ComplaintsforTopstack Resume

• Initial Complaint

  08/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  after purchasing professional package for the price of 279. which includes a professional, rsum, cover letter, LinkedIn profile with phone plus email communication. After purchasing the plan and my initial consultation for my rsum, it says to please make payment. I did so and after making payment, I sent an email requesting a follow up zoom meeting. I was told there are no other meetings allowed only by email after reviewing my package calls are also included. I asked for a call and did not receive one. I was told my plan was closed for 279. I got a one draft rsum with a pre-written cover letter, and a outline on how to do LinkedIn profile already have linked in profile. There were no guidance on LinkedIn on next level, which is what I was expecting cover letter was basic and not customized to my specific industry or service. Not looking for a refund. Im looking for a completion of my rsum. Please reach out and find a way to resolve this if it all possible.

  

  Business response

  08/28/2023

  Thank you for the heads up on this, ******. I'm going to have our Head of Resume Writing reach out to you today!

   

  *****

• Initial Complaint

  07/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I begin my journey with this business, 5/29 and I'm still arguing with them till this day, they promised to deliver a high-quality resume that gets me interviews, so I delivered my current resume and cover letter, (three pages total) and a portfolio of my past work. Over the course of writing me a new resume, I had to bother my writer multiple times to respond to me. I brought this up with her customer service, and then, as soon as I brought it up, the writer would reply but barely do anything. The issue began when I received a redacted version of my resume where I could *******, and then pay after. I thought the redacted version was heavily redacted since it was only one page. (It looks exactly like the document I uploaded still!!), so I paid anyways and then I "received" the final draft, which was exactly what I saw in the redacted version. The only reason I have paid it was because for $130. I figured there's a lot more to my resume than one page full of half filled out stuff in bright orange?? Yet since I paid their customer service is saying I had the chance to ******* and I agreed with it and that it's fine after telling them this is not the case and for $130 I would expect more than one page and all of my edits done in timely manner. I was promised two free revisions that I had to bother her and customer service with multiple emails about and the resume still looks like it was done by a child. They still refuse and want to assign it to a senior writer, and I seriously doubt any of their writers capabilities. I asked for a refund this entire time and still am to this day. I began arguing with them on 6/29 and Monday and Thursday before I finally got up to a higher customer service agent. They're now trying to assign it to another rider so I will dispute the charge with my bank. I do not want anything to do with any of that. I would just like a refund and it's ridiculous how they keep refusing it.

  

  Business response

  08/15/2023

  I think the customer's complaint is sincere, and we've made a genuine effort to work her on this. But we do not believe a refund is merited. We completed a resume for the customer and sent it to her for review. It was not redacted, at all. Nothing on the resume was hidden. It just couldn't be downloaded, because we only send a downloadable / editable version of our work after the customer has made payment.
  
  This is what happened with *****. But the disconnect was that Anais seemed to believe there were two additional pages of the resume that weren't on the version we had sent her. This would be odd, because the 1-page resume has all of her information. Additionally, she's earlier on in her career, and a 1-page resume is certainly what we recommend. Three pages would be viewed negatively.
  
  Even so, we wanted Anais to be happy with the work. Our Head of Resume Writing reached out to have the order reviewed / redone by another writer, and ***** refused to provide any additional information or choose that option... and demanded a refund or else she threatened to leave a bad review and dispute the charge. We do not believe a refund is warranted, given she had the opportunity to review the work that we had already completed... and she chose to pay. We're the only resume writing company to offer this sort of pay-it-after-we-do it / pay-it-after-you-review-it option, and because of this we think we're wholly reasonable to hold our ground on our refund policy.
  

  
  

  ***********************

  Customer response

  08/15/2023

   
  Complaint: 20325861
  
  I am rejecting this response because a 1 page resume with barely any lines of text is not sufficient for $130. I sent 4 pages worth of information to the writer and asked for it to be tailored to job links I was going to apply to. My writer was not available when I had questions and told me it was redacted and I assumed there was obviously more than one half filled out page so thats why I paid. I do not want to try again it should of been right the first time with my 3 free revisions. If you bought a smoothie and it came half full and you asked for it to be fixed and y filled it 3/4 would you go back and beg them to fix it a second or third time? No you would ask for a refund. I do not want another writer this was ridiculous process and as I told your agent the customer service is horrible and I want nothing to do with your business. 
  
