Long-term member, misleading promotion — but excellent escalation support
I’ve been a paying Skillshare member since 2019, so I was initially quite frustrated after trying to redeem a “Member exclusive” promotion that later turned out to be restricted to new subscribers only — something that was not clearly communicated in the main promotional banner itself. As someone working professionally in branding and communications, I genuinely believe the wording could be improved to avoid confusion for long-standing members. That said, after escalating the issue, the support team handled the situation professionally and respectfully. Both Whetney and Gina took the time to review the case properly instead of simply repeating policy responses, and Skillshare ultimately offered a fair retention solution which I appreciated. So while the initial experience was disappointing, I do want to recognise the quality of the human support once the matter reached the right team. My main recommendation would be greater transparency in promotional messaging and more visible loyalty incentives for existing subscribers.