ComplaintsforOdoo

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I let my trail period end before actually paying for a subscription, which locked me out of my database. I was able to reach out to my sales representative and get this issue resolved rather quickly. I'm not sure of the exact date I reached out to support regarding not being able to access my account, however I have email correspondences from my sales rep. acknowledging that IT was working on getting my database back open on 5/24. I waited for confirmation that the issue had been resolved, which she emailed again on 5/28 confirming, indeed all was well & I was able to pick back up where I left off during my trail period. The 1st invoice I paid was for *****, so you can imaging my surprise when I was automatically billed the next month for ******! When I inquired why, my sales rep informed me that I was being charged for 3 users & this change had occurred on 5/26. As mentioned previously I'm certain I was locked out of my database from 5/24 - 5/28 & adding additional user was something that I certainly did not agree to. I was unsuccessfully at resolving such mater with the sales rep. & decided to resolve it with my credit card merchant instead. During our conversation she confirmed that she would change it on her end to one user. I inquired how to review the number of users on my account, she told me it was in setting but I was not successful at locating this option. After calling and emailing for her assistance she then attempted to send a link with instructions. There wasn't a link attached to her email and she confirmed there are still 3 users on the account! Reminder, that during our phone conversation I asked for it to be corrected immediately to one user, which she agreed. I was only seeking how to navigate to the "number of users" option to ensure it was updated to one user and so I can be mindful that it did not change in the future!

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Odoo falsely advertised ALL APPs available when we purchased the usage of Odoo Online platform. After checking over and over we could not find the location for their simple customizations that are advertised as a feature. Unfortunately we are told they removed the developer mode in the installation they setup for us and then told us we needed to PURCHASE an app that was clearly advertised and included with our subscription.

  Business response

  05/06/2024

  Hello, this is a response on behalf of Odoo to Mr. ******************************** are sorry to hear that you were confused by our pricing model as advertised on the Odoo.com website.  The root of your complaint seems to be that you believe that Odoo Studio (which is our customization tool that you are referring to) should be considered an "app," and therefore it should be included in the Standard pricing model which includes all apps.
  
  However- officially, Odoo disagrees, as we do not consider Odoo Studio to be an app.  It is a module, but it behaves uniquely and is really more of a general toolbox for light customizations.  I have included 2 screenshots:  one screenshot shows the FULL pricing page which clearly lists Odoo Studio under the "Custom Pricing."  The inclusion of Odoo Studio is one of the primary reasons why "Custom" pricing has its name; it allows you to customize your Odoo database.
  
  The other screenshot from our Odoo.com website is a dropdown megamenu that appears when you hover over "Apps."  You will see that Odoo Studio is in a separate section down at the very bottom, next to 3rd Party Apps and Odoo Cloud Platform... it is intended to show that it is not labeled as an app.
  
  After reviewing your complaint, we believe that our website and advertising is quite clear in regards to Odoo Studio and what the difference is between the Standard Pricing and Custom Pricing plans.  However, as a show of good faith, we will allow your account manager ******** to offer a prorated discount on the difference to switch to Custom Pricing for you.  We hope this can help you to move forward and use Odoo effectively.

  Customer response

  05/06/2024

   
  Complaint: 21656558
  
  After reviewing your site it took a lot of drilling down to get to the detail that you stated.  However as I showed you in various different pictures you are clearly advertising Studio as part of your apps and it also CLEARLY states ALL APPS as part of the subscription I purchased.   

   

  I was offered 20% off of the purchase of upgrading all of my users (3).  This does absolutely nothing for the other 7 users we were going to migrate over and since I am the only one using Studio the price of $700 more is not worth continuing on.  

   

  Itbis VERY disappointing that you cannot even admit based on the pictures I sent and description of my experience you can't admit your marketing or whoever is involved with your website design, made some misleading advertising that gives the wrong impression.  It is very obvious on your homepage that ALL APPS are included and Studio is clearly listed as the app.  The page you are referring to is not displayed anywhere through the purchasing of the licenses so unless you follow the exact path you stated there is no way for a user to see this.

   

  I reject your response as very one sided and not in the best interest of your customers or potentially customers.   

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

• Initial Complaint

  03/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We were told to sign up for the success pack with Odoo for their CRM service which would have a designated rep help us onboard. ******* was useless. We had 1 call when he basically did not know about our business and was a waste of time. He scheduled a 2nd call which we did not confirm due to meeting conflicts, but he charged us anyway. We asked to change *******, but they claimed if we sign a 5-year contract, they will give a premium rep. That's when I realized they are just wanting to take the money and make false promises. We initially told them having a designated rep is the key to sign up with them and sadly they could not provide. I asked to cancel everything because I do not have any trust in their services, and they claimed they won't issue a refund. I am not sure why if the service was never rendered. They charged me another $93.60 for that one call ******* made and am not disputing that. However if I am not using their Success pack, I don't see why they ar enot reimbursing me for the poor unused services?

