Selfmade reviews

1570206748

Suzan Hernandez

google

Hey Suzan - we're sorry about your negative experience with SelfMade. We've been in touch with our billing department and processed a full refund. Additionally, we reached out via email to try and remedy the situation further. We appreciate your feedback.

1564522621

1

Providing a final update on what transpired with SelfMade. While I don't think the company was ill intentioned, it did leave me as a small business owner feeling helpless and taken advantage of. What started as the perfect solution to helping build an Instagram presence, took a turn for the bad, the worse, and then ended on a neutral note. Feel free to read the below original reviews, while I've since exchanged emails with the CEO and had a call with his leadership team to provide feedback, I'm choosing to leave the original post up because this is exactly how I felt in the moment - when nobody was listening to my outreaches for help. Speaking with the team, I don't believe they were intentionally trying to harm me or my business and I do believe they want to improve their company and operations. As a small business owner, I can appreciate that. It was nice having people acknowledge and address the issues I had (see below) and state they were actively working to solve it. However, I wished it didn't have to come down to this - where I had to turn to social media and the Better Business Bureau to be heard. The CEO did ask if I could edit or take down this post - and I preferred to keep it up. If anything, I want people to be aware of what steps need to be taken should this happen to them - as I see on google I'm not the first customer that has had these issues. I wish all parties the best, but elected to not move forward with them due to misalignment of goals and poor customer service. Hope this provides you, the reader, with my experience and journey. Originally posted in Aug 2019 Serious operational issues - BEWARE! Been a client for 6 months now and over the past few months it's gotten really bad. Was told a few weeks back the creative team is back logged and having a hard time catching up. Sounds to me like there isn't enough bodies able to take on work and they're probably being overworked as well. The "planners" are supposed to be provided in advance for clients to provide feedback and the team to update with changes - in time for the go-live dates. This past month has been terrible. We're forced to either post sub-par work or make our own altogether. Recommend to hire your own contractor to do this work. Contacting the "brand manager" is hit or miss. Hopefully they're actually in the office and responding - if you're lucky. No number to call, only a general "chat" feature on the portal. Whoever is having great customer service and receiving quality work - I'm envious of your experience. Wish I could say the same. Too good to be true. **UPDATE** Cancelled the service and they charged us 5 days later. Working with bank to refute the charge and fraud investigation was started given the circumstances. **UPDATE** Filed a complaint with the Better Business Bureau of NY. SelfMade claimed they would refund for the "mistake" but it's since passed their own set deadline. **UPDATE** SelfMade has refunded the charges. They lied on the BBB complaint saying we were always happy and excluded the negative feedback. The CEO emailed me asking for feedback. All I wanted was for SelfMade to do as they say they would do - cancel the engagement and not charge me for future months.

1569368631

Shilpi Chhotray

google

2

If I could give self made a 0 I would. Watch out for their predatory sales model for small brands. They sign you up for a monthly subscription model without outright stating youre getting into this payment system. The deliverables are constantly delayed and communication is even worse. We found ourselves needing to check in and manage our account manager to see where they were on tasks and deliverables. When we asked for a refund for 2 months of services we did not sign up for, let alone use (because their graphics are cheap and tacky looking), they denied our request. We are extremely unhappy with their services and would not recommend them to anyone. Beware of their annoying sales team who will over promise and under deliver. UPDATE: Since my last post, the Self Made team followed up to further understand our feedback and troubleshoot. They refunded 1 month of services based on our frustrations with the lack of deliverables and transparency. We changed our rating to two stars.

1562090970

Carlos Díaz

google

5

SelfMade was a game changer for us.

1562163101

Magnesiam Apparel

google

5

Joined their Collabs feature for free and it's been amazing. It helps me find other businesses at a similar point as me to collaborate with. Loving it!

1564423328

Sugandh Goel

google

Hey Sugandh, we're sorry to hear about your frustration with SelfMade. We have issued a full refund and we've reached out via email to try and resolve the situation further. We appreciate your feedback and hope we can reach a resolution!

1565290185

2

Lack of internal communication. No one knows what's going on with my account. Your sales rep went radio silent after charging my card and before that she pursued me relentlessly. Instagram is not being "managed" your team is simply creating/scheduling posts. What about responding to customer comments? Email marketing is all set up in Klaviyo but no demo was given on how to navigate through Klaviyo or how the customers would see the emails. Its all very ad hoc and unprofessional. Ad campaigns are ready apparently but I haven't seen any artwork. First I was told it would take 14 days to get things up and running. We are at the end of the month. No response regarding our site audit either. We've been charged and no sort of time line explained on deliverables. When I asked for a refund, it was simply ignored. How are you guys running this business! I signed up for a full service account. That's $3,000! A dedicated account manager means someone who know exactly what's going on with all aspects of my account. As a client I'm not responsible for lack for internal communication within your departments. I feel ripped off! I need a refund or an explanation immediately. Regardless, I do not want to continue. There are much better marketing firms out there for the same dollar amount who'd do a better job.