Ben M.
Good, until you TRY to cancel
For the price the service was good, enough content to look through and use. However, trying to cancel a subscription was difficult, as usual, like many companies they made it almost impossible despite claiming in their help sections and T&C's you can simple cancel through your profile section of the website. This simply does not exist. After failed attempts to get them to answer my emails about canceling a sub, how convenient they ignore those ones, I actually, for once, got the little Help chat Bot to work, it sent me a link to a 'Billing Portal' a hidden section of the website! I was able to finally cancel. Nowhere in their Help sections or T&C's ect tell you of this, I somehow stumbled across it. When companies choose to do this, and it's by design unfortunately, immediately the company becomes untrustworthy. its a shame because their pricing is good and was happy, but after this I will not recommend.
Response from TuneReelAug 11, 2024
We appreciate your feedback. We will work on ensuring that users can find their way more easily. Thank you! Also, we are pleased to hear that our chatbot was able to help you! We want cancelling a TuneReel membership to be simple and straightforward. Members can access our Stripe Billing Portal from the drop-down menu (make sure you're logged in) or by reaching out to support. In addition, members receive an email with a link to the billing portal several days before their card is charged. We did receive your email about 24 hours ago (we're a little slower during the weekend) asking us how to cancel your subscription. Before we had an opportunity to respond, and upon checking your account, we noticed that you've already successfully canceled your subscription on your own. We're very sorry this experience may have caused frustration and a lack of trust. We have strong relations with our customers and take pride in the trust they give us and our services. Per our policy, you are eligible for a full refund for the last billing cycle as long as new licenses were not generated. Please contact us if that is the case. Please reach out to us with any questions and we hope we have the opportunity to provide you with more music in the future! Thank you.