Jen S. - Marketing M.
This relationship was a total disappointment.
We were very excited to partner with WW for our new homebuyer needs. Our rep was energetic and friendly and it appeared that it was going to be a great relationship. That's pretty much where the positive stops. I know that the virus has upended a lot right now, but the issues we've had with WW have gone far, far beyond what is acceptable. They didn't mail our first 2 months (April and May), which I can understand (sort of), but didn't bother to tell us that they weren't getting mailed - that is unacceptable. They furloughed our rep, haven't replaced her and didn't tell us they were doing that - which left me to deal with customer service. Their customer service director is friendly on the phone, but has major issues with follow through. I've been asking for months for hard copies of our mailings and have yet to get one despite repeatedly being told they were/are etc being mailed. They don't follow through on what they promise. Their mailing timelines, artwork deadlines etc are confusing. The staff is unprofessional and despite asking direct, simple questions I rarely get the answers I'm seeking. Needless to say, I wish we had never experienced this company and I cannot wait to be done with our contract. We will never use them again.
Response from Welcome WagonAug 25, 2020
Hi Jen, I truly regret the experience you've had with Welcome Wagon over the past few months. I understand how your situation was mishandled from all aspects. We will be evaluating what occurred on our side to ensure that it does not happen with another customer. Once again, you have my sincere apologies.