Leave a Review Preply
It’s okay
I love the service that the app provides. The confusion lies with payment and scheduling.
I bought 4 lessons using Apple Pay and after the lessons we finished, I didn’t get hear anything from Preply.
I then proceeded to buy 8 more lessons. That payment for 8 lessons went through, but Preply automatically charged me for 4 more lessons (I’m assuming the original 4 lessons were reoccurring payments).
This is what would help greatly:
-When purchasing lessons for the first time, remind the buyer that it is a subscription service AND after the purchased lessons are completed, give them the option to continue with the service, change the amount of lessons or to discontinue. Do so in a timely fashion.
-Stop asking while in the middle of a subscription cycle if they would want to add more lessons. This has the potential to confuse the buyer. For example, is it adding more lessons to the current cycle or is it extending the cycle after the initial is over?
-Make sure the buyer understands what he/she is getting and be CLEAR about it. Explain it to the customer before they pay for it.
-Customer service needs to be better. You can’t talk to a rep on the phone and the messages you send to them on chat state that it can take up to 2 HOURS to get a response back.
Once again, I love the service that Preply provides. The process of payment is just needs major improvements as well as transparency. It’s not customer friendly.Show lessOne Life, One Love, One King
Developer Response
We appreciate your support! We understand the frustration with payment confusion and scheduling issues. Clear payment terms are crucial, and we're sorry for any inconvenience caused. We'll work on improving the scheduling process for a smoother experience.Used to love, but now feels scammy
I used to love this app but they changed a lot of policies. Some helped and some didn’t. However, A few of the policies now make it very difficult if you have a busy schedule. I bought 6 lesson pack and wasn’t able to use it even after rolling over (which you’re limited to one time and then the lessons expire and they take your money), but then they wouldn’t refund me because it was over 28 days ago. The thing is, you don’t get alerted until it’s too late about these policies. Now I’m out almost 100$ and the customer service is laughably bad. They just say sorry but you should block off a time and then reschedule when you’re able to come. Essentially screwing the tutors because you have to block time off THEIR schedule that you don’t intend to use, just to keep the lessons from expiring. How bad for the tutor and customer, but not Preply. Go somewhere else, it’s not worth the hassle and them trying to make money over actually having an honest policies that help both parties and not just themselves. Sheesh. Hope y’all enjoy the money.Show lessPiper-Marie
Developer Response
I'm sorry to hear about your frustrating experience with our app's policies and customer service. We understand your concerns and apologize for any inconvenience caused. Please reach out to our support team directly for further assistance with your situation.Deceptive subscription policy and poor customer support
First, a warning, Preply will “expire” lessons from your subscription if you do not book them all. They will only “roll-over” 25% of any remaining lessons you have and will pocket the rest. Book all of your lessons out and push your subscription renewal date as far out as you need to. Their poorly designed web and app interface will not make this easy. I learned the hard way - they had no interest in correcting this when I sought help.
Relatedly, make sure you pay close attention to cancellation times and when you can actually schedule your lessons because Preply’s website, calendar, and subscriptions are not intuitive and amateurish.
When customer services does get to your issue they clearly aren’t incentivized to help you. In my experience they tried to push their issues off to the customer or the tutor in my experience.Show lesszarmy
Developer Response
We apologize for any inconvenience you've faced and thank you for sharing your feedback. Please feel free to reach out to us again for personalized assistance. We're here to help resolve any issues you may have encountered with your lessons or subscription and improve your overall experience.