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I usually try to avoid bad reviews. In this case, however, I want to warn you.
For over a month now, there has been an error where the booking widget on the website very often does not load and bookings are therefore not possible.
The result is lost customers and thus lost money.
Ok, things like that can happen, but the bad thing in this case is the support.
When I reported the error, I was told that the error had already been fixed. I had to prove the opposite. Then I was told that it was because my browser was out of date. Nonsense, I test several browsers in different (current) versions. Then I was told that it was only on Apple systems, which
After a month, they reported the problem as solved, but I was able to reproduce the error in seconds.
Either the support is completely incompetent or they are deliberately telling untruths. I don't know, but either way is bad and makes working together impossible.
Hi Oliver!
I do apologize for your recent experience! There was clearly some misunderstanding with the handling of this issue. We have been tracking this issue for some time, and haven't been able to truly derive a solution for it, because we haven't been able to reproduce it.
The records that we have on this issue have highlighted it to be "Device-specific". We were able to make the assumption that this is iOS related. However, we were not able to reproduce this issue on recent iOS versions and devices. It wasn't until last month (September) that our developers discovered that the widget wasn't loading for iPhone 11 Pro Max and on the version 13 iOS. So, we were only able to reproduce this widget rendering issue on iOS devices with the version 13 OS. We discovered this was due to the device and the browser being outdated. So, we had to update Babel on our end to convert the Javascript to a readable format for outdated iOS devices.
Part of the confusion in conveying this information to you was that the solution was released, but was then reverted due to some issues that arose, which was believed to be as a result of the deployed solution. The solution was then redeployed and this was confirmed around September 23rd, 2024. We were able to run tests on our end, and the widget now loads for older iOS devices. But unfortunately, it seems there are still instances of the widget not loading for iOS devices. The recent reports have brought to our attention that their might be an issue with how Safari is handling cache.
We have followed up with you to express our apologies, and we do hope that you can work with us to iron out this issue. Synchronously, we are working on updating parts of the app, that we believe will help to solve this issue for the iOS devices that are affected.
Thanks!
Success Team at BTA
If I could give it a lower rating I would. I have been dealing with this app and its lack of decent tech support for over two years. CONSTANT tech issues, which they have to walk me through a work around fix as they are so involved. And getting support itself is beyond time consuming. Days and weeks. Via email.
My latest issue has been happening at minimum the past several weeks. I figure out today that people are trying to book, mostly unable to, but occasionally making it through, Shopify is taking payment , and BTA is not recording date and time or even inputting into my calendar.. I go check and none of my services are properly booking. I email tech support for almost 2 days now. ZERO response. My booking is how I make my living almost 100%. I now have to somehow figure out how to set up an entire new booking system on the fly so I can make money to pay my bills. I’ve been wondering why there’s suddenly nobody booking. This is why, BTA non functioning app. Don’t download this awful app, you will absolutely regret it. Shopify needs at least one decent booking app option, because this is absurd. This is in addition to: double bookings, bookings made online on days I have blocked off, bookings that don’t even show up in calendar until after the appointment.
Clunky, non user friendly, but most of all nonworking and not reliable or even existent tech support.
Hi Crystal,
Thank you for taking the time to leave us your feedback. We really appreciate this!
We are aware that you wrote in over the weekend. Unfortunately, we don't have any support on the weekends, but we have been contemplating it, seeing that you had wrote in with an urgent matter that wouldn't have been noticed until early Monday morning. The moment the team logged on around 1am EST, they swiftly tackled your issue, and João was able to find a solution for you.
We will work on checking in occasionally over the weekends, to be able to pick up on cases like yours. We do apologize for the inconvenience that you had experienced 😔.
In regards to your issue, you were shifted from our theme code injection to the theme app extension which you can easily enable and disable in the theme's "Customize" view. If you ever need us, we are here for you! Also, we will be checking in on the weekends to ensure that we do not miss similar cases.
Thanks for sticking with us, and we do look forward to remedying the relationship that we have with you. Have a terrific week!
Kind regards,
BookThatApp Success Team
I can't explain or comprehend why this app is so user unfriendly. Doing anything simple, like changing the email address that emails are sent from, require so much more information and time than any of the other platforms I use.
Even adjusting email templates for Reminders, require HTML knowledge and competency with Liquid Variables! With the cost of this app, the time spent trying to brand it has been incredibly frustrating.
The good points are its flexibility for having courses (that run multiple weeks) or classes and lots of input details.
However these have been outweighed by my frustration in trying to do simple branding exercises on the platform.
If anyone has any suggestions on either how to make it easier or another app, I would appreciate it!
Hi there 👋
I can agree that the email templates aren't that user friendly. Which is why we are working on changing it. We will be making the template way easier to edit and customize. This is in the pipeline along with other awesome changes that are to come this year.
I have been suggesting to customers to use a "word to html" editor, such as this one (https://wordtohtml.net/email/designer) for the time being. When we implement our change, you will be creating custom email templates in a breeze!
Kind Regards,
BookThatApp Success Team
I don't even know where to start...
We have been using this app for 3 years, and it has been nothing but trouble. The first, and most pervasive problem we have been having with this app is overbooking. It has never honored the capacity that we set. We went over this with customer support for a couple years and the problem was never fixed. When the new "widget" came out, we were told it would solve our problems...
Customer support installed the widget, but they did not check their work. The number of tours changed from 2 a day to 3 a day, and at the wrong times. We came in the next day and there were 180 people overbooked for the morning tour. 180 people.
This might sound great for business, but we had to explain to an angry group, of just south of 200 people, that we could not accommodate all of them due to fire code occupancy regulations. It was a day from hell.
