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Ive been using PicBot since it was Groovepacker, some time now. Worked well but one feature it didnt have was time and date tagging when orders are processed. This is important for us as all orders are packed under CCTV so any customer claims of shortages etc can be double checked which could take hours are you need to troll lots of footage. I reached out to support to suggest the feature as i was going to go else where. Response was instant by several contacts but Olivia took what i was looking for and worked with the development team to role out exactly what i needed in record time during the run upto Christmas. In addition I was able to reduce my plan as i no longer needed the unlimited plan so saved 50% there to. Now have everything i need at half the cost of other apps. Thankyou to Olivia.
We have sent three emails, and it has been a month with no response. We are going on two years of being a customer. This is really disappointing. We will be looking for alternatives.
Update: Support reached out after the bad review and then proceeded to email me that searched through their emails and didn't see our email. Which was interesting since they replied on the original email thread. We ended up installing due to the lacking customer support.
We chose to ignore this customer's emails and pleas for help after providing them service for two years!
If that makes zero sense and seems super unlikely it's because that is not what happened.
After all, if you have a customer paying to use your app it's generally a good idea to respond to them and be helpful, right?
When we saw the notification of their 1-Star review we were shocked and we reached out. We apologized first, then explained that we did not get the follow up messages they thought we had.
After apologizing we turned our focus to addressing their issue.
Internally we added redundancy to our incoming support email. 2 years before we had a similar issue with Support messages from Shopify. (see the other 1-start review)
Once might have been a random glitch but twice was reason to set up a dedicated address with multiple email and Slack forwards to ensure no Shopify support messages are ever missed.
Later we found the missing messages. They did not show up in the initial searches but they were apparently there the whole time. We shared this with the customer and apologized again.
I optimistically thought BuffChick would accept our apology. They did not. Instead they insisted we were lying about not seeing their message.
They believed (and continue to believe) that we did receive their message an did not reply, due to either incompetence, or some type of malice? I'm not sure.
What I understood from their reply was that they believed because we had replied to one of their earlier messages (which we did) that we must have received all subsequent messages and were therefore lying.
Later finding the message and letting them know was further confirmation to them that we were liars. 🤔
We've been offering support for this Shopify app and for GroovePacker (our stand alone pick & pack app) for over a decade and we've never felt that replying to our customers was "optional".
It really bothers me that a technical issue caused us to loose a customer and I'm very sorry that some people have been lied to so much that they are more likely to believe a company/individual is trying to deceive them than that an email delivery could fail.
In any case I wish BuffChick the best. We would always be happy to work with them again if they decided to give us another chance. I feel certain that the redundancy measures we've now put in place will ensure we receive every message.
Hi!!! We've been clients for almost 2 years, we've reached out over these past 2 years 6-10 different times with no response!. I'm reaching out thru the website directly this time to see if someone could help us out in one important issue with the app that weve been experiencing ever since we installed it but the contact support app doesnt work after inquiring if im a robot.
Whenever our clients place an order with 35+ items, the app is unable to scan the order, is there a limit of scanneable products?
Im reaching out thru here to see if someone can help us I dont know where else to look for contact info. I can delete this review ASAP but please reach out! out store is makeupmxdistribuidora
Hi there! I appreciate your loyalty over the past 2 years.
We did receive your question and I'm pleased that we were able to send a reply in about an hour. Unfortunately, it seems you did not receive it. Possibly there was trouble with your mail server. We use FreshDesk and it occasionally has trouble sending mail when there are mismatches in the recipeints's mail server records. I do apologize for that.
Fortunately, there is a great solution, you can log in and create a ticket after providing your email here: https://groovepacker.freshdesk.com/support/signup
This will let you see and track your requests.
I really like this app. It catches all our mistakes. It does show a lot of "error" messages, but usually refreshing it a couple of times takes care of that.
- Only area of improvement is to let you print more than 10 Packing slips. That's a lot of clicking and waiting for pages to load to do 200+ orders 10 at a time.
I would double what I pay for the subscription if it could do 1 additional thing: predict the shipping package and print it on the packing slip so that my workers could know what box they'll need before they start fulfilling the order.
Overall I am very happy with the app and I hope it continues to make updates as it's the only app I've found so far that offers this service. Get the app - you'll save time and money.
We use this app to scan orders at our Fulfillment Center. Since using this app the Pick Errors have gone down significantly. Recently they have added a feature to verify the shipping label one the order has been scanned. I like how adding this feature they have addressed the major areas of concern that may happen during fulfillment of orders. Their customer service is also great. They respond to concerns or issues very quickly and are very kind.
