Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In late November I paid nearly $1000 for the storyline resumes expedited service for resume LinkedIn and cover letter development. I signed up and paid the funds, then the team could not deliver on having a meeting with me in a timely manner. They could not accommodate my schedule to go through the discovery process which led to me asking for a full refund. They had said that a full refund could be issued as long as I had not started the process, which I had not. I called asked to cancel and for a refund d as a result. They shared I would be credited but it would take upwards of 30 days. I think called back after the 30 day period was up and left a message as the phone lines were busy. No one called me back. No one followed up. I think called again after more time had passed and they still had not issued my credit to get the run around on the phone and via email that they had submitted to their credit card merchant and hadnt heard back. That could take 2 days. I followed up after the 2 days and again no reply. They took my money without providing any services and are very dishonest. I want my money back. Im so disappointed that I would have ever trusted them to begin with and believed that everything was non refundable as as long as I didnt start the process. They deserve to be held accountable.

  Business Response

  Date: 02/04/2025

  
  Hi *****!

  I want to address several points in your review to ensure complete accuracy of the situation.

  I want to acknowledge your frustration with the refund timeline. However, I must respectfully disagree with your characterization of our communication and honesty. Our records show we maintained consistent contact throughout this process, responding to each of your inquiries and keeping you updated about the status of your refund.

  Regarding the timeline of event, when you requested a refund due to scheduling conflicts, we immediately initiated the process. Throughout this period, we responded to your inquiries and provided updates as we received them from our merchant processor. Most importantly, on February 3rd, we emailed you confirming that the refund was completed, including the specific transaction number for your records.

  You are correct that we were unable to provide services - this was at your request for cancellation, which we honored. We do not issue refunds and provide the contracted services.

  We take our reputation for honesty and transparency very seriously. While we understand your frustration with the refund timeline, we maintained communication throughout the process and followed all proper procedures to ensure you received your refund.

• Initial Complaint

  Date:01/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired StoreyLine on 8/29/24 after chatting with ******* (***** sometimes - Why does her name change??) on LinkedIn. She seemed upbeat and I liked her content - thought I'd give it a try.I had a terrible first call. He read from a script, didn't answer questions and was extremely unprofessional and threatening about invoices.I emailed in and had nice follow up call that salvaged my business so I booked ************************** interview was long and extended, but the interviewer had no clue what my industry was and asked pointless questions. No connection at all.I received my first draft at the last possible minute of their deadline and it was absolutely terrible. The format was terrible, the content was terrible, and it was not at all what I was sold.I asked to speak with the writer and it was evaded by a customer care manager - assuming this process is indeed done via AI. I asked for another interview to get the content formatted better with my experience - I was told no unless I wanted to pay another fee. Instead I was provided with multiple resume revisions that were still not inline with my feedback.I made contact on 9/25 with ******* (*****?) on ******** to discuss issues. She assured me she would look into the issues and get back to me the next day. No response to this date.I requested a refund and was declined stating they don't offer refunds per there website. I've asked for a copy of my contract where it states that - ******* told me they expect clients to read their website. Keep in mind, I've received nothing but a first draft. Not one thing I've paid for in ******* one from Storeyline has attempted to right this wrong since 9/27/24. They have not followed up to complete my order or find acceptable solutions, but they're happy to keep my ********'s 1/7/2025. I still don't have the product I've paid for.This business is all smoke and mirrors. Terrible customer **********************. Poor experience from owner.

  Business Response

  Date: 01/08/2025

  Hello *******,

  Thank you for sharing your experience. We take all feedback seriously and would like to address each point with factual information from our records:
  Regarding *******/******: ******** requires users to use their legal names. ****** is simply a nickname for *******, which explains the variation you noticed.

  Concerning your first call: Our records include a recording of this interaction. The call proceeded professionally, with all questions answered appropriately. What's particularly noteworthy is that you proceeded to book our services after this call, which seems inconsistent with your characterization of it as "terrible" and "threatening."

  About your interview: Our records show that you described your interview as "decent" in direct communication with ******. The interview lasted 73 minutes (28 minutes longer than our standard 45-minute allocation) to ensure comprehensive information gathering. Our interviewers are trained to ask specific questions that may not seem immediately relevant but are crucial for creating an effective resume.

