ComplaintsforStoreyline Resumes

• Initial Complaint

  07/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired Storeyline to write a resume and they did not produce. They sent what they considered a draft with grammatical errors, names misspelled and incorrect, invalid information, and a host of other errors. I messaged through their portal and was ignored. Emails also went ignored, with a further claim of "we never received" I cc'd my attorney and he received the emails. Robynn also responded to one and then claimed she didn't. Her messages to me on LinkedIn are cryptic at best as if she wanted me to tell her it was okay. She did email a different email address of mine with the link to all of her templates, as you would guess I am not an employee of hers nor do I have control of her outgoing emails, the setup of her poorly designed web portal or her improper communication. She did not stand up to the dates on her own website and violated our agreement then as well. She disabled me being able to log on to her portal again violating the agreement. She offered a refund, and then ignored messages. Looking at the complaints on here alone, they are all the same. Why does she have an A+ as she has not earned it. She promoted herself as a resume writer, something I admit I am poorly at. She is as well as it turns out. She talks a great game on Linked In, but isn't what she claims to be.

  Business response

  07/22/2022

  We are 100% committed to making sure all our clients are satisfied with their products. It is how we have successfully helped hundreds of thousands of clients in our 23 years in business. In order to meet client satisfaction, we go through an edit process. Resume building is a collaborative process, as the client knows their career history the best. Sometimes it takes a few iterations to get it right, but we always take the time needed to make sure the client is satisfied with their products. This process is clearly detailed before the client engages in services with us.
  When this client received her resume draft, she sent extremely aggressive and threatening messages via LinkedIn (which we have attached for the BBB as documentation).

  
  Not only was she unable or unwilling to provide any edits, she ranted about how her name was misspelled. But, according to the ORIGINAL resume SHE PROVIDED, her name was not misspelled. Instead, she finally said it wasn’t misspelled, but that she wanted to include her (I assume) maiden name. So nothing was misspelled, she just wanted to include a different name. We are not mind readers. This is exactly why we go through the edit process, so we can clarify things like this. But when I asked the client to provide/clarify her concerns, she responded that “Holy **** this just went from an annoying situation to a full blown issue!!!” Again, we cannot read minds, so I offered Stacey a review call instead, which she refused. I asked her to provide her concerns via email so I could review with the writer and get her updated documents, which she also refused.

  
  Not only was the client completely unwilling to work with us or provide her concerns, she was extremely patronizing to me and my team, with statement like: “You are just a fun little thing aren't you!” and “Welcome to the business world! Keep it up pumpkin!”

  
  When I did not react to her baiting comments, she threatened to publicly publish our template library, which we confidentially share with our clients: “You also sent me all of your templates, if I was attacking your company I would publish those!!” She also threatened to harm us with BBB reviews and get our rating downgraded. It’s frankly unbelievable that a professional client would act out against us in this manner and cause harm to a small business. We have helped many, many clients find success in their careers, and damaging our reputation with a complaint like this after we have done everything in our power to help this client is both concerning and disappointing.

  
  It’s troubling to me when a client acts SO aggressively when we are on the same team. We told the client multiple times that we would work with her until she was satisfied (all documented and provided to the BBB). Instead, she responded with threats and berated my team. We will not be bullied by this client, respond to any more of her threats, and will not engage or comment further. Any additional comments will be turned over to our attorney.

  Customer response

  07/23/2022

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  This offers nothing, I see they kept back on all the communication, especially the phone call where she tells me to rewrite and send for her approval!  Again I want the complete refund promised twice, the non disclosure signed and to be done with this nightmare.  I also ask the BBB to lower her grade as she blatantly violated the rules.  I have also forwarded the emails, but pasted the one with the blatant violations. 

  Yes you will.  I wasn’t the one who put the review out there, you responded to that one on the 29th. ??. You just have that many complaints you can’t keep them straight??
  
  You will refund 100%, you will also sign the nda and on top of that and because of the last email, you will lose your a+ rating.  BBB rules that you violated!  
  
  Welcome to the business world!  Keep it up pumpkin!
  
  
  
  Sent from the all new AOL app for iOS
  On Wednesday, July 20, 2022, 8:58 AM, Storeyline Resumes <[email protected]> wrote:
  That's fine, ******* We will not be bullied. Our refund policy is clear. We will not be processing a refund and I will respond to the BBB. 
  
