LOVE this company and APP!!
Good App, Dishonest Leadership
I did exactly what was asked. I updated the app and even paid for a trial out of pocket just to make sure the fix actually worked. The app itself works now, and my son loves it, but the CEO completely lied about the credit and ghosted us afterward.
I sent the requested follow-up email to claim the complimentary membership and got no response. I sent another follow-up in June. Still nothing. It has been nearly three months of radio silence since this started in April. It’s incredibly frustrating and unprofessional when the head of a company makes a direct promise just to get you to troubleshoot their app, and then completely fails to follow through. Great app for kids, but terrible, dishonest leadership.
Response from developer
Hi Kimberly, We're truly sorry to hear that you left feeling disappointed. We understand how frustrating it is when you expect an issue to be resolved, especially when your child is excited to use the app. We do, however, want to clarify one important point. We pride ourselves on providing exceptional customer support and make every effort to respond to every inquiry we receive. In fact, it's not uncommon for our CEO to personally step into customer conversations because staying close to the families who use Zoog is one of our core values. After reviewing our records, we can see that we responded to your last message with troubleshooting steps and asked you to let us know whether the update resolved the issue. We didn't receive a response in that conversation, so we were surprised to read that you felt you had been ghosted. If a follow-up email never reached us, we're genuinely sorry, as that was certainly never our intention. Our offer of a complimentary membership still stands, and we'd be more than happy to honor it. Please reach out to us at support@getzoog.com or through the in-app chat, and we'll make sure you're taken care of. We completely understand your frustration. At the same time, suggesting that our CEO intentionally misled you or acted dishonestly does not reflect how this situation unfolded or how we operate as a company. Our goal has always been to make things right, and that remains true today 💙