  Sincerely,
  
  ***********************

  

  Business response

  08/21/2023

  I'm not sure if my first response was logged or not. I'm providing this below, in case it didn't. I do see the customer's additional response to us, though, too. It sounds like the length of the resume is the key issue here for the customer, and the customer feels that a longer ********************** is better and is what the customer paid for. However, that's not how we market or offer our services. For example, we don't say, "The price of a 1-page resume is $139, and the price of a 2-page resume is $199." While I understand the perspective, the customer's experience level does not merit a resume longer than 1-page, and it would put the customer at a disadvantage when applying to jobs. I have 20 years of work experience, and I keep my own resume to 1 page. Short, concise, to-the-point, is hard to do; and it's what employers want to see. Employers don't have time to sift through a long resume, and we don't want our customers to miss out on job opportunities because they were too verbose.

   

  ORIGINAL RESPONSE: 

  I think the customer's complaint is sincere, and we've made a genuine effort to work her on this. But we do not believe a refund is merited. We completed a resume for the customer and sent it to her for review. It was not redacted, at all. Nothing on the resume was hidden. It just couldn't be downloaded, because we only send a downloadable / editable version of our work after the customer has made payment.
  
  This is what happened with Anais. But the disconnect was that Anais seemed to believe there were two additional pages of the resume that weren't on the version we had sent her. This would be odd, because the 1-page resume has all of her information. Additionally, she's earlier on in her career, and a 1-page resume is certainly what we recommend. Three pages would be viewed negatively.
  
  Evenso, we wanted Anais to be happy with the work. Our Head of Resume Writing reached out to have the order reviewed / redone by another writer, and ***** refused to provide any additional information or choose that option... and demanded a refund or else she threatened to leave a bad review and dispute the charge. We do not believe a refund is warranted, given she had the opportunity to review the work that we had already completed... and she chose to pay. We're the only resume writing company to offer this sort of pay-it-after-we-do it / pay-it-after-you-review-it option, and because of this we think we're wholly reasonable to hold our ground on our refund policy.
  
  

  Customer response

  08/21/2023

   
  Complaint: 20325861
  
  I am rejecting this response because:
  

  Im not sure if you're reading my response as well. I understand now it was always 1 page but I never would of bought it knowing that. Given the customer service Ive received and the lack of clarity I do not want it fixed by a senior in your company. 1 page is not worth the price I paid nor was this 1 page quality. I paid for it to be reviewed ny another professional service and they had nothing good to say. It did not have enough in the description of my work nor accomplishments. It is standard for experience to have 2-3 bullets or sentences. The resume was not well done from the example I provided and I do not want your help. Everyone else thats worked with you has had the same review on the BBB that has a lot to say about your business. 

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

• Initial Complaint

  05/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a resume package in April 2023 for $279.00. Like many other complaints here, my resume was nothing was more than a font change up. I have over 15 years of experience in my field, my current resume had most of the "key words" already needed. The cover letter is also just a paragraph of my college background -I am middle aged and my college degrees are not the focus of a cover letter. The LinkedIn profile is nothing more than words that were formatted.I want a partial refund - the work that I paid for is NOT worth $279.00. I feel that $150.00 is more than a fair price. I had to rewrite the cover letter myself.I expected a spectacular resume not just a resume that was using different fonts. I also did not do the phone consultations, with the second writer of which I paid for. The first writer, I had to fire her b/c of her extreme negative attitude.

  

  Business response

  06/05/2023

  We were able to talk to ******** on the phone on May 31. She called in, and we've been able to follow-up with her about her order via email. She's been a nice client to work with, and I believe we'll be able to find a resolution. She's in-touch with our Head of Resume Writing who overseas all of our resume writers and services. The resolution is currently ongoing, but we didn't want to keep this complaint unanswered for too long, so we're providing an update.

  Customer response

  06/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  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. ↩