Absolutely unacceptable customer service
Sorry this is about to be really long
I have never dealt with a company that has handled a customer service and refund situation this poorly. I requested a refund from JoyReels on the very same day I made my purchase. Despite that, I waited over a week and a half for them to properly contact me about my refund.
The first time JoyReels actually responded to me was Monday, August 31—and it was not to address my refund request. Instead, they asked me to leave a review of their app. I contacted them again this morning, and once again, I have been left waiting with absolutely no response.
Now JoyReels is trying to tell me that because I enjoyed some of their content, they cannot issue me a refund. That is completely inaccurate. I did not enjoy their content overall—I watched only one thing, and that is why I decided to request a refund. I made that request on the same day I purchased it, yet JoyReels still failed to respond for over a week and a half.
What is especially infuriating is that when PayPal contacted JoyReels requesting information regarding my dispute, JoyReels was suddenly capable of responding and figuring out what a keyboard was. Yet when I, the actual customer, repeatedly contacted JoyReels directly about my refund, I was left waiting for days.
That is incredibly suspicious and, quite frankly, feels fraudulent and deceptive from a customer’s perspective. You cannot ignore a customer who requests a refund immediately after purchasing, wait over a week and a half to respond, and then suddenly become responsive when a payment processor gets involved.
I should not have to involve PayPal just to get JoyReels to acknowledge my refund request. I should not have to repeatedly message customer service, wait over a week, and then be given an inaccurate explanation for why I am supposedly not eligible for a refund. If that is their policy, it should have been clearly communicated when I requested the refund—not after ignoring me for over a week and a half.
The complete lack of communication is absolutely disrespectful. I have now requested to speak with a supervisor because the customer service representatives I have dealt with either cannot or will not resolve this issue.
JoyReels needs to seriously reconsider how it treats customers who request refunds. Ignoring customers until a payment dispute is opened is not acceptable customer service, and the entire situation has left me questioning the integrity of how this company handles refund requests.
If you are considering spending money with JoyReels, I strongly recommend thinking twice and keeping screenshots and documentation of every interaction. Based on my experience, you may need them.
