Avada SEO Speed Image Optimize

Dear ELORI Jewellery store owner,

Thank you for sharing your feedback with us. We're sorry for the difficulties you experienced and understand how frustrating it must have been.

I'm pleased to inform you that we've recently introduced a new feature that allows you to duplicate your theme and select the theme to apply speed optimization directly from your end. This enhancement ensures that your theme stays up to date, addressing the issues you encountered.

We are committed to continuously improving our app and hope this new feature will meet your expectations. If there's anything else we can assist you with, please feel free to reach out.

Best regards,
Esther from Avada

Thank you for sharing your feedback. We’re sorry to hear that your experience with our app didn’t meet your expectations, and we’d like to address the concerns you’ve raised for the benefit of other potential users.

1. Regarding changes made without consent:
When installing our app, you were prompted to grant permission to edit specific sections of your store, and the installation proceeded only after you provided consent. Here's a screenshot for a better illustration: https://prnt.sc/KcQYp07e2swz

These changes are essential for the app’s functionality and follow Shopify's strict guidelines. The app’s processes were approved by Shopify before the app was published on their platform, ensuring that we fully comply with Shopify’s policies.

More importantly, at Avada, your store's security is of utmost importance to us. Please be assured that we take all necessary precautions to ensure that your store's data and information are safe and secure. Our team strictly adheres to the confidentiality of our customers' information and will not make any changes to your store without your approval.

2. Residual components after uninstallation:
This situation is common with any app that integrates with a Shopify store by adding components. Once the app is uninstalled, it loses access to your store, making it impossible to remove the code automatically. However, we always recommend reaching out to us before uninstalling, and we can trigger an automatic cleanup to ensure no residual code remains.

We believe that experienced Shopify users, particularly those who frequently install third-party apps, understand these standard procedures. Should you have any further concerns or require assistance, our support team is always here to help.

Best regards,
Esther
Customer Success Lead

Hello SonerWatches Team,

Thank you for your feedback regarding our Avada SEO Speed Image Optimize app. We're really sorry for the inconvenience you’ve experienced.

Regarding the sitemaps you mentioned, in some cases, when the app is removed from your Shopify store, our code or traces might remain but will be disabled. This happens because we lose access to the theme files immediately when you uninstall our app. To help with this, we’ve prepared a detailed guide outlining the steps to take after uninstalling the app, which includes instructions on handling the sitemaps:
https://docs.avada.io/seo-suite-help-center/faqs#what-do-i-need-to-do-after-uninstalling-app.

As for the website speed, we understand your concern that the app seemed to slow down your store, which is contrary to its intended purpose. Since you installed the app just a day before, we’re not sure if you had the opportunity to utilize the speed optimization features fully. We would greatly appreciate it if you could reconsider reinstalling the app. Our team is ready to assist you in optimizing your website's speed and ensure you benefit from all the app's features.

Please let us know if you're willing to give it another try, or if there’s anything else we can do to help. We are here to support you and make sure you have a better experience with our app.

Thank you for your time and understanding.

Best regards,
Avada Support Team

Dear Two Wombats store owner,

We apologize for the frustration you've experienced with our support process. We understand the importance of efficient and effective assistance, especially when dealing with technical inquiries. Your feedback is invaluable, and we're committed to improving our support system to better serve you.

We've sent a follow-up email to your account email to address any concerns you may have.

Look forward to hearing from you!

Hello Jenny,

We're sorry to hear about your experience, but we'd like to address your concerns:

1. Code Changes Without Permission:
Prior to making any modifications to your theme code, we sought your explicit permission. You were fully informed of this process as you gave us the collaborator request code and approved our collaborator access request. We have the chat history to substantiate this. Therefore, the assertion that we made changes without your consent is not accurate.

2. Impact on your live store:
As previously discussed, the speed optimization was performed on a duplicate theme and did not affect your live website. Furthermore, the issues you reported were not found when we checked your website immediately after your report. It is highly unreasonable that changes made to a duplicate theme, which was never published, could affect your live site.

3. Annual Charge:
It is standard practice for Shopify apps with recurring subscriptions to charge for the full cycle, even if the app is used for a short duration. This policy is common across Shopify and familiar to long-term users. In your case, the charge was for a yearly plan, which you subscribed to.

4. Contact at inconvenient time:
We sincerely apologize for contacting you around midnight. However, we did not ask you to edit your review. Our intention was solely to follow up on the issues and ensure that all your concerns and refund requests were being addressed. We have the chat history to confirm this.

We will update you regarding your refund request via email.

Best regards,
Esther

Please accept our sincerest apologies for any inconvenience or frustration caused.

Concerning the billing issue you previously mentioned, we took immediate action to support you and offer you options to rectify the situation as soon as the concern was raised. We already applied an app credit to cover the charges for both the annual and monthly plans.

Additionally, I would like to address the concern you mentioned about our app slowing down your site. I couldn't find any previous mention of this issue in our chat history. Please re-install the app so we can look into this.

At Avada, we always prioritize our customers, and we would love the opportunity to assist you further. Please let us know how we can make this right.

We hope to turn your experience around and look forward to hearing from you soon.

Best regards,
Esther

Thank you for your feedback, and we're truly sorry for the inconvenience this has caused.

We understand that our speed-up feature might have affected your website negatively. This feature can sometimes cause issues depending on the unique combination of your theme and other third-party apps you may be using. Each theme has its own unique structure, and when combined with other apps, the speed-up feature might not always be compatible with certain elements. However, our technical support team is always ready to assist in ensuring that the app works seamlessly with your website, considering the presence of other apps.

We also apologize for the delay in providing a solution at that time. The customer support agent who assisted you was new and did not handle the situation as well as we would have hoped. We sincerely regret this and appreciate your understanding.

At Avada, we always prioritize our customers, and we would love the opportunity to assist you further. If you ever consider using our app again or need SEO advice, even without using our app, please feel free to contact us. We will do our best to support you with anything within our capabilities.

Best regards,
Esther
Avada Customer Success Lead

Dear Next Cosmetics store owner,

Thank you for sharing your feedback. We truly value your opinion and would like to address the concerns you raised.

Firstly, please understand that we always respect our customers' opinions, and the timing of writing a review is entirely up to you. We never pressure our customers to leave a review and our agent requested feedback only after addressing your concerns and ensuring you had no further questions.

Regarding the Image optimization issue, your images were optimized and reduced by 4.24KB after compressing 95 images; however, the summary doesn't display this correctly. We sincerely apologize for the issues you encountered. We appreciate your feedback and are working diligently to resolve this issue promptly.

Regarding the HTML sitemap, the HTML sitemap pages created in the "Pages" section are only generated when you enable the HTML sitemap feature in the app. They are not created automatically. While Shopify does have a built-in XML sitemap, our feature provides an additional HTML sitemap for enhanced navigation.

We hope the above explanations clarify your doubts. Please reinstall the app so we can assist you in setting it up seamlessly according to your needs.

Thank you for your understanding and patience.

Best regards,
Esther
Customer Success Lead

Dear Botánica Orisha store owner,

Thank you for sharing your feedback. We sincerely apologize for the issues you experienced with Avada SEO Speed Image Optimize and understand your frustrations.

We've investigated thoroughly. Our findings indicate that our app's code was completely removed from your theme, making it unlikely that these issues originated from the app. Nonetheless, we are committed to resolving these issues and ensuring your satisfaction. I've sent you an email. Please reply to my email for further assistance.

Additionally, I can confirm that your subscription was canceled at the time you uninstalled this app.

Thank you for your patience and understanding. We look forward to hearing from you soon.

Best regards,
Esther - Customer Success Lead