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The app is giving completely false / exaggerated conversion data. Now our Meta ads manager says we have more sales than actual sales we made. We contacted customer servie (Jamie), who said we should just delete their app, without even fixing or checking the issue??
This is really odd, especially given the number of reviews. Hopefully someone can get back to us and explain properly what the issue is.
Hi there,
Thank you for your review and for bringing this to our attention. We’re truly sorry for the confusion and frustration this situation has caused.
It seems there may have been a misunderstanding during the support interaction. The suggestion to uninstall may have been referring to a different app that could be causing duplicate tracking, which often happens when multiple tracking apps are installed at the same time. It was definitely not our intention to dismiss your concerns.
We’ve followed up with you directly via email to provide more personalized support and clarify everything properly. We sincerely hope you’ll give us another opportunity to assist and resolve this for you.
Thanks again for your patience.
Their documentation is old and once you apply something they say this is older version and interestingly at newer versions those features are not there. What they offer and what you get is absolutely different things. They want you to leave reviews so that's why they have too much positive feedbacks so please also read negative ones.
Hi there,
We're truly sorry for the inconvenience you’ve experienced and appreciate you sharing this feedback. We understand how frustrating it can be when documentation doesn't match expectations, and we apologize for any confusion caused.
We’ve reached out to you directly to offer personal support and to clarify the specific features you mentioned. Our team is actively assisting with your concerns, and we genuinely hope we can turn this around and improve your experience with our app.
Thank you again for your review— it helps us get better.
We contacted support regarding serious issues with data tracking – key parameters like fbp and fbclid were missing. The response? “No worries, our app shares everything Meta needs.”
Two days later: complete tracking failure, event errors across the board, and deduplication issues on every event (red warning triangles everywhere). We reached out again, and they denied any problem, blaming a supposed “Meta server-side issue.”
After multiple follow-ups and a direct conversation with Meta’s technical team, it became clear: Meta had no server-side issues at all. The fault was entirely on Omega’s side. After 11 days of delays, false claims, and no transparency, they finally admitted: “Yes, there's a deduplication error on the purchase event.”
At no point were we given logs, real support, or any kind of meaningful resolution. We lost thousands of euros during one of the most critical sales periods of the year (Easter), while Omega support kept us in the dark.
Had they simply told us, “our app isn’t working with your setup,” we would’ve switched instantly. Instead, we wasted 12 days and a lot of money.
We uninstalled the app and requested a refund. An app that causes this level of damage, denies accountability, and offers no escalation or real tech support should not be listed on the Shopify App Store.
Hi,
We are truly sorry for the frustration and losses this situation caused you. There’s no excuse for the delays and miscommunication you experienced, and we deeply regret not providing the level of support you deserved. We should have been more transparent and proactive in resolving the issue, and we take full responsibility for that.
Though we understand you’ve already uninstalled Omega, we genuinely appreciate the time you took to share this feedback. It’s a hard but necessary reminder for us to improve—especially in handling critical issues with honesty and urgency.
Our Dev team was actually checking your case this morning and realized that you had already uninstalled the app. We truly regret missing the chance to resolve things in time. If you ever decide to give Omega another try, we would love the opportunity to support you again and make your case our top priority to ensure everything runs smoothly. Until then, we sincerely wish you success in your business, and if there’s anything we can do to make up for this experience, please don’t hesitate to let us know.
With our deepest apologies,
The Omega Support team
So many bugs & issues with this app, so far!
My FB campaigns are losing optimization because of the bugs caused by this app.
Some of the bugs;
1) Incorrect Purchase pixel firing
2) Unable to check where the orders come from using UTM
3) Sometimes orders appear duplicated
4) Some technical issues related to the Server side tracking which causes for the lost or mis-attributed data
Note: I am willing to change my review, if the devs fix all these issues asap, I am losing money for nothing.
