Complaints

• Initial Complaint

  01/22/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On November 25, 2024, and January 4, 2025, I paid a total of ******** to MailerLite, Inc. for an annual subscription to their email marketing services. Shortly after the second payment, MailerLite unilaterally terminated my account without prior notice or valid justification, preventing me from using the service I paid for.MailerLite alleged violations of their anti-spam policies, such as high bounce rates and non-compliant list collection, but failed to provide evidence or specific details. I provided proof of compliance with **** and industry standards, including:- A validated email list built over 10 years of B2B networking.- Campaign performance metrics for 2024, showing a *****% open rate and *****% CTOR, both above industry benchmarks. Furthermore, MailerLite had never flagged these contacts or raised concerns about our account prior to the termination.- Proof of email list cleaning practices, including invoices for services such as BulkEmailChecker and MailerCheck, the latter of which is owned by MailerLite's parent company. This demonstrates our commitment to maintaining high-quality email lists.Despite my efforts to resolve the matter, including multiple emails requesting clarification and evidence, MailerLite refused to reinstate the account or issue a refund. This constitutes:Breach of Contract: The 12-month service I paid for was not delivered.Unfair Business Practices: MailerLite terminated the account without valid evidence or an opportunity to address alleged issues.I request that MailerLite be held accountable and that a refund of ******** be issued immediately.

  Business response

  01/27/2025

  Thank you for your feedback, *******.
  
  Your account was terminated due to violations of our anti-spam policies, including high bounce rates and the use of collection methods that dont comply with our Terms of Service, such as acquiring email addresses from public sources.
  
  These policies are in place to protect the email deliverability and reputation of all our customers, ensuring a high standard of service across the platform.
  
  Per our terms, refunds are not possible for accounts terminated due to policy breaches or for plans that have already been used. For further information, you can refer to the termination notice available in your account.

  Customer response

  01/27/2025

   
  Complaint: 22842854
  Dear ****** S,
  We are writing to provide an urgent update regarding MailerLite's response to our complaint. Their dismissive and evasive attitude, coupled with their refusal to present evidence for their baseless claims, clearly demonstrates a lack of transparency, accountability, and adherence to ethical business practices. This is not just a contractual disputeit reflects systemic failings in governance and business ethics.
  
  MailerLites Failure to Uphold Good Governance Principles
  
  Rule of Law:
  Their attempt to position their Terms of Service above legal frameworks such as the **** (Article 6(1)(f)) is not only legally untenable but reflects a blatant disregard for compliance with applicable laws.
  The **** explicitly permits the use of public institutional contacts under legitimate interest when relevant, lawful, and transparentcriteria we fully satisfy.
  
  Transparency:
  MailerLite has refused to provide specific evidence to substantiate their claims of policy violations. Their repeated reliance on vague accusations without proof demonstrates a clear lack of transparency.
  
  Accountability:
  MailerLite is actively avoiding accountability by issuing generic responses that fail to address the detailed evidence we have provided. This is both unprofessional and a clear indicator of bad faith.
  
  Key Evidence Refuting Their Claims
  - Fabricated Bounce Rate Claims:
  MailerLite alleges high bounce rates to justify account termination. This is demonstrably false. Our account metrics prove otherwise:
  Active Subscribers: 23,922
  Bounced Emails: 193 (equivalent to a bounce rate of 0.81%, far below industry benchmarks).
  This data, attached for reference, exposes their claims as baseless and misleading.
  
  Commitment to List Hygiene:
  At the time of account termination, we were actively sanitizing our email list using BulkEmailChecker and MailerCheck (a service owned by MailerLites parent company). This demonstrates our proactive commitment to maintaining compliance and high standards.
  
  Violation of Consumer Rights:
  MailerLites refusal to provide a refund, despite their failure to deliver the contracted service, violates both contractual fairness and consumer protection laws.
  
