IconReviews of icon.com

Response from Icon· May 17, 2026

Régis, we are sincerely sorry for the disappointing experience. I can completely understand why you/team felt like this was a scam. To put it simply, our early billing flow failed to require explicit confirmation and our cancellation process itself was buggy. This is now fixed: we’ve added clearer billing confirmations before any charges and self-serve cancellation in the dashboard. We now make sure that our customers are fully aware of any plan changes + of their cancellation options. None of that undoes your bad experience and it's totally fair for you to be skeptical until we earn your trust back. If we owe you a refund, please reach out to [email protected] :-) - Kennan (Founder)

Response from Icon· May 17, 2026

Alliance Connectivity, we are really sorry we left you feeling this way and we apologize for the frustrating experience. A lot of our issues stemmed from poor output quality as a result of depending too much on AI in our workflows. We’ve fixed this by adding a human in the loop; output quality has drastically improved. If you're open to sharing specifically what went wrong for you, please reach out to [email protected]. We'll process a full refund where appropriate and make things right. Appreciate the honest signal :-) - Kennan (Founder)

Response from Icon· May 17, 2026

Kate, we are so sorry for this. Output quality should have been much better, and you should not have gotten overbilled. We’ve since fixed the billing flow to require explicit confirmation. We’ve also pivoted away from the AI-only workflow that caused those ad quality issues. We now work with real human creators and incorporate human review throughout every part of the creative process, and ad quality has drastically improved. If you haven’t received your refund yet, reach out to [email protected] and we’ll get it done today. Would love the chance to earn back your trust :-) - Kennan (Founder)

Response from Icon· May 17, 2026

Kevin, we’re really sorry for the experience you had with us. We had a billing bug that didn't register cancellations correctly - resulting in overcharges that should not have happened. We’ve since fixed that billing logic and have made sure cancelled accounts are never charged again. If we haven't refunded you yet, email [email protected] and I'll make sure it's processed immediately. Working with Icon isn’t for everyone, but our current team is very committed to our mission. We’re always here if you ever want to give us another look :-) - Kennan (Founder)

Response from Icon· May 17, 2026

Boris, we deeply apologize. Getting charged $400 without explicit authorization and then not hearing back from support is unacceptable on both fronts. To be honest, our 2025 billing flow didn't require explicit confirmation for certain plan changes and our support was understaffed. This was a terrible experience for our clients and we have since fixed it. We've reworked the system so any charge requires explicit confirmation. We’ve staffed up on our support team so we can respond to inquiries asap. Sorry we blew it here. If we haven't refunded you already, please reach out to [email protected] and we'll process it immediately. - Kennan (Founder)

Response from Icon· May 17, 2026

We apologize for the disappointing experience, Jelmer. A lot of our issues in 2025 stemmed from relying too much on AI for output quality. It was a mistake that we didn’t think we needed humans in the loop. We now work with real human creators and added human review in each step of the creative process. I’d love to hear more about where we let you down specifically if you’re open to sharing :-) - Kennan (Founder)

Response from Icon· May 17, 2026

Lou, we are so sorry for the terribly frustrating experience. To be honest, the AI models we relied on in 2025 fell short in output quality. On top of that, the platform itself was glitchy and we did not iron out all the bugs like we should have. We've since stopped focusing on AI ads. We now work with real human creators and with humans to review the output for every brief. We've also heavily invested in platform stability - the bugs and hallucinations you mentioned are now gone. If we haven't refunded you already, please reach out to [email protected] and I’ll make sure it gets handled right away :-) - Kennan (Founder)

Response from Icon· May 17, 2026

Michael, our deepest apologies for this disappointing experience. We didn’t deliver in ad quality because we relied too much on AI. We should have recognized this much earlier. We’ve since shifted away from AI tools to a human-led model - we work with human creators and incorporate human review throughout the creative process. We’ve also invested in platform stability and tripled our support team. We’d love to show you the difference in quality now. Going to do everything we can to make this right :-) - Kennan (Founder)