Run a mile from this app and run a mile from every app this company provides! I used this and their Automation App and had major issues with both. As a business that turns over many USD$millions we need apps that work straight out of the box and this one does not. Without doubt our experience with this app cost us money and customers and that is not what you want.
The apps this company produce look pretty cool, but don’t be fooled, the support you won’t get and the staff behind it are as incompetent as can be. Support questions take WEEKS before you get a response (if you get one at all) and their software clashes with pretty much every aspect of your Shopify store (i.e it's not compatible with many (if not all of the themes!)
This is an issue. A fairly big one.
I’m happy to prove my claims to anyone with a detailed e-mail log (so don’t believe false reviews about fast response times that I’ve just seen pop up since posting my review. They’re false!)
We were using a different loyalty scheme and swapped to this and it was truly one of the biggest mistakes we have ever made. The app even managed to install itself twice (!?) on our store (how could this happen?) causing major back end issues and lost customer data (again)
Let’s look at the catalogue of errors:
1. After signing up to the Loyalty app on the 11 Oct ’15 I contacted the support team about importing our customers from another app. I was told they could and then sat awaiting confirmation that it was done. It never came! I sent a follow up e-mail to check where they were with it on the 16th Oct (got no response) then another on the 21st Oct (Still no response!)
What was I meant to be doing with our store loyalty scheme during this time? We were inundated with customers asking questions about where it was and I had nothing to tell them.
I then sent 2 further messages on the 22 Oct when I’m finally told there might have been an issue with the import! 11 Days to tell me this!
Our customers were then sent a barrage of e-mails later this day from the app that made no sense so I had to disable the app to stop any further issues.
I then got an e-mail from their support saying he saw we had turned off our e-mails (they had seen I’d turned off a function but apparently not seen my stack of e-mails to them!)
When I enquired about the support (or lack of it) they replied, and I quote “these are only one off teething issues which unfortunately can happen with SAAS businesses” !! What is a teething issue? Not responding to your customers isn’t a ‘teething issue’ - its incompetence.
We are now on the 4th November and we had still been unable to go live with the app nor had anyone from Collect confirmed with me that they have uploaded our customers yet! So I send another e-mail asking for an update. I then received an e-mail on the 5th November to say the upload had been done! Nearly 4 weeks after signing up!
Do you want that in your store?
I asked a few new questions regarding the currency denominator (it was showing $USD instead of £GBP - which is fairly important for us as we are based in London!) and a question about putting in a coupon value that was not a whole pound (i.e £2.50 - as your system wouldn’t accept it) on the 9th November.
Guess when I got a response on this?
Yep, the 19th November. 10 days after my request!
And to make matters worse the response I received didn’t deal with my issues!
So I replied and clarified what I needed answers on and also informed them of the clash of code that was leaving major elements of our site (i.e product images) not working!! (their app was stopping product variant images showing properly)
We didn't ever receive a response to this e-mail! Not EVER! It's almost difficult to believe but unfortunately true.
I even stupidly installed their Collect Automation app and yet again had SERIOUS communication /support issues with this. Again, my initial questions around Birthdays and how we capture/store this information in Shopify to this date remain unanswered! No answer to this at all - again.
To rub salt into the wounds, after uninstalling their app I’m now getting replies to support questions from weeks ago and I don’t even have their apps anymore! It’s like a Laurel and Hardy film! A total farce.
So, perhaps you can pick up my feelings towards their business and support. It’s not good. In fact quite bad.
Do yourself a favour. And trust me on this. DO NOT USE THIS APP if you value your business in any way. There are better loyalty options out there that actually work and that offer you support when you need it. I’m now using SWELL and the difference between the two (in terms of support and functionality) is to big to detail.