Inflexible punitive customer service approach that feels like it is out of the 1980's. Essentially, as I will describe below, my experience has been an epic fail in terms of customer service.
My experience is Meet Hugo agreed to anything to make the sale and thereafter dropped the ball. They didn't deliver on what they agreed and have taken no responsibility for it, but instead put all the responsibility on me, the customer.
My experience is once they have your money, that's all that matters to them. They have been completely inflexible in considering anything they may have done wrong, and made ti clear that under no circumstances do they want to refund you, regardless.
If you read more reviews you will see there is a very clear pattern to the experience of those unhappy with Meet Hugo, so it suggests it is company culture and policy and not just a rogue employee.
Here is the background and the details of my experience.
I was being approached by a number of similar platforms and was reluctant to sign up to any. The sales person at Meet Hugo was very persistent and we ended up having a few calls before I agreed to a trial.
The only reason I agreed to a 3 month trial was on the basis of what he (Kamal) told me. He said that each week there are inside intel deals which are actual live jobs with an agreed budget and each of these is ONLY sent to two businesses. This seemed worth a try. It turned out it wasn't true.
But that is not the main reason I would recommend you stay as far away from this company as you can.
There are many bad reviews for Meet Hugo and also many good reviews. For some companies the types of deals sent through may be useful but it is when there is a problem or when a company fails to deliver on it's agreements/promises and how they respond, that you really see what kind of company they are.
I agreed to trial the platform for 3 months and paid £309 plus VAT to do so. I said I would only do so if they agreed that IF I wanted to continue after that that they would ensure I could have a years access for the total price of £894 plus VAT which was the offer at the time less the £309 I had already paid, making the difference £585 plus VAT.
Kamal agreed to that and I agreed on that basis. Here are the exact words from his emails...
"That sounds perfect to me I’m more than happy to do that, to get started you just need to begin the sign up process on the website and on step 2 select quarterly subscription.
I’ll make note on our system to provide you with the discount at the end of the quarter. Consider this email as a formal confirmation you can have the annual at £894 - £309 after the 3 months if you wish to go forward on this plan."
KAMAL NEVER CONTACTED ME TO CHECK IF I WANTED TO CONTINUE. HE ALSO NEVER APPLIED THE DISCOUNT.
I WAS SIMPLY PUT ONTO A QUARTERLY ROLLING SUBSCRIPTION AT £309 PLUS VAT A QUARTER MEANING I HAD NOW PAID £618 PLUS VAT FOR 6 MONTHS WHEN THE AGREEMENT WAS THAT KAMAL WOULD MAKE SURE (REMEMBER HE SAID HE WOULD MAKE A NOTE TO DO IT) THE DISCOUNT WAS APPLIED (IF I WANTED TO CONTINUE) SO I WOULD BE PAYING £894 FOR 12 MONTHS, not £618 plus vat for 6 months.
HE NEVER CONTACTED ME TO CHECK IF I WANTED TO CONTINUE SO HE COULD APPLY THE DISCOUNT TO THE AGREED AMOUNT, WHICH YOU WOULD IMAGINE WOULD HAVE BEEN THE NORMAL THING TO DO IF YOU HAD SAID YOU WOULD MAKE A NOTE TO DO SO.
THIS APPEARS TO BE THEIR M.O., TAKE THE MONEY AND NEVER GIVE IT BACK, EVEN IF IT IS CLEAR THEY FAILED TO HONOUR THEIR SIDE OF THE DEAL.
Any company with a progressive customer service policy and culture would have immediately taken responsibility and not forcibly tried to tie a customer in to a service they have clearly expressed they do not want and where there is clear evidence that the company employee has failed to carry out what they agreed to do.
Becky, their customer service person refused to offer a refund and at no point offered an apology or to take any responsibility whatsoever for the clear failure of the company to honour what had been agreed. It has been a terrible experience. Be warned.