It’s not that often that I feel so strongly about a company I feel the need to vent in writing. I’ve had a few issues with banks and mobile companies but they’ve always dealt with my complaints in a reasonable and professional manner. Then came along 1&1. I’ve actually been with them for quite a few years, my domains have been cheap and simple and I never really had any problems with the products themselves. I have however, been utterly amazed at how poor there customer service and more specifically their “complaints team” .
After a problem with my billing I’d finally decided to make a complaint, which can only be done via email as I discovered. This often resulted in very brief and somewhat automated responses not recognising my issues or resolving them correctly. This has happened when contacting many departments over the few years I’ve been using them and last week I finally decided that enough was enough.I’m transferring or canceling all my domains with them and am going to steer clear of them in the future in favor of a more UK based company. A quick google search brings up scores of similar reactions and much worse examples of bad customer service. A few of my favorites:
http://www.simonjones.info/1and1internet/
http://www.deanmarshall.co.uk/content/view/70/103/
UPDATE: To conclude the situation, I have sent a final complaint in writing the the UK head office and emailed a copy to complaints@1and1.co.uk. I have yet to receive a response from either although I’m not sure I ever will. Now, there’s a company that really values it’s customers. 1&1 Internet, good riddance!
This post is tagged 1&1, 1&1 internet. domains, company, complaints, customer service, domains, internet, poor service, reviews
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6 Comments
As you already know, I completely agree that 1and 1 are truly awful!
Have had various problems with 1and1 I am now leaving after the worst service from a company I have ever had.
I am also setting up a forum for people to share their stories and help others, I hope you will come by.
http://www.1and1complaints.net
After signing up for a website with http://www.1and1.com, I saw right away I did not like it and I cancelled in less than 24hrs w/o building or publishing a site(They have a 90 day money back guarantee). At first they acknowledged cancellation, then about a week later I got an email saying they tried to charge my credit card and it was denied(I stopped my card from paying them anything as soon as I cancelled). I replied, explaining the cancellation and reminded them they had confirmed it. Several times over next 3 wks they sent the same exact email about not being able to charge my credit card and I kept replying to them. It was like they were not reading my replies. Finally, I just quit replying to them. Now they have turned my account over to a collection agency and have hurt my credit, and they still will not respond to my attempts to contact them except with a canned message that does not make sense. Be very careful dealing with this company, there are many better hosting companies out there, no need to deal with one that will mess your credit up through no fault of your own.
They also advertise a very good price, but as you go through the site builing wizard, they try to sell you add-ons on every page. If you took them, it would make 1&1 the most expensive hosts on the market. Total rip-off. Try Hostmonster, great price, I paid 3yrs advance 4.95/mo total, great features,great customer service.I think it is about 6.95/mo if you pay month at a time. Still a great price. Unlimited domains on same account, I have 2 different websites on my 4.95/mo account now.
We had enormous problems with 1and1, and I endorse the comments the others have made. My wife’s email account and her website was locked by 1and1 because of the change of the new card number of the account she used to pay their fees by direct debit. There was funds in the account, but apparently the direct debit has been refused. 1and1 says they tried to contact us, but we did not receive any messages. Finally a debt collector sent us a letter for debt collection. We immediately responded and paid the due amount of £65, and rearranged a new direct debit. But the account was not unlocked until now for one month after making three complaints via email and telephone. Their complaints department emailed to say that we have to call the debt collecting company. We told them we had already done that. Even the debt collecting company claims that they have emailed 1an1 confirming the payment. We have been with this company for three years and have always paid their dues by direct debit from the same account. This company had no courtesy to send us a letter or telephone us before passing on to the debt collectors. Our website and the email account has been locked to this day since mid August. We have spoken, telephoned and emailed them so many times but to no avail. I will advise anyone not to use this company for webhosting.
I complete agree with you. I have spent 2 months attempting to get money which is owed to me (and taken from me illegally) back from them, I have finally gone to trading standards over this and have now been promised that they will “get it sorted”… Im not holding my breath
Similar stuff-horrible experience-least helpful service department I have dealt with. Would not recceomend them to anyone. They claim to be totally paperless and incapable of notifying you any way other than electronically. I would try faxing complaints to them on thier evidently paperless fax machines. Funny they can answer the phone when you call, I guess it just doesn’t work outgoing somehow.
Stay away-find someone you will like!
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