My experience - BAD CUSTOMER SUPPORT + TECHNICAL BUG
February 02, 2022

My experience - BAD CUSTOMER SUPPORT + TECHNICAL BUG

Anonymous | TrustRadius Reviewer
Score 2 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Canva

Use it to design marketing materials
  • Design
  • Post to social media
  • Bad customer service
  • Technical bugs
  • At the moment I feel I have lost time and money

Do you think Canva delivers good value for the price?

Yes

Are you happy with Canva's feature set?

Yes

Did Canva live up to sales and marketing promises?

No

Did implementation of Canva go as expected?

No

Would you buy Canva again?

Yes

In my experience, BAD CUSTOMER SUPPORT + TECHNICAL BUG - I had a problem with connecting Canva PRO account to Facebook and Instagram. I requested help from their customer service, AFTER trying to resolve this issue based on the documentation, which led to an UNEXPECTED error that couldn't be resolved on my end. After contacting the CS, they claim to respond in under 24 hours for PRO users, which has not happened, and only after I have started emailing them and posting on social media on the public view to make them notice my ticket, someone from CS finally emailed me. Do you want to know what they wrote? They wrote that I need to do what I have already done, and mentioned in my ticket, with a screenshot attached, showing that it has been done and that there is an "unexpected error". I responded to this ASAP and I received another guided solution, which had a few steps, one of them was to add a password to an existing account that is currently connected to my Facebook account, because apparently without adding a password you can't disconnect the Facebook account from the Canva account. I feel like that makes no sense, but ok... going forward...I tried to add a password to the account and guess what?! Another unexpected error occurred! Ok, so sh't happens, right? So I've emailed the CS with a SCREENSHOT showing I can't add a password to disconnect the account, and what did she reply to me? OK great now you can disconnect your social account and connect with the other Canva account, disregarding the fact that there is no way to add a password because of an "UNEXPECTED ERROR". Therefore, in my opinion, the CUSTOMER SUPPORT service is very dissatisfying, unprofessional, and I feel makes a very bad experience which makes me lose money because of this! I'm VERY SAD about this.