JoinBrands Reviews 

Joinbrands has been an amazing addition to our company. The team is super helpful, and they’ve really helped us kick off our TikTok Shop.
Thanks, Joinbrands!

Don't bother if you are based in the UK.

We had a series of absolutely awful creators and content that I paid good money for. Just basic creators you can get for free by sending a sample on TikTok Shop.

Because I purchased a bulk campaign there is also no refunds so £600 down the drain for a bunch of outragously crap posts.

The support team at Join Brands is amazing. I haven’t seen this kind of customer service response in a very long time. They are always willing to help. They Follow Up to ensure that your problem is taken care of. And they treat you like a human being not just a number. Kuddos to the team. I am a huge fan.

I created a campaign with Joinbrands, but I realized immediately that I had made a mistake and tried to cancel it right away. The creators in the campaign were completely unsuitable, so I contacted their support immediately after placing the order. They refused to refund me.

Their customer service is terrible they don’t actually try to help. Every reply sounds like it’s been typed into ChatGPT with zero real effort or understanding. There is no genuine interaction, no attempt to solve the issue, nothing.

This company feels like a scam. They take your money instantly but refuse to fix obvious mistakes. I had to contact my bank to dispute the charge and get my funds back because Joinbrands simply wouldn’t do the right thing.

Stay away from this company. They are unprofessional, unhelpful, and not worth the trouble.

I’m just starting out with Join Brands and they have been so helpful. When I have a question, they are right there to help. I’m so excited for this journey with them.

I originally would have adjusted this review and re-rated JoinBrands five stars based solely on the CEO’s response. However, before I could, the customer support manager reported this review for defamation, which was disappointing. The CEO seemed surprised, and I hope he takes that as a serious indicator of what it’s like dealing with the platform’s support team.

That said, I genuinely hope the business fixes its customer support issues and succeeds. I don’t like impacting anyone’s job, but the behavior and attitude of the support team negatively affect both the founders and users trying to work with the platform.

⸻

The Experience

We hired JoinBrands for three creators at $600 each, but were charged $3,600 instead of $1,800. Later, the creators reported non-payment, and JoinBrands cited a “subscription retainer” classification after billing.

Throughout the process, customer support seemed slow and confused, sometimes providing incorrect information—for example, instructing us to cancel and restart campaigns, then later saying we shouldn’t have. They also told us we’d be charged continuously as long as the jobs remained open (even if creators hadn’t been paid out yet) but never clarified that the funds hadn’t actually been used, or whether we could pause the top-up without ending engagements.

We tried to advocate for the creators to ensure they were paid, but instead, customer service refunded us—leaving creators unpaid. We were worried about directly paying them, not wanting to violate platform terms or leave creators uncompensated.

The founders personally reached out, apologized, and clarified that the extra funds had been placed in our platform wallet as a balance—not used. They explained that it was part of a new experimental module and shared plans to improve billing clarity, timing, user experience, and support training to prevent similar issues. A+ response in actually doing a root cause analysis and dedicating real effort to improving it for everyone.

They earnestly requested feedback, contacted affected creators, and handled the situation with genuine professionalism and care. Their response was 11/10—exactly how leadership should respond and a great example for other founders.

They also clarified how creators could be paid and authorized us to self-pay them from the refunded funds without penalty, which we appreciated as a fair and thoughtful resolution. We just want to make sure it’s fair to small creators and to us.

⸻

The Issue with Support

Unfortunately, before everything was fully resolved, this review was reported for “defamation”—despite being factual. That’s concerning, and the comment below does not reflect the truth that the customer support manager (who was copied on the thread) should already know.

The leadership team appeared frustrated by the support team’s actions, and I believe that’s where most of the problems lie. The founders were absolutely professional and sincere, but the support team seemed undertrained often giving generic or inaccurate guidance—sometimes even advising actions they later said were mistakes. Every team has challenges during growth, and I hope this one is resolved internally.

Response times were slow (often 20+ minutes per reply leading), leading to hours-long conversations that went nowhere. The team often seemed more focused on denying responsibility than actually helping resolve issues.

You can even see evidence of this in how they replied here—without leadership’s authorization—which further illustrates the disconnect.

