Loox ‑ Product Reviews App

Charged $399.99 on a $49.99 plan — and support couldn't explain why.

We were on the $49.99/mo plan and got billed $399.99 for July in "order" charges. Their pricing says "300 orders included + $50 per additional 300 orders", but nowhere does it explain what counts as an "order". Our store had ~2,327 Shopify orders last month, but most come from marketplace integrations (Amazon / Mercado Libre) — sales that have nothing to do with our online store or with Loox. It appears we were billed for ALL of them.

What did we actually get for that money? In the last 30 days Loox sent 715 review request emails and collected 28 reviews. That's it. Meanwhile their own "Unlimited" plan is listed at $299 — we were charged MORE than unlimited.

I contacted support via chat and asked one basic question: what is an "order" in your billing? The agent could not answer it — not even the definition published on their own pricing page — and would only "escalate to Tier 2 via email". If your support can't explain the single metric you bill customers on, something is very wrong.

Merchants with marketplace channels: check your Loox invoices carefully before installing. We're disputing the charge with Shopify and looking for another review app.

Extremely misleading pricing.

I've been a loyal Loox customer for 4 years, but this experience has completely destroyed my trust.

The Convert plan is advertised as unlimited orders for $49.99/month. Based on that, I reasonably expected my monthly cost to remain around $50. Instead, I was suddenly charged an additional $500 in usage fees.

The pricing page prominently states unlimited orders, but the fact that you are charged extra for every additional block of orders is not nearly as clear. This is, at best, very misleading.

I feel blindsided by this charge and would never have chosen this plan had the pricing been presented more transparently.

I cannot recommend Loox based on this experience. If you're considering a review platform, read the billing terms very carefully or consider an alternative with clearer, more transparent pricing.

I'd give zero stars if I could. The "write your review" box did not show at all on mobile. I reached out to support for help and was met with the agent telling me how it does work and I am not refreshing/clearing my cache (which I did several times). She took an extremely long time to respond and couldn't figure it out after almost one hour. Once I complained that it is still not showing for the 4th or 5th time she finally decides to "escalate" the issue. I told her to forget it and I'll just uninstall this app and find a new one that is more user friendly. Loox support is terrible and doesn't know how to solve what seems to be simple issues. I do NOT recommend anyone download this app. Your customers should not have to message you asking how to leave reviews, that isn't a good look for my website and its frustrating. Please look elsewhere.

Cannot match a basic font like Arial to my theme and no access to css to be able to fix.

App keeps sending a monthly bill even after Uninstalling it from the store

no me dejan exportar mis reseñas y me dan ningún soporte para hablar.

We’ve had a major issue with Loox referral codes adding duplicate items to cart that customers can’t remove. Reported months ago with proof, still not fixed. Cost us sales and returns. Support treated it like a new issue. Not recommended.

TERRIBLE APP, DO NOT USE. AUTO PUBLISHED REVIEWS, WITH NO OPTION TO BLOCK SPAM. GARBAGE APP

too expensive

they charged us $160 without warning and we don't even know what it was for. And they charged this money SEPARATELY from the subscription fee. This looks like fraud