ComplaintsforCooklist

• Initial Complaint

  03/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I downloaded this app to try a free trial and it it gave me a full subscription instead of the 7 days. I reached out to support multiple times who said they couldn't refund me directly and to file a refund request with apple. Apple denied both requests and I provided proof and demanded them to refund me. They were zero help!

  Business response

  03/12/2024

  Hello,

  We would love to give you a refund, however as shown with the supported documentation, only Apple can issue refunds for app store purchases. App store developers like Cooklist can not give refunds. We disagree with this policy by Apple, but it is part of the terms that we have both agreed to by using the Apple App Store. 

  Furthermore Apple shows a "purchase confirmation screen" that states exactly what the terms are of the purchase you are about to make. If you read the screen, you would have seen that you would be charged immediately, instead of being given a 7 day free trial, because you have already taken out one 7 day trial for the Cooklist app before and then canceled the free trial. Apple does not allow you to take out more than one free trial.

  We understand the frustration here but the company you should be filing a complaint with is Apple, not Cooklist. 

  Best,
  *****************************

  Cooklist CEO & Founder

  Customer response

  03/12/2024

  I am rejecting this response because: Cooklist didnt even bother to reach out to Apple on my behalf . They appear to blame me for the issue despite it not being clear I apparently had a free trial before . I clearly forgot I had tried this out in all my years on earth . Clearly it didnt leave an impression. 

  Business response

  03/12/2024

  Hi,

  Again, this is Apple's policy, not ours. I feel your frustration but unfortunately there is nothing Apple will let us do about it from our side. Normally Apple refunds subscription payment when a claim is made. We have no way of knowing why they are denying your claim.

  Furthermore, you did not need to remember you had taken a free trail out previously. The "purchase confirmation screen" that Apple shows before a payment is made stated that you would be charged immediately and there would be no free trial. You then had to authenticate this screen with either biometrics (Face ID, Fingerprint) or enter your Apple Account password for the payment to go through. I understand you may have skipped reading this screen, but the fact is there is no way for our company to charge you without you explicitly making the payment confirmation through Apple's payment system.

  We will truly do anything to help that we can, but at this point it's between you and Apple. 

  Best,
  *****************************

  Cooklist CEO & Founder

  Customer response

  03/12/2024

  I am rejecting this response because:   Once again the company needs to reach out to Apple along with me . As I stated Apple didnt refund didnt me because the reason I didnt mean to buy this wasnt good enough and I never received any message that this wasnt a trial . The app was incredibly glitchy and would constantly close . 
  

• Initial Complaint

  09/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Yesterday was my first day of Cooklist free trail, and yet I was charged for an entire one year account. You can see that in this PayPal payment, I was charged the exact amount of a one year subscription. You can see in my app screenshot showing that I am still on the free trial. This subscription was billed through the App Store, however, Cooklist is not accepting any responsibility for the errors. I have had numerous free trials through the App Store, and have never been charge a full amount for a trial. Cooklist admitted that there was an issue, and yet again, denied their involvement. It also mentions nothing in their Terms about charging for a year after a free trial that year.

  Business response

  09/07/2023

  The images the user submitted which were supposed to be "proof" that she was in a free trial are actually the screen that appears before a trail or subscription is started. Apple tracks the subscription payments per device (Apple ID) and we cannot control if the customer made multiple accounts with our system and attempted to take out multiple free trials.
  The customer was then shown a prompt by the native iOS payment system that told her she would be charged immediately if she continued and that there would be no free trial. We do realize that there was a mistake in our app's UI that we cannot offer the customer a second free trial of our subscription, but this second confirmation by Apple did clearly state that she would be charged, and required biometric authentication that she agreed to make the purchase.
  Fortunately, the customer already confirmed that the refund is being processed by Apple, as we explained it would be in the initial email response. Additionally on my end, I see that the refund was already issued to the customer yesterday, 24 hours after the initial email.
  The situation that happened is unfortunate and we regret that the customer has had such an upsetting experience. We will work to make sure there is not another mix up like this in our UI as well. The matter has fortunately been resolved though since the user has been refunded by Apple promptly and without any issue or delay.

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