I've bought 47 deals in the last 4 years on AppSumo. Sadly, my experience with customer service over this Plus service has left such a sour taste in my mouth that I've unsubscribed from the AppSumo newsletter I used to open regularly and will be walking away from this company entirely.

I felt kind of dumb buying three different deals (~$370) after subscribing to Plus this weekend and then receiving the $25 coupon immediately after. I could have bought the one deal that I was after and then just waited a half hour before buying the others in order to redeem the coupon. I reached out to Support hoping they would understand and might offer a gesture of understanding and appreciation to a loyal customer. I've spent thousands on AppSumo over the last few years, and I have also been a Plus member in the past, so I thought it was a reasonable request.

I believe this email thread I'm sharing below demonstrates that they really don't care about you or your business. They'll just respond with a fake nice tone and tell you to go kick rocks.

Me:
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Hi there,

Thanks for welcoming me as a Plus member.

I have a request. I did not realize that the first $25 coupon would be issued immediately. Therefore, I purchased three different products today totaling aroun $400; it seems it would have been better to wait for the coupon and purchase another of the products today using the coupon.

Am I able to have the value of my $25 coupon refunded from today's purchase; alternatively, am I able to return one of the products and then purchase it again using the coupon?

Thanks for your help.

Them:
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Hey,

Thanks for writing to our Support team!

Please know that coupons must be added to your cart prior to completing the checkout process in order for them to be applied to your order. Unfortunately, we're unable to retroactively apply coupons or provide coupon equivalent discounts to completed purchases.

We appreciate your understanding! Let me know if there's anything else we can do for you and I'll be glad to assist.

All the best,

Me:
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Ick. This strikes me as such greedy behavior toward a years-long loyal customer. I've gone ahead and refunded those ~$370 of recent purchases and I will certainly be reluctant to use or recommend you guys any more in the future. I care more about great customer service than getting any deal on software. I appreciate your understanding.

Them:
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Hi Sumo-ling,

Thanks for writing back in!

We appreciate your feedback on this. We make a lot of changes and improvements based on feedback from Sumo-lings like you, so we really appreciate you taking the time to share.

Again, we're so sorry for inconvenience. If I can assist with anything further, please let me know!

All the best,