“Terrible customer service and unreliable performance. I have 3 cards that were ordered in October that have not been received. They resent and gave apologies and assurances this rarely happens while blaming the postal service. The supposedly resent cards also never made it. This has been over 2 months. They say their system shows them sent and it is out of their control once they post. My app still shows each of these cards as not posted and stuck in the process. They explain this as a glitch in the app. TouchNote had a glitch in their operations and will not address. Stay away!!!!!! They also will not refund my money for the remainder of the year paid in full. I have wasted so much time with this company. Stay far away!!!!!!!!!!!!!!!!!!!”
Hey there,
Thank you for taking the time to share your experience with TouchNote.
I'm very sorry to hear about these non-deliveries, and for the inconvenience, they have caused you.
We print and post all orders within one working day. Unfortunately, though, we don't have tracking on cards, so we can't control final delivery.
We do offer a free replacement for each card that gets delayed or is not delivered, right from the app, no questions asked. And we always try our best to find a way to make this right for our customers.
Indeed, there was a brief period where a small number of users was affected by the glitch you described (orders showing as not posted, even though they had). Our developers worked hard on this and this has already been resolved.
In any case, if you experience any other issues moving forward, please don't hesitate to let us know through help@touchnote.com
Kind regards,
Joseph
TouchNote Customer Support
“I have used this app for over 8 years and sent over 2 hundred cards but in the last 2 years it has become increasingly difficult to use on a mobile phone. I completed a card today and was unable to send it. It kept taking me back to my address book to add more addresses and I could not get out of the loop. I switched off, logged in later and the card was no longer visible or accessible. I will join Moonpig and give up eith Touchnote as soon as I have used up my credits or can I have a refund?”
Hey Liz,
Thank you for taking the time to share your experience with TouchNote.
I'm very sorry to hear about this technical issue you've experienced, and for the inconvenience, it has caused you.
Most glitches tend to be resolved by logging out and back in, or by reinstalling the latest version of the app. In those few cases, where there's an actual issue, it quickly gets resolved with an upcoming update.
We'd like to apologise for the delay in getting back to you.
In any case, if you experience any other issues moving forward or want help with anything, please don't hesitate to let us know through help@touchnote.com
Kind regards,
Joseph
TouchNote Customer Support
“Poor quality products and horrible customer service. Order delayed. No response to email requests for help. Part of the order arrived. I still don’t have entire order. Again, so disappointed in the quality. You can do better at your local pharmacy. And, they won’t refund your membership - even on a prorated basis. Lots better options out there. Fool me once...”
Hey there. Thank you for taking the time to share your experience with TouchNote. I'm very sorry to hear about this, and for the inconvenience this caused you. Unfortunately, I was unable to locate any e-mails on our support platform about this. In any case, should you feel we could further assist, now or in the future, feel free to let us know at help@touchnote.com Kind regards! Joseph - TouchNote Customer Support
Hey there,
Thank you for taking the time to share your experience with TouchNote.
Rest assured, there is no way for us to gain access to someone's payment details without their consent. Unless, of course, this was the result of an unauthorized fraudulent transaction, placed by a third part who got access to your payment details.
If this is the case, you could get further assistance from your payment provider.
In any case, if you experience any other issues moving forward or want help with anything, please don't hesitate to let us know through help@touchnote.com
Kind regards,
Joseph
TouchNote Customer Support
“Be Aware!!!! I last used TouchNote back in July. I’ve had £11.70 automatically come out of my account in November which I’m now in credit with them!!! I’ve never signed up to anything, worrying part is that they have kept my bank details since July. My emails of my concerns are being ignored. Hopefully my bank will sort this. Never using TouchNotes again”
Hey there,
Thank you for taking the time to share your experience with TouchNote.
I'm very sorry to hear about this issue, and for the inconvenience this caused you.
Rest assured, we never initiate payments on behalf of our customers. Having checked our support platform, I'm glad to see that this issue was resolved and a full refund was processed.
In any case, should you feel we could further assist, now or in the future, feel free to let us know!
Kind regards,
Joseph
TouchNote Customer Support
Hey there,
Thank you for taking the time to share your experience with TouchNote.
I'm very sorry to hear about this misunderstanding, and for the inconvenience this caused you.
I can only imagine you did not manage to opt-out before your trial period expired.
Rest assured, we always try to be as transparent as possible. We would never hide or in some way be disingenuous about our costs and what our users are being charged for.
Nonetheless, I'd like to apologize if you feel this was not communicated adequately.
