Zentorno Avis 

Réponse de Zentorno

8 janv. 2021

Hey Elias,

Thank you for leaving a review and the kind words! We truly appreciate it.

Have an awesome weekend!
Team Zentorno

Réponse de Zentorno

Actualisé le 18 déc. 2020

Hi Wille,

Thank you for the review and for taking the time to offer us such constructive feedback. We greatly appreciate it!

I agree that quick and efficient support should, due to our concept, be expected from us. Usually, our live chat is live Monday to Friday from 9:00 am to 4:00 pm (GMT+1), but throughout the last two weeks, we've had to disable it due to the massive traffic surge we've experienced due to the Christmas shopping. This demand surpassed our expectations by far, and in order for us to offer the best possible customer service, we've had to exceptionally turn off the live chat so that we could allocate resources to our e-mail support.

As a member of Zentorno 1st. you should expect an online live chat, and we doing our best to reactivate it as soon as possible. We are also actively working on offering our customer support via a phone number.

In terms of the process regarding the cancellation of your membership, you can easily cancel your membership from your account. If you're unsure as to how you do this, you follow our guide: https://zentorno.kb.help/zentornocom/how-do-i-cancel-my-zentorno-1st-membership/. It should only take a couple of clicks, but we are constantly striving on improving the cancellation process and making your options more transparent. As evidence of this, we have just (30 minutes ago) updated the "Membership"-page and "View membership" based on user feedback, making it even easier to cancel your subscription.

If you have requested a cancellation of your membership, I expect that you already have received a response from our customer support.

Wish you a merry Christmas and all the best
Team Zentorno.

Réponse de Zentorno

18 déc. 2020

Hej August,

Tak for din anmeldelse og feedback.

Jeg er glad for at høre at din bestilling kom hurtigt, men jeg er ked af at høre at du havde problemer med opsigelsen. Vi har dd. foretaget en opdatering af vores hjemmeside, som gerne skulle gøre det endnu nemmere fremadrettet at opsige sit medlemskab :-)

God jul!
Team Zentorno

Réponse de Zentorno

Actualisé le 23 déc. 2020

Edit:
Henrik T., you have presented several false claims, and we honestly don't understand why you feel the need to both lie and harass our customer support. As such we regard your review as containing defamatory content which is in direct violation of Trustpilot's guidelines.

Our customer support has never laughed at you but has instead solely treated you politely and with respect. You have, instead, harrassed our customer support and, instead of giving us feedback as to how we could improve the information of the membership, you have relapsed to name-calling and using slurs. Since you have presented false accusations and claims without providing any proof at all, we are forced to share the only conversation we've had with you, in order for us to prove that your claims are false. We have redacted all identifying personal data from the documentation, and only used the information you have shared on Trustpilot such as "Henrik T." (your public Trustpilot username), why our response is not infringing GDPR. Below we have inserted the conversation, where our customer support supposedly is laughing at you:

CONVERSATION START

FIRST MESSAGE:
HENRIK T (Wed, 16 Dec 2020, 12:51 pm):
This was not very good from your side. I expect you refund my membership I did not actively request. I bought a game that's all.

Will start an issue with Konsumentverket today

AUTOMATED MESSAGE (Wed, 16 Dec 2020, 12:51 pm):
Hi Henrik T,

Thank you so much for reaching out to us!

This auto-reply is just to let you know that we have received your message and will get back to you with a (human) response as soon as possible. That’s usually within 2 business days - weekends and holidays not included.

If you have any additional information that you think will help us to assist you, please feel free to reply to this email.

We look forward to chatting soon!

Cheers,
Zentorno.com

CUSTOMER SUPPORT AGENT (Wed, 16 Dec 2020, 01:38 pm):
Hi Henrik,

Thank you for your inquiry. We're sorry to hear that you do not believe that you have been informed about your Zentorno 1st membership in connection with your purchase on our website.

While you are welcome to start a case with Konsumentverket, we comply with the legal requirements that apply to online sales of subscriptions and follow the local authorities' recommendations. Our website is also reviewed and regularly checked by our Swedish lawyers to ensure that we remain compliant.

In connection with your purchase of products on our website, you have been informed throughout the order flow that you are also purchasing a membership. In this context, you have been informed about what the membership entails, the price of the membership, the duration of the membership, and when the membership must be paid for the first time. This information, and the membership itself, is also clearly stated in the order overview and on the payment page.

You have also been made aware of what the membership entails, the price of the membership, the duration of the membership, and when the membership must be paid for the first time in your receipt, where we also attach the conditions in a separate document. I'd, therefore, strongly encourage you to go through your order confirmation again.

You have, further, confirmed the purchase of the membership via 3d-secure. It requires that you, as the cardholder, has entered a one-time code that you have received via SMS or Bank-id with your bank, which is why the creation of the membership could not be completed without your permission.