  All best to you, 
  Lexi 
  
  
  Storeyline Resumes - ************
  Robynn S****** CEO 
  Anita *** Sr. Client Manager 
  Lexi **, Director of Operations
  Kat **, Director of Human Resources 
  Leyla *** Client Advisor
  Natalie **, Client Advisor 
  Brenda *** *** Client Advisor
  Nikki *** Administrative Coordinator
  Sarah *** HR and Operations Specialist 
  Follow us on LinkedIn
  
  
  On Tue, Jul 19, 2022 at 4:54 PM ****** **** ***************** wrote:
  Well thanks for emailing evidence.  I will not be removing any reviews, I will be forwarding this to the BBB.  
  
  You will process a 100% refund. 
  
  
  
  
  Sent from the all new AOL app for iOS
  On Tuesday, July 19, 2022, 3:13 PM, Storeyline Resumes <[email protected]> wrote:
  ***** ******* 
  I see you posted a review on BBB. I am sorry to hear that you were disappointed in the draft. We are always committed to making sure clients love their documents. This is a collaborative process and we expect to go through an edit phase. We have done everything possible to work with you, responded to your emails and LinkedIn messages, etc. I'm unsure what emails you are referring to, as the last email I have from you is June 22, from s*************** which we responded to. 
  
  However, per Robynn's LinkedIn messages, we will process a refund, making a special exception for you as we do not process refunds after we have started the process (per our refund policy: https://storeylineresumes.com/faq/). However, I request that you remove the review. When it has been removed, I will process the full refund amount immediately, and we can part friends. Please confirm and we can move forward. 
  
  Lexi 
  
  
  Storeyline Resumes * ************
  Robynn S****** CEO 
  Anita **, Sr. Client Manager 
  Lexi *** Director of Operations
  Kat *** Director of Human Resources 
  Leyla *** Client Advisor
  Natalie **, Client Advisor 
  Brenda *** *** Client Advisor
  Nikki *** Administrative Coordinator
  Sarah **, HR and Operations Specialist 
  Follow us on LinkedIn

  Please read the reviews where it is stated that this may be one person running this "business"  

   Regards,

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

  Business response

  08/09/2022

  Per our refund policy, no refunds will be given once the draft has been created and provided to the client. See documentation attached. The refund policy is also clearly started publicly on our website. We have done everything in our power to work with this client and she refuses. She is welcome to send her edits and work with us until she is satisfied, but she is now slandering our good name and reputation and we have done everything in our power to work with her. She engaged in services and we have provided those services. 

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a resume from these folks after seeing the owner post a bunch of tell us what you want to hear stuff on LinkedIn. It sounded good in today's corporate world of bs. My mistake. Basically, without ripping this company a new one, my resume was riddled with errors. Including my own name being misspelled several times on multiple documents. Also - very basic and necessary info regarding my job history was inaccurate. It felt like I was helping a high school kid do their class project on resume writing. When I reached out nothing was resolved and I was met with arrogance and dismissiveness. End of the story is my resume was never completed and a refund never given.

  Business response

  06/29/2022

  We strive to make sure all of our clients are happy with their final resume documents. We went through an edit phase with this client (as we do with all clients) and his edits were addressed and the client signed off on the resume. Even saying "looks good." We finalized this package, including his resume, LinkedIn profile and cover letter nearly six months ago. It's unfortunate that the client felt the need to leave a review 6 months later with no desired resolution. He also never requested a refund in any of our direct communication. This review seems to be out of left field and I'm sorry to hear that the client is unhappy. However, we DID finalize this project with his approval and provided all final documents.

• Initial Complaint

  12/10/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I recently paid Storeyline Resumes ~$598 to redesign my resume, cover letter, and LinkedIn profile. I cannot use any of the results they provided, as they are extraordinarily low-quality and blatantly disregarded the promises I was given as a customer. - I asked several times during the vetting process whether they were equipped to manage someone in my career position (school leader transitioning to private sector). The results of the final product prove they were not equipped with understanding my industry sector. - The company promised a 10 business day maximum turnaround for my initial resume draft. I had to send an email to check on the process at 12 business days, pointing out the discrepancy, and what I was given was low-quality and clearly rushed, full of errors and blatant untruths. - I was asked to complete a supplemental document with additional information relevant to my experience to include on my resume draft. The company simply copied+pasted my narrative notes, requiring me to tailor the wording. - The company committed to a cover letter that was not completely copied and pasted from my resume. The product I was given was ENTIRELY copied + pasted. - The company committed to a LinkedIn profile that was not completely copied and pasted from my resume. The product I was given was ENTIRELY copied + pasted. - When I brought up discrepancies in what I was promised vs. the product I received, I did not get any statement of accountability or apology, I was just rushed through a call with my feedback. They did not demonstrate any concern for me as a customer. - The final products I received for my resume, cover letter, and LinkedIn profile were extremely low-quality. I have since hired independent reviewers to look at the product to confirm my intuition that the product I was given would actually be harmful in my job search. I have since had to pay multiple other professionals to correct the work from Storeyline Resumes.

