Matrixify

Matrixify team has not been able to reach the store owner but has contacted the Shopify store developer regarding the issues in the store. The specific issues caused in the store are related to migrating over manually updated data and merchants own source data not exactly matching the merchants requirements for the new store.
Our team is in contact with the developer to resolve the said issues and help merchant to clean up and correct their data.

The Matrixify app charges in the store are billed by Shopify automatically when the Merchant chooses the paid plan and approves the charge. After the subscription is cancelled, the last charge in the store would be for a charge period while the app subscription was still active. Due to this the bill for the last app charge might come after cancelling the app subscription as it comes together with your next Shopify bill.
The app subscription was cancelled on December 24, 2024. Merchant has contacted us regarding refunding of the app charges but has not further replied to our Support team questions regarding the app charges and billing which we needed to ensure that correct charges and bills are refunded for the correct store.
Our team has issued refunds for the app charges anyway, but the Merchant has not acknowledged the refunds or our attempts to address the billing issues reported in the review.

We feel this review is unjust and therefore is particularly painful for our team.

Please reply to our Support team messages regarding the review and app charges in the store. Or feel free to send a new message to support@matrixify.app. Our team will be happy to look more into this and provide further details if needed to resolve the issue reported in the App Store review.

Thank you for raising your concern regarding the Matrixify app. Our reply here is around one day late as it takes around a day or two until Shopify approves and publishes app store reviews, which is when we first see it.
From our Support system we can see that both your email ticket and in-app feedback was replied to on the same day within few hours since receiving them.
Please check your mailbox spam and other folders for our replies from mailto:support@matrixify.app.

Our team is quite shocked to receive such a negative feedback seeing that our support have replied to your messages and hope that we can resolve the issue.
As it is suspected that email is an issue here, we recommend joining our Slack workspace where you can also contact our support directly - https://matrixify.app/contact-us/.

We are sure that this is just a misunderstanding and are looking forward to get in touch with you so that you can use the app to the fullest.

Matrixify Support

Hello!
From the very first e-mail to our Support, this Merchant showed disrespect and anger towards our human Support agent.
She has experience of 4+ years in Matrixify Support, and tried her best to help this Merchant to resolve their issues.

The issues were assumed functionality which at the moment don’t exist in Matrixify app: importing CSV file that was exported with custom column delimiters; and importing Metafield Definitions. For both of those missing features we have added + points to increase their priority.

The ticket was taken over by our COO, but the Merchant still did not want to follow the instructions how the app should be used, and kept harassing our team.

We have refunded this Merchant, but that did not stop them to insult us further, and not coming to mutual understanding. Additionally, the Merchant asked us to send them the money to PayPal in exchange for deleting their review.

Such behaviour in unacceptable in overall friendly Shopify ecosystem.
We will escalate this to the Shopify Legal because this Merchant has violated Shopify Acceptable Use policy in several points.

Maris
Matrixify
CEO & Founding Engineer

Hello!
Please, reach out our Support with any issues that you have - we will be able to solve it all.
The app works and is of a high quality - so there must be a rational reason why something was not migrated.
When contacting with our Support, all the issues can get solved.

We will try to reach you, please, respond to solve it for you.

====
UPDATE on 2024-07-23:
We tried to reach the Merchant several times to find out at least one example product that was not migrated, with no response from the Merchant.
We analyzed the imported products, and did not find any issue with those - all the Products were imported successfully from the uploaded file.

Please, respond to our Support so that we can properly identify and resolve your issue.

Maris
Founding Engineer

Hello!
There is no way for us to charge you if you have not installed tha app, and approved the app charge specifically. It all can be done via Shopify Admin only by your Admin users with specific permissions.

Please, reach out to our Support. We should be able to tell you which employee and when installed the app and approved the charge.

This review comes with 24h delay - just got it now. We will be able to resolve this for you as soon as we can communicate via our Support.

UPDATE 2024-09-16:
We are trying to reach you to resolve this - over the e-mail, phone, contact form - and there is no response. It is obviously some misunderstanding. We see that the app is being actively used every day, several times per day.

Maris
Founding Engineer

Hello!
Sorry, we do not advertise that we support XML or column mapping. It is something planned for the future.
At this point, we would kindly ask you to contact our Support - we will be happy to assist you to achieve the things you need to do.

Maris
Founding Engineer

Hello!