  Business response

  03/27/2024

  On behalf of Odoo ***** as per the terms and conditions outlined in the contract the client signed, we are unable to provide refunds or credits for any purchases made.
  
  The small four-hour success pack in question serves solely as a paid trial of professional services, and if it proves to be incompatible or a bad fit, then we can part ways professionally with a client. Regrettably, we are unable to allocate our senior-most resources to such a trial pack, given our commitments to larger implementation projects.  Despite our efforts to make this work with the time purchased, it appears we were unable to reach a mutual understanding on implementation and our standard Odoo practices in this case.
  
  Following our internal investigation into the matter, it is Odoo's perspective that the assigned ******** Services Analyst for ********************* did in fact fulfill the paid trial service by setting up and configuring the client's Odoo database, as well as attending meetings with their team.  However, it is evident that our visions did not align and there is a difference in opinion regarding the quality of professional expertise provided.  We sincerely wish the client the best of luck in their search for suitable software.

  Customer response

  03/28/2024

   
  Complaint: 21481813
  
  I am rejecting this response because: We met only once and ******* they assigned to ** was not knowledgable about our product and field.  We asked them for a new rep and they asked us to sign a 5 year contract in order to get an adequate support.  Just because their rep created a timesheet on his own, why is my business responsible to pay when the service was not rendered even if I had signed an agreement? They are unfairly charing me for the service they did not provide as promised in the contract.  Is that even legal? I signed an agreement for a 4 hour pack because I trusted the business will provide their end of the bargain.

  The company is currently under multiple lawsuits for unethical practices. Here is the link which may explain why their rep just record hours because they are overworked and can't provide the adequate service to their clients.

  clients: ************************************************************************************************************************************************************************************************************.
  
  Sincerely,
  
  Rojiar For ********************* Aldashi

• Initial Complaint

  01/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to lodge a complaint against Odoo for the inadequate services provided during my subscription. As a small business owner, I chose Odoo for its promised integration with WooCommerce but have faced numerous issues and unfulfilled commitments.Subscription Activation Delay: Despite payment on January 10, 2023, my account remained in "Trial" status, causing delays.Language Configuration Problems: My account defaulted to French, disrupting workflow until February 5.Payment Gateway Integration Challenges: Despite being on the Custom plan, integrating a payment gateway was problematic, with support directing me to unrelated solutions.Sales Order Import Issues: Difficulty importing sales orders as paid, with support suggesting additional purchases instead of addressing the issue.Product Import Problems: Importing products resulted in language overrides, with support's proposed manual entry solution being unfeasible.Misinformation Regarding Customization: Support incorrectly denied the availability of a standard feature for website product page customization.Overall, Odoo's inefficiencies and inadequate support have led to financial losses and wasted time. I request:Subscription Fee Refund: A full refund of $260 for the ineffective service.Resolution of Issues: Immediate action on outstanding issues.Improved Communication and Accountability: Transparent communication and accountability measures for support staff.Review of Customer Support Policies: Reassessment of support policies to align with subscription plans.

  Business response

  02/01/2024

  We (operating through Odoo ***********, where this client is located) have looked into the client's issues thoroughly, and after careful consideration we have concluded that his issues are primarily due to his refusal to purchase a recommended implementation service.
  
  The client has been attempting to bulk-import translations, integrate with non-supported payment acquirers, customize the product form and build out the website. All of these issues fall outside the purview of our free support service, and therefore we recommend purchasing an implementation service package in order to accomplish his goals. We communicated this to the client through functional support tickets, emphasizing that these concerns pertain to implementation requirements, rather than support-related matters.
  
  Originally, the client had purchased a software license and chose to undertake the implementation themselves. Despite this, the client seemed to insist on trying to receive free implementation service through their support tickets. During a recent call, we once again delineated the scope of our support team's responsibilities and how it differs from our paid implementation services. 
  
  Consequently, we made it clear that, based on our assessment, we cannot proceed with the client's refund request.  Our policy explicitly states that "All sales are final," and we believe that Odoo has been clear and transparent about the way our services work.

