Helium 10 Reviews 644

Antwoord van Helium 10

3 dagen geleden

Hi Francisco,

Thank you for sharing your experience, and I’m truly sorry to hear about the frustration you’ve encountered. I completely understand how upsetting it can be to feel like you’ve been charged unexpectedly.

Our software operates on a subscription-based model, with payments taken either monthly or annually to your choice, as stated when signing up. If you had canceled your subscription but were still charged, we sincerely apologize for any confusion or inconvenience this caused.

To resolve this matter, please reach out to our support team at support@helium10.com with "Trust Pilot - Refund Request Review", and a billing team agent will assist you in reviewing your account and any charges made, if there was an error, they will also make any corrections as needed.

We appreciate your feedback and are committed to helping resolve this issue as quickly as possible. Thank you for your understanding.

Sincerely,
Nada S
Sr Manager of Support

Antwoord van Helium 10

3 dagen geleden

Hi Cengiz,

Thank you for reaching out and sharing your experience. We sincerely apologize for the inconvenience you’ve faced with your dashboard not updating. If this issue is related to our MT360 tool, please note that it was a known issue that took longer than expected to resolve due to its complex nature that support agents are unable to resolve without engineering assistance. If you're still experiencing this problem, or if it’s unrelated to the MT360 tool, we want to ensure your issue is properly addressed and fully resolved.

Please email us at support@helium10.com with "Trust Pilot - Dashboard Issue Review" in the subject line, and we’ll escalate your ticket to our engineers for further investigation.

We truly appreciate your patience and are committed to resolving this for you as soon as possible. Thank you for your understanding.

Best,
Nada S
Sr Manager of Support

Antwoord van Helium 10

3 dagen geleden

Hi there,

Thank you for sharing your experience, and we truly apologize for the frustration you've encountered. We want to clarify that we always strive to provide the best customer service and are committed to honoring refunds within our current policy.

I would like to personally investigate your request further and see if it meets our refund guidelines, please email us at support@helium10.com with "Trust Pilot - Refund Request Review" in the subject line. Our team will review and look into your case and ensure it’s handled according to our policy.

We appreciate your feedback and hope to resolve this matter in a way that restores your trust in us. Thank you for your understanding.

Best,
Nada S
Sr Manager of Support

Antwoord van Helium 10

3 dagen geleden

Hi Yoily,

Thank you for sharing your feedback. We completely understand your frustration with the current limitations of the Follow-Up tool, and we want to assure you that we are actively addressing the issue. The Follow-Up tool is working as intended to send templated responses to customers for your products, but we are currently facing challenges in retrieving product ratings and reviews from Amazon due to their recent platform changes.

We’ve submitted a ticket to Amazon, and we are waiting for an ETA on when this functionality will be restored. Unfortunately, this issue is dependent on resources outside of our engineering team, but please know that they are diligently working on finding a solution.

Our customer support team has also reached out and followed up with you to provide more details and a remedy for the inconvenience.

We appreciate your patience as we continue to work on resolving the issue. Thank you for your understanding!

Sincerely,
Nada S
Sr Manager of Support

Antwoord van Helium 10

24 jan 2025

¡Hola!

¡Gracias por tu comentario! Lamento escuchar que estás experimentando inestabilidad con lo que describes, parece que se trata de la herramienta de la extensión de Chrome, y entiendo lo frustrante que puede ser cuando intentas usarla en la plataforma de Amazon.

Para ayudarnos a investigar esto más a fondo y resolver el problema lo más rápido posible, ¿podrías ponerte en contacto directamente con nuestro equipo de soporte a través de support@helium10.com? También puedes chatear con un agente de soporte directamente a través del chatbot en la esquina inferior derecha de la pantalla cuando estés conectado a tu cuenta de Helium 10. Ellos podrán asistirte y solucionar el problema.

Agradecemos tu paciencia y estamos aquí para ayudarte a que todo funcione correctamente.

Saludos cordiales,
Nada
Gerente Sr. de Soporte

Antwoord van Helium 10

24 jan 2025

Hi there,

Thank you for sharing your feedback, and I’m sorry to hear about your experience that led you to end your subscription with us. I completely understand your frustration, especially after investing time and effort into using the software.

