They have a lot of outages. Reliability is critical for merchants like us in tough times like this, and they'll go hours before noticing that something in their app is broken an preventing customers from checking out. Unacceptable.
The app has all the necessary functions it should have for store pickup & delivery service. However, the app has quite a bit of glitch depending on a customer's browser & the customer service team is very slow to fix the issue.
Locust Lane Craft Brewery
The app had the features we wanted. Spent hours setting-up and customizing code per their directions. Had questions. Send email. They took 6 days to respond and noted "We failed you". I had found work-arounds to the questions I had submitted prior to their responses. Then found trouble with shipping rates calculations. They were charging customers ~$8 less than we were going to have to pay. Send another ticket. Did not receive a response. Sent another message and was told the person who'd been handling our ticket was off and it would be assigned to someone else. No response to date. Cancelled the app prior to being charged for it. Found a similar app with a phone number and actually answers the phone!
The app works well when it works but support is unavailable. I opened a support ticket and it got closed with no resolution, no follow up and no notification. I discovered they closed my ticket themselves without telling me. I have sent countless emails and left phone messages and have had no resolution to my store pick up issue after 8 days. We lost a whole bunch of Mother’s Day business. I understand they are super busy during this time but I wish there was someone who could help me. I really want to use this product but they don’t make it easy!
This app has functions that are more advanced than other delivery/pickup apps but the unreliability and unstableness of this app means I have to give it a bad score.
- Variable and slow loading times across the back end including settings and delivery tabs.
- Customer Support is slow to reply.
- Their servers went down on the 7th of July, 2020 and the entire business model for our company got screwed with logistics and delivery. (Made checkout impossible, meaning my ads across social & search had to be shut down, lest we drive traffic with 0 conversions)
- The app has variable loading times and is sometimes slow and sometimes average (no consistency)
- My company drives 20-50k a day and with these errors, our sales have been vastly affected and the opportunity losses have been massive with all these errors and server downtimes.
Suggestions to Zapiet Team:
- Get a proper server host that won't go down and affect all your clients.
- Get some more customer service people to account for international clients or don't market this app internationally if you can't support the clients you charge.
- Fix your app errors and glitches before putting it on the market in such a faulty form.
App looks great on the site but doesn't actually work. When customers select in-store pickup or local delivery, they are only given shipping as an option. Have been trying for over a week to get help from support but I have received no response from the developer nor have they responded to the Shopify Expert who is trying to help me get this installed and working.
I'm Andy the Founder of Zapiet. I'm super sorry for the delayed replies you've had from my support team. We have just been inundated with merchants needing our help recently and are trying our best to reply as fast as possible to everyone.
I am sure I can resolve your issue promptly and you'll be loving the app again very soon!
I will send you a personal email within the next couple of minutes :)
Founder of Zapiet
BigBrand Satay | 大牌沙爹
Good app but always breaks one every 2-3 weeks, customer support is unbelievable slow, did not check issue thoroughly and only one reply a week and sometime more than a week, always blame on covid-19 as an excuse. I have to look for alternative.
St. Kilian's Cheese Shop
This app is a great concept and our store depends on it to integrate pickup and delivery, but good luck if you ever have an issue and need support!
We spent the entire holiday season trying to get help with Zapiet order issues and two weeks later with the holiday season behind us still no "support"
Thank you for taking the time to leave your feedback!
It appears that you had a little trouble getting our Deliv integration activated on your store. There are several steps involved in getting the integration up and running, and multiple teams involved in the process. So it can take a little while to configure, especially during the holiday season. We are actively working with the Deliv team to streamline the setup process as much as possible.
I'm looking forward to speaking with you tomorrow and completing your setup :)
Crave Cookie Company
App is great when it works. We have had major issues this weekend with non-existent support to boot. Confirmation emails from the app are no longer sending and the OnFleet integration doesn't seem to actually work. This was our original choice for delivery but I guess we will be looking somewhere else.
Thanks so much for your feedback and apologies for the issues you faced this past weekend.
We experienced a small issue with our Onfleet integration on Saturday evening which caused order processing to be delayed. Thankfully our team was quick to resolve the issue and our system caught back up to speed rapidly.
I see that you still have the app installed and that your orders are flowing through perfectly now, which is fantastic!
Should you ever have an urgent issue like this again, please feel free to call our emergency number on +1 (718) 568-5560.
Thanks for your continued support :)
Founder of Zapiet
It takes several minutes for a support representative to see your message to respond to your issue.
Hi Happy Dawg,
Thanks so much for your feedback, we really appreciate it.
We are actively working to be able to offer realtime support 24 hours a day. Our average response time is currently less than 3 hours with a total resolution time less of than 5, seven days a week.
We also have an emergency telephone number you can call anytime of day should you have a pressing issue :)