We set up a 1-yr pre-paid premium for a client last week and found out from that client that someone else there had already set up and paid for a premium account. When the error was discovered and we made SurveyMonkey aware of the duplicate accounts mistake, they responded by holding the money and hiding behind their policy on non-refundable fees.
I made a follow-up attempt to ask for leniency given our client's mistake and they refused even partial refund.
We manage many sites for various clients and have set them up with Survey Monkey accounts before so we're a reseller. We attempted to help our confused client out and save them a few bucks.
Instead, SurveyMonkey insisted on keeping the money and retained the $384 we mistakenly charged with them. On the other hand, they cost the company a good customer and negative publicity we will share with hundreds of agencies, brand clients, vendors and startups we know and work with.
Product or Service Mentioned: Surveymonkey Survey Service.
Reason of review: Problems with payment.
Monetary Loss: $384.
Preferred solution: Partial refund - $377 (pro rated by # days before we realized client had duplicate account).
I liked: Strength of toolset.
I didn't like: Refund policy.