I had a very disappointing experience advertising with Yelp.
Before I signed up, their customer service was extremely attentive. I was told I would have a representative dedicated to my account. However, as soon as I became a paying customer, that representative was nowhere to be found. Whenever I needed help, I had to call the general customer service line and was passed from person to person.
Eventually, I reached someone who was actually much more helpful than the original rep, but unfortunately, my account was still mishandled. I had asked for a monthly spending cap because the charges on my card were getting out of control. Despite that request, the billing continued at very high amounts. Meanwhile, although Yelp claimed my page had thousands of views, I did not receive a single call or piece of business from it.
When I finally canceled the service, I discovered that I was still being charged. When I questioned this, a representative told me the platform is “self-serve.” If that’s the case, why have account managers and customer service representatives involved in the first place? No one told me at the beginning that I would be expected to manage everything entirely on my own.
To make matters worse, changes were made to my account settings, adding descriptions that I did not request and had nothing to do with my business, which created confusion. After canceling, Yelp continued to bill me and refused to refund the charges. I ultimately had to dispute the charges with my credit card company, and the outcome is still pending.
Overall, this experience felt extremely frustrating and unprofessional. I would strongly advise other small business owners to be very cautious before signing up, if at all!
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