In Social Incorporated - Thornhill, Ontario

Sheri B.

We have been working with In Social for almost a year and we are absolutely thrilled with the service we've received. They have been handling our customer service emails like pros, and our customers can't stop raving about how great the service is.

In Social has also been a real lifesaver in setting up our help desk and returns software. It's made things so much smoother for us and customers alike.

What really stands out is how dedicated they are to doing such an amazing job. And it shows - our customers keep telling us how happy they are.

If you're looking to up your customer service game, we can't recommend In Social enough. They've been an awesome partner for us, and we're sure they'd be great for other businesses too.

Benaim M.

In Social provides an excellent service, they are very responsive and setting up a meeting was very straightforward. Jess has an incredible command of the software platforms that were involved in my consultation (Shopify, Meta Ads, Google Analytics) and quickly provided solutions for the different issues that arose. The service is friendly, and extremely efficient. I highly recommend without reservation.

MAUVELLA L.

Jess Responded to our review we left saying: “We made this business (and the 2 young business owners who don't understand business or attribution) how we made them an *attributal* $2 million over the course of 2 years from our services! I'd also be more than happy to share the contract that they are in breach of by not paying for services!” She also replied talking about us going to competitors for advice, which is irrelevant, we can go to anyone for advice as she doesn't know our personal relationship with anyone.

OUR RESPONSE:
Referring to our review as “silly” is unprofessional, especially after we worked with In Social for two years. We stand by our feedback, and we have every right to share our honest experience. Disagreeing with a review is one thing, but dismissing it as “silly” is a poor reflection of how to handle legitimate client concerns.

Second, Jess mentioned that we are “young” business owners. She felt the need to include “young” for a reason. We are 26 and 29. It seems she wants to imply that we are somehow naive or inexperienced due to age. This is both irrelevant and dismissive. Age has no bearing on our ability to understand business or the validity of our feedback. We’ve worked hard to grow our business.

In 1 year, our Instagram grew to 100k followers, and our TikTok to 200k, all through organic effort. Our sales come from creating content, posting, and engaging with our community—not just ads. While ads contributed, they did not drive most of our follower growth or sales. The key factor in driving most of our sales and brand recognition was through OUR consistency. The majority of the $2 million Jess claims to have generated came from OUR loyal customers who found us organically and would have purchased regardless of ads.

However, In Social’s ad strategy focused on retargeting these same loyal customers—those who had already discovered us organically. Essentially, they ran ads to encourage repeat purchases from customers we had already worked hard to acquire. This made In Social’s numbers look better on paper and increased their 4% commission, causing us to overpay by $19k due to this unethical approach.

Regarding the breach of contract claim, it’s important to clarify the situation surrounding our decision to end the working relationship. According to the contract, we were required to give 30 days' notice. However, we made it clear why we couldn’t provide the full 30 days' notice.

After notifying In Social that we no longer wished to continue, we observed concerning actions. Specifically, they logged into our accounts and began deleting assets we had paid for over the course of two years. This validated our fears—that In Social would use the 30-day notice period to dismantle assets we’d invested over $200k in. Note: we had paid for all work completed up until that point but hadn’t paid for the following month’s work, which had not yet started.

This confirmed our decision to terminate the contract immediately. No responsible business would give 30 days' notice when they know the other party may dismantle their assets. Still, we decided to honor the remaining 30 days of the contract. On September 5th, at 9:51 AM EST, we emailed In Social, offering to pay for the next 30 days under the condition that they work outside our accounts without logging into them as we did not trust them now. We requested a payment link to make the payment.

Despite our clear communication and willingness to settle the matter, In Social did not respond or provide the payment link as requested. We were prepared to fulfill our obligations, but without the link, we couldn’t proceed with the payment.

Given that we made every effort to honor the contract and In Social failed to respond or facilitate the payment process, it’s clear that we were not in breach of contract. We did our part, but we can’t be held responsible for their failure to engage in good faith and complete the process.

Fantasy B. N.

We started working with Jess and the In Social team in early 2021 and wish we had started sooner. Our team is all people with technical backgrounds, but none of us have an interest in managing our social media accounts. From the very beginning we were impressed with the level of detail put into the planning process and there is no way we could have achieved the same levels of growth that In Social has created.

They are very communicative, easy to work with, and ready to adapt when life throws something at you and plans need to change. We highly recommend their services!

Tami S.

PART 3

After we stopped working with them, they deleted nearly two years of Slack conversations without any notice or explanation. This wasn’t just a casual conversation, but crucial data tied to paid retainers and web development projects. The removal of these conversations is not only baffling but feels very calculated. Why would you erase conversations we've paid for over the course of months, especially when some of them contained key details regarding ongoing work that they didn’t complete that we no longer had proof of. Their refusal to keep records, especially after we've been loyal clients for this long, speaks volumes. I'm sure they didn't have to keep our conversations, but to us, it just didn't make sense why they would delete them, especially when it didn't benefit them in any way

The final straw came when we discovered they had been bad-mouthing us during a Zoom meeting we were having with them. Jess went to share her screen to show us something, and in that moment, a conversation popped up between Jacob and Hira—two employees from their team—where they were calling us names and degrading us as individuals, while we were still on the call with them. Jess didn’t mean to show us this, but we caught a glimpse of it. It was shocking and hurtful to see that, behind our backs, they were speaking about us in such a cruel and unprofessional way.

I want to add that we were once the biggest advocates for InSocial, and would always refer them to others who asked about the team we worked with. We personally referred 5-6 people, and 2-3 of them even ended up working with them! Before we started realizing the truth about their operations, we always spoke highly of them, believing in their professionalism. However, over time, we began to see them in a different light.

