ComplaintsforPopmenu

• Initial Complaint

  02/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This service promised a substantial increase in customers and revenue. They did not increase as promised. We've spent many thousands of dollars for less than $100 in sales over 6 months. They did not fulfill their contract, yet they keep charging us even though we requested a cancellation in writing, on Zoom, and in email. This company is a fraud. They stole our money without providing a service they sold us.

  Business response

  03/01/2024

  Popmenu's services entail designing, building and hosting restaurant websites on the Popmenu platform, which provides menu management, online ordering, marketing tools and data analytics for restaurant owners.
  

  On 09-27-2023 the customer signed a ******** contract for **********************'s services.  The client states in their complaint that Popmenu has not provided the services that they contracted for, but that is not the case. Popmenu informed the customer that the launch for the site was scheduled to go live as soon as possible; however, Popmenu needed the customer to complete several tasks in order to launch the site.  Popmenu provided the customer with a list of what was needed in order to successfully launch the site and there were numerous onboarding communications between the parties. Throughout the month of October, Popmenu worked with the customer to obtain the necessary information in order to complete the onboarding process and launch the customers website.  
  

  On November 1, 2023, the customers website was launched and went live, and the customer was pleased with the website.   The customer was advised that he would receive a separate email introducing the customer to his dedicated ********* Consultant in order for the customer to begin working on his marketing strategy.  The customer was introduced to the ********************** ********* Consultant who scheduled a call to discuss the business and marketing needs for the following Monday November 6, 2023. Also, during November 2023 Popmenu sent an email to the customer explaining that the onboarding journey had come to an end, but support was still available to the customer and his website.  The next steps were explained, and the customer was provided links to tools and resources and additional support links for reference.  Popmenu also assisted the customer regarding an issue with orders (which was quickly resolved) and completed the customers request to adjust the hours on the website due to the restaurant closure for the holiday.
  

  On December 1, 2023, the **************** Consultant had a call with the customer regarding creating an offer code for a buy-one pizza and get the second one half off on Monday and Tuesdays, and a special wing offer.  Popmenu completed these offer requests. However, on December 12, 2023, Customer sent an email to the **************** Consultant alleging that Popmenu was not fulfilling its marketing obligations and was cancelling the service.  Popmenu disputes this statement.  Although the majority of our clients experience increased consumer engagement as a result of our services, Popmenu does not guarantee any specific results.  On December 13, 2023, the customer was assigned a new **************** Consultant as the prior **************** Consultant assigned to customer had recently left **********************.  The newly assigned Sr. **************** Consultant had  a call with the customer on December 14, 2023, to discuss marketing strategy to achieve more results.  The customer advised what local markets he wanted to target in the immediate area and the **************** Consultant and customer discussed a strategy to target the customers identified local market. However, not long thereafter, the customer again reiterated that he wanted to terminate the service. 
  

  On ******* 2, 2024, Customer reached out to out Sr. **************** Consultant and requested a price drop of $100.00 per month.  The customer was advised that the request would be reviewed. On ******* 5, 2024, the customer advised that he was going to move the site to a new company immediately if we did not provide a response.  On ******* 8, 2024, the Sr. **************** Consultant advised that Popmenu could offer a 10% discount from customers subscription for the next 2 months as marketing  initiatives were created and implemented for ******* and February.  Popmenu offered relief to the customer that ********************** considered fair in light of the work that had been completed.  Customer responded that 10% was not enough and requested a 75% reduction for the next 6 months to even consider it.  The customer advised they were in talks with other organizations and didnt feel they were getting results from Popmenu (as previously stated, Popmenu does not guarantee results although the majority of our clients experience increased consumer engagement as a result of our services). Our Sr. **************** Consultant suggested a call with the customer to include her manager and provided a calendar link so that customer could schedule a call and offered to connect again and discuss ideas on techniques to help target the market locations near customer that the customer wanted to target.  On ******* 9, 2024, the Sr **************** Consultant and manager had a call with the customer.  The customer advised that his business is tied to the hockey season as the restaurant is located inside a skating rink and that the hockey season is over after February.  The customer expressed that he did not feel the ads were yielding a return.  
  

  Between ******* 15, 2024, and ******* 17, 2024, the customer reached out to our Sr. **************** Consultant and inquired if a card could be made that  the customer could print for ****** reviews as he had seen a lot of them advertised on Facebook.   The Sr. **************** Consultant responded that she could assist and advised she would work on the cards and get back to the customer.  On ******* 23, 2024, the Sr. **************** Consultant sent over the two flyers/mailers for the customers promotion to review and revise if necessary and advised that the ** code option in the flyer/mailer would scan directly to the ordering page on the customers website.  The Sr. **************** Consultant advised that she was working on the ****** review hand out next.
  

  On ******* 24, 2024, our Sr. **************** Consultant emailed customer to follow up on the flyers/mailers and also sent a link to the customers upcoming month of marketing contents for the customer to review and approve along with instructions and a video on how to use the content calendar feature. Popmenu requested that any revisions or updates be provided within the next 5 business days and that after 5 business days have passed, the content would be posted.  The customer responded back on ******* 24, 2024, that the flyers looked good and that that he would send them to his administrator and see if they could be printed and dropped off to the neighboring hotels and condos in the area.  The customer provided some updates to the mailer. On ******* 25, 2024, the Sr. **************** Consultant provided an updated draft of the mailers and asked customer to advise if any changes were necessary and also suggested either a call or permission to contact whoever is doing the customers ****** ads directly to see what keywords and actions the ad is targeting.  
  
  On ******* 31, 2024, the Sr. **************** Consultant emailed customer to follow up on the mailers and inquired if any updates were needed.  The Sr. **************** Consultant also inquired again about ****** Ads again and if he wanted any help with keyword targeting and offered to discuss with whoever was running it for the customer.
  

  On February 6, 2024, the Sr. **************** Consultant emailed customer regarding ***** marketing content (as ******* and February were completed) and suggested they schedule some time together in the next week to discuss customer marketing strategy for ***** and whats ahead.  A calendar link was included in the correspondence to schedule a call.  If no updates are received, Popmenu would proceed with the marketing content.
  

