Does anyone relate?

Questions and Comments
#1

I purchased Alchemist Explorer Edition on March 24, 2026
The customer service was not what I expected. I received only half of the audios that I bought, the others required access , and when I tried to send an email, I got no responses, not even at the second one. I said… fine, let’s create a ticket, then the platform has changed, so I had to re-open another ticket, just to get the first answer after 8 business days, not with the problem solved, but saying that the issue will be investigated.

Then I asked for a refund and 6 days has passed and no answer.

Does anybody can relate with this type of customer service? I’m new to subliminal club, so I don’t want to spit negativity.

P.S. Apperently, I cannot post screenshots.

#2

If this is true, then it’s absolutely not a typical behaviour from SubClub’s side, to be sure.

@Fire @SaintSovereign

5 Likes
#3

Hello –

Please do not be concerned – you are not “spitting negativity,” you’re just frustrated about this situation, and we understand that.

Our sincerest apologies on the inconvenience, and we owe you an explanation:

The issue is that we were in the middle of a major transition from one support platform to another, and we were also updating the instruction manual files in every title – another large task. During that process, some of the backend pages broke – like Love Bomb For Humanity as well – and the files became inaccessible, no matter how many times we try to link it. With Love Bomb For Humanity, we were already in the process of upgrading it and just waited for that.

That’s why the response is taking awhile. We have made headway on the issue regarding the files, but we need a bit more time. That’s on us. If you’d still like the refund, I can process that ASAP, but I am confident that we will have this issue resolved by the end of the week.

This was bad communication on our part, we were just trying to resolve it quickly and more issues arose. Let us know what your decision is and we’ll get it taken care of.

4 Likes
#4

Thank you for the explanation. I understand that a major transition, such as switching support platforms, can come with challenges. However, I would have appreciated receiving that context on the first or second day.

Receiving a message like “Hi, thank you for your message. We are looking into this, but please expect a delay beyond our usual 3–5 business days because we are undergoing…” would have helped a lot, because as someone who was excited about the product, checking for a response every day wasnt pleasant at all.

If only 1 file missed, it would have been fine. But 4 out of 8 were missing.

Yes, I would like the refund and I appreciate your time once again in responding it and keeping it transparent.

1 Like
#5

Understood, could you please provide your order number?

1 Like
#6

#110839

1 Like
#7

Your refund has been processed. Please allow 3-5 business days to return to your original payment source. You should’ve received an email receipt. Thanks!

2 Likes