because I was denied by one of their processors, Humbolt. From the tone of the e-mails I received from Humbolt and ECI, I was lead to believe that I needed to find my own Merchant account. Which I did, thru CSI, who happens to have given me a better rate than ECI would have. The people at CSI were friendly, helpful and had me set up and ready to go in a day.
So now, I once again e-mailed, faxed and called their customer service people again to see about getting the $990 I paid for ECI, credited to my account. Since I felt I needed to go outside of Stores Online to get a Merchant Account on my own, I don't feel like I should have to pay for a service I'm not using. I was basically told I was out of luck. That I would not be given a credit, that It doesn't matter whether I use it or not, I still need to pay for it.
This company does not seem to know the first thing about customer service. The claims at the seminar that their people are knowledgeable, helpful and always striving to give quality customer service are so blatantly inaccurate that they border on false advertising.
And their claims about what they offer are also very much a piece of fiction. They claim a person can get a store up and running in a few hours. It took me 2 months to get one store going. It took that long due in large p[art to the mistakes that this company made and my many attempts to correct them.
If I could I would completely cancel my entire package/account with their company, but their customer service department also told me that your money back guarantee is only for 3 days. What company the size of theirs offers a product the price of theirs, over $6000.00, and then only gives a customer 3 days to evaluate it? That in and of it self is appalling.in their seminar, the speaker mentioned that the purchase would be guaranteed, however, he failed to mention it was only a 3-day guarantee. If I had known that, I never would have purchased their product to begin with.
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