The truth is, the reason they badmouthed us during the Zoom call is because they were frustrated working with us. We’ve always been diligent and proactive about our business — we ask a lot of questions because we care deeply about understanding every aspect of how our business runs. From the start, we sensed a growing sense of annoyance from them whenever we asked questions. As we dug deeper into concerns about our ad spend, and tons of other issues, it became increasingly clear that they didn’t appreciate our curiosity. They probably felt like we didn’t trust their methods, but the reality is, we did — at first.

It wasn’t until we started questioning things more critically that we realized every single one of our concerns was completely justified. Unfortunately, instead of addressing our questions with transparency or professionalism, they resorted to deflecting and attacking us. We’ve come to understand that their responses were not only defensive, but also a reflection of their unethical business practices. They would rather silence legitimate questions than be held accountable for the way they operate.

In conclusion, we deeply regret our decision to work with this company. They have proven to be calculated, unethical, and lacking in transparency. If you value your business and your hard-earned money, do yourself a favor and look elsewhere. There are many other agencies out there that operate with integrity and professionalism. Please feel free to reach out to me if you need any additional information, proof, or simply want guidance on finding a company that will truly appreciate and support your needs. I am more than happy to hop on a call and share my experiences or point you in the right direction.

Tonya H.

In Social has been fantastic to work with, even with a smaller project such as mine they were excited to learn about my brand and my goals and come up with great strategies to put in place for me to grow my business and take it from there on my own! They were accommodating and thorough and relatively quick to get things moving! I would highly recommend these folks to partner with your companies needs!

Tamanna S.

PART 2

We paid around $16k to have our website redone by Insocal. If you look at our site, visually, they did an incredible job—it looks amazing! But the reality is, the back end is a completely different story. They intentionally made it so difficult to work with that no other coder could come in and make edits. Why? Because they minified the code. At the time, I didn’t even know what that meant, since I’m not a coder, but when we hired a new Shopify partner to help with our site, he explained how problematic this was. Minified code essentially means the text is compressed and unreadable, making it nearly impossible for any coder, other than the ones who originally worked on it, to understand or edit it.

Our new coder told us that this is a common strategy some developers use on purpose—so you’re stuck with them forever, paying them for any future changes or updates because no one else can touch the code. He also mentioned that they should have provided us with the un-minified code, which they never did. The only way anyone else could work on our site now is if we completely rebuild it with regular code. That’s not something we want to do after already investing over $16k into the site we have.

Unfortunately, this situation reflects a pattern we’ve experienced with Jess. It feels as though they intentionally made the back end of our site difficult to work with, creating a dependency on them for any future updates or changes. This approach has left us in a position where, despite having already invested a significant amount of money into the site, we’re now faced with additional barriers that make it challenging to work with other developers.

They also took advantage of our lack of experience with ads, overcharging us for a commission they weren’t entitled to. Over the course of two years, they charged us an additional $19,605.87 each month, without us realizing it. If you're reading this and want to see the spreadsheet and proof, feel free to reach out—I’d be happy to share it with you. We had a full audit done by another ads team, which confirmed that they were consistently taking far more than the 4% commission they were entitled to.

They claimed that nearly all of our sales were attributed to their ad efforts, but this simply wasn’t true. For example, in August, we made over $100k in sales with no ads at all. Despite this, they would have charged us 4% of that entire $100k, attributing it to their 'ad efforts.' We discovered they were targeting repeat customers—people who had already made 10+ purchases with us—charging commission on those sales even though those customers would have bought from us regardless of seeing an ad. They were using ads to target customers who were already loyal to us, all so they could increase their own commission.
They also told us that hardly any ads teams operate without taking a commission. However, we are now working with a new amazing ads team that charges 0% commission. So, please, do your research more thoroughly than we did. Find an ads team that won’t take a cut of your sales, because I promise you, if you're not knowledgeable about ads, they will exploit that gap in your knowledge to make more money for themselves. We were spending over $14k a month just on ads, only for them to target customers who would have purchased from us anyway, all to increase their own 4% commission.

In the end, we decided not to pay them for our last month’s ad share, which amounted to around $4k. The reason? They owed us over $19k in stolen ad money, which I had already invoiced them for, with clear proof of the amount they have overtaken. It just didn’t seem fair to pay them $4k when they still owed us $19k. Honestly, we felt betrayed—hurt by their actions and the way they manipulated the situation. We had trusted them, and instead of being partners, they treated us like an opportunity to exploit.

Alexandra T.

I had the pleasure of collaborating closely with InSocial for our digital marketing, graphic design, and customer service needs while working at a QSR brand.

From the outset, InSocial demonstrated remarkable diligence, consistently going above and beyond to ensure our objectives were not only met but exceeded. Their team exhibited a rare blend of creativity and professionalism, making every interaction a delight.

One of the standout qualities of InSocial is their timeliness. They consistently delivered on their promises, keeping our projects on track and ensuring timely completion. Their strategic approach to every aspect of their work was evident, and it played a pivotal role in the success of our campaigns.

Moreover, the analytics provided by InSocial were nothing short of outstanding. They offered deep insights into the performance of our marketing efforts, allowing us to make informed decisions and refine our strategies for even greater effectiveness.

In summary, I wholeheartedly recommend InSocial to anyone in need of digital marketing, graphic design, or customer service solutions. Their commitment to excellence, coupled with their exceptional skills and expertise, make them an invaluable partner for any business. Working with them was truly a pleasure, and I look forward to continued collaboration in the future.