Okendo: Reviews & Loyalty

Potential customers need to be aware that when using this app:
1. Metafields are added to the site that can not be removed.
2. These metafields prevent you from being able to use Shopify's Duplicate Product feature. Which means when adding new products every single one will need to be created from scratch.
3. It takes WEEKS to get the metafield removed from your site once you realize you mistake in adding this app

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

Very disappointing experience. They were helpful when they wanted our business and onboarding was fine, but after using Okendo for over a year, the ongoing support has been extremely frustrating.

We reported serious issues with points, store credits, refunds, and tax-inclusive calculations. Okendo acknowledged the bug and promised a fix within 2–3 weeks. Three months later, it’s still unresolved, with no meaningful update despite repeated follow-ups.

For an app handling customer money and rewards, this is simply not good enough.

I do not recommend this app.

It has been nearly 6 weeks since i signed up to their programme and the review request emails are still not live and don't appear to be set up correctly at all.
They offered 3 months free to join their 12 month programme, and now I know why. The delays and errors and sorting out are not what I expected. We have not even started on the Rewards Programme yet, and no doubt will take well over 3 months to have everything live .

Fees for the app are crazy!!
ROI on it is minimal. Can get more features at a lower cost with other apps.
The only advantage it has is all in one platform.

Overall experience is rather poor. Wouldn't recommend.

And to make it worse, they still charged me even when I cancelled.

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.

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...

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.

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.