⸻

Final Thoughts

I truly don’t wish harm on anyone, but the customer support experience was really difficult: long waits, circular answers, and poor listening, especially when creators struggled to upload their work. Most frustrations stemmed from support, not leadership. At times, conflicting advice between support and creators created additional roadblocks. This may only pertain to the specific new module we used.

If JoinBrands invests in well-trained, responsive support, it could be a genuinely great platform and we might even be persuaded to use it again if customer support is improved.

⸻

Rating Adjustment
• +3 stars for leadership’s exceptional response
• –1 star for customer support’s handling and reporting actions on Trustpilot

Let me explain the entire incident here -

I created a 3 videos campaign 45 days ago. And one of the videos was already delivered last week. Before I could accept the delivery, there was another creator who wanted to deliver the video, and due to the ratio mismatch of 4:5 and 9:16, she couldn't deliver the video. I reached out to the support team asking for a resolution on how I can accept this video. The support had a classic resolution for me to cancel this and create a duplicate campaign as always.

I didn't want to do that as I've already done that in the past, and I asked for an alternate solution. Maybe accepting the video in the same aspect ratio as the video was made, or taking the delivery in a Google Drive as a one-time exception. But that was not an option as per the support. I want to highlight here that the platform is poorly built with zero flexibility for anything that we want to do in the platform. The only solution we have is to cancel the campaign and create a new campaign. Imagine we can't even rename the campaigns.

Anyway, an apology, the support person offered me a full refund for the job. And just when I thought that the team actually cared about the customer experience, I got a new surprise. She went ahead and cancelled the job and processed the refund. She never mentioned about cancelling the job before, else I would have never agreed to that. And not only she cancelled the job, she cancelled the entire campaign with all three videos and three jobs. And I'm suspecting the main reason for this would be the classic flaw on the platform that wouldn't allow her to cancel one job in the campaign.

I lost that video also since I haven't received the delivery of the first video. Again, when I reached out for a resolution, I was suggested that classic resolution of creating a duplicate campaign. I didn't want to, but I had no option, so I did that. I created the new campaign and invited all the same creators again. It has been over two days. One of the creators returned the product and so she isn't accepting to work again to go through this hassle. And the second creator who had delivered the videos said she is not accepting because of the video time length mismatch for the price. She had already made the video and delivered the video, but now she doesn't want to cooperate because she know the last job has been cancelled. Anyway, as per the suggestions, I created a new campaign, increased the price amount for the increased time frame, and invited the creator again. What I get in response after 24 hours is that she is still not willing to cooperate & deliver the video she has already delivered before.

And now the support is again suggesting to hire a new creator. I'm not sure if the support understands the depth of this. It's not about just hiring creators and getting videos made. We do something with these videos. The video that is not being delivered was supposed to be run in a marketing campaign last week. If I'm going to hire someone new, I have to ship the product again, and the creator will take a couple of fixes. I would easily lose a few weeks for this new video. What about the opportunity cost and the potential losses that I am having because of this?

Summary -
1) The entire mess started with the platform not having the flexibility of accepting the videos in different aspect ratios.
2) The support person cancelling the job without even asking me.
3) The support person cancelling the entire campaign and not just the job.
4) Both the videos are lost.
5) The creators used and returned the product, so this could not be sold and would be destroyed by Amazon. The product cost is $500, so straight $1000 loss.

Till now, I have done everything that the support team has asked me to do. Now, I think I deserve this videos after -
a) Shipping the product
b) Sending the script
c) Making 3-4 campaigns for the same job
4) And waiting for 45 days

I understand that if the support could have access to that video, they would have helped me get the video delivery. My major concern is the team doesn't understand that there has been a miss from their end and the potential impact that is causing because of that on my end. The team's entire focus is on stating the facts that the state system is built in such a way there is nothing that they can do, and that the entire focus is that I should be the one who should be understanding it. They keep on repeating that we would appreciate your understanding. And there is zero focus on actually making the customer experience better. Not even covering for the $1000 product cost loss due 100% of their mistake. I am done talking to the support. I am reporting to BBB & if they don't resolve it quickly I will take it legal for all the direct loss for the product but also the huge potential loss as we had to pull back on several marketing campaigns since I don't have the videos.

