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This app for the past three months is unbelievable slow, it takes at least 10 seconds to load products in a box that contains no more than 30 items. There are "large boxes" now for items over 50 items but my boxes did not meet that threshold. I really wanted to like this app, as I need something along the line of this but I think I will have to make it myself :(. Due to this I did not use it very often with my customers. I decided to uninstall it on 1/20/21 and went to the developer for a prorated refund. The developer gave me the run around saying that I needed to contact Shopify and create a ticket. After replying directly with a quote from Shopify App Store Terms of Service saying that the developer is in charge of issuing refunds for apps if processed through the Shopify App Store (which this was). The developer then "defended himself" and claimed that he can only issue store credit to his app. Also provenly untrue based on my last email to him where I quoted Shopify TOS. After my reply stating that I would like a refund to the Shopify App Store, this was the last that I heard from the developer and had to reach out again to contact him, as he "couldn't find any record of his reply". After finally getting back to me the developer once again claimed that he could not refund me but now due to a completely separate reason, due to the deletion of the app. Andrew at Box Builder is running a really shotty and shady operation here. Andrew now is holding my money for a service that he is no longer providing to me as the app is no longer installed on my store. Andrew I know you will reply here, give me money back.
Hi there.
We appreciate your honesty regarding the speed but we're completely baffled by your summary of the communication we've had over email. We're more than happy to refund the amount we've discussed but we do not have access to apply a credit on your account once you've uninstalled the app. That's just how Shopify work, not a decision that we've made.
We asked you to contact Shopify and we'll happily agree it once they come to us. This is path that others have followed successfully and again, the path set by Shopify.
The quote you sent us confirms what we've told you. Please read it carefully. Apps can only refund if the charge was made "outside of Shopify". These charges are made inside of Shopify and cannot be refunded by the developers, only Shopify.
To say Andy is running a "shady operation" is completely unreasonable and an absolute shame that you've come to that conclusion. Please bear in mind that you're not entitled to a refund of any kind but we're agreeing to offer you one regardless. I think it's fair to say that this doesn't fall under a "shady" or "shotty" operation.
I think it would be a fair and reasonable request to ask you to double-check the wording on the quote you sent over. You'll see that we can only refund if the charge is made outside of Shopify. I'll personally agree a refund for the last full month but you have to go through Shopify. Again, this is a rule of Shopify, not something we have control over. You can also check what I've mentioned above with them.
Lastly, we never spoke about optimizing the speed for your store. We're happy to look into this for you if it's something you would like to do in the future.
I wish you the best with your store.
BoxUp Team
Extremely glitchy and comes up with an error page when adding to cart daily. We've been communicating with support and they haven't managed to solve the issue. They said it's due to:
A: The store had likely manually deleted/edited the variants of the product included in the bundle
B: The store made modifications/changes in the product that is included in the bundle.
C: Numerous changes in the builder setting.
Nothing has been done on our end. We've received many emails from customers about not being able to add the kit to cart.
Thanks for touching base. I'm really sorry about your poor experience so far. I don't like that our communications to you made it sound like you might somehow be causing these issues without complete clarity on how and why that might be occurring - I'll be working with my team to improve on that.
I know we've already escalated this to high priority with our tech team and you're still working closely with support to solve the problem. I'll be overseeing this scenario until we resolve it for you. Thank you for your patience.
Hannes Bez | Customer Experience Lead - Staytuned (Box Builder)
I was VERY disappointed in their customer service. I started trying to get the app integrated into my online shop on March 27 and still did not have things working smoothly by May 2nd. We were up against a wall as we wanted to launch for Mother's Day and needed time to market the new product line and build awareness.
On May 3rd, after not hearing back from them and having no resolve, I deleted the app and went with a different one that I had up and running by the next day with no issues.
We lost sales and too many hours of my time working through the issues with this app. When I requested a refund for the month of April, because I was not able to use their product due to issues, I was told that their policy would not allow me to be refunded. Very unhappy and disappointed.
Thanks for taking the time to write this detailed review.
I'm disappointed that we couldn't meet your needs. I recognize and can understand why you'd feel frustrated after this experience.
However, I have to admit that things look a little different from my perspective. My support team did their best to assist you, and after reviewing the entire case in detail, I believe they did their job well. As for the refund request, I was the person who denied that request, and upon reflection, I got that wrong. I will follow up with you by email to discuss further.
I'm aware you chose another solution for your business. I wish we could've figured out a way to keep you on board as a customer, but I do hope the other solution works out well for you and Swon & Company manages to thrive.
Regards,
Hannes Bez | Director of Customer Experience - Box Builder (Staytuned)
Emailed support repeatedly over several weeks and get no response. Not acceptable when there are issues to fix & we're paying for an app to work.
Hey there,
Thanks for this review, and for being open to us trying to fix your experience. We really appreciate your replies to our emails, and for your availability on the Google Meet so we could work through your issues. We *think* we resolved your issue, but just reach out if anything else comes up!
Thanks!
I attempted to use this app for my website, sugar-rushed.shop, now for about a month and have found it was very successful in the beginning but quickly began to fall apart with there being constant issues persisting with the app. This includes the main being a complete loss of functionality based on a neverending loading loop when accessing the product bundles setup using the app. I have waited and waited for support to help me in this matter but there is absolutely no support and this is starting to feel like highway robbery.
Thank you for this honest review. I sincerely apologize for the issues you've encountered with our app, I understand where you're coming from. I also understand how important it is to receive a prompt response from support when needed, I'm sorry that we've disappointed you. This is not the kind of customer experience we would like you to have.
I'll reach out to you personally and hopefully, you'd give us a chance to make your experience better. Again, I apologize. I hope to hear from you soon.
Respectfully yours,
Sharky
Team Supervisor - BoxBuilder
Great interface, terrible support. Been waiting four days for a response to why they're not showing fully on our website. With it coming to the weekend we are swapping to a new app. Very disappointing as the attention to detail on the interface is great, the customer service is not.
Hi there, thanks for reaching out to us about this. I know we've already worked with you to identify the problem and a potential solution since you posted this review, and I'm confident we're on the verge of turning this situation around, but I'd still like to apologize for leaving you in the lurch and not communicating clearly with your team earlier. This will remain a top priority for us until we've confirmed you're happy with the resolution.
Regards,
Hannes Bez | Director of Customer Experience
Instead of the order coming through with the individual SKUS, they get added as "Notes" to some randomly generated new SKU. Way to ruin inventory tracking and make it impossible for fulfillment. STAY AWAY
Hi Peter,
This is Sharky, Team Supervisor here at BoxBuilder.
I understand you're frustrated with the issue you've encountered with inventory tracking. We'd love to help you out and get this sorted! This is a common issue that our merchants encounter when the app is not properly set up.
I've reached out to you through e-mail to offer assistance and figure out how we can get this fixed. I hope to hear from you soon!
Respectfully yours,
Sharky
Team Supervisor - BoxBuilder