  Regarding delivery timing: Your first draft was delivered well within our communicated ***** business day timeframe.

  On writer communication: Our policy of not scheduling direct calls with writers isn't related to AI use - our writers are in-house professionals, some with 20+ years of experience. Instead, we utilize our Resume Review Specialists to ensure consistent, professional communication and feedback implementation.

  Regarding your revision requests: We have documentation showing we:
  Offered you a new writer
  Provided a new template option
  Made multiple revisions incorporating your feedback
  Added detailed sections about your business experience
  Offered to refocus the resume toward sustainable/EV/tech sectors as requested

  About follow-up communication: We have email records showing:
  Prompt responses to your concerns
  Multiple solution offers
  Detailed explanations of changes made
  Clear communication about our revision process

  Regarding refund policy: Our refund terms are clearly stated on our website, which is standard business practice. When you raised concerns, we offered multiple alternative solutions including:
  A new writer assignment
  Template changes
  Content revisions
  A review call at no additional cost

  The timeline shows our last communication to you was a detailed email offering solutions, to which we received no response. This contradicts your statement about lack of follow-up since September 27, 2024.

  We remain committed to delivering quality service and would still be happy to schedule a review call to address your specific concerns and continue working with you to refine the resume until it meets your expectations

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Storeyline for the Executive Package which was exorbitantly overpriced for what I received. Youre promised a resume, cover letter and LinkedIn, what you get is subpar service. The only thing that was useful from their service was the resume template, other than that, I consider it a waste. The cover letter was not even amended and neither was my LinkedIn profile. On ********, the founder boasts about how her services get people interviews, etc. but I dont buy it. Dont use the service unless youre looking solely for a template.

  Business Response

  Date: 12/04/2024

  Thank you for sharing your feedback. We take all reviews seriously, and were genuinely sorry to hear that you were dissatisfied with your experience.

  However, after reviewing your account, we see that the Professional Package was purchased on December 28th, two years ago. Your resume was finalized 1 year and 3 months ago. During the process, you indicated satisfaction with the resume by stating "Looks good" in your portal, and the documents were finalized within just two rounds of edits. At that time, we did not receive any indication that you were unhappy.

  In the two years since the completion of your package, we have not received any communication from you regarding issues with your documents. Had we been made aware of any concerns, we would have been more than happy to assist in addressing them and ensuring your satisfaction. We always encourage our clients to reach out if any further revisions or clarifications are needed, and we strive to offer continuous support.

  Its important to note that we provide personalized services to every client, including ensuring that each documentresume, cover letter, and LinkedInaligns with their professional goals. If there was any confusion or difficulty using the documents, we would have gladly assisted you in optimizing them.

  We value every client's feedback and are disappointed to hear that you felt the service was not up to par. We would encourage you to reach out directly to discuss how we can best resolve any lingering issues. Your success is important to us, and we are committed to delivering high-quality service.

• Initial Complaint

  Date:11/29/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid almost $700 to have my CV, cover letter and LinkedIn professionally rewritten and the deliverables I received were an absolute joke, unprofessional, and would make me unhirable. The company refuses to refund me my money and alleges this is great work. Buyer beware - they are a bunch of clowns.

  Business Response

  Date: 12/02/2024

  ***** ********** regarding the purchase of our Professional Resume Package for $689 on September 26, 2024. We firmly believe that the chargeback, negative reviews and BBB complaint are unwarranted, and that ************* received the services as agreed upon. Below is a detailed account of the steps we took to fulfill the services requested, as well as our extensive communication with the client:

  Services Provided:
  Package Details: Mr. ********** purchased the Professional Resume Package, which includes a professionally rewritten resume, ******** profile update, and cover letter.

  Drafts Delivered on Time:
  The first draft of the resume was delivered on October 12, 2024, within the agreed timeline.
  Mr. ********** provided feedback, which was incorporated into the second draft delivered on October 17, 2024.
  He provided additional feedback on the second draft, which was incorporated into the third draft delivered on October 22, 2024.
  A final fourth draft was uploaded on October 26, 2024, after incorporating his feedback.

