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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/10/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I subscribed to this app in hopes of getting therapy. But it wasnt until after i was told that it was more like sending emails back and forth. Feeling mislead i instantly unsubscribed and emailed them. I did not use their service nor do i intend to. They have not wrote back. This happened on august 28th. I see that they are answering other peoples reviews and ignoring my reviews and emails. This is not write to pry on people who are in a hard time as it is. But to ignore someone who got mislead then charged and didnt even use their services is a whole other type of wrong. I just really want my money back. Im a single mother dealing with mental health issues. Im unemployed. I did not recieve any help although paying $150.00. Please help me make this right and restore my hope in humanity! Its not right what this app is doing.
Business response
09/10/2021
Hi Samantha,
When you sign-up for online therapy it is made clear that it is asynchronous messages sent back and forth but it sounds like it wasn't what you initially felt like you should be receiving. We do make this clear at 7 Cups and the billing department will be in contact with you shortly to discuss the next steps.
Best wishes
**** Meighan
Director of Clinical OperationsCustomer response
09/10/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***********************************
Initial Complaint
07/30/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I signed up with 7cups on the 22nd of July and requested a refund on the 23rd after I realized the site is extremely non user friendly and is not customized to a user's needs. I have emailed the company twice to and they only answered me once to tell me they would find me a therapist, no mention of a refund. I tried calling and no one called me back. I am extremely unhappy with their customer service and want my refund.Business response
12/17/2021
Hi *********,
I hope you are well. I just wanted to say sorry for our delayed response as this was missed from our side and I do want to apologise. I have actioned the next steps and you should receive it in the next **** days. If you ever wanted to return to 7 Cups we could also issue you a discount and if you would like to discuss this please email me directly.
Best wishes,Initial Complaint
06/02/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I canceled my subscription on 4/5/21 and received confirmation via email that my subscription was canceled. Since then, I've been charged twice in the amount of $150, for a total of $300. I've reached out through 3 emails, multiple phone calls and 2 voicemails. I have yet to receive a response. I'm looking for a refund on the two payments that were taken out after my subscription cancelation. The service was subpar at best, and there were times during the weekday that I waited longer than I was suppose to for a response which is why I canceled in the first place. Now I can't even get a response from them while they continue to bill me. $150 may not seem like much, but when it prevents bills from being paid on time or basic necessities from being bought, any amount is too much, especially when you receive confirmation that you successfully canceled.Business response
06/03/2021
Dear *********,
Thank you for getting in touch! Unfortunately, the reason why we are unable to proceed with your request is due to the deletion of your member account. Please send us an email at [email protected] and we will get back to you with the next steps.
Take care,Initial Complaint
05/14/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Date of transaction 5/10/21 7 cups has consistently ignored my request for a refund. They say they can't locate my account because they deleted it rather than refund me. They charged me $150 and have not tried to resolve the issue. I have attached a screenshot of my initial message from my therapist as proof of my account existing.Business response
06/03/2021
Dear *******,
Thank you for your email. I am sorry to hear of the issues we are having locating your account due to your request of it to be deleted. It looks like your complaint has now been resolved.
Take care,Customer response
06/09/2021
I did not request that my account be deleted, I requested a refund. The business instead deleted my account and then gave me the runaround saying it never existed until I filed this complaint with the BBB. Only then did they finally respond and refund me.Business response
07/29/2021
Dear Alison,
Thank you for contacting us at 7 Cups. We have resolved the issue for you.
Best wishes,Initial Complaint
05/11/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I have been trying to contact 7cups for 8 days to resolve a problem and they won't respond. At first I just wanted the issue resolved, but now I need a refund. I paid for therapy on May 3rd and was connected with the wrong therapist. When I tried to fix the problem, nobody would help. I was being ignored for days at a time. All the while, I haven't had access to my therapist. I've attached the emails from May 3rd to today, May 11th.Business response
05/13/2021
Hi ******,
Thank you for your email. We will be in contact to resolve the issue.
Take care,
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Get a QuoteCustomer Complaints Summary
30 total complaints in the last 3 years.
2 complaints closed in the last 12 months.