"great service from Rebecca"

great service from Rebecca

"EKM Review"

EKM Review: A Long-Term Customer Left Disappointed
I was an EKM customer for several years, relying on their platform to host my e-commerce store. While the platform served its basic purpose, there was one persistent issue that ultimately drove me to seek an alternative solution: the .asp extension at the end of my website URLs.
This might seem like a minor detail to some, but it was a significant concern for me. I felt it made my site look dated and unprofessional. Over my four years with EKM, I upgraded to a larger website as my product range expanded, yet the .asp URLs remained. Despite this upgrade and numerous interactions with their support team, the issue was never addressed or explained.
The final straw came when I decided to leave EKM. During a conversation with their retention team, I specifically mentioned the .asp URLs as a key reason for my departure. Their response was shocking: they claimed it was only a "temporary thing" on new websites. This was incredibly frustrating to hear after four years and multiple upgrades. Why was this never communicated to me? Why was it never fixed?
The fact that this "temporary" issue persisted for so long, and that I was only informed about its supposed temporary nature after deciding to leave, speaks volumes about EKM's communication and customer service. It left me feeling undervalued and ultimately led me to take my business elsewhere. While EKM might be a suitable platform for some, my experience suggests they have significant room for improvement in terms of transparency and addressing customer concerns. The lack of communication regarding the .asp URLs, especially after years of loyal service, was a major letdown.

"Rebecca was brill"

Rebecca was brill - I was suffering with so many problems that I kinda just gave up but she sorted them all out quickly.

"Shocking Customer Service - Price Hike Without Notice & Disgraceful Treatment of Loyal Customers"

After 9 years with EKM, I have now cancelled my account due to their dishonest pricing tactics, refusal to take accountability, and appalling customer service.

I only discovered that my subscription price had increased by 33% after checking my bank statements - no email notification was received. When I challenged this, I was told they had no way to prove the email was actually sent to me, only that it was part of a mass mailer. They refused to provide concrete evidence of notification, and I’m not alone - another EKM customer reported the same issue.

After raising my complaint, my email was ignored for a week, forcing me to escalate to the Managing Director. It was then referred to the Head of Customer Experience, who claimed my complaint email was never received. Instead of prioritising the matter, they offered no goodwill, no refund for the overcharges, and no justification for such a massive price hike, other than vague references to "infrastructure improvements."

This experience, combined with years of other issues, including EKM pushing certain payment gateways that benefit them more than their customers, was the final straw. Their complete lack of accountability and disregard for loyal customers is shocking.

I have now cancelled my account, but I will be reporting this to Trading Standards and making my experience known to warn other business owners.

If you’re considering EKM - don’t. There are far better platforms that value their customers.

EDIT AFTER EKM RESPONSE:
It’s unsurprising that EKM is trying to rewrite the facts. Let me be clear, my initial formal complaint was sent to the 'experience' email address, which is managed by the Head of Customer Experience, Dominic. It was ignored for a full week, forcing me to escalate to the Managing Director, who then referred it to Dominic. Conveniently, Dominic then claimed he had never received my initial complaint - how convenient for them!

EKM’s response also falsely implies that they provided me with proof that the price increase email was sent. This is untrue. They simply directed me to a generic template of the email, not an actual forwarded copy of what was allegedly sent to my inbox. They never provided proof that they actually sent it to me, and given their poor level of service and technical issues, it is entirely believable that not everyone received it. In fact, another recent Trustpilot review states exactly the same issue - no notification of price increases or additional charges on transactions.

The reality is that EKM is overpriced and provides a substandard service. Their dismissive attitude toward long-standing customers like myself who have spent 9 years with them is appalling. Their pricing increases are unjustified and their customer service is defensive rather than helpful.

I only wish I had left sooner. If you're considering EKM - don’t. There are better, more transparent, and more reliable e-commerce platforms out there.

"Beth is a fantastic support person."

Beth is a fantastic support person.

"Very Persanable!"

The very efficient, courteous service? Very knowledgeable and understanding of what my issues were on my shop. Corrected the problem in very short order. Beyond my expectations in time, knowledge!

If I was still in business I would hire her in a heart beat!

Very personable!

"Blank screens"

Been with the company nearly 15 years and up until the last 18 months every thing went well but now it just one problem after another. When they get reported, you get told it will take a couple of weeks to fix, and it then ends up being months. Tonight the Dashboard, Orders Page, Features Page all blank screens and no one around to report it.

"Very good"

Very good, but problems lately re loyalty points not being awarded to customers.

"Tom always get back to me with any…"

Tom always get back to me with any questions I have in great time and is helpful talking me through solutions and keeping me up to date with progression.

"We use the basic service but they did a…"

We use the basic service but they did a great update that sent sales through the roof. Good product at the right time. Nice insight on the Web analytics - I know the people doing the looking and the bots doing the indexing