Customer service is SLOW, Received wrong information

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JLWW's review of 3D Cart www.3dcart.com

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“Customer service is SLOW, Received wrong information”

Written on: 01/06/2013 by JLWW (1 review written)

We have an internet cigar store that sells to Japanese cigar smokers. When we decided to try 3D cart, one of the review sites claimed it supported multi languages as our store needs to be in Japanese. We even called and talked to one of their customer service reps and the rep confirmed that yes it supported Japanese language. This is simply not true. They only support languages that use the same characters as the English language. PLEASE TAKE NOTE OF THIS. We had been working on a new website and it took more than 30 days to finish the new site, so it wasn't until after that 30 days that we realized this software would not support Japanese language. We brought this to the billing manager's attention , but could not get a refund (pro rated of course for the time we had it) We paid 500.00 up front for 12 months. The billing manager knew the rep we had talked to and she even confirmed that this person had given us the wrong information (we have that in an email) but yet, they kept our money saying the 30 days had passed. They did not care that reps are telling people the wrong thing. My advice is get everything from them in writing, do not believe anything you are told from their customer service reps, they will give bad information and do anything to make a sale and are unreliable.

In addition to this, whenever we needed help or had a question while we were trying to use this software, averagely it took 2 to 4 weeks to get an answer from them and we had to follow up constantly. It's hard to run a business when their tech support is THAT slow. We are now back with Avactis and very happy with them, as they DO support multi languages including Japanese. Avactis has recently signed with Paypal too, which is why we tried 3DCart to begin with, we had switched to Paypal and needed a software that could work with them, but at that time Avactis did not and 3DCart did. What an expensive lesson to lose that kind of money, and we are a small struggling family owned company. Stay away from them... keep your money.

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Jimmy3Dcart's Response to JLWW's Review

Written on: 15/06/2013

Sorry to hear you had a bad experience while trying to set up a Japanese online store with an US / English based ecommerce solution.

I would definitely recommend looking for an ecommerce solution in Japanese. Now, you could run into issues trying to set up an English store with them, in which case I would definitely go back to 3dcart.

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Jlww's reply to Jimmy3Dcart's Comment

Written on: 15/06/2013

Thanks for the response, so far it is working with Avactis though. The only reason we left that and tried 3D is because we switched to Paypal and Avactis did not support it, but now they do. I just want to warn people to not necessarily trust what the customer service is telling them at 3dcart because we were told they would support Japanese language and also they advertised for multi language support, but to note this is only languages that use English lettering. This will hopefully save someone from losing several hundred dollars like we did. Small companies just can't take that kind of loss, especially at the start.

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Angelinad's Response to JLWW's Review

Written on: 27/11/2013

The customer service is HORRIBLE! I can not receive my order emails. They had changed my store to another server and ever since then my emails are not received for my orders. This is THREE MONTHS I have been trying to resolve this however one person will work on it and then it doesn't work again. I need to call again and they think its fixed, I tell them no and they ignore me. I have been trying for two days now and no one is working on it. I am put on hold for over 30 minutes and still no response.HORRIBLE SERVICE

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Jlww's reply to Angelinad's Comment

Written on: 28/11/2013

I am sorry to hear this... as it is really hard on a small business when this happens and they just don't seem to care. We dumped them and switched to Avactis for our shopping cart and In Motion for our hosting service. Maybe you can give them a try?

Good luck, I hope you can get it resolved.

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