Customer service stepped in and made a much bigger effort (finally) to fix this problem. They did, but we now have a problem where reservations are dublicated, bringing down the total count, and losing us money.
I'm starting to think that this software is poorly written, where one problem begets another. Customer service has been very defensive when we point our issues (red flag), and it is obvious through email, that English is not their first language.
Stay away from this app. We have been spending a lot of time trying to switch to a new booking system but we feel very stuck. Run away.
Edit: I received this email from the developer a few hours after this review:
"Per our terms of service, we do not permit hostile stores to use our App. At this time I would like to notify you that access to BookThatApp will be removed in 24 hours (2019-01-23 15:15:59 +0000 UTC). At that time we will email you a csv file containing your upcoming bookings.
Sorry we were not able to work it out, and good luck with your store.
Thanks, Gavin."
It seems that they retaliate after bad reviews!
I used this app for classes and courses booking. However the performance of the app is so slow. Page loading is very slow and takes minutes before a complete a page is loaded. Have reported this but we were repeatedly told it due to some kind of network issue on our side. But, we have no issue loading any other apps or pages.
If you go over your bookings for the month you lose access to EVERYTHING. We have one event this month that pushed us to our limit. I've had this app for over a year and have old pricing. To upgrade I'd have to spend an extra $20/month and wouldn't have the option to downgrade again.
Now that I've hit the limit, the only thing I can see is the upgrade page -- none of our currently appointments that we paid for. I chatted with support and they said I won't have access to anything until the new billing cycle. I asked if I'd be able to just start a new cycle early and they said no. There's also no option to buy extra appointments for the month. They told me the only option is to upgrade.
Hitting my monthly limit and not getting more bookings is fine, but not being able to see the bookings I already paid for in my plan is not acceptable.
Hi 👋
Thanks a lot for your feedback! We are sorry to see that you were dissatisfied with your recent interaction with us. We do understand your disappointment, and would like to provide clarity on a few things:
"To upgrade I'd have to spend an extra $20/month and wouldn't have the option to downgrade again."
The plan you were on was a legacy version. The updated plan was increased more than once over the years. Also, you were advised that if you were to upgrade to any of the updated plans, you wouldn't have access back to the "Legacy" plan. If the plan no longer exists, then you wouldn't have an option to get back on that plan.
Another thing to add is that you didn't need to change your plan. You could remain on your "Legacy" plan until the new billing cycle starts and your quota is renewed. If you wanted to resume your bookings, you would need to upgrade your plan. But that would mean you wouldn't have access to the "Legacy" plan anymore. We made sure to point that out.
"Now that I've hit the limit, the only thing I can see is the upgrade page -- none of our currently appointments that we paid for. I chatted with support and they said I won't have access to anything until the new billing cycle. I asked if I'd be able to just start a new cycle early and they said no."
This logic existed but it's the first time you have experienced it since hitting your limit due to the revision of the quota on the "Legacy" plans. The support team had submitted a request to change this logic if possible. This has caught the team's attention, and they will revise the request accordingly.
The billing cycle is renewed every xth day that you subscribed. So, if you subscribed on the 6th of March, then your new billing cycle is on the 6th of April. Asking us to shorten your billing cycle for a month or forcing the start of the next cycle is not possible for us to do. Especially, given that Shopify handles the billing, not us.
"There's also no option to buy extra appointments for the month. They told me the only option is to upgrade."
If the option existed, we would have provided it to you in a heartbeat 🙂. We have this added to our feature request list and we are hoping that it's something that we can implement this year. Until then, the only option there is to renew your quota ASAP is to upgrade.
"Hitting my monthly limit and not getting more bookings is fine, but not being able to see the bookings I already paid for in my plan is not acceptable."
As mentioned earlier, we do hope to change the way that this logic is applied. Until then, you can reach out to the support team for assistance with retrieving your reports or any additional information you may want/need.
We wish to continue giving you nothing but great support! Have a great day!
Best Regards,
Support Team at BookThatApp
Every time updates are pushed to the app availability for clients becomes unavailable, which means sales lost.
Customer service is appalling.
We cancelled our plan the day we were charged for a yearly subscription as we no longer use Shopify as our website platform.
They are refusing to issue any refund at all.
Thanks for taking the time to leave us a review. I am sorry to hear that you were not happy with our support.
Please note that we updated your support ticket yesterday and advised that a full refund had been issued 🙂️
Please reach out to us if you require any further assistance.
Cheers,
The Team at BookThatApp
Very poor support. I upload lots of products and bulk import doesn't work and it takes ages.
Hi there,
We're sorry to hear that you didn't have a positive experience with our app. We've made some changes since your review and have set alerts to make sure that the app is performing at its best. Unfortunately, when you wrote to us, our office was closed as the team was engaged in a work retreat that week, where we were brainstorming on how to address the issues that our customers were experiencing. I can say that since then, we have implemented changes that have been returning positive results.
If you're willing to give us another try, I'll assure you that we are here to provide you with the best support and we can look into that bulk import together. I'd greatly appreciate hearing back from you. Once more I do apologize for the experience you had, and I'm looking forward to make it up to you!
Cheers,
BookThatApp Support
I have never been impressed with this app but have agreed to use it because my business partner insists on it since fit integrates with Shopify. You can't edit different calendar options for variants of a class. Everything I've needed a booking website to do, this app doesn't do…. Additionally, the enrollment sheet doesn't give numbers and isn't clean and straight forward, AND we have a class that is overbooked because the app kept accepting bookings even when I had a limit set!
Dear Shop Owner
Thanks for taking the time to leave a review!
We are sorry that the app didn't have the features you were looking for at the time you were using it. We have since added a ton more features including the ability to schedule by location, book courses and improved reporting.
Good luck with your shop!
The Support Team at Zetya