  
  Demands for Immediate Action
  MailerLite has consistently failed to demonstrate any evidence of wrongdoing on our part, despite multiple opportunities. As such, we are issuing a final demand for the following:
  
  - Full Refund of ******** ($1,600):
  MailerLites actions have resulted in financial loss and disrupted operations for our business.
  - Proof of Allegations:
  If MailerLite continues to claim policy violations, they must provide specific, verifiable evidence.
  
  Attachments Provided
  To support our case further, we have attached:
  1. Screenshot of account metrics showing the actual bounce rate, disproving MailerLites claims.
  2. Recent email exchanges that highlight MailerLites unwillingness to provide evidence or address our concerns constructively.
  
  This is MailerLites final opportunity to resolve this matter amicably. Their continued disregard for fundamental principles of good governancerule of law, transparency, and accountabilitydemonstrates a complete lack of respect for fair business practices. Further inaction will leave us with no alternative but to take appropriate measures to hold them accountable.
  
  
  Sincerely,
  
  ******* *****

  Business response

  01/30/2025

  We have been informed of an ongoing dispute on a different third-party platform, and a refund has now been issued. The processing time will depend on your payment provider.

  Customer response

  02/04/2025

   
  Complaint: 22842854
  
  I am rejecting this response because:
  
  We acknowledge that MailerLite has now issued a refund. However, it is important to emphasize that this only occurred after multiple refusals, escalation to regulatory bodies, and intervention from third-party platforms.
  
  MailerLite Must Take Responsibility for Its Actions
  The refund does not erase the fact that MailerLite:
  
  - Unilaterally terminated our account without prior notice or due process.
  - Repeatedly refused to provide a refund, despite failing to fulfill the contracted service.
  - Failed to present evidence to support their accusations, demonstrating bad-faith business practices.
  
  Additionally, we are attaching direct evidence from MailerLites legal department where they explicitly claim that their Terms of Service override the ************ Protection Regulation (GDPR).
  
  This Raises Serious Legal and Ethical Concerns:
  1. No company has the right to claim that internal policies override binding international regulations.
  2. This misrepresentation of GDPR compliance could impact thousands of EU-based businesses using MailerLites services.
  3. Failure to acknowledge and correct this misrepresentation puts both their clients and their own compliance at risk.
  
  We believe it is essential that MailerLite acknowledges this mistake and publicly clarifies its stance on GDPR compliance.
  
  Request to Maintain This Case on BBB Records
  Although the financial aspect of the dispute has been resolved, we request that this case remains documented in BBBs records due to the serious ethical and regulatory concerns raised by MailerLites conduct.
  
  We urge MailerLite to take accountability and revise its policies to ensure fair treatment of customers and full compliance with international regulations moving forward.
  
  Attachments:
  - MailerLite ***************** statement regarding GDPR.
  - Our Final Notice to Mailerlite
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  12/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I subscribed to Mailerlite on 11/7/24 and paid them $216.00 for an Advanced Yearly Membership. When I go to my account, it says I only have a free membership, and they do not provide any way to chat or talk with someone.They do not recognize the money I have spent and provide no way to communicate with them. Therefore, I can not use this free level of service; wrote them to cancel and get a refund. They would not give a refund, yet in their system, they have me listed as a free account, even though I have an advanced plan !Invoices DateDescriptionStatusPaymentAmount 2024-11-07Advanced yearly plan (0 - 500 subscribers)PaidCredit Card216.00 USD 2024-08-17Advanced monthly plan (0 - 500 subscribers)PaidCredit Card20.00 USD Help- I am out $216.00 and they will not provide the service I paid for. Attached, please find the in

• Initial Complaint

  07/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Mailerlite.com suddenly and without warning decided to terminate my account, stating this as the reason: "Account is under review.Your account is currently under review due to breaches of our Anti-Spam Policy and/or Terms of Use.You will not be able to send campaigns while we investigate your account. We have also notified the administrator of this account."They have, in fact, not notified the administrator of the account (me) aside from putting the above message on every page I click on at Mailerlite.com when I'm logged in. They have not made it clear to me what I have supposedly breached in terms of their Anti-Spam Policy or Terms of Use. I'm quite certain I haven't breached any of their terms, and this is some kind of mistake taking place because of automated systems.In fact, when I go to the billing page in my account, it already says that the account has been canceled and will be terminate as of August 19th.The problem is, there is now no way for me to contact them, as they have canceled my account and only paid accounts can talk directly to the business through e-mail support ticket or live chat. So I've basically been canceled with no explanation.

