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Hello, need help. Why all size chart of our products are suddenly disappeared ?? How to solve it??? Pls contact me asap. Thanks.
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.
Hello, I'm one of your customers, and I've encountered a problem. Your application isn't working on my site. Could you please check it?
Hi Zepheria team,
We are so sorry you've encountered a problem! We are working to get in touch with you to help resolve any issues you've had!
We've emailed you to try to learn more about the issue you are having. Feel free to reply to that email or send us a note to support@kiwi-size-chart-recommender.zendesk.com
Thanks!
This app was perfect until last 3 days it has messed up my sales. THE SIZE CHART DOESN'T LOAD AND AS A RESULT IM SEEING DROP IN ADD TO CART. MAILED THE TEAM NO RESPONSE. PLEASE DO SOMETHING ELSE I'LL UNINSTALL THIS APP.
Hi Huedee team.
We apologize for the problems you encountered! We've reached out to you directly by email, to see how we can resolve the issue.
Thank you for taking the time to write to us - we hold ourselves to higher standards than this.
Your app won't work. What's going on?/There is a big problem with their app, now all the size charts don't show up !!!
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.
The app seems good, but I really cant use it, because after installing it, it messes up the product pictures on the product page of my theme. The pictures of the featured products become very streched and ugly, which brings negative experience to our customers. I contacted support and provided detailed explanation from where the problem comes, but never got a response after that if they plan to fix this issue. Really pitty, because I want to use the app and the recommender option, but since the support is not answering and providing a fix of this issue, I have to look for another app.
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.
Not able to properly review as I can't get further with instalments before I leave a review..
Hi there! We tried to reach out to you several times but we unfortunately do not have any reliable contact information for you or your store. If you still have Kiwi installed, I'd love to jump on a call to make sure you're set up properly and everything's working well. Please let me know!
Best,
Hannes Bez | Director of Customer Experience
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
We've been using this app for many months now. It was reliable up until we started to have issues on some products. The support has been really bad, they've been dragging us for one week to solve the issue, and it's not even solved yet !! We opened many tickets and it's starting to hurt our business as customers cant find the size guide they are looking for and we are not being able to edit any guides on the back office.. Errors everywhere! We are seriously thinking to switch to another app you should too if you'r reading this!
Thank you for taking the time to reach out to us. I apologize for the problems you've experienced recently with our app, and I'm particularly sorry about the inconsistent customer service we've provided through this period.
I know our team reached out to you immediately after you posted this review and are already working hard to resolve these issues for you. I appreciate your patience as we get this all sorted out. I'll be overseeing progress personally until everything's fixed and you let us know you're happy with the outcome.
Regards,
Hannes Bez
CX Lead - Staytuned (Kiwi)
Instalei mas achei bem complicado, e ainda tudo em inglês. Ainda fiz o plano premium par ver se facilita mas realmente e muito complicado .... Dinheiro jogado fora! Gostaria de uma Ajuda para que realmente possamos resolver esse problema.
Obrigado por escrever um comentário. Sinto muito em saber dos seus problemas. Eu gostaria de ter certeza de que isso seja corrigido para você imediatamente. Vou te enviar um e-mail em breve. Além disso, por favor, perdoe-me se minhas mensagens parecerem estranhas - infelizmente ninguém na minha equipe fala português, então eu tenho que usar o Google Translate.