Ron D.

I would like to start by saying Beckett has a lot of potential and in a sweet spot of an industry that's finally gaining ground. The problem is they are doing a really bad job at running the business. The website updates are slow and antiquated. The UI/UX needs to be completely redone from scratch which would be a huge undertaking. They are going in too many directions so have lost focus. Customer service is rude and pushy. Salespeople are way more interested in making sales than they are about having a happy customer so as I would imagine their customer retention rates have to be poor.

I WAS a customer and decided to renew and upgrade my service. The upgrade also included 6 BGS gradings. After some time I decided to use my 6 grading submissions but I couldn't find any place on the web form to enter the free code. I left 4 messages over the course of a month asking for someone to please contact me about this issue. I never got one response so had to call them. The gentleman that answered the call informed me that the BGS submissions expired after 1 year and I was two months past my expiration date. I explained my issue to him letting him know that I was trying to submit them but the website was very unclear and had no directions as to how I could use my prepaid credits. The next words out of his mouth were, "I see your membership has expired and I could certainly give you a deal if you want to sign up again"! My immediate thought was are you kidding me? I said so you don't want to help me with the $99 I paid for BGS submissions I have now lost but you want to try and sell me something else. His answer, "well there nothing I can do about them because you are past your due date but I can help you buy another BGS package.

To end my torture speaking to such a poor salesperson with zero understanding what customer service even means, I simply said. I'm sorry but I'm most certainly not going to spend money with a company who just stole $99 from me without even an I'm sorry. His final answer to that was, "OK well then have a nice day." and he hung up.

Sadly I would have signed up for another full year of their top subscription level had they handled things correctly. All I can say is this. Beckett, you have a great opportunity with very little competition and a great product but if you don't get your act together no one is going to care. Someone is going to come along that is really trying and they are going to kill your business. You don't have to believe me but I'm telling you that you need to listen to what I am saying.