Rezensionen (961)
Anpassen
-
Nach Bewertung
Terrible app, absolutely useless. Their e-mail hosting provider is not working and support is speaking with you as if it's your fault. Use other e-mail newsletter providers, this is an absolute waste of time and support is clueless.
** UPDATE** -- reducing my review to one star because the platform keeps breaking. I've currently been blocked from sending emails for over 3 days and I can't get any resolution. All the support team can say is "we're a small team and we have no idea when we'll have any information or fix for what's going on." .... They seem to be happy to keep announcing new beta features instead of making sure core features are stable and working. Their message to me was (copy/paste) "All I can say is that our team is looking into it, hopefully we'll have an answer in a day or two, but I can't promise that." They are also apparently happy to keep charging me while their platform isn't working... but if I uninstall it, then they'll give me a refund??! Very strange business practices. I really tried to give them the benefit of the doubt as I've spent 15+ years building software and know it's hard... but at the end of the day you need better answers for why critical features aren't working and better customer support when you fail as a business.
Decent app... support was a bit over zealous on the setup with their suggestions... but the biggest issue is the system (at least for sending emails) has been down for over 24 hours at this point... my last newsletter did not get sent out... and all I'm getting from support is "we updated our system and now our engineers are working on fixing it" ... I will say, I'm a free user (how do you even upgrade?) so I guess I'm getting what I paid for. ¯\_(ツ)_/¯
*Update* All issues specific to merchant are resolved including merchant's latest reply in April. We are happy to work with merchant moving forward if they choose to return.
Dear Merchant,
Our deepest apologies for the delay. Over the past several weeks, we have been slowly upgrading our email infrastructure in preparation for the upcoming holiday season. We know that it's the busiest time of the year for our merchants, and wanted to ensure that once email volume on our system heavily scales up, that everything could flow through our system without issue.
It seems like your account somehow got caught up in some delays during the maintenance period, but please rest assured that the maintenance is now over and that our system is back and is even better than before.
Shopify billing unfortunately charges for app usage on your usual billing period with Shopify. So even though you uninstall you may see charge from prior month. Apps have zero ability to charge merchants after uninstall unless it was already pending on your invoice before uninstall.
Please let me know if there's anything that I can personally help with in regards with email sending or anything else on our platform.
Best,
Ann
Worst app, Cheaters they charged me after i cancelled the plan and uninstalled the app and yet they charged my card
Dont use this app beware
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.
Based on your feedback, we have made the Cancel plan button more visible in the app for our users to deliberately adjust their account’s subscription. And I believe the team also refunded the charge to your account within 24 hours since we received your request. It might take 5-10 days for the amount to appear on your statement.
Should you need further assistance, please do not hesitate to contact us at support@one.store or +1 (415) 4888859.
Best,
ONE Team
Updating my review. First, I was unable to send emails properly. They kept "failing" and I had to go through support everytime I wanted to send one. They were pretty supportive but it's a nuance. Also, I had the app for less than a week and received a message that my account was being suspended because they received 3 spam complaints on one email, that would be .0008% of my subscribers. This was only my 2nd email and I went in to see where the spam complaints could even be placed and there was nowhere to do so.
Dear Merchant, so sorry for the inconvenience. Email Marketing is a very heavily regulated space by the email clients (i.e. GMail, Yahoo, etc). Once you go over a spam compliant threshold your email gets blacklisted.
I looked into your account and you had (3 complaints)/(2380 emails sent)*100 = 0.13% spam compliant rate on your most recent newsletter.
All email marketing platforms including ours gets automatically blocked and thrown into spam box after crossing a threshold. So we try to protect your account by temporarily pausing email sending. For example, here are some major email tools and their thresholds:
MailChimp = 0.01% for spam complaints
ActiveCampaign = 0.01% for spam complaints
Klaviyo = 0.05% for spam complaints
ONE+ = 0.05% for spam complaints
Unfortunately, you had slightly over 0.05% with 0.13% spam compliant rate. Other email platforms will completely ban your account, but we temporarily paused your account to avoid Gmail, Yahoo, and etc completely blacklisting your emails for life.
I know this is completely out of your control and it is ours too because Gmail, Yahoo, and etc take spam complaints seriously. It's a very complex and regulated space because all the abuse that happens around email. It's one of the reasons businesses turn to double opt-in feature to ensure low compliant rate and high deliverability.
Please do message me if you have more questions.
Cheers,
Ann
Couldn't get it to work, the most frustrating app ever! Any changes made would not register, popup wouldn't show up as per settings
Yikes, that's a pretty frustrating experience you had. At first glance, we do not see nor receive reports of a system-wide issue with our popup not working as intended.
Our team went ahead and conducted a thorough investigation of what might be giving you a hard time. We think we may know where you might have gotten hung up in our user experience and gone ahead and made updates to your campaign.
Video Summary
https://share.one.store/2Numo7wN
Text Summary
1) There are two screens for the popup, the initial screen (step 1) and the rewards screen (step 2). It looked like you spent a lot of time getting your first screen customized to look like your brand but couldn't find how to customize the second screen.
2) We've mimicked the settings from the first screen of the popup to the second screen of the popup, so they both have a consistent look and feel.