  Between February 7, 2024, and February 9, 2024, the customer proposed two advertising offers and provided some updates and Popmenu worked to create the offers for the customer.
  

  On February 15, **************************** ****** Success Manager reached out to the customer regarding a scheduled zoom meeting to discuss the customers website.  The customer responded that he wanted to end services with Popmenu at the end of the month as the customer wanted to transition to a new website.  On February 16, 2024, the customer sent an email to our ****** Success Manager and inquired if everything was being shut off so that the customer could transition to a new website.  Popmenu informed the customer that customers contract (that was signed by the customer) would expire on 09/27/2024 and that we could offer a buyout option or in the alternative Popmenu could offer some relief with the suggestion of a lower rate on your Boost package, and continued support with your marketing efforts. This was the second relief offer by Popmenu to the customer.  ********************** was ready and willing to discuss relief with the customer and offered to discuss with the customer, but the customer was not willing to engage.
  

  On February 16, 2024, the customer sent an email to *********************** ****** Success Manager  and alleged that Popmenu was in breach of the agreement.  Popmenu vehemently denies any breach on our part.  We stand ready and willing to fulfill the contract and continue working with the customer.   Under the terms of the contract, the customer does not have an early termination right absent Popmenu's breach, which has not occurred.  Popmenu continues to work and engage with this customer and provide the services.  The customer remains in a valid legally binding contract with Popmenu for services and remains bound by the terms of the 12-month contract he signed and is liable for the payment obligations therein.  Popmenu offered the customer relief which was refused.

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have tried to unsubscribe from their emails so many times. An error code comes up which says an error has occurredThey are annoying.

  Business response

  01/11/2024

  Popmenu has reviewed this request and determined that this consumer had subscribed to receive emails from a client of Popmenu and not Popmenu marketing emails. Popmenu is sorry that the consumer had problems unsubscribing, but we cannot replicate the error that the consumer says they encountered. The automated unsubscribe process is working properly, and we were able to use that process to successfully unsubscribe the consumer from receiving emails and/or text messages from Popmenus client based on the email address and phone number provided in the complaint.

• Initial Complaint

  12/16/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  very pool customer service, still keep charging monthly fee after cancel account and services 4 months .

  Business response

  12/22/2023

  ***********s Terms of Service require written notice of termination:  After the Minimum Commitment Period, either party may terminate the Agreement as of the end of the period for which Popmenu has received payment for the Services by providing written notice to the other party.
  After the Minimum Commitment Period had been completed, we did not receive written notice from the customer that he wanted to terminate services.  *********** accepts the termination notification through this complaint and will cancel the services now.  The customer continued to pay invoices and the account remained active. 

• Initial Complaint

  08/22/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Pop Menu has failed to uphold any of their end of our deal.. Asked repeatedly for photo shoots, never got scheduled. Have expressed that the quality was not as was sold, we were told: You signed a contract, best to just make the best of it. Went more than 20 days without posting to our social accounts, blamed me. Its to the point where they are just taking advantage of this contract. Hope people do their research and don't do business with this company.

  Business response

  09/13/2023

  
  
  Popmenu's services entail designing, building, and hosting restaurant websites on the Popmenu platform, which provides menu management, online ordering, marketing tools and data analytics for restaurant owners. 
  
  On March 30, 2022 the parties entered into an 18-month contract for Popmenus services.  The Client states in their complaint that Popmenu failed to uphold any part of the deal, but that is not the case.  Popmenu also notes that some of the emails in Clients attachment submitted as part of the complaint regarding the photoshoot are duplicative. Client has also not included all of Popmenus responses in the attachment to the complaint, however many of Popmenus responses are included in the attachment and proves Popmenu did in fact uphold the contract and tried to address Clients concerns. 
  
  Pop Menu has failed to uphold any of their end of our deal.. Asked repeatedly for photo shoots, never got scheduled. Have expressed that the quality was not as was sold, we were told: You signed a contract, best to just make the best of it.
  
  Popmenu disagrees with Clients statement that we failed to uphold any of our end of the deal.  Regarding the photoshoot, Client requested that Popmenu work with a specific photographer that the Client had used prior to the Client contracting with Popmenu.  In cases where a client wants to use a photographer outside of our network, it may take a little longer for us to work through the paperwork and coordinate with their photographer on our process and pricing. 
  
  -On Friday, May 19, 2023, Client emailed our **************** Consultant and inquired on the status of the photo shoot. 

  -On Tuesday, May 23, 2023, Popmenus ********* Consultant responded by email that he was working with our photography team and that they had reached out again to Clients preferred photographer so that he could apply to be a Popmenu photographer and complete the necessary paperwork.  Our ********* Consultant acknowledged that it had been taking a while to get the Clients preferred photographer retained and that it would be quicker to book one of Popmenus photographers, however, Popmenu wanted to ensure that Clients expectations of the photo shoot were meet and get it right so the time and energy put into their photoshoot was beneficial.  (On a prior photoshoot in 2022, the Client had been displeased by Popmenus contracted photographer because it was the same photographer used on another project with the Client and the Client was not happy with the results.  We were trying to do our best to ensure the Client was satisfied with the upcoming photoshoot.)

  -On June 8, 2023, our **************** Consultant followed up and informed the Client that her preferred photographer had received the paperwork from our team and that he would follow up directly with her preferred photographer.