  Customer response

  02/06/2024

   
  Complaint: 21205883
  
  I am rejecting this response because:

  I would like to provide additional clarification and address some key points raised in your reply.
  Initial Communication with Sales Representative: From the outset, I communicated to the salesperson that we had budget constraints and required basic support for our needs, as we possess the basic knowledge to handle tasks covered in the documentation or through support. I was assured that contacting support would provide assistance on how to accomplish tasks within the scope of our subscription.
  Product Descriptions Import Issue: The issue I encountered with importing product descriptions in multiple languages is not a complex implementation task but rather a straightforward requirement. Importing fields in both Arabic and English should not override one another, indicating a software bug. ************** provided, suggesting manual entry or additional payment, is not acceptable as it does not address the root cause of the issue.
  Custom Plan and Payment Gateway Integration: I opted for the "custom" plan to utilize custom integrations and API access as advertised. However, when attempting to integrate a payment gateway, I was informed that additional costs were required for on-premise server usage and migration assistance. This contradicts the terms of the plan and the initial understanding conveyed during the sales process.
  Lack of Documentation and Support Transparency: Basic tasks such as displaying custom fields on the website were not adequately documented, and support refused to provide assistance without additional payment. I later discovered a built-in feature within the system that fulfilled this requirement, indicating a lack of transparency in support communication.
  Unlimited Support and Response Time: Despite the subscription plan including "unlimited support," requests for assistance were often deemed out of scope, necessitating additional payment. Furthermore, the response time for support tickets exceeded reasonable expectations, with some queries remaining unanswered for more than 10 days.
  In conclusion, I did not insist on receiving free implementation service. Rather, I sought assistance for basic tasks and identified software bugs that impeded our business operations. My dissatisfaction stems from the discrepancy between the advertised services, the actual support provided, and the numerous additional costs incurred for tasks that should be covered under the subscription.
  After researching similar experiences shared by other users on various platforms, it is evident that these issues are not isolated and reflect a broader pattern of inadequate support and hidden costs within Odoo's services.
  I respectfully request a thorough review of my concerns and a reconsideration of the refund request in light of the discrepancies outlined above.
  I appreciate your attention to this matter and look forward to a resolution that addresses these issues promptly.
  
  Sincerely,
  
  *********************

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are extremely disappointed with Odoo's unprofessionalism and deceptive practices. Our experience has been a nightmare, prompting us to share this cautionary tale.Initially drawn in by the competitive pricing and ******'s responsiveness, our perception soured upon becoming paying customers. Odoo failed to deliver on promised services, and their customer service nosedived, displaying a complete disregard for our concerns.Our agreed-upon payment plan, half upfront and half after 30 days (totaling over $8,000), was disregarded by Odoo's accounting team, charging us the full amount upfront. Unjustly, blame was shifted onto us, with a strange comment about our "CEO possibly inputting the information wrong." Though an eventual apology was issued, trust remains severely damaged.Issues persisted on our first day using Odoo. Contrary to expectations, work during the free trial didn't transfer, forcing us to redo tasks. Support ticket responses were said to be delayed for month minimum.**** and ******, approached for solutions, provided none. ******'s attempt to upsell despite existing issues was highly unprofessional. Misled about functionality, we were told apps functioned like Dropbox when, in reality, documents had to be downloaded.Our inability to use the software was blamed on us rather than being resolved. A refund request after less than two weeks of service due to unresolved issues was denied.Odoo's refusal to issue a refund showcases a severe lack of accountability and customer care. In conclusion, ********************** is misleading and unprofessional. Prospective customers, bewarethink twice before engaging with them.

  Business response

  01/03/2024

  Writing on behalf of Odoo **** in response to ***********************************, we thoroughly reviewed the specifics of the case, and we wanted to address this feedback as honestly and transparently as possible.  
  
   In terms of services:  the client Magzeal was specifically recommended to purchase an implementation success pack, which would assign a dedicated software consultant to the project, allowing for assistance in data import, configuration, customization, training, and overall management of the implementation project.  ************ is strongly recommended for the majority of our customers with at least 5 users.  Back in August when Magzeal was undergoing the evaluation of our platform, our sales representative initially quoted a 50-hour success pack based on his understanding of the project.  When ******* moved forward in November, the customer opted out of this recommended service and intended to implement on their own.  We believe this is where the majority of the frustration stems from; as it resulted in the client submitting support tickets to request assistance on things like data import, which would normally only be provided through our paid success pack service.  As we had deliberately recommended our paid success pack service initially, we absolutely do not believe we engaged in any "deceptive" practices as the client is suggesting.
  
