LitExtension Store Migration

Hi Valued Client,

This is Anna, Customer Success Manager at LitExtension. On behalf of the team, I apologize for any inconvenience you experienced with our migration app, and I want you to know that we did not intend to provide you with such an unsatisfactory experience.

After reviewing your case, we see that there's no migrations created by your account; so we wonder if you encountered difficulties in creating the migration. We understand how frustrating this can be, and we genuinely want to assist you in overcoming these challenges.

I have personally reached out to you via email to discuss the matter further and provide you with optimal solutions to help you successfully launch your store at the earliest convenience. If you could kindly check your email and get back to us, we would greatly appreciate it.

Your success is our success, and we are committed to ensuring your satisfaction. We value your feedback and want to work closely with you to address any concerns and provide a positive experience. Please rest assured that our team is dedicated to finding the best possible resolution for your situation.

Thank you for your understanding & We hope to win you back.

Best regards,
Anna, Customer Success Manager

Hi CosFair GmbH Team,

This is Anna, Customer Success Manager at LitExtension. Thank you so much for your feedback. I understand that you have concerns regarding the import of net prices instead of gross prices and the missing brand names and categories during the migration from WooCommerce to Shopify. On behalf of the team, I apologize for any inconvenience this may have caused. Please allow me walk you through your concern.

Regarding the pricing of products, our tool operates based on the net prices as it aligns with the common requirement of the majority of our customers. However, if you prefer to import prices differently, you can reach out to us for support, and we will be more than willing to assist you; however, we have not received any specific request from you regarding the product price.

You mentioned that the brand names were not imported correctly, and you had to fix them manually. In our conversation, emailed back and forth from April 21, 2024 to May 6, 2024, we have provided evidence of the imported data in both the database and API, including products without brand names.

Regarding the products imported into the wrong categories, we have also provided proof of the accurate category importation in the database and API.

I understand your frustration with the perception that we made mistakes and you had to fix them yourself. We have provided evidence and sample to demonstrate that the data import was accurate. However, it is challenging for us to determine the exact cause when claims are made without supporting evidence. As business professionals, you and my team both strive to provide the best service to our customers. To ensure better understanding and cooperation between us, I hope we could work together to resolve any outstanding issues.

In addition, I want to acknowledge that besides the default package you purchased for the basic migration, you also requested customizations over the weekend, which is out of our business hours. However, to provide you with the best possible support, we allocated additional resources to assist you during the weekend. While our standard rate for weekend support is $50 per hour, we have still offered to assist you free of charge, considering your deadline and budget limitations.

We sincerely appreciate your review, as it serves as a valuable reminder for us to improve consistently. While we understand your perspective reflected in the 1-star rating, we kindly believe that it may not fully capture the depth of our commitment to ensuring customer success and delivering exceptional service. Your feedback is truly valuable to us, and we remain dedicated to continuously enhancing our offerings and providing the utmost care and satisfaction to our valued customers.

Once again, I apologize for any confusion or inconvenience caused. Our team is committed to resolving any remaining issues and ensuring your satisfaction. Please let us know how we can further assist you by replying our emails that we sent you a few times but never hear back from you.

Thank you so much for your understanding and cooperation.

Best regards,

Anna Hoang, Customer Success Manager

Hello Planethair,

I would like to send you our dearest apology for this inconvenience. Let me clarify the case for you.

A LitExtension All-in-One project will be closed when our team has finished the migration and quality testing, as well as fulfilled all requirements of customers that we have agreed on beforehand. For 3 months afterward, customers can run unlimited re-migration or smart update for free. After that point, further work will be charged accordingly to our Pricing policy.

In this case, it was our pleasure to successfully finish an All-in-One migration project for you. Because we would like to do everything within our ability to keep you satisfied, we have let you run re-migration without any fee even after the 3-month period. However, it's not possible for us to perform any free customized work after your All-in-One package ends, since customization requires our developers to invest hours of coding to get it done which will require payment.

We have done everything we can in order to serve you best. I hope to have your understanding.

Hello Max,

On behalf of the team, I sincerely apologize for the inconvenience that we have caused you.

Customer satisfaction has been LitExtension's top priority since the very beginning and we have always thrived to deliver the most pleasant migration experience for our customers. Unfortunately, mistake was made by our team which caused you great disturbance and we are truly sorry for that. We have worked with our team to ensure that this will never happen again in the future.

Once again, we are terribly sorry for your unpleasant experience. Hope to have your understanding.

Hi Katia,

I want to address the concerns you have raised in your recent communication and provide further clarification regarding our services.

First and foremost, on behalf of LitExtension, I would like to apologize if there was any confusion or misunderstanding regarding our guidelines and collaboration process. We understand that you wanted our assistance but were reluctant to follow our guidelines and collaborate effectively. It is important to note that without proper cooperation, it becomes challenging for us to ensure a smooth and successful migration for our clients.

As business owners ourselves, I believe that both of us understand the importance of effective collaboration when providing services to our clients. We acknowledge that you sought our assistance, but it appeared that you were hesitant to follow our guidelines and collaborate effectively. It is crucial to note that without proper cooperation, it becomes challenging for us to ensure a smooth and successful migration for our clients.

We completely understand and respect your decision to retain control over your Square account, as well as the significance you attach to data security. As a company, we prioritize the protection of your information above all else, particularly when collaborating with international brands. Our unwavering commitment to GDPR compliance ensures that we implement rigorous data privacy measures and uphold the highest standards of security in our monitored working environment. Hence, we offered alternative solutions that you could have generated an API access token directly from Square yourself, which would have allowed you to maintain full control while enabling us to proceed with the migration effectively.

Regarding our company's location, we have never stated our company is based in the USA. We were transparent about our workflow and processes in the initial emails. Our team comprises experienced professionals who have successfully assisted numerous clients worldwide, ensuring a high-quality service regardless of geographical location. We take immense pride in being the leading provider of e-commerce data migration services. Our reputation is built on a solid foundation of trust and customer satisfaction, as evidenced by the 2,000+ positive reviews we have received on Trustpilot and the Shopify marketplace. Throughout the migration process, we place a strong emphasis on effective communication and empathy, ensuring that our clients' needs are met with the utmost care and understanding. Our goal is to deliver a seamless and exceptional experience for every client we serve.

We genuinely wanted to address your concerns and encourage open communication, which is why we also offered phone calls to expedite the process. We regret that you declined these opportunities; however, we respect your decision to cancel the project. We firmly believe that your success is our success. Despite the cancellation, we are committed to your satisfaction. As per your request, we have promptly processed the refund, acknowledging the collective efforts made.

We sincerely appreciate your review, as it serves as a valuable reminder for us to improve consistently. While we understand your perspective reflected in the 1-star rating, we kindly believe that it may not fully capture the depth of our commitment to ensuring customer success and delivering exceptional service. Your feedback is truly valuable to us, and we remain dedicated to continuously enhancing our offerings and providing the utmost care and satisfaction to our valued customers.

Once again, we apologize for any inconvenience caused, and we appreciate your feedback. Our team is committed to continuously improving our services and ensuring that our clients are satisfied. If you have any further questions or concerns, please do not hesitate to reach out to us.

Thank you for your understanding.

Anna, Customer Success Manager
LitExtension