  -On June 12, 2023, the Client reached out again to request the photoshoot and stated that we could use another photographer.
  June 13, 2023
      -Our **************** Consultant responded in an email and requested the Client provide two tentative date and times for an appointment as we were unable to work with Clients preferred photographer,  and that once the date and times were provided by the Client, the photography team would coordinate the appointment. 
      -Client responded that only one photoshoot had been received since the contract began and that there were supposed to be 4 photoshoots a year and that based on the length of the contract, the Client believed they were *********** 6 photoshoots.  The Client still did not respond to the request to provide two tentative date and times for a photoshoot appointment.
      -Popmenus **************** Consultant responded and clarified that the photography services under the purchased product were 8 hours of photography, split into two 4-hour increments per year, in collaboration with Popmenus partnered photographers and that we were happy to book the photoshoot with one of our photography partners as soon as the Client was ready.  Since December of 2022, the -Client had expressed a preference for using its preferred photographer.  Furthermore, it was also pointed out that the Client had utilized the 2-hour video shoot that took place on May 17, 2022, from 2pm-4pm; and a 3-hour photoshoot on May 3, 2022 from 3pm to 6pm under the Popmenu Studio product and that Popmenu was determined to provide Client with a positive experience while aligning with our specific requirements.
     -Additionally, Popmenu acknowledged that there was a period from December 2022 until March 24th, 2023, during which communications between the parties were interrupted, despite Popmenus multiple attempts to reach out to Client by email and phone calls.
     -Client responded that they wanted the website returned to the format it been before contracting with Popmenu and that the Client wanted to buy out of the contract and part ways. 
  

  -On June 14, 2023 our **************** Consultant again reached out and inquired about moving forward with the photoshoot and offered to discuss it by phone.  It was also noted in the June 14, 2023 email that our **************** Consultant had texted and called the Client on June 13, 2023.
  
  -On June 14, 2023 the Client responded in an email that she was disappointed with the first photo shoot because it happened that the photographer was the same photographer used for another photoshoot with the Client and the Client had been displeased with the results and scheduling.  Client also advised that her preferred photographer had informed her that Popmenu did not pay its photographers good wages, which resulted in quality issues.  Popmenu disputes this statement as we work with ******************* partners that pay competitive wages.  The Client expressed that they wanted to end the business arrangement and have their web site returned to the way it was prior to contracting with Popmenu, but also advised Popmenu to schedule another photoshoot.  As per section 2.8 of the terms of the contract, Client agreed to cooperate with Popmenu in the performance by Popmenu of the Services and Client failed to cooperate.  Client did not provide any dates for the scheduling of the Photoshoot after repeated requests.
  
  -On June 15, 2023 our **************** Consultant emailed the Client and requested the Client provide two dates and a time frame so that the photoshoot could be scheduled.  We also explained, in response to the Clients website inquiry, that Popmenu built the Clients website from scratch (and did not write over the Clients prior site) and that the Clients website is hosted and designed through the Popmenu platform. Popmenu explained that we did not make alterations to the Client s previous website.  If the Client wanted the prior website restored, they should reach out to the former website provider if they wished to restore it to its original state.  It was also explained that at the end of the agreement term with Popmenu,  the Clients account could be closed and the website disabled as the Client had been set up for non-renewal.
  
  Went more than 20 days without posting to our social accounts, blamed me. Its to the point where they are just taking advantage of this contract. Hope people do their research and don't do business with this company.
  
  June ********* Content attachment and concerns
  Per the attachment to the complaint provided by the Client, our **************** Consultant emailed the Client on May 19, 2023 regarding the June ********* content with a few questions and requested feedback.  This in part was due to a new feature in our dashboard to support content review and the email provided information and directions on how to use it.  It was also requested that the Client review the proposed June content and provide any revisions or changes within the next 5 business days as after 5 business days the content would be published.  The Client responded that they would look at it on Monday, which would have been May 22, 2023.  On May 23, 2023, our **************** Consultant emailed the Client and advised that he was looking forward to her response and also responded to Clients photography concerns that were addressed above in the May 23, 2023 paragraph.
  
  ************** Content attachment
  -On June 28, 2023, Popmenus **************** Consultant emailed the Client and advised that all the ************** Content had been saved to the draft section of the dashboard and offered to update Clients hours of operation in the event the Client was closing for the **** 4th holiday. Client responded on the same date and provided the **** 4th hours of operation but did not address the ********* content.
  
  -On June 29, 2023 Popmenus **************** Consultant informed the Client that the **** 4th business hours were updated on the website and asked if the customer wanted to schedule out any of the **** marketing content.  We did not receive a response.
  
  -On **** 10, 2023 the **************** Consultant followed up again on the ************** content and advised the Clients directions was required to ensure the parties were aligned.  On **** 10, 2023, the Client responded with a question about the process in the past and did not address the prior requests for feedback on the **** content.  Again, per section 2.8 of the Terms of Service of the contract, Client agreed to cooperate with Popmenu in the performance by Popmenu of the Services but failed to cooperate.  Our **************** Consultant tried to call the Client but the call was unanswered and additionally emailed the Client with a request that the Client call him so that the parties were aligned moving forward.
  
  Popmenu remains at the ready to continue to provide the services to Client and schedule the photoshoot, but we need the Clients cooperation in order to do so.
  

  
  

• Initial Complaint

  08/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Signed up for service was told that someone would contact me in ***** hrs to set it up. 2 weeks later I was contacting them to see what the hold up was. Was still being charged and I never received anything from them just a headache. They make it sound all good and structured and then they dont do nothing for you but take your money. ******************* was his name hes a liar and a scammer cost me $1000.00 and a headache never sign up with POPMENU save yourself the headache and money please dont

  Business response

  08/17/2023

  Complaint ID ******** 
  Popmenu's services entail designing, building, and hosting restaurant websites on the Popmenu platform, which provides menu management, online ordering, marketing tools and data analytics for restaurant owners. 

  
  Signed up for service was told that someone would contact me in ***** hrs to set it up. 2 weeks later I was contacting them to see what the hold up was. 
  Client signed an agreement with Popmenu on July 13, 2022. Our Account Representative, *******************, was attending a show at the time that caused a delay in the ***** hour response until his return from the show.  Popmenu apologizes for the delay and not being able to contact the Client within ***** hours of signing the agreement.  

  
  Popmenu did reach out to the Client within 6 days of the signing of the Agreement (July 25, 2022) and left a voice mail message and sent a text message to the Client to get the information necessary to create the Clients website.  Although Popmenu did not receive a response from Client, Popmenu continued to work to complete the necessary tasks in order to create a preview of the website for the Client.  

