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This app has been a nightmare from the start. It constantly crashes on the product page and the size information is always wrong. Support is painfully slow and never actually solves anything, they just say they’ll look into it and then never follow up. As a paying customer, I expected at least basic help, but the problems have persisted for ages with no resolution.
The worst part: I was invited to a call thinking my issues would finally be addressed, but instead, I was yelled at by an employee for “asking too much” just because I wanted the colors and fonts to match my website branding, something every other app provides without issue. The attitude and lack of professionalism are unbelievable.
Do yourself a favor and stay far away from this app. It’s a waste of time and money. Absolutely horrible experience, never install!
Hi Portraits de Famille and team,
I’m really sorry to hear how frustrating this experience has been. Running into product page crashes, incorrect size information, and waiting on support without clear resolution would be incredibly frustrating for any store owner.
I was also concerned to read about your experience during the call. Conversations with our team should always feel helpful and respectful, and it’s disappointing to hear that the interaction left you feeling otherwise.
Your request to match the colors and fonts with your website branding is completely reasonable, and we understand how important that consistency is for your storefront.
We’ve just reached out to you directly by email so we can take a closer look at the issues you mentioned and review what happened with your previous support interactions. If you’re open to it, we’d really appreciate the chance to work through this with you and help get things back on track.
Thank you for sharing your experience with us.
- Kiwi Management Team
EL SERVICIO AL CLIENTE ES PESIMO Y TIENEN BOTONES QUE NO TIENE NI UN SENTIDO PONERLO EN CIERTOS LUGARES DONDE UNO TRABAJA, POR EJEMPLO EL DE DESINTALAR LA APP ARRIBA DE DONDE HACER TUS PRODCUTOS
We've been using this app on multiple sites for many years and have found it to be buggy from time to time. Recently this has caused issues with the operation of our sites. Bugs happen from time to time, we understand that. However, the extremely disappointing and frustrating thing is the lack of assistance and communication from the app developers. We've had an open ticket for over 6 weeks that has not been resolved and now that ticket has been removed from the chat. Overall a very frustrating experience, still with no solution. Based on our recent experience, we cannot recommend this app.
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
Very hard usage, customer support is never available. You always get an AI bot, and never able to get in touch with a real person
We’re really sorry to hear about your experience, and we appreciate you sharing this feedback. Our goal is to make support easy and accessible — not frustrating.
I do want to clarify that your issue was already addressed and resolved by one of our technical support agents (not AI), and we’ve reached out again to check in and ensure everything is working properly on your end. If there’s anything still unclear or if you’re facing any new issues, we’re here and ready to help.
Thank you for giving us the chance to make this right.
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
Moved to next plan -> decided it's not okay for us (not possible to translate fields from English).
Tried to move back after few minutes and it was not possible anymore.
Created lots of manual work for us without any real reason.
Thank you for the 5-star review SMF Essentials and team!
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.
Aweful app. I've been very disappointed. I've been trying to set up a bra size recommender for month and the support has been of zero help, it's not working & they even charged us more. Don't recommend.
Hi Piera Lingerie and team,
Sorry to hear about your experience. We understand how frustrating this has been and want to help make things right. Our team has already reached out directly to offer support and resolve the issues you're facing with the bra size recommender.
We're committed to turning this around for you.
- Kiwi Management Team
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