Complaints

• Initial Complaint

  03/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  39.00/Month - I have paid for one month so far as of 03.24.22, The program is supposed to import listings from one shop to another with ease. The first day I tried to do this with about 160 listings - from etsy to ***** There were many errors. I contacted nemol support and they gave me a couple solutions I tried and then they said it was ****** fault. The next day I checked all information with **** and it was all correct. I contacted nembol saying that the issue on ****** side was not a problem. I told them I would just use default policies in nembol - they told me they don't work and that I had to use the custom ones. They then told me that I shouldn't have imported Etsy listings with variants. I asked them, why not? They said it doesn't work properly. Oh, okay so the program I am paying 40$ a month for does not work with etsy? First of all - why is it allowed then? Second of all why is it advertised? Third, if you know and the developers know that it does not work why are you blaming me for using the program as intended? Anyway after about an entire day of back on fourth the result was:160 listings had been edited in my etsy store that were no longer viable and became "inactive". I can easily reactive them, but they had been modified. The nembol program had added SKU and prices to the variations (they did not have this before I did not want it this way) which forced the quantity to become 2 instead of 1 in 160 listings. (I would be charged **** if a listing sold and inventory incorrect). I paid etsy **** cents to list for the quarter (until mid July). They are now INACTIVE and in order for me to relist them I have to go in there individually and edit - this will take DAYS. This is why I got this program so I could just import listings and not deal with this tedious process. To conclude; they took my money for non working program and deactivated HALF my store. This is my livelihood. Unacceptable. They can just destroy a store I have been running for years?

  Business response

  03/28/2022

  User joined ******************** to move listings from Etsy to ***** The setup is not easy at all. Errors are very common and multiple attempts are required before finding the correct setup.

  - User experienced an error with Business Policies, the most common error with ***** We explanied how to update the business policies and how to correct the Zip code. Eventually it worked.

  - User uses variants in a incorrrect way. Variations should be used to offer product variations (e.g. Size, Color). User uses variants as a "Yes/No" question (Do you understand this product is vintage?). This is not allowed on any other channel except for Etsy. Nembol adjusted the listings for **** in order to perform its job.

  - User massively changed her inventory to 0.5 (zero point five). **** has a block on decimal points and stopped the listings, Etsy has not and interpreted the quantity as 0. Therefore, the listings were made inactive.

  - User kept on harrasing our support team the whole time, showing little to no collaboration. Issues would have been easily solvable as they are all pretty standard when selling multichannel.

  Customer response

  04/04/2022

   
  Complaint: 16936242
  
  I am rejecting this response because:

   

   
  "User experienced an error with Business Policies, the most common error with ***** We explanied how to update the business policies and how to correct the Zip code. Eventually it worked"
  -This never worked. I experienced many errors regarding the postal code. You can see this in the .txt file I submitted. It was an entire day of back and fourth while my listings were edited and taken down from my shop. My listings were NEVER imported into *****

  
  -"User uses variants in a incorrrect way. Variations should be used to offer product variations (e.g. Size, Color). User uses variants as a "Yes/No" question (Do you understand this product is vintage?). This is not allowed on any other channel except for Etsy. Nembol adjusted the listings for **** in order to perform its job."
  -I had explained to support that my variants were different (you can see this in the .txt I previously uploaded). There was no warning or heads up with nembol that variants are completely incompatible.  Nembol did not just adjust my listings - it permanently adjusted my listings by ADDING QUANTITY I CAN NOT CHANGE, and BY ADDING SKU NUMBERS TO THE VARIANTS. This is NOT reversible through nembol and it changed my listings without confirmation that this PERMANENT change was ok. It was not okay. I have over 160 listings that are now completely different and I cant not bulk change them. I have to individually. This is DAYS of work.

  - "User massively changed her inventory to 0.5 (zero point five). **** has a block on decimal points and stopped the listings, Etsy has not and interpreted the quantity as 0. Therefore, the listings were made inactive."
  -Yes, I did this because every time I changed it back to 1 it automatically corrected it to 2. When I have 1 listings on etsy it costs me **** cents quarterly. If an item has 2 quantity and it sells 1, etsy charges me **** cents for the new "listing" as in quantity 1. So with over 160 listings with the wrong quantity if an item was purchased during this time. I would be charged extra for inventory I had. I NEEDED to fix this IMMEDIATLEY. Nembol was not helpful.  See the .txt chat. Nrmbol did not see this as an issue. I want to also note that my inventory was already massively changed because of nembol.

  - "User kept on harrasing our support team the whole time, showing little to no collaboration. Issues would have been easily solvable as they are all pretty standard when selling multichannel."

  See the .txt please. Yes, I got upset near the end because the support did not care that they were costing me money for not having my inventory in my store and because I would have been double charged inventory that I did not even have. EVERY solution they threw at me I TRIED. Over and over again even when they suggested the exact same thing because they were not paying attention. I still tried it. THEY told me that it was late and they would get back to me tomorrow twice. I said ok. I was desperate to have this fixed because I bought the program so that I would spend hours editing my listings and now I have double the work AND my inventory is NOT in any of my shops because of nembol. That is my livelihood that they just deactivated like that. This issue was NOT solved as they did not figure a solution for my listings. They literally just said goodbye at the end. I don't know if the last few hours is in the .txt, but they basically said Thank you for the bad review - you can figure it out. Then they did not respond anymore to me. 

  That is when I cancelled my subscription - FIRST I GOT AN ERROR THAT SAID "COULD NOT CANCEL ASK SUPPORT FOR HELP" - a few hours later it worked. 

   

  Half my store is still not active because of nembol. 

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

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