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We used this app for around two years, it was always a bit glitchy and a bit slow but it generally worked. 2 weeks ago our products stopped syncing to our destination store (even though the dialogue box showed that the sync was successful). I contacted support and was met with an incredibly condescending response that we must have changed the settings (we didn't). 6 frustrating emails later, the development team conceded that they had indeed updated the software (without any notification), and the app would no longer work for us. Average product, terrible service, we've moved on.
Hi Team at Use-Ta!
Firstly, we would like to extend our sincere apologies for the inconvenience and frustration you've experienced. Thank you for taking the time to bring this to our attention; your feedback is invaluable in helping us improve.
After a thorough internal review, we recognize that we fell short in multiple areas. You were absolutely right about the inadequacies in both our communication style and the accuracy of the information provided. We understand that the recent software update blocked the manual update functionality that you were accustomed to, and for that, we are genuinely sorry.
To make amends, we are already working on an update to restore the manual sync function you relied upon. This adjustment will be rolled out in our next update. Moreover, we have conducted a comprehensive review with our support and development teams and held a 'lessons-learned' session to prevent future communication lapses.
We regret that our shortcomings have led you to move on from using our application, and we appreciate the time you spent with us. Your feedback will serve as a critical learning point for us to better our product and customer service moving forward.
Again, thank you for your honest review, and we deeply regret the inconvenience you’ve faced.
App goes down erratically and causes issues with our inventory sync. If you are high SKU and high traffic store then even a 30 mins of app downtime can cause a havoc with inventory. Our store sync was down for more than 6 hours. In this day and age an essential service being down for 6 hours is a joke. Developer team is in Australia with no contact number listed or support allocated for customers in European time zones. No references for the company egnition or developers working at egnition found on LinkedIn, twitter or github. Makes us wonder if our store is in safe hands. Irresponsible? OR secretive? Stay away from the app if you are heavily reliant on store sync in (near) real time.
Thank you for your review and email communications on this subject.
We are sorry the app experienced the problem & slowed down significantly. As we assured you no data was lost during this period of time and the app caught up on all the changes by the end of this process.
As for the support, I can assure you that the team is spread across the globe (including few team members in CEE) and work using the follow-the-sun approach which is the only way to ensure the current support guarantee.
We indeed do not provide the phone support at this stage since it would require an increase in the fees and merchants have been praising us for the ability to keep the fees at the current level, so, we made a decision to keep it this way.
Very good app to connect two stores. Been using it for years with no big problem. However, when I connected additional stores I have found it may not be a good solution for our business anymore. I wish the settings on what can be synced and not be synced be by store instead of same settings apply to all connected stores. I would also love to have the option to exclude at least by collection and decide which stores it affects. If your looking for a good solution on a 1-1 store, this is a good one.
We use the app to keep stock up to date from a 'parent' store. Keeps everything in sync and stops us having to do a lot of manual work.
It serve its function. somehow, I wish they can provide only sync inclusion list that I can choose what product type, or collections or specific tags to sync, not current exclusion list, the exclusion list is difficult to use, you can only exclude specific product tags, major product creation workflow is product tags come after product creation, by that means this app already sync the product to secondary store before you add the product tags.
Thank you for the review and for the feedback provided! To share some info, we have the exclusion tag functionality added because there was a high demand for it as multiple requests were coming in. We have noted your inputs about a feature request for inclusion tags and our team will certainly look into this.
Also, we reached out to you via email with a suggestion to organize a screen sharing session for us to understand the basis of the request and see if we can find a work-around solution for you, please respond at your convenience.
One of the absolute worst apps we have tried (and we have had it for 1 year time to give them room to improve that is not working).
Do not download this app- choose Tipo instead which works like a charm.
This app will give you soooo much problems and have made us loose so much money on constant glitches and also constant errors in sync.
The service team will once in a while tell you they are aware about the issues and then they are never fixed. Our bottom line was when they now said they know about a very severe sync issue that cause us finanical losses every day but said "we will fix it by sept 8th....". At the date of Sept 1....
Their lack of respect is abnourmous.
Hi Team at BabyMocs,
Thank you for sharing your experience; we are truly sorry to hear you were not satisfied. We understand the significance of each issue our customers face, and we do not take any concerns lightly.
We have carefully reviewed your case internally and found that our team responded to your inquiries in a timely and respectful manner. It is crucial for us to clarify that our standard practice is to avoid deploying updates on Fridays (i.e., Sep 1st) or over the weekend, particularly when it is not an issue affecting primary data like prices or inventory. We do this to minimize the risk of disrupting service for all our users. In your specific case, a workaround was offered, and our team worked over the weekend to expedite a solution. The fix was deployed on Monday (Sep 4th), and the app has been running smoothly since.
We apologize for any inconvenience you’ve experienced. If there are continuing issues or further concerns, we are more than willing to address them. We appreciate your business and your feedback as it helps us improve.
Alex was very helpful and easy to work with.
This app has made our lives easier. By far, the best customer support team that we have ever witnessed. They are fast, responsive and tech friendly. Anyone who wishes to sync their stores across, this app should be the first choice.
Regards,
CHIC LE FRIQUE TEAM
The app is great and does exactly what we need. Customer support ontop in one word: INSANE! Thanks for your service! App and Service is highly recommended.
We've been using the app for over a year now and it's been doing a good job syncing all of our products in multiple stores and locations. Even though we might have had occasional small issues with syncing individual products, the support team was always quick to reply and help us find the cause and resolved it. The app is easy to use and set up. Overall very good system.