Extremely poor customer service. Deceptive and predatory cancellation policy.
What do you like best?
The app itself has a nice set of features that is comparable to Hubspot. The HUGE jump in price from free tier to paid tier with Hubspot is what made me switch to Copper. I was happy with the features and when I was using it for my prior business I used it without issue.
When I left my prior company and attempted to cancel is when everything went haywire.
What do you dislike?
The customer service is slow to respond and antagonistic. They do everything they can to make issues YOUR FAULT and little to resolve the issues.
The cancelation policy requires 30 days notice. If you cancel less than 30 days from your next invoice, according to their policy that means that not only do you owe them your next invoice, you owe them the invoice after that.
When you cancel, the UI is intentionally confusing and designed to prevent you from cancelling. When you complete a cancellation request, no email confirming the cancellation is generated and there is no user viewable way to confirm cancellation.
I thought I had processed a cancellation back in March 2020 and noticed in Jan 2021 that I was still being billed. I assume there was some kind of hiccup in the cancellation because I was not able to login or reset my password (No account exists) but I was still showing as active in their system.
I contacted customer service, they restored my account and told me I had to process a cancellation through their interface, and that then, everything would be taken care of, which I did. I mentioned that I had been erroneously charged for the past 10 months and the rep said that they would take a look at that once the cancellation was processed.
Then, two days later I was charged AGAIN.
When I reached out to customer service, I was forwarded to billing who was even less helpful. They cited their policy and made no apologies for the cancellation friction or the past months where there was no recorded activity and I was still being charged.
Not wanting to get into a lengthy back and forth, I offered an olive branch. Just refund me the charge you just issued after I had cancelled and I'll consider the other TEN MONTHS OF ERRONEOUS BILLING AFTER CANCELLATION water under the bridge.
They wrote back and said the best they could do was NOT CHARGE ME AGAIN WHICH ACCORDING TO THEIR POLICY THEY WOULD NORMALLY DO.
I don't write reviews like this ever. I write only positive reviews for software I enjoy. But this experience was so ABYSMAL, ILLOGICAL, and DOWN RIGHT RUDE that I had to put it on the public record.
SHAME.
What problems are you solving with the product? What benefits have you realized?
The ability to create multiple pipelines, track email opens, and seamlessly integrate with G-Suite were great features. Too bad about their terrible customer service.
