I recently had a very disappointing experience with Freeletics that I feel compelled to share. My primary issue centers around their subscription renewal policy, which I found to be lacking in transparency and customer consideration.
My subscription was automatically renewed without any prior notification. As a customer, I expect clear communication regarding such important matters, especially when it involves financial transactions. The absence of a reminder or alert before the renewal took place left me feeling blindsided.
Upon contacting Freeletics to request a refund for the renewal - which I had not intended to continue - I was met with a rigid and uncompromising response. They categorically denied my request for a refund, citing policy reasons. This inflexibility in handling customer concerns, especially in situations where the service is no longer needed or used (I barely used it), is disappointing.
While Freeletics offered a voucher equivalent to the remaining subscription period as an alternative, this solution does not equate to the financial reimbursement I sought. While this might be a suitable resolution for some, it did not address my specific situation, where the service no longer aligns with my needs and moreover is extremely expensive (almost $80 USD per year).
Freeletics claims that the automatic renewal policy is clearly mentioned at the time of purchase and in its Terms and Conditions. However, this practice does not substitute for direct communication with customers about upcoming renewals. This is a typical practice of untransparent companies to squeeze the last drop. However, they don't understand that with these tactics, churn and complain rates increase and referral decreases. A more proactive approach in this regard would significantly enhance the customer experience. they are very proactive telling you that they will not give your money back. I received their response email in less than 1 minute, yes, 1 minute! Of course, automatic response, which reflects that a lot of people have the same problem.
In summary, my experience with Freeletics has been less than satisfactory. The lack of clear communication regarding subscription renewals and the inflexible stance on refunds have left a negative impression. I believe there is a significant room for improvement in how they handle their subscription policies and customer service. This experience has unfortunately deterred me from continuing to use their services, and I would advise potential customers to be wary of these issues.