Fantastic App. Easy to use and easy to integrate. Dan is very responsive to any questions you may have. Highly recommended.
I wish I had found this about a year ago. I hired some help in the shipping room and pick pack errors had been an ongoing battle since. This is a simple scan to verify process that seems well thought out. First you scan the order number, then you scan the products. If you have the wrong product it buzzes you. If there is more than one of an item you have to scan each one and it counts. Lifesaver! It easy to see what is going on as you scan with pictures of the item, dummy proof I think (we will put that to the test ;)). Before starting I had to add barcodes for the items. Dan suggested using the sku and that was fine for our needs. The multi-label barcode app works well for creating the product labels. I had a zebra barcode scanner from another project and it worked, plug and play with the app and barcodes. I recommend GP lite if you are needing some packing help. It is certainly faster than double checking every order. I have not seen a single error since we started using this except for an item we did not have barcoded yet so I have to take the blame there. Overall good app. I would like to see them add barcode printing. I would give 4 starts but the support when contacting with questions was excellent so I'll say 5 stars as long as things are going smooth and it catches all our errors.
When I originally downloaded this app, it lacked the functionality I needed. I reached out to Dan, even had a phone meeting with him, to discuss my particular needs. Within a week, BAM, I got what I asked for. Top notch customer service! Now... what might that functionality be??? We needed to be able to scan both UPC barcodes AND/OR SKU barcodes. (certain items we have have one or the other). Other features I really love about this app, compared to others, is that it has a BIG image right in the center, that shows the product to be scanned. It displays a big green "Nice Scan" when good and a big red 'X' if the product is wrong, and the added audio too. Also the detailed information provided to the said item. (see his screenshots if you haven't already). Now there should be no reason why my staff accidently ship out a wrong item. Thanks again Dan for everything! Stephan - i-Bead Inc
Simple to install and setup. Easy for my guy to use. Helps me sleep better at night. What else can I say? 5 stars.
Quick installation and setup. We were up and running in the same day. We've found what we were looking for.
It's what we are looking for and it's going to work for us but I want to switch to the full package. Can someone call me?
It's good. It makes it easy to onboard new people in the warehouse. Recommend for everyone. thats the thing we should all must have.
We used groovepacker lite for a few weeks and it's been great. We moved to the standard version because we added bundles for the summer. I like the reporting in the standard version.
Dan, thanks for taking the time to answer all my questions and help us figure out how we could fit groovepacker into our workflow and integrate with our other software. It's rare to find competent customer service now a days.
My initial interaction with customer support could have been better and was triggered by a broken scanning system (bin location error). Dan of GP Lite was transparent with the situation and found a remedy to the initial problem. However, in the end, Dan's communication went cold, GP Lite's features were too limited, and an upsell to use the standard version GroovePacker was not worth the time, effort, or money.
Your ticket was indeed mishandled and I understand your frustration due to the lack of response. I am confident we can resolve your issue quickly and get things back on track if you decide to give us another chance. I've reached out on our previous ticket. Looking forward to earning your business.
The app meets our needs. Our orders increase during the holidays and we brought on temporary help and we were worried they wouldn't know our products well and would make mistakes. This app solved all that and I was able to put more focus on marketing during the holiday season.
We were struggling with pack errors since hiring help. Mistakes on international shipments were killing us. I believe we tried every scanning app in the app store before settling on this one. My team and I felt it was the easiest to setup and so far it's been a game changer. Errors basically stopped from day one. Each time I hear the buzzer go off in the shipping room I know a potential error was stopped. We scanned in our UPCs and all barcodes are reading well. I'm using a socket scanner and an iphone. Tip for new socket mobile users: The power button on the scanner can be used to toggle the keyboard. You won't need to see the onscreen keyboard so hiding it frees up some screen real-estate. With this app we've eliminated the double-check step in our packing process so I would say we are processing as fast or faster than before. Downsides? Adding a barcode to the packing slips was a real struggle. I am reasonably savvy when it comes to HTML and CSS but despite a number of attempts, barcodes would not print. I reached out to support after giving it my best. I am really impressed with their responsiveness. They were very helpful and after some troubleshooting back and forth they were able to provide what I needed to paste in to make it work. I like that I can count on their team if I have issues. A short time after the resolution of the packing slip barcode issue they added packing slip printing to their app which we are now using. I'm glad to see developers that take customer feedback into account. I'm glad I found them and I would make the same choice again.