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I typically don’t leave negative reviews, as I recognize the impact they can have on small businesses. However, I believe it's important to share my experience. I reached out several times for assistance with technical issues that have hindered my ability to use the app for over five months. The only resolution offered was a $30 credit, which covers just one month. I hope that by sharing this, other small businesses can be aware of potential challenges and avoid the loss of time and resources that I encountered.
Thank you for taking the time to post this review. We see these as an opportunity to learn and grow. It is worth noting that the technical issues you mentioned were not caused by BundleBuilder. We took time to demonstrate this clearly during our many interactions with you, and you confirmed that you understood.
In fact, we went out of our way to help, including offering free development services to help you find a workaround for these issues that were not related to our app. We also credited you $30 because we empathized with your plight, not because you were owed compensation, and we took care to explain that clearly as well, which you acknowledged.
To be honest, I am very disappointed to see this review, because we tried our best to be transparent and set clear expectations throughout our engagement with you, and I don't believe we've received the same in return. But I do hope you manage to resolve the problems on your store, and I truly wish you and your business all the best going forward.
Hannes Bez | Director of Customer Experience
After the new release, the app is not supporting to any 3rd party payment gateways. Also support is very bad and not helpful.
Hi, thanks for your review. We are now using the Shopify Bundles API, which only works with Shopify Payment processing. We will ensure to communicate that to our merchants in the future. We are here if there is anything we can do outside of this to help you!
The app is not working well, lots of bugs and you will face problem with your inventory and of course the support is slow like the app slows down your website.
Hi there! We have recently updated our app and have very few bugs! If you want to give us another try, we are here and ready to help 🫡
There is no support with this app and has a major glitch. Do yourself a favor and DO NOT GET THIS APP.
Hey Studio on Tenth,
We've emailed you to try to help you through this. Our app is fully supported, and we are here to work with you to make a great builder! Thanks for taking the time to review. Hopefully we can work with you over email, or a meeting to sort everything out!
DO NOT download this app - when it stops working, there is literally zero customer service. Zero response. We're scrambling to find a replacement since this is non-functioning and no one will get back to us after FOUR DAYS of repeated inquiries.
I sincerely apologize for the issues you've encountered with our app, and for the unacceptable response time from our support team. I understand how important it is to receive a prompt response from support when needed, I'm sorry that we've disappointed you, we've clearly let you down.
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
I am very disappointed with not only this APP but the service I have been receiving (or not receiving) from their support team. I have emailed countless times over the past few days about an issue that came up while creating my builder. Essentially all the work I put into the builder got deleted not once, but twice. I emailed the support team and they replied with "we will get back to you shortly". I have yet to receive a reply about what exactly happened and how I can fix it. Considering how many of us creating a builder for our websites are typically on a time-crunch trying to get it done before a deadline, replies from the support team should be a lot quicker. Also, not having a contact number makes things very difficult when you have an urgent matter. I decided to create a third builder for my site since I was not getting a reply back. I finished the builder and now another issue has come up. Now when a client tries to create a gift box going through the steps I have outlined, they cannot click on the next step and have it pop up, they have to scroll all the way down to see the next step. This was not happening before. I have again emailed countless times today and I have yet to receive a response. I find this situation extremely unprofessional considering certain issues that come up with the app can only be fixed by contacting support, so there is nothing we can do other than wait.
Hi there - we are so sorry! Our email service, Intercom, is down right now due to the AWS outage. Thanks for your time on a screenshare, fixing your issues is our #1 priority right now! We so appreciate your patience, and we deeply apologies for these issues and our slow response!
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
There's pretty much only one rule for software: if you're going to significantly change it, you need to warn your users with plenty of lead time. That's doubly true if you're removing a core feature.
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This app no longer works with subscriptions, an absolutely core feature. Not only that, but they promoted this update for months via email, and never once mentioned that subscriptions would no longer be supported.
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In fact, this very app page currently promotes the app as supporting subscriptions, which is false. They haven't even bothered to update this page.
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Go to their website and search the term "subscription." What do you find? No mention anywhere that subscriptions are no longer supported.
