“I forgot to cancel automatic payments until I saw it being taken out of my account. When I emailed Twinkl to cancel it, I heard back in a very reasonable time frame and the customer service associate (HUGE shoutout to Emma) was so incredibly helpful! I made a mistake with the email associated with my subscription and she went out of her way to find it for me (along with other accounts that were free that I was linked to- is anyone else this level of teacher tired? Lol). The customer service was absolutely above and beyond. And after, I got an email saying my refund/cancellation had been confirmed within minutes. Outstanding customer service!”
“They advertise "unlimited access" to their "thousands of resources" if you get an ultimate membership, but they will in fact terminate your account if you do download thousands of resources, trying to make the most out of your "unlimited access".
For any consumers in Australia who have had their accounts terminated, I urge you to report them to the ACCC with this link: www.accc.gov.au/consumers/advertising-and-promotions/false-or-misleading-claims
It only takes a few minutes to fill out. Don't be fooled by twinkl's "it's in our terms and conditions" BS; Australian consumer law trumps any company's TOS if they're operating their business in Australia. Our ACCC takes things seriously, and with enough consumer reports, they do investigate and fine any company that is advertising illegally.
If you're not in Australia, look up the relevant government body that deals with false and misleading advertising in your country. Unless you live in a backwards place, most countries' consumer laws do not allow a company to advertise an "unlimited" membership that actually has limits hidden in the terms and conditions. And I repeat, consumer law trumps any fraudulent TOS shenanigans.”
“Emma was absolutely amazing. She is friendly and helpful, sorting my issue within minutes. She remained calm throughout my waffling tangents 😂 She helped and supported me more than just with my initial query. My kitten was causing chaos throughout the call”
“When I resubscribed last semester, I accidentally went for the Beyond package instead of the Unlimited package (even though I'm teaching Middle School, my students are ESL, and I occasionally need a phonics resource or three. So I thought to upgrade to Unlimited but could not access what I wanted. I reached out, and Emma Shaw explained that the Unlimited package I purchased was only in effect after my current subscription expired. She then guided me on the steps to follow the proper protocol when upgrading your existing account (no judgement - I didn't read the page properly) and initiated an immediate refund. The initial package I purchased's money was back in my bank account before I could even reply to her message!
She was polite, helpful, kind, and did not judge me at all (no blame if she did once she got off her computer...*I* judged me!). I have been using Twinkl for about five years now, and it keeps getting better. LOVE.”
“Twinkl, You have fulfilled your calling in the educational department..
When complaints came in about the system suspending some of the members (including my account) you did immediately respond to the complaints. There was not once a case of unfriendly service. The accounts have been restored and we have been given another chance to download some of your great products for free. What more can I say?
You are a fantastic bunch and I definitely recommend that people join you. Thanks Twinkl team.”
“Twinkl is very responsive, even when they do not have something you need they will go out of their way to find a solution. Unlike Teacherspayteachers, this source has quality materials sorted in a systematic way and serves a universal learning system, such as inclusion, culturally responsive, cross-curricular, and seasonally themed resources.”
“I spoke to Hannah, I explained how my son is struggling at school due to being left handed. She has helped me to find worksheets that can be altered to left handed versions”
