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Back in december we were conned into using site sell by a lady who we were paying to do a website for our company. Little did we know that even though she had collect a payment from us for the web site, that she was collecting a payments from sitesell and their "5 Pillar Affiliate Program". That was her main interst as it transpired. Like lemmings headed to the sea, we contracted for 3 sites abefore we realized the enormity of our mistake. What stared as an issue with emails and the use of white pages turned into a nightmare. There is no support for sitesell, you email them and wait several hours (if you are lucky) for a response which does not help. As it turned out we never got the email isue resolved and sitesell thinks that one email is adequate for a company. Mind you, you can have lots of email addresses but they all have to go to the same place...? excuse me!
We had been with godaddy and were happy with the hosting service so after knashing our teeth for a week we asked for a refund. Then, we found we needed to pay $100 for our web site on a zip file ...do not do that as it is unusable information unless you are with sitesell. We have spent $700 redoing the site which is happily up and running with Godaddy. and as for the refund...6 weeks and still no refund. Lots of emails but no money.
SCAM!
The complaint has been investigated and resolved to the customer’s satisfaction.
Hi Thersia,
Denise from SiteSell Answers, here. I do regret your unpleasant experience and hope I can shed some light on the matter. First of all, it sounds like the person who was helping you build a website was an independent contractor who was acting as agent and webmaster for you. There is nothing wrong with that person being compensated for doing that as it is a valid and valuable service. They help you build a Site Build It! site without having to climb the learning curve yourself!
SiteSell offers its own web mastering program that is officially backed by SiteSell and its guarantee. However, SiteSell cannot be held responsible for the actions of unofficial third parties.
SiteSell does have different email address for different departments, so I'm not sure what you mean here. In regards to the support department having only one email, the reason is simple. This is a very common setup for companies regardless of size or location. What occurs is all emails go to one location. They each become "tickets" that are assigned to individuals who personally work on each matter. This system allows tickets to be tracked and monitored.
Having been with the company as an employee and before that, as a customer for many years, I have never had a support ticket go unanswered or ignored. There are only a few ways this could happen. You supplied the wrong email address when you submitted your ticket or your own email filtered the response as spam.
In regards to the refunds as per our guarantee which is always honored without question - did you actually ensure that your refund request got through and did you get an acknowledgment email for that? If not, I urge you to debug this by checking your spam filter and retrieving the emails there. If they don't exist, you can resubmit and carefully check the address to ensure it is spelled correctly. There is only one condition to our guarantee and that is time. It used to be a 30 day money-back guarantee, but recently the company we have expanded the guarantee window to 90 days. So it's imperative you do this as soon as possible.
In regards to being charged for getting your sites on a zip file, that is between you and your webmaster and is not a SiteSell issue.
I hope this clears up some of the confusions. Once again, I regret your unfortunate experience but wish you much success in the future.
Kind regards,
Denise Taylor
http://answers.sitesell.com
Sorry Denis, but what you say about the zip file is not true.
Sitesell charge $100 just for you to get access to your own webfiles, if your site was made through Sitesell's blockbuilder.
There's no way of accessing your own html files through FTP and when you ask for them to be sent to you, an email asking you to supply payment options immediately arrives.
The website (not support's) email service is antiquated and feels like it's from the 1990s. It's complicated to use and to fully activate its services you need to actually sign up with another service. Of course, when you sign up for this extra service, it's through a tidy Sitesell affiliate link. Not that I did sign up of course.
I'm leaving Sitesell now. I need a real site and real results. Since I took off the blinkers and started looking elsewhere..guess what? Those results have appeared for me. Goodbye Sitesell and good luck against Wordpress, you'll need it.
Hi Jeff:
I investigated your claim and I believe your concern was previously addressed. However, just in case, here is the full story:
Because SBI sites are connected to a database, a full copy of your site has to be created by a system administrator because they are the only ones who have access to those files. If the system administrators do it, their time is fee-based, as those costs must be covered.
However, all of your pages are completely retrievable by you for free, using free software. Support can supply the needed information on how to do this.
So it doesn't cost money to move your site unless you elect to hire our sys admins to do it.
I believe your matter has been resolved, but wanted this information to be known for clarification.
Thank you and good luck to you in the future!
Denise Taylor
SiteSell Answers
Sitesell, sitesell.com, SBI, Site Build It (whatever they choose to called): I know this industry well and this is a masked scam. Masked in that it is legal, and only morally a scam (happy to expand on this).
Regardless, it is blatant SPAM, on the internet and in your inbox. For three years they have directly spammed my personal inbox from @sitesell.com emails. Every single time I replied with "UNSUBSCRIBE" as they claimed this removed you from their list. I also sent direct emails explaining that I did this several times and am still being spammed. It continues to this day. I have NO respect for SBI/sitesell as they have none for me.
Please, try to find their illustrious accreditation on BBB.org. I went there to file a complaint against them and they are either not registered, or are very well-hidden.
Hi Jents
Your matter is being resolved. I have posted a response here: SiteSell.com — Did cancel my account during trial period, still charging my card
Sincerely,
Denise Taylor
SiteSell Answers