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

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.

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.

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 sharing your experience, and we’re very sorry it didn’t meet your expectations. We completely understand how important quick and clear guidance is when you’re on a paid plan.

During your session, our team did respond promptly and several issues were already resolved - for example, your SEO checklist score improved after fixing meta descriptions and image alts. However, we recognize that our step-by-step chat guidance may still have felt slower and less actionable than you hoped.

To follow up, we’ve also reached out via email with a proposal for a clearer way to handle the issues so you don’t have to wait step by step in chat. If you’d like, simply reply to that email and we’ll be happy to continue supporting you.

We appreciate your input, which helps us improve how we guide and communicate with merchants, and we hope to have another chance to support you better.

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 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