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the heat maps never work. Seems to be a waste of money with no real insights and it seems to slow the site down.
We’re so sorry for your experience; it’s certainly not one we want any of our customers to have. We contacted you several times to resolve your concerns but haven’t heard back from you.
Lucky Orange is fully committed to transparency into how our technology operates and affects your website. Our code is loaded asynchronously, meaning it does not load on your site until the essential elements like your product pictures, navigation, CTAs and more have loaded and are fully functional. As a result, Lucky Orange shouldn’t slow down your site. Here’s a link to a document that provides more detail: https://help.luckyorange.com/article/137-will-lucky-orange-slow-down-my-website.
We’d like to look into your specific concern further, so please reach out to us by phone (text or call) at +1-913-200-3927 or by emailing support@luckyorange.com. Again, we apologize for this experience and hope to hear from you soon. Once these issues are resolved, we would be more than happy to reset your free trial.
Cheers - Bradley from Lucky Orange
It's not live and very inaccurate.
Bugged app, made our website to freeze and stop working on different browsers and devices making us lose sales
Thank you for your feedback. Lucky Orange is committed to transparency about how our technology works and should never interfere with how your website operates. 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 have tried to get in contact with you and would like to connect to learn more about 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
This application provides a good service, but their persistence in not fixing the following problems: makes it a weak application:
1-Weak UI design.
2- Poor code and heavy on the website and it does make the website speed so slow.
3-The idea of statistics is nice, but it is limited and inaccurate.
4- Technical support is very, very slow in responding to any requests or trying to solve any problem.
5- There is a stronger alternative, which is Google statistics, where this service is provided free of charge and without limits in terms of the number of clicks that the user made on the page, but what distinguishes the application is its ability to record a video of this process.
6- I am still using the application, but I think that if the application does not update soon, I will delete it and it will not get another chance.
7- It does not support the Arabic language perfectly. They need more experts in this field to help.
We are glad to hear you find our service valuable and absolutely want to be sure we continue to meet your expectations. Since we have been unable to get ahold of you via phone or email I wanted to provide some additional context on your bullet points.
Realizing what a huge factor UI has on your experience with our app, we are constantly looking for new ways to improve our experience to make it better for our customers. If you have any specific feedback for us here, please feel free to email us at support@luckyorange.com and we will absolutely take a look at it.
With regards to our code and it’s impact on your site, 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.
We see many of our customers use Google Analytics alongside Lucky Orange, but as you mentioned Google Analytics does tend to stick to more event based analytics where Lucky Orange goes more in-depth to tell you what people are doing on your site through offerings like recordings, heatmaps and other similar services.
We would love to work with you on getting these issues resolved but haven’t been able to get ahold of you yet. Please reach out to us by phone (text or call) at +1-913-200-3927 or by emailing support@luckyorange.com.
Cheers- Bradley from Lucky Orange
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