Loox ‑ Product Reviews App , 18 989 arvostelua

Hey,

Tamarry from the Loox team here - I apologize for the confusion and I’m happy to help clear the air!

Shopify requires explicit merchant consent when choosing an app subscription plan.

All Shopify app developers (including Loox) cannot, on a technical level, change a store's plan or increase a store's payment terms without explicit approval of the new terms by the merchant or someone with permission to access the store's app billing.

With that being said, I can see that we already resolved this in a private conversation, and in any case, I've reached out privately again to make sure that there isn't anything else I can assist you with.

​Hey,
Tal from the Loox team here :)
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​I'm truly sorry to hear your experience with Loox was not as you expected. I would be more than happy to help you resolve any issues.
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I’d be happy to dig deeper into what you see on your end.
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​I’ve reached out to you privately through our support and am here to make sure we get this sorted out together :)

Hey,
Tal from the Loox team here :)

We completely understand that costs are a big part of every merchant's decision of which apps to use. We've built Loox to provide a great return on investment on all of our plans.
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​Loox offers various plans to accommodate stores of all sizes and budgets. From just stores starting out all the way to tens of thousands of orders a month.

I’ve reached out to you privately through our support and am here to make sure we get this sorted out together :)

Hey,
Lilach from the Loox team here :)

Once our widgets are added to your theme, they will automatically appear on your store's pages.

I’d be happy to dig deeper into what you see on your end. I’ve reached out to you privately through our support and am here to make sure we get this sorted out together :)

Hey,
Lilach 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 help you resolve any issues.

I can see you were subscribed to our Growth plan, which starts at $34.99/month. This plan is a pay-as-you-grow plan that scales with you depending on your usage that month. This is our most popular plan, and is ideal for merchants who have fluctuating order volumes and for those who want access to all the Loox features and integrations.

We completely understand that costs are a big part of every merchant's decision of which apps to use. We've built Loox to provide a great return on investment on all of our plans.

If you experienced anything out of the ordinary regarding your setup, please let us know. We'll gladly investigate further and ensure you get up and running as soon as possible.

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

Hey,
Yishai from Loox here - It seems that the email connected to your Shopify store is not receiving our responses as it might be configured incorrectly.

Could you please send our support an email directly from your preferred email address (to support@loox.io)?

We will make sure to help you configure and optimize your account!

Hey,
Tal 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 help you resolve any issues.
​
​I’d be happy to dig deeper into what you see on your end. I’ve reached out to you privately through our support, and I'm here to ensure we get this sorted out together.

​Hey,
Tal from the Loox team here :)
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​I completely understand how stressful it is to get an unexpected charge. I would be happy to help you with this!
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The charge you refer to was created before Loox was removed. It might be that an app charge is already included in an invoice before the app is removed and hence still appears after it is uninstalled.
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​I see that we have refunded you for both charges and that you have uninstalled Loox.
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​Therefore, Shopify should be stopping all future app charges.
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I’ve personally reached out to you regarding your refunds and am happy to continue the conversation with you privately.

Hey,
Josh 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.

If you are not satisfied with your experience - all you need to do it reach out to support and we will refund you. There's no need for making offensive and untrue claims in a negative review.

I’ve reached out to you privately through our support to continue this conversation.

Hey,
Rotem from the Loox team here.

Thanks for sharing your experience. I would be more than happy to help you set up Loox on your store.

I’ve reached out to you privately through our support. In any case, our team is available 24/7 and always happy to help!