  
  On July 29, 2022, Popmenu emailed the Client a preview of the website for Client to review and provide feedback to continue the collaboration. *********************************************************

  On August 5, 2022, Popmenu sent a follow-up email to the Client because the Client had not provided any feedback regarding the website preview sent on July 29, 2022. 
  

  
  On August 12, 2022, Popmenu left another voice mail message and sent Client a text to follow up again but did not receive a response.  

  
  On August 22, 2022, Popmenu left a voice mail message and sent a text to Client and did receive a call back from the Client, who advised they wanted to cancel.   

  
  Was still being charged and I never received anything from them just a headache. They make it sound all good and structured and then they dont do nothing for you but take your money . . . . . . . cost me $1000.00 and a headache.
  Popmenu disagrees with this statement.  Popmenu did create a website for the Client to preview.  Popmenu did invoice the Client for July and August of 2022, however, the Client disputed those invoices and the money was returned to Client.  The claim that Popmenu cost the Client $1000.00 is inaccurate.  Popmenu also offered to provide a month of service at half price due to the original delay in the start of service.  Popmenu has not received any money from the Client for the services Popmenu performed.  A refund, as requested by the Client, is inappropriate as no funds were collected from the Client to be refunded.  
  

  We wish Client the best of luck.
  

  
  

• Initial Complaint

  04/18/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In January (2023) our Sysco Rep referred us to **** from PopMenu to rebuild our website. We placed a higher level of trust in PopMenu based on their affiliation with *****, and **** said that he was part-owner of PopMenu. **** assured me that PopMenu was more than capable of building the catering website that we needed, and boasted their staff would provide a high level of support and facilitate the process of fully redesigning our current website by Mid-February. On 1/24, I signed a document with Pop Menu to pay $320/month for 12 months. On 1/25, **** asked me to re-sign the document, and pay the full year ($3591) in advance in order to get the "Sysco" discounted rate. I agreed, signed and paid, only later realizing that I signed to more than I had agreed to (including a small link to an additional agreement that I was not aware of and would contradict what **** told me). 1/31: I met with the onboarding specialist, who followed up with me once via text (on 2/1). 2/15: I contacted PopMenu. I was told that our site was "sent to design," and I was locked out of the dashboard. Our requests to access the dashboard and to work with staff were mostly ignored until 2/24 when I demanded to cancel. A retention specialist then contacted us, profusely apologizing & pleading with us to allow them to rectify their personnel issues by providing a new specialist who was more qualified. We compromised. 3/15: We provided a full menu for photo shoot. Images have not been shared with us as promised. 3/22: We requested again to cancel after services did not improve and no functioning website was provided. On their dashboard exists a copy/paste version of our current website with no functionality. PopMenu is refusing to give any refund, and threatening to bill us additional amounts based on terms in that 2nd document (signed to authorize payment for 1 year). They continue to apologize and insist that we give them more time to fix the problems, but nothing improves. Beware.

  Business response

  09/01/2023

  Popmenu responds as follows:

