Okendo: Reviews & Loyalty

Okendo’s customer support is essentially “here are the docs, good luck.”

After almost a year as a paying customer, I contacted support because their Klaviyo review integration wasn’t working despite following the guides. Support confirmed there are no additional setup steps, no hands‑on troubleshooting, and no 1:1 help on my plan, only links back to documentation and group webinars.

If something breaks or isn’t intuitive, you’re on your own unless you upgrade. That’s not support; it’s deflecting the customers.

I’ve been using Okendo for a while now, and honestly, the app itself is fine. Nothing amazing, nothing terrible — it does what it’s supposed to do.
But the customer service? Absolutely awful.

I don’t usually write negative reviews, but this experience deserves it.
Shiela, in particular, has been one of the most unhelpful support reps I’ve ever dealt with. She never replies on time, never follows up, and never actually resolves anything. I’ve been waiting three weeks for a simple update and she still hasn’t bothered to come back to me. It’s like sending messages into a void.

For an app that charges this much, you’d expect basic customer service — not radio silence.
At this point, I honestly don’t recommend Okendo at all. The tool might be okay, but if something goes wrong, good luck getting anyone to actually help you.

honestly super sad I have to leave a review like this. Okendo seems good overall but their support and team/onboarding is terrible. Still waiting weeks for help once we've already paid. Reviews was simple enough, but Loyalty they recommend onboarding and no one really has helped or even responded properly. Needs a big improvement in support

The reviews feature are alright but quite expensive.

We give 1 star because every single time we have an issue the customer service cannot help. It is like it young children working with absolutely no knowledge about the products and with no will to help either.

They do not listen, they do not read, and they do not help. They answer slow even on live-chat letting you wait as long as it takes until you leave the chat and then hits you with "are you still here" and "we have closed this ticket please contact us if you need more help". Every single time.

They let you wait 10-30 minutes for each answer. This way they let you wait for hours with absolutely no shame until you are tired and leave. Then they close the ticket and mark it as 'solved' (:

It is absolutely astonishing the incompetence we experience from the customer service every. single. time.

Also it's not a onetime thing - it's at least 15-20 different customer service agents with the exact same behavior.

We will now find another provider to handle reviews for us.

Don't bother. There are far better apps out there.
Okendo has developed such a convoluted app that simple features requires support for help, file uploads encounter constant errors, and reviews don't display. They then asked for account access to help fix it, but they didn't fix it. To make their app work they edit your theme and you have to republish your entire store. I mean, seriously.

Overpriced with many missing features, not to mention that I have been waiting since February to have them remove the metafields left in our Shopify since removing the app. Stay far away from this app unless you want ot waste money and your time.

Install is very lengthy and if you don't go for the very expensive plan you have no on-boarding help so good luck with that. To get on-boarding your spending a min of $300/mo and I can tell you your better off spending with Google Adds. The reviews do ZERO for SEO.

Everything I do for my Shopify cart is for business and this does nothing to attract more customers. Once there on your site reviews mean nothing. If you want a pretty little button on your site for $300/mo. then sign right up but there are many Google Review Apps you can install with Shopify for 4.99/mo. that do the exact same thing.

The people are nice you deal with and they do respond. It's not the people it's the product. It just has no value added to your store. Sorry :(

Update: went back and got the cheaper version and it's WAYYYYY worse. There is zero support and good luck getting it to work. Two months later and my google feed is still not working! They just email you excuses and WILL NOT get on a phone. Two months of trying and wasted all my time and money. DO NOT USE companies that have no phone support. You will regret it.

I wrote this review a few days ago and then hit delete. I figured I'd give Okendo the benefit of the doubt... Nothing has changed. This review is a reality based on my ongoing experience with Okendo.

Onboarding with Okendo has been less than stellar. A process that I was told would be prioritized by the sales team has taken significantly longer than expected. There have been long delays and bugginess found in the platform that we've had challenges overcoming... The biggest hurdle working with Okendo is their responsiveness. Tickets are not handled in a timely manner. Emails are not responded to in a timely manner. I've had two onboarding reps and have seen the same lack of response from both.

Okendo is the highest priced app that does what they do. You would expect them to back it with a high level of service and care. I haven't seen it.

At this point I would not recommend anyone else go through the pain that I've gone through. It has not been a good experience. Sadly, we're in too deep and it would be challenging to pull out at this juncture a week before Black Friday.

was in the first plan, upgraded to second plan and got scammed out of credit

Disappointing. In the free plan only reviews are available but if you want to use other options like referrals and quiz you need to start free trial of the paid plan, which is not mentioned any where and you need to talk to support to do that...

Such a long process and waste of time...