triplewhale.com Reviews 38

after paying for 2 years they shut down my account without any warning, serious cowboys!

Amazing business if you are looking for a platform with horrendous customer service. I mean the worst of the worst. Will be looking for alternatives ASAP.

Edit*
Reading the other reviews as well, wow... Stay away from this company at all costs, i suggest trying other companies like wetracked.io

I have a feeling they are going to try to remove this. Their support and way of operating is so disgusting.

I never signed anything. There was no contract, no checkbox, no confirmation page, and no clear notice that I was entering a 12-month agreement. I was not clearly informed during checkout — all I saw was a monthly price. Only weeks later I found out that I'm locked into a contract until April 2026.

I haven't even contacted support yet because I can already see from other reviews that they refuse to help in similar situations. The platform has barely been used, and yet I'm supposed to stay in a contract I never actively agreed to.

This is not just bad UX — it's misleading. I would never have accepted these terms if they were made clear upfront. Be extremely careful if you're considering using Triple Whale. This kind of practice would not be legal in most European countries.

Extremely disappointing customer service - the worst i have seen in years. The attribution system is consistently buggy and unreliable, causing more harm than good. Not worth the investment — if you value accurate data and dependable support, I strongly recommend avoiding this platform.

The product consistently fails to deliver on its promises. Core functionalities and first-party tracking are buggy or unreliable, yet the team prioritizes releasing new features over fixing what's broken.

Customer support has gone downhill. We initially had a dedicated support team under the highest-tier package. Then they introduced a more expensive plan and downgraded us to general support—without warning. The new team is unresponsive and unhelpful, showing little interest in actually resolving issues.

This company over-promises during sales calls and severely under-delivers. Proceed with caution.

Worst customer support ever, and the tool doens't work at all. Everytime you've issues with store connections and you need days to solve them by yourself since the customer support don't even know what their tool is about.

Tracking does not work at all. They promised me a trial period - during which they tried to make the software work - and when that did not succeed, they told me I cannot get the refund I was promised.
DO NOT RECOMMEND

Overall it's been a pretty good experience

** Edit: I've been instructed to remove the names mentioned in my original review. However, all the mentioned employees have public accounts on LinkedIn and are employees of Triple Whale.

Also, an update on the review: TrustPilot agreed to provide a refund but never followed through. After months of chasing it up, I was either left without a response or an excuse for the refund delay. I eventually opened a chargeback and received a full refund through the bank. Please note the chargeback process isn't guaranteed and I was almost out of pocket 12k (don't rely on this). Furthermore, in their reply to this review, no one ever reached out (not that there's anything left to solve).

End edit **

I’m not one to write reviews, but this is the first I’ve ever written.

From the start, I was hesitant to sign up due to the high cost. Our brand generates significant revenue, and paying a premium price for software just to analyse ad performance was a big decision. Triple Whale was extremely responsive and eager before we signed up, offering video meetings, tutorials, and constant follow-ups—exactly what you’d expect for such a high-cost service.

Our sales rep, L******, was incredibly helpful and got us over the line. But the moment payment was made ($8,058.28 AUD), he disappeared. From day one, the software had bugs—certain advertising channels didn’t report correctly, and COGS data never synced from Shopify.

I initially thought it was a simple fix and didn't stress over it. I even manually added COGS myself and ignored the misreporting channels. Meanwhile, I brought our second, smaller brand onto Triple Whale, paying an additional $3,984.42 AUD.

At these prices, the expectation is simple: the software should work.

Customer Support? Nonexistent.

When their live chat couldn’t resolve the issues, I was transferred to E*****, "Customer Success Manager". She booked a meeting for 7 PM, but when I couldn’t find the link, I emailed her asking for it exactly at 7 PM. With no response, I found the link five minutes later on my own at 7:05 PM and joined—but E***** never showed up.

An hour later at 8:04 PM, she finally emailed me saying she had already "logged off".

From there, A*****, "Director of Customer Success," was looped in. He quickly offered a one-month credit to “rebuild our partnership” but then disappeared. I followed up three weeks later—no response. I emailed again on February 5th, stating I would file a chargeback. Suddenly, E***** responded, claiming that I had been assigned to a new rep, S*****.

By this point, I was completely over it. I wanted a refund, and instead, Triple Whale cancelled my accounts on February 12th—without issuing a refund.

I emailed E***** three times over six days—no response. Contacting their main support email got my ticket assigned back to E***** by E*****, who then responded to loop A***** back in—the same person who hadn’t replied to a single email since November 2024.

Final Warning to Others
Right now, I am left with:
❌ No response
❌ A cancelled service
❌ No refund
❌ $12,000+ AUD gone

This review is a warning to anyone considering Triple Whale:
Before taking your money, they will be the most helpful company you’ve ever dealt with. Once you pay, they will ghost you. If their software has even a minor issue, expect NO support, NO fixes, and NO refund.

To Triple Whale, this review is a result of your team's failures. If my refund is not processed within a reasonable time, I will be proceeding with a chargeback.

To anyone reading this: contact me if you want evidence of their horrendous support. I have every email trail to back this up.

