Complaints

• Initial Complaint

  02/20/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Mailerlite is a subscription newsletter service. I pay them to send newsletters for me. They will send to up to ***** subscribers for free. Today, I upgraded to be able to send to more subscribers (*****). The fee went from free to $15/month ($180/year) for this upgrade. After upgrading I was still unable to send to more than the original ***** subscribers. I reached out to Mailerlite and my issue was wholly dismissed, meanwhile, the payment went through. I cannot send to my paid for ***** subscribers and they refuse to refund my money for the un-honored upgrade. They are taking money from people for upgrades that they are not honoring.

• Initial Complaint

  12/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We are a small news publisher and have been using MailerLite to send a paid newsletter to our paying subscribers. All our subscribers chose to receive the newsletter, opted into it, and either paid for it or agreed to a free trial. We kept our mailing list and all our templates and automations on our MailerLite account.Yesterday, without warning, MailerLite terminated our account. They claim we violated their anti-spam policy by not including an unsubscribe link, but the link is right there at the bottom of every email, and the entire claim is moot since people pay to be on the list - if they want to unsubscribe, all they have to do is stop paying.Worse yet, the termination email said they will let us enter the account for 30 days to retrieve our data. This turned out to be false - any attempt to login to the account results in the user being redirected to a "signup" page to create a new account. I reached out to their customer support, but not only was it slow - an agent named **** reiterated the false claim that the data is available if we just log in, and said nothing else. She did not respond to any followup emails.As things stand, our paying customers did not receive the product they paid for. We can't even access our own mailing list to send the product to our customers by using mailchimp or convertkit or some other (better) service. And my messages to MailerLite's support are being ignored, so tomorrow we will likely again fail to provide the service our customers paid for - all because of MailerLite's actions.I am sure our customers will begin to cancel soon because they are not receiving what they paid for, and we can't even email our customers to tell them what happened (becaue MailerLite won't let us access the list). I view MailerLite as 100% responsible and will seek damages in court. This company cannot be relied upon.

  Business response

  01/10/2023

  The dispute with the client was settled on Dec 23, 2022, when the client was able to log in to its account and successfully export its data.

  No more requests/complaints were received after that.

  Thank you for letting us know.

  Customer response

  01/15/2023

   
  Complaint: 18625642
  
  I am rejecting this response because:
  It is a lie. The last email from me to the business, sent to their CEO, their legal counsel, and to everyone on their support team - was sent on December 23rd. There was no response to this email. So the claim that it was somehow resolved on December 23rd is obviously false.

  As I mentioned in the original complaint, all the actions done by this business - beginning with the very first suspension of the account - have been illegitimate. There was nothing wrong with the emails we sent to our paying customers. To resolve this issue, mailerlite needs to refund the cost of the subscription, apologize, and reimburse us (for the damage caused to our business by holding our information locked for 3 days leading up to the holidays). There was no justification for any of it, and it has significantly hurt our business during the holiday season.
  
  As things stand, not only did mailerlite hold our data hostage for 3 days during the holidays, but even after they have actually allowed us to access it - they kept charging us for the rest of the month (in which we couldn't use their service).

  Any business relying on mailerlite to be able to reach their customers is taking on a serious risk, and would be wise to switch to any other provider.

  Sincerely,
  
  ***************************

*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. ↩