FAIRLING Reviews 222

Reply from FAIRLING

Oct 29, 2021

Hi Petra,

First of all, we want to sincerely thank you for taking the time to write to us about your experience with us at FAIRLING. We highly value both our customers, for without them we would not exist, as well as their opinion and experiences about the platform and our service.


We are very sorry to hear that the results of your full-service package have not been as expected. Unfortunately, it is never possible to forecast the final demand for particular products in Marketing and Sales. However, our experts always try their best in offering the best service possible for our full service clients to make sure that sales are generated within the membership. In your particular case, we e.g. also proactively contacted stores from our network to introduce them to your brand besides managing your profile, advertisements and contacts.

As we had the possibility to discuss in our calls - and also as underlined by this process - you are still in the beginning of your wholesale journey and especially the first stores are often the hardest to get into, especially in tricky times. Once you gained some reputation and testimonials, fashion and design stores are easier to convince about a cooperation since the products are already familiar to the market. Even if the stores we contacted have not ordered yet, they might still be some valuable contacts for your sales process in the long-run (also including the 50+ profile clicks on your dashboard), and we would highly recommend to follow up on them at some point in the future.

We really hope that the guidance from our experts was still helpful and that you were able to gain some insights from us for setting up your general wholesale and sales strategy. Especially with optimized conditions, information material and mailing templates, we really hope that you will be able to close your first wholesale deals soon and we wish you all the best for your next steps. As a curated network we still believe in the potential of your jewelry brand - and we would be very happy to welcome you back at some point in the future to continue our valued cooperation.

Warm regards,
The FAIRLING team

Reply from FAIRLING

Sep 24, 2021

Dear Mat,

we are very sorry to hear about your situation and that you are not happy with the renewal of your subscription.

As transparently mentioned on our website, while booking the membership and in your personal demo call, FAIRLING subscriptions renew automatically at the end of the billing cycle if they are not cancelled. We are sorry to hear that there has been a miscommunication regarding the payment/cancellation policy between you and your client that might have caused issues. However, please keep in mind that we as a platform need to rely on the fact that our subscription terms are fine for both you and your client if the membership is booked by you as a representative (voluntarily using the credit card of your client as a payment method for upcoming payments in the booked subscription).

When you reached out to our support team regarding your renewal and the failed payment, we directly took a closer look on the case with you. As discussed, we are very sorry about the loss your colleague has faced! However, please keep in mind that we have reached out to both you and your colleague in multiple occasions to remind you about the upcoming payment and subscription extension. It is difficult for us to cancel memberships in retrospect since we work as a curated network and reserve brands a spot for their membership time. Still, we tried to find a solution with you when you got in touch.

Unfortunately, it is difficult to quickly close this case for good if you remain unresponsive to our mails and offers for weeks. If not happened yet, please make sure to get back to our support team (support@fairling.com) as soon as possible. As mentioned in our conversations, we would love to find a good and peaceful solution with you on how to handle the general situation.

Best regards,
The FAIRLING team

Reply from FAIRLING

Sep 3, 2021

Hi Helena,

thanks for your valuable feedback. We are very sorry to hear that you are not happy with the results you received throughout your membership period.

As we were able to discuss in your Onboarding process, the final results of memberships depend on many different factors (including the provided content, target audience or general situation). From our experience, it is very important to regularly publish advertisements to make sure that shops can fully get to know your amazing brand (we e.g. advice to publish at least 1 advertisement per month).

As we can see from your Profile statistics, you have published a total amount of 2 advertisements throughout your membership and hence, have not even made use of 25% of your Credit budget to reach out to stores. With every advertisement you publish you not only gain more visibility (which is very important in online wholesale), but also find more interested store contacts in your dashboard and hence, possibilities to finding new B2B business partners. Please keep in mind that shop owners often need to get to know your brand via a wholesale funnel (1. Awareness, 2. Consideration, 3. Purchase) before getting in touch with you and making a final order.

We definitely see a lot of (unused) potential for your brand on our platform based on your story and design. Please make sure to reach out to our Support team (support@fairling.com) or your personal Customer Success Manager so that we can take a detailed look on your performance and can make sure that you use your remaining Credits as efficiently as possible. We are sure that we can find a good solution for your particular case and would love to continue to assist you as best as we can in finding new resellers.


Warm regards from Hamburg,
the FAIRLING team

Reply from FAIRLING

Aug 5, 2021

Dear Dom,

We are very sorry to hear about your situation and that you are unhappy with your client experience!

