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VERY BAD SUPPORT.
They don't even try to solve the problems in their app !
Really, bad experience with them !
Their competitors are better !!
We appreciate your feedback and understand your frustration. We strive to be compatible with as many sites as we can but in some rare cases, there may be an element or area of a website that we are not compatible with. Our developers took a look at your site and determined that you currently use a web component with a shadow root that our system is not currently able to pick up in session recordings.
Additionally, your refund has been issued, and we appreciate your patience.
If you have any other questions, don’t hesitate to reach out. I look forward to hearing from you soon.
Regards - Kelsey from Lucky Orange
Disappointed with the Performance.
I had high hopes for this app, but unfortunately, it didn’t meet expectations.
From the first night, I encountered issues—it wasn’t recording visitors to my website. I contacted support, and while the agent acknowledged the problem and escalated it to the technical team, the issue remained unresolved.
A few days later, the app still wasn’t functioning properly. It reported zero visitors from our home country, despite multiple visits, including my own, which weren’t recorded.
Ultimately, the app didn’t work for me, and I can’t recommend it based on this experience.
We’ve reached out to you about this issue and confirmed we do see visitor session recordings in your account. We always strive to deliver visitor recordings as quickly as possible and in rare cases, it can take a few minutes for the data to process and populate in your account. It seems like you may have experienced some slight delays in the data processing but would love to test this further with you to see if it was one-off or if there is some other issue we haven’t identified yet.
Please respond to my last email as I would like to connect with you personally to ensure all of your issues are fully addressed and resolved. If you didn’t receive my earlier email, you can also reach out through support@luckyorange.com. I’ll be monitoring both my personal and support inboxes for your email and look forward to connecting with you soon.
Best regards - Bradley from Lucky Orange
Due to a glitch our data wasn't recorded and lost and half of the sessions we had in the plan and we lost due to the glitch we're not recoverable. We didn't get offered any compensation or solution for the lost data, just a notice that it was our problem we couldn't get the data back. We decided to cancel because of sub par customer service and ask for a refund. Refund was decided to be 25% of the plan while 50% of the data was not able to be recovered due to the glitch. We also never used any heatmap or replay features during that time so we did not consume the plan. We were looking for a long term business relationship as our companies - 15 other businesses with plans all the 'Grow' plan for $79 a month - are long term customers, and we were planning on recommending them to our network 32,000 webshop owners, but we are switching our businesses and recommendations over to Hotjar now.
We understand your frustration regarding the lost data caused by our technical issue. Our technical team responded swiftly to implement a resolution, but unfortunately, we were unable to recover all data. Issues like this are rare, and we regret the inconvenience it caused.
Regarding the refund process, our policy accommodates adjustments based on usage and the specific circumstances of each case. Please see my most recent email for more information about our refund offer. While we respect your decision to explore alternatives, we hope to keep the lines of communication open. I would be more than happy to connect to further discuss your concerns. Please reply to my last email to continue our conversation. I look forward to hearing from you soon.
Best regards - Kelsey from Lucky Orange
It didnt work for our Impact theme, the hole recording is gliched so we sadly could not use the replays feature. The support said, its currently a bug but it will not be fixed right now. There was no more effort to try and fix my issue. I asked for a refund since the app is not wokring like intended, that was over a month ago, i was charged with 40€ even after chainging the plan to free.
I even have the promis for the refund written, on email, but sadly that has not happened jet.
Dissapointed to say the least
We appreciate your feedback. The custom Shopify theme you’re using handles image carousels in a way that prevents Lucky Orange from capturing visitor data. Additionally, your refund has been issued, and we appreciate your patience. As I mentioned in my email, we had to wait for Shopify to charge you before we could issue the refund. That’s why you saw the charge on your account, which we then immediately refunded once it came through.
If you have any other questions, don’t hesitate to reach out. I look forward to hearing from you soon.
Best regards - Emilia from Lucky Orange
was good initially. now it really costly. and now my app wont even work. it says its blocked. i cant contact support and have no idea why. i tried uninstalling it but now i cant re-install it.
the app offers good data and traffic insight but they are limiting what you can see based on your subscription and now free is only for 7 days
im likley leaving this app. but i wanted to check my recent weekly stats
I do use another app thats just as insightful and free
Thanks for reaching out. Regarding your blocking comments, Lucky Orange can occasionally be blocked by certain browser extensions, such as ad blockers. I would be more than happy to walk you through the solutions for the most common reasons why Lucky Orange may be blocked and assist you in re-installing the app. If needed, I can bring a developer along for further assistance. Please reply to my last email to get the conversation started.
Additionally, I want to address confusion around our free trial and free plan. Lucky Orange does indeed provide a free trial for new users to check out our features. Our free trial is limited to 7 days at which point you can move to a plan, including our free plan. This free plan lets you get valuable visitor behavior insights at no cost and comes with different session limits that resets every month. I would be more than happy to talk to you about our plans and find a plan that meets your needs. Again, reply to my last email, and I’ll be happy to connect. I look forward to hearing from you soon.
