Air Product Reviews App & UGC

Hello team,

Thank you for taking the time to share your feedback. We’re sorry to hear about your experience and truly appreciate you pointing out these issues.

Regarding the app enablement, you’re absolutely right. There was an issue that caused the app to repeatedly prompt merchants to enable it. Our team is investigating this thoroughly and trying to prevent it from happening again.

About previewing reviews, we’d like to clarify that Shopify enforces strict policies around review authenticity, which means we cannot allow merchants to create or publish fake test reviews. That said, to help with design and layout preview, our app does include sample reviews that are shown only for preview purposes and are never published as real customer reviews. You can see an example here: https://capture.avada.io/i/LTgkFwnTo7BM

We also noticed that you didn’t have a chance to contact our support team before leaving this review. Our team is always happy to assist with setup, walkthroughs, and UI guidance, and we often help merchants get everything working smoothly in a short time.

If you’re open to it, we’d really appreciate if you consider reinstalling the app. It would allow us to assist you directly and make sure the app works as expected for your store. We’re committed to improving both the product and the experience for our users.

Best regards,
Air Reviews Team

Merci d’avoir partagé votre retour.

Nous comprenons votre cas d’usage, en particulier pour les boutiques qui vendent des produits uniques ou en quantité limitée et qui retirent les produits une fois épuisés. Dans ce contexte, se baser uniquement sur des avis produits peut effectivement être contraignant, et les avis au niveau de la boutique prennent tout leur sens.

Actuellement, l’application se concentre sur les avis produits. Cependant, nous tenons à vous informer que votre retour a bien été transmis à notre équipe Produit. La fonctionnalité d’avis boutique fait déjà partie de notre roadmap et est en cours de préparation pour le développement, avec une sortie estimée le mois prochain.

Nous vous remercions sincèrement d’avoir pris le temps de partager votre expérience. Ce type de retour nous aide à améliorer l’application afin de mieux répondre aux différents modèles de boutiques.

Hi Smarttan team,

Thank you for taking the time to share such detailed feedback, and we truly appreciate your kind words about our support team.

We’re sorry to hear that Air Product Reviews didn’t fully meet your expectations, especially around multilingual support. We’d like to clarify and address the points you raised:

1. Manual translation for review content
At the moment, review content is translated automatically. Manual translations are not yet supported because this feature is closely tied to review syncing and scalability, particularly for stores with a large number of reviews. That said, your feedback has been shared with our product team, and we’re actively exploring better solutions for this use case.

2. Manual translation for widget interfaces
Manual translation for the widget interface is actually supported. Merchants can switch the store to the target language, edit the widget text fields manually, and then re-sync via the Multi-language feature. We’ve also recently added Estonian and Finnish to better support different markets.

3. Review import file requirements
We apologize for the confusion here. The product ID column is optional. As long as the product handle is provided, the import will work even if the product ID field is left empty. We agree this should be communicated more clearly and are improving our documentation.

We genuinely value feedback like yours as it helps us improve the product. If you’re open to it, we’d be happy to support you further and revisit your setup should you consider reinstalling the app.

Thank you again for sharing your experience.

Best regards,
AirApps Support Team

Bonjour,

Nous sommes vraiment désolés d’apprendre que vous avez rencontré une expérience frustrante avec notre application. Nous vous présentons nos sincères excuses pour les bugs et les plantages que vous avez rencontrés ainsi que pour les désagréments causés à votre site. Bien que nous testions les fonctionnalités avant leur lancement, il est clair que dans votre cas, nous n’avons pas été à la hauteur, et nous en assumons l’entière responsabilité.

Notre équipe travaille à améliorer la stabilité et la fiabilité, et nous vous avons déjà contacté par e-mail pour faire le point sur les problèmes que vous avez mentionnés. Nous respectons pleinement votre décision et espérons sincèrement que vous envisagerez de réessayer notre application à l’avenir, une fois les améliorations mises en place.

Merci d’avoir partagé vos commentaires — ils nous aident à nous améliorer.

— L’équipe support Avada

Hi Hera Team,

We're truly sorry for the experience you had with our app and the frustration caused by the situation.

Regarding the template changes, we’ve looked into this and believe the issue may have been caused by a glitch in the app. We’ve since restored the correct content, and our development team is actively investigating to ensure this doesn't happen again in the future.

We want to apologize for the response you received from our support team—it was never our intention to blame you for the issue. The comment about saving the template was meant to gather more details for our investigation, but we understand how it came across and how upsetting that must have been. We will be addressing this internally to ensure it doesn’t happen again.

We greatly appreciate your patience and collaboration in helping us resolve this. Please feel free to reach out directly if you have any further concerns.

Thank you again for bringing this to our attention. We're committed to improving and making sure you have a better experience moving forward.

Best regards,
AirApps Support Team