Shady renewal and refund (beware) The service is OK, I suppose, but the renewal and refund policy are very shady. They do not disclose that it is a renewal system, then when you want to cancel even before the next period starts they do not refund.

Paid for their service that was quoted… Updated: Submitted another request after the second charge for a refund and it was processed for the original amount as well as the second charge. Upgraded to 3 stars since the service itself isn't that great for what is advertised as well as having to go through contacting them a second time to fix the issue. Paid for their service that was quoted as being for "Content Editing" it took me over an hour to log into the machine it was that slow. I work as a network engineer so I've dealt with VM's and know when it's something on my end or with the server itself. So I contact them for a refund because this machine won't even run a web page without problems let alone edit content I assume that means video editing or something of that nature. I expected them to issue the refund without a problem. They didn't respond for a week so I forgot about it and assumed they would just issue the refund. Not only did they not issue the refund they extended the service that was garbage and I didn't want and then they charge me an extra 30 dollars 2 months later out of nowhere. TLDR; Service was not as advertised for speed and capabilities. Refused refund and charged again for service that wasn't being used.

Their system hasn't worked for days… Their system hasn't worked for days now. DAYS. No, it isn't partially working. No, it isn't glitchy. No, it isn't working AT ALL. NOT AT ALL!!!!!! Their "support" page on their website doesn't work (it won't allow you to submit a message). Their phone number directs you to their support email and doesn't direct you to a human. And I am a paying customer.

Mostly good experience resolving network issues. After some months of flawless use, I ran into an issue where my shell VM was unable to connect to the internet, which also meant that I was unable to use Remote Desktop to get to the dedicated IP for my VM. Good news: I did get response through the support/email channel - first attempt by Shells tech support to reset my network stack did not work, but subsequent attempt did. (I'm not sure why one worked and one didn't). So I am grateful. Bad news: That first attempt didn't work, and then it was another 15 hours or so until the second attempt was made, so I was offline for what seemed like a kind of long time. But glad to be back online now. Ongoing hope for improvement (and reason for 4 instead of 5 stars) - the support mechanism and channel for communication seems fragile and unreliable. I have other support issues (not nearly as important) that seem to languish, and the support queue is opaque from my end -- I can't see a list of open tickets and how they are assigned within the Shells organization -- all I get are emails - and some of the support entry points from Shells seem to work and some don't, and the support website itself seems to be down..... and I hear from Shells that they have responded to some support tickets (by email) where I haven't seen the response, and I have checked my spam folder, and nothing is there.... so when something goes really wrong, I always have a bit of a concern that I might not be able to get attention, and I can't know what is up. I haven't found a system status page..... so that entire support infrastructure could really use the improvement to get this service from 4 to 5 stars in my (very grateful) estimation!

Ok experience but for their price not the best This review has been edited from a bad experience to ok, due to their subsequent prompt improvement actions. Overall experience is not bad. I decided to try Shells.com because they seem most economical with their yearly subscription for a cloud virtual desktop. First off, their public ordering webpage is quite lacking some important details and is overly simplistic; only trying to boast themselves and stated "Risk Free 7 day money back guarantee". If you try their "build your own Shell" (customize the machine) it's some bizarre interface where you input a whole-number and they scale different specs based on that number... Anyways, ordered their Shells Pro package which they display as USD $24.95/month, which is a little misleading because after you click it, a small bubble pop up shows that price is for yearly subscription, while the price is actually $35.95/month for monthly subscription. Ok, so I go for their yearly subscription ($299.40/year). Easy check out with credit card. Now the problems start, I try to start and setup the virtual desktop and apparently there's and additional $9/month charge for Windows licence. What's more, if I try to buy it, it must be bought for my whole year subscription ($108)... so I can't even really try out their service unless I fork out another $100... I decided to cancel and refund. They do not have any automatic system for this; need to submit a request by messaging their support staff. After submitting the refund request, then it's slow (hours between their replies) email correspondences for me. They ask me why I want to refund. In the same email they tell me to note "If your refund request is not confirmed within 48 hours it will be archived and you will have to file another refund request". So I tell them the reason and confirm I want a refund. Like 10 hours later they reply with a message hinting they could extend my access to offset the additional cost of the license, but they did not provide any real offer. I reply I re-confirm I want a full refund... Anyways, the 48 hrs is about to lapse soon and I'm going to submit another request for refund... Afterwards: So with my second request they promptly replied and gave me the full refund and suggested I can try their discount deal on a partner seller site. For the price and package from the deal, their service is unmatched. So overall the reason for the 3 stars: - 1 star because they have hidden fee that is not presented before purchase (at least not clearly presented). - 1 star because for their regular price (that is $24.95+$9/month = $33.95/month pre-paid yearly) at least one of their competitors that I have used before offers a similar machine (4 Pcrs,160GB Strg, 8GB RAM, Unlmtd use) for almost the same price (but without the pre-paid yearly). However, the machine from the competitor performs noticeably better.