Best Regards - Kelsey from Lucky Orange
After using this App since 2017 I must say the the new dashboard needs to be re-designed. You have lost function for form. We the retailer are facing the customer and this new dashboard does not do half of what the old version did. Quite disappointed. It is running like a beta version.
David Foster
The Abbey Collection
We appreciate your feedback and your business over the last 7 years, David. We value your feedback and would like to connect with you to understand your perspective on how we could improve our dashboard feature. Please reply to the last email from our team to get the conversation started and schedule your call. We look forward to hearing from you soon.
Best Regards - Kelsey from Lucky Orange
Too expensive
Thank you for leaving us your feedback. We appreciate the budget constraints that can come with running a small business, which is why we offer a free plan to get valuable insights at no cost, which is the plan you are currently using. This is in addition to a plan specifically tailored for Shopify users who are just starting out with their online store and looking to grow their traffic and customer base. I would be happy to walk you through the 20+ tools included in your plan and work with you to find a plan that meets your budget and traffic requirements. Please respond to my last email to connect. I’ll be watching our inbox for your email, and I look forward to hearing from you soon.
Best regards, Kelsey from Lucky Orange
Downloaded this app and this SLOWED DOWN our entire store. Making matter worse, we already paid the premium version for 1 year, and they are not replying about a refund. This app took thousands of dollars from us! We will be contacting shopify for further escalation if we dont hear back from the app developer.
We appreciate your feedback. Our team has been actively working with you to address your concerns. We look forward to continuing the conversation with you to allow our developers to research your experience and make sure we get a resolution for you here soon.
Lucky Orange is designed to have minimal impact on your site speed. Our tracking code loads asynchronously, meaning it doesn't load on your site until the essential elements have fully loaded and are fully functional. In comparison with other conversion rate optimization tools, Lucky Orange continues to receive the highest marks in Yottaa's annual report, indicating that our software has little to no performance impact on website speed. I'd be more than happy to discuss this further with you when we connect. In the meantime, here’s the link to the report if you are interested in reading it: https://www.yottaa.com/thank-you-for-downloading-the-annual-ecommerce-technology-buyers-guide/.
Best Regards - Kelsey from Lucky Orange
Keine Empfehlung. Versprochene Ersattung wird nicht ausgezahlt. Sitzungen werden am Stück und nicht verteilt getrackt damit sinnlos.
We schätzen Ihr Feedback. Wie ich in meiner vorherigen E-Mail erwähnt habe, haben wir Ihnen eine Teilrückerstattung ausgestellt und warten darauf, dass Shopify dies von ihrer Seite abschließt. Leider haben wir keinen Einfluss darauf, wann Shopify Ihre Rückerstattung ausstellt, aber Sie können sie kontaktieren, um ein Update anzufordern.
Was die Nachverfolgung von Sitzungen betrifft, haben Sie absolut recht. Wir verfolgen alle Ihre Besucher, anstatt nur einen kleinen Prozentsatz zu erfassen. Dieser Ansatz sorgt dafür, dass Sie einen vollständigen Überblick darüber erhalten, wie die Menschen wirklich mit Ihrer Website interagieren, den Sie dann nutzen können, um Ihre nächsten Website-Updates voranzutreiben. Wenn Sie einen plötzlichen Anstieg oder saisonalen Anstieg des Website-Verkehrs erlebt haben, kann es so aussehen, als würden die Sitzungen Ihres Plans auf einmal erfasst werden. Wenn Sie an einer Datenstichprobe interessiert sind, die einen kleineren Prozentsatz Ihres Verkehrs erfasst, bieten wir dies mit unseren höherwertigen Plänen an, und ich würde mich freuen, dies weiter mit Ihnen zu besprechen. Bitte antworten Sie auf meine letzte E-Mail, um dieses Gespräch fortzusetzen. Ich freue mich darauf, bald von Ihnen zu hören.
Mit besten Grüßen – Bradley von Lucky Orange
This app was removed from my site because the second I installed it I got inundated with sales emails, despite not giving permission for this. I have unsubscribed from their emails multiple times, reported junk, and uninstalled the app, yet somehow they STILL keep swamping me with sales emails and daily reports about my website they shouldn't have access to. It might be a good app, but if this is how they treat personal data under GDPR I can't in good faith use it or recommend the app to others.
To respond to the feedback:
- The emails on both lists (the welcome emails and the one I unsubscribed from) continue to send emails. They land despite Lucky Orange being a blocked sender.
- The daily snapshots of 0 traffic and 0 data sends automatically despite the app being uninstalled and the API integration being cancelled from my end.
- The API integration was removed due to GDPR issues.
- Since installing Lucky Orange, I have also been inundated with spam emails from multiple other sources, which started on the day I installed Lucky Orange.
Lucky Orange is committed to upholding the highest standards of GDPR compliance. We do not now nor have ever sold our user information to a third party. Additionally, we give you multiple ways to opt out of the emails if you no longer wish to receive them. We confirmed all emails are turned off for you moving forward and would be more than happy to address any other questions you have by scheduling some time with you to connect. Either reply to my last email or use this link to find the best time in your schedule to connect: https://calendly.com/luckybradley/15min. I look forward to assisting you soon.
Best Regards - Bradley from Lucky Orange