Attention to subscription customers: even if you choose a monthly payment, you sign a monthly contract, the description of this is not visible on the page. The 60 days money back guarantee doesn't work either, it's a shame that they've become like that, the support doesn't respond at all.

the support is so slow & not helping with anything. You would think that by paying more than $400 a month you would get good support but not here lmao

Really bad platform - constant delays in data and always some level of errors. Support sucks.

Before registering for an online job with this company, I spoke with a trainer. I specifically asked if I would need to use any of my own money to complete tasks. The trainer assured me that no deposits would be required, so I registered and began the training. However, during the training, I realized that the trainer had deceived me. This dishonesty really angered me, as I do not appreciate being misled. The trainer eventually stopped the training and deleted my training account.

I contacted support to file a complaint about the trainer and also reported an illegal action within their tasks. The tasks are straightforward: grab an order, submit a review to help other businesses maintain their ratings, move to the next order, and repeat. Occasionally, an order appears that requires the agent or worker to deposit money into the account to cover the order, which allows for a bonus earning. Once deposited, you can continue to the next tasks.

The issue here is that labor laws, specifically the National Labor Relations Act (NLRA) and the Fair Labor Standards Act (FLSA), prohibit forcing agents or workers to make such deposits. Companies must provide an option to decline tasks that require deposits or allow workers to proceed with other tasks without penalty. Additionally, under contract law, even if a contract includes a clause requiring an agent or worker to perform an illegal action, such as making a deposit, that clause is not legally binding. Courts will not uphold any part of a contract that requires illegal actions.

Furthermore, freezing a worker's earnings to force a deposit is generally considered illegal. Employers cannot withhold or freeze wages that an employee has already earned. This practice could be seen as a form of wage theft, which is prohibited under the Fair Labor Standards Act (FLSA) and other labor regulations. Employers are required to pay employees for all hours worked and cannot impose conditions that prevent employees from accessing their earned wages.

Triple Whale has refused to follow and obey labor laws and has retaliated against me for bringing this legal concern to their attention. They have unlinked my account from having the ability to contact support. I even asked that my training be continued due to their so-called mentor deleting my training account because I called her out on her deceptive lies. Support refused to continue my training, which Would have paid $50-$80 to my account. They told me that I could quit at any time and then disconnected the chat connection, leaving me unable to contact support. Additionally, support refuses to allow the training to continue, forcing me to be unable to work on my account.

Moreover, when the occasional "merge data" task is presented to the worker, the worker's earnings are frozen. The worker does not have the option to withdraw or decline the "merge data" offer. Instead, the worker is forced to deposit money from their banking account to continue the task and unfreeze their earnings.

I have encountered similar issues with other websites, which are now facing legal repercussions for multiple violations.

As for Triple Whale, I currently rate it 1 star. A company that takes customer feedback and workplace concerns seriously and acts accordingly deserves recognition and praise, but unfortunately, Triple Whale has not demonstrated this commitment.
Triple Whale supports illegal acts and retaliates against those whom refuse to obey unlawful directives.

If i could give a zero I would. Scam company. Robbed me of my $. Hiring people on the premise of a commission based job then once in the job the computer algorithm launches you into what's called a "merge" which you are not told about. An impossible financial situation you can only get out of by using your own $. So much $ often that you can't get out. Do NOT use!! Stay away!

Previously used this software, its simply utm tracking so overpriced for what it is. We canceled in march of this year to switch over to madgicx. We made the cancelation on there site and thought all was well. We recently realized they're still billing us so contacted them with no resolution provided other than a "we will escalate" statement that I'm sure will go in their favor. Went back through the cancelation process the second time before this conversation. An hour later I go back to look and it shows as STILL SUBSCRIBED! All my billing info still there ready to bill me again December 1st. No email confirmation or anything proving I did cancel which is super convenient for them with disputes. My advice is unless you like overpaying for UTM tracking and you plan to use this for the rest of your life then don't do it. Other reviews are floating around complaining of the exact same thing. Not sure what it is about ECOM related software companies but this seems to be a common issue with them billing post cancelation and then conveniently having no record of your cancelation.

Customer Service via chat was super helpful. I had someone signup for this on my behalf and then I could not access the account. I was trying to cancel after this person would not cancel for me. Customer service worked with me for over 30 minutes to find my account with little info and then canceled my account and refunded me my most recent payment.

Used the app for 3 months and got good infos but when i needed to cancel the subscription it is a painfull process = there is nothing/nowhere on the app to cancel the subscription and you have to start to discussing with their team which will insisit to not leave etc and fill in a form to explain why you leave etc.. not fair and feel a bit abused! I lost 1.5h to get it done!

Used Triple Whale for several months and experienced a ton of bugs. From their magic pixel not working to the integrations going down to an update affecting stores UX we will not be sad to see it go. For as much as they are charging ($300-$1,000) per month ) they shouldn't use paying customers to beta test. While it is nice to see everything in one place, all TW is doing is aggregating data. Just google how to properly use UTM's and name them so you know where the traffic is coming from ( ads and landing pages etc ) and you can create a similar dashboard inside Shopify by running a report - for FREE.