  Business response

  12/21/2021

  We are always committed to making sure our clients love their resume documents and that their documents help them achieve the next step in their career. All of our resume documents are built using the client's intake call notes and their job targets. Nothing at Storeyline Resumes is ever "copied and pasted." We carefully construct a narrative that appeals to both ATS and hiring managers/recruiters for the job targets the client provides. (For reference, I have provided the BBB with documentation of the client's before and after resume.) This client was provided her resume draft on Oct. 24. She reached out to voice her concerns and we held a review call on Oct. 26. The client worked with us to make her edits and gave her approval to finalize the resume on Nov. 3. (For reference, I have provided the BBB with documentation of the revision process notes and the client's written approval of the resume.) Once the client provided her approval, we finalized the resume and provided the LinkedIn profile content and cover letter that was also part of her package purchase. The final resume package was delivered to the client on Nov. 6, nearly 2 months ago. It is always concerning to me when someone files a complaint after a project has been finalized with their approval. We provide a service and do not place or offer recruitment services to our clients. Our job ends and their job search begins once we deliver the career documents. We have no control over how a client conducts their job search, conducts themselves in interviews, or how "independent reviewers" react to our products. I can assure you that all of our writers are high-level executive writers and we have worked with over 500,000 clients in the course of our 23 years in business. We are very well versed in the client's industry and have provided documents that were specifically built to target the client's next job goal. And, when the client reached out to us on Friday Dec. 10 to ask for a refund for services rendered (we have a no refund policy on work that has already been completed and delivered), we kindly offered to make any additional updates/edits the client wanted (although the project was finalized with the client's approval nearly 2 months ago). Instead of taking us up on our offer, the client instead decided to file a public complaint. We have delivered all items per our agreement and this project was completed and finalized. 

• Initial Complaint

  12/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a customer who paid for the $789 exec package and had an initial conversation with an interviewer at the beginning of November for over 1.5 hour to explain the specific requirements of my role (executive) and the specialized job & industry (I am in a specialized industry). I asked the person repetitively whether they were able to cater my industry and they assured me yes. I provided my own resume within the same day. Then at the end of November, I received the 1st draft of the resume-- 95% of the contents were from my own draft and the rest of 5% edits made it worse (not fitting the requirements), after almost 800 dollars. This was not even 10% close to what was discussed. Within the same day, I provided detailed comments and feedback and also demanded a refund via an email. The person responded the email with a request for a call. I was willing to have a conversation. The call was scheduled today (Dec 7) and I thought we could use the call to discuss the reason why the 1st draft would not work and whether I can get a refund or rebuild the trust. Instead, the call was about review of another draft I didn't even know existed?! The person (clearly not the same one on the email or talked to me before) never apologized or acknowledged my concern even after I asked repetitively but just kept on mentioning about the second draft. There has been disconnect between everyone who speaks to me so at this point so I don't trust that this service can deliver the requirements of my industry or position so I'd like a full refund. If there is some time spent talking to me and writing the 5% that made my resume worse, I need a partial refund for at least 90% of the $789 because 95% of the contents were identical to my own resume.

  Business response

  12/09/2021

  We always want our clients to have resume documents that help them achieve their job goals and we are ALWAYS willing to hold review calls, make edits/updates and provide advice/feedback so the client has the strongest possible resume. We have been in business for over 23 years and have helped over 500,000 executive clients. In this case, our team has gone above and beyond in an attempt to satisfy the client, but she has refused to work with us. Instead of providing edits or having a productive review call conversation, she instead demanded a refund at every turn. Resume development is a collaborative process and the client has refused to collaborate with us. We told her it is not our policy to refund work that has already been provided, but still the client demanded a full refund and threated to smear our reputation, even after our team provided deliverables and spent more time with her than other clients. As the client mentioned in her complaint, our team held a 1.5 hour-long resume call with her when our scheduled calls are only for 45 minutes. Our executive writer responded with to the client’s initial edit request within 24 hours, when our edit timeline is 3 business days. And our customer service representative called the client to hold a review call where the client berated our team member and was extremely rude and uncooperative. Unfortunately, we cannot seem to please this client. But we have delivered her resume and made every attempt possible to please her, to no avail.