We always strive to deliver a high-quality service, and I’m genuinely sorry that we did not meet your expectations during your time with Heliu 10. It’s important to us that we address any unresolved issues, so I’d love to learn more about any specific problems you faced. If you're open to it, please feel free to reach out to us at support@helium10.com and with "Trustpilot Review" in your subject line, and we will be happy to further investigate the issues that lead to your review.

We truly value your input, as it helps us improve. If there’s anything else you’d like to share, please don’t hesitate to add that as well. W

Best regards,
Nada
Sr. Support Manager

Antwoord van Helium 10

24 jan 2025

Hi Thach,

Thank you for taking the time to share your thoughts, and I’m sorry to hear about your negative experience with trying to cancel your subscription. I can completely understand your frustration, and I sincerely apologize for any difficulties you've encountered while trying to manage your subscription.

We aim to provide a smooth and transparent experience for all of our customers, so if you’ve had issues with canceling your subscription, I’d like to look into this personally and ensure we resolve the matter as quickly as possible. Please reach out to support@helium10.com with "Trustpilot - Cancelation Review" in your subscription and I will work with my billing team to see if your account meets our refund policy requirements for a refund and how we can improve the cancellation process.

I appreciate your feedback as we continue to improve our services.

Best regards,
Nada
Sr. Support Manager

Antwoord van Helium 10

24 jan 2025

Hi Matteo,

Thank you for sharing your feedback, and I sincerely apologize for the frustration you've experienced. I completely understand your expectations for prompt and efficient support, especially when you're investing in a premium service like ours.

The request for a passport or other identification is part of our security measures to ensure the integrity and protection of your account, especially when dealing with sensitive details like billing information. However, I fully appreciate how this might have felt unnecessary for a simple email setup for your invoices, and I apologize if the reasoning for this process was not communicated clearly to you.

Your experience is important to us, and I’d like to personally ensure that any other concerns are addressed. Please don’t hesitate to reach out to support@helium10.com and with "Trustpilot Review" in your subject line to help you further.

Thank you again for your feedback—it's crucial in helping us enhance both our service and support processes.

Best regards,
Nada
Sr Manager Support

Antwoord van Helium 10

24 jan 2025

Bonjour,

Merci d’avoir pris le temps de partager votre expérience. Cependant, après avoir examiné vos commentaires, je pense qu’il pourrait y avoir eu une confusion, car nous ne sommes pas une société d’assurances santé en France, mais plutôt un fournisseur de logiciels.

Il est possible que vous ayez écrit cette évaluation pour une autre entreprise. Nous comprenons néanmoins que votre expérience avec une autre entreprise ait été décevante, et nous vous encourageons à contacter directement leur support pour résoudre les problèmes mentionnés.

Si vous avez des questions concernant nos services, n’hésitez pas à nous contacter, nous serons heureux de vous aider.

Cordialement,
Nada
Responsable Support Senior

Antwoord van Helium 10

25 jan 2025

Hi Catherine,

Thank you for sharing your experience. I understand the frustration you've had with the cancellation process and the follow-up you received. It's never our intention to make these matters more complicated, and I see how this could have been handled more efficiently and apologize for this experience.

In regards to your refund, we do have a standard process in place, but it seems there was a miscommunication along the way. If you haven’t yet resolved this, please reach out to support@helium10.com with "Trustpilot - Cancelation Review" in the subject line, and I’ll make sure we look into it.

Your feedback is important to us, and we’ll use it to improve our approach moving forward.

Best regards,
Nada
Sr Support Manager

Antwoord van Helium 10

25 jan 2025

Hallo Hüseyin,

vielen Dank für Ihr Feedback! Wir schätzen Ihre Anmerkungen sehr und nehmen diese ernst. Wir werden prüfen, wie wir in Zukunft mehr Videos und Artikel auf Deutsch anbieten können, um Sie und andere Nutzer besser zu unterstützen.

Was die Werbekosten betrifft, klingt es so, als ob es sich um die Abrechnung von Adtomic handelt. Könnten Sie uns bitte genauere Informationen zu den Rechnungen zukommen lassen, die Sie erhalten haben, damit wir den Fall weiter untersuchen können? Bitte senden Sie eine E-Mail an support@helium10.com mit dem Betreff „Trustpilot Advertising Invoice Review“.

Wir freuen uns darauf, Ihnen weiterhelfen zu können!

Mit freundlichen Grüßen,
Nada
Senior Support Manager