Typeform, SL Reviews
Suzan Hernandez
1 contributions
0 helpful votes
Overall Feedback:
Providing a final update on what transpired with SelfMade. While I don't think the company was ill intentioned, it did leave me as a small business owner feeling helpless and taken advantage of. What started as the perfect solution to helping build an Instagram presence, took a turn for the bad, the worse, and then ended on a neutral note. Feel free to read the below original reviews, while I've since exchanged emails with the CEO and had a call with his leadership team to provide feedback, I'm choosing to leave the original post up because this is exactly how I felt in the moment - when nobody was listening to my outreaches for help. Speaking with the team, I don't believe they were intentionally trying to harm me or my business and I do believe they want to improve their company and operations. As a small business owner, I can appreciate that. It was nice having people acknowledge and address the issues I had (see below) and state they were actively working to solve it. However, I wished it didn't have to come down to this - where I had to turn to social media and the Better Business Bureau to be heard. The CEO did ask if I could edit or take down this post - and I preferred to keep it up. If anything, I want people to be aware of what steps need to be taken should this happen to them - as I see on google I'm not the first customer that has had these issues. I wish all parties the best, but elected to not move forward with them due to misalignment of goals and poor customer service. Hope this provides you, the reader, with my experience and journey.Originally posted in Aug 2019Serious operational issues - BEWARE! Been a client for 6 months now and over the past few months it's gotten really bad. Was told a few weeks back the creative team is back logged and having a hard time catching up. Sounds to me like there isn't enough bodies able to take on work and they're probably being overworked as well. The "planners" are supposed to be provided in advance for clients to provide feedback and the team to update with changes - in time for the go-live dates. This past month has been terrible. We're forced to either post sub-par work or make our own altogether. Recommend to hire your own contractor to do this work. Contacting the "brand manager" is hit or miss. Hopefully they're actually in the office and responding - if you're lucky. No number to call, only a general "chat" feature on the portal. Whoever is having great customer service and receiving quality work - I'm envious of your experience. Wish I could say the same. Too good to be true. **UPDATE** Cancelled the service and they charged us 5 days later. Working with bank to refute the charge and fraud investigation was started given the circumstances. **UPDATE** Filed a complaint with the Better Business Bureau of NY. SelfMade claimed they would refund for the "mistake" but it's since passed their own set deadline. **UPDATE** SelfMade has refunded the charges. They lied on the BBB complaint saying we were always happy and excluded the negative feedback. The CEO emailed me asking for feedback. All I wanted was for SelfMade to do as they say they would do - cancel the engagement and not charge me for future months.
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