Avada SEO Image Optimizer
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I'm compelled to write a review because of the shocking and pick-pocketed service I received.
Firstly, I would rate this app a MINUS. I had to put one star, otherwise the review can't be submitted.
I'm not going to rant a long review - but I will say these 3 key points why I'm disgusted with their service:
1) I paid for the Pro Plan features for 1 year up front. 6 months into the plan, the company withdrew all features and moved me onto the Free Plan. I raised this crucial point of 'I paid for this plan and still have 6 months left', and they told me to 'pay for the Pro Plan again if I want those features'. I never got those features again, so I cut my losses and deleted the app.
2) I thought I was making headway with getting them to understand my position with a man named CHRISTIAN from their customer service department. He said all the right things but failed to reinstate the plan properly which I paid for. Eventually he ceased any communication with me, then that told me everything!
3) The app itself was full of issues shortly after using it for a few weeks. I raised every issue I came across, only to be told 'it's Shopify's fault'. I made it very clear to them, every app I have through Shopify works works fine, even after any updates... except yours! They stuck to their excuse for the duration of my unfortunate experience until I left.
My experience is clearly not everybody's experience when you look at the reviews, but there are some who have had a similar bad experience like mine, so that leaves me to end this review by saying:
Avada - you done me wrong, and you know you done me wrong! I know Karma will come back to bite you for your two-bit customer service and pick-pocketing ways!
Hello iSAW Company,
We sincerely regret your experience and appreciate your feedback. We’d like to clarify what happened regarding your concerns:
1) Regarding your Pro Plan access: Your Pro Plan itself was never revoked. Christian had reinstated your access as agreed, but the Image Optimization feature remained limited, which was an oversight on our part. We have now fully restored this for you. We also sincerely apologize that the latest agent did not have full context when responding to your email, which led to the misunderstanding.
2) Regarding communication with Christian – We understand that you wanted to continue working with Christian. While he was following up on your case, due to an internal miscommunication, your latest email wasn’t routed to him. As a result, our team provided an incorrect response, which we truly regret. This was never intentional, and we sincerely apologize for the confusion.
3) Regarding app performance – We take all feedback seriously and are continuously working to improve both our app and our support processes. Your input helps us enhance the experience for all merchants, and we appreciate your patience as we make these improvements.
We truly value your business and would love the opportunity to make things right. If there’s anything further we can do, please don’t hesitate to reach out.
Avada Team
Managed to show above the header "Liquid error (layout/theme line 317): Could not find asset snippets/avada-seo-social.liquid" on every page for hours
Thank you for sharing your feedback. We sincerely apologize for the inconvenience caused by the liquid error displayed on your website. As soon as we were informed about the issue, our technical team worked promptly to resolve it, and the error was fixed on the same day.
We appreciate your patience and understanding during this process. If you encounter any further concerns or need assistance, our team is always here to help. Your feedback helps us improve, and we’re committed to ensuring a smooth experience for all our users.
I used to use the app when it was free and it helped me with redirects and image optimization, but then at the end of last month it started charging and my rankings started to go down. I uninstalled it thinking it was for something else and my rankings started to go up a bit, but since I still needed an app for redirects and meta tags and titles, I went back to the program by paying for their app. Now I agreed to use their paid version, I optimized through their app to make the page faster and my rankings have dropped to 20th when I was always at the top. Don't fall for this app - The worst thing is that every time you write to them and they can't solve something, it's just a coincidence that their turn has ended and it's been like this for 3 days.
Hello Elizabeth,
Thank you for your feedback and for taking the time to share your experience. We’re truly sorry to hear about the challenges you've encountered.
We understand your concern about the impact on rankings and want to reassure you that our app's goal is to support your SEO and site performance. We’d like to clarify a few points to address your concerns:
1. From our analysis, the ranking drop began before you subscribed to the paid version or used the Speed Up feature. However, we acknowledge how frustrating it must feel to experience such changes and are happy to assist with further investigation into potential causes.
2. About uninstalling and reinstalling the app: We understand that rankings seemed to improve slightly after uninstalling the app, but typically, changes in rankings are influenced by other factors and cannot be directly attributed to the uninstall action within such a short time frame.
3. Your experience with support: We also sincerely regret any delays in addressing your concerns during our support shift transitions. Our team is committed to ensuring you receive seamless assistance moving forward, and I personally will handle your case to avoid any gaps in communication.
