iCart Cart Drawer Cart Upsell

You are one of our valued customers, and you had been using our app for 520 days. We noticed that you recently uninstalled the app on 20-02-2026.

We wanted to understand if you faced any specific issues. That’s why we reached out via email. As we didn’t receive a response, we assumed the message might have been missed and sent a follow-up email.

If our emails caused any inconvenience or disturbance, we sincerely apologize — that was never our intention. Since you had been using the app for such a long time, we simply wanted to understand the reason for uninstalling it so we can continue improving our app.

Feedback and suggestions from valued customers like you mean a great deal to us and help us enhance the overall experience.

Thank you for your time and understanding.

We’re truly sorry to hear about your experience and understand how concerning this must have been. We sincerely apologize for the inconvenience caused.

Our app was not under maintenance during that time. To investigate the issue properly, we have sent a collaborator access request to your store. Kindly approve it so our team can thoroughly check the issue from our end.

We also responded to your email promptly and sent follow-up messages, but we did not receive a reply. We’re more than willing to assist and resolve this as quickly as possible.

Please connect with us, and we’ll prioritize your case right away.

We’re truly sorry to hear about your experience — this is not the level of service we aim to provide.

If the app affected your store’s theme or left any code after uninstallation, we sincerely apologize. Our team would be happy to personally help you clean everything up and make sure your store is back to normal, even if you no longer wish to use the app.

Please feel free to contact us directly on WhatsApp at +91 73831 29192, or book a one-on-one meeting at your convenience:
https://cal.com/identixweb-shopify-apps

We regret that our support did not meet your expectations, and we truly appreciate your feedback. It helps us improve. We would be grateful for the opportunity to make this right for you.

Hello there,

➝ We sincerely apologize for any inconvenience caused by our app, and we extend our heartfelt apologies for the same.

➝ We have conducted an investigation with our support department regarding your store to determine whether you have informed us about the issue you faced. However, according to our records, we have not received any emails or other concerns from your side.

➝ We kindly request you to send the details of the inconvenience you experienced to our support email (support@identixweb.com), so we can investigate the matter further and provide you with an update. If the issue can be resolved from our end, we will promptly address it and inform you.

Greetings from iDentixweb!

1. We incurred a loss of 30K USD. We discovered this after customer complaints: the cart drawer is not responsive and so small and does not work on some devices.
➝ There is no data we received for this and you also haven't mentioned while doing chat with us. We believe, our app helped you to increase your AOV.

2. There are no cart drawer design templates, and the CSS is insufficient.
➝ We have more than 2k active customers who are using our app without any issues with this design. Also, have some who designed the cart to match their branding via CSS code based on their knowledge. We help those businesses in the CSS to match branding if they have insufficient knowledge in CSS.

3. The UI/UX is not user-friendly.
➝ You haven't mentioned this point in the chat you had with us and now you're writing it here as your review. That's strange! ☹️

4. The company does not have enough employees, and only junior developers are available.
➝ We are running the company with sufficient employees. You said this without knowing the numbers. 😅
How could you say that we have only junior developers? We do not give direct contact to our app developers because they are occupied in the company work and you have always been asking for the developer when you contacted us.

5. No one speaks English; translation into Hindi is required.
➝ We have served thousands of our app customers in the English language and all are happy with the support provided to them. You can read them in the app reviews as well. Nobody has mentioned they have any trouble in the conversation with our support team except you.

6. It is not compatible with other applications. Custom JS needs to be added for "add to cart" triggers, which is not the case with other applications.
➝ Every app has a different flow and code instruction for their app. If you find any issues, you might contact our support team for further investigation and solutions. I can see past reports where our team has always been able to provide integration support and has done a couple of integrations too with other third-party apps.
Here is the link to the page where our integrations are mentioned:
https://www.identixweb.com/helpdesk/integration-icart/

7. It does not automatically fetch custom attributes or options, whereas other applications do.
➝ As per looking at your conversation with our team, you never mentioned this. You have always been asking for the feature that our app doesn't provide or beyond the app features. I can also clearly see that our team helped you achieve some features with extra effort and time through the customization.

