Zapiet ‑ Ramassage + Livraison
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I purchased this app to be one of the foundation elements of my online business, with zip code verification and local delivery as my main focus of use. Unfortunately I will likely have to figure something else out as their customer support is awful/unresponsive and the app does not seem to work with my (paid) theme, even though they have a widget for it.
Initially the CS was slow but eventually responsive with a smaller issue, though I had to answer questions in order to get moved on to a "specialist" that could help me. I was supposedly moved on to this "specialist" 5 days ago and have heard nothing back. 3 days ago I saw that despite the app having a specific widget for my theme, it is causing my ENTIRE CHECKOUT to stop working. Even after I removed the app, I STILL had to go in and delete code. Then when I re-installed it (and was re-charged $ for it, which also needs to get handled now) none of the installation happened, and it all had to be done manually. Throughout this entire process I have heard nothing from support. I called the phone number in the support email and all it says is that Zapiet is "closed."
This is incredibly sketchy and understaffed at best, and is a complete rip off at worst. I'm disappointed in Shopify as well, as this was one of their recommended apps.
Don't waste your time and money.
Hi Movie Box,
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 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
We tried this app and it wasn't for us (it's just way too expensive for what it is). After deleting it, it has left its code ALL over our Shopify account...the integration is not actually deleted. (References to this app appear on orders, on check-out pages, and in all sorts of other areas of our account.) We're having to now work with Shopify directly. Definitely not thrilled by how sloppy this integration is (and how impossible it is to remove it).
Hi Pine Street Clinic,
Thanks for your valuable feedback.
Seconds after uninstalling the app you should have received an email from us which contained step by step instructions on how to remove our widget from your shopping cart page, as well as information on how to get in touch with our customer support team via live chat, email or phone.
Removing our widget required the deletion of a single line of code from your theme. We purposely designed the app this way to ensure the removal process was as seamless as possible.
We wish you the best of luck with your venture and with finding an alternative app that better fits your budget.
Kindest regards,
Andy
Could be a good app, was very excited. The app looks clean and seems to do what I want, but there is no support from the app developers. I installed the trial version, it was working okay the first night 2 days ago from this review post. I did have some questions and tried to contact the developer via Chat Feature (they have yet to respond to any of those questions now ~30 hours later.) The first morning I had app installed, I had my first customer attempt to make a local pickup purchase and schedule it for about 10 days out. The app kept trying to charge him the shipping, it would not remove it. Started trying to get into contact with the developers again, right after that via the Chat function again. They failed to respond to numerous messages so I went to email, which they responded to in a somewhat reasonable time frame, asking for access to my store. I gave access to them in a matter of minutes after receiving their request and also emailed them back right away saying I granted them the access. Now here we are almost 24 hours later and nothing has been corrected, there has been no further communication from them. I don't even think they have logged into the site to investigate the issue. Very hard to run a business when there is an error with an app making it unusable and the developers do not seem to care. Seems like others have the same issue after reading other 1 star review, and it seems their issues are over a much longer time period than mine. Not very reassuring.
Bottom Line: The app is unusable for me. It gives the option for local pickup, but still charges the customer the shipping. Find another app where the developers are actually responsive.
Hi there!
Thank you for taking the time to leave your feedback. I have just taken a look at our support logs and can see that my team replied within a matter of hours to each of your emails (even on the weekend). This far surpasses the average response time for a Shopify app developer.
Although I agree we can do better, which is why we are actively recruiting for additional support staff with the aim of offering live 24/7 support ASAP.
With regards to your rates issue. We are currently the only app on the App Store that has the ability to control exactly which rates are displayed and when. Your shipping rate should not have been appearing when a customer selected to pickup and vice versa.
In your particular case your issue was caused due to not adding a valid Entuire API key within our rates settings page. As soon as you have a valid key in hand please let me know and we can finalise your setup :)
Kindest regards,
Andy
I had high hopes for this app. I installed it but after working with it for I came to the conclusion that it wasn't for me. I uninstalled it but the change to my checkout page is still there but not active. Dead link. I have communicated wth Zapiet and Shopify. I have responded to the necessary "collaborate" permissions. I have had absolutely no direct response from Zapiet. I cannot install any other app until their residual code is removed. How hard can that be? How hard is it to send an update? This is my first ever negative review. Hate to have to do it. Can't recommend this app
Hi Phillip/Kent,
I'm Andy the Founder of Zapiet. I want to sincerely apologise for the issues you have experienced and the slow response from my support team. We have been inundated recently with support requests as merchants around the globe quickly switch to pickup/delivery first commerce in response to the COVID-19 crisis. We are rapidly scaling our support team to keep up with demand.
