Loox ‑ Product Reviews App

I'm beyond frustrated with Loox. Their customer support does not read any of the messages sent to them and just says they'll forward it to tier 2. I have been trying for two weeks to get downloadable versions of my video reviews and I have not been able to do so. When I reply to their emails both support@loox.io and Success@loox.app both are bounced back and the support team does nothing to help me. So I have to continue booking support through the shopify app only to go in a viscous cycle. Its ridiculous with the amount of money they charge my brands for their review platform!

Loox has become a very frustrating experience with their 500 order limit and false statements about the plan working the exact same after the 500 limit is reached. If you start out on their Beginner plan you will eventually end up with the same issue we are having. Loox seems to assume every company has unlimited VC money to spend or is on a vertical growth trajectory. We are averaging around 2-3 reviews per month with Loox on 60-90 orders of a Made in the USA item. Because we passed their ridiculous lifetime 500 order limit on the Beginner plan they have degraded their service despite still paying monthly for it to force an upgrade. With our order volume Loox will cost at best 38 cents per order or almost two percent of our Revenue minus COGS. This is the same cost as Shopify which provides an astronomically higher value. They won't listen and yes they did offer a discount but its still not enough to warrant not switching to Omnisend Reviews which would cost us $0 extra to start using. I don't want to write this review but after being lied to about the software working and "I could stay on the beginner plan" but yet everyone when we have an issue with the software not working tells me you need to upgrade. They are simply just pushing us away. I have exchanged email after email with them about this concern and they don't seem to care.

Loox is complete GARBAGE! overrated and overpriced. Please Read:

#1 - BLOCKED FEATURES
I subscribed to the basic plan, and as soon as you set it up, you realize they’ve restricted important 'advanced' features, locking you in. For instance, "delivery-based email timing is not currently supported on your Beginner Plan, it is available on the Scale and Unlimited Plans." This means if you’re not on the expensive plans, Loox forces you to guess the delivery times—you can’t send review requests when the customer actually receives the product. It’s so manipulative.

#2 - BAD BUSINESS PRACTICES
once you hit 100 email request, they just pull the plug on you! sent me this automated email:

=== Subject: [ACTION REQUIRED] Review request emails are not being sent
Your Monthly Quota of Review Request Emails has Run Out!
What does this mean? No more emails are being sent asking customers to review your products
Satisfied customers are not being directed back to your store to buy again
You are losing out on fresh reviews and repeat sales
===

Now you find yourself in a messy limbo, with some customers receiving review requests, but unable to respond. And you? You are now forced to pay at least $40/month to Loox just to resolve this issue.

#3 - YOU ARE NOT THE BOSS
The first non 5-star reviews i every recieved from a customer was because we sent too many review requests!!!
While as a merchant, I strive to keep my customers as happy as possible - mistakes are inevitable and will 100% occur.
For example a customer who leaves a 1-star review for a minor issue without first contacting trying to resolve. It's bound to happen to any merchant.
What's frustrating is that even if you rectify the issue and satisfy the customer, Loox doesn’t allow you to update the rating or the review!
If it’s a store review, you end up with an unjustified bad review on Google for everyone to see.
It’s your store, you’re their customer paying good money for the tool, but they get to decide what's shown on your website!

#4 - CHAOS AND NO IMMEDIATE SUPPORT
Loox’s feature to incentivize customers to add images/videos with their reviews not only barely works, but it also creates massive chaos by adding bulk entries in your discounts list, one per customer... It's a nightmare.
Moreover, Loox lacks chat support. If you encounter an issue, you need to send an email and wait hours or days for someone to respond.

#5 - COMMODITY
As someone who looks for premium solutions, especially for building trust with customers. Don’t be fooled by the UI; it's the same across all review apps. I recommend to anyone reading this to steer clear of Loox. Consider using Klaviyo, Vitals, or many other established apps with a review feature that provide far better features, control, and flexibility.

When I started using loox they were amazing and always willing to help. The last customer service experience left me baffled, and I ended up canceling and moving to another review app.

We asked the support to help us not send reviews for a specific product which is shipping protection. They told us they fix it and they did not. After a third round of revisions they told us it is all fixed. But then it turned out that only reviews we got from them were shipping protection reviews - which was completely opposite of what we asked.

It has been a few days since then and we are not getting any feedback or replies from them and our business keeps getting reviews only for the shipping protection product.

This is a bug which they failed to fix and failed to communicate with us promptly. We are highly disappointed.

Do not install this app - there is no free tier so you have to subscribe - and when you do there is no where to unsubscribe - scam app - keeps billing even when you uninstall it - shopify support said to just find the app and go to their site to remove the billing ... funny when Loox does not provide any form of a customer billing portal ...

If you export the reviews Loox gives you highly compressed images so you can't use other apps, even though they could just give the high resolution URL. This is a dodgy tactic. I am switching all stores to judge.me who can mimic the style for a fraction of the cost ($15pm) with more features. I would avoid !

They are literally after your money once you pay to then they don´t even care, one of the worst app i am asking them to cancel my subscription and help me with the spreadsheet of my review they are not responding i sent them 10 emails no response at all. please use other free apps instead, Thank loox for spamming people

very bad. no response. I have been asking for help for days. they charge me if I do not use the application. I have written for 4 days and they do not help. disgrace

This app is messing with my Google Shopping conversion tracking. I don't recommend the upsell feature because it interferes with the conversion on the thank you page, since not all customers are visiting the thank you page after the upsell page appears.