Loox ‑ Product Reviews App
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I have been using loox for a long time, they automatically changed my plan twice to upgrade me from $14.99 to $34.99, I only found out about this loophole when I saw my bill, they upgraded my plan without my consent, this time I found out they upgraded my plan again, I tried to contact them to change it, they didn't reply to my emails for a week after they changed it, I asked Why is there a $9.99 plan now and why can't I even get back to customers when I use the premium plan, no one gives me an answer, no matter how much you contact no one will get back to you. I just think they gave someone a benefit for someone else to write them a 5 star feedback, I have been using it for a long time and am very angry. I hope you don't join this scam.
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.
I messaged them 1-2 weeks ago for support and never received a response on my inquiry. I am disappointed that no one responded.
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.
Cobros sorpresivos, este mes nos han cobrado el doble y no hay donde dirigirse para hacer el reclamo correspondiente. Pésima app, cobros fantasmas, hay otras que son gratuitas y hacen exactamente lo mismo.
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.
Kedves loox
egyáltalán nem értem miért kell olyan változtatásokat eszközölni hogy ne lehessen testreszabni az appot, és ez engem nagyon dühít. A beállításokban szinte semmit nem találok meg mert nincs is beállítás
Hey,
Ilan from the Loox team here!
I just wanted to touch base and send a quick follow-up regarding the review you left.
We have upgraded our menu to offer better navigation through Shopify, on the main navigation menu at the left side bar.
I sent you a personal message with screenshots and will be happy to take care of you in that email conversation to your full satisfaction.
In any case, our Support team is always happy to help! Please don't hesitate to contact us with any questions or requests you might have and we'll gladly advise.
Reviews are not translating in translation apps, And you have to pay absolut insane amount of money extra just for that.
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 :)
I pay a monthly subscription for this app and im not able to open the app! Very frustrating. If you can help me out that would be great. You can reach me at dominicderose02@gmail.com
I can no longer enter the application if I do not subscribe to the superior plan !!! it's a forced sale! very disappointing
Hey,
Amit from the Loox team here :)
No worries, I have reached out to you privately to offer further assistance on the matter.
This app charged me $99 every month for less than 100 emails. They never notice me about this to change plan. And their tech team is very unprofessional, the style and position of the review star kept being incorrect and I had to email them repeatedly to update it.
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.
1 star since it works, OCCASIONALLY. The cheapest option is supposed to allow 10 reviews to import. I often get cut off after 1-3. Everything on that plan is designed to "coax" you to upgrade. But I won't risk it judging by these reviews of the higher priced plans & based on my negative experience with the 9.99 version. I'm dumping this SOON.
Hidden charges at ridiculous rates. $35/300 emails? Ended up paying over $200 last month for this app. More than Shopify itself. Worst part is their lack of transparencies on the fees. You'll just get slapped with it. Get a different 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.
Our Growth plan 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. This means that during slower months you automatically pay less.
We are confident that the app will pay itself back in full by increasing the conversion and retention of your customers. Not to mention reaching new customers with referrals, and increasing the amount of reviews you will collect.
All our plans, including those for larger-scale stores, have an extremely high ROI.
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.
I’ve personally reached out to you and am happy to continue the conversation with you privately.