Axandra GmbH

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Axandra GmbH Customer Service Contacts

425 7327-791

Axandra GmbH Nordring 21 D
Staudt
56424

www.axandra.com

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Complaints & Reviews

MBijl — Netherlands

This review was posted by
a verified customer

Verified customer

Axandra GmbH - SEO Profiler — Despite cancelling product they are charging us EUR 117.81!

Axandra GmbH
Made the mistake to try-out SEO Profiler for one euro.
Despite cancelling they are charging us EUR 117.81!
Be warned. Nice front but unfriendly back-end!
Do they have serious financial issues?
MBijl

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Lu
Lucy K Aug 15, 2013

I thought I had cancelled my subscription before the free month trial ran out, the site tells me I have no valid account so I thought it was successful but I still got charges GBP112.31. I can't find anyway to contact them unless you have an account to log in to or open a new account. Can anyone help?

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Mb
MBijl Jun 29, 2012

This comment was posted by
a verified customer

Verified customer

After confirmation from my bank that - after unnecessary communications - indeed the money was refunded, I was about to take away the online complaints: noticed that I have been characterized as "very offensive and impolite". I do not recognize myself in those qualifications, and frankly this was quite unnecessary. Seems to me an affirmation of an unfriendly office back-end. I wish this company a more effective way in communicating with seemingly 'difficult' consumers.

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Jo
Johannes Selbach Axandra Jun 24, 2012

Hello,

I'm Johannes Selbach of SEOprofiler and I want to clarify this issue:

- This person ordered a $1 trial subscription that turned into a
regular subscription after one week (as advertised in bold when the
customer purchased the $1 trial).

- The customer could have canceled immediately after signing up for
the trial without shortening the trial period (which he did not do).

- SEOprofiler plans can be canceled with a simple mouse click in the
online user interface of SEOprofiler. The customer did _not_ click
that cancellation link and he did _not_ send a cancellation request to
us through the private support forum before the first charge occured.

- Two days before the first real charge occurred, we sent a reminder
message with cancellation instructions to make sure that the charge
does not come as a surprise (recurring orders are non-refundable).

- When the first charge occurred, the customer clicked the
cancellation link and the subscription was immediately canceled.

When I explained the issue to the customer, he became very offensive
and impolite. In addition, we also refunded that order as an
exception.

In summary: the customer was reminded that the charge would occur
before it occurred, he could have canceled at any time, the
cancellation link was always available in his dashboard and he also
received his money back.

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