Smash Balloon turned out to be big BUMMER!!

  • missydi2007

    (@missydi2007)


    2 months, 3 weeks ago

    Hello SmashBalloon Team,

    I’m writing to share my deep disappointment with the recent experience I’ve had with your support team and licensing process.

    I reached out several times for assistance and was redirected to the wrong link to upgrade my license. The website itself is confusing—package names are not clearly distinguished, and I pointed out that the so-called “Basic Pro” was actually just “Basic,” not Pro at all. I purchased under the impression I’d be receiving Pro features (like hashtag filters), only to discover I wasn’t.

    When I attempted to upgrade, I was asked to pay the full price again instead of just the difference. I reached out again for help, emphasizing that I want to use the tool, but instead of receiving guidance, my entire subscription was abruptly cancelled—without any communication. That’s not just frustrating, it’s alarming.

    As someone with dyslexia, I was simply pointing out the pricing/package distinction in good faith and asking for help. Instead, I feel dismissed and penalized. This is both discouraging and unnecessarily stressful, especially since I still want to use the tool.

    Please look into reinstating my subscription and providing a proper path to the Pro version at the appropriate upgrade cost. I hope we can resolve this quickly—because I do value your product, but this experience has left me feeling unheard and disrespected.

    Sincerely,

Viewing 1 replies (of 1 total)
  • Plugin Support Smash Balloon Manuel

    (@mescobar)

    2 months, 2 weeks ago

    Hi @missydi2007

    Thank you for taking the time to share your experience. We’re truly sorry for the confusion and frustration you’ve encountered.

    We understand how important clear communication and accessible support are, and it’s clear we didn’t meet your expectations this time. We appreciate you pointing out the difficulty navigating the upgrade process, and we’ve already passed this feedback along to the appropriate team to help improve the clarity of our pricing and plan structure.

    To clarify, we offer a free version of the plugin and a Pro version with multiple tiers, each designed for different needs. The Pro Basic tier, while part of the Pro family, does not include advanced features like hashtag filtering. That specific feature is included in our Pro Plus plan and higher, as outlined here: https://smashballoon.com/pricing/instagram-feed/

    That said, we absolutely want to make things right. If you’re still open to it, please reach out through our support form at https://smashballoon.com/support and a member of our account team will personally review your case and provide all available upgrade options, including any price adjustment that may apply. We sincerely appreciate your interest in the plugin and hope we can turn your experience around.

    Warm regards,

Viewing 1 replies (of 1 total)

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