Hey there,

➾ We sincerely apologize for any confusion or inconvenience you’ve experienced. Upon reviewing your store and our email conversations, we noticed that you had requested a refund.

➾ To clarify, our free plan is available exclusively for Shopify Partner and Development stores, as stated in our app's billing details on the Shopify App Store. Since your store is not registered under a Shopify Partner or Development account, standard billing was applied. We understand that this may have been misunderstood, and we truly regret any frustration this may have caused.

➾ For your reference, here’s a screenshot detailing our pricing structure:
https://prnt.sc/ihfrQz6FrN2i

➾ We’d also appreciate it if you could reconsider your review based on this clarification.

Hello there, I am sorry 😔 to hear that you encountered many bugs with our app and that you feel that our support is not attentive to helping you solve them. I understand your frustration.
➝ We have mostly resolved the issues you reported timely and haven't taken longer time in the resolve. The pending thing is waiting for the third-party app integration with your Look Return app and we are ready for it from our side and have suggested the necessary steps to follow for the integration.
➝ We hope to complete the integration soon if their support team coordinates with us and you enjoy the full functionality of our app.

Hello 👋🏻 Samantha, I hope you are doing well!
➝ I have checked the email inbox for our support account and found your 3 emails there. Guess what? Each email is replied to on the same day when received your email. Please refer to the below screenshots:
- https://prnt.sc/Z2KF134oEL_Q
- https://prnt.sc/A_Q0mRd9LoXQ
➝ Today, we received another email from you and it's also been replied to by our support team. Please check the below screenshot for your reference.
- https://prnt.sc/CIx21BltAFWD
➝ I request you to check your SPAM folder if the email isn't fallen into your inbox.

Hello 👋🏻 there, sorry to hear that you didn't like the app!

UPDATED:-
We have made multiple attempts to reach out to you, but it seems that you're refusing our replies and not responding there. To rectify this situation, we kindly request your assistance in providing us with an alternate method of communication where we can reach you reliably.
Additionally, we would appreciate it if you could check your spam or junk folders to see if our emails have been redirected there unintentionally. Sometimes, email filters can mistakenly classify legitimate messages as spam.
We apologize for any frustration or inconvenience this issue may have caused, and we remain committed to resolving it as quickly as possible. Your satisfaction is our top priority, and we appreciate your patience and understanding.

ORIGINAL:-
➝ Did you check the guide before uninstalling the app? If not, please refer to the below guide link for the app uninstallation where we have suggested the steps to remove the app code.
https://www.identixweb.com/helpdesk/icart/settings-icart/uninstall-instruction/
➝ I've seen that our support team is in touch with you for solving the problem you had with the theme. But you refused to give access to your website for removing the app code from your theme. Also, your last response is saying that you had managed to resolve the issue yourself.
➝ I hope you'll give us a chance to serve you our service and give it one more try for your website because this app will be useful to increase your order value by suggesting an upsell/cross-sell in the cart. 😊😊

Hi Xiwen,

I hope you are well and safe!

Sorry for the trouble you had with our app and I apologize for that.

I have checked the email conversations you had with us for the problems you were facing with our app and had seen that the issues you reported were fixed from our end and in your next email you mentioned repeated issue one of we have resolved.

I request you to check from your end by using the incognito mode of the browser or clear the browser cache because sometimes you see the same issue which was fixed due to browser cache.

You have mentioned in the email that your cart page's checkout button isn't working so let me clear you that haven't worked in your any theme files and even didn't touched any of your theme files while working on the issue you reported because those were causing in the app so we have done all fixes from our app.

I admit that one file is including in your theme while the app is active/enabled and it's modifying under the theme.liquid and this doesn't cause any issue with your theme functionality.

Do let me know if you still have any questions or queries.