ComplaintsforMarmalead
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/05/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I signed up for Marmalead for a free trial November 23rd. The company under your account settings has no cancellation option, nowhere to verify what payment method is on file, Now they have all of this fine print that if you don't complete the cancellation process as requested in time, they are entitled to charge you and keep your money. But I literally have no option to cancel. I feel like this is a pure scam to get people for $19 a month, and they have access to my ****, which is my primary source of income, The only option is to send an email, which is the only email address, and they ask you to use it for everything, so no set time when I will receive a return email, and I just know it will conveniently be after my trial ends. Sad thing is, literally nowhere in your account settings to verify you form of payment, so you can't even go a back way through ****** or your financial institution, because you can't verify. Not in any Welcome email, or on the account settings does it even tell you when you will be billed, so you can't even for sure say you get 14 days. Very disappointed. and I truly hope this helps everyone not get scammed. I certainly hope I am cancelled and not charged, but once I discovered this horrific set up, I am pretty sure I will be, so this is a pre-emtive complaint. But even if I am cancelled in time, the fact that you have to go through all of these hoops to jump through to cancel, for them to literally respond with, we get to keep your money if you cancel. With no real customer service to contact. Very sketchy. Buyers beware. Please. I hsve include the cancellation policy where it clearly states cancellation process is under account settings, and a screen shot where the option is not there.Business response
11/30/2022
To Whom It May Concern:
Customer states they have submitted this complaint preemptively. The customer submitted their complaint to the BBB on the same day that they requested cancellation of their subscription. The customer does not have a subscription with Marmalead.
The customer currently has access to a free 14 day trial (customer currently has 7 days left on said free trial). Once the trial is over, the account automatically downgrades and the customer can choose to subscribe at that time. Unless the customer chooses to subscribe after their free trial ends, Marmalead does not have any payment information from the customer. The only time Marmalead gets payment information from a customer is if they choose to subscribe once the free trial is over.
The customer has been responded to via Marmalead's customer support channel. I see no further avenue for this complaint to proceed as the Better Business Bureau is in place to protect customer's from unfair business dealings but no business has taken place with this customer. They were given a free trial and they are under no obligation to subscribe nor do we have any of their payment details.Thank you-
Marmalead ManagementBusiness response
12/08/2022
To Whom It May Concern:
This is a bit ridiculous. I have already responded to this complaint and my response is on file. The complaint was without merit. The customer only had access to a free trial and was never charged nor did they ever even enter their payment info. Can the BBB explain to me why I'm needing to respond to this particular complaint again? I am happy to work through and resolve actual issues where customers feel they have been wrongly charged. But this customer was not a customer. They were simply the recipient of a free trial that ended yesterday 12/7/2022.
Thank youMarmalead Management
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.