triplewhale.com

A Truthful Experience With Triple Whale

** Edit: I've been instructed to remove the names mentioned in my original review. However, all the mentioned employees have public accounts on LinkedIn and are employees of Triple Whale. Also, an update on the review: TrustPilot agreed to provide a refund but never followed through. After months of chasing it up, I was either left without a response or an excuse for the refund delay. I eventually opened a chargeback and received a full refund through the bank. Please note the chargeback process isn't guaranteed and I was almost out of pocket 12k (don't rely on this). Furthermore, in their reply to this review, no one ever reached out (not that there's anything left to solve). End edit **I’m not one to write reviews, but this is the first I’ve ever written.From the start, I was hesitant to sign up due to the high cost. Our brand generates significant revenue, and paying a premium price for software just to analyse ad performance was a big decision. Triple Whale was extremely responsive and eager before we signed up, offering video meetings, tutorials, and constant follow-ups—exactly what you’d expect for such a high-cost service.Our sales rep, L******, was incredibly helpful and got us over the line. But the moment payment was made ($8,058.28 AUD), he disappeared. From day one, the software had bugs—certain advertising channels didn’t report correctly, and COGS data never synced from Shopify.I initially thought it was a simple fix and didn't stress over it. I even manually added COGS myself and ignored the misreporting channels. Meanwhile, I brought our second, smaller brand onto Triple Whale, paying an additional $3,984.42 AUD.At these prices, the expectation is simple: the software should work.Customer Support? Nonexistent.When their live chat couldn’t resolve the issues, I was transferred to E*****, "Customer Success Manager". She booked a meeting for 7 PM, but when I couldn’t find the link, I emailed her asking for it exactly at 7 PM. With no response, I found the link five minutes later on my own at 7:05 PM and joined—but E***** never showed up.An hour later at 8:04 PM, she finally emailed me saying she had already "logged off". From there, A*****, "Director of Customer Success," was looped in. He quickly offered a one-month credit to “rebuild our partnership” but then disappeared. I followed up three weeks later—no response. I emailed again on February 5th, stating I would file a chargeback. Suddenly, E***** responded, claiming that I had been assigned to a new rep, S*****.By this point, I was completely over it. I wanted a refund, and instead, Triple Whale cancelled my accounts on February 12th—without issuing a refund.I emailed E***** three times over six days—no response. Contacting their main support email got my ticket assigned back to E***** by E*****, who then responded to loop A***** back in—the same person who hadn’t replied to a single email since November 2024.Final Warning to OthersRight now, I am left with:❌ No response❌ A cancelled service❌ No refund❌ $12,000+ AUD goneThis review is a warning to anyone considering Triple Whale:Before taking your money, they will be the most helpful company you’ve ever dealt with. Once you pay, they will ghost you. If their software has even a minor issue, expect NO support, NO fixes, and NO refund.To Triple Whale, this review is a result of your team's failures. If my refund is not processed within a reasonable time, I will be proceeding with a chargeback.To anyone reading this: contact me if you want evidence of their horrendous support. I have every email trail to back this up.

Date of experience: Jul 24, 2025