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I am experiencing considerable frustration as I attempt to update my Impulse theme to version 7.2.0, only to find that the Gempages becomes wonky And will not display the page in the process. This issue is particularly concerning as I rely on it to operate the landing page for my subscription box service.
Unfortunately, after receiving an initial response from support, I provided the requested information but have not received any further correspondence. It has now been three weeks without a resolution or response, which is simply unacceptable.
For reference, my support conversation ID is 55544600619044, and my contact at support is Hugh. I granted Collaborator access as requested on March 10th, but despite my efforts to follow up every 2-3 days, I have not received any additional communication.
While I am generally averse to leaving negative reviews or publicly calling out a company, I find myself uncertain about the appropriate course of action to take next in order to resolve this issue.
Hi Cheri!
We offer our sincerest apologies for the inconvenience caused to you due to the recent support experience. We recognize that our service team did not meet their objective of achieving 100% customer satisfaction in this case, and we are aware of the frustration and stress this situation may have caused. For this reason, we have prioritized your case and our team will be in touch with you shortly to resolve the issue.
We appreciate your feedback and thank you for your patience!
Sincerely,
GemPages Team
These guys charged me for 13 months of 29.99 charges of this app after my store closed and I paused Shopify. I didn't ever uninstall it, I thought it was paused. I literally asked them in several emails to reconsider, refund only half, etc and they wouldn't budge, blaming me, their customer for not uninstalling the app.
They would only refund one month citing "fairness to all" in the refund policy".
So I logged back in and left this review. Beware
Hi Nico,
We deeply apologize for the inconvenience you've faced and appreciate your feedback. We understand your frustration regarding the unexpected charges while your store was paused but the app wasn’t uninstalled.
Our refund policy aims to be fair and transparent to all users while encouraging proactive management of subscriptions. Although we couldn't provide a full 13-month refund, we offered a one-month refund in goodwill, recognizing our shared desire for resolution.
Please know that we never intended to blame you. Your review helps us improve our communication and policies. If you have further concerns, please reach out directly.
Thank you for your understanding. We hope to regain your trust and provide a better experience in the future.
Warm regards,
GemPages Support Team
WANT TO GO BACK TO FREE PLAN, ITS NOT POSSIBLE SINCE THEY HAVE NOT HAVE THE OPTION ANYMORE!
Dear Esteemed Customer,
We extend our sincere apologies for any inconvenience you may have experienced. In our commitment to ensuring a smooth transition and guaranteeing the integrity of the billing system, we have manually reverted the option back to the Free plan.
We encourage you to reach out to our dedicated Customer Support team for any further assistance you may require. Your satisfaction is our priority, and we are readily available to address any concerns.
Thank you for promptly providing your feedback. Rest assured, we remain dedicated to continuous improvement and will diligently work towards enhancing your overall experience.
Best regards,
GemPages Support Team
Having a really hard time with page load speeds. I have done everything possible with reducing image files sizes and having both mobile and desktop versions. Removed all JS and other apps. But this I cannot get any of these gem pages to speed up. It takes longer to load than my native theme. This is so embarrassing, I feel sorry for my customers and not getting any help from support. Looks like I will be removing this app.
It was incredibly user-friendly and reasonably priced at the beginning. However, some troublesome issues have arisen now. Here are the pros and cons of my personal experience for your reference:
There is a limitation on the number of products on the landing page.
There is a noticeable color discrepancy issue after uploading images. While it can be resolved by uploading them to the Shopify folder and then placing them on the GemPage page, it's relatively inconvenient.
I have been using it for many years, and switching would be difficult. I recommend that new users refrain from joining until the above-mentioned issues are resolved by the official team.
The customer service team is responsive and attentive, but the issues are related to the company's product
We are so delighted that you rate our support 5 Star. We strive to provide just that for all our customers. We're excited to be your companion as you watch your business growth.
Much better than the Shopify native page editor, but the amount of bugs in the app has extensively added to the amount of time I needed to use it effectively. Although the functionality when working properly is quite robust, the bugs make it extremely frustrating to use effectively, not to mention the amount of time it takes fixing things that shouldn't need a work around.
Hi Ryan,
Thank you for your valuable feedback.
We are truly sorry that GemPages might not meet your expectations. We take great pride in our work, and our hope is always that our app would help each e-Commerce merchant accomplish their goals. Clearly this was not your experience, and we apologize.
To make this matter right, our support team has reached out to you via chat channel to identify the root causes of any bugs you encountered and the most optimal solutions to resolve them.
If you have any questions or concerns, do not hesitate to let us know, we are always here to help.
Thank you!
Thomas | Customer Success Manager
This app uses works fine. But now is just chaos.
It is overwriting the code, buttons become double, etc...
Since our customers started to write on social media about all the mistakes this app is causing and it started to damage our image against our customers we decided to delete this app.
I would not advise using this app.
Their customer service became very poor, they just send you articles to read but are not there to resolve the problem. Really sad.
Hi Marcos,
Sorry to hear that you had issues with the use of our product.
I have checked this case again and it appeared that the issue was happened after you added incorrect codes to the editor.
Our technical staff has isolated the codes, and this is now fixed.
Again, we apologise for the inconvenience, and your feedback about the customer service is appreciated.
Perhaps we could have communicated this more clearly.
Thank you again!
James | Customer Success Manager
Once installed and tried (a payed plan) you can't cancel the plan without completely removing the app. Really a pain in the ass to just try it for one or two months in this way. Can't advise anyone to use it.
Hi Rick,
Thank you for letting us know about the issue you’ve encountered.
However, it’s under Shopify policy that we need to remove the app to cancel the current subscription. Kindly check out the link below in the caution section for reference. https://help.shopify.com/en/manual/your-account/pause-deactivate-store
Meanwhile, we’ve contacted you via email for further assistance on how to overcome that.
James | Customer Success Manager
2 years of using my site wiped clean, gem pages was not able to help me put my pages back in place.
Discovered today that GemPages do not support Shopify's native translation system, as the pages are hardcoded into the theme's templates. Amazing. And offering a 15% discount on Weglot does not compensate for this. We just got rid of Weglot precisely because it's very expensive, and GemPages locks us in.
Dear Julie,
We really appreciate you taking the time to provide us with your valuable feedback, and we understand your frustration when our product does not satisfy your expectations. We take all user input seriously and are working hard to make continual improvements.
In light of this, we will be developing plans to integrate as many third-party applications with GemPages as possible. In the meantime, please expect a reply from our support team for further help.
Thomas | GemPages Customer Success Team