We’d love to help analyze the ranking issue further, even if you decide not to continue using our app. We believe resolving this matter is important for your business, and we’d love the opportunity to continue supporting you.
Please don’t hesitate to reply to my message via WhatsApp or email so we can work together to find a solution.
Best regards,
Esther
Avada Customer Success Lead
I really don't understand. I have already given them the source code of the website theme, but they keep asking to enter my store backend. I don't understand what they are trying to do. The after-sales customer service basically doesn't understand technology, and keeps asking me to wait. The problem was not solved until she got off work, and then she replied that she had already gone off work and she couldn't solve the problem. I really don't understand why I was treated like this after becoming a member. I'm really angry.
Hi Emily,
I’m truly sorry for the disappointing experience you had with our service. Your feedback is invaluable, and I’d like to address your concerns to ensure we can make things right moving forward.
Regarding the request for backend access, I understand how this may have seemed unnecessary given that you had already provided the theme source code. To clarify, every theme is unique, and we often need to test our solutions directly on your store’s setup to ensure seamless compatibility without causing any unintended issues. We acknowledge that this wasn’t communicated clearly, and we’ll improve how we explain such requests in the future. I also appreciate your cooperation in sharing the source code with us and recognize that the agent you worked with could have handled this more flexibly. She should have collaborated with our technical support team to explore alternative solutions instead of insisting on backend access.
Melody, the agent who assisted you, is new to our team and has taken full responsibility for not fully addressing your concerns. We’re actively enhancing her training to ensure she can provide the level of support you expect and deserve.
I also want to apologize for the delay caused during the shift transition. While it’s true that shift handovers can sometimes result in slight disruptions, we have clear procedures in place to assign pending issues to the next available agent. This ensures that all customer concerns are continuously handled without interruption. Unfortunately, Melody did not clarify this process, which likely added to your frustration, and for that, I’m deeply sorry.
Lastly, I regret that the service you received did not meet your expectations, especially as a valued paid customer. I understand that paying for a service comes with higher expectations, and I’m sorry we fell short in this instance.
Thank you for your patience and for bringing these issues to our attention. I'd love to work with you regarding your pending request. Please reply to my email. I’ll personally ensure your concerns are resolved promptly.
Best regards,
Esther
Customer Success Lead
Do not use this app! We installed the SEO version to test its capabilities. The app added code to our site that tanked our Google ranking. We have worked hard to build our our sites ranking. After installing the Avada app our site dropped from 5K organic appearance's per day to 2K. Well over half of our previously indexed pages have are no longer indexed. We use Google search console to monitor our sites performance. The metrics dropped off a cliff after installing the app. According to the Avada app, we have upgrade to the Pro version to fix the problems it created. All of this mess just to test an app.
To add to this, a website that uses almost the same url (they just anded a "s") as popped up. I just read Avada has a history of "sharing" your data.
Update 10-15-24. "Ricky", who claims to be their SEO expert, refuses to help resolve issues their app has created. Their other support people have no idea what they're doing. Since we installed the app, we have lost over a sixteen months worth of site ranking progress and work. Our site traffic has dropped by 90% IN ONE WEEK. We have provided "Ricky" with GSC and Google analytics data to validate our claims and Shopify tech support has also verified that the Avada app is causing the issues. Ricky still insists that they are not culpable. He instead has the nerve to demand that we change our review on the Shopify App Store from a negative to a positive while at the same time providing ZERO help to reverse the damage. A vast majority of our business is from the web so our "evaluation" of Avada SEO has seriously damaged our business. If we could give AVAD SEO a rating of zero, we would. We now have Shopify and Google tech support involved to try and help us rectify the damage. We have also lodged formal complaints with Shopify and Google.
Dear Not Very Vanilla store owner,
Thank you for sharing your feedback. We regret the issues you've experienced, and we want to clarify that they are not caused by the app. Allow us to address the concerns raised:
1. The app does not add or edit code unless features are manually activated:
Any code added to your site is solely for enabling specific features, and only after they have been manually turned on. Features are only applied when activated by users, and any changes made are under your control.
In your discussions with our customer support agents, it was mentioned that the ranking drop occurred due to changes in your URLs, but we can confirm that the app does not automatically modify URLs. After reviewing the logs, we see that only two pages were audited, which does not align with the claim that hundreds of URLs were modified.
