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Overall the idea of the app is good, but the customer service is bad. However, the app will occasionally charge customer with a wrong shipping rate, way lower than actual shipping rate making our business needing to bear the extra shipping cost. We had talked to the support on this issue multiple times but the issue still remains.
Hi Twinka team,
We've investigated the response times and identified a bottleneck in our escalation process, particularly concerning senior support agent availability during weekends. We've since optimized our automation and systems to ensure quicker resolution and smoother handling of such cases, while still prioritizing consistency by assigning recurring issues to the same senior support agent whenever possible.
We're truly sorry for the delay and any trouble it caused you. It's really important for us to deal with these issues quickly. When you first reported the issue, we fixed it straight away. This time, when you reported it again, we got our developers involved and they implemented a permanent fix.
Thank you once again for your patience and for bringing this to our attention. We're committed to continuously improving our service to better serve you and all our valued customers. If you have any further questions or concerns, please don't hesitate to reach out.
- Klaudia
App just crashed, had to disable this and resort back to Shopify delivery. I would guess we lost hundreds worth of sales. What was the absolute killer, there is no immediate support for this app. We had to write in, create a ticket and wait without any immediate support. Not too great.. good while it lasted.
I’m really sorry to hear about the issues you’ve experienced—it’s frustrating when something like this impacts your sales. We understand how important immediate support is, and I truly apologize for the delay in getting back to you. We’re taking your feedback seriously to improve response times. If you decide to give us another try, we’ll do everything we can to prevent this from happening again and offer quicker assistance. – Thanks, Sam
This app is great. Exactly what I want to calculate the shipping fee by distance. But recently, it has crashed twice already. It is very frustrating for our business to see customer walks away just because they cannot pay the shipping fee.
I’m really sorry to hear about the crashes you’ve experienced—it’s frustrating, especially when it impacts your customers’ ability to complete their orders. While the app has come a long way with 99.99% uptime over the past 4 years, I understand how critical reliability is for your business. Please don’t hesitate to reach out to us directly so we can resolve the issue quickly and get things back to smooth sailing. – Thanks, Sam