Reply from ShuukJan 22, 2023
Hello Solei,
Once again, we find ourselves replying to yet another negative review for the same situation we contacted you via email to try to understand it better.
Here is the summary of what really happened:
On January 4th, you left a review talking about hidden fees, and since there are no hidden fees in our service we contacted you via email asking you to explain exactly what you mean by "hidden fees" because there are none.
Then our point was proven when after exchanging several emails you were never able to explain what fees you were talking about. Again, you were asked several times to develop what hidden charges you were reported, but, as we suspected, we received no feedback at all.
That situation (plus the fact that out of 552 reviews, you were the only one to talk about this) subtracts veracity from the whole scenario you presented.
Just to be crystal clear, we do not mind receiving negative reviews when they are real, because we understand that issues could happen and as humans, we can make mistakes. However, the reason we indeed contacted you looking for an explanation and to try to have that review reverted was simply because the one you made was not a genuine nor accurate statement.
Once again, we want to assure anyone reading this that there are no hidden fees in our service. Our pricing is transparent and all charges are clearly outlined on our website at the checkout.
Anyone can leave a Trustpilot review saying anything they desire (true or not), and that is understandable, so this scenario highlights even more the immense majority of positive reviews customers leave us (4.7/5 rating from 522 reviews) and becomes the exception that confirms the great feedback we receive for an outstanding service =)
Last but not least, you can still contact us via email at [email protected] in case you wish to elaborate on the "hidden fees" you initially reported.
Warm regards
Shuuk team.