3) Additionally, we think the other issue you were facing was that the popup was not "appearing" on your website with the current settings. It looks like what happened is one of your settings was "Stop Showing if the user had already subscribed to the popup," and looking through the account, it seems like you had already subscribed to the popup during one of your earlier test runs.
4) To continue to see how the popup looks on your website, we have a "Preview on Site" button that will allow you to see what your website looks like when "new" users visit it. The "Preview on Site" button will reset your browser and our app to think you are a new person seeing pop up.
5) If you visit your store website without clicking "Preview on Site" button, then our system will be subject to the "Stop showing setting" that was enabled as if you are experiencing the popup as one of your real customers.
We offer 24/7 support, so we are happy to jump on a call, live chat conversation, or via email (support@one.store) anytime to discuss our investigation above or anything at all :) We look forward to hearing from you soon.
Meanwhile, our product team will be looking into improve the user experience based on your feedback so that new users don't fall into similar confusion and frustration. Our popups is one of the most sophisticated on the market, but with complexity and flexibility in customization always creates room to improve the app interface.
Regards,
Maya
Unfreindly interface. Once intalled all you get is an intrusive webpage that keeps pushing you to subscribe to a paid subscription. Feels like a scam.
Thank you for sharing your feedback and I would like to address your concerns regarding the subscription prompt.
The Shopify App listing does mention that our free plan is only available for partner stores and developer stores, hence, your store type is ineligible for free plan. However, we do offer a 10 days free trial and if you cancel the subscription before the trial ends, you won’t get charged.
It seems we may have missed the opportunity to assist you, as we didn’t see any record of you reaching out for support. We’re confident we could have addressed your concerns and guided you through the platform as we understand it might be overwhelming getting used to a new software.
If you change your mind, please do not hesitate to contact us at support@one.store or +1 4154888859 and we will be more than happy to assist you with the app setup.
Best,
ONE Team
TROP CHERS POUR LA FRANCE !!!! 0,20$ / SMS ............................................................
Dear merchant, we understand that cost is an important factor when considering an SMS marketing. We'd like to assure you that our pricing is set to cover the standard fees we pay to telephone carriers for international messages from a US-based phone number, including those to France.
We'd like to invite you to contact our customer support team via our 24/7 Live chat or me directly at ann@one.store to discuss potential discounts and tailor a pricing plan to suit your needs. We're here to help and ensure that our service meets your expectations.
Thank you for giving us the opportunity to address your concerns. We look forward to assisting you in finding a suitable solution.
Cheers,
Ann
Cher(e) commerçant(e), nous comprenons que le coût est un facteur important lors de la prise en compte d'un outil de marketing par SMS. Nous tenons à vous assurer que notre tarification est établie pour couvrir les frais standard que nous payons aux opérateurs téléphoniques pour les messages internationaux depuis un numéro de téléphone basé aux États-Unis, y compris ceux vers la France.
Nous vous invitons à contacter notre équipe d'assistance clientèle via notre chat en direct 24/7 ou à me contacter directement à ann@one.store pour discuter des remises potentielles et personnaliser un plan tarifaire adapté à vos besoins. Nous sommes là pour vous aider et nous assurer que notre service répond à vos attentes.
Merci de nous donner l'occasion de répondre à vos préoccupations. Nous sommes impatients de vous aider à trouver une solution adaptée.
Cordialement,
Ann
NO PHONE SUPPORT. CUSTOMER SERVICE SUCKS
You can't even start using the app until you book a call with someone? And you can't uninstall the app... until you book a call with someone. Gross.
Hi Sarah,
I see you were able to uninstall, nice work! Although a little hard to find in the Shopify Dashboard Install/Uninstall is controlled by Shopify. Apps are not given the ability to block merchants from uninstalling. I think you might have been mistaken when first writing this review.
Apologies you felt stuck in one of our onboarding flows. Many of our merchants ask for 1-on-1 onboarding via demo call to better understand how we can serve their business and help them launch their first campaign within minutes.
Recently, we are testing this onboarding option for only a small number of merchants. Based on your feedback and speaking with our leadership we are removing the onboarding call requirement.
Please do reach out to me directly support@one.store if you like to give us another go.
Cheers,
Ann
The moment you install the app they require phone verification and send you to another saying your store is not qualified for the free plan. If it's not free, they should make it clear.
Thank you for sharing your feedback and I would like to address your concerns regarding the Free plan.
The Shopify App listing clearly mentions that our free plan is only available for partner stores and developer stores, hence, your store type is ineligible for free plan. However, we do offer a 10 days free trial and if you cancel the subscription before the trial ends, you won’t get charged.
For the phone verification, it’s simply a common 2-factor authentication step to secure your account. However, we understand that it might cause our users to feel uncomfortable sharing their phone number. I’m pleased to inform you that the phone verification step was removed to make our onboarding smoother.
By the way, it seems we may have missed the opportunity to assist you, as we didn’t see any record of you reaching out for support. We’re confident we could have addressed your concerns and guided you through the platform. If you change your mind, please do not hesitate to contact us at support@one.store or +1 4154888859 and we will be more than happy to assist you with the app setup.
Best,
ONE Team