  Regarding the payment issue- we specifically granted 50% immediate / 50% *** 30 payment terms for this subscription sale, yet the *** paid for the amount in full instead.  We now understand that this was a mistake, and we absolutely do not blame the customer for the mistake.  After some back-and-forth communication, we received the approval from our finance and accounts receivable team to issue a refund for 50% of the amount paid, with the understanding that it would be paid back to us at the end of the *** 30 payment terms, as per our original offer.  However- at this point, ******* decided to request a full refund and cancellation of our software subscription, mostly based around the issue I had previously mentioned (needing an implementation service, but not wishing to pay for an implementation service).  In this regard we disagree, because our contract very specifically states that all sales are final and we do not issue credits or refunds on Odoo subscription services.
  
  That being said- we are still extremely interested in working together and have offered a free month of subscription access to the software.  I would also be willing to offer 50% off on a success pack service because I truly believe that is what ******* needs in order to get up and running with a robust ERP solution.  If you are interested in taking advantage of this, please reach out to us directly and we will be happy to accomodate.

• Initial Complaint

  11/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Asking for review of my experience as a new member using your services.I am asking a manager to review my call with *********************** today he yelled at me at the top of his lungs because I need 10 more mins to get in front of my computer he then told me he doubts I even own any businesses because I have a bad attitude. He also tried to kind of business I can start that I shouldnt even start a business I was thinking of. What kind of software company tries to control what business you start? Theres no way this kind of behavior wont ring serious issues to a company and have had a hard time speaking to anyone one the phone about it so I am filing a complaint. He is extremely unprofessional and I cant use your platform with this level of ghettoness from your agents. Is this business real? I have to look elsewhere because this cant be real business with agents like this. I emailed you asking to PLEASE LISTEN TO MY CALLS this company has the weirdest and worst customer service ever

• Initial Complaint

  01/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently engaged in a trial of Odoo solutions for my business. After the account was created I noticed I was not given the 15 day free trial that I was offered, but rather my card was charged right away. After testing the service for three of the promised 15 days, I informed the company that it was not a product I could use, and requested that my money be refunded. Their reply was "All sales are final" and no refund will be issued. There wasn't supposed to be a "sale" to begin with as I was told there was a 15 day free trial. I have made numerous attempts to fill out a support ticket with the company to argue this point. My support tickets are either closed with no reply, or just totally ignored.

  Business response

  01/25/2023

  We are sorry that **************** is upset, but we were extremely clear in our initial contract that All Sales Are Final (see attached screenshot of the terms included in the one-year prepaid contract, signed and paid on August 23rd, 2022).
  
  It is true that we announced a change to our overall pricing model beginning in October 2022.  However, the pricing change does not retroactively apply to payments that customers have previously made.  We believe this is a very normal policy.  Sometimes prices can change, in any industry.  In some situations, prices may increase.  In other cases, prices may decrease.  Or- prices may suddenly be reduced temporarily as part of a promotion.  In any case- we believe it is standard business practice that we would not refund all customers that had previously paid more than the new price.  
  
  We stand by this policy, and we do not agree that we offered a bad or unreasonable customer service to *****************  As he paid up-front for a full year, we are happy to continue to work with him and offer our hosting and support services for the remainder of the term if he is interested.  As a show of good faith, we can also offer 2 free months of credit to his subscription, to serve as an extension of his date of next invoice.
  
  
  Best regards,
  
  *************************
  VP of Sales - Odoo ****

  Customer response

  01/27/2023

   
  Complaint: 18825016
  
  I am rejecting this response because:  It appears this company has complaints like this all the time. Not only do they have canned responses for this type of complaint, they also don't even take the time to edit their response.  The images that were shown were a standard image from their contract. Additionally the message was not even addressed to me.  They claim to want to show a token of good faith, but they want to show it to someone named ****************, not me.  

  
  

  I do not accept their answer, and want to know how the "All Sales are final" statement makes the federal law allowing people to cancel any sale within three days not applicable here. I have been trying to communicate with my sales rep starting within that three day period, but I'm stuck because the answer I get is "All Sales are Final". Violating this federal law. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i purchased odoo software for my business late august 2022. i have not used this software. i received an email from odoo explaining they have lowered their rates. i spoke with my representative who sold me this product and explained i had not/have not used this software as my website is still being built. i asked if they could cancel my current policy and honor the new rates. the answer was a flat NO. i asked to speak with their general manager and still have not received a call. HORRIBLE CUSTOMER SERVICE!!!!!

  Business response

  02/07/2023

  We are sorry that **************** is upset, but we were extremely clear in our initial contract that All Sales Are Final (see attached screenshot of the terms included in the one-year prepaid contract, signed and paid on August 23rd, 2022).

  
  
  

*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. ↩