trippled the price on existing…
trippled the price on existing subscription, charged without explicit permission, later said it will reduce the price (still to much higher one) and charged the full amount again after also agressivly trying to charge the comapny cards 6-7 times for x3 the normal amount as if an email notification gives them the right to do it. now lost a customer of 10 years just because of this behaviour.
Reply from Baymard
Hi Meir, i'm sorry for the mistake here and for the poor communication.
We've looked into your case. Your account ran on a legacy plan for years and eventually, after adding more than 70,000 hours of new UX research (more than 3x of what was signed up to) it was upgraded to a new license, which also gave you users for your entire org and UX certification. This upgrade was provided free for the first 6-7months.
Because of a technical issue your account was registered with Stripe for 2 concurrent subscriptions - here we immediately refunded the wrong duplicate subscription.
Because of the tech issues with your account, our support also offered to extend the free upgrade/remain on old pricing for 1.5 years after the change was announced. We provided you with a full refund on all of the charges as you requested this over continuing on the old legacy price for another year.
I'm sorry for the technical issue with the payment vendor and the unclear communication, this was not up to our standards.