As we had the opportunity to discuss, our subscriptions renew automatically at the end of your booked package, yet they can be cancelled at any time up to 48 hrs before the renewal date. This cancellation can be done either in your personal FAIRLING log in area or by contacting our support team (via email or chat).

Due to the fact that we reserve every brand a spot in their niche, it is unfortunately very difficult for us to cancel memberships in retrospect after the renewal. Still, we at FAIRLING pride ourselves in providing full transparency to our clients by openly communicating our membership conditions and cancellation terms in various stages throughout the membership. This includes an email reminder that is send out before the renewal to remind you of the upcoming payment and to provide you the possibility to cancel in time if needed.

In your particular case, your membership renewed since we have not received your cancelation and the corresponding payment failed. We reached out to you in various reminders to kindly ask you to settle the outstanding payment. Unfortunately, we have not received your payment or a reaction. Therefore, your case was forwarded automatically to our payment collector as transparently stated in those reminders.

We invite you wholeheartedly to reach out to us via support@fairling.com so that we can assist you in finding a good solution for both sides. We will do our utmost effort to be of help and service to you and your brand and to make sure that you can use the membership period as efficiently as possible.

Warm regards,
The FAIRLING team

Reply from FAIRLING

Apr 1, 2021

Dear Ingrida,

We are very sorry to hear about your situation and that you are unhappy with your client experience. As we had the opportunity to speak, our memberships do renew automatically at the end of your booked package, yet they can be cancelled any time up to 48 hrs before the renewal date, both directly by you via your profile or by contacting us through any of our various channels (e.g. Chat or E-Mail).

Since we at FAIRLING, pride ourselves in providing full transparency to our clients, we make sure that our membership conditions and cancellation terms are communicated clearly in various stages throughout your membership - including an email reminder which you acknowledged was received by one of your employees to inform you once again about the upcoming payment. As much as we acknowledge your frustration that this email wasn’t sent directly to you, we invite you to understand that we have no control over a brand’s internal communications and that we provided this reminder - as well as all other general information related to your membership - to the mail address that your brand willingly chose as the official email for your FAIRLING account. We also provided you with our company’s address when you asked us.

Due to the fact that we reserve every brand a spot in their niche during their membership time, it is unfortunately very difficult for us to cancel memberships in retrospect after the renewal. Furthermore, despite receiving our full support during your Onboarding Process, your brand did not always remain fully active throughout its membership. Please be reminded, that in order to make the most out of your membership period, as well as to achieve an optimal outcome, it is very important that you send out versatile and captivating advertisements on a regular basis so that you can be both seen and found by fitting shops.

Lastly, at FAIRLING we equally make sure to go the extra mile to support our customers, and we are therefore always willing to find alternative solutions to make sure that brands like yours can reach their full potential in their wholesale goals. So in the spirit of finding an alternative solution, one that leaves you truly feeling like the valued customer that you are, we invite you to give us a chance and to get in touch with us once again via support@fairling.com so that we can workout a peaceful and smart solution together.

Our Support team is fully aware of your situation, and rest assured that will genuinely do our very best to assist you and your brand.

Warm regards,
The FAIRLING team

Reply from FAIRLING

Mar 17, 2021

Dear Satu,

We at FAIRLING value our customers above everything and we daily do our best to go the extra mile in order to assist them. For this reason, we are sincerely sorry to hear about your current health situation, as well as your negative experience.

As we had the opportunity to mention, our platform works as a curated network in which we both reserve and guarantee every brand a spot in their niche during their membership period. As customary in various B2B software subscriptions, a cancellation after a subscription has been booked is unfortunately not possible. During your Demo Call with our Sales Team you were informed about the respective booking conditions and offered assistance to answer all your questions, after which you voluntarily decided to proceed with booking.

Despite not being able to issue a refund we tried to find an alternative solution when you reached out to us in January to inform us that your brand is after all not ready for exporting from Finland. However, on more than one occasion you remained unresponsive to our communications for several weeks and also employed menacing and intimidating language.

We acknowledge your frustration and genuinely wish to help you, however it is very difficult for us to find a fitting and timely solution, when you don’t react to our emails and additionally employ compulsion against us in your wordings.

Having said this, we invite you wholeheartedly once again to reach out to us via support@fairling.com so we can assist you in finding a solution. We will do our utmost effort to be of help and service to you and your brand. Lastly, in order to do this, we kindly invite you to communicate with our team in a professional and respectful way.

Warm regards,
The FAIRLING team