Avoid if you’re a smaller business
Avoid at all costs if you are a smaller business. Should the person that has the ‘seat’ as they call it, go off sick or take annual leave, they expect you to pay a further £750 for another seat to access the account because without 2 factor authentication (which would require that individual to be there) you are unable to do so and they claim it’s a data breach if you try to access your own company’s work. When this was raised as a concern, they cancelled the account and wanted a payment of £25 to access any work we’d already done on the programme. Sales team were great and very helpful- the help desk/ customer service (or at least the individual dealing with this case) were not. Quite rude, abrupt and taking decisions to cancel accounts when challenged. Lucky escape for us.
*Response to reply*
I did feel the need to inform others of our experience which unfortunately was negative. We didn’t think cancelling the account without any consultation was a fair and just response to our complaint, we had started work on the programme which by cancelling without warning, we totally lost. In fact, we were told that due to us complaining, you felt you should cancel the account. We may only be a small business, but as far as I’m aware, in any size business, that isn’t good customer service.
Paying a further £750 for a second seat to access our own data for the few weeks a year that someone is on annual leave is simply unreasonable.
We wish you well but have chosen to work with another company in light of this.
Reply from Nutricalc
Dear Charlotte, we’re very sorry to hear that you’re unhappy with the customer service you received when using our software. As NutriCalc is used by large household name brands as well as smaller businesses, we need to have in place systems and restrictions which guarantee maximum protection of clients’ valuable recipes intellectual property. This includes using 2 factor authentication, so that only the named person in a company with a licensed ‘seat’ can access the company’s recipe data.
We appreciate that if some clients only have one user license, it can be frustrating that data access is restricted when a person is off sick / on annual leave. Of course, we have to rely on clients’ honesty that these are the genuine reasons why another person is seeking access to their data.
We do make it clear in the terms & conditions of our user license agreement (which companies must read and accept upfront before they can take out a subscription) that access to data is restricted to only named individuals, and one per license. We’re also transparent on our pricing page that the cost of a subscription is per seat, and have many clients who purchase multiple seats to manage access to their data across a team.
As you were not prepared to pay for an additional seat, and unhappy with the terms of our user license that had been accepted, as a gesture of goodwill we were happy to cancel your company’s subscription and give you a full refund (minus just £13 for 5 days of usage) – something we’ve done only a handful of times in our 30 years of trading as the vast majority of customers are very happy with the service they receive.
We thought we had resolved your complaint amicably and fairly, and are therefore disappointed that despite receiving the refund, you felt you still had to write this negative review.