ComplaintsforStoreyline Resumes

• Initial Complaint

  12/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  10/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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 response

  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,
  
  ****** *******

• Initial Complaint

  10/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I initiated with Storeyline Resumes on September 25th, 2023 to the tune of $689. The business committed to providing me with a resume revamp, cover letter and linkedin summary. The first draft received of the resume after over 2 weeks had more than 13 TYPES of issues listed below, leading to over 30+ issue occurrences with the resume provided to me: 1. MISSING INFORMATION (see institutions for example - which is clearly listed in my original resumes) 2. REPEATED SENTENCES(see entrepreneurial ventures), 3. many of the metrics removed [a key feedback of being an achiever not just a 'doer' for senior positions resumes] 4. the most generic word usage rather than any combination of keywords highly relevant to my industry 5. DOES NOT HIGHLIGHT MY INTERNATIONAL EXPERIENCE AT ALL***which is one of my most important aspects that highly differentiates me as a candidate 6. does not include any of the key capabilities highlighted to the interviewer or on the additional homework I gave 7. Provides 0 additional keywords of value, but does provide unclear verbiage substitutes such as "shepherding" 8. Typos! 9. The excessive use of generic, meaningless jargon ("possesses cross cultural immersion" is not an appropriate or functional statement, what on earth is "productive team incentives"?) 10. Repeated fragments in paragraphs providing 0 value 11. Puts unrelated bullet points into a shared context 12. Puts unrelated bullet points under the wrong experience sections 13. WRONG DETAILS i.e. locations There are more issues, but honestly the time wasted already on this shambled assembly of a 'product' is at a detriment to the customer. The LinkedIn representation of competency, advocacy, professionalism and industry knowledge is COMPLETELY misrepresentative of the predatory "service" provided, which is actually a disservice and fraudulent waste of time and money for any professional at any level of their career. The business has done nothing to rectify the situation so far.

  Business response

  10/30/2023

  The client emailed us her concerns at 1:00 AM EDT on Oct. 11 and filed this complaint at 5:30 AM EDT on Oct. 11 - she gave us exactly zero business hours to respond or address her concerns. Obviously, we never like to hear that someone is unhappy with a resume draft, but it is a draft. We go through an edit process for this specific reason, to address concerns, explain best practices for resumes/ATS and make updates as needed. However, the client was completely unwilling to participate in our process. We've parted ways, and she is no longer a Storeyline client. 

• Initial Complaint

  10/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Last year we had our first baby, a little girl, and that has put the pressure on for my wife to get into a better career so we can support the needs of our growing family. I saw Robynn's posts on LinkedIn and she seemed like this smart, compassionate entrepreneur who really believed in giving people great resumes to find the careers they love. When we first got my wife's resume back, it honestly felt like a joke. Her phone number was wrong, they made up a name for her previous employer that isn't even a real company, and the experience descriptions seemed worse than what we could've gotten from ChatGPT. I had to message Robynn twice on her personal LinkedIn to get a response from the company. Now I'm trying to request a refund, but based on the litany of other disappointed reviews online, it seems like that's not going to get us anywhere. Save yourself, do NOT use this service.

  Business response

  10/25/2023

  As a company, we pride ourselves on helping our clients reach their career goals, so we never like to hear that someone is disappointed. In this case, ******* was not the client, his wife, ***** was. However, ******* took point during the edit process. As you can see from the attached email documentation, ******* connected with our customer success team and we offered every possible solution to get this back on track for J***. At first, he seemed agreeable to working with us, then stopped responding. While we wish first drafts could be perfect, that is not always the case. This is a collaborative process, which is specifically why we go through an edit process. We never finalize any documents without client approval. But we cannot get to that point without client cooperation. Instead of working with our team, ******* filed this complaint and never responded to our outlined resolution plan. Unfortunately, that leaves us with no options to move forward. We would have absolutely worked with ******* and J*** to make sure the documents were revised and updated to their satisfaction. 

