ourritual.com

Customer service made the experience feel like a toxic relationship

Our counsellor was good and the app approach didn’t work for us, but that is not why I’m moved to leave this feedback. We would have just left the 3 month trial satisfied but realising a more traditional session-only approach was for us and being a bit annoyed about the buggy app that froze us out often, and realising that you could miss out on sessions if your assigned therapist didn’t have availability when you did (we only had one session in our first month due to this). The reason I am frustrated to the point of leaving this review is that after I emailed to confirm we wouldn’t be continuing after our 3 month commitment I was then emailed repeatedly to complete a survey before they would confirm this. I completely the survey but then came across bugs that wouldn’t let me answer which reminded me of the numerous times the system was buggy before - but again, nothing that was so frustrating that I’d take time to leave a review. What had led to this is that once I completed the survey I was then emailed again to ask if I was sure I wouldn’t renew - I said I was sure, then they said they were going to have to charge us for cancelling early. WE DIDN’T CANCEL EARLY as was clear in the email chain, but they charged us a cancellation fee that same day regardless. For a company that sells listening services their customer services team aggressively over communicates without actually reading the content of email to the extent that our account was cancelled without notice prematurely so we lost our booked sessions and we were charged a cancellation fee when we had only notified them that we wouldn’t be renewing after the three months was up. Incredibly poor customer service and much time has been lost trying to sort issues out.

Date of experience: Jun 08, 2025