I’ve been a paying Klaviyo customer for 9 years. After the Christmas peak, I forgot to downgrade our plan. Our usage dropped, but we continued to be charged at a much higher tier — even though we didn’t use the additional capacity.I hold my hands up — it was my oversight. But there was no cost to Klaviyo, as we didn’t use the extra service. I explained everything clearly and asked if they’d consider a refund for the unused months.They refunded the current month (which hadn't ended yet), but refused to consider the identical previous months. No discussion. No flexibility. Just a copy-paste policy response and a flat “this decision is final.”Even after nearly a decade as a loyal customer, there was zero goodwill. They charged us for services we didn’t use, and wouldn't make it right — even when it would’ve cost them nothing.I can't see a genuine reason for Klaviyo's decision. They would lose nothing by issuing a refund as the services were not used. As a business owner myself, I would not treat a customer this way.If you’re thinking of using Klaviyo, be aware: once they’ve charged you, that’s where the support ends. You’re on your own.
