What a 1-Taco Review Taught Us

I’m George, publisher of Subpage.co. I want to talk about a review that still stings.

On AppSumo, a Subpage buyer gave us one taco out of five. The first line reads:

“Think twice before buying this deal until they fix some internal things.”

1-taco review of Subpage on AppSumo

The rest of the review is just as direct. The buyer liked the platform but said our customer service was horrible. They had waited about a month for us to fix a problem with their code. An account bought more than a year earlier had somehow ended up on the free plan. They and AppSumo had both reached out, and from where they sat, we had gone quiet. When we did get back to them, we put the account on the wrong plan, so they had to write to us again.

I’m not sharing this to argue with it. I’m sharing it because they were right about the part that matters most: they needed help and didn’t get it fast enough.

What it felt like

Honestly? It hurt. Most of our AppSumo reviews are kind. 27 of the 34 give us five tacos. But the one-taco reviews are the ones I reread.

My first reply explained our side: we had been writing to the different email addresses we had for them, and we pointed to the phone number on our site. I believed every word. Looking back, though, it read more like a defense than an apology. When someone has waited a month, “we tried” doesn’t help them. Help does.

What we learned: communication gaps happen

No one in this story was ignoring anyone. The buyer wrote to us. AppSumo wrote to us. We wrote back. The messages still didn’t connect.

That’s a communication gap, and it’s on us to close it, not on the customer. People write from a work address one day and a personal one the next. They reply through AppSumo, a contact form or an old email thread. Some messages land in spam. Our support has to work across all of that, not just in the one inbox we happen to be watching.

The gaps were worse during our handover to new ownership in 2025. Some requests fell through the cracks then, and other buyers told us so in their reviews too. I’d rather admit that than pretend it never happened.

What we’re doing about it

Here’s what we’ve changed and what you can count on:

• We watch every address you write from. If you email us from one account and reply from another, we’ll still see it and answer it.
• There’s a real phone number. You can call or text us at +1 (612) 999-2029. It’s on our contact page. If email isn’t working for you, use it.
• We’re fixing the product, not just the inbox. This year we’ve fixed AI lead magnet builds from uploaded files and YouTube videos, SSL on custom domains, and the links to our help center. You can find the help center at subpage.gitbook.io/subpage.
• We own a mistake when we make one. If we put your account on the wrong plan or miss a message, tell us, and we’ll fix it without making you prove it twice.

I won’t promise we’ll never drop the ball again. I can promise that when we do, we want to hear about it, and we’ll keep making it easier for you to reach a real person.

How to reach us

If something isn’t right with your Subpage account, whether it’s a code, a plan, a lead magnet or anything else, please reach out in whichever way is easiest for you:

• Call or text: +1 (612) 999-2029
• Email: reply to any email you’ve had from us. We’ll see it.
• Contact form: subpage.co/contact

To the buyer who wrote that review: thank you. It wasn’t fun to read, and it made us better.

And if you’ve been quietly frustrated with us, send us a note today. I’d much rather hear from you than lose you.

— George