Avada AI SEO Image Optimizer

Hi there,

Thank you for sharing your feedback regarding our app.

I understand that it can be unexpected when you still find app-related code in your theme after uninstalling the app. When the app is installed, some codes are integrated into theme to support its features and functionality. However, once the app is removed, it immediately loses access to your store, so it cannot automatically remove all codes. Please rest assured that these leftover codes are inactive and no longer affect your store’s functionality or settings in any way.

We’ve reached out to you via email so we can assist you more directly. We’d really appreciate it if you could reply to our email so our team can continue supporting you in the most efficient way.

Hope to hear from you soon.

Best regards,

Avada Support Team

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

Hi there,

Thank you for sharing your feedback with us.

Regarding your case, since you previously used our paid plan then downgraded, the feature was automatically locked, which is why you could no longer make edits. That said, we were still able to assist you with the changes on our end.

Since the support agent handling your case was still new, we apologize that the correct solution was not provided right away. However, he later helped process the edit and carefully confirmed that the final result matched your expectations. We are glad that it's set up for you.

We also contacted you afterward to check whether you had any remaining questions or concerns. We would greatly appreciate it if you could get back to us and let us know how things are going now.

Best regards,
Nim
Avada Support Team

Hi there,

We're genuinely sorry for the stress this situation caused, and we understand why the timing right after installation felt alarming.

On the redirect: you looked into this together with Shopify, and their investigation showed the flagged redirect did not originate from Avada, with no residual scripts left behind after uninstall.

We traced the root cause to a third-party Microsoft/Bing Ads script on the store, and shared a detailed walkthrough with you directly so you could see exactly what was happening.

On the billing: when the free trial was skipped and the plan was upgraded, Shopify started a new billing cycle and automatically issued the invoice for that period — this is handled entirely by Shopify's system, not by us. Even so, we reviewed your request under our own refund policy and processed a refund, which you kindly confirmed receiving.

We completely respect your experience and how you choose to share it. We only hope that, with the full context in view, it can be seen in a fair and balanced light. We're here anytime you need us.

Best regards,
Avada

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

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.

---
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

Hi,
We are sincerely sorry for the inconvenience you experience when using our service. While accidents do happen, it's our job to own them by responding quickly and doing everything in our power to help you solve the issue.

As mentioned in the feedback, the ranking dropped 1000 positions in your keywords after one day of using our app. I would love to ask for more information to investigate the issue wisely.

1/ What target keywords do you see a decrease in the ranking? What pages(s) are you referring to? We appreciate it if you let us know which tool and how you measure the ranking. The more information we have, the faster we can do to find out the root of the issue.

2/ Our app has two main benefits: optimize store speed (instantly) and ranking (long term). That said, rarely, the ranking drops badly after a night due to an application installed. Note that it takes 3-5 days for Google to index any change made on your site. There are still possible causes, and it is great to have your collaboration to find out exactly the culprit!

We are seeking your help to do a full audit to diagnose the problem and repair the process to ensure you won't have to go through anything like this again. I'm confident your next experience with our employees will be up to the high standard that you've come to expect from Avada.

We have sent you a follow up email. Please check your email box for details

Thank you
Avada Support Team

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

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

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.