For your convenience, a screenshot of a sample product page, the order overview, the payment page, and an example order confirmation (e-mail) has been attached.

Please let us know if you have any further questions or concerns about our website.

HENRIK T (Wed, 16 Dec 2020, 01:42 pm):

Fuck you! Fraud!

HENRIK T (Thu, 17 Dec 2020, 01:45 pm):

Also today a deep and honest FUCK YOU ALL!!! RETARDS!!!!

--


CONVERSATION END

Pictures that displays the entire conversation can be seen here:
https://zentorno.com/wp-content/uploads/2020/12/henrik-t.png
https://zentorno.com/wp-content/uploads/2020/12/henrik-t2.png

As can be seen in the conversation, after we politely and thoroughly explained how exactly you signed up for the membership, you responded within 4 minutes with an insult. Four minutes is no way enough to read our response, and since you also cancel your membership, we were honestly perplexed as to how we should respond to your unconstructive response.

ORIGINAL TRUSTPILOT RESPONSE:

Hi Henrik,

While you are welcome to start a case with Konsumentverket, our Swedish lawyers have ensured that we comply with the legal requirements that apply to online sales of subscriptions and follow the local authorities' recommendations.

In connection with your purchase of products on our website, you have been informed throughout the order flow that you are also purchasing a membership.

It is stated, for example, on the starting page, at every product, and on the checkout page. As a customer, you actively have to choose whether you want to buy a product at 1st. price or normal price. At the 1st. price we inform that you start a 1st. membership when you purchase a product for a 1st. price. A membership is also added to your shopping cart when you purchase products for 1st. prices for the first time. The payment obligation for the 1st. membership is as visible as the product you buy at 1st. price. Furthermore, you have received confirmation to your email with information about your membership when you placed your first order. In this email, the membership and the price per month is the first line in the order overview and is mentioned before the product that you bought at 1st. price.

If you have any suggestions as to how we could improve the information regarding the membership or if you have any concerns about our website, please reach out to us at hey@zentorno.com. Any feedback would be greatly appreciated!

All the best,
Team Zentorno

Réponse de Zentorno

27 nov. 2020

Hi Michael,

Thank you for leaving a review. I'm genuinely not sure if you have mistaken us for another site.

1. Currently, we only sell to customers located in Denmark and Sweden. We do, therefore, only use the currencies DKK and SEK, and, as such, the British pound is not supported when shopping on our website.

2. If you were to convert the price of the Zentorno 1st. membership to GBP, the monthly price would be noticeably lower than £30.

3. You don't have to read "the small print" to be aware of the membership on our site. In fact it is stated in several places on Zentorno.com that the 1st. prices are only for Zentorno 1st. members and that one becomes a member when purchasing products at 1st. prices.

It is stated, for example, on the starting page, at every product, and under the “terms”. As a customer, you actively have to choose whether you want to buy a product at 1st. price or normal price. At the 1st. price we inform that you start a 1st. membership when you purchase a product for a 1st. price. A membership is also added to your shopping cart when you purchase products for 1st. prices for the first time. The payment obligation for the 1st. membership is as visible as the product you buy at 1st. price. Furthermore, you have received a confirmation to your email with information about your membership when you placed your first order.

Have a great weekend.

Team Zentorno

Réponse de Zentorno

14 nov. 2020

Hi Martin,

Thanks for leaving a review - we greatly appreciate your kind words! Have an awesome weekend.

Réponse de Zentorno

14 nov. 2020

Hi Oscar,

Thank you so much for accepting our invitation and leaving a review!

I’m sorry to read about the rather confusing purchase experience you’ve had with us. Since you’ve accepted our review invitation, it has been possible for me to look into your specific order and investigate what exactly happened.

I can see that your order actually was out of stock, but in order for us to minimize the shipping time, we chose to buy the product you’ve ordered from another merchant - even though it meant that your order resulted in a net loss for us. I believe that you were notified of this via email.

Still, I understand how this could have resulted in an rather confusing purchasing experience, and I therefore hope that you’ll reach out to our support at hey@zentorno.com, so that we can make this right for you. Until then, I wish you an continued great weekend.

Réponse de Zentorno

13 nov. 2020

Hey Andreas,

Thank you so much for taking the time to leave a review and your constructive feedback.

Our concept is still quite new, so we're continuously improving it to create a better experience for our members. One of the ways, we improve our concept is by expanding our assortment of products. This usually goes painlessly, but we faced some issues with our stock status in our latest expansion. I'm sorry that this has affected your orders with us and your impression of the 1st. membership.

I hope that you'd like to reach out to us at hey@zentorno.com, so we can resolve this with you as best as possible. Wish you a nice weekend until then!

Réponse de Zentorno

13 nov. 2020

Hi Francisco,

Thank you so much for your review and feedback - we appreciate it!

