Faisal A. - Rosacare Rep

This agency is a complete mess, we made a huge mistake signing on with them. They completely sabotaged our business (RoseSkinCo.) in just 30 days. They took us from being a profitable business into a cash burning machine

When we signed on with them we gave them a 2 month heads up before they had to manage our accounts starting August 1, we filled out questionnaires in detail and provided all the information we could.

- First Call With The Team -

As soon as we had our first kick off call to meet the team at the start of our engagement it was clear it was a BIG mistake going with them. They had NO IDEA about our brand or products or even which channels they were supposed to manage. They had a full 2 months to learn about it. We literally filled out their questionnaires that provided a lot of info, and you can learn everything about our brand online by searching our name.

They also had offshore talent leading our accounts growth strategy and media buying. There is nothing wrong with offshore talent, we actually have some extremely talented offshore team members on our
Internal team. But it didn't feel like this would be the case here, it felt like they just needed to fill a seat and went with the cheapest option they could find.

We shrugged this off and said it was just a bad call and it would be better next time.

- Strategy Call -

It only got WORSE from there.

The next call was a strategy call which was a DISASTER. What they initially pitched us when we signed our proposal and what they proposed as a go-forward strategy were completely different.
They wanted to overcomplicate our media buying and the creative strategy was so bland and cookie-cutter.
We also got introduced to our media buyers who were all offshore, and after hearing them talk through their strategy it was clear that they were hired not due to their talent, but only for the cost savings it would bring them...

- Requesting New Team -

I reached out to someone senior and begged that the team gets changed. They changed out the more senior Americans, who weren't even involved to begin with and left us with the team that we were worried about!

Again, we decided we should give it a shot, "it's August, we can't possibly change partners now, Q4 will be soon."

- Begin Working On Our Accounts -

They started managing the accounts and we INSTANTLY saw marketing performance tank. We went from a 45% MER (which was already high) to a 55% MER. We kept asking what was going on, and kept getting generic responses.

- First Weekly Call -

When we got on our weekly review call the media buyers weren't even on the call! Whenever we asked questions about what's happening in the accounts we would just hear that "the media buyers are making minor changes".

- Major Mistakes Made -

After 9 days of hearing this same excuse, and watching the business go up in flames, I decided to do some digging myself, I realized that they cut our Snapchat spend by 70% among other channels.
This is a MAJOR change, 70% is no small number, this hurt every other platforms numbers as well. The worst part is that this move actually made our marketing efficiency WORSE.

Right away, I told them what I identified and told them to fix it. They started increasing budgets without any strategy in mind, it was clear that the media buyers were extremely inexperienced. On Meta they were duplicating tons of adsets and spending $50 per adset, completely inefficiently. A strategy like that, that is so fragmented, hasn't worked since 2017, I have no idea what they were trying to do.

- Continued Declining Performance -

As the month went on performance only got worse, I would continue to tell them to adjust their media buying, it seemed like there was no hope. On our last call of the month of August, I announced to them that we would like to part ways. They took our business from being profitable to a cash burning machine. They had no idea what they were doing and felt no remorse for destroying our business.

After some discussions, someone internally echoed my thoughts and completely agreed that they destroyed our accounts and they didn't have the manpower to take us on in the first place.

- They Scam Us -

It was promised we would get a refund for the month of August and that we could terminate our contract.
On September 1st we were charged the monthly fee for September and we are YET to receive a refund. They've acknowledged how badly they sabotaged our business and agreed to refund us, but are now ducking us and literally SCAMMING US.

They took a business that was running profitably and lit it up into flames right before our peak season. We are now scrambling to build an internal team of marketers.

Signing on with Structured was probably the biggest mistake of my career.