Loox ‑ Product Reviews App

Hey,
Josh from the Loox team here :)

I completely understand how stressful it is to get an unexpected charge. I would be happy to help you with this.

I want to assure you that Loox cannot, on a technical level, add any hidden fees on our subscription plans available.

Our Growth plan is a pay-as-you-grow plan that charges based on how many review request emails you send each month. You can also find this outlined on your Plan Selection page, our website, as well as the Shopify app store.

This plan is designed to allow you to collect reviews from all your customers, but only pay for what you actually use. This means that during slower months you automatically pay less.

Loox is designed to provide extremely high ROI on the price, not only by creating social proof that boosts conversion but also by incentivizing repeat buys with next-purchase discounts for reviewers, as well as reaching new customers via Loox Referrals.

I’ve personally reached out to you and am happy to continue the conversation with you privately.

Hey,
Amit K. from the Loox team here :)

I apologize for any confusion on the matter. As we mentioned in our correspondence, the Unlimited plan is designed to scale with your business and to avoid overpaying during slower months. We also mentioned the plan's terms on this page, our pricing page, and Shopify's charge confirmation page.

In any case, I have reached out to you over email for further assistance!

Hey,
Amit from Loox here :)

Please find the email I sent to you regarding the solution to what you were asking for.

Our team and I are always happy to help!

Hey,
Josh from the Loox team here :)

I'm truly sorry to hear your experience with Loox was not as you expected. I would be more than happy to clarify what's going on.

Shopify requires explicit merchant consent when selecting an app's subscription plan. Loox cannot, on a technical level, change your subscription plan ever.

From your account history, I can see that you changed your plan several times over the course of your history with Loox. I can also see that you reached out to us regarding these changes and that we responded within a few hours to each email. I personally called you today to try and speak with you and help address any of your confusion.

During our call, you expressed that you did not wish to speak and provided me with an additional email so that we could be in contact. I immediately emailed you following our call with an explanation of what was happening and, once again, address your concerns.

I would be happy to schedule a time and discuss your current subscription. I have sent you my personal link for us to work together and answer all of your questions.

Hey - Yishai from the Loox team here :)

I can see that we answered your support request on November 9th (the same day you sent the email). Could you please check your email address for a response from support@loox.io?

We try to answer all support emails as soon as possible and always within 24-hours!

In any case, feel free to contact us again if you need any further assistance.

Hey,
Dor from the Loox team here :)

I'm sorry to hear your experience with Loox was not as you expected, and I'd like to elaborate on this matter.

Please note that since Loox does not have a built-in solution to translate reviews on your live site, we have an integration with Weglot, which allows you to do just that.

Through the integration with Weglot, you can translate your reviews automatically according to the user's language.

The integration with Weglot is available on the Advanced plan, which I see you are currently subscribed to.

If you are facing issues with the integration, or for some reason it is not functioning properly, please let us know and we'll be happy to assist!

In any case, I have reached out to you over email for further assistance! Please look for an email from support@loox.io in your inbox :)

Hey,
Tal from the Loox team here.
​
​I completely understand how stressful it is to get an unexpected charge, however - your claims in this review are not true.
​
Shopify manages all app charges and billing cycles, not Loox. This means that you cannot be charged without Shopify receiving approval by someone with app permission on your store's account. Our logs indeed show that your store has installed and approved the Loox trial and payment.
​
I see that you are on our Growth plan, which is a pay-as-you-grow plan that charges based on how many review request emails you send each month. This plan is designed to allow you to collect reviews from all your customers, but only pay for what you actually use.
​On months where you have more sales, you pay more, and during slower months, you automatically pay less.
​
​There's no need to make offensive and untrue claims in a negative review.
​
I can see that you are currently in communication with our team privately, we are happy to continue discussing your concerns there.

Hey,
Rotem from the Loox team here :)

I'd be happy to dig deeper into this.

I’ve contacted you through our support regarding the charges you see, and I'm here to ensure we get this figured out together.

Hey, Yishai from the Loox team here - ​I'm so sorry your experience with Loox was not what you expected, I know how stressful it must be to receive charges that you were not expecting.
​
​It seems that a few months ago someone on your team moved to the $99.99/month plan which caused these charges to be triggered every 30-days.
​
​Please note that a Shopify app cannot change a charge without the store approving it, and an email from Shopify confirming the charge should have been sent at that time.
​
​No worries, we are going to work with you privately to sort this out ASAP.
​
​In regards to the star ratings on your store; it seems that this was caused by another app integrated with Loox, which we have already worked together to help you display the stars how you wish. This should no longer change as the other app corrected the behavior.