  Customer response

  12/13/2021

  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.

  Their accusation of "not possible to please me" is completely baseless and I have cooperated each step but they only responded with mean and not-helpful language. They manipulated the fact that all they did on my resume was to edit it based on my own comments. So i spent almost $800 just to edit my own resume - nothing more. In addition, the owner is extremely unprofessional and rude. She agreed to refund me via linkedin message the part they haven't performed but one day later she seemed to change her mind and accused me with very mean language - see attached linked messages.

  Also their own website shows the progress of completion is only 20% as of Dec 8 (the day I also complaint) so charging me 100% is unreasonable. They never had a terms and conditions communicated (verbally or written) or ask me accept any refund policies when they billed me 100% of the $789 upfront via PayPal; nor they told me how many rounds of corrections I shall expect and how low qualify the initial draft they provided would be!

  I documented my interaction with them in details + timeline below and attached all the supports to substantiate my claims. Also I am not the only one to complain to your site. There are highly-similar customer stories at BBB and riple-off report *****************************************************************************************************. 

  Timeline & details 

  
  1. Oct 27, I had my initial call with ******** *. who sold me the $789 Senior Executive Package (also listed on their website) and she invoiced me via PayPal which I paid right away. She did not tell me nor I was given any terms and conditions of their services; also their website or any documents never list any refund policies or terms and conditions, so I never agreed or was informed about their policy of refunds, how long is the process time, and how many rounds of resume I shall expect. 

  I repetitively asked Nathalie whether they have the talents to cater my needs because I work in a specialized niche industry and have particular requirements. She assured me via the phone call that they have the talents. 

  2. Nov 11 - 9am PST - I spoke to a woman named Susan for 1.5 hours (supposed to be 45 mins). She said she was calling from Canada and had some experience with my industry. I walked her through my resume and told her my detailed requirements because the industry I worked on was quite niche and desired career longevitiy, certain formats, etc. All via phone call with no writing exchanged. 

  I uploaded my own resume right away within the same day to their portal and selected the template. 

  3. Nov 29 - I got a notice stating the draft was ready. I read it extremely disappointed - 95% of contents are from my own resume and the 5% edit made it even worse - it reads like a two-year old just did the edit (exactly same story as the rip-off report website says back in 2019); I emailed them back within the same day the word doc and my revision and demanded a potential refund.... you could view from email #6 which includes multiple emails from their response.

  In my email, I did not ask for a second draft and a review call. I was going to use the call to discuss what went wrong in the 1st draft and a potential refund. My thinking is that if they could provide an apology and let me know what went wrong for the 1st draft to rebuild the trust, then I can continue to work with them.

  instead, they did not offer any apology but just reflected all my comments in the second draft and be done with. I spent almost 800 dollar writting my own resume. 

  4. Dec 7 - I got on the call as scheduled and the lady (who never identified herself) told me this was a review call for the second draft and never apologized or answered any of my questions about the 1st draft and ignored the fact that I did not receive the second draft beforehand ... I tried to discuss the previous draft with her but she kept on just asking me to review the second draft. 
  
  
  After repetitively asking and probing her, she said she had no authority to approve a refund and they do not refund for work already performed. I asked her who can authorize a refund. She said the CEO. I thanked her for her time and ended the call. 
  
  
  Then I messaged the CEO. She wrote lengthy messages stating the same and told me I either continue to work with her team or there will be a partial refund to the cover letter and linkedin profile. I replied saying either she takes my case to the end or I agree with the refund but I will use other means until this is resolved. 

   

  5. Dec 8 - she sent me a long message with very mean language acknowledging she saw my complaints via BBB and PayPal ("Chargebacks") and never mentioned the refund again. 
  
  
  I'd like to request 100% refund or 80% refund not just the linkedin and cover letter parts. 
  