Please, reach out to our Matrixify app support about this.

The charge for all apps is done by Shopify based on your billing schedule, not by the Matrixify app. Shopify always charges for the previous 30 days, so it means that when you cancelled the Matrixify paid plan, Shopify issued you the charge for that period, after it has ended.

Anyway, please, reach out to our Support team ASAP - we will take good care of you: https://matrixify.app/contact-us/
👏

Maris
Founding Engineer

Hello!
Wow, that’s a really painful one. Especially because of such an accusation which is not true. We definitely do not make anything slower on purpose.
Before jumping to any conclusions that we do such a thing, please, contact our Support and allow to pinpoint where the exact issue is, and give us a chance to make it right.
Matrixify app has a 300% API speed increase by default, so you should be able to get a faster export speed with even the Matrixify Demo plan, compared to your own Private app.

We work tirelessly to provide a top service and the app to Shopify Merchants, and without an exception. Please, contact our Support, and let's investigate together why there is a time difference. There must be a rational explanation to it, and we will be very grateful if you help us to identify that.

Thanks so much!

UPDATE: Looking into your exports, we I can see you are exporting "Variant Metafields" instead of Product level Metafields. It means that we are fetching Metafields for each variant, which is definitely much slower than taking Metafields of a Product, because we need to request those metafields for each Variant of a Product. The more Variants you have for each Product, the more requests are needed to read them via the API. When doing the speed comparison, please, make sure you compare the same kinds of Metafields.

UPDATE: We can see earlier exports that you did, exporting Product level Metafields - that was working with speed 0.2 - 0.4 seconds per Product. Now you are exporting Variant Metafields, which makes 8 seconds per product, because there are many variants for your Products, and it takes additional API call for each variant. So it sounds like there is a misunderstanding for which Metafields export speeds are being compared.

Please, reach us to resolve this - we are trying to reach you, too.

UPDATE: We have tried reaching the Merchant for 3 weeks now, almost daily - to solve this issue/misunderstanding for them. The Merchant is not responding on any of the channels, we tried all we could find. When you report an issue, please, be prepared to work with us to solve it. Not being reachable for solving a reported issue is unethical.

UPDATE: The Merchant was not reachable for several months and did not pay attention to the root cause of this misunderstanding.

Maris
Founder & CEO

Hello!
This review is a serious misunderstanding. Please, work with our Support team to resolve this.

Matrixify app gives you the ability to migrate the data from WordPress / WooCommerce, which you did do successfully. The whole migrated data is in your Shopify store now.
The Shopify Web Storefront and Themes is not the Matrixify field of expertise - we do not develop the website Theme, or its filters that you mention. There are probably other apps or Agencies that can help with that, but nowhere we tell that this is something we offer.

Please, consider rationally your review, looking at the Matrixify app promise, and our ability to migrate your data.
Any errors that happen during migration, is usually the mismatch between the source system data quality, and the Shopify requirements about the data. This can be resolved by consulting with our Support team, and is always a free-of-charge service. We would never ask for additional money for any fixes. If there are software bugs, we fix them ASAP and also with no additional charge. Support is completely free as well.

We are very serious about each Merchant migration results, so this review hurts the most, because we feel it's some sort of misunderstanding.

Please, be open to resolve those all issues with our Support team. 🙏
Please, contact us as soon as you can: https://matrixify.app/contact-us/

UPDATE 2023-08-16:
We managed to contact the Merchant on the next day and helped them solve all the questions and do the migration successfully. However, the Merchant stopped responding after the work was completed, although they promised to update the review accordingly. We still hope they will update it later, as they might be busy with the launch of the store. 👌

Maris
Founder & CEO

Hello!

Ouch, this hurts incredibly.
Especially, because our Support is still waiting for you to respond to our questions, so that we can help you. Maybe we did not receive some latest responses from you?

Importing Draft Orders indeed takes some effort to understand correctly the import template, and prepare the data accordingly. That's because there is so much different attributes that you can possibly pass to Shopify. We made an import template that would accommodate it all, as simple as we could. Of course, you do not need to use all the fields and rows - just those that you need to create your version of Draft Orders.

Our Support team is always going extensive lengths to help, and this is very important that you respond.

Please, cooperate with our Support who is trying to reach you to help you do the import. 🙏

Maris
Founding Engineer