Reviews (2,506)
What merchants think
This is generated by Shopify Magic. It's shown when an app has 100+ reviews and a 4.0 overall rating.
This is generated by Shopify Magic. It's shown when an app has 100+ reviews and a 4.0 overall rating.
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Merchants highly recommend this app for its responsive customer service and user-friendly interface, suitable for businesses of all sizes. They credit their improved customer engagement and conversion rates to its effective marketing tools, including email, SMS, pop-ups, and customizable templates. The support team is praised for their quick and effective problem-solving. Continuous updates and cost-effectiveness are also noted as key benefits.
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Poor customer service. Selected a free basic plan and was still being charged a random amount that was not apart of any plans. Even after uninstalling the app I am still being charged .
Thanks for sharing your feedback with us.
It saddens our team to receive the review with false information. Allow me to go through all of your concerns point by point.
1. First of all, you subscribed to our paid plan in February 2024 and the charge went through Shopify monthly invoice. Please note that in order for the charge to be activated and added to your Shopify bill, there must be a manual approval on your Shopify admin which no one has access to except your team. If you don't recall approving the charge, kindly check with your team member again.
Here is how the approval page looks for your reference: https://learn.one.store/8x69tBcb
Please keep in mind that when you subscribe to any paid subscription for app charge through Shopify invoice, you will need to go through the same approval process, not just our app.
Hence, it's untrue that you subscribed to the Free plan and got charged unknowingly when it's clear that the charge has been approved.
2. Secondly, you uninstalled the app on April 13 2025, and your latest subscription cycle started on April 9 2025. App charge on Shopify is a pre-paid subscription and at the time you uninstalled, the charge for the cycle had already started and was added to the invoice by Shopify.
Unfortunately, this is how Shopify adds app charge to a user's invoice and we do not have control over this matter. Again, it's applied to all apps that charge through Shopify. If the app was uninstalled before the cycle started, for sure, you wouldn't receive the charge.
Therefore, it's also untrue that we charged you even after you uninstalled.
3. Lastly, our customer service team doesn't operate on weekends. Hence, when you sent in the enquiry over the weekend, there was a delay in responding to the message by a few hours. Still, when we tried sending an explanation email and multiple follow-ups, there was no reply to us. Would you mind checking your mailbox again and replying to our message please?
Or let us know which email/channel is the most convenient for you so that we can send you another follow-up.
If you have any further questions the app or subscription, kindly contact us at support@one.store and we'd love to work with you to get them all cleared.
Best Regards,
ONE team
ONE has been a game-changer for my business. Their customer service is exceptional! Always responsive, knowledgeable, and ready to help whenever I need it. The tools have been instrumental in driving customers into my sales funnel, boosting engagement and conversions. I highly recommend this app to anyone looking to streamline their email and SMS marketing with excellent support.
First of all the customer service is AMAZING! I chose one of the busiest times of the year to use this app, and I had a few issues with getting my subscribers in properly (something on my part) Rissa and Lou have been so helpful! I've never had a company respond back almost immediately at night, let alone on Thaksgiving Day in order to make sure my sms were going out properly!
Over all everything has been extremely easy to set up and I would highly recommend!
BEST APP FOR ME! CUSTONMER SERVICE IS GREAT! I WILL CONTINUE TO USE THIS ONE FOR SURE!
Update 22.12.24 - both stores have now been refunded and they are working on a solution to automatically unsubscribe from app after deleting it from store. Currently you have to press a button before deleting app to stop charges from being made post deletion.
Used App on 2 of our websites and uninstalled it on 21 Nov - was still charged on 1 Dec for the use of it. Wrote to support for help with refunding the incorrect charge and no reply.
Thank you for sharing your concerns and my sincere apologies for the inconvenience it has caused.
Upon checking your account, since you’re on our Custom Plan, it would require canceling subscription in the app before uninstallation. Looks like when you uninstalled the app, you hadn't canceled the plan beforehand, therefore, the charge still occurred. We already canceled the subscription on your behalf and refunded the amount within 24 hours since we received the request and sent you 2 email updates on the process. I’m glad to know that you already received the refund.
