Lucky Orange Heatmaps & Replay , 1.146 anmeldelser
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Had the app before we used Shopify and it was great. But on Shopify the app does not install correctly. Support is very slow and not really helpful. They advised to just login outside Shopify but the app didn't even install the tracking code. I could say all the great features of lucky orange, but if you're looking for a Shopify app that just works or has great support when it doesn't, keep looking. Really wanted this to work since we've used lucky orange for so long but going to see what's better suited for Shopify and maybe more focused on just tracking rather than all the extra nonsense they are spreading themselves thin with.
We appreciate your feedback and apologize for your experience. Looking in our help ticketing system, I can see that our team was able to respond to your help tickets within several hours, though time zone differences as well as limited weekend hours prevented this turnaround time on one occasion. Please accept our apologies if it came across that we weren’t responding quickly. We strive to provide superior customer service to all of our customers, and you are no exception.
As we mentioned in our email outreach, we need some additional information to resolve the issue you’re experiencing. If you could reply to our latest email, we can have our development team investigate further and take us one step closer to resolving your issue.
I’d also be happy to talk with you directly to help resolve this issue. You can respond to my last email to schedule a time to hop on a quick screenshare or you can call +1-913-291-2375, or we can meet via WhatsApp, Microsoft Teams or Google Meet if that’s more convenient.
I look forward to connecting with you soon.
Regards - Bradley, Director of Client Services, Lucky Orange
Bad experience with the app.
1) Did no warning on the app's trial expiry and was logged out of the dashboard
2) Prices are not transparent. Asked to subscribe with the 20/month plan on the "logged out dashboard" when instead of offering the 10/month plan.
Hope that you guys can be transparent with your pricing. While i understand that a revenue boost with such a trick adds to the bottom line, it is uncalled for, unprofessional, and definitely not the right way to do business.
If a company has page views/ month that falls in the 10/month plan, then they will be paying 2X the price.
Disappointed with such service.
Doesn't function and emailing support gets no answer.
Slowing down our site. After checking out PageSpeed Insights from Google, it shows that our top 3rd party app that is slowing down our site is Lucky Orange - 1,003 ms of a delay. They claim the app doesn't slow down your customer's experience, but this fact by Google says otherwise.
We are very sorry to hear about your experience and want to work with you to resolve any outstanding issues. At Lucky Orange we take great pride in our technology making minimal impact on the speed of your website while being able to provide you with the insights you need to propel your business forward.
Lucky Orange is fully committed to transparency into how our technology operates and impacts your website. For context, our code is loaded asynchronously, meaning it does not load on your site until the essential elements have loaded and are fully functional. We encourage you to refer to our help document for additional information and clarity on our practices here: https://help.luckyorange.com/article/137-will-lucky-orange-slow-down-my-website.
Additionally, Lucky Orange is pleased to report that Yottaa, an industry leader for analyzing website speed, published their annual report on the impact of 3rd party applications on website performance. In comparison with other conversion rate optimization tools, Lucky Orange received the highest mark (green check mark) indicating our software adds little to no performance impact on websites. The link to the report can be found below should you be interested in exploring further validation of Lucky Orange’s commitment to maintaining your website speed:
https://www.yottaa.com/wp-content/uploads/2019/10/2019-eCommerce-3rd-Party-Technology-Index-2.pdf
Again, We truly apologize for any inconvenience you have experienced and would love to discuss this with you more should you have any interest. Please feel free to reach out to us at support@luckyorange.com or via phone at 913-735-9032. We are available Monday-Friday 9 a.m.- 5p.m. CST.
Seems like support on this plugin has gone down significantly.
Implementing it, while it should automatically place the code, doesn't and now when opening the app tab after it may me pay $10 shows up as blank -_-
Used to be one of my favorite plugins.
****Update*** We have not had a chance to connect with the merchant after multiple attempts in reaching out.
Hey! Thank you for the feedback. We have reviewed your account and noticed there may have been a previous trial/account that prevented this new site from installing and tracking properly. This should be a simple fix so please email us directly at support@luckyorange.com at your earliest convenience and we can help resolve this right away! Thanks again for the great feedback and speak soon.
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