Avada SEO Speed Image Optimize

Hello Unicher store owner,

I sincerely apologize for the unsatisfactory experience you had with Penelope during support. We acknowledge that she could have handled the situation better by addressing your questions correctly without going back and forth and following up more effectively. She takes full responsibility for this, and she wants to personally apologize for the inconvenience caused. We’ve taken steps to ensure better communication and avoid unnecessary delays and confusion in the future.

Regarding the loss of images, after thoroughly reviewing the situation, we can confirm this issue was not caused by the app. According to the app's history, you used the Speed Up feature on a duplicate theme, which was not published, meaning no changes were made to your live site. Additionally, the Free plan only allows for the Basic Speed Up mode, which has minimal impact and cannot cause such issues. Furthermore, once the app was disabled, all its features were deactivated, yet the problem persisted, indicating that the issue was unrelated to the app and merely a coincidence.

As for the misunderstanding about using the app's features, please note that all of our features come with detailed user guides, allowing users to configure them on their own. Customer service is only there to assist when necessary, but manual operation from our team is not required for using the app's features.

We are glad to hear that your website has now returned to normal. Moving forward, we'd really like to turn your negative experience around – we wholeheartedly believe in this app and our customer-centric approach. SEO is undoubtedly a long-term strategy, and while it can be challenging for stores to see immediate results, it’s a process that requires time to yield outcomes. Since your store has launched recently, I believe there is room for improvement and plenty of opportunities for success. We are here to help ensure you get the most out of the app.

Best regards,
Esther
Customer Success Lead

We appreciate your feedback! 💙 Happy to hear you had a great support experience. Let us know if you need anything! 😊

Thank you for the nice feedback! We’re so glad Nim could assist you. Don’t hesitate to contact us anytime! 💪

Thank you for your kind words! We’re thrilled Ricky could assist you promptly and effectively. 😊

Hi,

We’re sorry to hear you didn’t have a positive experience with the app.

We completely understand that every merchant hopes for quick results. However, we would like to clarify for anyone reading this: SEO fundamentally requires setup, optimization, and ongoing effort.
There’s no SEO app — including ours — that can bring in immediate traffic without completing essential setup steps and content improvements.

In your case, our team had several support sessions to guide you through setting up features and fixing SEO issues. However, the setup was never fully completed — it was paused midway because it was perceived as too time-consuming. Without proper setup and consistency, it’s simply not possible to expect meaningful SEO results, no matter which tool is used.

Additionally, I personally reached out to you, pointed out critical issues on your store such as duplicate h1 tags, missing meta tags, and poor page speed performance, and offered to work with you to improve them. Unfortunately, the necessary steps were not followed through.

We’re always here to support merchants who are committed to building real, sustainable SEO results — because SEO is not magic; it requires proper setup and continuous collaboration.

Wishing you all the best with your future endeavors.

Best regards,
Esther

Thank you for your review! We're happy that Abby and our customer service team could help improve your store. Let us know if you ever need further assistance!

Thank you for your kind review! We're so glad that Pamela, Audrey, and Toby could assist you in providing the best experience for your customers. Don't hesitate to reach out if you need any further help!

Thank you for your wonderful feedback! We're glad Penelope, Raymond, Kevin, and Christian could assist you. We're always here to help with your SEO needs!

So glad Tiana could provide fast and easy solutions for you! 💡