Avada SEO Speed Image Optimize

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

Thank you for your feedback.

We sincerely apologize for any inconvenience you may have experienced while using our app. We would like to take this opportunity to clarify a few points regarding the issues you mentioned:

1. Drop in Google Search Ranking:
Google’s algorithm typically requires several weeks or even months to update search rankings based on changes made to your store. Since you only used the app for five days with minimal modifications to the settings, it is unlikely that the app significantly impacted your ranking. However, we are more than happy to investigate this issue further for you. Please respond to our follow-up email so we can take a closer look.

2. Site Crashing Issue:
Our speed optimization tool offers two implementation options: applying changes directly to your live theme or to a duplicated theme for safer testing. We always recommend using a duplicated theme first to avoid unintended conflicts—especially if your store uses custom code or third-party apps. Certain optimization features may not be fully compatible with all themes, which can occasionally lead to issues if applied directly to the live version.

Please be assured that any changes made by our app can be fully reverted. Furthermore, our technical team is available to assist with any compatibility checks and ensure a smooth integration with your theme.

We would recommend reinstalling the app so that we can help you properly set up everything for your storefront. Please let us know how you’d like to proceed, and we’ll be happy to assist you.

Thank you for your kind understanding.

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.

Thank you for sharing your experience, and we’re truly sorry for any confusion or disruption you may have encountered. We'd like to clarify a few important points for transparency, especially for other merchants who may be concerned.

1. Regarding the theme installation
Our app does not install any new theme from the Shopify Theme Store. The theme named “Avada Assets – DO NOT REMOVE” is automatically created solely to store your original images, so you can revert to them at any time after using the image optimization feature.

This theme is never published or activated on your store. It has no impact on your storefront or live theme, and it can be safely left in your theme list without concern.

You can find more details in our help center: https://docs.avada.io/seo-suite-help-center/faqs#what-is-avada-assets-do-not-remove

2. Regarding code changes
According to our internal logs, your store only installed the app and performed an SEO checklist rescan — no other features were used.

Additionally, since your account was on the Free plan, the majority of advanced features that could make impactful changes to your theme were not accessible at all.

Our development team also confirmed that the app does not alter custom code or README files. The only action taken upon install is the addition of a lightweight include snippet, which does not interfere with your theme’s structure or custom logic.

We genuinely believe this may have been a misunderstanding or an unrelated issue that happened to coincide with the app installation. That said, we take all feedback seriously and are more than happy to investigate further if you can provide any documentation or specifics about what changed.

3. Note on theme compatibility
Our app is compatible with customized themes, not just stock themes or new stores. Many of our users run highly customized Shopify sites with a wide variety of themes, and the app works well for them. If there’s ever any difficulty during setup or integration, our technical support team is always available to assist.

If you’re open to it, we’d love the opportunity to support you directly and ensure everything is working as expected. Our team is always here to help.

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

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

Hi LidRax team,

Thank you for your feedback. We're very sorry for the confusion regarding the Free plan’s image limit. At the time you left your review, we had just updated our pricing and promptly reflected this on the Shopify app listing. However, the documentation and in-app details hadn’t been updated yet, and that was our oversight.

We completely understand how this could be frustrating and truly appreciate you pointing it out. The information will be fully updated immediately across all platforms to avoid further confusion.

We also noticed that your store is still quite new. Besides image optimization, Avada SEO Suite offers several other SEO tools—such as meta tags optimization, basic structured data, and an SEO checklist—that could be especially helpful as you prepare your store for launch.

We’d love to invite you to reinstall the app and explore these features. Feel free to reach out to us anytime via live chat or email—we’re more than happy to assist you along the way!

Thank you again for your feedback—it helps us improve.

Best regards,
Esther
Avada Team

Hi Duckwells,

We're sorry to hear about your experience. We always assist with code removal upon request, but after checking our records, we couldn’t find any emails or messages from your store regarding this issue.

To ensure we resolve this for you, we have just sent you an email offering assistance in removing any remaining code. Please check your inbox and reply so we can proceed. You can also reach us directly at support@avada.io.

Looking forward to assisting you!

Best,
Avada Team

Hi Katherine,

Thank you for sharing your experience. I’m truly sorry for any confusion regarding your Pro plan subscription. From our system, we can see that your upgrade was processed successfully, but it seems there might have been something unclear on your end.

If you had reached out to our support team at that time, we would have had the opportunity to assist you immediately and clarify everything. We offer 24/7 in-app live chat support, always ready to help whenever something doesn’t seem right.

I’ve also sent you an email to follow up on this — please reply to it so we can fix this together. We’d love the chance to make things right and support you further.

Your feedback is invaluable, and we'd appreciate the opportunity to turn your experience around.

Best regards,
Esther
Avada Team

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