Poor Lead Quality, Repeated No-Shows, and Frustrating Refund Experience
We hired RevNew for an outbound appointment-setting campaign for a SaaS company focused on serving U.S.-based businesses. The contract stated a delivery commitment of 20 qualified attended appointments over the initial three-month term, with no-shows not counting as qualified appointments.
Our experience has been extremely disappointing.
The main issues we experienced were:
- Repeated no-shows for scheduled demo calls
- Leads that did not appear properly qualified before being placed on our calendar
- Poor communication around lead details and qualification
- Concerns around phone outreach quality and prospects having difficulty understanding callers
- A negative impact on our brand perception, with prospects directly telling us the initial outreach hurt their impression of our company
- Multiple formal refund requests being denied while RevNew continued insisting the campaign should keep running
To be clear, our issue was not simply that offshore SDRs were involved. The contract did list offshore SDRs and offshore researchers as part of the team. Our concern was the quality of the outreach, English proficiency, prospect experience, and the poor attendance rate. In our market, brand trust matters, and we felt the campaign was putting that at risk.
RevNew did eventually offer adjustments, including shifting more outreach to email and LinkedIn, adding a U.S.-based caller, and agreeing to record calls upon request. However, by that point, the broader issue had not changed: the campaign was still producing no-shows and poor-quality opportunities that wasted our team’s time.
We requested multiple times to end the campaign early and receive a refund for the remaining balance, minus the qualified attended appointments that were actually delivered. RevNew denied the early refund request and stated that any refund would only be addressed after the full term and make-good period.
While that may be their contractual position, from a customer experience standpoint it was very frustrating. We were not asking for a full refund. We were willing to pay for the attended meetings that actually happened. We simply did not want to continue a campaign that, in our view, was producing poor results and creating brand reputation concerns.
Based on our experience, I would not recommend RevNew for companies where lead quality, show rate, and brand reputation are critical. Before signing, I would strongly recommend getting very clear on caller quality, qualification standards, no-show handling, refund timing, and what options you actually have if the campaign is not working.