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“Avoid avoid avoid”

written by on 14/01/2014

I took out the free 7 day trial to create a birthday invitation for my son last September and haven't used the service since. I was under the impression that the subscription was £5.99 per year so didn't mind when that payment was charged on 14 September 2013. However they have taken that payment every month since then. I realised today and cancelled the recurring payment arrangement with Paypal, which clearly states '£5.99p/yr' and I contacted smilebox to request a refund. They have refused telling me that I signed up for the agreement at £5.99 per month and even though I have told them that I thought it was for a year and that the paypal arrangement also states per year all they have said is that they will contact paypal to get that changed. I would not have taken up the account at that cost per month as it is not worth it for me.
No offer of even part refund as gesture of goodwill. They reply with a copy of their terms and conditions. They do not have a phone number to speak to someone. Most companies these days pride themselves on customer service and satisfaction but not Smilebox obviously. No customer is king here. They are clearly not bothered about bad reviews. Presumably as they make enough money taking payments from people who are unaware exactly what they have signed up for and then when they do realise and try to contact Smilebox they just get fobbed off. They won't even refund the payment taken from me today even though I cancelled my account today but after I realised the payment had been taken. I asked for a copy of their complaints procedure to be told they don't have one! Consumer Action Group here I come I think to get further advice.
In summary extremely poor customer service and reading other reviews I am clearly not the only person who has had an issue with them.
Avoid this company at all costs as you will not get any issues, regarding payments at least, resolved to the customer's satisfaction.