Furthermore, after your feedback, we have made the Cancel plan button more visible in the app for our users to deliberately adjust their account’s subscription.
Should you need further assistance, please do not hesitate to contact us at support@one.store
Best,
ONE Team
This thing has it all - probably more than I need! A lot of it is really intuitive, but even if you find yourself stuck, the customer service is excellent. I had a question and was quickly helped by Rissa. Not only did Rissa sort out my issue, but also went above and beyond by delivering additional elements to me that I thought I'd have to go outside to another third party to get. I've just started delving into this app, but I'm looking forward to figuring out everything it can do!
After struggling with multiple email marketing platforms and facing deliverability issues, ONE came to the rescue. Their platform not only excels in design, but also boasts exceptional customer support. The time and energy saved by their support team have been invaluable. For any Shopify user seeking a user-friendly, feature-rich email and SMS platform, I highly recommend ONE. 10/10. Special thanks to Prateek and Rissa for their incredible kindness and assistance.
THIS IS SCAM!!!!!!!! This app advertise free or 9$ and when you login to it, it charge you $29 USD without any trial term and it doesn't work , if you want to send sms you should pay another amount, that means you are paying $29 USD which means $40 CAD (ONE MONTH SHOPIFY SUBSCRIPTION) for nothing because you can send those utomation emails with shopify free too. Also, even the email test didn't work that means you paid $40 CAD for nothing. And when asked about the prices or anything else they told me if you don't like it you can uninstall it.
Hi Lusso Team,
It saddens our team that you have written such a blatantly misleading review. Allow me to go through all of your concerns point by point.
1. The app listing on the Shopify page indeed shows a $9 base price, but also mentions "upgrade as you grow". This is because a Shopify merchant is going to have very different usage needs based on their size. If a shop has 100 customers vs. 100,000 customers, their usage on our app is going to be very different and as such they will get charged different prices.
2. The way that pricing is advertised on the app page is actually very standard language, please look at the app listings for other apps if you don't believe us.
3. When signing up for our app, we make it very clear on our page what price you will be paying (in your case $29/month) and then on TOP of that, Shopify also has another page where they ask you to confirm the amount that you will be paying, AS WELL AS the dates that the payment is due.
It's confusing to our team how with such clear signage, and confirmations that you needed to provide, that you're still accusing our app of being a scam.
4. Our app has a 10 day free trial, which you received. You installed our app on August 24th, 2024 and the billing cycle did not start till September 4th, 2024. Again, very confusing why you're claiming you did not receive a free trial when you so clearly did.
5. Additionally, yes we do charge separately for SMS because it is an expensive feature to operate. If you look at other SMS apps, they will also charge based on the amount of messages that you're looking to send. We do not force these charges on you, and you only pay those charges if you decide to use the SMS feature and send out messages. If you do not want to use SMS, then you do not pay for it.
6. You had reached out to our support team to complain about not being able to find certain features on our app (which we understand that the learning curve of new platforms can be frustrating). But when our team responded to help you find and operate the features that you were looking for you had stopped responding. Our team prides itself on our support, but it only works if the merchant is actually receptive to our help.
7. Looking through the backend of our system, it looks like the email messages you sent from our system were sent successfully and received delivered callbacks from the inboxes they were going to. So again, very confused about why you're saying the test emails didn't work.
8. Looking through our support interactions, none of our team members said "if you don't like it you can uninstall it". I'm not sure if you're confusing us with another app, but our team did not say this or anything even close to what you're implying. Again, very confused about why you're saying this.
We're very disheartened to see that through all of this, you still decided to leave us a 1-star review instead of actually engaging with our support team.
If you have any questions, we'd love to work with you to generate value for your business but if not we wish you the best of luck with your business.
Best,
ONE Team
incredible service and amazing app to use to boost sales and sign ups :)
the one，I really like the customer service for this program. All the questions I asked were answered, and they even made a special video to help me understand better. It's really great!lou is so kind!!!