In any case, should you feel we could further assist, now or in the future, feel free to let us know at help@touchnote.com
Kind regards,
Joseph
TouchNote Customer Support
“I used it successfully for a couple months then Touch note delivered another person's card to my daughter for her birthday. When I emailed them to notify them how disappointed I was they denied my request for a refund stating the grace period had passed. I guess there is no "grace period" for being accountable to taking personal information and sending it to the wrong addresses.
They are not a professional organization- don't trust them with your credit card info, photos or addresses.
You have been warned-”
Hey Claudia. Thank you for taking the time to share your experience with TouchNote. I'm very sorry to hear about this, and for the inconvenience this caused you. Please be assured we do take matters such as this seriously and are working hard to ensure our third-party printers do everything they can to make sure this doesn't happen again.In any case, should you feel we could further assist, now or in the future, feel free to let us know at help@touchnote.com Kind regards! Joseph - TouchNote Customer Support
Hey there. Thank you for taking the time to share your experience with TouchNote. We do offer two free cards when someone signs up for our trial offer. We hope they'd enjoy TouchNote and decide to keep their membership. But signing up for a membership is not necessary. In any case, should you feel we could further assist, now or in the future, feel free to let us know at help@touchnote.com Kind regards! Joseph - TouchNote Customer Support
Hey there. Thank you for taking the time to share your experience with TouchNote. I'm very sorry to hear about this, and for the inconvenience this caused you. Having checked our support platform, I see we only have one account/membership under the email address you wrote from. In any case, should you feel we could further assist, now or in the future, feel free to get back through help@touchnote.com Kind regards! Joseph - TouchNote Customer Support
“Non-transparent and misleading terms on the App when using the free trial. No such thing of course as a free trial as they will slap you with a yearly charge rather than the monthly charge in that they put in bold to entice you in.
If you are thinking of using a similar service to contact love ones during lockdowns or Christmas, use a local store and support a family run business. DO NOT sign up any details to these online robot companies!
Snide and misleading company clearly lacking in ethical code of conduct and customer service.”
Hey there,
Thank you for taking the time to share your experience with TouchNote.
I'm very sorry to hear about this misunderstanding, and for the inconvenience this caused you.
I can only imagine you did not manage to opt-out before your trial period expired.
Rest assured, we always try to be as transparent as possible. We would never hide or in some way be disingenuous about our costs and what our users are being charged for.
Nonetheless, I'd like to apologize if you feel this was not communicated adequately.
In any case, should you feel we could further assist, now or in the future, feel free to let us know!
Kind regards,
Joseph
TouchNote Customer Support
Hey there. Thank you for taking the time to share your experience with TouchNote. I'm very sorry to hear about this, and for the inconvenience this caused you. I'm afraid we weren't able to locate a TouchNote account or support request using your email address. In any case, should you feel we could further assist, now or in the future, feel free to let us know at help@touchnote.com Kind regards! Joseph - TouchNote Customer Support
Hey there,
Thank you for taking the time to share your experience with TouchNote.
I'm very sorry to hear about this misunderstanding, and for the inconvenience this caused you.
I can only imagine you did not manage to opt-out before your trial period expired.
Rest assured, we always try to be as transparent as possible. We would never hide or in some way be disingenuous about our costs and what our users are being charged for.
Nonetheless, I'd like to apologize if you feel this was not communicated adequately.
As far as logging in to your account, I can only imagine you might have signed up through Apple having "Hide My Email" enabled (https://support.apple.com/en-us/HT210425). If so, logging in using Apple will allow you to make use of your TouchNote account.
In any case, should you feel we could further assist, now or in the future, feel free to let us know!
Kind regards,
Joseph
TouchNote Customer Support
Hey there,
Thank you for taking the time to share your experience with TouchNote.
I'm very sorry to hear about this technical issue you've experienced, and for the inconvenience, it has caused you. We'd like to apologise for the delay in getting back to you.
We print and post all orders within one working day, so this was the result of a visual glitch.
In any case, if you experience any other issues moving forward or want help with anything, please don't hesitate to let us know through help@touchnote.com
Kind regards,
Joseph
TouchNote Customer Support
“This company is a scam. It took £47.99 from my account without any authorisation or warning. After complaining they initially said they would refund the cost but are now not answering my emails.
Have reported them. AVOID AVOID AVOID.”
Hey there,
Thank you for taking the time to share your experience with TouchNote.
I'm very sorry to hear about this misunderstanding, and for the inconvenience this caused you.
I can only imagine you did not manage to opt-out before your trial period expired.
Rest assured, we always try to be as transparent as possible. We would never hide or in some way be disingenuous about our costs and what our users are being charged for.
Nonetheless, I'd like to apologize if you feel this was not communicated adequately.