• Initial Complaint

  09/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid this company $589 for a resume service. I requested a refund before any resume was created. I was very unhappy with the "interview" they did. I asked about the refund again because they had not sent it and they said it would take 30 days. I asked again after 30 days and they did not respond to me. I had to dispute the charge with my bank to get my money back that they promised in writing would be delivered within 30 days. Buyer beware! Do not trust this "service"

  Business response

  09/22/2023

  This is not a Storeyline client. We never completed her services and processed her refund as requested. She filed a chargeback with her CC company, which is what held up the processing timeline of the refund (which we had already initiated). We have no control over merchant processor and CC company timelines due to a client chargeback.We did not fight the chargeback and responded to the inquiry that it should be refunded. It was resolved back in June.
  
  Thank you, 
  Lexi 
  Director of Operations

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up with Storeylines to have my resume redone with their C level package on August 10th. My first draft was delivered to me on September 7th. I spent an hour on the phone with someone spewing out all of my career accomplishments. This resume had everything wrong. There were typos throughout, incorrect statements, they used quotes that weren't impactful. It appears that that they have template for a Chief Marketing Officer resume they use, and drop in 3-4 details of my experience. Everything else is cookie-cutter and non-specific. After expressing my dissatisfaction, someone emailed me back to "talk on the phone." She stated that she was sorry, and that I should give them another chance to make it right. She asked for additional feedback and I said I'd like to see the notes that were taken on that hour-long call. I still haven't seen them. She asked if I would be OK with them doing a second draft, and that if I was still dissatisfied after the 2nd draft, we could talk about refund. In hindsight, it makes sense why she wanted to speak on the phone instead of put that in writing. There was never an intention of any kind of refund... I got my 2nd draft on September 13th. There's very minimal changes in the document. I expressed my dissatisfaction again, clearly stating this is a template, there is nothing unique about this resume to me AT ALL. I got nearly the exact same response back from the company. "This is a process, give us another chance to make it right...at this point we can't consider a refund" -- 80% the same words as the first email. So, not only has this company lied about the quality of product they are delivering, but the rep is also lying about the ability to talk about a refund after the 2nd draft. At this point, I need to start applying for jobs, so I'm going to have to rewrite my resume myself. It's very disheartening to have a company like this take advantage of an unemployed job seeker trying to better her resume presence.

  Business response

  10/02/2023

  Of course we never like to hear that someone is unhappy with their resume draft. The client is correct, there was no intention of a refund because we don't offer refunds at that stage of the process per our refund policy (attached and publicly available on our website). This was communicated to the client and the intention of the phone call was to review and address her concerns so we could get her a new version. I'm happy to say between Sept. 13 and Sept. 23, we closely worked with this client to make her updates and provide her documents. All requested edits have been made. 

  Customer response

  10/03/2023

  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.
  

  The reason why they said we have had close communication and have worked together to get to a better place is that I completely re-wrote the resume myself and gave it back to them so we could move forward. This defeated the purpose of me hiring them to do the job, Basically, I paid $1300 for a word doc template at this point.

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

  Business response

  10/20/2023

  I'm very sorry to hear this client is disappointed. Our customer success team worked extremely closely and diligently with her to address her concerns and finalize her package. We completed the package and delivered all final documents on Oct. 5, with the client's approval. We wish her nothing but the best. 

• Initial Complaint

  09/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Payment for services made on 5/25/2023 At no time did the merchant provide a professional product. The services they claim to provide according to their advertising and services contract were not delivered. Their promises included: • Dedication to total customer satisfaction • One-on-one, personalized service that makes the process easy and painless for customer • Exceptional product delivery • Knowledge of resume content, presentation, and style • Experienced writers • Resumes that create a great first impression I never did receive a version of a resume that was acceptable. The last version provided still had errors as indicated above, and I was never provided with a new writer/editor who would provide a professional product as was promised in the service agreement. I have attached the latest version they provided (version 4) and I highlighted the errors that it still contained, in red. That is definitely NOT professional. I have also uploaded additional comments and examples of their failure to provide the promised quality product and service. Storeyline Resumes kept responding to my concerns about quality saying they delivered the resume. They never addressed the (inexcusable) errors that were in the work product. I had to hire another resume company to produce my resume since Storyeline never provided a useable resume. It is terrible what they have put me through. It's bad enough not to have received a resume and for them to have delayed my job search. It's inexcusable that they have kept my money.

