Zapiet ‑ Pickup + Delivery
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I've used this app since March, and despite initially offering really useful functionality, we have experienced blips along the way. Most were usually resolved fairly quickly by the support team. However, the past two weeks have been a complete disaster. Our entire store was down for four days last week, after Zapiet decided to try to complete an update which stopped everything from working. We are given no prior warning of disruption, and after slaving away to get our Christmas store functioning, were left with little more than a feeble apology and no time frame of when the issues would be resolved. Things seemed to have sorted themselves out over the weekend (save a few niggles) until this morning, I find once more the app does not seem to working again, and is completely preventing customers from checking out. Support team are slow to respond, I tried calling their "24 hour support" and received no answer. I'm absolutely furious. This app is genuinely costing us thousands of pounds worth of sales, and I fear we're rapidly loosing customers who can't be bothered with the constant 'technical hitches' when they try to place an order. I'm now forced into looking into competitors' apps and reconfiguring our entire store- at the worst time of year when we really cannot afford the time nor the disruption to our store. Disappointed, frustrated and so so angry.
Hi Katy,
Thank you for your feedback and thank you for your time on our call earlier it was a pleasure talking to you..
I am glad that we could get this issue resolved for you.
I completely understand your frustration, over the last couple of weeks we made some huge improvements to our infrastructure in the lead up to Black Friday/Cyber Monday, these improvements unfortunately had some knock on effects which we have tried to resolve ASAP.
We have now addressed these issues which should ensure that all our clients have a smooth holiday period without any further "glitches".
We look forward to providing you with a better experience going forward.
Thank you for your patience and understanding.
Kind regards,
- Ronan
We used this app since May 2020. In November we started having a lot of issues. Zapiet uses tags for orders. These were missing off some orders and and missed by our staff so customers didn't receive they order which got us bad reviews. The limit on how many deliveries also stopped working. After seeking help from Zapiet they informed me that we was on an old version and they would upgrade me. After the upgrade we were still having issues so swapped to a diffrent delivery system. Zapiet should be upgrading customers now and again and not leave them in the dark. Such a shame because the app was brilliant from May - Oct.
Hi there,
Thank you for taking the time to leave a review, we really appreciate our customers feedback.
I am really sorry to hear that you had issues with our order tagging service.
We did make some improvements to our order tagging service before November to ensure our system could handle the increased traffic over the holiday period. Unfortunately it took some time to iron out the kinks in the system and a small number of merchants experienced issues.
Our developers have made some huge improvements to our order tagging and order limits services and we are now receiving amazing feedback from merchants that are using these services.
If at any stage you would like to re-install the app please let me know, we would love to have the opportunity to regain your trust and prove that we are the number one pickup and delivery app on Shopify.
Kind regards,
Ronan
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 worst support ever, the product did not work, first they say it‘s due to other plug-ins, and later they say because my theme is not good (it's a five stars theme from theme forest，hundreds of people purchased ), few month now still not working.
Hi there,
Thank you so much for your feedback. We have worked super hard over the past couple of years to make our app ever more compatible with the likes of Bold Subscriptions, Cashier and Tipslite to name a few.
Our app is compatible with all themes from the Shopify Theme Store. This is because they are all built to follow the strict guidelines set by Shopify, and so allow for a much easier setup.
ThemeForest can be like the wild west, and so it's always worth checking with our support team first to ensure our app is compatible. Based on our customer support logs only two themes from ThemeForest have been deemed as incompatible out of the 100s available.
It's unfortunate that yours was one of those, although i'd love to give it another try and see if we can find a way to make it work for you.
I have reset your free trial if you'd like to re-install :)
Thanks,
Andy
Horrible company and customer service had no knowledge of app being install to our site found out after 10 days later, with not access or me providing additional information for app to function. Contacted customer support and let them know we had no knowledge of app being installed and removed it with no use after discovering app was installed to our account and still was charged. very unprofessional and scam
Hi Guys,
Thank you for taking your time to leave a review on the app store. Our refund policy regarding app charges aligns with that of Shopify, that being that app charges are non-refundable.
However, we understand that each situation is different, and we are always willing to go the extra mile to support our merchants. Unfortunately, in this case, you had the app installed back in January and only uninstalled in June, so using the app for over 6 months. I will be reaching out to you personally to understand how we can support you.
Kind Regards,
Sam
Great app at the first look, but terrible customer service, overpricing and glitching. A lot of problems. SUPPORT is super bad. You will wait for several days every time the app will not work properly. ANd you can properly delete it without hiring some programmer. BE CAREFULL!
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 also reviewed your most recent support ticket and it appears my colleague replied to you within an hour of you opening the ticket letting you know that your issue had been resolved.
I have already replied to your support ticket in the hopes that we can arrange a call to discuss this and I am eagerly awaiting your reply.
Speak soon!
Ronan
Was great, until they removed the date selector tool. Now it takes me 5 minutes to sort my orders on any given day.
Hi there,
I appreciate you taking the time to leave a review for our Zapiet - Pickup + Delivery app
If you have any other questions or need any further assistance, please do not hesitate to send us a message.
All the best,
Jessica
Unfortunally this app is very unstable. Three times in 3 weeks their app has been down, which made it impossible for customer to buy anything on our webpage... There is also no 24h Support, so when the app is down, you can just wait and hope. Sorry, you lost me as customer
Hi Lani,
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. Our infrastructure has certainly been hit hard recently with the surge in demand of deliveries and pickups.
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 consistantly 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.
With regards to customer support please feel free to contact me directly on andy@zapiet.com should you feel you aren't getting a response from my team in a timely manor, or for any other issues or questions you have.
I'm looking forward to hearing from you soon :)
Andy Cargill
Founder of Zapiet
www.zapiet.com
Very disappointed with this app. The app went down about a week ago and it hasn't been functioning properly since then, causing disruption to my business. Getting their support to respond to me is the most challenging task of all. It's been 4 days and 3 follow-ups with no response, not even an acknowledgment that they have received this email. On top of that, their support is only available during European hours. If you are going to be servicing US customers, you should have support during US timezomes. I'm paying for a service where I can't use one of it's most critical features...I'm looking for another solution now.
Overpriced, their app doesn't work, and it takes days to hear back from anyone when using their "live chat"
Hello Brandon,
Thank you for taking the time to share your feedback, and I'm genuinely sorry to learn that your experience with our app did not meet your expectations. I noticed that you mentioned everything was working fine in your last comment to my support team, and I would appreciate the opportunity to understand the specific issues you encountered in more detail.
My colleague Herman has reached out to you to understand what your remaining issues are, and I have personally assigned your conversation to another colleague who will be available all weekend in a US time zone.
I look forward to resolving any issues you have and having an experience with Zapiet that I know is possible.
Regards,
Sam Forde
Merchant Success Manager