Additionally, the other features you used, like image optimization and meta tag edits typically take several weeks to reflect in search engine results. Since your impressions and clicks dropped immediately after installing the app, this appears to be coincidental and unrelated to the app.
2. Fixing the indexing issue with the Pro plan:
It seems there was a misunderstanding here. Our app does not include any feature that fixes indexing issues. If you are referring to the Instant Indexing feature, it simply submits bulk indexing requests to Google Search Console but does not fix any indexing problems. The issue with your indexed pages was not caused by the app, and upgrading to the Pro version is not a requirement to resolve it.
3. Data sharing concern:
We strictly adhere to Shopify's privacy guidelines. We do not share, sell, or misuse customer data for any purpose beyond app functionality. Shopify monitors all apps closely, and any non-compliance would lead to removal from their platform. We assure you that your data is safe.
While we can confirm that the app is not responsible for the ranking drop, we are still here to support you. Please continue the conversation with us via email so we can further investigate and assist you in resolving any concerns.
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Regarding the update:
I completely understand your concerns and frustration regarding the decline in your site’s ranking. We acknowledge that diagnosing such issues can be complex, and we’ve been working hard to support you throughout this process.
As part of the Shopify ecosystem, we are proud to contribute to a community where app providers, theme developers, and agencies collaborate to help merchants like you succeed. Our primary goal is to assist in resolving any concerns, but I hope you understand that we cannot take responsibility for issues that our app did not cause. From our end, we’ve reviewed the logs and provided clear explanations, including why the app cannot be the source of the problems you’re facing.
We also want to clarify that we have never asked you to change your review from negative to positive. We keep detailed records of all conversations to ensure transparency.
While we’ve offered our support, it has been challenging without the cooperation we need, such as further clarification from Shopify or forwarding their explanations to facilitate more discussion. We’ve done everything within our power to assist, and we remain committed to helping you within our scope, even after you’ve stopped using the app.
We fully respect your honest review and value your perspective, but we hope for mutual understanding and cooperation so we can work toward a solution that benefits both sides.
Best regards,
Esther
Customer Success Lead
Impressed by the 4.9 rating, I installed this app on the 5th and allowed theme customization to enhance speed. Suddenly, conversions dropped, but our developer fixed it on the 7th. The next day, all our listings vanished. Reporting to Avada revealed their theme customization was causing errors with our filter app, which Avada then rectified. The website's speed improved by 0.5 seconds, yet errors persisted, leading to significant revenue loss.
The support agents were responsive but consistently denied any issues caused by their app. Meta could not retrieve URL parameters, resulting in a dead ad performance.
After uninstalling Avada, the problems ceased. I advise caution or avoidance when considering installation.
Dear Espanshe Team,
I want to sincerely apologize for the disruptions you experienced while using Avada SEO Speed Image Optimize. It is never our intention to cause any inconvenience that might affect your store's performance, and we fully understand how important it is for your business to operate smoothly.
Upon review, it appears that the speed-up feature may not have been fully compatible with certain apps you are using, which contributed to the issues you faced. While the feature is designed to enhance performance, we understand that there can sometimes be trade-offs, and unforeseen interactions with other apps may occur.
Please rest assured that this is a rare case, and we are constantly working to ensure our app is compatible with as many third-party apps as possible. In instances where compatibility issues arise, these can typically be resolved by disabling specific features, allowing your site to return to normal functionality. Also, our technical support team is always available to assist, ensuring that the app integrates seamlessly with your store's setup.
Your feedback is valuable to us, and we are committed to refining the app to prevent similar issues in the future.
Thank you again for your feedback, and we look forward to assisting you in the future should you give us another chance.
Best regards,
Esther
Customer Success Lead
This is a terrible piece of software. Do not use any of its features. Without your knowledge, it can delete all your store's images and content, and the site you worked so hard to build will be gone.
Additionally, using its features requires the manual operation of their customer service staff. The ridiculous part is that their staff member, Penelope, kept asking me for my URL without explaining what she needed it for. After finally getting it, she went off duty… Then another person took over, wasting more time. In short, do not use this software under any circumstances.
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
This app has proven to be the most detrimental to my business. It has caused significant damage to my store images and website speed, necessitating the complete re-creation of my store from scratch.
