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Disappointed with the cancellation process
The app itself works well, but the subscription cancellation process is a mess. I contacted customer support to cancel my subscription and was told it would be taken care of. I even asked for confirmation, but nothing was actually canceled. Later, I received an email from a different support agent telling me I had to manually switch to the free plan. That was never mentioned during the initial chat—very confusing.
I followed their instructions, switched to the free plan, and even uninstalled the app. Despite all that, I still got charged. Now I’m stuck trying to get a refund and completely disconnect from this app. Really frustrating experience. I won’t be using Kiwi again.
we're really sorry to hear about the confusion around the cancellation process, and we truly appreciate you taking the time to share this feedback.
We completely understand your frustration. While our team did respond with the steps to switch to the free plan, we recognize that this wasn't clearly communicated in the beginning. In the meantime, we've gone ahead and issued app credits to cover the most recent charge from our app, and we're glad to see your confirmation that it was received.
Thanks again for using our app. If there's anything else we can do to help, please don't hesitate to reach out.
- Kiwi Management Team
Unreliable app with major functionality issues. The "Import Product Table" feature is completely broken - the "Select" button is unresponsive. I've been reaching out to their support team for a week, but they still haven't fixed this basic problem. Save your time and look elsewhere.
We want to assure you that our team is fully committed to supporting our merchants. We've been actively responding to your support requests and asking for more details to troubleshoot, but we haven't received a reply.
Rest assured, we're working around the clock to resolve this as quickly as possible. Our team will reach out again shortly, and we're ready to assist whenever you're available.
We appreciate your patience and look forward to getting this resolved for you.
- Kiwi Management Team
Forced me to leave a review every time I tried to save a template.
Sorry to hear about your experience, and thanks for flagging this. The review request appears during setup but shouldn't block saving templates. That definitely isn't the intended experience. Our management team will be reaching out shortly to help resolve this and ensure everything's running smoothly. We'd love the chance to turn things around for you.
- Kiwi Management Team
Can’t see the size chart in the mobile site
总是发生同样的问题，当我们点击尺码的时候，插件就消失了
We appreciate your feedback and understand your frustration. Our team worked diligently to resolve the issue and successfully fixed it twice, but unfortunately, the changes didn't apply due to the theme helper extension interfering with the settings.
We want to ensure everything works as expected, and someone from our team will be reaching out shortly to assist you further. We appreciate your patience and the opportunity to improve your experience.
- Kiwi Management Team
the size chart can not be synced when you try to open a new store.
Thank you for your frank review.
We're sorry to hear that you had trouble with syncing the size chart in your new store. Our team will be reaching out to help resolve this as quickly as possible.
- Kiwi Management Team
on the busiest time of the year (black friday) app decides to crash, have no access to the back end and charts take forever to load on product pages. Definitely ditching this app as soon as possible!
Thank you for taking the time to send this review. We're so sorry about the issues you're struggling with! We've reached out to you by email already to get you back up and running ASAP.
Your app won't open. What's going on?/////??????There is a big problem with their app, now all the size charts don't show up, is their company out of business?
We're so sorry for the disruptions! We fixed the problem and the issue should now be fully resolved.
The issue was caused by a technical error on our servers triggered by the Shopify Admin outage earlier today. Unfortunately, this happened during our teams' offline hours, so it took longer to discover and fix than we would normally expect.
Please reach out to us if you're still experiencing problems - our support team is online and standing by.
It was a great app. Easy to use, effective, until it completely stopped working for weeks. We've waited and waited for a solution or information from support, but had no info, no fix, nothing. For this reason, we left for another app which was disappointing. An unreliable app is worse than a bad app IMO.
Thank you for this direct and honest feedback. You're right - we let you down at a critical time. This pains me because we care deeply about our customers' experience. I'll be reaching out to you directly to touch base about your issues - I can't promise that we'll be able to rectify things as quickly as you might need, but I promise you we'll treat your problems as a priority and do our very best to make this right.
Although we've been loving this app for a year now, it suddenly stopped working. Big display issues, and analytics data not available for the past 2 months, although we're on the ultimate plan.
I have contacted support 8 days ago. They said to be looking at the issue, but I haven't heard back, or got any update on the progress. We rely heavily on this app for our store and will have to pause our ads. I will of course edit this review as soon as I get an update.
We will be waiting in the meantime. Please improve your communication in the support/tech team.
Thank you. EDIT 1:
After being assigned to Luci from tech support, getting nowhere in 8 days, having days with no replies, and me leaving a 1 star review, I had a message from another support member, Zach.
He actually listened, ask a couple questions and was able to fix one of the issues in like 3 minutes. I felt heard for the first time here. Now I'm waiting for the second issue to be solved, but this gives me hope! Thanks Edit 2 (April 14th): It's now been 2 weeks and still no solution found on the other bug (all data analytics lost from January). The tech team is still working on their bug. We will have to move forward without this.
Thank you for taking the time to write such a detailed review and following up to edit it! I'm really sorry your initial experience was so disappointing, but I'm glad we're managing to turn it around for you.
As Zach mentioned in your conversation, our engineering team is now looking at the second issue you experienced. I should note here, just as a word of caution, that it may take them a few days to diagnose the problem, and if it is indeed a bug you're experiencing, we won't be able to provide an estimated timeline for a fix since there are too many unknown factors which could complicate that work.
However, we will stick with it and keep you posted no matter how it goes. Our goal is to make sure every customer has a fantastic experience with us, and we still have a ways to go to deliver on that promise to you!
Regards,
Hannes Bez
CX Lead