Avada SEO Vitesse & Images

Hi Maximiliano,

Thank you for taking the time to share your feedback. I completely understand how concerning it is when your store's page speed is affected.

We have carefully investigated the performance issue you reported. You mentioned that a specific API call was slowing down your store's LCP: /api/get_geolocation?shop=dafeac.myshopify.com (sales-boost.simesy.com)

After checking the domain of that request, we found it comes from another app provider (Simesy), which was installed in your store. Furthermore, we have documented evidence, including saved PageSpeed Insights reports from the theme our team optimized for you, confirming that this issue is not caused by our app.

In fact, looking at Shopify's own Web Performance report for your store, your real-world LCP has actually improved since installing Avada. Our team has put significant effort into optimizing your store's speed and removing 'spoofing' scripts, and we are confident these optimizations were working as intended.

Regarding customer service, our team was actively supporting you throughout this process, with multiple agents and our technical team working on your case. We acknowledge that the communication around the most recent issue could have been faster, and we take that feedback seriously.

As for the refund, we have not received a refund request from you through our support channels. We have reached out to you directly via email with full details and evidence, and we would love the opportunity to walk through everything with you and resolve any remaining concerns.

Best regards,
Esther

Ciao Roberta,

Grazie per aver condiviso il tuo feedback. Siamo rimasti sorpresi nel leggere questa recensione, poiché durante le nostre conversazioni in live chat questo problema non è mai stato menzionato. In precedenza, la tua esperienza era stata valutata con 5 stelle.

Al momento non disponiamo di dettagli specifici riguardo al problema SEO o a Google Merchant a cui ti riferisci. Dai nostri registri di sistema risulta che siano state effettuate solo ottimizzazioni di base tramite la checklist, come modifiche ai meta tag e agli H1, interventi che non hanno la capacità tecnica di rimuovere la visibilità nei motori di ricerca o azzerare le performance SEO.

Abbiamo inoltre notato che sullo store sono installate diverse altre app SEO e di gestione dei contenuti, che in alcuni casi possono interagire tra loro e influenzare il modo in cui i motori di ricerca elaborano i dati del sito.

Ti saremmo grati se potessi fornire informazioni più specifiche sul problema, così da permetterci di effettuare un’analisi approfondita. Ti abbiamo già inviato un’email di follow-up: ti invitiamo a risponderci così da poter collaborare per trovare una soluzione.

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Hi Roberta,

Thank you for sharing your feedback. We were surprised to read this, as during our live chat conversations this issue was never mentioned. In fact, prior to this, your review reflected a 5-star experience.

At the moment, we do not have specific details about the SEO or Google Merchant issue you’re referring to. From our system logs, only basic checklist optimizations were performed, such as meta tag and H1 adjustments, which do not have the technical capability to remove search visibility or reset SEO performance.

We also noticed that multiple other SEO and content-related apps are installed on the store, which can sometimes interact with each other and affect how search engines process site data.

We would truly appreciate it if you could provide more specific information about the issue so we can investigate properly. We’ve sent you a follow-up email to better understand the situation. Please reply to us there so we can work together to resolve this.

Best regads,
Avada Team

UPDATE: After thorough investigation, we identified the root cause of the issue and confirmed it was not related to Avada. We reached out via email with a detailed explanation and proof. While our emails were read, we unfortunately haven't received a response yet. We remain available and happy to assist if needed.

IMPORTANT: The claims in this review directly contradict the findings from the reviewer's own Shopify Support conversation. Below are the facts with screenshots as evidence.

Shopify's own technical team investigated this store and confirmed:
- The flagged redirect to xnxn.win is "NOT from Avada,"
- "Avada has left NO residual scripts or redirect rules,"
- "Everything on Shopify's side is completely clean."

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Thank you for your feedback. We take every review seriously, and because this review contains several claims that directly contradict the findings of Shopify's own support team, we want to share the facts transparently so other merchants can make an informed judgment.