  In January (2023) our Sysco Rep referred us to **** from PopMenu to rebuild our website. . . . . . **** assured me that PopMenu was more than capable of building the catering website that we needed, and boasted their staff would provide a high level of support and facilitate the process of fully redesigning our current website by Mid-February.
  Popmenu operates a platform providing SEO-driven web sites that include interactive menus and online ordering and delivery; AI-powered telephone answering; marketing tools; data analytics; and other features primarily for restaurants.  Popmenu understood that the clients goals were to increase search engine optimization and make over clients current website.
  On 1/24, I signed a document with Pop Menu to pay $320/month for 12 months. On 1/25, **** asked me to re-sign the document, and pay the full year ($3591) in advance in order to get the "Sysco"discounted rate. I agreed, signed and paid, only later realizing that I signed to more than I had agreed to (including a small link to an additional agreement that I was not aware of and would contradict what **** told me).
  Popmenu did provide a monthly agreement in error that was signed on 01/24/2023.  We apologize for this error and inconvenience.  The Popmenu Account Representative explained to the client that in order to receive the partner discounted rate, the billing had to be annual and in advance vs. monthly.  Other than the monthly vs. annual billing difference, the terms and conditions of both contracts were exactly the same. Both contracts contain the same link to the Popmenu Terms of Service which are exactly the same.  
  1/31: I met with the onboarding specialist, who followed up with me once via text (on 2/1).
  Popmenu disputes this statement: On January 26, 2023,Popmenus Onboarding Consultant emailed the client and introduced herself and provided both email and call/text contact information and a calendar link to set up a meeting to review goals for the clients site and go over next steps.  The email also provided a link to the Popmenu dashboard so that the client could begin to provide content for her website.
  -On January 27, 2023, Popmenus Onboarding Consultant emailed the client again to follow up on the January 26, 2023, email request and provided a link so the client could schedule a kick-off call.
  -On January 30, 2023, Popmenus Onboarding Consultant emailed the client again and sent a text and suggested a time to schedule the kick-off call for January 31, 2023 and a call was held on that date.
  -On February 1, 2023, Popmenus Onboarding Consultant texted the client to see if the client had any questions while she was filling out the dashboard and client advised she had gotten caught up in the kitchen and did not have questions at that time.
  2/15: I contacted PopMenu. I was told that our site was "sent to design," and I was locked out of the dashboard.
  -On February 15, 2023, client texted Popmenus Onboarding Consultant and apologized for the delay and shared that she had staffing issues and was going to start working on the requested information.  Popmenu had made numerous outreaches to the customer to work together so that ********************** could gather the requested information.  In order to keep the project moving in a timely manner, Popmenu used the information that had been provided to move forward and make preparations to launch the website. Client was advised that the site had been sent to the design team but could be pulled back. 
  Popmenu disputes that the customer was locked out of the dashboard.  There may have been a misunderstanding on how to access the dashboard. 
  -On Friday February 17, 2023, the client emailed the Popmenu Onboarding Consultant and advised she needed access to 2 sections of Popmenu- Choose Site Content & Discover Site Styles.
  -On Monday, February 20, 2023, the Popmenu Onboarding Consultant informed the client by email that the designer was able to pull what the client had uploaded while they were working on the website build-out.  A website production link was provided to the client. The Onboard Consultant requested that the client review the website and that a revision call could be scheduled to make any changes.  Client was advised that the site was scheduled to launch on February 28, 2023; however certain information was still needed that should be provided by close of business that day in order not to delay the launch and meet the launch date.  The client was also informed that design changes take up to 3 business days to complete. A list of what was needed from client was included in the email and contained approximately 4 items with estimated time to complete each task.  Client was advised to sign up for dashboard training and the dashboard training registration link was provided.
  -On February 23, 2023, the Popmenu Onboard Consultant followed up again regarding the February 20, 2023, email and the requested information.  The client did respond and sent a Style Guide and indicated that she was still waiting for access to the Popmenu onboarding tasks.  Please note Popmenu had sent these links earlier in the February 20, 2023 email.
  Our requests to access the dashboard and to work with staff were mostly ignored until 2/24 when I demanded to cancel.
  Popmenu disputes the above claim as numerous emails were sent by Popmenu to the client requesting engagement with the onboarding process in order to gather required information to launch the client website. Popmenu did create a website and awaited customer input.
  A retention specialist then contacted us, profusely apologizing & pleading with us to allow them to rectify their personnel issues by providing a new specialist who was more qualified. We compromised.
  Based on clients request to cancel, Popmenus Retention Specialist contacted the client to intervene in an effort to resolve and discuss expectations.  Popmenus Retention Specialist also arranged a call with a Designer to review and resolve clients concerns.  Popmenu was willing to work with the customer to align the clients vision with the launch of the website.  Design is not a reason to cancel services as Popmenu was moving forward to resolve concerns and launch the website.  Popmenu also assigned a different Onboarding Consultant to work with the client.
  -On February 28, 2023, client emailed the Style Guide and Define Phase document to the new Onboarding Consultant and indicated preference for type/font/colors but was open to feedback. 
  -On March 7, 2023, client provided some notes and directions that she had written while going through the dashboard. In response, on March 9, 2023, Popmenu sent over catering links to a couple of websites as examples for client to review and client provided feedback and direction on March 10, 2023, after viewing the site examples.  On March 14, 2023, the Onboarding Consultant advised that changes were being made to the site based on the customers feedback and suggested they connect later in that week to discuss.  On March 15, 2023, Popmenus Onboarding Consultant proposed a call for 12:30 pm the next day.
  3/15: We provided a full menu for photo shoot. Images have not been shared with us as promised.
  On March 20, 2023, the client emailed a shared document with Popmenus onboarding consultant titled Catering Types & their Menus for Website and the Onboarding Consultant responded that menus would be added now,meaning current time.  Client responded that she needed to make a few additions to the menu and would advise when done.
  3/22: We requested again to cancel after services did not improve and no functioning website was provided. On their dashboard exists a copy/paste version of our current website with no functionality.
  On March 22, 2023, Popmenus Onboarding Consultant emailed the client and advised that: the catering pages were added and the content was going to be pulled over so that the client could go in and change the pricing; the photos from the photo shoot had just been received and were currently being added to the site; and once completed the parties could review on a call.  The client responded that she saw very little changes to the site and was concerned about progress.  The Popmenu Onboarding Consultant advised that the page had been updated with the requested font requested, change in some colors on homepage, pictures were added, and the catering drop downs that were requested were added.  It was suggested that the parties get on a call to understand what was missing now that the design changes were completed and sort out why the client was not seeing the updated website.  The client emailed and said she tried to call but it went to voice mail and our Onboarding Consultant advised that if he did not answer, it was because he was on another call or in a meeting and that our Retention Manager was also available if needed until the Onboarding Consultant could connect with client.
  PopMenu is refusing to give any refund, and threatening to bill us additional amounts based on terms in that 2nd document (signed to authorize payment for 1 year). They continue to apologize and insist that we give them more time to fix the problems, but nothing improves.
  Popmenu disagrees with this statement.  Design is not a reason to cancel the contract.  Popmenu commenced providing the services, including building a preliminary website with the limited content provided by the client, and we contacted the client numerous times to obtain the additional information necessary to complete and launch their website.However, the client refused to cooperate with us, as required by Section 2.8 of the Popmenu Terms of Service that govern the legally binding contract that the client signed, and we remained ready, willing and able to complete the provision of the services to this day.  The client disputed the invoice with their credit card company and Popmenu lost the dispute.  Clients annual payment was returned to them.  As stated previously,both contracts were the same except for billing frequency. Popmenu expanded effort, time and resources in order to launch the clients website.
  We wish the client the best of luck.
  
  

  
  

• Initial Complaint

  02/03/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Complaint filed with BBB (*******) on 01.26.2023 Signed a contract for two (2) businesses, one a bar/restaurant and the other an ice cream manufacturer. After a few months, realized that subject company services were not suited for my ice cream manufacturing business contrary to my bar/restaurant business. After reviewing Popmenu contracts, it became evident that subject contract was one-sided and very restrictive. Since I prepaid the services for the two (2) businesses, I have requested a refund for the ice cream manufacturing business (over $13K) but to no avail, Popmenu has refused to refund my monies. Although we service six (6) ice cream scooping venues, we do not own these shops which are totally independent from my manufacturing facility. Popmenu was structured to service restaurant businesses and not manufacturing facilities, but Popmenu wants to keep my monies and justify their services for manufacturing which is more about greed than being reasonable. Popmenu should refund my $13K and also rewrite their contracts to be more reasonable instead of one-sided and inflexible. I'd like to warn all potential clients of Popmenu to thoroughly read their contracts and reconsider signing with Popmenu and going with other options or other organizations. Mahalo!

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pop Menu sold us a product that they have not provided on. They spoke about wonderful things about this company and how much it could serve our company, but instead they charged us monthly without even providing service! We specifically told them we were trying to redesign what our current website and all they did was copied our current website and tried to present it as their own. They talk about engaging, but I was the main point of contact they were to work with and they kept trying to have our CEO/Owner do the work. What a waste of time, do not sign up with this company. They think they are website developers, but they are not. They will charge you fees after fees and not provide any service. Again, we are fighting to get our money back as they stole money without providing service.