  Business response

  09/25/2023

  First and foremost, our goal is always to make sure our clients leave with documents that they love. We work extremely hard with each and every client to accomplish this goal. However, it is a collaborative process. In order to create the best resume possible, we must follow certain best practice guidelines. Sometimes a client's edits do not align with those best practices, so we have to find a solution that works both for the client AND will give them the strongest possible document for their job search. Due to the nature of the edit process, sometimes it takes a few iterations before we finalize a package. As you will see from the documentation attached, we provided ******* with 4 versions of her resume between June 20 and June 29. She complained about this timeline, but each time she submitted edits, we turned those edits around and provided updated documents within 2 business days or less (while standard timeline is 3 business days). We also attempted to connect with her multiple times for a review call. When she finally scheduled a time with us, she missed her review call. She also noted that we didn't respond to an email sent July 5th, but as you will see attached, we communicated after July 5th in order to try to get her rescheduled for a review call. Our team had 15+ hours invested in *******'s project, from her resume interview, to her drafting process, to her edit requests, to customer success communications. We were extremely invested in this project, however ******* chose to not work with us,. But she was never denied service. In fact, we tried extremely hard to connect with her and to meet her needs, as you will see from the documentation provided. 

• Initial Complaint

  08/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I don't know why this company hasn't been shut down for scammer/fraudulent activity. On April 4th, I paid storeyline resumes for the "executive" package for $889. What I received was an embarrassing "first draft". It looked like something a high school student might attempt. It was no where near "executive" level and would have required significant time investment to review; which defeated the entire purpose of me hiring the service in the first place. The owner or who even knows if Robynn is a real human, is unprofessional, and clearly lacks the range, depth and intellectual capability to operate a business, let alone one so personal for so many people. I requested a refund, was told I could only receive $190, of which was never returned to me. And none of the other services were rendered. It's theft, fraud, and a scam. This company should be investigated. And I will use every platform and law available to me to ensure my money is returned to me.

  Business response

  09/06/2023

  As we have been in business for over 23 years and helped over 400,000 clients, I will not be addressing these comments about our company being some sort of scam, as that is obviously not the case. Instead, I'll attach here all of the direct communication we've had with this client. As you will see, we attempted to do everything in our power to resolve her concerns, schedule a review call, and get her updated documents. However, she refused to tell us her edits or concerns, nor would she schedule a call to discuss. We cannot read minds. This is a collaborative process. And at every turn, this client refused to work with us in any way, shape, or form. She also filed a chargeback, which we responded to and provided documentation of work done. So it is now up to the merchant processor and CC company to determine the outcome. However, we provided services, invested hour and hours of time and team members in this project, and met our deadlines and delivery standards. 

  Customer response

  09/07/2023

  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.
  
  Please read all of the communications I have sent to the company, as evidenced in my initial complaint re: the product being less than sub-par. I was consistent in my request for a refund and they STILL have not delivered my refund. I want to reiterate and evidenced by the numerous, numerous complaints this company has received consistently regarding subpar work, that they are in fact a scam and fraudulent company. I am requesting an immediate refund to my initial payment method and for the BBB to initiate a formal investigation of this company. They are in fact frauduent in their practices and prey on unsuspecting consumers. Send my money, because I am committed to continuning to use every avenue available to me until I get it. And all of these complaints, including my communications with you are evidence of it.

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

  Business response

  09/07/2023

  Once again, the client requested a refund after the resume had already been created and delivered. Per our refund policy, we do not offer refunds at that stage. We WILL work with clients until they love their documents, and we offere* ***** multiple times to schedule a review call, make her edits, etc (per all of our documentation). Instead, she refused to work with us and demanded a refund, which we already stated was not an option. So her "complaint" is that she did not receive a full refund, which was never offered. The client filed a chargeback and it is now up to the merchant processor and CC company to review the documentation and determine next steps. 

*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. ↩