  

  
  Regards,
  
  *** ***

  Business response

  12/21/2021

  We always strive to make sure our clients not only love their resume documents but that their documents help them achieve the next step in their career. Unfortunately, we have made every possible effort to work with this client, yet she instead filed a public complaint and is misrepresenting the course of events, when we have, in fact, delivered services based on our initial agreement. We cannot and will not work for free, and this client refuses to work collaboratively with us to resolve. The client also filed a complaint with her CC company and the merchant processor sided in our favor, as items were delivered as promised. Once again, we are happy to work with the client to make sure she loves her documents, but she will need to work with our team specify her edits/concerns. As of right now, there have been no edits provided to our team and the client refused to specify any edits on our review call. We have successfully worked with over 500,000 clients in the course of our 23 years in business, and would do so again with this client if only she participated in the process and worked with our team. Unfortunately, it appears we cannot please her. 

  Customer response

  12/22/2021

  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.
  
  Their accusation of me refusing of working with them and never specify my edits are completely a lie. I have uploaded last time and again now my own edits within 3 hours after receiving the 1st draft. I am not trying to get the service for free -- in fact, I have engaged a lawyer to consult for legal advice and the lawyer will draft a letter which costs me more than the original service charge. My point is that a) upon invoicing me upon paypal, this vendor never informed me any policies of their terms of services nor refund policies --- they never told me how many drafts or edits they have to go through and expect the quality of the 1st draft is poor. b) after I complained via the email after receiving the 1st draft, instead of talking to me immediately or at least apologizing, they immediately shuffled a second draft down my throat which only reflected my own edits and nothing more. There is no value added from their side to justify their service charge. The package I purchased is Senior Executive Package which costs almost $800. 

  
  

  Then they scheduled a call which I thought was to apologize to me and tell me what went wrong in the first draft, so we can build trust and work from there; however, the person who never identified herself in the call  just jumped into the 2nd draft and told me the purpose of the call is a "review of the 2nd draft" as if nothing else has happened. In fact, I never even knew there was a 2nd draft before the call as their system failed to inform me. Thus far, nobody in the business has ever apologized to me. I am not doing all these to get monetary benefits but more for this business to apologize and reflect that what could have done different to other customers. 

  
  

  Also when I reached out to the CEO via linked (attached the messages), she was very rude and made no apology but only accusations. She did agree to refund me for the parts they have not worked on --- which is worth $190 per their own website pricing list. She has NEVER honoured her own words. This business is completely a scam. 

  
  

  Lastly, I am not the only customer who has complained about their poor quality in your website (many similar stories before mine listed on your website), as well as in the ************ ******* ** ***************************************************************************************************

  
  

  I pasted the ripoffreport website story (which was posted in 2019 and you can compare with what's on the website - I did not change a word) because it is very identical to what I have experienced. Accusing your client and trying to just change the resume based on my edits without any value add do not justify the money they charge.  Also if you are dealing with truly senior executives, these executives expect you to deliver better quarlity upon the 1st draft. 

  
  

  "This company is a massive scam, they do not provide the services they advertise and certainly do not provide value for money. I got suckered into paying for a resume from them because I followed Robyn and LinkedIn and thought she made a lot of sense and through it would translate to my CV and boy was I wrong.

  Despite the theatrics of doing an interview to find out more about my skills and asking me to give them job descriptions of what the type of job I was looking for none of the information was used. I got a hatchet job. The resume was basically exactly what I had written in my previous CV but worse. The dates and my qualifications were mixed up, they even included a university I had not attended in my CV!

  How does one get it so wrong? After 2 reviews where I had to do the rewrite, I have asked for a refund which I have not received. This company is a scam preying on the desperation of job seekers and the owner should be reported and made to stop false adverting.Do not fall for this you are better of asking a 2-year-old to do your CV and least the colouring will be marginally attractive and not the horror that this company has unleashed to the public."

  
  Regards,
  
  *** ***

  Business response

  12/30/2021

  This customer is someone who does not want a resolution – she wants something for free. 

  
  Under what circumstances would a service schedule a review call to provide an apology? She seems to be focused on that word, as it appears several times in her response. Our job is not to offer an "apology." Our job is to create a resume, a story, an impactful document to allow our clients to capture the attention of hiring managers and recruiters. Which we do every day, all day long, and have been doing for 23 years.  

  
  We do not ‘shove’ edits down our clients’ throats. We ask them to review and provide feedback. We scheduled an immediate review call to discuss ***** issues and to resolve them. She was completely, 100% unwilling to provide constructive feedback, spent the entire time complaining and would not work with our staff at all to give us ANYTHING of value to help enhance her resume or her story. 
  
