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Useless - don't waste your time with this. I have had a fair few problems and the support team never replies to emails, messages, or tweets I've sent them. Maybe they will reply to this!
We take pride in our technology and customer support, and you are no exception. As I mentioned in my emails to you regarding this issue, our team is working hard on a resolution. We look forward to continuing the conversations as we work to get your issue resolved.
Best Regards - Bradley, Senior Director Client Services at Lucky Orange
Hi,
Faced problems installing it.
When installed this does not work well. Heatmap does not show up.
Waiting now for 10 days after my third ticket asking for support. Their answer is as follow:
Ceri replied Jan 18, 2:31pm
Hi there,
This is C***, developer at Lucky Orange.
I apologize you are running into issues with our software. I am reaching out to let you know we have been brought up to speed on this ticket and will be in touch as soon as possible with more information. We appreciate your patience and have a great day!
Thanks,
C***
Very poor support, waist of time and money.
Thank you for your feedback. We apologize for the time it’s taking to resolve this issue. I’m glad you and I were able to connect and I’ll continue to provide you with updates as we work toward a resolution.
Regards - Bradley, Director of Client Services, Lucky Orange
The unsolicited emails are very annoying. They tell me that I signed up to receive such emails, but I didn't. So I try to unsubscribe, and it says I must log in before I can unsubscribe. But I can't log in. So I can't unsubscribe. Please stop spamming me.
UPDATE:
After posting my review, they emailed me again and asked me to call them on WhatsApp so that they can resolve the issue. What the heck. Please stop spamming me.
We’re very sorry for your experience. We strive to provide exceptional service and technology to all of our customers. Our eagerness to ensure you’re getting the most out of Lucky Orange might be coming off as too much communication!
We send every customer a welcome email to help orient them to Lucky Orange. We also send an email once you’ve placed our tracking code on your store to confirm you’ve done this successfully. While these emails are usually helpful to our customers, we can certainly appreciate not wanting extra communications in an already full inbox. When you requested to be unsubscribed from these emails, we removed your name from our marketing email list.
One other feature of Lucky Orange that most customers find very helpful but one that you can choose to turn off in your account are our daily email reports. These reports give you helpful visitor insights like whether your traffic was up or down compared to the day before.
Here is a help document explaining more about these reports: https://help.luckyorange.com/article/169-what-are-email-reports. These are considered transactional emails with important information about your account, but again, you can turn these off by logging into your account.
And yes, we did reach out via another email when we saw your negative review. Your business matters to us. We wanted to help improve your experience, and didn’t want you to think your feedback was being ignored.
We hope you allow us the opportunity to chat, whether through email, WhatsApp, or any other preferred communication method. Again, we apologize for this experience and hope to hear from you soon.
Cheers - Bradley from Lucky Orange
It's not working correctly, when I have on shopify store and google analytics visitors lucky orange it doesn't work at all...and after that it reach a "limit" about the first monthly fee, after not working, and it just don't work anymore! So don't waste your money. The customer service is not helpful at all.
Please accept my apologies for your frustrations! We are sorry for your experience and want to work with you to resolve any outstanding issues. We have a high standard of providing support to our customers, and you shouldn’t be an exception. My team and I have tried several times to connect with you, but we haven’t been able to get in touch. Please reach out to us by phone (+1-913-735-9032) or email (support@luckyorange.com) so that we talk about your specific issues and make this right. I hope to connect with you soon!
Cheers - Bradley from Lucky Orange
If I could give them a less than 1 star I would. Their support is crappy and the do not respond in a timely fashion. They give answers just to count that they answered but it is clear that they never read the issues you are having. This was giving me wrong dates and not showing sales. Try find a better way to track your customers. Not this app, not worth it
i used this app, i was only able to see my product page recording, not cart page, shipping page, payment page, i didn't know about it, until i saw one video on youtube, they were able to see everything ( ofcourse not customers info ), disappointed :(
I have tried this app twice - and the heatmap doesn't work. It fails every time it attempts to load. Not worth the money. The Vitals app has replays that actually work.
Thank you for your feedback. We have tried to get in contact with you to get to the bottom of this issue. At your earliest convenience, please send an email to bradley@luckyorange.com.
I look forward to hearing from you soon.
Regards - Bradley, Director of Client Services, Lucky Orange
they steal your money, don't install the app. once you uninstall it then they keep charging you and they don't tell you. they just sneakily add it to your shopify bill so you don't notice. lucky orange is a bunch of thieves, avoid them
We are currently working with the merchant to resolve this right away. It seems there may have been a misunderstanding on how billing works for 3rd party apps and we are helping to clarify that right now. Will make sure to update as soon as this is resolved.
Cheers- Bradley from Lucky Orange
Very pretty app. Doesn't work, but it looks great. I used LO for 3 weeks, during which time it never reported reliable data. For example, LO consistently reported that I had a conversion rate of at least 150%. In other words, for every 2 people who put an item in their cart, 3 people checked out! Awesome! Other data was also consistently off and never matched Shopify's or Google Analytics' I worked with LO and Shopify tech support on these issues. Shopify said the problem was definitely on LO's side, and LO eventually just gave up without even a "sorry, we couldn't fix it" email from them. Beautiful app with meaningless data and ineffective support. Not impressed.
uma tristeza.. segui o passo a passo e diz que o iframe está bloqueando o acesso do app.. só que ele está instalado
Thank you for your feedback. Here is a link to our iframe guide for Shopify merchants: https://help-preview.luckyorange.com/article/287-the-iframe-guide-for-shopify-merchants
We have tried to get in contact with you to get to the bottom of this issue. At your earliest convenience, please send an email to support@luckyorange.com.
I look forward to hearing from you soon.
Regards - Bradley, Director of Client Services, Lucky Orange