Big Business Events review: Branded system

Below is a full breakdown of the email complaint and refund request I sent directly to the company email [protected]@bigbusinessevents.co.uk:

Hi,

I am writing to you to formally complain and request a refund for the "BRANDED" programme I purchased back on the 8th August 2024 for £997 + VAT (£1,196.40 total), invoice number 15937. Below is a full summary of my complaint:

I joined Skool after seeing promotional material on Adam Stott via Instagram, I recently started a professional coaching business and wanted to improve my outreach to potential clients. Adam seemed to know what he was talking about, so I attended the 3-day free webinar lunchtime sessions, thinking this maybe a better insight into what I need to do. Adam spoke a great length about his successes and how he'd helped XX amount of people turn their businesses into award winning success in just a short space of time. He also pushed how using the social media secrets would help boost following by 1000s, and it covers all social media he'd discussed in the 3-day event (LinkedIn was discussed and was the only one I was interested in for my business). I really didn't like the very American feel to him asking for people to comment in the live chat when he was trying to resonate with the audience by asking for a "I NEED THIS NOW" or other words to that effect, I have to admit I even did it myself embarrassingly!

At the end Adam was really pushing the BRANDED programme at a special one-time purchase price of £997+ VAT, but ONLY to the next 10 customers (instead of the standard price for the whole package which was actually close to £10,000!), very pressure fuelled and urgency driven sales tactics, which again, I fell for. The only reason I did fall for this is because Adam being the genuine guy he is said if at any point you're not satisfied with the product you will 100% get your money back! Great, at least I'm covered if something isn't right (how naive of me!). The full package included:

1. BRANDED Programme access
2. Money back guarantee if you're not satisfied
3. Social Media Duplication System
4. Personal Brand Unlocked (supposed to cover all social media outlets he mentions in the 3-day webinar - Instagram, TikTok, LinkedIn, Facebook, X)
5. 3-day face to face workshops on building your own business brand in Chelmsford (not exactly the most helpful being over a 2-hour drive away)
6. WhatsApp access to a PR group

After purchasing this package, I had an email from Isaac Clement welcoming me and thanking me for my purchase. I was provided as link to log into the BRANDED Programme, which didn't work (first warning flag), I went back and questioned this, to which Isaac replied with a link, which again didn't work. Eventually I got another email link to something I hadn't even purchased about LinkedIn Secrets. Again, I flagged to Isaac that something wasn't right. He then called me and finally I got access to the programme. I also mentioned that on the original email (clearly automated) that there are weekly "coaching" sessions for people who have questions on anything about the BRANDED system, which are held on Tuesdays, however on the phone Isaac had said these were on Fridays, again a professional service that has fallen short at the initial hurdle isn't great!

The following day after purchasing I had decided that this programme wasn't for me, there were already alarms for me about the professionalism of the organisation and I wanted to exercise my right (according to Adams speech) of requesting my money back. I was met with a call again from Isaac saying that I couldn't get my money back because I now had access to the materials for life and I couldn't be removed, what a complete load of rubbish! I flagged what Adam had said about money back and also that the additional benefits provided for Personal Brand Unlocked secrets were also inaccurate as there were meant to include all social media aspects but actually only have TikTok and Facebook?! His reply:

"Oh, well I've given you free access to the LinkedIn Sales programme so that will cover everything"

Me: "What about Instagram?"

"Oh, is that not on there? It should be, I'll have to check and get back to you". The guy clearly had no clue what he was doing or talking about at all. I asked for his managers name and email address so I could escalate my concerns. I was provided with Cassie Adams.

Following my email complaint to Cassie I had a call from her (Monday 12th August) to discuss my concerns about the product and also the lack of customer knowledge and care. Cassie told me that Isaac was new (REALLY?!) and they would ensure he was properly trained so this sort of mishap didn't happen again. It shouldn't happen in the first place if you have a decent customer services structure setup. When I mentioned about the money back guarantee to Cassie, she'd never even known that this was offered! She told me she'd have to go away to investigate it and come back to me.

Fast forward to today. As a way of testing my hypothesis on BBE, I have been through the video content on BRANDED, I'm sorry to tell you but the quality isn't of a suitable standard by any stretch! It doesn't provide any value past what can be found on YouTube for free and what I already know. The module on Award Nomination (Module 4 I believe) is basically just Adam telling you about the different award types and rating their importance out of 10! Module 2 is also no help unless you have multiple testimonials from clients, what if you’re just starting out as a business? If you don’t have a client you can’t post about testimonials etc, it hasn’t been thought through at all. The PR WhatsApp group has had the same number of posts about Adams new book release and pushing sales on that as it as PR opportunities for people (none of which are of help), again this company just appears to push sales upon sales at customers with no customer care for people who have already paid!

I’ve also sent my “origin story” to through to this email address, I had a missed call from someone apparently the following day, no email follow up, no voicemail left. It’s like the bare minimum is done for customers so you can try to defend the business when someone complains.

I’ve also been onto Trust Pilot, Sitejabber and Glassdoor to look at reviews. To find that there are plenty of other customers who have found the exact same issues as myself! Seems like a pattern emerging.
I’ve also reviewed your T&Cs on your company website, I refer you to the below, specifically bullet point 2. Adam is making out his products are the best in class and world renowned, yet he’s not even willing to back it on his website!
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You also make mention in your T&Cs (section 4 – Membership and Programme Fees) below that refunds are not offered by BBE (4.8), yet Adam is quoted on his webinars as saying they are! False advertising again! Plus, there is also evidence on Sitejabber where you have responded to a complaint confirming you have provided a full refund, again see below:

I am requesting a refund in full, as I have already mentioned to Cassie and Steve in a separate email chain, I’m not interested in another course or programme, but a refund and I am in contact with Citizens Advice should this not materialise. My last question to this would be, if Adam is as successful as he claims and boasts with these hundreds of positive reviews, why is it so hard for refunds to be given to the handful of people who have complained?

I look forward to your response.

Duncan

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