The above-average rating is only because the tutor was good. Unfortunately, the payment system and customer support were extremely poor.
I agreed on a package, yet I was charged the full tuition for the next session the following day. The agreement was that I would first pay a deposit, which I had no issue with. However, there is no option on the website to enter a custom amount.
Since my credit card details were already on file, I assumed that would be sufficient as a guarantee and that the package arrangement would be honored.
When I raised the issue, there was no real attempt to resolve it. I was simply told that future sessions would not be charged incorrectly, but that I needed to pay the deposit first.
I repeatedly asked them to send a payment link or explain the process so I could pay the correct deposit and avoid being charged the full session again, but received no response. I did not want an automatic charge on my card at this point.
In the end, I had to make an international phone call just to reach someone, which likely cost more than the discounted amount I was trying to secure. :)
Overall, the system gives customers no control over payments. You add your card details and only see transactions AFTER they have already been charged. You can't even see which credit card you have on file, because at one point I had changed it and couldn't check if it got replaced.
For a service operating online, the payment experience is surprisingly poor.
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Founded in 2014, The Profs is an online tutoring company on a mission to help students achieve life-changing success.
Our reach is global; we have helped more than 30,000 students in over 120 countries get the results that they needed in progress in life. We cover all subjects and levels of study.
According to our 2023 client feedback survey, 98% of our school students achieved their target grades, 96% got into their preferred university, and 93% of our university students achieved a grade improvement.
We are widely regarded as the best tutoring company in the UK and the top rated tutoring company on Trustpilot globally.
We have partnerships with Cambridge University and Oxford University among other institutions and have been featured in most major newspapers in the UK.
In recognition of our contributions, we were awarded 'Edtech of The Year 2024' by Education Investor Magazine, ‘Tutoring Business of The Year 2023’, ‘Best Customer Service 2023’, 'Best Tutoring Tech 2024' and 'Tuition Partner of The Year 2024' at the National Tutoring Awards.
We have previously won 'Young Entrepreneur of the Year 2017' at the Great Britain Entrepreneur awards, 'Tutoring Company of the Year 2017' at the Education Investor Awards, 'Most Innovative SME 2018' at The Telegraph Awards, won a grant from the Department of Education in 2018, made Forbes 30 under 30 in 2019, were runner-up in the Guardian Startup of the year 2016, and featured in the The UK's Top 100 Startups in 2017.
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