GemPages Landing Page Builder

We are sorry that you were unhappy with the experience you had when using our app. We take all feedback seriously and are striving to remedy this situation and provide any assistance you may require. You can expect to hear back from us via email shortly.

Thomas | GemPages Customer Success Team Manager

Hi there,

Thank you so much for sharing with us your thoughts on the app and services.

Firstly, I’m so sorry to hear about the incident with the review app that you’ve been trying to integrate with GemPages.

However, with slightly extra time and effort I believe we can make it work in no time.

Regarding the disrespected feeling you’ve had when communicating with the support team, I can guarantee we’ve never and won’t mean to be disrespectful by any means.

However, we will try out best to become more sensitive and appropriate when providing information or instructions, and you’ll see significant improvement soon.

Don’t hesitate to get back to us if you need further assistance.

All the best,
James
GemPages Customer Success Manager

Hi Emil,

Thank you for sharing your concern with us. We totally understand how the recent change in pricing may have affected our longtime users. We truly hope for your kind understanding that this change helps us to form our users' focus groups precisely and ultimately improve our users' experience based on demand.

We appreciate your valuable feedback and will continue to improve our service quality. Please be rest assured that we will still keep on delivering top-quality technical assistance to you and our user base. Therefore, we are still looking forward to having you with us in the future!

James | Customer Success Manager
GemPages Page Builder

Hi there,

I’m truly sorry for the unexpected experience that you have had early today.

We always try to make our customers' experience easy and enjoyable, and we hold our stores to a very high standard. In this case, we clearly fell short.

Taking back to your issue, after carefully checking, we have encountered that there is a non-expected behavior when using different page builders at the same time. Thus, I'm willing to assist you to make everything back to normal as soon as possible. I would like to reach out to you via email and would love to hear back from you.

Once again, we apologize for any way in which we may have inconvenienced you.

James | Customer Success Manager

Dear Casadelicia,

We extend our sincere apologies for the unfortunate circumstances that prompted the decision to cancel your service.

It's important to clarify that the billing system is managed by Shopify, and as a third-party application, we are bound to adhere to its regulations.

We have issued the support for you after receiving the feedback. Kindly check your account after this.

Thank you for your understanding.

Warm regards,

GemPages Support Team

I'm sorry to hear that you've had a negative experience with the Shopify billing. We understand how frustrating it can be when unexpected charges arise, and we want to assure you that we take your feedback seriously.

As I can see, our agent had handled your problem. I hope our explanations answer all of your concerns. Thank you so much for giving us precious chance to assist you with this matter.

Please know that we strive to provide clear and transparent billing to all our customers, and we are constantly reviewing and improving our processes to ensure that our customers have a positive experience.

Thank you for bringing this to our attention, and we look forward to the opportunity to resolve this issue for you.

Best regards,

James | GemPages Customer Success Manager

I'm very sorry to hear you had such a negative experience. To clarify, Shopify controls billing for all apps in the app store, we didn't process the app charge.

However, we have intenal process for refund and will be glad to adress a refund promptly Shopify directly.

I have the case again with Ken ( who has been handling this case) and looks like that he had sent follow-up emails with instruction however, they weren't received by somehow.

Our agent had contacted Shopify Advisor to process the refund with assistance of Shopify billing team.

Your feedback has prompted a few things for us to improve: (1) We are QA-ing our support process, looking for things like better internal following-up system (2) We are considering to open phone call support service.

Long winded response, but want you to know that you are heard.

Thank you again! Best of luck in the future!

James | Customer Success Manager