• Initial Complaint

  07/04/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I switched from Mailchimp to Mailerlite at the recommendation of a friend. After just 2 emails sent out to an email list that I have used for 5 years, they put my account under review and would not let me use the service. They also refused to refund my money. There is no customer service number or chat. The only form of communication is email which is incredibly slow and frustrating.I requested a phone number or phone call from a supervisor and they refused. They accused me of spamming people but I have used this list on Constant Contact and Mailchimp with no issues. Also, it states that I have gone over my subscriber but I am paying for a plan for put to 15k subscribers and my list is well below that.

• Initial Complaint

  02/19/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I have been a customer of ********************** for a number of years. Recently they were hacked and didn't tell their users. I sent an email to my subscribers that was marked as having malware links because of Mailerlite issue. This caused me to lose subscribers / customers and more. I paid for an entire year in advance (paid in November 2023), I want a refund of the unused portion. because I cannot trust them any longer. Using their services cost me the trust of my customers.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Mailerlite suspended our account and denied any refund on the remaining 1-year term. We sent out one eblast that probably shouldn't have been sent; however, the punishment does not fit the crime. We were loyal customers for multiple years and essentially had the door slammed in our face without an appeal process, opportunity for apology or anyone that was willing to have a rational conversation.

• Initial Complaint

  10/11/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  With no explanation I logged in to my account to find "Account is under review.Your account is currently under review due to breaches of our Anti-Spam Policy and/or Terms of Use. You will not be able to send campaigns while we investigate your account. We have also notified the administrator of this account." All support contacts are unavailable. My email list is 100% opted in and this is disgraceful that they allow no communication to remedy whatever the issue is. I strongly suspect that this was initiated by a hostile competitor. Shutting down this vital par to my business without any means of correction or communication is reckless. I do not suggest anyone else use this service. EVER!

• Initial Complaint

  06/26/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Closed my account for no reason.

• Initial Complaint

  05/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 1/27/23, I went on Mailerlite to cancel my subscription. There is no way of doing that. So I changed from a paid subscription to a "Forever free" subscription scheduled to end on 2/19/23. However, Mailerlite is still billing me $21 per month for the subscription. They billed me for a full month in January, February, March, and April.I tried to find a chat line or a complaint link but the Mailerlite site simply links you back and forth from customer service to FAQs page and back. There is no way of contacting them.I contacted my bank to dispute the charges yet they are still paying them. I want a refund from Mailerlite and I want them to stop billing me.

  Business response

  06/13/2023

  Hi there! 

  We wanted to make sure that there was no mistake from our end, so thank you for bringing this up! After having a chat with our support team, it appears that you had two accounts with us (one in our Classic platform, and one in our New MailerLite platform). While you cancelled the Classic account, the New ********************** account was still going - which is why the payment kept going through. Both platforms are not connected to each other, hence the confusion. 

  We'd love to chat further and clarify any of this issue with you! 

  Lay

• Initial Complaint

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Mailerlite service does not work as intended or advertised. It does not sync contacts with our Hubspot account as claimed, or advertised. I requested a refund and they made up a lie saying that we have a high bounce rate and unsubscribe rate, which is totally false. Our unsubscribe and bounce rate is well within industry average and if you average the unsubscribe and bounce rate between our two campaigns they are well below their so-called phoney anti-spam policy threshold. We are a volunteer nonprofit and this company is totally ripping ** off and exploiting ** with her poor nonperforming service, and refusing refund.

*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. ↩