What do you dislike about Enlyft?
***After I wrote this review they refunded us the 900 dollar charge***
This was a bad experience from day one. Just organizing an initial call with their sales rep was difficult. This review is primarily not about the product though, it's about customer service.
When you buy credits to records on their platform you are apparently also buying a subscription plan. When I look back at the original order that was placed it says that we've successfully subscribed to $900 worth of credits. Now, when you buy credits, in most people's minds, they aren't recurring. You buy a bulk of credits and then you need to buy more if/when you've used them up. In their defense, I should've read closer. Though, in my opinion, their model is deceiving. You also have to contact them to end your subscription. You can't do it on your own, which I think says a lot about the people behind the business. Nevertheless, we used the credits and basically never visited the platform again. Our usage was zero for 11 months. As the 12th month turns we get a "thanks for renewing" email and a $900 charge to our credit card.
Hence, I reached out to customer support and asked nicely for a refund. But that was not possible, referencing their terms and conditions. I explained further why we had no use for the credits and referenced our usage over the past 12 months, but that didn't matter. I completely get it that asking for a $10-$50 refund on a SaaS charge is ridiculous and that no company selling software at those rates has time and resources to process that. But $900 is different, and a meaningful sum to many SMBs, it certainly is to us.
Long story short, they refused to refund us.
Their last email to me was a set of questions on feedback to improve their product. Laughable. Maybe a course in business ethics would be a good place to start. Review collected by and hosted on G2.com.