As far as your refund request, I confirm a full refund was processed through your support request 425773.
In any case, should you feel we could further assist, now or in the future, feel free to let us know!
Kind regards,
Joseph
TouchNote Customer Support
“Exactly the same story as all the other reviews, they took £47.99 from my credit card which I had not agreed to. The only difference is I had emailed them 3 days prior to this asking them to cancel my account. They replied saying there was no account attached to my email then they took my money. I've requested a refund. Wow this company is DODGY!
Update
I received a full refund but still wouldn’t recommend this company”
Hey there,
Thank you for taking the time to share your experience with TouchNote.
I'm very sorry to hear about this misunderstanding, and for the inconvenience this caused you.
I can only imagine you did not manage to opt-out before your trial period expired.
Rest assured, we always try to be as transparent as possible. We would never hide or in some way be disingenuous about our costs and what our users are being charged for.
Nonetheless, I'd like to apologize if you feel this was not communicated adequately.
As far as refund request, please note this was fully processed through 426103 once we were able to locate your TouchNote account, after having been provided with the transaction details.
In any case, should you feel we could further assist, now or in the future, feel free to let us know!
Kind regards,
Joseph
TouchNote Customer Support
“Postcards never showed up. I was also charged international fee each time a card was sent because the company is based in UK and I live in USA. They did however refund me in full.”
Hey there,
Thank you for taking the time to share your experience with TouchNote.
I'm very sorry to hear about these non-deliveries, and for the inconvenience, they have caused you.
We print and post all orders within one working day. Unfortunately, though, we don't have tracking on cards, so we can't control final delivery.
We do offer a free replacement for each card that gets delayed or is not delivered, right from the app, no questions asked. And we always try our best to find a way to make this right for our customers.
Indeed, TouchNote is based in the UK but we process transactions domestically. If you've been charged extra fees by your payment provider, please address the issue with them so it can be corrected from their end.
In any case, if you experience any other issues moving forward, please don't hesitate to let us know through help@touchnote.com
Kind regards,
Joseph
TouchNote Customer Support
“I saw this as an app on my phone as I wanted to send a picture card. I sent ONE, which by the way never reached its destination. I then just by chance why checking my bank balance £47.99 had been taken out without any warning.
When I signed up for this I could not see and still cannot see the pricing on the app. Touchnote would not even acknowledge my mental health issues and would not refund me my money, after just a few days.
I would afford this company and I will be contacting the Financial Ombudsman”
Hey there,
Thank you for taking the time to share your experience with TouchNote.
I'm very sorry to hear about this misunderstanding, and for the inconvenience this caused you.
I can only imagine you did not manage to opt-out before your trial period expired.
Rest assured, we always try to be as transparent as possible. We would never hide or in some way be disingenuous about our costs and what our users are being charged for.
Nonetheless, I'd like to apologize if you feel this was not communicated adequately.
In any case, should you feel we could further assist, now or in the future, feel free to let us know!
Kind regards,
Joseph
TouchNote Customer Support
“Expensive for what you get, and if you forget to make a card during the month it disappears. Also, you can’t manage your membership from your phone (need desktop). So many other card apps that are WAY BETTER.”
Hey there,
Thank you for taking the time to share your experience with TouchNote.
I'm very sorry to hear you faced issues managing your membership, and for the inconvenience this caused you.
Please note, membership cards roll over for up to 6 months, depending on the plan. Bronze only provides one card per month, hence why there is no roll over for this plan.
In any case, though, our support team is always available at help@touchnote.com should you ever require any assistance moving forward.
Kind regards,
Joseph
TouchNote Customer Support
“I ordered my cards in May 2020 and have sent them numerous e mails, they advised that they have re sent it. However we have reached end of September 2020 and im not surprised that my cards haven't reached. They are a scam.”
Hey there. Thank you for taking the time to share your experience with TouchNote. I'm very sorry to hear about this delay, and for the inconvenience this caused you. In any case, should you feel we could further assist, now or in the future, feel free to let us know at help@touchnote.com Kind regards! Joseph - TouchNote Customer Support
“My daughter placed a large order on TouchNote. I immediately tried to cancel (within 30 minutes but the system said there was an error.
If they come through and cancel I will remove this review.”
Hey Chris,
Thank you for taking the time to share your experience with TouchNote.
I'm very sorry to hear about this technical issue, and for the inconvenience this caused you.
Having checked our support centre (413948), I'm glad to see that a full refund was offered to compensate for this issue.
In any case, though, our support team is always available at help@touchnote.com should you ever require any assistance moving forward.
Kind regards,
Joseph
TouchNote Customer Support
