Helium 10Reviews of helium10.com

Response from Helium 10Jan 25, 2025

Hi there, Thank you for your feedback. I sincerely apologize that you feel the support you received was not transparent or helpful. We always aim to provide clear and considerate assistance, and I'm sorry that your experience did not meet those standards. Regarding your refund request, we do have established refund policies that are designed to be both fair and consistent. While we may not always be in a position to accommodate every request, we would be happy to review yours once more, provided it aligns with our policy criteria. If you would like, please reach out to us at [email protected] with " Trustpilot Review - Refund Request" along with the details of your request, and we will carefully reassess if we are able to fulfill it. We truly value your feedback, and I apologize again for any frustration this situation has caused. Best regards, Nada Sr Support Manager

Response from Helium 10Jan 25, 2025

Hi Ben, Thank you for sharing your concerns, and I’m sorry to hear about the ongoing issues you’ve encountered with the Profits tool. I understand how frustrating this situation must be, especially since the VAT handling for UK/EU users is crucial to your experience. I see that you mentioned you have experienced this issue since August, and I sincerely apologize that this matter has yet to be resolved. We’re actively working on addressing the VAT issue as it is more complex than a simple hotfix or patch, I’ll be sure to follow up with our technical support and engineering team on the latest update and if there is an ETA for a fix. Regarding the compensation, I understand your disappointment. We can only offer compensation that falls within our policies, but we’d be happy to look into your original ticket and see if there’s anything more we can do to address your situation. Please reach out to us at [email protected], with "Trustpilot Profis Review" in the subject line, and include your Helium 10 account email so we can look up your original ticket to investigate further and a technical support agent will provide you with an update. We value your feedback and are committed to improving the service, I appreciate your patience as the engineers work to find a final resolution of this issue. Best regards, Nada Sr Manager of Support

Response from Helium 10Jan 25, 2025

Hi Steven, Thank you for your feedback. I’m sorry to hear that your experience with our MRS Managed Refund Service didn’t meet your expectations. We understand you may have been hoping for higher recovery amounts, and we work hard to provide transparency about the potential outcomes. While we strive to recover as much as possible, the final result can depend on several factors, including the types of claims we’re able to address. To clarify, we do not include previously recovered cases in our audits, as we can only pursue refunds for charges that fall within our scope. Regarding the 25% service fee you mentioned, I’d like to clarify that this is a service fee of the total funds successfully recovered by MRS, not a commission. I want to also clarify that for Diamond customers, this service fee is 15%, and our customers are seeing immediate value of this service. We’re also aware that, like any software system, occasional bugs can occur. Our team is actively working on updates to improve performance and fix any issues that arise and we thank you for your patience if you experienced any issues during our beta phase of this service. If you'd like to discuss your experience in more detail or have any further concerns, please don’t hesitate to reach out to us directly at [email protected] with the subject line “Trustpilot MRS Review,” and we’ll be happy to look into it further. We appreciate your feedback and remain committed to continuously improving the service. Best regards, Nada Sr Support Manager

Response from Helium 10Dec 11, 2024

Dear Yuliya, Thank you for your feedback, and I’m sorry for the frustration this has caused. After reviewing your case, it appears there was some confusion regarding your subscription. You had paused your account for six months, and when it automatically resumed, the charges were applied. Since the subscription wasn’t canceled before reactivation, this led to the charges you noticed. Our support team worked to clarify this misunderstanding, and while we were unable to issue a refund, we did offer credits for future use. I understand you declined this offer, but please know it remains available should you change your mind. Regarding your request to unlink your card, we are unable to remove it from an active account, but we can assist once the account is canceled. Since you disputed the charge, our billing team couldn’t make any changes during the dispute process, as this could interfere with it. I hope this clears up any confusion. We appreciate your understanding, and we’re here to assist if you need further support. Sincerely, Nada Sr. Manager of Support

Response from Helium 10Dec 3, 2024

Hi Manfred, I’m really sorry to hear you’re having trouble with the cancellation process and that you haven’t received a response from our support team yet. I completely understand how frustrating this must be, and this is not the experience we want for our customers. We want to resolve this as quickly as possible. It’s possible that there’s a technical issue with the cancellation button, but we’re here to help. Could you please email us at [email protected] with “Cancellation Button Issue” in the subject line, and include the screenshots? This will help us better understand what happened when you tried to cancel. Once we have that, we’ll immediately connect with you to process your cancellation and also share the issue with our engineers to prevent this from happening again in the future. Thank you for your patience and understanding. We look forward to hearing from you and resolving this as soon as possible. Best regards, Nada Senior Manager of Support

Response from Helium 10Dec 3, 2024

Hi Ahmed, Thank you for taking the time to share your feedback. I’m sorry to hear about the frustration you experienced with your billing request. I completely understand how disappointing it can be when things don’t go as expected, especially when you’re looking forward to using a service long-term. When pausing a Helium 10 subscription, reactivation occurs at the end of the paused period selected. The date of reactivation is shown on the plans and billing page of your Helium 10 account and email reminders are sent 30 and 7 days before your account is reactivated. I’ve revisited your support ticket, we truly tried to offer flexibility by providing credits to resolve your request, and I’m sorry that the credit offered was not the solution you were hoping for. We always aim to support our customers as best as we can. Your feedback is incredibly valuable and will be taken into consideration to make improvements to better serve our customers. If you ever reconsider or need assistance, my team and I are here to help and support you.

 Thank you, Nada Senior Manager of Support

Response from Helium 10Nov 22, 2024

Hi Simms, Thank you for sharing your feedback. We're sorry to hear about your frustration with our service and apologize if our terms and conditions didn’t meet your expectations. I’ll personally review your case with our billing team to ensure it aligns with our refund policy. I couldn’t locate your account with the details provided. To help us investigate further, please email [email protected] with “Billing Request - Review” in the subject line and the email associated with your account. Thank you for taking the time to leave a review. We appreciate your feedback and are always working to improve our service. Best regards,
 Nada
 Sr. Manager of Support