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We have been with Rewind for over 1 year now, and we just came across an overcharge of $6 per month over our $10 per month subscription. When we asked why? we were told " oh you are in the old subscription " which is 65 orders per month". Yet we NEVER got an email to upgrade or enhance our subscriptions, There must be over 200 customers being effected by this, which to me is shady business. Why did you not automatically upgrade the customer who had 65 orders per month since they are paying $10 and the 200 orders per month is only $9? why were you taking an extra $7 per month from your customers?
When we asked for a refund or a credit the answer from support was " No so we did charge you accordingly for the plan you were on, if you would like to switch plans today you can avoid overage charges in the future"
When we asked for when exactly was the new subscription introduced to we can back track it and only get a refund from that date onward we were told " I do not have an exact date as to when the order based plans were introduced. "
This is shady and not good honest business, we will raise this concern to shopify and we will delete this app immediately.
This is our story, honesty is key in any business, and being grandfathered in a subscription has always been the case with many companies, but unfortunately not this one.
Take from this what you will.
We understand that being billed more than you were expecting can come as a shock. At all times we do our best to be as transparent as possible about historical plans and we will never force anyone to change a plan that’s working for them.
The plan you had originally signed up for came with overage charges. This is not something we attempted to conceal and something that at the time was clearly listed on our page. We would backup your store up to 20,000 items - and for every 2500 extra items above that threshold we charged $2.
This plan became a grandfathered plan in the wake of new plans we introduced in 2019, but as many of our clients were getting a better deal on the old plans, we didn’t force anyone to upgrade - nor could we even if we wanted to in accordance with Shopify’s billing procedures.
We understand however that despite all this, it did come as a surprise which is why a full refund has been initiated with Shopify’s billing team. Our support team is also more than willing to help you upgrade to our new plans which will save you some money if that is what you want to do. Please contact us at help@rewind.io or reply to any of our outreach to you.
The restores don't work. I have had 1 major and 1 minor restore, and both failed. You can't get any answers quickly, and my issues never get resolved. I was never able to recover the deleted information in a restore.
Hi there,
We are sorry to hear your restores did not work as you expected. We have been following the progress on your current ticket and are happy to say that both our Support and Development teams worked quickly and have gotten to the bottom of it! It looks like the Restore worked how it was meant to, but there appears to have been some confusion around Rewind functionality, and how the items originally appeared at the time(s) you chose to restore back to.
Please be assured that we will always work with you to restore your data as quickly as we can and as accurately as we can.
We kindly ask that you respond to our email or get in touch with our team at help@rewind.com as we would love to keep discussing this with you!
Today i have used the restore of date 13-AUG-2023 even 12-AUG-2023. This app not bringing my site back to normally, while my site was working perfectly fine till 14-AUG-2023. Is there any responsible person from your team to fix my issue. It is a serious issue
Hi there,
We’re sorry to hear that your restore did not work as anticipated! Our team has been following the progress on your current ticket and can confirm that both our Support and Development teams worked quickly to investigate this for you. It looks like the theme Restore worked how it was meant to. Still, there appears to have been some confusion around Rewind functionality and how the items originally appeared at the time you chose to restore back to.
Please be assured that we will always work with you to restore your data as quickly as we can and as accurately as we can.
We would love to continue having a conversation with you and share what we can do to help assure you of our commitment to backing up your data. We value your feedback and are committed to providing you with a positive experience with Rewind. We kindly ask that you respond to our email or get in touch with our team at help@rewind.com as we would love to keep discussing this with you!
We use Quantity Breaks from Bold Commerce. Been using it for years. Products C500 to C599 and other products were added to Quantity Breaks because the Price Breaks had "Disappeared". Rewind destroyed all our additions to Quantity Breaks. If point of fact we have over 1100 products in Quantity Breaks. REWIND REMOVED Over Two Thirds of our products from
the price grid we set up 3 to 4 years ago. Use Rewind at your own risk.
Rewind cannot make any changes to third party applications - we have no ability to modify the data in any application other than the ones we backup - Shopify, Mailchimp and QuickBooks Online. Please contact our support team so we can provide assistance and determine what happened. We reached out to you by email and phone immediately after seeing this review.
A backup service that doesn't allow you to access the files being backed up, absolutely worthless. Don't believe 5-star reviews, this company just buys them.
We pay monthly fees and no backups are made. Support does not give us an answer. We recommend using another app. Pagamos cuotas mensuales y no se hacen copias de seguridad. El soporte no nos da una respuesta. Te recomendamos que utilices otra aplicación. Wir zahlen monatlich Gebühren und es werden keine Sicherungen vorgenommen. Der Support gibt uns keine Antwort. Wir empfehlen ein anderes App zu verwenden.
Hi Julia,
Thank you for choosing Rewind to backup your store. We’re happy you were able to resolve this issue with Logan from our Support Team. It looks like with Logan’s assistance you were able to access your Rewind Vault where all of your historical Shopify store data (since the first day you installed Rewind) is securely stored.
We kindly ask our customers to get in touch with our team at help@rewind.com with any issues prior to leaving a review. We have a dedicated Support Team available 7 days a week to troubleshoot, help restore data or access your backups, and answer any questions you may have.
I don't have very many products and signed up for the free plan. I don't know how it's possible that they are now charging me $ 8-month fee as saying I have 5000+ records when I don't even have a hundred products. Slimy, sneaky people. Distrust very much! Oh, and they have a no refund policy!
Thanks for choosing Rewind to backup your store. We have a very flexible refund policy that will refund any charges to customers who aren't happy with our service.
In your case, you were being billed for the total number of items in your backup, not just the number of products. This would have been explained when you subscribed to Rewind.
We'd be happy to refund you the $8 fee - simply contact us at help@rewind.io or 1-855-5-REWIND and we'll refund you the full amount.
They charged me without asking me.I dont recommended!!!! this is not honest.I'm very angry!!!!!!!!!!
Hi there,
As we bill through Shopify, we must receive your approval prior to being able to charge you. We can see that you selected and approved the charge for your plan on June 11th, 2019 at 2:49AM EST. Regardless, if you feel you may have selected the wrong plan or weren't happy with the product, we will gladly refund you. Please contact our help team at help@rewind.io to arrange for your refund.
I have it since a few years. Never used it. But now I went over 1000 orders a month they want to x10 the price. It seems they want to get their piece. But I am fine keeping it at the 9 USD a month.
I have restored plenty of time, but nothing happened, and the customer service always not there to help.
Hi There,
We have noticed that you posted this review on the same day you installed Rewind Backups. It is not possible to restore to a point in time before Rewind was installed.
When you install Rewind, we start to save versions of your data. At any point in the future, you can go back to one of our saved versions. Unfortunately, you can not go back further than your install date.
We hope our coverage is helpful to you moving forward,
Maura Woodman
Product Manager, Rewind