  Business response

  08/17/2023

  Popmenu's services entail designing, building, and hosting restaurant websites on the Popmenu platform, which provides menu management, online ordering, marketing tools and data analytics for restaurant owners. On  September 12, 2022, ************** Ice Cream signed an 18-month contract for various Popmenus services for 3 locations.  The Client states in their complaint that Popmenu sold a product to Client that Popmenu did not provide, but that is not the case. 
  
  Popmenu initiated contact on September 15, 2022 in an effort to commence providing the services, including initiating the building of ************** website. Popmenus building of the website was based on the information provided by the client.  Popmenu disagrees that the website we built only copied the clients current website at the time.  The client expressed that they wanted to maintain the integrity of their current website but eliminate the fluff and unnecessary pages. Based on this request, there may have been some similarities between the two website, but the clients original website and Popmenus build were noticeably different. 
  
  They talk about engaging, but I was the main point of contact they were to work with and they kept trying to have our CEO/Owner do the work.  Popmenu disagrees with this statement.  Popmenu went to extraordinary lengths to obtain the cooperation necessary from client to fully provide ************** with the contracted services, but the client refused to cooperate with us as required by Section 2.8 of the Popmenu Terms of Service that govern the legally binding contract that the client signed.   Popmenu remained ready, willing, and able to complete the provision of services.  We contacted the client numerous times, (including ***************************) via various methods to obtain the additional information necessary to complete and launch their website and provide the contracted services, but the client did not respond. Our records indicate that our attempts to make contact with ************** personnel occurred on 09/15/2022, 09/19/2022, 09/26/2022, 09/30/2022, 10/03/2022, 10/10/2022, 11/01/2022, 12/19/2022, and 01/24/2023.  We did not try to have their CEO/Owner do the work.  We reached out to the owner, *******************, as well as *************************** and other client contacts involved with the project, on several occasions via various methods in an effort to obtain the necessary information and cooperation in order for Popmenu to provide the contracted services and they choose not to engage with us.  
  
  The Popmenu sales representative did receive correspondence from the owner in early November of 2022 in which the owner acknowledged and admitted to being responsible for the delay in making progress.  The owner apologized for not making any progress and stated that to some extent it was due to personnel and staffing issues.
  
  Again, we are fighting to get our money back as they stole money without providing service.  Popmenu disagrees with this statement.  The client signed a legally binding contract and did not cooperate in providing us with timely access to information and decisions necessary to allow us to fully provide the contracted services.  The client remains in a valid legally binding contract with Popmenu for services and the client is bound by the payment obligations therein.  We are eager to work with the client to complete their website design so that it is to the clients satisfaction and the client is comfortable launching the site on the Popmenu platform.  
  
  Popmenu has since learned from several news publication that one by one, ************** Ice Cream locations have closed its doors.  Popmenu knows how hard restaurant owners/operators work and we want to do everything we can to support our clients and the industry. That is why we dedicated our business to building tech solutions that help thousands of restaurants drive better efficiencies, guest experiences and financial outcomes.  Although the client is legally bound to the terms of the contract through March 12, ****, including payment obligation thereunder, we have made the decision to close the account and not to seek payment for the 12 months remaining on the minimum duration of the clients contract and have terminated contract instead.
  
  
  
  
  

• Initial Complaint

  01/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Pop menu provides a website and online ordering for my business, they only work with two credit card processors stripe and square. At the beginning they used to work only with stripe. The form for the payment intake belongs to pop menu then the customer's information is transferred to the credit card processors. With stripe if there is a charge back not only is the order returned but also the restaurant is charged for the chargeback. After many complaints pop menu started working with square and transfer my account with them. However, once again I started to have issues with orders being disputed. I talked to square to be told that pop menu is not transferring all the necessary security information to them. Therefore chargebacks will be returned and the only one losing it will be my business since pop menu will keep their fees, square will keep their fees but not my business. I have called, texted, chatted with several people including my supposed account manager ****** to end ** in the same place. From September to December I have gotten over $1,000.00 in orders disputed by the same person. Once again talked to pop menu to be told that they could not do anything about getting basic credit card information validated such as zip code and address. Even the name, email and phone number were not being validated since you can place an order and have anything in them and still go through.At this point I am asking for them to be responsible for these transactions since they are the facilitators for them to happen and after many complaints they still have not done what it is necessary for it to stop.

  Business response

  08/17/2023

  Popmenu's services entail designing, building, and hosting restaurant websites on the Popmenu platform, which provides menu management, online ordering, marketing tools and data analytics for restaurant owners.  As part of the online ordering services, Popmenu collects the credit card number, CVV code, and zip code from the consumer and sends the collected information to the payment processors: Stripe or Square.  The payment processors, and not Popmenu, control whether or not to approve the charge based on the card number, CVV code, and zip code information provided and the payment processors, not Popmenu, own the proprietary security algorithms used in the processing the payment.  If Popmenu was not fully transferring all the necessary security information to either Stripe or Square, the payment processor would not be able to process the payment for order fulfillment. 

  Popmenu disagrees with the customer assertion that the customer had over $1,000.00 in orders disputed by the same person.   Popmenu has reviewed the customers order receipt documentation attached to the complaint and based on the receipts provided, on or about August 31, 2020, the customer had an order from a consumer with a total charge of $73.08.  On or about February 26, 2021, customer had an order from a different consumer with a total charge of $59.82.   The receipts provided by the customer for these orders show that a different credit card was used for each order and that the consumer information provided is different for each order. 

  Customer also provided 4 receipts for 2 other different consumers: 2 from the same consumer on 10/26/2022 and 11/05/2022 for an amount of $81.16 and $76.05 respectively; and 2 from a different consumer on 11/17/2022 and 11/18/2022 for an amount of $89.48 and $89.08 respectively for a total of $335.77 for all 4 orders.  In calculating all order receipt information that the Customer provided, the total for all 6 charges provided by customer is $468.67 and not the $1,000.00 as alleged by customer. Additionally the receipts provided by the customer show evidence of a credit card order transaction, but do not show that the customer incurred a chargeback. Notwithstanding the lack of documentation regarding the chargeback, Popmenu has looked into the complaint based on the information provided and sympathies with the customers frustration regarding the chargebacks.

