The overall rating reflects the current state of the app. It accounts for all app reviews but prioritizes the most recent ones.
Too many Bugs, and the worst bug is the customer service, shall we do the debug for Lumise ? I can, but they read without reply make me wanna quit it and leave the 1 star rating. Recently they still sent the mail to us and ask for give them a chance ,what's going on ? Why you don't reply us your app full of bugs at beginning ? I had reply you not to bother us any more, but you still send the mail to us ... , I had resend you mail to shopify , they will told you not to do it .
The support offered by Lumise has been terrible. They'll take weeks to respond to a message and not even suggest a solution. You can't use this app if you pull shipping rates from products. You'll run into an error. The app "looks clean" but once you start using it you realize that it was built poorly and not usable.
UPDATE 12/10/2020 - We have 3 major open issues and Lumise/Nitro Apps does not respond (Daniel or Jade). We can see they read our chat messages. We send them by email and through Shopify also. Customer service is worse than any other app. They are in Vietnam. We have a Philippines app and they respond in 4-10 minutes no matter what time it is there and they fix things right away. USA we cannot recommend this app. We would leave but we have put too much time into it at this point :/ _________________ Translate to Vietnamese: CẬP NHẬT 12/10/2020 - Chúng tôi gặp 3 vấn đề lớn đang mở và Ứng dụng Lumise / Nitro không phản hồi (Daniel hoặc Jade). Chúng tôi có thể thấy họ đọc tin nhắn trò chuyện của chúng tôi. Chúng tôi gửi chúng qua email và cả qua Shopify. Dịch vụ khách hàng kém hơn bất kỳ ứng dụng nào khác. Họ đang ở Việt Nam. Chúng tôi có một ứng dụng của Philippines và họ sẽ phản hồi trong 4-10 phút bất kể đó là thời gian nào và họ sẽ sửa chữa mọi thứ ngay lập tức. Hoa Kỳ, chúng tôi không thể giới thiệu ứng dụng này. Chúng tôi sẽ rời đi nhưng chúng tôi đã dành quá nhiều thời gian vào thời điểm này: /
____Positive: (1) Ease of Use for business and client. (2) Extended free trial so we can get set up. Needs improvement: (1) Jade and Daniel are in Vietnam (12 hour time difference) and have no USA support hours. It takes time to get answers. (2) When they need to look into it they say 'please wait' but do not follow up proactively. (3) The app does not take the product weight; we have calculated shipping and this makes us lose money. They say it is not possible technically because the checkout goes through the app. (4) Some of our fonts are cut off and we are waiting for a response that they have fixed it. (4) Need more set up documentation so not so many questions need to be asked.