Pick Bot ‑ Barcode Buddy

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 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.