  Customer first brought a charge back issue to Popmenus attention during a call with customers assigned Account Manager on December 7, 2022.  Popmenu advised the customer to reach out to the specific payment processor who processed the payment to determine what could be done in the timeline requirements required by the specific payment processor.  As stated above, the payment processors and not Popmenu control the proprietary security algorithms used in processing the payments. Although we are sympathetic to the customers situation, we are not the entity processing the payment.  The customer states that Square told the customer that ********************** is not transferring all the necessary security information to them however, if the consumer information provided by the consumer and relayed by Popmenu to the payment processor was not correct, the payment would not be able to be processed. 

  If the customer did receive significant chargebacks from a single consumer, the customer can pursue a chargeback reversal if they choose to do so.  Additionally, if a single consumer continually disputes the charges for items ordered, it is suggested that orders not be accepted from the disruptive consumer.
  

  
  

  Customer response

  08/18/2023

   
  Complaint: 18813142
  
  I am rejecting this response because:

  Popmenu were aware of the problem that these credit card transaction had which were missing credit card address, zip code and full name.   You could process a transaction by using someone as name   Something as last name and it will validate the information when sent to the credit card processor   
  

  they claim to sell a service, however they are responsable for their product if this is in any way is unsecured or showing signs of security problems   

  The website that they provide is faulty since the information that is being passed on to the credit card is not being validated with the credit card processors  that they have consumers work with.  Since it is not open to any credit card processor.  Consumers do not have any other choice than to go with what they have.  
  

  We currently have moved to a different website provider that validated this information since we depend on our website transactions being validated and processed without security issues. 
  
  Sincerely,
  
  ***********************

  Business response

  09/13/2023

  We are sorry that the Client experienced charge disputes. However,Popmenu disagrees with the customer assertion that the customer had over $1,000.00 in orders disputed by the same person, as specified in more detail in our previous response.  Popmenu sympathies with the customers frustration regarding the chargebacks.
  

  Popmenu knows how hard restaurant owners/operators work and we want to do everything we can to support our clients and the industry. Thats why we dedicated our business to building tech solutions that help thousands of restaurants drive better efficiencies, guest experiences and financial outcomes.
  

  The Clients account has closed and we wish them the best of luck.

  Customer response

  09/14/2023

   
  Complaint: 18813142
  
  I am rejecting this response because:

  pop menu is shielding their liability by hiding behind the credit card merchants who have time after time confirmed with me that without the proper information they are not able to run proper validation against the bank.   This information is passed from the website forms to the credit card merchant  
  

  pop menu finally closed my businesses accounts not voluntarily, but after reaching out to SYSCO and letting them know of issues with their system before partnering with them.  
  

  The amount we have lost in chargebacks, fees and disputes is over the $1,000 dollars since we had used their website.  This even includes the fees that pop menu has kept from all these disputed transactions.    
  
  Sincerely,
  
  ***********************

  Business response

  09/22/2023

  Popmenu met its obligations regarding the required transactional data submission to the payment processers to process the payments.  The payment processors, not Popmenu, decide whether to approve the charge based on the information provided and their own proprietary security algorithms.  If Popmenu did not provide the required information to the payment processor, the credit card transaction would not be able to be processed.  The payment processor collects the credit card information including CVC, the postal code and personal info about the consumer when processing the payment. We fulfilled our obligation to provide the required information for the integration by the payment processors.  The payment processors have not come back to us to advise us we need to provide additional information. We will not be issuing a refund.  We wish the Client success and best of luck.  
  

  Customer response

  09/22/2023

   
  Complaint: 18813142
  
  I am rejecting this response because:
  

  According to Popmenu they have achieve the obligations regarding the required transactional data submission to the payment processers to process the payments.

   

    The payment processors, not Popmenu, decide whether to approve the charge based on the information provided and their own proprietary security algorithms.  If Popmenu did not provide the required information to the payment processor, the credit card transaction would not be able to be processed.  However this data was never validated.   As they know you could have put someone as name and a phony phone number with a stolen credit card number and the payment processor will still process the payment just based on the credit card information.  
  

  According to the credit card processors Pop menu never passed on the name and phone number or addresses to validate against bank information.   Since the only information passed on is the credit card information including CVC credit card processors will process the transaction which afterwards were disputed resulting in charges as you can see in the attached files.

   

  Pop Menu argues that they pass on the postal code and personal info about the consumer when processing the payment.   however this was not done since the beginning.  when I first started with them none of this information was passed on.   At the end of 2020 beginning of 2021 they implemented the zip code after constant complaints.   The address I believe was added in 2022 after a meeting with ******

  At this time I dont expect anything further from Pop Menu since after three years of working with them and asking for continuos updates and better security for online transactions I know better than expect something from them.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/15/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had my website controlled by order ************ was bought out by pop menu they sent my broken unfinished website live without my authorization where my online order said not available when my online was up and running my customers were confused and they were the ones letting me know about my website issues because pop menu never called me to let me know that the unfinished website was going to be sent live broken so called popmenu on a busy dinner time because I was losing money since 90 % of my business is online for my business to get help all I could get was a lady taking my information and I needed to wait a week to schedule a little meeting with someone to convince to stay with them. I dont have access to my website at all they control everything and now my website says error 404 after I cancel their service they are not helping me in any way even though I pay for the entire month and I was refused to a refund because its their policy so I ca not fix my webpage because I was never given new access codes and they are not helping me fix or redirect old website to new one

  Business response

  08/08/2022

  On March 30, 2022, Popmenu acquired the customer contracts of Ordereze.com, LLC, including the contract with Al ****** Chicken, the restaurant that ********************** represents. Contrary to ************************ allegations, Popmenu contacted her multiple times before migrating Al ****** Chickens website to the Popmenu platform between March 31, 2022 and July 7, 2022, Popmenu sent ********************** over a dozen emails regarding the acquisition, the Popmenu platform (including invitations to webinars explaining the new Popmenu platform) and the upcoming migration of Al ****** Chickens website to the Popmenu platform and redirected Al ****** Chickens website off of the Popmenu platform on 7/15 in accordance with *********************** instructions. 
  

