Tutoroo
Reviews and Complaints

I was meant to get a refund when a French class couldn't be scheduled on time. It has not arrived, although the whatsapp contact has promised this three times now. Initial payment was made November 14th and my email (which I signed up with) is [protected]@outlaw.ie and phone is [protected]. See whatsapp exchange below.

[22:40, 25/01/2020] Jane Russell: Hi Tracey, my refund hasn't come through, can you please update me on this? Thanks, Jane Russell
[14:37, 27/01/2020] +63 961 149 2204: Hi Jane, already sent another follow up with our payments team and asked them to process it soonest as possible
[14:48, 27/01/2020] Jane Russell: Thanks Tracey
[15:05, 27/01/2020] +63 961 149 2204: You're welcome and we do apologize for the delays
[15:20, 27/01/2020] Jane Russell: No problem, many thanks for following up on it for me
[23:45, 10/02/2020] Jane Russell: Hi Tracey, texting as this refund still hasn't come through yet. Can you please advise?
[14:53, 12/02/2020] +63 961 149 2204: Hi Jane! Will send a follow up today about your refund
[15:46, 12/02/2020] Jane Russell: Please do as I am escalating this with my bank at the moment
[15:50, 12/02/2020] Jane Russell: I also in the process of leaving reviews online for the company
[15:51, 12/02/2020] Jane Russell: I work in media and will be letting my consumer affairs colleagues know about this as well, so I'd really appreciate a definitive response this time as to when the refund will appear. Thank you.

I chose a French tutor via Tutoroo and I paid 120 dollars for four lessons with that specific tutor to the tutoroo. What happend next is that the French Tutor I chose disappeared and no words from her any more.
I asked for refunding，but the tutoroo kept persuading me to letting them introduce another tutor for me. I agreed in the end as they said they would introduce a tutor of similar price and position.
But the tutors they introduced later is too far from my place or too expensive or not proficient in English.

They are still introducing more tutors who don't suits me in price, location or other conditions. I don't know when and where is an end for that. It's unfair that they keep my money and expect me to compromise. I simply want my money back now.

They say rhe money is for that specific tutor when I make the payment, but later they say that the payment is transferable to any tutor in town when they refuse to refund me.

After my previous complain on 08 Oct 2019, Tutoroo reached me and acknowledged they are unable to find a tutor for me. They agreed to refund my first 120NZD two weeks payment. I agreed to receive payment to my Paypal account and provided proper email.
Today 18 Nov 2019, i still get nothing!

Previous claim: https://www.complaintsboard.com/tutoroo/unable-to-find-a-teacher-for-3-months-and-rejecting-refund-requests-c1177413

I have made repeated attempts to contact Tutoroo in an effort to remove all of my personal data from its website, however Tutoroo has not replied to any of my messages and will not respond to my WhatsApp calls. I have a legal right to govern the use of my personal data, however Tutoroo will not comply with my request to remove my data from its website. This is illegal, and I am looking into taking legal action against the company. Do not under any circumstances sign up for an account with Tutoroo, as your personal data may be used without your consent.

After I signed up on Tutoroo, they found a tutor, who surprisingly disappeared after I payed 120NZD for the first 2 weeks of studying.
Tutoroo then lied that they doesn't provide refunds, meanwhile there are number of responses on trustpilot.com stating successful refund.

Here is my invoice from 15th of July 2019
Invoice Number:[protected]
Attention: Andy ENGLISH Douglas AUCKLAND
Due Date:15 Jul 2019

I asked for a refund of my initial $60 sign up in April this year as a tutor was unable to be found in my area (incompatible time and I didn't want to do online tuition as this hasn't worked for me in the past). After noting my refund was going to be processed I waited the standard 30 days as they told me to do. Nothing was processed. I have subsequently followed up many times (via Whatsapp and email) and there has been no further follow up apart from saying someone from the Wellington team will be in touch, which they have not been. Absolutely terrible service. I might have been inclined to use them again but this experience has shown me they are not to be trusted. I am going to continue to push for my refund and will find every mechanism to formally lodge a complaint until I receive it.

After a poor experience with Tutoroo service, I requested a refund and was advised by Sofia (+61 490 186 995) on 2:45pm AEST on the 18 June 2019 that a refund would be processed.

Over 40 days and several follow ups later, I have not received the refund and I have not received any services.

The reason I requested a refund is that the tutor that I selected was not available. The way it unraveled made it obvious that you were either not maintaining tutor lists in a timely fashion or using fake accounts to make it look like there were more tutors than were actually available.

I saw tutoroo online for French lessons, once agreed with tutor regarding first lesson and settled fees - tutor started postponing and postponing our class, after 2 weeks trying to get my class i gave up, was offered another tutor who didnt want to do classes in my area and if i wanted i would have had to pay double. Then another tutor - i honestly got tired and said all i want is my money back. I was asked for my Paypal account but nothing happened. Emails are just useless and noone replies on them. Maximum what i got was - someone from finance team will get in touch with you, which never happened. SO technically my AED 450 went down to drain. From my side i will make everything possible and impossible to ensure that none of my friends uses their service, moreover social media and my review of this company will help others not to be treated and fooled the way i was!

I paid for 2 classes through Tutoroo up-front. Then after choosing a tutor, they let me know she was not longer available. After that, they offered me other options and when I chose one they asked me to change my location of choice (from my home to somewhere public). If your tutors are not comfortable meeting at people homes...DO NOT GIVE THIS OPTION. Even then, I setup the first class and both the Tutoroo and the Tutor were informed and confirmed. Then they night before I was told the Tutor had something else she needed to do so she would not make it.

After this whole process I saw how unprofessional this service is in management and so I asked for a refund. I was asked to provide a PayPal account for them to refund me on October 26th. It is now November 26th and I have NOT received my refund. I have written them to checkup and all they say is that it's being processed. They NEVER reach out to me with updates, I am the one who has to write them.

I have even written their manager Nicole Vanhove to try to get this resolved. I have also written them through their site and after asking for my details, they have not reached out. This company has no Customer Service number or anyone you can actually speak with for any issues. It's all on Whatsapp which absolutely terrible service. I paid 80 GBP which is quite a lot of money for two classes and for them it means NOTHING.

I found a Japanese tutor via Tutoroo. After the first lesson, Tutoroo charged me fees for 2 lessons. The idea is that the first two lessons are paid to Tutoroo but subsequent lessons are paid to the tutor directly. The tutor who came to our house was very inexperienced. In any event, she simply did not turn up for the second lesson (which I have paid for to Tutoroo). This tutor did not bother to cancel, reschedule or communicate.

I am ok if she quits or cancels, but it is not ok to not turn up and said nothing. Where is the professionalism and basic human decency?

When I complained to the local Tutoroo team, they ignored me until I complained to the main team. Tutoroo refused to refund the money and kept wanting me to use another tutor (who seemed equally, if not more, dodgy).

I can't be more disappointed. My experience with Tutoroo to-date is that it feels very much a scam.

I applied the services in HK through their online web site and prepaid the charge for the lesson on 13 Nov. As they can't find the suitable teacher to me, they promised me to refund the charge to me. But I sent whatsapp, email and FB to ask my refund process in past 2 months. They just said that it is on processing. They haven't refund until today. And no one reply and also block all kind of social media platforms to ask for refund on my case.

Attached the whatsapp conversation for your reference. the date is from 13 Nov. until now. There is no response. The company founded in Singapore. It is the online criminal.

I just want them to refund my charge.