OptinMonsterReviews of optinmonster.com

Reply from OptinMonsterNov 15, 2023

Hi Ben, Thank you for taking the time to share your feedback about our refund policy and terms of service. As you mentioned, we have a 14-day window for refund requests shared on our pricing page and our terms of service. The renewals happen at the regular rate and not the discounted price. Regardless of usage, if the refund request is received outside of the refund window, we cannot offer a refund. I know that's different from the resolution you're hoping for, and I will share your feedback with the team. If you have any other questions about our refund policy or terms of service, please don't hesitate to ask.

Reply from OptinMonsterOct 11, 2023

Hi T. Thm, I wanted to address your recent experience with OptinMonster personally, and I appreciate your feedback. I'm truly sorry to hear that you found our interactions to be less than satisfactory. It is essential for us to clarify that our intention is never to come across as pushy or give any impression of a "scammer vibe." Our team genuinely aims to provide valuable solutions and options to our users, which is why we offer upgrade discounts for those who may benefit from additional features. I apologize if our approach during the upgrade process left you feeling uncomfortable. We value our users' feedback, and we'll certainly consider this to improve our communication. Regarding product quality, we're committed to delivering a high-quality solution. Regarding customer service, I'm disappointed to hear that you found our support to be less than ideal. We strive to offer prompt, personalized, and helpful assistance. Your experience is not representative of the level of service we aim to provide, and we will take steps to address any areas needing improvement. I genuinely appreciate your input, as it helps us make necessary adjustments to serve our users better. Your satisfaction is our priority, and I hope you will be willing to give us another chance in the future. If you have any more specific feedback or would like to discuss your experience further, please feel free to contact our support email and refer it to the Product Success Manager so it reaches me. Thank you for taking the time to share your concerns with us. We are committed to learning from your feedback and continuously enhancing our services.

Reply from OptinMonsterSep 5, 2023

Hi Gabriel, Thank you for sharing your experience with our tool, and I apologize for any frustration you've encountered. Firstly, I'd like to clarify that our plans are based on page views, which are impressions of the campaigns on your website, rather than subscribers. The free plan comes with 500 free page views, and emails are sent when you approach this limit to ensure uninterrupted service. This notification is designed to help you manage your plan effectively. In the event you are charged and feel that a refund is necessary, please note that we offer a 14-day, 100% no-questions-asked money-back guarantee. You can find more information on how to request a refund by visiting this link: https://optinmonster.com/docs/how-to-request-a-refund/ Additionally, I'd like to assure you that we do indeed offer support to both our free and paid users. Free users can access support through the WordPress.org plugin page. You can also create a support ticket by visiting https://optinmonster.com/docs/. You can also reach out via email on support [at] optinmonster [dot] com. Our team is committed to helping all users, regardless of their subscription level. We value your feedback and appreciate your patience. If you have any further questions or concerns, please feel free to reach out to our support team using the channels mentioned above. We're here to assist you and ensure you have a positive experience with our tool. Thank you for trying out OptinMonster, and we look forward to helping you resolve any issues you may be facing.

Reply from OptinMonsterAug 16, 2023

Hi Jack, Thank you for taking the time to share your feedback about our refund policy and terms of service. As you mentioned, we have a 14-day window for refund requests shared on our pricing page and our terms of service. Our support records show your cancellation request was received on August 15, 2023. Regardless of usage, the request was received outside of that refund window, so we cannot offer a refund. I know that's different from the resolution you're hoping for, and I will share your feedback with the team. If you have any other questions about our refund policy or terms of service, please don't hesitate to ask.

Reply from OptinMonsterAug 7, 2023

Hi Mesha, You’re right, all our plans, including the free version, require an account and credit card to start which is common for premium software providers. We understand the need to control when and if your card is used, which is why you have the ability to manage these settings within your account preferences so you're never charged. These settings can be found here: https://optinmonster.com/docs/pageview-and-upgrade-preferences/. ​ Additionally, we offer a 14-day unconditional money-back guarantee, so if for any reason you’re not completely satisfied with OptinMonster, you can cancel your account and receive a hassle-free refund. We hope these options will give you and other users more confidence in using OptinMonster, and we appreciate you taking the time to try our platform. Please don’t hesitate to reach out with any further questions or concerns.

Reply from OptinMonsterAug 2, 2023

Hi Matthew, Thank you for reaching out about this issue and giving us the opportunity to make things right. This is certainly not the experience we want our customers to have, and we sincerely apologize for the issues you've faced with ongoing charges even after canceling your subscription. To make amends, on August 3rd, our billing team refunded all payments going back to the charge on February 20th of this year. Additionally, all card details have been removed in full, as requested. Once again, we apologize for the inconvenience you've faced and thank you for bringing this matter to our attention. If you have any further concerns or questions, please do not hesitate to contact our customer support team - we're here to help!

Reply from OptinMonsterMar 27, 2023

Hi Carl, I’m sorry to hear you were upgraded unexpectedly. That’s certainly not our intention although we do want to say congratulations on getting so many views on your campaign! We strive to be fully transparent in our practices, so we do send an email notification before you reach your account limits. Here’s a copy of what that email says – https://a.supportally.com/i/iG15QR We also give you complete control of what happens to your account through the account preferences - https://optinmonster.com/docs/pageview-and-upgrade-preferences/. That way, you never have to worry about moving off your selected plan or being charged unexpectedly. Since you were upgraded, you can take advantage of our 14-day unconditional money-back guarantee. I see our billing team has already processed that for you so you should be all set. We're sorry to see you go, but thank you again for giving OptinMonster a try!

Reply from OptinMonsterNov 18, 2022

Thanks for sharing your feedback, Celesta. All our plans, including the free plan, require a credit card in order to start, and have specific pageview limits and features available to them. It’s kind of like how you might select and be billed for internet service or a phone plan. Depending on the phone or internet package you choose, you might get more lines, gigs of data, or other additional features. If/when you near the limit of your selected package, they let you know they’ll be charging you if you go over so your service isn't interrupted. We take this same approach, so in the event, your account exceeds the campaign impressions available to it, your campaigns continue showing, and you can keep growing your email list, leads, and sales. We also give you full control of what happens to your account if you do reach those limits. As you approach your limits, we'll send 2 email notifications letting you know what to expect. If you do not wish to have your service continue when you reach the account’s limits, you can simply set your pageview and upgrade preferences to “Pause campaigns until pageviews reset at the beginning of the next month.” You can read more about those settings here – https://optinmonster.com/docs/pageview-and-upgrade-preferences/. And if needed, you can also take advantage of our 14-day unconditional money-back guarantee. If you are automatically upgraded, or you’re not 100% happy with OptinMonster, you can cancel your account...risk-free and hassle-free...and we'll refund your payment. Again, if your free account is upgraded because your campaigns exceeded the impression limits available in a free plan, you can cancel your subscription within 14 days of that upgrade and receive a 100% refund of any upgrade payments triggered. We understand that this might not be everyone's preference, and that's okay. We appreciate you taking the time to share your feedback and wish you luck with all you future endeavors.