Loox ‑ Product Reviews App
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Charged an extra $100 with no explanation. The app is already quite expensive - a random $100 charge is unwelcome. Can't get customer service to respond.
Hey,
Abby from the Loox team here - I apologize for any confusion on the matter. I'd be happy to explain why you see this charge :)
Our Unlimited plan (which you are subscribed to) is a pay-as-you-grow plan. This means that while there is no limit on the number of emails that can be sent out, we charge based on how many emails are sent each month. This plan is designed to allow you to send out an unlimited amount of emails while paying more the more you send.
To better explain how we charge on this plan, we have reached out to you privately, please lookout for an email from the Loox Support team.
We'd love to work with you to make sure you are satisfied with Loox.
Glitching in our shop showing 3.5 stars 2 reviews on thumbnail but when you click on the product it shows 5 stars with 5 reviews. I’ve emailed them over a week ago and no response.
Why are customers not allowed to upload multiple photos and videos? Amazon allows this, time to update!
(Updated)
Hey,
Amit K. from the Loox team here :)
Thank you for your feedback - truly appreciated!
Loox puts the focus on collecting genuine reviewer content by helping merchants incentivize their customers to submit a photo or video review.
However, we are constantly working on improving our app to give more value to merchants!
We’ve recently released video reviews and we’re definitely looking into adding multiple photos per review in the future as well.
We've taken note of your feedback and we'll take it into account for coming updates.
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.
You're better off finding another review app. For what they provide, which isn't much, they overcharge and are not small business friendly. In my case, I wanted to stick with it and see how it goes as my business grew, which it did and is doing. Unfortunately, barely anybody leaves a review. A small percentage of a large number is a larger number. But Loox doesn't base their plans off how many reviews you get, they base it off total orders. They care about the denominator (number of orders), rather than the numerator (the number of reviews their app generates), which is pure greed. There's no incentive on their end, and constantly they have wackjobs and robots trying to upsell you. I'm going to seriously consider using another app, I just need to have the time to do so. FYI, many larger shopify stores use other review apps like Yotpo. Clearly at scale they must be able to denote the lack of legitimacy of Loox. Apparently it's not big business friendly either! Look passed the reviews and actually read the fine script, see how they charge you, and don't make the mistake of starting with Loox.
Hey,
Yishai from the Loox team here.
We appreciate your feedback and I'm sorry to hear you have not found the value you were looking for in your current Loox plan.
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.
It seems that your account, which on the current plan is able to send 100 emails per month, has exceeded this quota. Please note that Loox does not count the number of orders but the number of emails it sends to your customers asking them for reviews.
Our Success team would love to talk to you and give you all the tips and best practices that will increase the number of reviews you get each month and increase the return on investment on your monthly subscription :)
We have sent you an email to continue this conversation and make sure you get the value in Loox that over 100K stores know and love!
c
Hey,
Lilach from the Loox team here!
Our customer support team is available 24/7 at support@loox.io, and we would be happy to help you with any questions you have.
I've reached out to you privately to provide you with further assistance :)
Really scammy type of pricing. We just want basic reviews and they've made us upgrade. Will be deleting it. There are far better options
Still having problems - their integration doesn't work well with Google Ads which is a big issue.
Hey,
Dor from the Loox team here - I'm truly sorry that your experience with Loox was not positive as you expected.
Loox offers several different plans for stores of all sizes and needs.
The Basic plan is designed for stores just starting out in the Shopify ecosystem to help them get their footing and start growing.
Our other plans, which are designed for stores of larger scale, provide a higher ROI for your store.
We are confident that the app will pay itself back in full by increasing conversion and retention of your customers. Not to mention the increase in reviews you will receive.
We have contacted you personally to assist you further on the matter.
Please check your email for an email from our support team :)
Very expensive compared to other similar apps with similar features, just switched to Judge, same plan costed $60 at Loox but now it costs $15 on Judge. What really bothered me the most, is that it's not compatible with multi-languages websites because the app is embedded in an iframe and can't be translated with translation apps and the support did not offer much help.
Hey,
Josh from the Loox team here :)
While I cannot provide you with an ETA, we are working towards a solution for multi-lingual sites as we speak.
Regarding the plan, Loox offers different features on different plans to match the growth of each merchant and their brands.
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.
Couldn't upgrade app. Very buggy and expensive . Not happy and currently would not recommend it at all.
Hey,
Dor from the Loox team here :)
I took a look at your store and your Loox admin, and it seems to be working as expected, both on your store front and on our backend.
Additionally, please note that you can upgrade your plan at any time through your Loox admin.
In any case, I also contacted you privately so we can resolve any issue you might be experiencing together!
waited for few days to get your answer, they just deleted the ticket.
Please just remove the 'We usually respond in a few hours' section. We regret upgrading ur service as 'pro'. Your customer service is actually the worsst out there.. It's horrible.
Hey, Amit from Loox support here!
I checked our logs, and I can see that you contacted us on 07/27 and that Yishai replied to you that same day. I can also see you contacted us on 08/10 and that I replied to you around 10 hours later. I sincerely apologize if our responses did not arrive for any reason.
I would like to assure you that we are here to help with everything you need as soon as possible. I have sent you an email from my personal address in order to ensure we help you with everything you need!
I need to get the configuration that appeared where the review could be approved. This was at the beginning of the configuration gave the option to publish new reviews only after approval this step is very important where you find the new image of the application
Hey,
Thanks for sharing your feedback!
On your "Settings" tab, you can define which reviews get automatically published (e.g. "All reviews", "5 stars only", "4 stars and up", "Never", etc.). You'll find this under the "Handling reviews" section.
We've also reached out to you via email to make sure you've received this! Please let us know if you have any further questions, our support team is here to help with anything you need :)