Returnloads.net Reviews 56

Reply from Returnloads.net

Jul 6, 2021

Dear Robert. I am very sorry to hear about your experience of Returnloads.net. Our customer satisfaction is extremely important to us. We have been operating for over 20 years and have thousands of long terms members so your experience is not a normal nor is it acceptable.

We do offer a completely free trial which is usually 7 days. After which, in line with the terms and conditions' if we have not received a cancellation request, the subscription begins. This would have been outlined when activating the trial. It is at this time you would have discussed which subscription you would wish to continue with.

We do take credit card details. This is for 2 reasons. The first is part of the set up and allows continuation of service after the 7 day trial with no further intervention required the second and more importantly is for security. Returnloads is a members site. We use your credit card details to perform an AVS check at time of activation. Before you get access to the service we check you are who you say you are and where you say you are and the easiest and quickest way to do this is using an AVS check as your bank will have already done the verification work .
These cross checks the name and address we have against that which the bank hold.

These details are then used for your recurring subscription as per the terms and conditions of the account.

These terms and conditions are sent to you when you receive your username and password and are also presented the first time you log onto the service. At this time you are prompted to tick a box stating that you have read and agree to the terms which you did.

Subscriptions are easy to cancel. You simply need to email cancellations@returnloads.net before the renewal date and the subscription is cancelled.

With regards to the recorded delivery I am afraid I have not received it to our Southend office but as mentioned above cancellations can be made by email.

If you can email me now I can ensure the subscription is cancelled and no further payments collected.

I would be very interested in your feedback as to how we can improve the service in the future and hope we can get this matter satisfactorily closed as soon as possible.

Kind regards
Michele Tedaldi
Returnloads.net

Reply from Returnloads.net

Feb 8, 2021

Hi Gene

Thanks for leaving a review of our service however I am really sorry to hear about your experience. You are totally correct that our Terms state we take cancellations by phone. The idea being that this is the easiest method for most people. We would of course action cancellation requests received by email but would normally call to confirm.

With regards to your actual cancellation and delay in the process, I will be investigating this further and will be in touch shortly to ensure this is sorted out for you without further delay.
I can only apologise for this delay and any inconvenience it may have caused.

Returnloads.net take customer satisfaction very seriously. We have been operating for over 20 years and have 2000 members whom we value. Our terms are very clear and we would never act in a fraudulent manner.

Once again I am very sorry for your experience however we will be in touch shortly to ensure this matter is resolved in a satisfactory way for you.

Kind regards
Michele, Returnloads.net

Reply from Returnloads.net

Feb 8, 2021

Hi Jason
Thank you for your feed back.
Firstly, I am extremely sorry for your experience of Returnloads.net. I can only apologise for the failings in our procedures to deal with your account.
Unfortunately, an error was made when your account was initially activated which resulted in the immediate charge rather than the 7 days free. Due to internal changes all refunds need to be handled by our finance department and I'm afraid, as is sometimes the case, this new procedure had some problems. One of these was the time factor to get refunds processed.
I am very aware this has been a problem and has caused us much embarrassment and I can understand how frustrating this must have been for yourself.
Returnloads.net value their members and wish to provide the best service possible, In this case we have failed however we have taken steps to ensure this doesn't happen again.
If you would like to email me, I can ensure this matter is resolved without further delay.

Once again Returnloads.net are extremely sorry for this short fall in service and the inconvenience this may have caused.

Kind regards
Michele@Returnloads.net

Reply from Returnloads.net

Jul 15, 2020

Thanks Erin! Glad to be of service. Best of luck with the new business and please do contact us if there is anything we can help with. our site has many useful industry Info pages too!

Reply from Returnloads.net

Jul 14, 2020

Dear Moore Fire,
I am so sorry to hear about your experience of Returnloads.net.
Returnloads.net aim to offer a great service both technically and customer support .

I can assure you that Returnloads.net is not a SCAM in anyway. We are one of the only freight exchanges to offer a free trial of our service and this is because we believe in customer satisfaction.

The free trial is requested by completing the online form 'Start your free trial '.
Once you have submitted your details, you are sent a message that clearly states ' Thank you for your enquiry, a member of our team will be in touch shortly.'

All free trials are set up with our team members to ensure the suitability of the platform to your needs.

However we recognised the fact that some people know what the platform is all about and don't need a trail, they simply want to join.

Therefore at the bottom of the page informing you that we will be in touch shortly there is a message saying 'Can't wait? Click here for instant access.'

This means you have instant access to the service and you enter the subscription and are charged instantly.

You will have been presented with the Terms and Conditions which you are prompted to read and if you agree to them you need to check a box to continue with the account.

These Terms and conditions clearly state:

5.3 If you choose to sign up with instant access you will become a full paying member immediately and your first monthly payment will be charged at the point of signing up. If you wish to cancel your membership after signing up for instant access you will be required to give us 60 days’ notice of your intent to cancel in accordance with our member terms. By signing up instantly you waiver your right to a 14 day cooling off period.

5.4 Refunds Policy
We do not refund monthly subscriptions in any circumstances. In the unlikely event that the site has been inoperative for the whole or substantially the whole of a month for which you have paid a subscription then you will be entitled to a free subscription the following month.

So we have not scammed you at all. We are always happy to offer a trial period which is indeed completely FREE as advertised.

I believe you called to cancel and requested a refund.

As you can see in the Terms above we are unable to offer a refund for the monthly subscription package. You will also see that for all our live accounts we require a 60 day notice to cancel a subscription.
As there seemed to be some confusion with your membership and as a gesture of good will, we offered to waver this 60 day notice period and 2 further subscription payments, and also add a further 2 weeks access to the platform completely free of charge.

i am sorry if you feel this is unfair however we feel that with our Terms and Conditions taken into consideration this is a fair offer.

The platform is used daily by nearly 2000 members and over 3000 live loads a day being placed. we really wanted you to have the opportunity to see how the platform could benefit your business.

We did in no way set out to Scam you into paying for an account you do not want .

Once again, I am sorry for your experience. We are always looking for ways to improve our customer journey and the points raised in this review will definitely be examined as areas for improvement and I thank you for bringing this to our attention.

Kind regards
Michele Tedaldi
Sales Manager