Constant Contact

BEWARE! Your money is all they're interested in

I initially liked the program even though it ended up being far more expensive than expected. Customer service was poor, and the company’s lack of integrity is the reason I’m writing this review though. In February, my Facebook account was hacked, and it took three months to regain access. At that time, Constant Contact could not connect with Facebook. I called several times, tried the chat feature, and eventually canceled the service, even though I had spent a significant amount of time creating a full year of marketing campaigns for each of my five niches. After I canceled, they contacted me! The representative was very pleasant and promised to connect me with a knowledgeable customer service rep and offer a discounted rate for the next few months. I agreed. Customer service called which was nearly a waste of time, but another appointment was scheduled. They did not keep that appointment. I gave up and canceled again. Once more, they contacted me with similar promises but I declined. They said it was too late to avoid another monthly charge, which appeared the next day. Since I had paid for another month, I tried to send one last mass email, but I received an error message. When I reached someone, he told me my account was being canceled. I explained that I knew that, but I had just paid for another month. He said the issue would need to go to a review committee and restoring access could take some time but they would try to get it restored in a few days. I asked for a refund instead, because I clearly was not going to be able to use the service for the month I had just paid for. He too quickly agreed, but I then I received an email saying a refund was against company policy. Another representative tried to sell me six more months at a reduced rate, but when I explained that I had already lost more than six months without results from the program, she said there was nothing she could do because of company policy. The timing and scripted responses made it clear to me that the company was only interested in getting a little more money from me -- however it could. I know it’s a sign of the times, but was $220 worth that much to them?

Shannon made today’s task so much…

Shannon made today’s task so much easier. She’s knowledgeable and quickly walked me through the task.

Shannon took so much time to help me…

Shannon took so much time to help me with a recent issue I was having with Constant Contact. She was professional, courteous and knew exactly what the issue was. CC is a great tool for emailing our community, we all love using it. Thank you Shannon for your patience and help!

Thanks to Katy

Thanks to Katy! I was recently challenged to login into my account. the multifactor Text with verification was not reaching me. Katy was able to walk me through on Iphones text screen. the 3 lines on the top right offer options. The Cc text was going to Spam. Uncheck CC as a spam. i was back in business. Thank you, Katy.

Good experience

Sasha R. was knowledgeable and helpful. She helped me explore options to meet my needs, answered my questions that she could, and referred me resources and/or others to answer those she couldn't. She was extremely helpful.

Sasha was absolutely amazing

Sasha was absolutely amazing, the epitome of what customer service should be! I am a new employee navigating a very challenging position with not a lot of readily available information, and somehow got locked out of the account with an e-blast due this morning. Sasha easily and gracefully rectified the situation, kudos to her!

Shannon was very kind and helpful!

Shannon was knowledgeable and friendly

Shannon was knowledgeable and friendly. She made the experience go smoothly.

Sasha exemplifies Customer Service to the Highest Level!!!

Sasha was beyond excellent this morning. She made the difficult tasks seemed seamless to resolved. Highly recommend Sasha because of her patience on the phone and care of interaction to make sure the issues were resolved to my satisfaction. Never sensed a rush in trying to get me off the phone. Sasha exemplified what customer service should be and that speaks highly of her character and professionalism.

5 stars for Sasha

5 stars for Sasha Sasha asked a couple probing questions that saved me further back and forth in resolving my account activation issues.

Sasha answered my questions quickly and…

Sasha answered my questions quickly and immediately got to work solving the problem. She made calling the help line an easy and painless expereience!

Sasha was so sweet and helpful

Sasha was so sweet and helpful, walking me through solving a complex problem and making it feel easy!

Shannon was so kind!

Shannon was so kind, patient, & professional. With my new log in credentials, she explained the recent mass mail out & assured me that I'm not the only one experiencing this issue, which was validating. Shannon walked me through the proper steps to find a personal solution & was very good at explaining the process in simple terms. She has great communication skills & would do well to train others in her caring manner of customer service. Please keep promoting her in the company for support & marketing roles. I'm praying for Shannon to grow in her role with Constant Contact & may she be blessed time & again for her service efforts!

Constant Contact customer service staff are great!

Constant Contact customer service staff member Sasha was incredibly helpful! She helped us solve our time-sensitive issue very quickly over the phone. She was friendly, a clear communicator, and made it easy for me to follow her steps to solve our problem. Thank you, Sasha!

Sasha did an exceptional job at being…

Sasha did an exceptional job at being professional, proficient and most of all polite!

Shannon from custoner service was…awesome!

Shannon from custoner service was fantastic! She was patient and helped me understand how to resolve the issues quickly. She was a pleasure!

Charged After Cancellation and Ignored by Support

Our experience with this company has been one of the most frustrating business experiences we've ever had. We signed up for what was presented as a free trial, with the understanding that the cost would be approximately $58. During the sales process, we were never informed of, nor did we agree to, the much higher charges that later appeared on our account. After attempting to cancel within the required cancellation period, we were still charged additional invoices. We spent nearly a month making repeated phone calls and sending numerous emails trying to resolve the issue. We were promised return calls that never happened, given support ticket numbers with no follow-up, and repeatedly told it would take "5–7 days" for someone to contact us. No one ever did. When another unexpected charge of over $100 appeared, we contacted the company again seeking an explanation. Even then, we could not get a clear answer regarding the charges or why our cancellation had not been processed correctly. The lack of communication was just as disappointing as the billing itself. We reached out to our sales representative multiple times and received no response. We also attempted to use the support channels, including an online meeting, which felt disorganized and unprofessional rather than focused on resolving our concerns. At this point, we were forced to involve our bank because we had exhausted every reasonable effort to resolve the matter directly with the company. Businesses make mistakes. What separates good companies from bad ones is how they respond. Unfortunately, our experience was characterized by poor communication, unexpected billing, and a complete lack of accountability. Based on our experience, we cannot recommend this company. FYI: We're still waiting for that promised follow-up phone call.

Shannon

Shannon, this morning was awesome! I called with a problem (CC.com's AI Assistant's directions not matching the available / clickable options on the website) and she solved my issue directly. But then went on to help me with another problem (printing out my contacts list) as well as 3 or 4 other issues. Outstanding! Efficient, helpful, and very cordial.

Shannon is amazing

Shannon is amazing, she stayed with me patiently to make sure i get the help I need to get the newsletter out on time. thanks a lot Shannon.

Great help once I got to a human to help me

I called and got AI and it did not have the answer. It told me a few different ways I could not do what I needed to do. I finally asked to speak to a human, hoping that was possible, and it was. I had to wait on hold for 10-15 minutes but it was worth it. I was trying to resubscribe someone who was stuck in 'pending' status. Ray helped me out by finding the link to the correct landing page very quickly. I have that link saved now for future use. Ray was awesome.