Zapiet ‑ Pickup + Delivery , Počet recenzí: 1 442
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I downloaded this app because my store does store pick-ups and delivery. After a month of customer service answering me once every 3 or 4 days, not being able to speak with someone, being passed from one person to another and now I'm paying for a transaction app they said would fix my problem but didn't...enough is enough. Absolutely terrible customer service
Hi Meat & More,
Thanks so much for your feedback! I'm truly sorry for the poor experience you had back in April.
As i'm sure you can imagine demand for our app skyrocketed exponentially this year. We certainly struggled to keep up on the support front as we just did not have enough man hours available to keep up.
We have since grown our support team and have implemented a huge number of process and technical improvements. As you will see from our recent reviews we have successfully scaled and are back on top form.
I have documented the improvements we made at length in this blog article: https://www.zapiet.com/post/surviving-the-pickup-ocalypse.
I'd be more than happy to personally hop on the phone with you anytime to help get you setup and clear up any questions you may have about the app or our business.
I hope to hear from you soon :)
All the best!
Andy Cargill
Founder of Zapiet
App has been very unstable, and is causing lots of operational issues for us. Have tried to contact support 4 times over the last 2 weeks, no response.
The support team never answers, the locale files are not complete and the translations are not accurate, the store info isn't complete, and the rates API just doubles the settings, the help center is from an outdated version of the app
If I could give this app Zero I would.
The app broker our store - check out button started to fail.
We reached out to the Zapiet support which took a few days to respond to ask for collaborator access. They received the access within 10 minutes and after that we never heard from them again, we followed up with them for 5 days until we decided to delete the app and request a refund.
I do not recommend this app or Zapiet service.
* POST COVID-LOCKDOWN UPDATE - SEPT 2020 *
Hi Sælkerabúðin,
Thanks so much for your feedback! I'm truly sorry for the poor experience you had back in May. Our average response time is now a matter of hours at most. We also now have live chat and telephone support available.
As i'm sure you can imagine demand for our app skyrocketed exponentially this year. We certainly struggled to keep up both technically and on the support front as we just wasn't prepared.
We have since grown our team and have implemented a huge number of process and technical improvements. As you will see from our recent reviews we have successfully scaled and are back on top form.
I have documented the improvements we made at length in this blog article: https://www.zapiet.com/post/surviving-the-pickup-ocalypse.
I'd be more than happy to personally hop on the phone with you anytime to help get you setup and clear up any questions you may have about the app or our business.
I hope to hear from you soon :)
All the best!
Andy Cargill
Founder of Zapiet
Horrible customer service, I tried using this app for my online store to offer local deliveries and pickups and it has been a nightmare getting to get this team to respond to emails. Very confused customers with a feature that works half-way. Maybe they'll follow up with me after this review..
* POST COVID-LOCKDOWN UPDATE - SEPT 2020 *
Hi Lushra,
Thanks so much for your feedback! I'm truly sorry for the poor experience you had back in May.
As i'm sure you can imagine demand for our app skyrocketed exponentially this year. We certainly struggled to keep up both technically and on the support front as we just wasn't prepared.
We have since grown our team and have implemented a huge number of process and technical improvements. As you will see from our recent reviews we have successfully scaled and are back on top form.
I have documented the improvements we made at length in this blog article: https://www.zapiet.com/post/surviving-the-pickup-ocalypse.
I'd be more than happy to personally hop on the phone with you anytime to help get you setup and clear up any questions you may have about the app or our business.
I hope to hear from you soon :)
All the best!
Andy Cargill
Founder of Zapiet
Very unstable. Today is 18 April, all of a sudden for both of my website, the date and time selection modules become partial disabled and we are losign customers every minute. And they are uncontactable! I am a premium paying customer on their most expensive package! REPLY MY EMAILS NOW! cavendishmeat@gmail.com
Hi TasteBuds,
It's Andy here the Founder of Zapiet. I just wanted to express my sincerest apologies for the issues you have faced recently whilst using the app. We have done a huge amount of work since we last spoke to improve both our infrastructure and support team.
