Reviews

Review Details

• Review fromSusann W

  Date: 07/28/2024

  1 star
  Dear BBB,I am writing to file a complaint against Zeel for engaging in fraudulent practices and failing to provide the promised full refund. I have faced multiple difficulties with their service and have encountered unresponsiveness and the blocking of communication channels.On July 25, 2024, I requested a refund from Zeel due to their repeated inability to find a suitable massage therapist. Zeel's customer service assured me via text that I would receive a full refund within 5-7 business days. However, I have not received the refund and have experienced a lack of communication and updates, prompting me to pursue additional communication. After three days of no response, I attempted to contact Zeel again, only to discover that my texting mechanism had been blocked as well email. In an effort to address the issue, I reached out to them through another company email and provided screenshots of the text message confirming the refund. Despite my attempts, Zeel had remained unresponsive.Eventually, Zeel unblocked their texting capability and requested supporting documentation to verify the credit owed to me. However, they swiftly blocked me once more, preventing me from providing a response. I took screenshots of all communications and sent them from an alternate email address, along with evidence of the additional $129.62 owed to me.Furthermore, I noticed that while the Zeel app displays a credit of $129.62, there is no indication of a refund being processed for the first refund owed to me as well as the second refund owed to me. Due to the block on my communication channels, I am unable to make any changes in the app or utilize the credit for my last massage.The lack of response, blocking of communication, and failure to issue a full refund lead me to suspect that Zeel is engaged in fraudulent practices. I have consulted with my bank's fraud department and will pursue further action if this matter if not addressed promptly.

• Review fromKimberly D

  Date: 11/20/2023

  1 star
  They are used through the VA for community care. Their therapist have all your information including your disability ratings and service connected disabilities in their personal phone. The therapist was also asking me about who, when *** how many people I've had *** with. She was also asking about family history such as divorce and information on my siblings and whether they have autism. I reported this to zeel by phone and email and they blocked both.

  Zeel

  Date: 11/21/2023

  Hello ********, we take your privacy concerns seriously. From the moment we received your email, we began a Trust and Safety and Clinical review of the matter. The questions you referred to are part of a regular healthcare intake and our providers are credentialed according to healthcare industry standards.

• Review fromAnthony V

  Date: 10/15/2023

  1 star
  I love that people are calling the app STEAL. Nothing could be further from the truth. I have been battling with them for nearly 3 months over refunds that they agreed upon. I am in ************* and even here it is hard to find a therapist and when you, do they might cancel. They lock you into the year subscription but still raised prices mid term??? Additionally, I sent Zeel gift cards to two friends and they both either couldnt access the the cards, or had to spend hours with support to access them. Their support also blocked me the last time I tried to follow up. BUYER BEWARE.

• Review fromAnkur S

  Date: 09/23/2023

  1 star
  Horrible experience. Britany, the first therapist assigned to me arrived 12 hours early at 10 AM instead of 10 PM. She had a very bad attitude and canceled the appointment before I could reach out to Support. This resulted in many issues, and Support was reluctant to help. Then they apologized, however, didnt address the issue which seemed like an attempt to not acknowledge what had happened. I requested a refund after some back-and-forthreceived one, and they offered to keep my appointment to change the therapist, eventually a new therapist was assigned to my appointment however, an hour ago I received notification that the appointment was canceled and I can no longer contact the masseuse and I lost access to my Zeal account. Its very likely that the original masseuse lied to the company to protect yourself as she canceled the appointment after she realized she showed up 12 hours early and Woke me up from my sleep in process. I work late nights, sometimes sleep very uncomfortably, and I finally was able to sleep well until I was woken up by the masseuse. I understand that mistakes happen however, the way she handled it and the lack of accountability she took, and the way Zeel responded with the same Energy I will never use this company again, I was hoping that the massage tonight would help alleviate the inconvenience from this morning as well as the refund that was issued. However, I was very mistaken. I will just move on and accept what has happened I do not recommend Zeel to anyone as the few times Ive used them in the last 5 to 10 years , Ive only had one maybe two good experiences out of the many times I have reserved massages with them. Not to mention when I tried to contact them; they blocked my number. The automated voice message said I was not allowed to contact this number. Then, I used my work phone to reach out and they greeted me and when I told them i was a customer and provided information they blocked that number as well.

  Zeel

  Date: 09/26/2023

  We periodically review accounts for violations of our acceptable use policy. If your account is removed, any outstanding non-marketing credits will be refunded and any memberships will be canceled without penalty.For further support, or if you believe your account was removed in error, please email ******************************* from the email associated with your Zeel account.

• Review fromjenny t

  Date: 04/30/2023

  1 star
  I loved Zeel. Was a member since the beginning with a regular monthly auto-payment till the pandemic. A few weeks ago I tried to get into my account and it didn't recognize my password. My husband (who has a different last name from me) found a weird charge out of the blue for a supposedly unpaid zeel massage that I supposedly received years ago and then canceled.I have my own zeel account, It is not connected in any way to his card. When last I checked in 2021 there was a credit of over 600 dollars in it.In other words, there should be no reason to go out of my account to pay anything.Also, The charge on his amex was supposedly paying the therapist for my canceled payment.I never canceled any paymentI'm trying to look at my account right now to see if I recognize the name of the therapist or to see if anything else looks weird... and I am unable to get in.I have used the change password mechanism 5 times on three different browsers over three days. Each time it tells me it doesnt recognize my information so I cant get in to see whats going on. I've left a message through the help desk. I created a second new account so I could speak to the chat bot. (Not helpful, they said they'd respond...they didn't) I reached back to the help desk, no reply. I have quite a bit of credit with them. I need to be able to access my account but there seems to be no way to reach them. I've checked all my junk and spam and trash accounts and there has been no recent attempts to contact me.

  Zeel

  Date: 05/03/2023

  Hello ********, Thank you for notifying us of these issues affecting your account. We are looking into these and will be contacting you via email by the end of the day (5/3).

• Review fromRoxanne R

  Date: 02/01/2023

  1 star
  This is mostly for working for the company. AWFUL! I have reached out to them 3 times about locking me out of my account and now I cannot access tax information. They do not mail out tax information for under 600$. They kicked me off the network without telling me and now I cannot access my tax information. I cannot call anyone because they are soley an app operated company! No one even really works for them! Such a scam! Awful awful. I am not taking the responsibility of punishment if IRS comes for me about this. They need to disclose my tax information by law!

• Review fromstephanie t

  Date: 01/13/2023

  1 star
  zero I keep it receiving unwanted email after unsubscribing multiple times no customer service email no phone number just leave me alone for ****'s sake!

  Zeel

  Date: 01/27/2023

  Hello! We've removed your email from our mailing list. You shouldn't receive any future emails. If you need assistance in the future, we offer email support at ******************************** live chat from our website and text support at ***************