Loox ‑ Product Reviews App
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UPDATE 08/08/2024 Loox app has suddenly stopped working. Support are not helpful in the slighest saying that it is my theme which is the issue however Loox has been running on this version of my theme for years now.
Hey,
Shany from the Loox team here.
I'm truly sorry to hear your experience with Loox was not as you expected.
I’ve personally reached out to you, and I'm happy to continue the conversation with you privately.
In any case, our support team is available 24/7 and always happy to help! Please don't hesitate to contact us with any questions or requests you have, and we'll gladly advise :)
When you uninstall the app, it DELETES all the reviews from the store, I mean ALL including the honest reviews from the customers ,not only the ones generated by Loox , and this is WITHOUT permission !
So basically if you install it, you have to stick with it , if not you're screwed !
My advice is, stay AWAY from such a poor app !!
Hey,
Amit from the Loox team here :)
Generally speaking, Loox will save your data (unless requested otherwise) so that once the app is reinstalled, all your information (reviews, settings, etc...) will be restored as expected.
As part of GDPR requirements, Loox provides merchants with the option to remove all their data with us via an automatic email sent to you.
No worries, as mentioned in our correspondence, if you do not wish to remove your data, you can disregard the email you received.
I'm sorry if there was any misunderstanding regarding this email - we've made sure to clarify this in the email too.
In any case, if you need any further assistance, feel free to contact our support team directly - we're always happy to help!
the reviews cannot be imported, customer service shirks responsibility, does not solve the problem. bad APP
Hey, Yishai from the Loox team here.
Our support team explained why your reviews were not able to import within a few hours of your ticket being submitted.
All your reviews that followed our guidelines were imported as expected.
There was a clear reason that the reviews without text could not be imported and this was explained.
If you have any other questions you can feel free to contact our support again and we'd be more than happy to help :)
Was using the app and it worked perfectly and out of the sudden they disable access on their dashboard app if you don't upgrade the plan ???
next plan says and i quote "300 review requests included in base price + $28 per additional 300 emails" but there is no way to limit how much you want to spend so you could easily pay hundreds of dollars without control over it!
Disabling the messages to new customers if a certain volume of orders is reached, is understandable.
But closing access to the app due to a certain amount of orders ??????
As soon as next month when I get access to the app again I will delete it and transfer all my reviews to another app.
NEVER AGAIN LOOX !
Hey,
Lilach from the Loox team here :)
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.
Our Beginner plan ($9.99) is designed for stores that are starting their journey and is meant to help them grow their business.
We completely understand that costs are a big part of every merchant's decision about which apps to use.
We've built Loox to provide a great return on investment on all of our plans.
I've also personally reached out to you and am happy to continue the conversation with you privately.
Hidden fees, after I checked all the fees for the last months I realised that the app was charging me $300-$400 monthly with the Growth plan $39.99, they don't show in the first place that you pay $40 per 300 email requests. You can only see those fees somewhere hidden in their app . Very bad tactic. I will request a refund from Shopify as well. They have stolen more than $2000 in total from me.
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.
I want to assure you that Loox cannot, on a technical level, add any hidden fees on our subscription plans available.
Our Growth plan is a pay-as-you-grow plan that charges based on how many review request emails you send each month. You can also find this outlined on your Plan Selection page, our website, as well as the Shopify app store.
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.
Loox is designed to provide extremely high ROI on the price, not only by creating social proof that boosts conversion but also by incentivizing repeat buys with next-purchase discounts for reviewers, as well as reaching new customers via Loox Referrals.
I’ve personally reached out to you and am happy to continue the conversation with you privately.
How embarrassing. I got prompted by the app offering to upgrade to the "UNLIMITED" plan from the Pro plan. It's only about $40 difference, right? Well... No... I was charged about $250 more (each month!). Support replied saying I sent more emails than allowed, and that's it's all mentioned in the program description. And they are right. My fault. BUT WHY WOULD YOU CALL A PLAN - "UNLIMITED" and present a $99/month fee, If it's only unlimited when you reach $499.99?!?
I'm canceling my subscription and moving to other, better, cheaper apps. Thank you Loox, every lesson counts.
Hey,
Amit K. from the Loox team here :)
I apologize for any confusion on the matter. As we mentioned in our correspondence, the Unlimited plan is designed to scale with your business and to avoid overpaying during slower months. We also mentioned the plan's terms on this page, our pricing page, and Shopify's charge confirmation page.
In any case, I have reached out to you over email for further assistance!
He pagado el plan Growth, 40$ al mes y para poder instalar un widget, pedi ayuda al servicio tecnico y de atención al cliente. Dos dias después aun no está instalado. Dan un servicio al cliente nefasto. No repito.
Hey,
Amit from Loox here :)
Please find the email I sent to you regarding the solution to what you were asking for.
Our team and I are always happy to help!
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.
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 :)