Dear Ahmed,
We’re truly sorry to hear about your experience with our app and the difficulties it caused for your store. We understand the effort you’ve put into building your website, and it’s never our intention to create any inconvenience. We genuinely regret not having the chance to assist you before you decided to uninstall.
If we had the opportunity to assist you before you uninstalled the app, we would have definitely helped resolve the issue promptly. From our side, any changes made by the app are fully reversible, so rebuilding your store from scratch would not have been necessary.
If the issues occur after enabling our features, we’d love to investigate further and help you restore your store’s performance.
Your business is important to us, and we’re committed to making things right. If you’re open to it, please reply to my email, and we’ll do everything we can to assist you.
Best regards,
Esther
Customer Success Lead
We gave a test to this solution for over 3 months and we strongly suggest NOT to use it on your site.
Their support is super unreliable , they assign non qualified people whom only waste your time with useless questions and issues are forgotten by their dev team unless you bring it to their teams attention every day. Even in that case there are many times their team can't fix the issue.
The slution claims to do many things, but if you actually check things majority is not working;.
Meta replacements - broken and none functional.
Instant page - not correct at all and a marketing lie
Worst of all is , they implement functions and enable those functions default. When you try to disable those functions, you are presented with an option to upgrade to Enterprise package. Best of it , those functions are causing major issues on your site and you are stucked in a loop.
Forced to pay for a better package just to fix a bug on your site.
Do yourself a favour and stay away from this app
Hello Dutch Natural Healing Team,
Thank you for your honest feedback, and we sincerely apologize for the frustrations you have experienced. We take your concerns seriously and would like to address each point to clarify and resolve the issues encountered.
1. Support and issue resolution: Our records show that all issues you raised were addressed within 24 hours. Unfortunately, it seems updates did not reach you due to email miscommunication. We use the store owner's default email from the live chat, and we were not aware that you did not have access to this email. We apologize for this oversight and have taken steps to ensure we communicate through the correct channels moving forward.
2. Default function activation and upgrades: We want to clarify that our intention is never to force upgrades by creating technical issues. Our operation aligns with Shopify's standards, and we never meant to trick our users. The issue you experienced with a specific feature being enabled was a system error, and we are currently reviewing our processes to prevent such incidents. We apologize for any inconvenience this has caused. We have since disabled the problematic feature, and we are pleased to hear that your site's functionality has been restored.
3. Meta Replacements: We noticed that the meta tag rule you created did not include the necessary conditions for it to function. This is likely why you experienced issues. We have detailed documentation on setting up these rules properly here: https://docs.avada.io/seo-suite-help-center/search-appearance/meta-tags/meta-tags-rule. If you need any assistance regarding this, we are more than willing to assist.
4. Instant Page Feature: We take your feedback regarding the instant page feature seriously and would like to address your concerns directly. It's important to us that our features deliver real value, and we assure you that the development of each feature involves extensive research, development, and rigorous testing. Additionally, all our features undergo strict Shopify review processes before being made available to our customers. If there were any discrepancies with the functionality as you've mentioned, it would have been flagged by Shopify's quality assurance. We are committed to transparency and are more than willing to demonstrate the effectiveness of this feature to you. Please let us know how we can assist further in this matter.
We appreciate you bringing these matters to our attention, and we are committed to ensuring they are resolved to your satisfaction.
Best regards,
Esther - Customer Success Lead
The app slowed our store way down. Their support team said it was a bug on their side and their dev team was working on it. This happened during Memorial Day weekend during a busy sale. They said sorry for the inconvenience and there was nothing they could do.
We had to uninstall the app and go with a different one. This was especially frustrating since they had just billed us for the new month so we lost out on that money. Would not recommend this app for SEO or site speed
Dear UXO Supplements Store Owner,
We sincerely apologize for the inconvenience you experienced with our app, especially during such a critical time as Memorial Day weekend. We understand how frustrating this situation must have been for you.
I wanted to let you know that our support team has already reached out to you via email to address this issue further. We are committed to resolving this and ensuring that you receive the support you need.
Again, we are very sorry for the disruption and any impact it had on your store. Your feedback is important to us, and we are working diligently to prevent such issues in the future.
Thank you for your understanding.
Best regards,
Avada Support Team