During our support conversation, the reviewer shared screenshots of their exchange with Shopify's technical team. Here is what Shopify actually found:

1. "The redirect to xnxn.win is NOT from Avada."
Shopify identified this as a pre-existing spam/bot trap redirect UNRELATED to our app. The review attributes this to Avada, which is factually incorrect.
We have screenshots from the reviewer's own conversation with Shopify Support confirming this: https://capture.avada.io/i/SBA4YTmvDu04 and https://capture.avada.io/i/CMWdiU0yhgmx

2. "Avada has left NO residual scripts or redirect rules"
This is a direct quote from Shopify's advisor, confirming our app left NOTHING behind after removal. The review claims we left "residual malicious code", Shopify's own investigation says otherwise. Please check this screenshot: https://capture.avada.io/i/Ci7hOmAUlf5b

3. "Shopify explicitly confirmed that Avada overridden canonical tags" - this is NOT what Shopify said.
Shopify's exact words were that Avada "MAY HAVE overridden" canonical tags - a hypothesis, not a confirmation. This was later resolved by the advisor's finding that canonical tags were fully restored to Shopify's default.
Screenshot of Shopify's original statement: https://capture.avada.io/i/JoNkwAkRPkTg

Furthermore, this hypothesis is baseless as our app does NOT have any feature that edits or overrides canonical tags. Canonical tags on Shopify are managed natively by the platform itself.

4. "Shopify's team identifying their scripts by name."
We reviewed the very screenshots that the reviewer shared with us from their Shopify Support conversation (as mentioned above) and NOWHERE in those screenshots does Shopify identify or mention any specific Avada script as causing the issue. Shopify advisor later confirmed exactly that: NO residual scripts remain. As addressed in (2)

5. Regarding the "injected trailing '?' into my URLs":
As explained above, our app does NOT have any feature that edits canonical tags or modifies URLs. The features the reviewer used during their 2-day installation were Alt text optimization, Meta tag, SEO audit, and broken link manager, none of which have the capability to inject characters into URLs.
Additionally, this issue CONTINUED TO PERSIST even after all app code was completely REMOVED from the store, which strongly indicates that Avada was NOT the cause.

6. What we did:
When the reviewer reported their concern, although our technical investigation indicated the issue was unrelated to our app, we were still actively investigating to help identify the root cause. During this process, the reviewer requested immediate removal of all app code, which we completed within the same support session. We did NOT dismiss the concern, we acted on it immediately while explaining our technical findings.

7. What we cannot do:
We cannot accept responsibility for an issue that Shopify's own investigation confirmed is NOT caused by our app. We also received a demand for a compensation, which we could not fulfill as there is no evidence linking our app to the reported damages.

We work based on facts and evidence. We are sharing this publicly because we believe merchants deserve full transparency. If you ever experience any concern with our app, please reach out, we will always investigate thoroughly and honestly.

Best regards,
Avada

Hi there,

Thank you for sharing your feedback.

Regarding your concern, since the app was uninstalled after the 7-day free trial period had ended, Shopify automatically applied the subscription charge in accordance with its standard billing system. This is a common process on the platform once the trial has expired.

We’ve also contacted you via email to address your concern directly. Your response would be appreciated so we can assist you more effectively and provide any necessary support as soon as possible.

Hope to hear from you soon.

Best regards,
Nim

Thank you for sharing your feedback. We understand how critical accurate tracking is for any e-commerce business, and we take concerns like this very seriously.

After a deeper technical review, we confirmed that both Google Tag and Facebook Pixel in your store are implemented via Shopify’s Web Pixel system, not as standard third-party scripts in the theme. Because of this, our speed optimization cannot defer, freeze, or delay these pixels, even when JavaScript deferral is enabled.

Regarding the claim that Avada “blocked pixels to show a fake high speed score,” we want to be very clear. Avada has never engaged in any deceptive practices that would compromise tracking data or harm merchants’ businesses. Speed scores only have meaning when they reflect real user experience, and any form of manipulation to achieve higher scores would directly go against the trust our merchants place in us.

At the same time, our product is built to comply fully with Shopify’s technical guidelines. Any form of manipulating or faking performance metrics is strictly against Shopify’s standards, and an app engaging in such behavior would not be approved or allowed to remain on the platform.

