Returnloads.net Reviews 56

Reply from Returnloads.net

Mar 9, 2020

Hi Brian
Thank you for reviewing Returnloads.net. I am very sorry to hear about your experience.

If you would like to discuss this matter further please do get in touch Michele@returnloads.net.
I will be happy to review the details of your account.

Returnloads.net take customer satisfaction very seriously and so I would like to explain how this misunderstanding has come about. We certainly would not have lied to you about the terms etc.

We offer a trial of up to 14 days. To activate this trial and for the security of the existing members we take card details to perform an AVS check which cross checks name and address against that held at the bank. No payment is taken from this card during the trial period. The trial period is completely free.

Our team would have advised you that you can cancel your trial at any time before the 14th day if you do not wish to proceed with a subscription. If the account is not cancelled it will go 'live' and you will be charged £39.95 +VAT per month with a 60 days notice period required to cancel your account.

These terms and conditions are also stated in your 'Welcome' email containing your username and password and when you log into the account for the first time your are prompted to read and agree to the Terms and Conditions.

You did tick this box to say you read and agreed the Terms and conditions.

Our team would also have tried to contact you during the trial and prior to the 14th day to discuss your account and confirm if you wish to proceed. If you could not answer our calls during this time an email would have been sent to you advising that the account was due to go live and to contact us prior to the 14th day if you do not wish to proceed.

Unfortunately as I do not have your account information, I cannot see when this email was sent but if you contact me I can confirm this information.

As we heard nothing your account did go 'live' and the first months subscription was collected.
This subscription is for access to the platform irrelevant of use.
Similar to other subscription based accounts for example you would pay for a satellite TV subscription whether you watch the movies or not.

Despite all of this I will certainly be able to take a look at your account and see if there is something we can arrange that is a more favourable outcome for you. As stated above, Returnloads.net care very much about their customer's satisfaction.

Kind regards
Michele
Return Loads LLP

Reply from Returnloads.net

Feb 13, 2020

Thank Tony! So glad to hear you are happy with the service. If there is anything you would like us to improve on don't hesitate to get in touch!

Reply from Returnloads.net

Feb 3, 2020

Good afternoon .
I am very sorry to hear about you experience of Returnloads.net. Our customer satisfaction is extremely important to us and we will be in touch shortly to discuss your situation further to see if we can come to a more favourable resolve.

It is part of our sales procedure to confirm the terms and conditions of both the trial and the subsequent account. It will have been stated that there is no payment due during the trial period. If the account is not cancelled during this trial period then the account would become a live subscription on the 14th day, from which time we do require 60 days notice to cancel. This is stated in the Terms and Conditions of the account & trial and these are sent to you in your Welcome Email. You are also prompted to read and agree to them when you sign in for the first time.

Again I am sorry if there has been any kind of misunderstanding with regards to these terms and I will be in touch to find a more satisfactory outcome for you.

Kind regards
Michele Tedaldi
Sales & Marketing Manager 0333 006 3266

Reply from Returnloads.net

Sep 25, 2019

Thanks Robert. great to hear you find Returnloads useful. sorry to hear your frustration with the 'sold' loads. this is something that has been brought to our attention and as a result we have introduced the ability to report a load as sold. We also send reminders to all loaders to mark their loads as sold to try an alleviate this problem. We are hoping these functions will be useful. kind regards
Michele @returnloads.net

Reply from Returnloads.net

Sep 25, 2019

Thanks Andrea! Happy to be of service!

Reply from Returnloads.net

Sep 9, 2019

Good afternoon!

You spoke, we listened!

Our latest development sends automatic emails to members in which they are reminded to mark their loads as sold throughout the day. Also, it is now possible to report a load as sold to us at the Admin Team who will then contact the member to remove.
We are hoping that this will cut down the number of sold loads being advertised and save everyone time.
Hope you like the new addition!

Regards
The Admin Team
Returnloads.net

Reply from Returnloads.net

Aug 21, 2019

Dear Catalin.
We are very sorry to hear you are unhappy with the service offered by Returnloads.net. Unfortunately as you did not contact us we were unaware you had problems finding work for your van. Returnloads.net can never guarantee work to any one member as the type and area of loads changes throughout the day.
The team here at Returnloads.net are always happy to help set notifications on accounts so you see these jobs as soon as they are live.
having looked at your account I can see the payment was taken on the 14th day of your trial as advised when you set the account up. As we didn't hear from you the account transferred to a live account on the 14th day as per the Terms and Conditions of the account.
You are advised on this when you speak to the membership team and also when you log into your account for the first time you are prompted to read the Terms and Conditions and agree to them before proceeding.
I will be contacting you privately to see if there is something we can do that will make this a more satisfactory outcome for you.
Kind regards
Michele
Returnloads.net

Following on from this review a refund was issued as a gesture of good will. Unfortunately this was the first we had heard about Catalin's dissatisfaction and so we were not able to act previously. (When activating a Free Trial of Returnloads.net all the Terms and Conditions are clearly stated on numerous occasions which state clearly the trial must be cancelled before the 14th day (not 10th) or the first subscription payment is payable. ) Customer satisfaction is very important to Returnloads.net and we hope this has been a more favourable outcome.