FTTN App 4+

Buggy app cost me $120

TL;DR App put through an extra order without notifying me, and customer service blamed me for the error and made me pay for both. Seems sketchy.

I got the app for early access to sales. I entered my payment info ahead of time like they said. While using the app, I experienced several bugs that took me to alternating pages when pressing the back arrow, and error messages when trying to check out that kept putting me back into the cart. I changed my payment method and got a “this page doesn’t exist” but then I checked my email and it had done not one, but two orders. I immediately emailed customer service explaining the issue and asking for one of them to be cancelled.

On Monday customer service got back to me, and said they wouldn’t refund or cancel the duplicate order, and blamed me for the issue. They didn’t receive error reports so they don’t believe me. They made me feel bad and said that I prevented people from buying these items and they don’t want to put them back into stock. (It’s three shirts.)

I explained that I really couldn’t afford an extra $160, and that there is no way I’d put through two orders knowingly, since shipping is $40 CAD each time. I asked if it would be easier for them to refund the paypal order or do a visa chargeback. They threatened to ban me if I did a visa chargeback, because it costs them fees. 🤯 Like… their buggy app just cost me $160 and they won’t even take accountability.

After trying to reason with them they said they’d refund only one of the shipping charges, and suggested I resell the duplicates on a facebook group. The whole customer service experience was so brutal that I actually cried. I can’t in good conscience recommend this app to anybody and I’m pretty sour on the whole brand now. A pity, because I wear their shirts all the time.

At the end of the day, they didn’t believe my feedback about the app issues so I doubt they’ll attempt to fix them. Why would they, if it results in them making double the money at our expense?