Avada SEO Image Optimizer

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 there, thank you for taking the time to share your thoughts. We completely understand how frustrating it can be when it seems like your work might be lost after canceling a subscription, and we want to assure you that this is not the case.

When canceling or downgrading from a paid plan, all work already saved or synced to your Shopify store, including optimized images (with file size and alt text), titles/descriptions, and meta tags edited via SEO Audit, as well as 301 redirects created, will remain intact and will not be reverted.

Only settings that exist exclusively within the app are reverted after cancellation. This happens because those paid features depend on the app’s running code to work. Once the subscription ends, the related code becomes inactive. This approach ensures your store isn’t left dependent on any feature you no longer use; it’s designed to be transparent, secure, and fully in your control.

Please rest assured that we never create any obstacles for customers who wish to cancel their subscription.

We truly value your feedback and hope this helps clear things up. Our goal is always to make sure you feel informed, supported, and confident when using Avada.

Thank you for your feedback. We’re sorry to hear the app felt hard to use.

SEO can definitely seem technical at first, especially for new users. That’s why our app includes full user guides and 24/7 customer support to help explain every part of the process whenever needed.

It might help to know that there are two main parts of SEO:
- Technical SEO: handled mostly by automation. Features like Image Optimization, Google Structured Data, Meta Tags, Speed Up, and Broken Link Manager can automatically improve your store’s technical foundation once the initial setup is complete.
- Content SEO: where human input matters. This involves writing clear, keyword-rich and meaningful descriptions that help search engines understand the context and intent of your pages - things only real people can create naturally.

It’s been a while since we last heard from you, and we’d be happy to walk you through the setup again step by step to make sure everything still works smoothly for your store. Our team can absolutely help you fix the technical issues using the app’s automated features. For anything that can’t be fixed automatically, we’re happy to check and fix it for you whenever possible. For content-related areas, we’d love to guide you through one sample product page together so you can easily apply the same approach to the rest of your store.

Regarding pricing, your annual plan already included a 17% discount compared to the monthly plan, plus a small extra discount for the first year. We believe this represents fair value for the automation tools and dedicated support provided.

We truly appreciate you giving the app a try and are always here to help you make the most of it.

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.

We're truly sorry that your plan was unexpectedly downgraded. We've already restored your Pro plan in the app – could you please check and let us know if everything looks correct on your end? This was not something we ever intended, and we deeply apologize for the inconvenience. Our team is currently investigating the cause to make sure this doesn't happen again. We would never want to take your payment without delivering the service you signed up for.

As for the issue with your search results, we understand how concerning that must feel. You installed the app in 2023, and we couldn’t find any previous messages from you mentioning this. Even though it's unlikely the app caused the drop, we take your concern seriously and are more than willing to help you investigate. Please reply to our email so we can look into this together.

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

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

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

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.

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