Ooma was reported to the Deceptive Design Tip Line over a subscription that is difficult to cancel. According to the report, signing up is easy, but cancellation cannot be done online: the customer must call, navigate a lengthy phone tree, talk to a customer service representative, wait to be transferred to a retention agent, answer a series of questions, and listen to the agent attempt to dissuade them before the cancellation is honoured.
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Ooma: Difficult to cancel subscription
“It’s easy to sign up, but if you want to cancel you can’t do that online. You have to call them, navigate through a lengthy phone tree, talk to a CSR, wait to get transferred to a retention agent, answer a bunch of questions and listen to the agent babble on about trying to get you to not cancel before they will honor your cancellation.”
Disclaimer: examples in the Hall of Shame are generally drawn from public submissions and cited sources; they have not been independently verified and may contain inaccuracies. They are presented as illustrations of design patterns, not findings of fact, unlawful conduct, or intent.