The moment you uninstalled the app you should have received an automated email from me containing the exact steps required to remove our widget from your shopping cart page. It's as simple as removing {% include "storepickup" %} from your theme.liquid file.
We also have a fantastic help center at support.zapiet.com that contains the uninstall instructions. As well as asking you to bookmark a link to the uninstall guide when selecting which theme you want to add our app to.
If you are wondering why we can not automate this process, it's because of technical restriction with Shopify. The method of providing an automated uninstall has a strange knock on effect of allowing customers to checkout without selecting a delivery/pickup date or time. If you would like further details on this please let me know.
I would love to help get you up and running as i'm confident once you are you will love the app!
I hope to hear from you soon :)
Andy Cargill
Founder of Zapiet
I would give zero stars if I could. Worst customer experience ever. I have sent emails and left phone messages. I want you to remove ALL of the code that was entered. You finally responded after I requested that a Shopify agent contact you, "Confirmation that all our assets have been removed from your theme." But that's not true, you still have coding on my cart template page and I am not sure what all I have to remove. I cannot move forward with bringing our shop online until this is fixed. This is the fifth day that I've been working on this. Just got a canned response email from you that says, "The moment you uninstalled the app you should have received an automated email from me containing the exact steps required to remove our widget from your shopping cart page. It's as simple as removing {% include "storepickup" %} from your theme.liquid file." First of all, I never received this automated email after I uninstalled the app and secondly, this advice did nothing to help me remove your coding. Now I will have to hire a Shopify Expert to help me. Very poor customer service. I do not recommend this app.
Hey E’s Florals,
I’m Andy the Founder of Zapiet. I want to sincerely apologise for the issues you have experienced. We have been inundated recently with support requests as merchants around the globe quickly switch to pickup/delivery first commerce in response to the COVID-19 crisis. We are rapidly scaling our support team to keep up with demand resulting in us being able to respond to all of your queries within a handful of hours, far faster than expected of any Shopify developer at this time.
The code that you mentioned in your review has zero impact on your store and you unfortunately removed our access to the store to be able to assist you. We would never insist that you hire a Shopify Export to solve issues on your store created by our app.
If you are wondering why we can not automate the removal of our code, it’s because of technical restriction with Shopify. The method of providing an automated uninstall has a strange knock on effect of allowing customers to checkout without selecting a delivery/pickup date or time. When Shopify roll out "App Sections" later this year we will be able to automate this.
I would love to help get you up and running, as i'm sure once your store is configured correctly with our app you will find it of great value.
I'm looking forward to speaking with soon :)
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 dont know if it's the current times or excess use, and I have tried to be patient, but this app has failed us during critical lunch hour peaks now three times over the past 3 weeks. Customers are not able to select a day or time to check out for hours and sometimes It stops working for the rest of the day.
* POST-COVID LOCKDOWN UPDATE - Sept 2020 *
Hi Tasty as fit,
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
DO NOT install, if you feel for any reason, it may not be the delivery app for you. You are UNABLE to completely remove ALL the code it installs in 'Cart'... We had to install brand new theme; as it totally disabled our Cart to Checkout process. BEWARE !!!
Hey guys,
Thank you for your feedback. I am sorry to hear that you had difficulties uninstalling our app.
Removing our app from your theme is super easy! In-fact only a single line needs to be removed from your theme.liquid file.
We have a step by step guide and video on our help center that explains how to remove our apps code from your theme. We also email this guide to you automatically when you remove our app from your store: https://zapiet.freshdesk.com/en/support/solutions/articles/60000606810-how-to-uninstall-store-pickup-delivery-by-zapiet.
In addition we provide 24/7 live chat and phone support, so in the event of an urgent issue such as this, please do not hesitate to get in touch with us so a member of our team can assist you.
I have already replied to your support ticket and I am eagerly awaiting your reply . I am certain you will love our app once I have correct configured everything for you :)
Speak soon!
Ronan
I tried installing and setting up the App. I didn't have any luck with getting it working. Submitted two support requests with no luck getting help.
Hi Rockford Art Deli,
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
