Anonymous
map-marker Billings, Montana

HORRIBLE WASTE OF MONEY SPENT ON HOPE

FOR BEING SUCH AN APPLAUDED COMPANY I AM APPALLED AT THE NONEXISTENT CUSTOMER SERVICE. I EVEN PAID THIRD PARTIES TO CONFIGURE AND THEY CANNOT GET PROGRAM TO WORK. ON HOLD NOW FOR 1/2 HOUR ALL THE WHILE INFUSIONSOFT IS CHARGING UP MY CUSTOMERS CREDIT CARDS FOR GODLY AMOUNTS THAT MAKE NO SENSE AND NOT OWED. I CANNOT GET CUSTOMER SUPPORT ONLINE OR BY PHONE TO ANSWER OR RESOLVE. THEN WHEN I WENT TO CHANGE MY PASSWORD TO STOP POSSIBLE ***, I CANNOT EVEN DO THAT. IT LOCKED ME OUT. MY PASSWORD IS SAVED AND I LOGGED IN, BUT THEN WHEN I GO CHANGE THE PASSWORD IT DOES NOT RECOGNIZE MY CURRENT ONE.
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Reason of review:
Poor customer service
Gracee Pqm
map-marker Vista, California

Horrible Service and Tech Support

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You would need to invest a lot of time and money to get basic functions as they intended too work. Even if you pay a developer to set up the program it's still another BIG expense. They have poor support and they only follow if you stress out you how urgent it is. That's more issues and less time focusing on your business. There program is know to throw customers in hard bounce and emails go in the spam folds. Bottom line get ready to work with confusionsoft and build a whole new website like. There are other other better options out there. Stay away.
View full review
Loss:
$10000
Reason of review:
Poor customer service
1 comment
Guest

Well said. I completely agree. I spent over $10,000 with them and it has been a waste of money and time.

Anonymous
map-marker Westchester, Illinois

Infusion of Confusion-Money Back Guarantee Scam

I signed up for a "special Infusionsoft product geared towards lawyers." The idea is that you don't need to be an IT guy. Wrong!

This software is the most expensive, time-consuming product I have ever dealt with. The coach didn't even know how to do it, suggested I fly to Arizona for a 3 day seminar REally? I exercised my money back guarantee and they initially refused. I contacted the BBB, gave them the evidence, Infusion soft said they fired the coach (he still has a voice mail) and they would give refund-that was 4 months ago!

The credit card company has tried to rach them, I have tried to reach them.

Looks like they simply are going to ignore it. Today they sent an "infusionsoft automated email" it said "We want you back." You would think they would have the decency to take me out of the infusionsoft data base.

View full review
Loss:
$2295
Pros:
  • Rything
Cons:
  • Not true to warranty
  • Kept my money
  • Complicated use
Reason of review:
Warranty issue

Preferred solution: Full refund

2 comments
Guest

Your experience is my same experience. I'm sorry.

I wish everyone would talk about the kind of company they are.

They just ignore requests for refunds. So much for being a company that cares for their customers.

Guest
reply icon Replying to comment of Guest-1108222

Start tweeting about them with their @ and see if they respond. They won't want the bad press.

I'm so sorry - none of us should have to feel or be 'ripped' off.

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Anonymous
map-marker Atlanta, Georgia

Cancelation Denied

I requested cancellation of my service on November 9th, both online chat and on the phone with a customer support agent. While I like Infusionsoft, it was not exactly what we needed for our start up non-profit. They replied, saying that a loyalty member would be calling me shortly. After two weeks, I had not heard anything and was worried that I would be billed again, so I reached out again. They said the same thing, that a loyalty member would be calling. Now I get a $489 bill for December. Thanks Infusionsoft.
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Reason of review:
Poor customer service
1 comment
Guest

I wish people would just say it like it is. Infusion Soft sucks. They make these empty promises, they take your money, and customer services truly sucks.

Anonymous
map-marker Bourne, Massachusetts

Infusionsoft = Confusionsoft

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Infusionsoft provides slick marketing, and charming sales people -- but no demos -- and for good reason. Their software is clunky, hard to learn, and some features work poorly or not at all.

When I brought my concerns to them, I was brushed off and told to watch more videos or attend more training. How would those things overcome bad software?

While they may know a thing or two about sales and marketing (hey, they buffaloed me into buying their software/service without a demo), they know very little about taking care of their own customers. My recommendation is to stay away.

View full review
Loss:
$866
Cons:
  • No opportunity to demo before purchase
Reason of review:
Not as described/ advertised

Preferred solution: Full refund

1 comment
Guest

I hear you. We got swindled as well.

Was trained and told to watch training videos on their wonderful new drag and drop email and campaign builder, only to find out that the drag and drop builder is so full of bugs it is literally inoperable. Also as InfusionSoft comes out of the box, it isn't capable of creating the slick demo images and pages they tried to sell us it was capable of doing. It is capable of it, if pay more for a programmer to write custom code to get it working they way you want.

Latest issue now is any user on Office365 Outlook email does not receive any InfusionSoft generated emails. I contacted customer support, and was told this was an known issue with their main architecture and basically cannot be resolved.

Tell me how can such a successful email marketing program not be compatible with all possible contact email formats? Unacceptable.

We are dumping them as well as of today.

Anonymous
map-marker San Diego, California

Infusionsoft is a SCAM - Lost $1198 and received only sales fluff

Our company began contact with one of Infusionsoft's sales representatives, Chase Frost, who demonstrated various aspects of their system that was supposed to help automate our processes;most importantly, our customer registration page. This would include customers being able to select the swim lesson packages they would like to purchase, through an infusionsoft landing page and have that information translate into Infusionsoft as a new customer with tasks to be completed for that customer accordingly. We were promised many times that this would be no big deal and that many service companies, like Sunsational, use Infusionsoft for similar things. Unfortunately these promoises were nothing more than a big "sales pitch."