  Client Feedback and Revisions:
  Mr. *********** feedback was typical for this type of work and primarily focused on refining language, adding specific achievements, and ensuring consistency across different job roles. All feedback provided by ****************** was addressed in the drafts, and they were delivered within the agreed-upon timeframes.
  At no point did Mr. ********** express dissatisfaction with the content of the drafts until October 29, 2024, after receiving the fourth draft.

  Communication and Attempts to Resolve the Issue:
  October 29, 2024 Email: Mr. ********** expressed dissatisfaction with the final drafts, requested an 80% refund, and stated that the resume did not align with his goals. He also mentioned that no work had been done on his LinkedIn profile or cover letter, which is standard practice. We typically finalize the resume first to ensure consistency across all documents.

  Our Response: We replied to Mr. ********** on the same day, explaining our refund policy (which clearly states that no refunds are issued once the drafting process begins) and offered a review call to address his concerns. We also made an effort to resolve the issue by offering to continue working on the resume until he was satisfied.

  Follow-up Communication: We offered Mr. ********** a partial refund for the work that had not been completed (LinkedIn and cover letter) and reiterated our willingness to review the resume further. However, he declined the review call and rejected the offer for a partial refund.

  Refund Policy:
  As outlined in our refund policy, which Mr. ********** acknowledged at the time of purchase, no refunds are issued once the drafting process begins.
  Despite this policy, we made several efforts to work with Mr. ********** in good faith, offering him a partial refund for the portions of the project that had not been completed (LinkedIn and cover letter), totaling $190. This left him with a total payment of $499.

  ****************** has filed a chargeback for the amount of $655, even though the refund for the unfinished work was already issued. This is in direct contradiction to the refund policy he acknowledged.

  We have made every effort to address Mr. *********** concerns, including offering additional revisions and a partial refund for the unfinished work. We stand by the quality of our services and are confident that we followed all appropriate procedures. It is important to note that Mr.*********** project is still unfinished as he has not finalized. We are committed to working with him until he is completely satisfied with his documents. 

• Initial Complaint

  Date:08/09/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *Began services with Storeyline Resume on 3/15/2023 *Costs $879.00 to include new resume, cover letter, and social media update. *The nature of the dispute is it was not addressed on 3/15/2023 from Jaxon that if prior to 5/15/2023 the services were not completed or I wasn’t happy with results I could get a full refund. *Later 12 months later I began asking how come I can’t speak to the writer or a rep. No one will speak to you on call and then the special group gets the extensions of the workers whom will talk to you. *The other group we get same number however cannot do anything accept hit zero and then you might get a person whom says so and so will get back to you. They only get back to you via email. *I have a disability and I also need to be heard instead of limitations that also wasn’t disclosed to me 17months ago. That I was being limited and silence, I have been out of gainful employment for over twenty years so speaking to someone about how I do my edits and having comms is very important. *I had been out of employment so long that I hadn’t understand how I suppose to do these edits, I paid them to feel worse about my lapse in employment and incompetence about track changes. Yes, Paid for this 17 months of dragging. I only received 1/3 of the work that I paid and had someone just talked to me from the beginning they could have explained to me where and how I found track changes. Instead I was expected and charged with receiving then getting into my hummer and go to usps/ups and print emails and they mark up and photograph or scan back to the person limiting me with conversation. So I paid more money do the dozen and half so edits over 17 months. There WEIRD and highly unprofessional. They don't have any protocols in place for elderly or handicapped persons like myself.

  Business Response

  Date: 08/29/2024

  While we always strive to make sure our clients are satisfied with their final documents, we strongly refute the allegations in your complaint, ******* The claims you've made are entirely untrue and grossly misrepresent the reality of our interactions and the services we provided. You purchased a package for $689, not $879, on March 21st, 2023 and we delivered the first draft on time last year, as agreed.
  
  After many months of sitting with the draft you came back and asked to revise before finalizing, which we agreed to. Throughout the process, you repeatedly changed your resume content, including removing, adding, and altering your professional history and education. This necessitated numerous revisions and caused significant delays. We've had over a dozen calls with you, during which you often focused on unrelated complaints like "how our telephone numbers are not listed how you would like them to be" or "how you don't like the way that we name your saved files, that they give you a migraine." You've blamed us for issues with your printer and phone, despite our attempts to guide you and provide alternative solutions. We've patiently taught you how to use track changes multiple times and even offered simpler editing methods.
  
