Candelles LLC review for Yotpo Email Marketing & SMS

June 3, 2024

If I could put 0 stars, I would. Extremely disappointed in the customer service of this company. I had been using a variety of Yotpo apps for years now, and had switched over my SMS service to Mailchimp as of the holidays 2023. My last use of Yotpo's SMS app was Black Friday 2023. Randomly, on a Sunday evening, on May 12th 2024, my Yotpo account says it sent out a random "automation" to all of my SMS subscribers without my consent. I had never sent up any type of automation, and even after checking my account, could not identify what was "setup" or "sent". What I did notice though is that I was had SIX $20 recharges made to send these mysterious texts. (BTW, my own phone number is one of the numbers within the list and I hadn't received any text from this "campaign".) When I reached out to Yotpo to ask for assistance and a refund for this unauthorized charges, they simply blamed the fact that my auto-recharge option was still on, and so despite me not ever creating this "campaign" and them being unable to even figure out on their end how it was created or by who, I am still responsible for paying these recharges for an automation "sent" in error. But again, as I have said above. I never received a text from this campaign, and others who I know personally that also had a phone number on our list didn't either. I am out $120 for a campaign I never set up, a campaign that Yotpo cannot figure out how was setup, and a campaign that I am not even convinced truly sent to anyone at all. And Yotpo refuses to refund me. Despite my years of loyalty and despite no proof showing that this wasn't an error on their systems part. If I were you, I would run. Find a different app with a company who cares about their customers and stands behind making their own flaws corrected.