JoinBrands is an incredible platform with several incredible job opportunities. I'm really enjoying this experience.

I’m new to the JoinBrands platform, and I’ve been blown away by their customer service. I had an issue with a video upload, and even on a Sunday afternoon they helped me resolve it quickly! Every time I’ve reached out, they’ve been fast, friendly, and super helpful. It’s made getting started so much easier!

I am early on in the process for UGC with Join Brands and my experience has been stellar. They respond very quickly, I receive personalized and clear direction on what to do based on my questions. I am thrilled to have the opportunity to expand here on Join Brands.

I love working with Joinbrands. I'm brand new to UGC and this platform has made it SO easy to get started. They have different certifications that you can get and guide you through exactly HOW to create the content. It's so straightforward. They also provide very detailed feedback on how to improve your content, if it doesn't quite meet the certification standards. I've slowly been working on building up my portfolio. I started with nothing but pictures that I took at home. Now, I have a few videos, too. I slowly have been getting more jobs. The only thing is, you need to apply to hundreds of jobs to be approved for just a handful.

Love it so far have been able to start UGC content making on here and very responsive and quick service

Very kind, they help me a lot with my questions about the jobs and, above all, they give answers right away. They are good agents. ✅

I am a new UGC creator and recently joined JoinBrands as a way of connecting with brands. The level of service offered on JoinBrands is AMAZING. I have had several interactions with their customer support...let's just say..."Rookie mistakes"...well, at no point was I made to feel stupid for those mistakes. In fact, they were quick to react to my need for support, answered my questions, offered direction and encouraged me along the way to try again! You don't find this type of service with online companies. In fact, more often than not, you don't find SERVICE at all. I am a huge fan of JoinBrands as I start my UGC journey. Even though every person in support has been UNBELIEVABLE...I have to recognize Tihi as I have been lucky enough to have him as support a few times (when it felt like my hair was on fire!!) and Tihi walked me through exactly what I needed and off I went to my next big emergency! Can't say enough good things about JoinBrands.

Great experience is all I can say. I love the service. You definitely do not need the agencies that charges you thousands of dollars when you know how to use JoinBrands platform

Horrible first time experience. Paid and didn't get the video. Customer service was horrendous

In response to JoinBrands’ reply:
We did hesitate to reach out — because your AI chat reps make it nearly impossible to get to a real person. When I finally did, their response to my video being 12 days overdue (and still never delivered) was simply “oh so so sorry.”

I never got the video I paid for. Instead, I had to beg for a refund, and even then JoinBrands refused to cover the money I spent shipping the product out.

This doesn’t feel like a professional service at all. It feels like an AI-run business with no accountability, and the most effort I ever saw from JoinBrands was when I left this review on an outside website.

In response to JoinBrands’ updated reply:
For transparency, here is what actually happened:

I paid for a video and shipped my product, but I never received the video — even 12 days past the deadline.

After chasing repeatedly, I eventually got a refund, but JoinBrands refused to reimburse the money I spent on shipping.

My order was then cancelled and reassigned to another creator without my consent, and I was charged again.

Reaching support was extremely difficult. Most replies came from automated chat reps, and when I finally reached a person, the response was a generic apology and a link to the refund policy.

The only consistent response I’ve received has been here on Trustpilot — not by email.

I no longer want to use JoinBrands and simply want my money back. Future customers should know this was not just a delay but a failure to deliver and an unauthorized recharge.

One of things I really like about this brand other than using their services is how helpful they are!!!

I have asked for help a few times or came with questions when things didn’t seem to work properly and they always were really responsive and got the issue fixed. Really it’s one of the best things about them!!

I had a great experience with this company. Their customer service is extremely efficient -every time I reached out they responded quickly and professionally.
I highly recommended them. This is a trustworthy company

I joined JoinBrands a couple of months ago. While I am enjoying the platform (and making some extra fun money), I can honestly say I have never worked with Customer Support who are as amazing as JoinBrands! I don’t use them often, but when I do, they respond immediately! They’re professional and personable. Today, Saturday, I contacted them, thinking I’d have to wait until Monday for a reply. They responded within seconds and worked with me until my issue was resolved. That goes a long, long way with this 62-year-old content creator!