Only a couple of weeks ago we were a super small team of six people, with an average response time of 2-3 hours. Since then everything has changed due to merchants switching to pickup and delivery first in response to COVID. We are now a team of 20 and are still actively recuriting. With the aim of getting our response times back down to the best in the business.
I'd love a second chance to prove to you how awesome our app is! I'm going to drop you an email now from my personal email address and we can take it from there :)
I'm looking forward to getting things back on track!
Kindest,
Andy Cargill
Founder of Zapiet
www.zapiet.com
We have sent 2 emails and a support ticket but have received no response on an issue with inventory syncing. Very frustrating.
Hi Moon Juice Shops,
Thanks so much for your feedback! I'm truly sorry for the poor experience you had back in April.
As i'm sure you can imagine demand for our app skyrocketed exponentially this year. We certainly struggled to keep up on the support front as we just did not have enough man hours available to keep up.
We have since grown our support team and have implemented a huge number of process and technical improvements. As you will see from our recent reviews we have successfully scaled and are back on top form.
I have documented the improvements we made at length in this blog article: https://www.zapiet.com/post/surviving-the-pickup-ocalypse.
I'd be more than happy to personally hop on the phone with you anytime to help get you setup and clear up any questions you may have about the app or our business.
I hope to hear from you soon :)
All the best!
Andy Cargill
Founder of Zapiet
The app itself is actually very good. However, the company are clearly struggling to keep on top of the volume of new customers that they are getting, and rather than stopping selling to new customers, they are continuing to take them on.
This means the app is regularly going offline for all customers and is costing stores a lot of money as the checkout completely breaks.
In case it helps other people, the status page is here: https://status.zapiet.com/
Hi Robert,
It's Andy here the Founder of Zapiet. You are 100% correct in that we have been struggling to keep on top of the sheer demand for our app. We did indeed take the decision to halt new installs until things were back under control.
After some thorough investigation we have discovered that each of the three downtime periods you mentioned were caused by a single stores sheer volume of traffic. The merchant is a national supermarket chain with ties to Masterchef. When Masterchef airs each week, people start ordering on mass. That's why the downtime has been consistently the same day and time of the week. We have now migrated this particular merchant to their own server so not to effect other users of the app.
Behind the scenes we have also rapidly been rewriting all key parts of the app to improve stability as well as performance. Tomorrow I will be sending an email to all existing merchants detailing the exact steps we have taken to mitigate these issues going forward.
Once again i'm sincerely sorry for the issues you have faced recently and really hope that we can rapidly regain your trust.
Kindest regards,
Andy Cargill
Founder of Zapiet
www.zapiet.com
I installed this app and had nothing but issues with it. The checkout didn't work on half my products and then when I tried to contact support, I got no response. Buyer beware, they will respond to you while you are in trial mode and then ghost you when you start paying for the app.
Hi there,
Thanks so much for your feedback! Since your review we have more than quadrupled our support team and now offer close to 24/7 support. Our average response time is now less than 3 hours and total resolution time less then 24 hours.
Our app has also been completely rebuilt since you last tried it and is more stable then ever. I have reset your free trial if you would like to give us another try :)
Kindest regards,
Andy
VERY unstable - I'm completely dependent on this app working for my business. One day of the trial left and it's not clear this is going to work for me. The interdependencies between both of their apps and Shopify make it a very volatile work environment. Working with the same tech support person has been impossible with the time change - and where one agent leaves off, the next one has to pick back up. At this point my site is NOT functioning and creating terrible confusion for my customers and I am unable to reach anyone for help. So disappointed.
* SEPTEMBER 2020 UPDATE *
Hi Petals Port Townsend,
Thanks so much for your feedback!
As i'm sure you can imagine demand for our app skyrocketed exponentially this year. We certainly struggled to keep up on the support front as we just did not have enough man hours available to keep up.
We have since grown our support team and have implemented a huge number of process and technical improvements. As you will see from our recent reviews we have successfully scaled and are back on top form.
I have documented the improvements we made at length in this blog article: https://www.zapiet.com/post/surviving-the-pickup-ocalypse.
I'd be more than happy to personally hop on the phone with you anytime to help get you setup and clear up any questions you may have about the app or our business.
I hope to hear from you soon :)
All the best!
Andy Cargill
Founder of Zapiet