crystal cavern imports
United States
Reviews (2)
I did like the idea of the platform but I had a few issues. 1) No matter what I did I could not get my google account to connect. There was even a third party app google recommended to transfer account data but even that didn't work so there was a big platform missing for my ads. 2) Probably more importantly for me was that they put pretty big holds on your credit cards for the ads. I set up an ad campaign for a total spend of $45 a day and there was almost $800 worth of holds on my credit card. If I just run these ads myself through google, facebook, etc. there aren't holds on my credit card. If I was trying to run a few ads and was spending closer to $100+ a day there would have been almost 2k worth of holds on my credit card and I just don't want my credit tied up like that.
Developer reply ·
Hi there, I am Rohini from the AdRoll Customer Support team. First and foremost, I want to express my gratitude for taking the time to share your experience with us. I'm truly sorry to hear that it wasn't a positive one, and I deeply regret any inconvenience it may have caused you. I've reviewed your account and, I want to assure you that the recent activity isn't an actual charge. Our automated system attempted to authorize the default payment card as part of the standard approval process for your campaign. This is a routine step to verify the validity of the payment card. You can learn more about it here https://help.adroll.com/hc/en-us/articles/360049332892-Payment-Method-Authorization I want to reassure you that the authorization amount is promptly voided from our end. Nevertheless, the timeframe for the funds to become accessible again on your card is subject to your bank's policies. I understand that the authorization process may not be ideal for everyone. I'd emphasize that validating the payment method is a necessary step in ensuring the validation of payment card for security reasons. I've also noticed that the Google ad account is not connected, and I understand that this issue is still unresolved. Please be assured, that your concern has not gone unnoticed. I will be more than happy to work with you to rectify this. Your satisfaction is paramount to us, and I genuinely apologize for any inconvenience. I'd love to follow up with you personally via email to sort this out. I am hopeful for the chance to rebuild your trust and showcase the high standard of service we pride ourselves on delivering. Your satisfaction remains our utmost priority, and we are dedicated to making things right for you. Cheers, Rohini
Absolute rip off. My customer received her crystal which was damaged in transit at the tip. They claim it is only "cosmetic" because the item is still usable but that would mean any of my crystals technically would never be covered as all of the damage would be "cosmetic." Now my customer has paid for a service and they are being ripped off since Route won't cover it. Personally I feel like this is a big oversight on their part. Not all items damage the same way. Be cautious when downloading this and helping your customers be ripped off. NEW EDIT: as you can see in their answer below they did resolve my orignal issue but that is because I threatened to call the BBB on them, not out of the goodness of their heart. Damage is damage even if it is just a chip so their policies allow them to accept or deny claims at their discretion and I am assuming its usually denied. I cancelled them on my shop because they have changed a lot of their policies including that if a package is marked as stolen customers may have to file a report with the police. I have a lot of black customers and I would NEVER ask them to make contact with the police for something as little and stupid as a lost package when Shipsurance does not require this. I also just had an international customer have their claim denied which I am currently trying to dispute. He thought it was lost in customs so waited to file a claim in the hopes it would arrive and now they have denied him saying he waited too long. With COVID and extended wait times for international shipments it seems like AGAIN they just do not want to pay out for services they have been paid for. Absolutely don't deal with these people. They are a total rip off. Second edit: They will not cover my international shipment that was lost in transit. If I had insured it through Shipsurance for $0.70 I would have not had to pay out over $100 to my customer who spent THEIR OWN money on Route's product.
Developer reply ·
Hi there, Thanks so much for your candid feedback. Route prides itself on offering top-notch customer service to our merchants, and we are so sorry your experience fell short. I’m showing that the customer in question submitted a photo in which no damage is visible, and that the specialist made a cosmetic damage call based on the photos provided. The customer and yourself responded mentioning that the damage was indeed not cosmetic and would fall under Route policy. With that additional information, it appears our specialist was able to get managerial approval to cover a refund for you customer. Our sincerest apologies for any confusion or misunderstanding. Per Route policy we cover damage that renders an item unusable, and not minor cosmetic scratches or dings: https://help.route.com/hc/en-us/articles/360041131194-Route-Package-Protection-Policies We understand many merchants sell specialty products such as artwork, crystals, etc… and our team is always happy to work with merchants to find the best solution for their products. Again, we’re so sorry your experience fell short of expectations, but we’re happy we were able to take care of your customer. We would love to continue our partnership, and are always available to discuss coverage options on your crystals. If you are interested in continuing but would like to explore how Route will best work for your store, please reach out to csm@route.com and we’d be happy to assist. Hope you had a lovely weekend, Jordan, Customer Service