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After their update broke this core function of our website we spent days reaching out to them trying to figure out how to fix it, only to have our issue finally escalated to then be told 'yeah that features gone.'
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No remorse, no apology, no 'oh oops, in our weeks of spam emails about this major update we forgot to mention that a core feature would be removed, sorry about breaking your website.'
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It's obvious that they prioritized keeping clients paying over informing their clients, and decided to go for a "so sorry that happened" approach over a "heads up this is what's coming" approach.
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Even if there is no way to continue to support subscriptions based on the new API (doubtful but let's assume) they should still notify everyone in advance that subscriptions will no longer be supported, it should be stated on their website at least somewhere, and it should be on this very app page, and certainly should no longer be promoted as supporting subscriptions on this page (!).
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Sadly, I would not recommend trusting your business to this team, as there is no knowing when they'll pull the rug out from under you and your customers, and their practices of misrepresenting their features here as I type this, in addition to their decision not to forewarn users that subscriptions would be broken, are both inexcusable for any app.
[UPDATED REPLY] Thanks for taking the time to write this honest review. I'm truly sorry about the poor experience you've had since our major upgrade. I know we've lost your trust, but we've still reached out to you by direct email to see if there's anything we can do to improve and hopefully fix the situation.
Hannes Bez | Director of Customer Experience
[PREVIOUS REPLY] Thank you so much for your wonderful review! This is one of the best reviews we've received so far, and we appreciate your input. Your feedback and suggestions are highly valued as these are what help us continue to improve our app. Hopefully, we'll be able to implement the changes in our next update.
There are no words to express how grateful we are for your candid feedback. Please let us know if you require assistance; you know how to reach us! Cheers
DO NOT DOWNLOAD - THIS APP IS NOT SUPPORTED.
From Shopify:
"BoxBuilder: DIY Product Bundle is currently unsupported...it may not work as expected until the developer updates it. You can contact the developer for support or uninstall the app and find an alternative in the Shopify App Store."
We've had this installed since October and it has gone down multiple times for large swaths of time. Their latest patch fails to load or fix the issues. Customer's are building boxes and then left hanging (it never actually gets to the checkout point),
Super disappointed in the product and the "customer service".
We're actively looking for a new app as there are/were too many problems over an extended period of time. Save yourself the aggravation and avoid BoxBuilder: DIY Product Bundle by Staytuned.
Thank you for your honest review. We've clearly let you down here. I'm sorry about that. I'll be reaching out to you personally to see if we can turn this experience around for you.
I do want to note here that the message you're seeing from Shopify in your store admin that BoxBuilder is "not supported" refers to the fact that our app is currently making an API call to an unsupported endpoint (which will be fixed very soon). It does not mean that we do not offer support for the app. We definitely do offer customer service and support.
That said, after reviewing your tickets with us, I agree that our support crew was not responsive enough to your needs. That's not the standard we set for ourselves. Again, I apologize. I hope you'll give us another chance to address the issues you've been struggling with.
Best regards,
Hannes Bez
Director of Customer Experience
Do not install this app at the moment!
The developers pushed an unannounced update on July 10th and customers can't order bundle products anymore. We lost 1200 CAD in sales so far.
Looks like we'll have to look for a need app despite having customized the layout to our needs.
Hi Francis!
I'm really sorry about the issues you're experiencing with BoxBuilder!
This morning, our development team deployed a necessary update to improve the stability and functionality of our app for a better user experience for you and your customers. Unfortunately, despite careful testing prior to rollout, this update caused some unexpected errors.
Our team has now implemented a fix for those issues and restored BoxBuilder to full functionality.
To restore full app functionality:
Please open BoxBuilder admin. You will be redirected to an update page. Follow the instructions on that page. That should get you back up and running again.
Thank you for your patience and understanding. We truly value your business and are committed to providing you with the best possible app experience. We'll keep you in the loop if anything changes and we'll also reach out to you on a separate email.
Respectfully yours,
Sharky
Team Supervisor - BoxBuilder