  Your requests became increasingly outlandish, including wanting to add that you "rescued a kid from a water fountain at the mall" to your resume. You made unreasonable demands on our time, expecting immediate call availability despite our full schedule and responding with "I’m not going to be held hostage because I had valued medical health and safety surgeries” when we were booked for the day. Your communication became erratic and inappropriate, with emails labeled "Nightmare" and messages filled with nonsensical complaints and personal insults like "OMG it is 1430 and I have gotten nowhere with this printer... I give up and I never quit. I’m always fired.” You threatened to involve your parents in our communication, which raised serious concerns about your well-being.
  
  Despite these challenges, we assigned a new writer to you and provided over 20 edits. We accommodated your multiple, extended breaks due to health issues, responding with understanding to messages like "Thank you for your expertise, and please excuse my slow return to you as I have been somewhat buried with health issues non stop.” We showed patience in the face of your changing disabilities and erratic behavior.
  
  We've gone above and beyond to provide you with exceptional service, accommodating your unique needs and requests. Your allegations are completely unfounded and misrepresent the reality of our interactions. We remain willing to work with you to finalize your project, but we also need to establish clear boundaries and expectations moving forward.
  

  Customer Answer

  Date: 09/18/2024

  ****** *******-FANNING 
  September 6, 2024 
  BBB 
  Better Business Bureau 
  **************************************** 0 0 
  ***********************;

  
  (a) Consumer not accept the response; I find it chastising and offensive and it seems 
  there isn't a clear path to conclude the paid business. There is however several character attacks, which isn't helpful to either party. If it pleases you or the BBB to be more precise with those ideas and hopefully they are mutually accepted. Example, I do better with direct conversation then email..and it allows me to see and hear what is being stricken or shifted. 

  
  Off-the record. 
  ****** you and staff might strive always on some clients as I did read there are some happy posts in the reviews, and yet there still are negative reviews, yes? We all can't be 
  wrong. 
  My needs and desires to conclude the business that is paid in full is still where I strive and stand. 
  I got it, you don't like the feedback about the phone number in the salutation, which was certainly appreciated by you previously as I have the direct message where you say 
  So. 
  This erratic nonsensical adult child will retreat on any and all feedback experiences be 
  forth. 
  

  On the record. 
  1. Fact- I did rescue a toddler from a 2ft. of standing water feature also known as a fountain at the Mall, at the store where I was posted known as Apple Store. You might recall walls at an Apple Store are all windows and no walls in which provided me a vantage point to the water feature. 
  2. Fact-you nor your unit nor team or the janitor for that matter ever told me or taught me nor directed me about TRACK changes and the inner workings of the system. Nor did I expect to receive something I had not purchased. 
  Shame on you or whomever for imposing this great lie that you or anyone taught me. I wasn't even capable at using the portal therefore I never did. 
  I'm an Excel user only. 

• Initial Complaint

  Date:07/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered services from this vendor. I was asked to pay for the services in full at the time I scheduled an appointment. I cancelled the appointment within the cancellation period and before my appointment. I was informed that it would take up to 30 days for vendor to issue a full refund. I have followed-up with vendor by e-mail and by phone on June 27 to inquire about my refund. I have not received a response from the vendor.

  Business Response

  Date: 07/22/2024

  We processed this refund request with the merchant processor. During the same period, the client filed a chargeback, which we did not dispute, as she had cancelled services. Unfortunately we have no control over how long a chargeback takes to clear. However, the refund has cleared our account and this person was never a client. 
  

