Lucky Orange Heatmaps & Replay , 리뷰 1,135개

We appreciate you reaching out to us. In reviewing your website, I can confirm that our tracking code is no longer on your website. Since you are within your trial period, your account will automatically close on March 27. No further action is required from your end. From our previous email conversations, you referenced that you continue to receive email reports. These are managed within our app and will stop sending once your trial is over. In the meantime, I’ve deactivated the email reports for you. If you have additional questions, please respond to my last email.

Best Regards - Kelsey from Lucky Orange

Thank you so much for taking the time to share your feedback with us. It seems there might be a little confusion regarding how the Free Trial and Free Plan operate. At Lucky Orange, we offer a 7-day free trial so you can explore our app and ensure it's a good fit for both of us. Once the trial period ends, you can choose to continue with us by going to the Plans and Billing Page and upgrade to the Free Plan or any paid option as well. We are more than happy to assist you in finding the Free plan so you can gain access your free 100 sessions right away. Just reply to the email we sent you, and we can take it from there.

Cheers – Kelsey from Lucky Orange

Thanks for the feedback, and we apologize for the issues you’ve experienced. I looked into your help tickets, and you were last communicating with our support team on Aug. 31. As mentioned in our last email to you on Sept. 1, our team quickly identified the issue you experienced and pushed an update immediately. We've reviewed your interactions with our support team and most of your inquiries received a response within hours, with the longest time it took us to respond being the following business day.

Please respond to the last email at your earliest convenience so we can make sure we resolved your issue. I look forward to hearing from you soon.

Best Regards - Bradley from Lucky Orange

Thank you for your feedback, and we’re glad that you enjoyed using Lucky Orange. We understand your frustration with pricing, which is why we offer a free plan and a plan designed for our Shopify users who are getting started with their store and building traffic and customers. Our tool continues to evolve to bring you more value through new features, such as daily email reports, multiple question surveys, optimizable segments and more.

We would love to discuss this with you further, and our team attempted to contact you via email shortly after this review was posted. Unfortunately, the email you used within our system was unable to be delivered. At your earliest convenience, please contact us at support@luckyorange.com to get the ball rolling to see what we can do for you.

Best Regards - Bradley from Lucky Orange

Thank you for your feedback. This isn’t an experience we want any of our users to have. We can’t find a help ticket in our system regarding this issue, and we would like to investigate it further. I sent you an email shortly after seeing your review come through. Please respond to that email to get the ball rolling on resolving your issue.

I look forward to hearing from you soon,
Bradley from Lucky Orange.

We understand your frustration and apologize for the inconvenience. We offer limited support over the weekend, which is when your support ticket initially came through. Live support is available from 9 a.m. to 5 p.m. (CDT) Monday through Friday. Our team worked hard to answer your email as quickly as possible, and I believe our different time zones may have given the illusion that we weren’t acting quickly.

As I mentioned in my email, we’ve identified the source of your issue and are currently working on a fix. We’ll provide you with an update as soon as one is available. In the meantime, if there’s anything else I can do for you, please don’t hesitate to let me know directly by responding to my last email.

Cheers - Bradley from Lucky Orange

This is definitely not the experience we want you to have! Please accept my apologies for the inconvenience and frustrations. After connecting with you, I hope you will give us a second chance and that we can earn a more glowing review in the future. As always, I’m here if you have any questions or would like to talk further.

Cheers - Bradley from Lucky Orange

Thank you for your feedback. Based on your help ticket, our team responded less than an hour after it was initially received.

As mentioned in our email exchange, you are using our Classic app which closes the account once the plan is canceled. This information is included in a pop-up that requires you to acknowledge this policy prior to cancellation. Our new app does provide account access for the remainder of the plan following cancellation.

We would be happy to discuss this further. Please respond to our last email to continue our conversation. We would still like to reactivate your account for the remaining days within your plan and get to the bottom of your heatmap issues.

I look forward to connecting soon,
Bradley from Lucky Orange