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Business Profile

Information Bureaus

Selfdecode

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/30/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I never received the required 30 notice before my subscription auto-renewed for another year and I do not want the service anymore.

    Business Response

    Date: 05/30/2024

    Thank you for reaching out to us regarding your subscription renewal concern. We sincerely apologize for any inconvenience caused by the oversight in providing you with the typical 30-day notice prior to your subscription auto-renewal. Upon investigating your account, we discovered a technical issue that prevented the auto-renewal reminder from reaching you. We understand the importance of transparency and timely notifications in such matters, and we regret that this fell short of our standards. In light of this, we have taken immediate action to cancel your subscription as per your request. Additionally, we will be issuing a full refund for the renewal charge.
    Your satisfaction is of utmost importance to us, and we appreciate your understanding and patience in this matter. Should you have any further questions or concerns, please do not hesitate to contact us.

    Customer Answer

    Date: 05/30/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    *****************************

  • Initial Complaint

    Date:12/12/2022

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I signed up for their service last year and they autorenewed without informing me the original offer was auto renew and now they won't refund my money. This is a shady practice, at best. They do a very poor job informing their customers about this. I emailed and was again refused a refund.

    Business Response

    Date: 12/20/2022

    The customer purchased an annual subscription with us, which maintained their access to SelfDecode, SelfDecode Labs, and SelfHacked.

    On all of our landing pages and checkouts, it is explicit that we are a subscription service. We are in no way trying to hide that we are a subscription service or that subscriptions auto-renew to avoid interruptions in service.

    We are very confident in the value that we provide, this is why we offer a 30-day money-back guarantee on initial purchases. Those that do not want to continue with us have a whole year to cancel before being charged for their renewal.

    We also send an auto-renewal reminder one month in advance of renewal because we understand that it can be easy to lose track of auto-renewals. This customer did receive an auto-renewal reminder.

    Our renewal and refund policies are clearly stated and consistent with regulatory guidelines and industry practices.

    Nonetheless, we have refunded this customer as a show of goodwill.

    At SelfDecode, we are committed to our customer's satisfaction.

    If you have any other problems or requests, please don't hesitate to reach out to our customer support team.

    Customer Answer

    Date: 12/23/2022

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    *******************

Selfdecode is NOT a BBB Accredited Business.

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