Reviews (180)

Overall rating
4.5
Counts per rating level
  • 86% of ratings are 5 stars
  • 3% of ratings are 4 stars
  • 1% of ratings are 3 stars
  • 2% of ratings are 2 stars
  • 7% of ratings are 1 stars
What merchants think

Feedback submitted

Merchants highly value this app for streamlining the returns and exchanges process, enhancing customer satisfaction and retention. Its automation features minimize manual tasks, while analytics tools provide insights into return reasons and customer behaviors. Features like "Shop Now" and "Instant Exchange" offer customers alternatives to direct returns, and the app is noted for its easy integration with Shopify. Customizable workflows and responsive customer support further enhance the user experience, with regular updates adding new functionalities.

July 3, 2023

The platform is flexible and works ok. BUT - when you sign up you are LOCKED in to that monthly payment, no matter what. If your business model changes and you want to change to a cheaper plan or cancel the service, you are out of luck. Even if you are not using their service at all they will make you pay them every month, no matter what. It is really not an appropriate business model for this kind of service and they do not care about their customers AT ALL.

VeloVetta
United States
8 months using the app
Loop replied July 27, 2023

Thanks for taking the time to leave us this review. Your account manager has been notified and will follow up with you on our usage-based pricing plan which allows you to pay a flexible fee based on the amount of return volume you do each month, so that you are only paying for what you use.

May 30, 2023

Loop is a fantastic solution for easy returns. The onboarding was clearly laid out and easy to implement. Automations are easy to set up and streamline a lot of processes. Some additional reading I'd recommend when defining your policies in the app is their page on return fraud: https://www.loopreturns.com/blog/the-easy-way-to-handle-return-fraud/

We got targeted by a few fraudulent orders and the fraudsters were able to game the USPS tracking to show up as delivered without anything actually getting delivered to our store.

Their integrations with Shopify are really great, and it's nice to be able to see updates on the order status page directly in Shopify.

Patagonia Bend
United States
7 months using the app
Loop replied May 31, 2023

Thank you for sharing this review as well as our blog on fraud! 🙌

May 5, 2023

They did not help with our onboarding process. The system does make it easier for customers to submit for returns, but if you're needing exchanges across different prices/products that cost extra. It caused more headache with our backend systems than it solved problems.

Edge Eyewear
United States
5 months using the app
June 30, 2022

The most disgusting experience we have ever had working with any app or any company in nearly 10 years of business. DO NOT SIGN ON TO LOOP. They will coerce you in to a 12 month contract up-front. The reason they do so is apparent once you download the app. Nearly one month later, my own team dedicating hours each and every day - the app is still not installed. It is the most complicated and convoluted procedure. The only support you receive is essentially to figure it out for yourself. Any complaints or queries are dismissed. Their service is disgusting. Their app is a rip-off that doesn't function. DO NOT MAKE THE SAME MISTAKE WE DID. We have since downloaded a cheaper app that we installed within 30 minutes, and had a live chat customer service function that was absolutely helpful. BEWARE - Loop will rip you off.

Prene
Australia
About 2 months using the app
May 18, 2023

Application is great so far! While I did think the self-guided onboarding was neat I think they could have been more high-touch at first with some check-ins. I was able to figure it out but could have been supported more. Onboarding manager was great, I just think the company needs to take a look at the onboarding process and maybe give the customer an option if they want self guided, self-guided low touch, or need more support high touch.

Pavise
United States
About 1 month using the app
Loop replied May 18, 2023

Thank you for this review! We're always taking our merchants' input into consideration and appreciate the feedback!

December 3, 2021

We just are onboarding Loop and so far so good!
Everything from our first meeting with our rep, Johnny, who really explained Loop in the most engaging way, to the initial phases have been exactly what we wanted. Effortless, simple and accessible!

Naked Sports Innovations
United States
About 23 hours using the app
July 31, 2023

This company is very difficult to deal with, don't expect to have this app up and running quickly. I started the process with them and after 7 days I couldn't even get a straight answer on pricing from them let alone the app up and running. they wouldn't let me just select the $29 plan as advertised on the app page and get up and running.

kristinmagrit
Australia
6 days using the app
September 7, 2023

Once you "install" the app, you can't even try it. Instead, they force you to do a Zoom call and the link to book a call didn't even work.
Pricing is not transparent at all, they have a subscription fee and a cost per return.
The usage fees aren't displayed on their website or mentioned on the Shopify app store page.
They only integrate with Shopify, so you won't be able to use Loop if you have any plans to change your e-commerce platform.

They only do 12-month minimum contracts.

1. Misleading marketing
2. No free trial
3. Opaque pricing

Too many red flags for me.
I'm shocked Shopify would even approve this app.

SYRON GOLF
United States
2 days using the app
Loop replied November 1, 2023

Thank you for leaving this review and sharing your concerns- all of this feedback is heard and has been relayed to our team. Our top priority is ensuring everyone has a great experience with us and I am sorry to hear you feel this was not the case.
We genuinely believe that if you choose to become a customer in the future, you'll find our platform to be a valuable asset for your business. Someone will reach out if you are open to discussing this further.

October 28, 2024

Nominal
United States
Over 3 years using the app
Loop replied November 4, 2024

Thank you for the 5 ⭐️'s!

March 8, 2024

LUNA Sandals
United States
About 5 years using the app