I signed up for displate club, as I was going to buy more. My first order was 7-9 large and extra-large plates. So it was a good deal for me to be in the ‘club’.
While working with cs for something else I asked then why I was getting a sales page for the ‘club’. After 4-5 emails back and forth… Looks like a month ago my bank declined the charge because of “incorrect information”. I have not moved, and I still have my account with that bank, there are more than enough funds, so it was not my issue… The bank has not sent anything about an issue with my card or replaced the card, I use this card for all online subscriptions, Netflix, Disney, Apple, and more… none of them are having issues.
I brought the issue to them, a month after the ‘failed’ charge. When I noticed something was not right…
I received no emails, no communications from displate, I was also logged in a bunch between Feb-March. I have searched my inbox I have a welcome email and invoice for my first order. There was a promo email that was in junk from last week.
My complaint is that I was a month shy of my one year when I was ‘canceled’ through no fault of mine, the cs rep basically said I was s*** out of luck…
There are so many ways this could be better:
Pause the club and make the free plates available once you have 12 paid months
Allow the user to pay for the missing month
Give them an X month credit if they sign up again
Send a letter or postcard
Call the user
Use a non-marketing email to help inform the customer
Not change information in their system
Allow users to pay for the year at a slightly discounted rate
An alert when you log in saying there’s an issue
There are probably a million and one ways this could have been better.
The fact that I was signed in and got no emails about their being an issue is my concern and is made way more frustrating by the response from the cs rep basically saying there is nothing that can be done.
At this time I don’t think I will ever order from them again, and I will be letting everyone know about it.
This was my experience, from my viewpoint. I wanted people to be aware of this issue so that it does not happen to you.
A google search tells me I am not the only one with this issue.