Hi Amy, the minute this review came in I went deep with the team on every touch point of your experience.
I apologize for your time with us. We take every client very seriously and strive for excellence, but we fell short. As CEO of Cleverly, I take full responsibility.
You are right that our email platform was going through upgrades, leading to delays and out-dated support documentation. That's since been updated.
I believe we refunded you the additional month because you notified us on-time according to our policy, which we always uphold.
Best,
Nick Verity, CEO at Cleverly
Hi Becky, confirming we fully refunded all overcharges a few weeks back, and communicated with you closely about that.
Ultimately, I apologize for your experience. Typically our credit system, which is referred to in our agreements, is well-received by customers, but I understand and respect your concerns.
We have a full customer support team and people in charge of billing, but we limit the # of points of contact intentionally to ensure a better experience. We maintain under an 2-hour average reply time across all clients, which we track on the back-end through Front.com. After your experience, I dove into all communications and created a better system to ensure credits never get missed.
Thank you for your business and your valuable feedback.
Nick Verity, CEO @ Cleverly
Hi Anusha, we never worked with you as a client. You booked a sales call, and we cancelled the call because we have specific disqualifying criteria for client types that we don't work well with. The purpose of cancelling the call was made clear to you over email. We cancel sales calls to protect your time and ours, and we turn away certain client types if we don't believe we'll be able to deliver a great service up to our standards.
I wish you the best in your business!
Respectfully,
Nick Verity, CEO of Cleverly
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