I'm really sorry that there have been problems with the shipment of your order - I would very much like to this investigate further. It is VERY important to us that the goods are sent and that you receive your order as quickly as possible. It certainly sounds like an error occurred on this order.

I hope to hear from you soon so we can get to the bottom of this. Wish you a nice weekend until then!

Réponse de Zentorno

13 nov. 2020

Hi Katrine,

Great to read your review - thank you so much for sharing your opinion!

I'm glad that you like our assortment, and I hope that you continue to give us the possibility to impress you.

Have an awesome party and weekend!

Réponse de Zentorno

9 nov. 2020

Hi Roger,

Thanks for your review!

Since you're review is verified, it's been possible for me to look up your order in our order system and support system. Your order should have been delivered in September, and I can not find any support tickets connected to your e-mail in our support system. Can you please reach out to our support at hey@zentorno.com as soon as possible, so that we can investigate the case with you?

Réponse de Zentorno

6 nov. 2020

Update: Thanks for the update, Abelardo. Looking up your case in our order system, I see that you signed up for membership directly on the sign up page here: https://zentorno.com/shop/24/1st-membership-reactivation-274-kr-month/, and that you didn't buy any products, and, as such, didn't qualify for the free period. As we have explained to you numerous time in the customer support (even with highlighted screenshots), you were informed on the order overview and payment page that you had to pay 274 SEK immediately. The payment was verified through 3d-secure, which means that you, as the cardholder, had to verify the payment with your bank by either entering a password, a one-time PIN, or via an app. Your order confirmation also clearly shows that you paid 274 SEK immediately.

Hi Abelardo,

Thank you for the review! I have translated your review via Google Translate, so I'd like to apologize in advance if I miss something in your review.

If you want to access the products on our site at the Zentorno 1st. price, you need a Zentorno 1st. membership. If it's the first time you shop with us, the first 14 days of the membership are free. You are informed of the payment obligation of the membership throughout the site, on the product page, order overview, on the payment page, and in your order confirmation. You can cancel it at any point via your control panel with a simple click on a button or by reaching out to our support, and if you cancel the membership within the free 14 days, then you will not be charged.

If you cancel your membership within the free period, you will lose access to the Zentorno 1st. benefits, including the 1st. prices. If you have paid for the membership, you will have access to all the benefits for 30 days regardless, if you cancel the membership in the meantime.

I'm very sorry to read that you haven't received assistance from our customer support. You can always reach out to us at hey@zentorno.com, and we always get back to you within 2 business days - weekends and holidays not included.

Have a great weekend!

Réponse de Zentorno

18 nov. 2020

Hi Karina,

Great to hear from you. We're grateful for the review, and we look forward to impress you again.

Have an awesome Wednesday!

Réponse de Zentorno

18 nov. 2020

Hi Roland,

Thank you for leaving such a positive review! I'm glad you like our concept.

Have a great Wednesday.

Réponse de Zentorno

18 sept. 2020

Hi Jawid,

Thank you for your review! We're glad to read that you got your game two days after ordering.

Réponse de Zentorno

4 sept. 2020

Hi Nitin,

Thank you for your review.

I'm sorry to read, that we have given you such a horrible impression of our website. There are numerous elements in your review, which should never happen when you shop with us, and I'll therefore answer them in multiple points below:

1. We will never charge you for a product that we can't deliver. In fact, we'll only charge you once we have shipped your order. When you create an order with us, we instead make a reservation on your card. This reservation automatically expires, if we don't ship your order.

2. We do not attempt to hide our membership. In fact, our entire website and concept are based on our Zentorno 1st membership. When you shop with us, you either choose to shop at a higher, but still competitive, normal price, or you can choose to shop at 1st prices. We have set our 1st prices so low, that we don't make a profit when you shop at this price. Instead, the monthly fee of the membership covers our costs. This means that you save more, when you shop more. You do always also get free shipping and other benefits when you shop at 1st prices. A Zentorno 1st membership is, however, required to purchase at the 1st price. If you do not have a membership, when you purchase at 1st prices, you'll have to sign up for the membership. You are informed about the costs of the membership and the free period of two weeks multiple times throughout the webshop, and it'll appear in the checkout in the exact same way as the product you are buying at 1st price. You are also clearly informed about the membership and its fee in your order receipt, where it's, again, displayed in the same way as the product you bought at 1st price.

3. You are free to cancel your membership within the free period, and you will not be charged for the membership if you do this. We will never charge you for the membership if you cancel your membership in the free period.

4. I'm sorry to read that you received an e-mail containing a reminder to complete your order. You shouldn't receive this e-mail unless you had attempted to buy a product, but didn't complete the payment step. This e-mail has been disabled, and we do not remind our customers regarding their carts.

It seems like there have been several misunderstandings, and I, therefore, hope that you'll reach out to our customer support at hey@zentorno.com so that we can assist you in the best way possible.