Hello,
We're truly sorry to hear about the challenges you've encountered with our app. Our support team has reached out to you and is ready to assist in resolving these issues as quickly as possible. We understand how important it is for your campaigns to run smoothly and are committed to clarify all your concerns.
Thank you for bringing this to our attention, and we hope to turn your experience around soon.
Best regards,
Kaylee from Omega Team
I dont know how did this App got 1700+ reviews, the app is glitchy almost incomplete, App has basic glitches, have to connect meta account again and again,you cant save views, data is NOT accurate at all,and alot more. The chat support is completely uneducatied in terms of the app workings, highly NOT RECOMMENED
Hi,
We’re truly sorry to hear that your experience with our app has not met your expectations. Your feedback is incredibly valuable to us, and we never want our users to feel frustrated or unsupported.
We understand how important accuracy, reliability, and ease of use are, and we take concerns like yours very seriously. Our team is always working to improve, and we’d love the opportunity to learn more about the specific issues you encountered so we can address them properly.
Our support agent has already reached out via email to offer priority assistance. Please don’t hesitate to reply—we genuinely want to help resolve any concerns and make things right for you. Thank you for sharing your experience, and we hope to have the chance to turn things around.
This app has been a huge disappointment. I paid $250 expecting a professional and reliable service, but instead, it’s been one issue after another. This is the fourth or fifth problem I’ve encountered, and for over two weeks now, I’ve been dealing with an issue that their team has been completely unable to resolve. Rather than finding a solution, they’ve only added to the problems, which highlights a serious lack of expertise.
The support team seems overwhelmed by even basic issues, and the overall level of professionalism is far below what you’d expect from a paid service. It’s frustrating to invest both time and money into an app that consistently underdelivers and struggles with fundamental tasks.
I’m sharing this review to give others a clear picture of my experience. If you’re looking for a smooth, hassle-free solution, I’d strongly recommend looking elsewhere.
Hi there!
Thank you for sharing your experience with us. We’re truly sorry for any inconvenience caused by the delay in responding to your support request. Although our technical team was not always available during the holiday, we do have agents on standby to assist in a limited capacity. We take your concerns seriously, and we sincerely apologize that this did not meet your expectations—especially given our app’s price and your need for timely support.
We’re committed to improving our service and resolving your issue as quickly as possible. Please feel free to reach out again if there’s anything else we can do to help. We truly appreciate your patience and thank you for giving us the chance to make things right.
Before install this app please read it !!! This application did not meet my expectations. I don't bother you with details because everybody have different needs. But the problem is when you delete this app you will face ''additional details'' section in your orders. This app mark orders with some kind of UTM parameters and you cannot fix these corrupted ''additional details'' section. Even the App developers cannot fix it. So do not install this app!!! This app broke my Shopify.
Edit: They responded that they wanted to help me (or they try to appear helpful). However, the app developers tried to fix it for more than 1 week. And they couldn't fix it.
Hi!
Thank you for sharing your experience with our app. We're sorry to hear that it did not meet your expectations. We genuinely strive to provide a seamless experience for all our users and regret any inconvenience caused.
The issue you mentioned regarding the "additional details" section is uncommon, and we deeply apologize if it caused any disruption. Our support team is always here to guide you through fixing this manually or addressing any lingering concerns.
We would love the opportunity to assist you further and make this right. Please feel free to contact us at support@omegatheme.com or our 24/7 live chat channel. Your feedback is invaluable in helping us improve, and we truly appreciate your understanding.
The support is non existent! Had to ask instructions from chat gpt for installation. the conversion API is not working, after an hour on the chat with 2 people, they said I need to disconnect the FACEBOOK & INSTAGRAM APP from our shopify. which make zero sense since that is how Facebook pulls our product catalog! If we remove the app, we won't be able to tag any products!