We were then assigned a "Success Coach" who would conduct a series of three phone meetings with us to assist her in developing our software, specific to our needs, with a launch date of February 1, 2013. Our first conversation was completely unsuccessful, We spent the entire hour explaining to Monica, the "Success Coach" what our company does and how it works, all information available on our website and all information that our sales representative was supposed to meet with her about.

We ended the first meeting with Monica Robinaugh under the impression that she was going to setup our first "campaign" the registration page.

Monica Robinaugh then proceeded to contact us repeatedly to schedule the second meeting even though nothing had been done about the first campaign. Below is an email portion that I sent to Monica:

" I too was under the impression we would have the registration campaign somewhat set up by the meeting today or that you would let us know any additional information you needed from us with out organizing an hour long conference call.

We are anxious to have this program up and running smoothly by February 1st so please let me know how we can help in the most productive fashion. If you need anything from me personally please let me know and I will get right on organizing any information your need or answering any questions you have. I have already submitted to you my completed questionnaire for the second campaign "

Monica’s response:

"Hello Ladies,

I went over the landing page with a couple of the gurus here and they suggested we break up the page to

a webform intro and then in to the scheduling section. I know you are wanting to get away from this form

but we can’t recreate it how you are wanting it. Todd suggested having a developer design it . I know you

didn’t want to hear that… I just wanted you to have the proper info. I’m a little green here still and said "yes"

before I completely understood the capabilities.

As far as a "campaign"….The goal is still to attract customers, deliver advertising to attract etc. I’m attaching

The link to the DFY campaigns to get an idea what process will be. Also, when you were assigned to me, I was told we were

only doing an initial call and then you were to be on hold till January so I wasn’t in a rush to get you started. "

Infusionsoft sold us software that was not capable of what was promised and did not fit the needs of our company, as they stated it would. It was a waste of time and effort on our part to spend time and meetings repeating what has already been "added to our file" to them be told that we would have to have a developer do it (which would cost additional money). They did not perform the service they promise to perform nor did they provide the software they were paid to supply.

We already paid $1198 to infusionsoft for the services and software that we never received and were NOT able to receive a refund. In fact, they billed us again for the monthly $199 and we had to cancel our credit card since they would not respond to our cancellation request and we NEVER set up the software since it was a sham. DOn't fall for this phony software company scam!!!!

View full review
Loss:
$1198
1 comment
Guest

Yup, same thing here pretty much. Not that they promised to have our campaign setup, as I was planning to do all that after some instructional sessions with Monica, however was basically sold a product that has some big bugs in it.

I felt like we were sold on an incomplete product. On a later session with Monica, I expressed my dismay at their Drag and Drop builder which is full of bugs and barely works, yet they push it like no tomorrow, and was told that "that's why the programmers prefer to do all their campaigns and emails in the classic legacy mode". Those are the programmers you pay extra for. See the problem??

Now having issues with campaigns and finding not everyone is getting the emails we send out, and that some types of email addresses are experiencing non-delivery of InfusionSoft generated emails.

Extremely dissatisfied and asking some hard questions that if they can't answer, then we are done, and will likely be out the money we had invested.

Anonymous
map-marker San Francisco, California

THE WORST THING I'VE DONE FOR MY BUSINESS

We switched to INSO last November as a way to handle email campaigns, better communications and build our list. It has been a nightmare ever since. We have had more angry customers, opt-outs and complaints than in all my years of business put together. My staff hates the software to the point where I had to give them all raises or they were going to quit. It has been a constant stream of money down the drain, and now they want to shut us down for spam, when we have a way under average spam rate because of a few stale emails on the list. I could go on, but it's the worst business decision I've made. Overly techy and full of bugs.
View full review
Loss:
$20000
Keoshia Run

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Greenville, South Carolina

They took my money and ran...

Updated by user Mar 19, 2013

I actually had to go to the BBB to get any response. Good thing is they gave me a full refund.

Original review Feb 12, 2013
Infusion”suck” Horrible customer service. Was never given disclosed terms of the intial offer. The people I talked to couldn’t remember my name and I could never get a clear answer from anyone. Send several email with no reply. They could never give me a clear answer and there was no follow up. The sales people are really nice until you get your money. They claim they work in all different industries which is false. I have yet to see anything good about the company other then what they put out on the internet themselves. Overall I've never dealt with such a terrible company. It makes me distrust all internet marketing tools.
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Loss:
$1800
1 comment
Guest

Infusionsoft.....Run, Run fast and far, they will never help you unless you are a bottomless pit of money for them, everything is an up charge or a never ending job for you, and if you try for a refund = "no speaka English" Like the above review you will have to file complaints with the BBB. But PLEASE also file a complaint with the Attorney General, if enough of us do maybe we can stop these unethical business practices.

Julie Lje
map-marker Clarksburg, West Virginia

InfusionSoft

My company purchased InfusionSoft recently, here are the issues, right up front. First the training person had major attitude. When my partner and myself requested more specific information in a specific area, we were told that we were already trained on this and that we needed to either call tech support or use the help menu. Please keep in mind that you are given several hours of support with your trainer, so even though we had lots of time left, we were told to go fish, basically. Second, InfusionSoft does not tell you that their software is better suited and more compatible with Outlook 2003, my partner and myself have 2007. Our email program has slowed down to a crawl, now we have to purchase 2010 for almost $300. Wish we knew up front what we know now.....
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1 comment
Guest

:? Google us and let us know if we can help.

We've taken many frustrated customers and turned them into raving fans. We have 4 previous Infusionsoft employees on our team and know the app inside and out.