Avada AI SEO Image Optimizer

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

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.

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 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.

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.

Dear Not Very Vanilla store owner,

Thank you for sharing your feedback. We regret the issues you've experienced, and we want to clarify that they are not caused by the app. Allow us to address the concerns raised:

1. The app does not add or edit code unless features are manually activated:
Any code added to your site is solely for enabling specific features, and only after they have been manually turned on. Features are only applied when activated by users, and any changes made are under your control.

In your discussions with our customer support agents, it was mentioned that the ranking drop occurred due to changes in your URLs, but we can confirm that the app does not automatically modify URLs. After reviewing the logs, we see that only two pages were audited, which does not align with the claim that hundreds of URLs were modified.

Additionally, the other features you used, like image optimization and meta tag edits typically take several weeks to reflect in search engine results. Since your impressions and clicks dropped immediately after installing the app, this appears to be coincidental and unrelated to the app.

2. Fixing the indexing issue with the Pro plan:
It seems there was a misunderstanding here. Our app does not include any feature that fixes indexing issues. If you are referring to the Instant Indexing feature, it simply submits bulk indexing requests to Google Search Console but does not fix any indexing problems. The issue with your indexed pages was not caused by the app, and upgrading to the Pro version is not a requirement to resolve it.

3. Data sharing concern:
We strictly adhere to Shopify's privacy guidelines. We do not share, sell, or misuse customer data for any purpose beyond app functionality. Shopify monitors all apps closely, and any non-compliance would lead to removal from their platform. We assure you that your data is safe.

While we can confirm that the app is not responsible for the ranking drop, we are still here to support you. Please continue the conversation with us via email so we can further investigate and assist you in resolving any concerns.

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Regarding the update:

I completely understand your concerns and frustration regarding the decline in your site’s ranking. We acknowledge that diagnosing such issues can be complex, and we’ve been working hard to support you throughout this process.

As part of the Shopify ecosystem, we are proud to contribute to a community where app providers, theme developers, and agencies collaborate to help merchants like you succeed. Our primary goal is to assist in resolving any concerns, but I hope you understand that we cannot take responsibility for issues that our app did not cause. From our end, we’ve reviewed the logs and provided clear explanations, including why the app cannot be the source of the problems you’re facing.

We also want to clarify that we have never asked you to change your review from negative to positive. We keep detailed records of all conversations to ensure transparency.

While we’ve offered our support, it has been challenging without the cooperation we need, such as further clarification from Shopify or forwarding their explanations to facilitate more discussion. We’ve done everything within our power to assist, and we remain committed to helping you within our scope, even after you’ve stopped using the app.

We fully respect your honest review and value your perspective, but we hope for mutual understanding and cooperation so we can work toward a solution that benefits both sides.

Best regards,
Esther
Customer Success Lead