  The clients response leads me to believe that she either already got a job or does not wish to pay for services. The Interviewer on this project is a seasoned executive and the writer on this project is a PhD, a University Professor and one of the smartest people I’ve ever worked with. These accusations are baseless. 

  In response to the offer of a $190 refund for the LinkedIn profile and cover letter - I am the CEO – I did offer that, but she filed a BBB complaint and a chargeback before it could be completed. Just FYI, after submitting the documentation to our Merchant Processor and the client's credit card company, the chargeback was found in our favor.
  

  In response to the ripoffreport accusation- This is all just an attempt to justify her actions – in 23 years, we’ve had a handful of complaints. Any service business will tell you that you cannot please everyone, all the time… and that is the case here. Sometimes, people will just want something for nothing, or they have personal issues and want to take it out on the people trying to help. Our customers will tell you that no one works with them, supports them, provides guidance, advice, assistance and job search advice like we do. It is the reason we work with 200 new customers each week and do zero advertising. Our business is built on referrals from happy customers. 

  In response to our company being a "scam" - This is obviously not the case. Posting this here or trying to defame or besmirch my good name and reputation, or trying to negatively impact the livelihood of 45 hard working staff is bordering on slanderous. We have turned our concerns over to our attorney for action.  

  In response to the client's interview and draft complaints - Spending 1.5 hours interviewing a client (when most interviews are completed in 45 minutes) is not ‘theatrics.’ It is going the extra mile to give this client the time she needed to tell her story.  Her claims of a hatchet job are 100% untrue and again, slanderous to our hard work and reputation. We do not prey on anyone. This client, like many others, came to us for our guidance because we are collectively known as the BEST in the business. We will have no further comment or offers for this client. We will be pursuing legal damages for the false narrative and outright lies.

• Initial Complaint

  11/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is an impersonal resume assembly line. I placed an order for several services on 8/17/21 with Storeyline Resumes and my credit card was charged $698 the next day. I uploaded and emailed them the information that they requested. On 8/30 I had a phone call with a second person from the company to discuss what I wanted in more detail and to answer their standardized questions. About two weeks after that, I received a draft resume, which was one of the services I ordered. I told the company that I was not satisfied with the quality of the resume, as it did not include the format, informaton, or focus that I had told their staff I wanted. I was informed that a 3rd person, who I had never spoken with, actually writes the resume, which clearly created a communication problem. They sent a revised resume a few days later. I was not satisfied with that version either, as it still did not include much of what I had ask for (both verbally and in writing), but I agreed to pay for it anyway. I requested a refund on 9/14 for $290, which represents the cost of the other services that were not performed by the company. On 9/21 the company told me that a refund of $290 had been processed, but that it might take 30 days to appear on my credit card. As of 11/1 I have still not received the refund. I notified the company and let them know that the expiration date of the card has since been updated. The company owner told me that they use an outside processor. However, I would think they would know if there was an issue with a refund being processed. It took one day for their charge to hit my credit card account, but more than 7 weeks later the refund has not shown up. I have email communication to back up the above. At this point, I just want my money back a.s.a.p.

  Business response

  11/11/2021

  We are always committed to making sure our clients are satisfied and have career documents that they love. We went above and beyond for this client, provided 2 versions of her resume, made all of her requested changes, and she still insisted on a refund. We offered her a review phone call, but she declined. Per our agreement, we refunded her $290. However, the client's CC expired, which caused a delay in the refund being processed. That is something out of our control and was not communicated to us by the client. When she reached out to inquire about the delay in the refund, we opened a ticket with our merchant processor and requested the refund be processed with the new CC expiration date. In less that 48 hours, the refund was processed and appeared on the client's CC (per her own statement). This has been resolved (see attachments) and we wished the client all the best. 

  Customer response

  11/12/2021

  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.

