HUE Free Gifts Upsell

Summary: UI issues were due to store-specific widget placement; response was delayed due to a festive holiday, though support was active.

Hi, I’m really sorry for the experience you had - I completely understand how frustrating this must have felt.

From our review, the issues you faced (claim gift section blocking the page were largely due to how the widget was positioned on your theme. In certain placements (like header), this can affect how the UI behaves. With the correct positioning, these issues can be resolved and are not something most merchants experience.

Regarding support, there was a delay due to a festive holiday, but our team was still actively responding and trying to assist you. That said, we agree we should have been faster and clearer in diagnosing and fixing this for you.
We also noticed the app was uninstalled quickly, which didn’t give us enough time to complete a full live check and fix everything for you.

We’ve taken this seriously and are improving:

1. Clearer guidance on widget placement to avoid UI conflicts
2. Better handling of offer display across cart/products
3. Improvements around claim experience and usability

If you’re open to giving us another chance, I’ll personally take ownership and ensure everything is set up correctly for your store.

Thank you for your honest feedback - it truly helps us improve.

In case of further queries, please contact us at support@helixo.co or via our in-app chat. We are always happy to help you.

Warm Regards,
Athira
Customer Support Lead at Helixo

Thank you so much for your kind words!

It means a lot to hear that you're enjoying another Helixo app and had a great experience with our support team. Your continued trust and support truly motivate us to keep building better products and delivering the best possible service.

In case of further queries, please contact us at support@helixo.co or via our in-app chat. We are always happy to help you.

- Helixo Support Team

Grazie mille per la tua splendida recensione! Siamo davvero felici di sapere che hai trovato l'app facile da usare e che Smrithi è riuscita a offrirti un supporto rapido e cordiale.

Le tue parole significano davvero tanto per tutto il nostro team e ci motivano a continuare a offrire la migliore esperienza possibile.

Grazie ancora per averci consigliato. Se avrai bisogno di qualsiasi cosa in futuro, saremo sempre felici di aiutarti.

Here's the Italian translation:

Per qualsiasi ulteriore domanda, non esitare a contattarci all'indirizzo [support@helixo.co](mailto:support@helixo.co) oppure tramite la chat integrata nell'app. Saremo sempre felici di aiutarti.

- Il team di supporto Helixo