  With regards to ************************ specific claims:
  

  they sent my broken unfinished website live without my authorization where my online order said not available when my online was up and running my customers were confused and they were the ones letting me know about my website issues because pop menu never called me to let me know that the unfinished website was going to be sent live broken
  

  Popmenu sent ********************** emails on 6/30, 7/1, 7/3, 7/4 and 7/7 regarding the go live date of Al ****** Chickens website on the Popmenu platform, including a preview of the website and instructions regarding online ordering and the contact information for Al ****** Chickens dedicated account manager.  In addition, Popmenu called ********************** on 7/5 and left her a voicemail but ********************** never responded to any of the emails or the voicemail.  Al ****** Chickens website was not broken or unfinished as ********************** claims online ordering was disabled out of a legitimate concern for Al ****** Chicken. As indicated in the emails that ********************** received, Popmenu would not enable online ordering on Al ****** Chickens migrated website without a response from ********************** in order to ensure that the restaurant and she knew how to access online orders on its Popmenu account. The alternative would have been that online orders would accumulate in the restaurants Popmenu account without the restaurants and her knowledge and go unfulfilled. Online ordering could have been easily and quickly enabled by ********************** or by Popmenu, but ********************* failed to act upon the multiple emails and voicemail that she received prior to her clearly communicated go live date.

  so called popmenu on a busy dinner time because I was losing money since 90 % of my business is online for my business to get help all I could get was a lady taking my information and I needed to wait a week to schedule a little meeting with someone to convince to stay with them
  

  ************************ timeline of events and assertions are not accurate. ********************** called our customer support on the evening of 7/12 stating she needed help with her online ordering.  Popmenu responded that same evening with instructions on how to log into Al ****** Chickens Popmenu account and enable online ordering, information that was already in the emails previously sent to **********************.  The following day 7/13 ********************** emailed customer support twice asking to cancel.  Popmenus customer support was able to get a hold of ********************** via telephone on 7/14 and after explaining how to enable her online ordering and all of the value that the Popmenu platform provides to restaurants like Al ****** Chicken, Popmenu agreed to terminate her contract effective on the 30-day termination notice period required pursuant to Al ****** Chickens ******** contract. On 7/15 Popmenu redirected Al ****** Chickens domain to the new website URL requested by the client.  ********************* subsequently contacted support on 7/16, 7/18 and 7/19 despite the fact that we had already redirected her domain as she had requested and our logs show that the redirect was working appropriately as of 7/15.
  

  I don[]t have access to my website at all they control everything
  

  At all times while Al ****** Chickens website was on the Popmenu platform, ********************** had the ability to control her website.  She simply had to follow the login instructions in the emails she received to log into her Popmenu account. 
  

  and now my website says error 404 after I cancel their service
  

  Our records indicate there was no 404 error either when Al ****** Chickens website was being hosted on the Popmenu platform or after we redirected the website off the Popmenu platform as instructed by **********************. Any 404 error after that point would be the fault of Al ****** Chickens new website hosting provider, not Popmenu.  
  

  they are not helping me in any way
  

  Popmenu redirected the site as instructed by the client less than 24 hours after speaking with the client on the phone.
  

  even though I pay for the entire month andI was refused to a refund because its their policy
  

  As noted above, Al ****** Chickens contract ******** (which Popmenu acquired) requires a 30-day notice period to terminate with no refunds.  This is a legally binding contract between two businesses that ********************** willingly and knowingly signed and Popmenu is within its rights to hold Al ****** Chicken to that contract.
  

  so I ca[n]not fix my webpage because I was never given new access codes
  

  As indicated above, at all times while Al ****** Chickens website was on the Popmenu platform, ********************* had the ability to control her website.  She simply had to follow the login instructions in the emails she received to log into her Popmenu account. 
  

  and they are not helping me fix or redirect old website to new one
  

  As indicated above, Popmenu redirected the site as instructed by the client less than 24 hours after speaking with the client on the phone.
  

  In summary, as noted above, Popmenu provided Al ****** Chicken with its desired outcome of redirecting its website on 7/15 and we wish them the best of luck. 

  Customer response

  08/08/2022

   
  Complaint: 17574274
  
  I am rejecting this response because:
  old login is not working I don't have access to new login or any information at all so I don't have control or access over anything I could not pause, change anything and my customers were calling us to let us know that our website was broken it took at least 5 days to have website remove and many contacts on my part not 24 hrs

  It doesn't matter how many times you tried to contact me if (I dont have any voicemails) (if you know something about running a restaurant business you will know that we work 16 hrs a day)so pop menu should have not at all sent my broken website live at all without my authorization period ******** would had never done that at all I worked with them since the day we open in 2014 and they were very respectful of my wishes and I will call to a live person that either will fix my problems immediately or transfer me to a person that will help me pop menu only takes messages and passes to  representative and I have to wait and its not 24hrs

  after I asked for website to be cancel my customers were getting a 404 error so it took me more calling, leaving messages and more waiting to have broken website to be sent to my online ordering I didn't have control or access of that either 

  At this point I had canceled service with pop menu they charged for the entire month of service and I only used it for having a broken website for a few days I asked for partial refund and was denied 

  
  Sincerely,
  
  *******************************

  Business response

  08/16/2022

  We are sorry that the migration from ******** to Popmenu was not to Al ****** Chickens satisfaction. However, our records do not align with your allegations, as specified in more detail in our previous response.

  Popmenu knows how hard restaurant owners/operators work and we want to do everything we can to support our clients and the industry. Thats why we dedicated our business to building tech solutions that help thousands of restaurants drive better efficiencies, guest experiences and financial outcomes. 

  Part of that commitment is staying in close touch with clients to ensure needs are met and concerns are addressed. Per our previous response, we made several attempts to find resolution for your account and after determining that all avenues had been exhausted, we've redirected your website and canceled your account as you had requested.

  We wish you the best of luck.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