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Réponse de Ellacard

11 sept. 2023

Hi Nicole,

You are absolutely correct in your observation that our subscription plans make more sense from an economics standpoint. Having said that, we do not want to force customers into a subscription like most e-card services do, and so we offer one-time payment options as well. For those customers who do subscribe, we have focused heavily on building a whole suite of tools and products, including cards, videos, and invitations, in order to create as much value to our subscribers as possible.

I do think it’s a bit disingenuous to compare our service to a simple email or even a traditional paper card, when you can use the Ellacard form factor to include photos, videos, gift cards, and GIFs in addition to text on as many pages as you want, not to mention the remote group-signing aspect or that you can send / resend to multiple recipients and verify delivery. There are no comparable services that offer the same level of customization as Ellacard, and I hope as someone who works in tech, you can appreciate the complexity that goes into building these features.

All that said, I definitely appreciate your complaint, and frankly you’re right - we do prominently feature our multimedia card editor and push users towards it to demonstrate our customization tools that differentiate us from other e-card services. As a relatively young company with little public awareness of our product outside of clicking on an ad, we need that user experience to be front and center.

It may also interest you to know that we make no money on the majority of our users, and we do not share any user data unlike most tech companies, which our customers appreciate immensely. As the saying goes: “if you are not paying for the product you are the product”.

Please feel free to reach out to contact@ellacard.com if you’d like to continue the conversation.

Réponse de Ellacard

8 août 2023

Hi Donald,

That's definitely a harsh review and we're deeply sorry you had such a bad experience with Ellacard, especially considering your card was for such a serious occasion.

From your correspondence, it's clear that you mixed up the "contributors" (those signing a card) vs. the "recipient" (the person for whom the card was intended, the bereaved in this case). We've tried to make the language as clear as possible, though it's clear we have failed you, and we will be making updates to improve that based on your experience.

We don't have any record of you contacting us on any channel until one full day after you placed your order. When you did, we sent a detailed response to your email within one hour. We take great pride in our rapid support, and that's one of the key reasons we DO have so many glowing reviews across all review sites.

I wish you had expressed your frustration over the correspondence with our support email rather than trying to shame us publicly as we DO take a lot of pride in having the most feature-rich product in this space and we DO work closely with our customers to A) assist as soon as possible, B) refund where we're unable to assist, and C) continually improve our product, hence why the vast majority of our customers are extremely satisfied.

I understand you're frustrated, but please don't make assumptions about us or the effort we put into our product, and please don't disparage the integrity of our hard-earned, satisfied customers.

We had already refunded your order as Ellacard credit as you had expressed interest in trying our product again in the future, though as your review clearly expresses the opposite, I’ve processed it in cash instead.

Please do feel free to reach out again. We are definitely open to feedback and work hard to make things right.

Thanks,
Alex from Ellacard

Réponse de Ellacard

Actualisé le 24 déc. 2022

Hi Paul,

We are sorry you feel misled. We do not advertise our products as free anywhere on our site or our advertising. We DO say that you do not have to purchase a subscription to use our site, which is true. Just because you do not need to purchase a subscription does not mean we are free, and I would warn against using any sites that are free as they will likely sell your personal data. It appears that your poor review is a reflection of your disappointment that our product is not completely free and not our card selection or platform, which over one million people have enjoyed.

Regards, Ellacard