  Chargeback Settlement

  *** *****

  Transaction ID
  *****************

  
  Gross amount
  -$789.00 USD

  
  Transaction status
  Completed

• Initial Complaint

  Date:12/31/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Storeyline resumes in December 2023. I followed the owner on LinkedIn, who prides her business on telling a story. Additionally, she is consistently calling out organizations for their lack of customer service and there is a huge execution, delivery and customer satisfaction failures within her organization. The resume that I received is just "ok." The writer listed every detail that I provided. However, I was under the impression that multiple sources would be used which included my interview to create a "story" within my resume. I consistently asked what measures you have in place for those of us who are not expert story tellers. How do you get the information needed to tell the story? I also asked what story is my resume telling? I feel these are valid questions since Robynn prides her brand on story telling. I never received a response to those questions. I don't feel for the amount of money paid that this was delivered. However, because I signed off on the resume, I accepted it. I did not receive an option to sign off on the LinkedIn optimization and the cover letter. The cover letter was lackluster. It lacked customization for my skills/experience. Prior to contracting, with Storeyline,, I was told that my LinkedIn profile would be optimized to pull the reader in to make them want more information. The optimization provided is simply what is listed on the resume. I didn't receive anything that was promised. I reached out to Robynn directly, but to little avail. The Customer Success department is a joke. They were so defensive that no one truly took a step back to review the product provided and definitely didn't want to resolve the matter. First off, Customer Success will not speak to a customer on the phone. We communicated via email which was/is not effective. The interaction ended with them requesting me to tell them what to change. Storeyline Resumes is a joke and fraudulent. I am well within my right to dispute the charge.

  Business Response

  Date: 01/19/2024

  At Storeyline, we do utilize multiple sources to create a client's resume story. We start with an hour-long resume interview with an executive interviewer, who gathers information about the client's work history and successes. From there, the client provides job targets. Those job targets, combined with the resume interview notes, are provided to an executive writer who is an expert in the client's industry and creates the resume documents. So, to address the complaint that we don't use multiple sources - we do. Many components are used to create a resume narrative. The client states that her resume was just "ok," but in the timestamped approval attached, she responded to her draft: "Thank you for the prompt turn around. I made a few corrections however, I feel that it looks great. Thank you!" So, we made her updates and finalized her documents. The LinkedIn profile and cover letter are specifically created based on the resume information, which the client approved. When she reached out with concerns about her final documents, we did ask her to provide feedback so we could address any issues and provide updated documents, but she refused to provide details. We cannot address a client's concerns without first knowing what they are. It's unfortunate that this client, for whatever reason, is now unhappy with the documents that she approved, but we completed this service based on the client's happy approval. 

• Initial Complaint

  Date:12/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid 785 for an "executive level" package. Requested three re writes. Gave up because each version was worst than the last. Based on other BBB reviews, the owner is very dismissive of customer complaints. Being in business 23 years, I believe these folks had good quality at one time, but that has been watered down as they have 70 employees. I suspect it's hit or miss as to who does the resume writing and what kind of work product is being created. if a business continues to generate negative reviews, eventually a house of cards falls on itself. the package I got was unusable. I had two recruiters complain about the formatting that had absolutely no interest in who wrote the résumé. The titles were in a small font. The info graphic was a mustard color. The template choices weren't even very good. After I saw the template choices and went through the interview I knew I'd made a mistake. Lesson learned. The owner doesn't seem to care to learn from mistakes and often posts comments that question the veracity of the complaint. After a business receives more than 10 BBB complaints it’s time to look within and see if something is broken. Robbyn is very protective of her staff. They do no wrong. so I’m making this complaint with no expectation of any satisfaction. It’s merely to inform the business owner that she needs to take a look at what product is being generated because this many complaints indicates a process issue. Yes, the emperor has no clothes, Storeyline.

  Business Response

  Date: 01/19/2024

  First and foremost, we absolutely never want a client to feel disappointed by their final documents. So ******* complaint that we "don't care" is simply not true. We worked closely with this client to finalize her documents. We did go through 3 rounds of edits in order to get her documents that she loved and approved. We delivered final files over a month ago, per the timestamped approval attached. We work with 250+ new clients per week, and over 300,000 clients in our 23+ years in business. This translates to these complaints being less than 1% of our clients. 99% of our clients are completely happy with their documents. In fact, we go through an extensive edit process to make sure no clients leave with documents that they do not approve - including ****** who approved her files. We also provide extensive template choices to fit any personality, industry, etc. It's unfortunate that she doesn't like the template that she chose. The complaint that 2 recruiters did not like the resume usually means those recruiters are trying to sell a resume service, which is a typical practice. Our resumes are specifically developed to appeal to hiring managers, recruiters, and pass ATS. I wish this client all the best. 