Update: I asked for a zoom meeting, thought it would be easier. Got a link and the agent could barely speak English, we could not communicate and he said somebody else will follow up by email. Next day I received an email from a 3rd person, now saying I only need to disconnect Facebook app data sharing feature. Which I did. After running a data test on facebook data sources, I now do not have any information in event match quality cause omega API is not capturing email and phone info (which facebook app did) And Event deduplication section has zero data....I will update if this shenanigans gets resolved.
Hi,
We're really sorry for the inconvenience you’ve experienced, and thank you for taking the time to share such detailed feedback 🙏. We completely understand how frustrating this process can be, and we take your concerns very seriously.
Over the past 3 days, our support and technical team have been in close contact to follow up on your case and clarify every step. We genuinely hope that has helped bring more context to the situation.
Regarding the setup, we want to explain that having both our app and the Facebook & Instagram app enabled for pixel tracking can lead to data conflicts, such as event overriding or duplicate reports. That’s why we recommended turning off the Facebook app’s data sharing feature — not removing the entire app. This way, you can still manage your product catalog and use product tagging, while allowing only one source to handle pixel data for accuracy.
We understand it may seem like the data isn’t showing much at first, but please be assured: Meta is receiving tracking data continuously from our app based on your store traffic. It may take a few days for Events Manager to update and reflect new signals (like Event Match Quality and Deduplication), especially after changes in data sources.
Please feel free to keep monitoring your data, and don’t hesitate to get in touch if you need further support. Our technical team is still keeping an eye on your case, and we're here to help anytime 💪
Thank you again for your patience and for giving us the opportunity to support your business.
This is a very incorrect organization. We were running a negotiated price of $8.99 per month, and suddenly, without any advanced notification, they stopped all our services for all eight shops and requested $30$ per month. Unfortunately, this happens in the middle of the season when we run ads on max. I will switch to another app with the previous conditions. I do not support such a fraudulent attitude.
Hi,
Thank you for taking the time to share your feedback with us. We deeply apologize for any inconvenience and frustration this situation has caused you.
We would like to explain that the $8.99 pricing was established in 2021 and has been honored for our existing users. However, our pricing plan for 2024 has changed, and it applies to new users or those who opt to change their plan in the Pricing section of the app. It appears that you may have been affected by this update inadvertently.
We fully understand how unexpected changes in pricing can be upsetting and disruptive. Please know that our primary goal is to provide the best possible support and experience for our users. We are committed to resolving this matter for you. If you prefer to continue with the previous pricing plan, we can assist in reverting your account to the original rate.
We genuinely value your business and do not want this situation to overshadow your experience with our app. Please give us the opportunity to make things right. Please reply to our follow up email to the last conversation you have had with us yesterday, and we will work diligently to address your concerns and restore your satisfaction with our service.
We apologize once again for any inconvenience this has caused and appreciate your patience and understanding. We are here to support you and ensure that your experience with our app is a positive one.
Extremely disappointed with Omega's customer service. They repeatedly assured me that their app would bypass Meta's restrictions for events like Add to Cart and Purchase, especially for websites in the wellness niche. After paying and setting up their app according to their instructions, I realized that nothing is properly tracked in Facebook's Event Manager, even when testing events.
Their support team wasted a lot of my time with inaccurate explanations and false promises. It's clear that they are only focused on selling their app
Hi there,
We’re truly sorry to hear about your disappointment and want to assure you that your feedback is taken seriously. Our goal is always to provide a reliable solution and transparent support, and we regret that your experience did not reflect that.
To clarify, Meta’s Event Manager is primarily designed to check if events are sent in real-time—it does not verify whether test events are correctly processed or attributed. This can sometimes cause confusion when testing. A more reliable way to check if your pixel is collecting events correctly is through our in-app reports. Once real user interactions occur (after removing any test code), the data should appear in Event Manager’s overview tab.
We understand how important accurate tracking is for your business, and we truly want to help resolve this for you. Please allow us the opportunity to work through this with you. You can reply to our previous email, reach out via our 24/7 live chat, or contact us at support@omegatheme.com. We’re more than happy to assist you and ensure you get the best possible experience with our app.