in this case
- A customer pays $575 for a premium resume service but says the final product is useless.
- See how “no-refund” policies and “buy now, pay later” services create a difficult loop for consumers who want a refund.
- We’ll show you the key steps to take when a company admits fault but still won’t issue a refund.
Justin Czerniawski pays $575 for premium resume help from TopResume, but he’s unhappy with the results. When TopResume refuses a refund, he turns to a consumer advocate for help.
Question
I paid $575 through Affirm for TopResume’s “executive tier” resume service, but what I received was a poorly reformatted version of my original CV and a generic cover letter. Despite multiple requests for a refund, TopResume insists their no-refund policy applies — even though they assigned me an inexperienced writer and admitted fault by offering reassignment.
Affirm sided with TopResume, claiming the company’s terms protect them.
I’ve found dozens of similar complaints online, and TopResume has an “F” BBB rating. After months of calls and emails, a manager promised a refund but later ghosted me. Now I’m stuck paying a loan for services I never fully received. How do I escape this loop and get my money back? — Justin Czerniawski, Roswell, Georgia
Your voice matters
This story highlights the frustration of paying for a professional service and not getting what you were promised. Now we want to hear your thoughts.
- Have you ever hired a service like a resume writer and been disappointed with the outcome?
- How do you feel about “no-refund” policies when a service is subjective or fails to meet expectations?
- Have you ever had to dispute a charge with a “buy now, pay later” service like Affirm? How did it go?
Answer
TopResume should have honored your refund request the moment it failed to deliver the premium service you paid for. But if it didn’t, the company should have given you the refund a representative promised you after you complained.
There were a few things that troubled me about your case. TopResume is one of the largest resume-writing services, but as you note, the reviews are problematic. Researching the company before you make a purchasing decision is always a good idea.
Also, I think you already have a great resume. In fact, it was so impressive that TopResume’s writers couldn’t really improve on it. Finally, I’m not sure if I would have financed a purchase like this. Not all debt is bad, but I’m not sure if this qualifies as “good” debt. When I asked you about this, you said you used Affirm because of the zero percent interest but would have had no problem covering the cost.
Read more insightful reader feedback. See all comments.
“No refund” policies should not shield a company from providing substandard or undelivered services. There are consumer laws that protect consumers from businesses that do that. It looks like TopResume acknowledged a problem with their work by reassigning your resume to another writer.
Affirm, as your financier, also bears responsibility: Federal regulations require buy-now-pay-later providers to investigate disputes fairly, not blindly defer to a merchant’s terms.
You did everything right by documenting every interaction. Your paper trail was key to making your case. Next step: Escalate to TopResume’s executives using the contacts on my consumer advocacy site, Elliott.org. By the way, I also publish executive contacts for Affirm, in case you want to appeal the review.
There were a few problems with the correspondence. First, a representative called you to offer a refund, so you didn’t get the promise in writing. Always get that in writing, just in case the company tries to ghost you. And second, it looks like you turned down TopResume’s offer to fix your resume, saying you had lost confidence in the company’s ability to deliver its product.
During a dispute process, a company like Affirm will ask TopResume to show that it tried to deliver the product you ordered. Your refusal might have weakened your case and helped TopResume win the dispute.
Still, you shouldn’t be left with a resume you can’t use. I contacted TopResume on your behalf.
“TopResume stands by the resume they developed, feeling it was a strong asset that effectively captured the complexity of Justin Czerniawski’s background,” a representative told me. “While resume feedback can be subjective, the team believes the version provided would significantly support his job search. However, they understand that Justin felt the document didn’t meet his expectations, and as a result, they are proceeding with the requested reimbursement.”
When a professional service disappoints
Your guide to getting a fair resolution.
Document everything
Keep a complete record: the initial service agreement, all email and chat communications, and the final product. A strong paper trail is your most important tool.
Give them a chance to fix it
Before demanding a refund, give the company a chance to correct the work. Be open to a revision, but be clear about your expectations. Refusing any offer to fix the problem can weaken your case later.
Get promises in writing
If a representative promises a refund or a specific resolution over the phone, ask them to confirm it in an email immediately. A verbal promise is hard to prove if the company later “forgets” the conversation.
Dispute the charge
If the company refuses to help, file a dispute with your credit card or financing company. Provide your complete paper trail to show that the service was not delivered as advertised. This is your most powerful tool.
Is TopResume failing to deliver?
When you pay for a premium service and get poor results, you deserve a resolution. If customer service isn’t helping, it’s time to contact an executive. Get the TopResume executive contacts
What you’re saying
Your comments on this story express a deep skepticism toward professional resume writing services. You question their high cost and subjective value, and many of you believe there are better, cheaper ways to get help. The consensus is clear: a service like TopResume is a risky investment with no guarantee of a good outcome.
-
It’s a “crapshoot” service
Many of you, including George Schulman and JenniferFinger, argue that resume writing is “very subjective.” Since different recruiters and employers want different formats, you feel that paying for a one-size-fits-all service is a gamble that’s unlikely to pay off.
-
Better options are often free
Why pay hundreds of dollars for a rewrite? Readers like box_500 suggest that you’d be “better off running your resume through Grok for free.” The most common advice was to save your money and ask a friend in your field to review your resume instead.
-
Paper trails win disputes
As top commenter Jennifer states, this case is a powerful reminder to “always need promises in writing.” You agree that a verbal offer of a refund is worthless and that a documented paper trail is the only way to hold a company accountable.