• Initial Complaint

  Date:11/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I engaged a firm for a “C-suite Level Package” to enhance my executive resume, including a biography, with expedited service, costing $1,300. My high expectations were unmet. The cover letter lacked customization, failing to showcase my strengths or align with my career goals, rendering it ineffective. The LinkedIn content deviated from my indicated career direction, emphasizing renewable energy, which is not my focus, thus unusable. The biography merely summarized my career timeline, offering no distinctive value beyond what my resume provided. The resume, despite being visually appealing, had issues. It was purportedly redesigned to avoid age discrimination by omitting dates, which could raise questions about my recent experience. Furthermore, contrary to the company's claims, the resume did not pass Applicant Tracking System (ATS) compliance tests on several platforms, scoring poorly, which means it wouldn’t likely get past initial recruiting software screens. After these disappointments, I sought a refund, which was denied. I proposed a compromise which was also refused. My experience leads me to caution others as a potential buyer beware situation. Without a refund or a satisfactory resolution, my stance remains firm.

  Business Response

  Date: 11/29/2023

  As you will see from the attached email communication with *****, we explained to him multiple times that: 

  A) We provide a Scannable/ATS friendly version of the resume, which he was not using to run in the ATS tests. 

  B) The ATS tests he was running online are for-profit tools that are trying to sell resume services. Those types of ATS checkers will never tell you that you score highly, since their end goal is to sell you resume services. Their job is to convince you that there is a problem. 

  As you can see from all of the attached documentation, we provided an exceptional resume for *****, which was created by our most senior level C-Suite writer who has helped thousands of previous clients. It was reviewed and approved by ***** before we finalized. We do not and cannot offer money back on the outcome of a job search. As we don't offer any placement or recruiting services and there are too many variables in how someone conducts a job search. Those variables include: Interview performance, hiring trends, job search strategy, fake jobs, how and when you apply, whether you apply to jobs that meet you qualifications, and how an employer may view your experience, education, demeanor, personality, leadership skills or communication style. We created and delivered all of the items ***** purchased, worked through his edits, and provided final documentation, which he approved. The services purchased were the services we provided. There is no basis for a refund at this stage. *****'s career documents were completely reworked and revamped from the ground up and tells his professional narrative in a compelling way. The resume also abides by best practices for career history and ATS. I'm truly sorry he feels this way after the numerous hours invested in the project and time spent with him creating his career documents. 

• Initial Complaint

  Date:10/17/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order has been at 20% since Feb 2023. This likely was a reputable company at one time, but has since left executive packages with junior writers and should no longer be promoted as an executive service. Each version has included content/formatting/grammatical errors and the solutions have been to send off to a new person getting further and further away from the initial interview conversations. There has now been no progress in 2 months. In my previous correspondence with the company and from responses here, it is apparent the method to address concerns is to blame the customer.

  Business Response

  Date: 11/06/2023

  As you will see from the revision timeline attached, we went through 13 rounds of edits for this client. We have gone way above and beyond to meet her needs. Our last revision was provided in August and she didn't respond to it until Oct. 11, these delays are not on the part of Storeyline, but on behalf of the client. Our goal is ALWAYS to make sure a client leave with documents that they love, and we have tried every possible avenue to get this client documents that she loves... from 13(!) revisions to numerous phone calls. At this point she is editing her own edits/updates and blaming us. We have many, many, MANY hours of time and team members invested in this project. We cannot work with a client who is unwilling or unable to work with us and provide clear direction on what she wants. 

  Customer Answer

  Date: 11/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  Each phone call was met with I completely agree, this is unacceptable. And then I was tossed to another starting point. I started over each time optimistically. There was never a person capable of seeing the resume through and then finishing out the project with a cover letter and linkedin updates. You can see multiple requests for the same goal of telling a story which is the exact service the company promotes. As previously mentioned, the company sells a service, falls short on delivery and blames the customer. 

  
  
  Regards,
  
  ****** *******