Fleur
Disappointing & inflexible attitude
Unlike other every other subscription service I have, ZonGuru does NOT give any advance warning that your subscription is approaching its auto-renewal date. This would be respectful and courteous business practice and from my experience, is standard practice across other subscription services. Unfortunately, ZonGuru took a very abrasive and inflexible approach when I asked for a refund for a service that I no longer have a use for. I asked for a refund on the same day my CC was charged, which was the renewal date, of which I did not receive a reply so I disputed this charge via my bank. If I had received an advanced notification, I would have cancelled my subscription before this date and I wouldn’t be writing this review. This lack of advance notification by ZonGuru, along with a refusal to refund, gives off a deceptive vibe and which I feel brings into question their professionalism and values as an organisation. The point isn't that their auto-renewal process is in their terms of service, as they like to point out and give as their reason to take money for something I'm not going to use, it's that they’ve treated me, a customer, with such arrogance and inflexibility. I don't experience this in my other business interactions. ZonGuru’s response via my bank wasn't in the friendly tone you might read here; it is very harsh and abrasive. I assume my experience happens frequently because the message appeared to have sections copied and pasted - I was referred to as both "she" and "he" throughout and it was quite rude and dismissive. I’m not interested in a response to this review that says this is done to ensure “uninterrupted service”, because it's people who don't use or want to pay for your service that don't need this. And I’m fully aware that I am responsible for what I sign for, but good business practice is also more “human” and flexible. I am so disappointed in this attitude and that ZonGuru don’t seem to have any problem taking money this way. EDIT: ZonGuru’s response to my original review makes no sense - they have not read their records correctly. I cancelled my 2nd year subscription a few days after the 10th of June (the annual renewal date) not 2 months?? I did this after they did NOT reply to my email querying the annual charge for a 2nd year as I didn’t realise that was where I had to cancel it. There was definitely not a generous cancellation policy since I had already paid for a 12 months subscription which I am not disputing. It’s the second year renewal payment that they are refusing to refund. I don’t think ZonGuru has even read my complaint properly and it’s interesting that the only way I can communicate with them is via a review site? Really poor business practice. Let this be a warning to others.
Response from ZonGuruJul 6, 2022
Hi Fluer, we appreciate the feedback. Our records show you canceled your plan two months into your subscription. We have a very generous refund policy and give users the ability to cancel at any time directly from their account as well as view upcoming payments. Unfortunately, as you were outside terms we were unable to provide a refund. As you can appreciate we must apply our policies consistently to ensure fairness for all subscribers. Our offer of additional free resources and support still stands if you ever want to give our tools another try.