Helium 10Reviews of helium10.com

Response from Helium 10Apr 11, 2025

Hi Stephen, Thank you for taking the time to share your feedback. I'm truly sorry to hear about your experience and the frustration you've encountered — this is not the onboarding experience we strive to provide. While our Technical Support team primarily assists with billing and technical issues, we completely understand how valuable it is to get the right guidance when you're getting started. That’s why we offer one-to-many training sessions led by our Customer Success team, specifically designed to help you learn the platform, get your questions answered, and feel confident using our tools. You can find our full schedule of weekly webinars, live training sessions, and office hours here: https://forum.helium10.com/category/helium-10/announcements-events-and-new-features/weekly-events-webinars-and-office-hours We’d love for you to join these sessions — they’re a great way to get started with the fundamentals and connect directly with our product experts. Additionally, we offer a robust Help Center with step-by-step articles and video tutorials on all our tools, available here once you're logged in: https://kb.helium10.com/hc/en-us Once again, I sincerely apologize for the inconvenience you've experienced. I appreciate the opportunity to point you toward the resources available, and we're here to make sure you get the support you need. If you have any further questions or need help finding the right session, please don’t hesitate to reach out to us at [email protected]. Sincerely, Nada S Sr Manager of Support

Response from Helium 10Apr 11, 2025

Hi Avtar, Thank you for your feedback, and I'm sorry to hear about your experience. We understand how frustrating it can be when the data doesn’t align with what you’re seeing on your end in other platforms such as your Amazon Seller Central, and we would like to take a further look into the data discrepancies you mentioned. To help us investigate this further, please email us at [email protected] with "Data Discrepancies - Trust Pilot Review" as your subject and provide the following: 1. The date range and the specific tools you were using when you noticed the discrepancy. 2. Any screenshots of the data you received from Helium 10. 3. Any relevant details from what you saw on your end in Amazon for comparison. Once we have this information, we’ll be able to escalate it directly to our engineering team for a deeper review. We truly value your business and would appreciate the opportunity to resolve this for you. Sincerely, Nada S Sr Manager of Support

Response from Helium 10Mar 27, 2025

Hi John, We’re truly sorry to hear about your experience, and we understand your frustration. We want to make sure we get this sorted for you as quickly as possible. To better assist you, could you please provide more details about the issue you’re encountering? You can email us directly at [email protected], and one of our support agents will be happy to look into this further and help resolve the situation. If you’re using the chatbot, you can select the “Something else” option to connect with a live agent right away, and they will be able to assist you directly. We truly appreciate your feedback and are committed to improving your experience with our service. Best regards, Nada S Sr Manager of Support

Response from Helium 10Mar 27, 2025

Hi Phil, We’re truly sorry for the experience you’ve had, and we understand your frustration. To ensure you get the assistance you need, a Senior Technical Support Specialist will be reaching out to you within the next 24 hours to discuss your request in more detail. We appreciate your patience and look forward to assisting you further! Best, Nada S Sr Manager of Support

Response from Helium 10Mar 27, 2025

Hi Peter, Thank you for taking the time to share your feedback. We genuinely apologize for the experience you've had, and we understand your frustration. Regarding the Scribbles tool, we realize there was a misunderstanding about its functionality on the Starter plan. To clarify, while the Starter plan includes "limited" access to certain tools like Scribbles, this access is only available during the first 30 days after account creation. We should have communicated this more clearly upfront, and we appreciate you pointing this out. We sincerely apologize for the delays you encountered with support. It’s never our intention to leave our customers waiting or feeling unheard, particularly during transitions when agents are logging off and on. Rest assured, we've processed your upgrade, applied the 20% discount, and resolved the refund accordingly. Your feedback will help us improve our support process, and we're taking steps to ensure quicker, more effective responses in the future. We truly value your business and would love to continue working with you to ensure a smoother experience moving forward. If you have any further questions or concerns, please don't hesitate to reach out directly. We're here to help! Best regards, Nada S Sr Manager of Support

Response from Helium 10Mar 4, 2025

Hi Francisco, Thank you for sharing your experience, and I’m truly sorry to hear about the frustration you’ve encountered. I completely understand how upsetting it can be to feel like you’ve been charged unexpectedly. Our software operates on a subscription-based model, with payments taken either monthly or annually to your choice, as stated when signing up. If you had canceled your subscription but were still charged, we sincerely apologize for any confusion or inconvenience this caused. To resolve this matter, please reach out to our support team at [email protected] with "Trust Pilot - Refund Request Review", and a billing team agent will assist you in reviewing your account and any charges made, if there was an error, they will also make any corrections as needed. We appreciate your feedback and are committed to helping resolve this issue as quickly as possible. Thank you for your understanding. Sincerely, Nada S Sr Manager of Support

Response from Helium 10Mar 4, 2025

Hi Cengiz, Thank you for reaching out and sharing your experience. We sincerely apologize for the inconvenience you’ve faced with your dashboard not updating. If this issue is related to our MT360 tool, please note that it was a known issue that took longer than expected to resolve due to its complex nature that support agents are unable to resolve without engineering assistance. If you're still experiencing this problem, or if it’s unrelated to the MT360 tool, we want to ensure your issue is properly addressed and fully resolved. Please email us at [email protected] with "Trust Pilot - Dashboard Issue Review" in the subject line, and we’ll escalate your ticket to our engineers for further investigation. We truly appreciate your patience and are committed to resolving this for you as soon as possible. Thank you for your understanding. Best, Nada S Sr Manager of Support