Ernie R.
Very Disappointing Experience
After having many delays for service and requesting help, ONCE actually replied that the company is run by voluntary part-time people with full-time jobs, however, they charge for their services. (?) After a few emails it seems the business is run by a guy with a cell phone and it's in the beta stage. He even replied to emails "sent from my mobile office", not sure if that was sarcasm or not. Eventually, I requested a refund, he stated he never received the refund request even though on the site, in black and white, it states refund request "received". Let's see how the refund goes.
Response from OnceOct 4, 2026
hey ernie- reid here. you're right. we disappointed you, and we're very sorry. there was a massive bug causing disruption across the system. it's fixed now but i can imagine how frustrating it is to pay money and get into a platform where stuff isn't working. (Trust me it's frustrating for us too.) Nobody at ONCE is voluntary. Founding team is three people. We're not rich and we didn't take any venture money. We're all musicians and we're doing this specifically for the music community. So yes, sometimes things are a little bit slower and that's just where we are right now. you asked for the refund 9/30. it was stuck in limbo until 10/2 because of the problem we were having. You actually helped us discover it on 10/3. Your refund was processed immediately. Along with an apology, Cmac gave you a bunch of free credits, should you ever decide to try us again. He also offered to hook you up with another distributor if that's what you chose. We believe in treating people the way we'd like to be treated and we hope that this is reflected in our response. Of course it's embarrassing and annoying on our end to have technical issues crop up that we only find out about when users start hitting a brick wall. It's something that we never want but it is an inevitable part of moving a product forward. Anyway none of that's your problem. Apologies again and we hope you decide to give us a try in the future. You will continue getting better. thanks! -reid