Loox ‑ Product Reviews App
Lees welke hoge kwaliteitsnormen Shopify hanteert voor snelheid, gebruiksgemak en waarde voor de merchants
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Signed up for a $40/month plan. Find out they changed their plan structure and have been charging us $120 a month WITHOUT NOTICE. How is this allowed?
UPDATE
I see the response below and I just want to address some things: I now understand that it wasn't a plan change, but my misunderstanding of the fee structure and "usage charges". I wrongly assumed that for $40/month we'd get more than 300 emails, considering other services provide thousands of email sends for the same price. The plan in question has now been updated to be based on orders instead email sends, a change that feels even less user friendly than before.
As for the assertion that said structure is built to "provide great return on investment", clearly we disagree as I wouldn't have left this review if I felt that $120/month was justified for the service we were getting.
Hey,
Arielle from the Loox team here.
I understand it's stressful to get a charge you weren't expecting.
The plan and its pricing were presented and approved by your team, and no money whatsoever was taken without prior approval of the plan's terms.
Apps on Shopify in general, can only charge for their app if the merchant explicitly chooses and approves payments for that subscription.
Since our plans are designed to grow with you, they include additional charges based on your monthly usage of the system. The charges you are referring to are usage fees, which were triggered as mentioned in the subscription's terms.
We completely understand that costs are a big part of every merchant's decision about which apps to use, and we've built Loox to provide a great return on investment on all of our plans.
I’ve reached out to you personally to explain the situation further and to help find a resolution with you.
they will steal your money, they will steal your money, they will steal your money, they will steal your money, they will steal your money, they will steal your money, they will steal your money, they will steal your money,
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.
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.
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.
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.
I used this app to request reviews from customers who purchased from my website. I used this app for over one year paying them $10 a month. I requested shopify to remove this app, but either shopify or Loox removed all the reviews that were actually on my website. This is not acceptable. Very disappointed.
Yishai from the Loox team here - As part of our GDPR compliance, we are required, by law, to remove the data completely from our servers once requested to do so by the data owner (You the merchant).
An automatic email that is sent according to Shopify's terms of service two days after you uninstall the app to allow you, as the data owner, to remove all customer data (including reviews) from Loox.
I took a look at our logs and I can see that you have clicked "Permanently delete the customers' data from Loox" in the automatic email and approved the removal of the reviews by confirming the removal on our confirmation screen.
Since this process is a mandatory part of GDPR regulation Shopify and EU law requires us to adhere to, unfortunately, it is not possible to retrieve this information as it was completely removed from our servers.
If you have any further questions, please contact our support team and we'd be more than happy to help.
I've been using it for several months but today my product page takes more than 30 seconds to load because of my loox reviews that takes forever to appear. I am still waiting for a response from customer service.
Hey- Yishai from the Loox team here :)
Loox is built with performance in mind and utilizes a CDN (content delivery network) to serve scripts and photos faster (usually under 500 milliseconds).
In addition, Loox only starts loading after the page is fully loaded and ready for customers to use (this includes all scripts and photos). So it should not affect the actual loading time of the page.
In any case, we have answered your support email and we would be happy to continue assisting you on that thread.
You don't allow your customers to reply or or edit our previous replies unless we pay even more than we are already paying. Not a great experience. We don't like to be nickeled and dimed at every turn. Sad really.
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 help you resolve any issues.
All of our plans support the option to reply to reviews that you've received. Any time you reply to a review, the reviewer will also receive an email update stating sharing that you have replied back to them.
I’d be happy to dig deeper on 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 :)