Poor onboarding and lack of customer success follow-through
I joined SuperAffiliate with an onboarding scheduled for August. The process started well at first, with multiple people involved. However, onboarding stalled due to an internal retreat in Brazil, and the one-month onboarding period was never completed.
On a call, I was told the initial 30 days (which were free) would be extended by a few weeks to make up for the delay. After that, there was no progress for about two weeks. When I followed up asking what happened with the extension and onboarding, I didn’t receive a clear response.
Communication afterward was inconsistent and mostly limited to Slack follow-ups. There was no clear customer success manager, no structured onboarding, and no real ownership of getting me live. The person who originally brought me into the program was no longer engaged.
Due to travel and the lack of communication, the account stayed active for several months without any real onboarding or value delivered. I eventually canceled.
Overall, this was not a serious or reliable experience for an enterprise-level brand. The biggest issue wasn’t the delay itself, but the lack of accountability, customer success, and follow-through once things went off schedule.