We have reached out privately to offer a full end-to-end recheck, should you wish to verify everything together and ensure tracking and performance work correctly without conflict.

Thank you again for your honest feedback. It helps us improve both our product and our support process.

Esther
Avada

Thank you for sharing your experience. We’re truly sorry for the frustration this situation caused.

We’d like to gently clarify that image reverting is available for all merchants, including those on the FREE plan. Because reverting images is a technically sensitive process and can carry certain risks if done incorrectly, it is handled with the support of our technical team to ensure everything is restored safely.

During the conversation, our support team explained the revert process and offered assistance to restore the images safely.

At the same time, the issue was described in general terms as the images being “ruined,” without specific details on what had changed (such as sharpness, colors, or cropping). Without clearer details, it was difficult for us to confirm whether the changes were directly related to image optimization.

That said, we take feedback like this very seriously. Based on cases like yours, we’ve improved our workflow, and our CS agents can now assist merchants in restoring images back to their original Shopify-uploaded state more quickly and smoothly.

We appreciate the feedback and will continue improving both our product and support experience.

Bonjour Boutique des Arts Martiaux,

Nous sommes vraiment désolés d'apprendre que votre expérience n'a pas été à la hauteur de vos attentes. Nous pensons qu'il s'agit d'un malentendu, car nous vous avons envoyé 3 emails pour vous guider à réserver une démonstration via le lien correct, mais vous avez continué à utiliser l'ancien lien.

Quoi qu'il en soit, nous sommes heureux que vous ayez finalement eu une session avec notre chef de produit. Après cet appel, il vous a envoyé 2 emails de suivi, mais nous n'avons pas encore reçu de réponse de votre part.

Nous espérons pouvoir régler cela rapidement et efficacement. Merci de bien vouloir vérifier vos emails et nous faire savoir si vous avez des questions ou des préoccupations supplémentaires.

Nous restons à votre disposition et espérons avoir de vos nouvelles très bientôt.

Cordialement,
Avada

Hello,

We’re very sorry to hear that your experience didn’t meet your expectations. We completely understand how confusing it must have been to see unexpected redirects and SEO changes not working as intended.

Our developers have confirmed that Avada only redirects URLs returning a 404 response; it cannot redirect active links. However, in rare cases, similar behavior can occur due to external factors such as third-party apps or cached routing rules, even after our app code is removed, which means it may not necessarily be related to Avada.

Regarding SEO metadata, please note that even when meta tags are correctly implemented, Google often rewrites snippets based on search intent, so differences between your configured meta descriptions and what appears on Google are quite normal.

We’ve already reached out to you via email to understand more and investigate this further. We truly appreciate your feedback and look forward to your response.

Best regards,
Esther

Hi William,

We sincerely apologize for the difficulties you experienced with our support. Your feedback is invaluable, and we’re truly sorry for any frustration or inconvenience caused.

As soon as we received your review, our Customer Success Lead reached out to you directly to better understand your concerns and ensure a prompt resolution. We’re glad we could connect via WhatsApp and work closely with you to resolve the issue to your satisfaction.

At Avada, we are committed to supporting our merchants and continuously improving our service. Your experience has already led to additional training for our support team, and your case was handled as a top priority.

If you have any further questions or need support in the future, please feel free to reach out directly—we are always here to help.

Thank you again for your feedback and for giving us the chance to address your concerns.

Best regards,
Avada Team

Hi Androe,

Thank you for sharing your experience and for taking the time to test our app. We’re sorry to hear that the trial and billing process felt confusing - this is fully managed by Shopify’s system, and we understand it can be unclear for merchants who are new to the platform.

To clarify, all app subscriptions on Shopify are handled directly through Shopify’s billing flow. Before starting the free trial, Shopify displays all plan details, costs, and the exact billing date on the “Approve app charge” screen. Once the trial ends, the first invoice is automatically generated on the date confirmed in that step.

Please rest assured that there’s no financial trap involved. Everything about the trial and billing process is shown transparently by Shopify from the beginning. Our team has also issued a full refund according to our 30-day refund policy, and we hope this has fully resolved your concern.

Thank you again for your time and understanding. We wish you all the best with your store.