  Instead of just providing me a refund in a timely manner, the business owner has decided to be dishonest and blame me, the client, for her unprofessionalism. I see from other complaints that this is her tactic. 1. I only asked for a refund for services that were never provided. They had not started on the LinkedIn profile or cover letter. Even though the quality was poor, I did not ask for a refund for the resume service. In hindsight, perhaps I should have. 2. They only provided a VERY rough draft (as they described it) partial resume, but never a completed product. What they provided was incomplete, had job title incorrect, spelling errors, inconsistent formatting, etc. I described these in great detail in writing. When they sent a revision to me, most of the errors were still there. 3. They did NOT EVER make most of my requested changes. 4. They did NOT offer to discuss on the phone. 5. The refund had still not shown in my credit card account as of Nov. 10th, so it was NOT processed or received by me within 48 hours, as the business owner claims. They said they processed the refund on Sept. 16th and again Nov. 1st. 6. Yes, in the meantime, I received a new expiration date for my credit card. However, the owner never contacted me during that 6 week period to tell that they was an issue with trying to process my refund. It is clear now that this business owner is dishonest. I have email and other documentation to prove everything I stated. 
  

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

• Initial Complaint

  09/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I requested * refund from Storeyline Resumes, *fter no longer requiring their services. On *ugust 13th, I w*s told th*t the refund would be processed *nd could t*ke up to 30 d*ys if * credit c*rd w*s used. I didn't use * credit c*rd, I used * debit c*rd. It's now been over 30 d*ys, *nd the comp*ny h*s done nothing but m*ke excuses *s to why I don't h*ve my money b*ck.

  Business response

  09/17/2021

  ****** ordered *nd then c*nceled his services with us.  We processed his refund upon his request. See document *tt*ched.  Unfortun*tely, we h*ve no control over timing *nd ****** w*s informed it could t*ke up to 10 business d*ys or one billing cycle for the post to credit to his *ccount.  *ll refunded tr*ns*ctions *re h*ndled between the Merch*nt Processor (P*yP*l) *nd the Credit C*rd comp*ny.  We expl*ined th*t sever*l times to this customer.  

  Customer response

  09/17/2021

  Better Business Bure*u:
  
  I h*ve reviewed the response m*de by the business in reference to compl*int ID ********* *nd h*ve determined th*t this does not resolve my compl*int.  
  
  The comp*ny h*s ch*nged their refund process d*tes sever*l times. When I requested the refund initi*lly on *ugust 13th, I w*s told it could t*ke up to 30 d*ys. When I followed up on September 12th, I w*s told th*t the refund h*d "cle*red on their end" *s of September 7th. The screenshot th*t they h*ve produced with this compl*int shows * d*te of September 12th. So is th*t the d*te th*t they *ctu*lly issued the refund? * full 30 d*ys *fter I requested it? Will is now be *nother 10-30 business d*ys bec*use they lied *bout issuing the refund in *ugust *nd h*ve just now processed it 5 d*ys *go? I *sked to see the det*ils of the tr*ns*ction, but th*t request w*s ignored. 

  
  

  Further, the CEO h*s begun to thre*ten me with leg*l recourse for filing * compl*int, *nd h*s *lso begun to person*lly insult me. Im*ges of everything st*ted *re *tt*ched. 
  
  Reg*rds,
  ****** ******

  Business response

  09/17/2021

  Again, I am not sure how I can say this any more clearly.  ****** reached out to us for resume services, and then canceled.  We refunded his payment according to our refund policy.  I cannot make his refund magically appear.  It has been processed and cleared on our end.  Refunds are handled by the merchant processor and the CC company.  There is literally nothing else that I can do.  The funds have been removed from our account and this transaction is closed.  I do understand the frustration, but this customer (who is not actually a customer) has been aggressive and belligerent.  This is a long time business, 23 years with hundreds of thousands of clients.  We do respond to negative comments/complaints that are unwarranted through our attorney.  We have been 100% direct, communicative and clear in our messages with ******, but he is insisting that there is some other measure that can be taken.  There is not.  I have recommended that he reach out to his CC company to seek an answer on THEIR timing.  

  Customer response

  09/17/2021

  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. 

  Yet again, direct questions are ignored by the company. I'll ask again.....WAS THE REFUND ISSUED ON 8/13? OR 9/12? Better yet, what is the exact date the refund was issued by the company? I have contacted my bank (Navy Federal Credit Union) and they are investigating the issue as well.

  I'm not sure what the relevance is of how long this business has been in operation. Does that give the CEO a pass to teat people poorly, lie to them about refund status, threaten people or insult them? 
  

  Robynn, Answer these direct questions for once....

  1) On what date did Storeyline Resumes issue a refund to ****** *******

  2) You have that it takes up to 10 business days for a refund to fully process, and you have also said it takes 30 days, which is it? 

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

*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. ↩