⭐ 1/5 — Absolutely unacceptable customer experience
I paid around €300 for a service that I never actually used.
I had previously tested the API in their Sandbox environment and then subscribed, believing that the plan I purchased would allow me to use the same functionality in production. Only afterwards did I discover that this was not the case and that the plan I had purchased did not include the production API I actually needed.
In my experience, this distinction was far from clear during the purchasing process.
When I realised the mistake, I contacted Yousign and explained the situation. I had not used the service at all. However, because I contacted them around 23 days after the purchase instead of within their 15-day period, their position was essentially that the deadline had passed.
Seriously?
What kind of customer policy is this? We are talking about a digital service that was never used, not a physical product that was delivered, consumed or damaged.
I understand that companies need terms and conditions. But hiding behind a deadline to keep approximately €300 from a customer who received no actual benefit from the service — and who is simply asking for a reasonable solution — is, in my opinion, an extremely poor way to treat customers.
I even tried to resolve the matter directly with them before leaving this review. Eventually, they simply stopped responding.
So yes, technically you may have a “policy”. But having a policy does not automatically make the way you treat a customer fair or reasonable.
Keeping the full amount for a service that was never used, rather than trying to find a sensible solution, is genuinely shameful customer service.
Very disappointing experience.