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AVOID AT ALL COSTS……………..
I was not informed that I needed to upgrade, there was no communication whatsoever. I was then told that simply logging in triggered the upgrade, which is unacceptable.
Customer service via chat was also very poor and unhelpful when trying to resolve the issue. I would strongly recommend using alternative providers.
Hi My Mystery Shirt Team,
Thank you for taking the time to share your feedback, and we’re truly sorry for the frustration this situation caused.
We’d like to clarify a few points for transparency.
When accounts on legacy free plans exceed usage thresholds, an in-app notification was displayed to inform users that an upgrade will be required. For accounts that exceeded the plan limit but haven't upgraded, we intentionally ensured that active campaigns continued running until the next login, rather than cutting them off immediately from the point at which the usage threshold was exceeded.
We understand that the notice may be easy to miss, and the upgrade alert on your recent login would have felt unexpected, and we completely get why that would be frustrating. However, we hope you also understand that it's not an abnormal practice for an account to be requested to upgrade when it has exceeding the free plan usage.
We also want to acknowledge that your account has been with us for over 3 years on the free plan and that your campaigns have performed well. We truly appreciate your trust during this time.
That said, we’d be happy to explore possible options and offers with you if you would like to continue using the app. Please reach out to us directly at support@one.store, and we’ll assist further.
Warm regards,
The ONE Team
The customer service was excellent and the plugin was easy to use. I highly recommend this plugin to anyone looking to increase sales and engagement on their website. Thank you for providing such a great product and service!
In addition, I want to highlight the exceptional customer service provided by the ONE Upsell team. They were incredibly helpful in setting up the spinning wheel feature and promptly addressed any questions or issues I had along the way. Their support was top-notch and made the entire experience even more enjoyable. I can't speak highly enough of their dedication to their customers. Overall, I'm extremely satisfied with this plugin and the excellent service that comes with it.
Really really good, good service, good app easy to use, and 5 stars for Rosy, hope all of you have a great day
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
Nice Service! Really thankful for the kind help, it helps me a lot!! Hope can enjoy more free functions
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!!!
Our address is in China, I can't get in touch with your customer service due to IP evaluation, I need help, my EDM marketing is not getting any replies and clicks, I can't set up product collection.please reply me email.
This is really wonderful. I have used many of these kinds of APPs, and ONE happens to be the best among all. I enjoy using it a lot
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.
Stay away from this app at all costs! They're incredibly untrustworthy and manipulative. Without any warning, they suddenly changed their pricing structure for us due to our high usage. Originally, pricing was based on the number of users, but now they've switched the pricing to email basis, which means they can charge us exorbitant amounts without rhyme or reason. They went from a $160 per month to an outrageous $5000 per month. It's beyond ridiculous—it feels like they're playing games with us, knowing that once we're dependent on their app, they can hike up the prices. What's even more concerning is that they seem to treat each store differently (After seeing their performance), with no transparency or fairness. Save yourself the headache and avoid this app like the plague. You'll thank yourself later for not falling into their trap.
Thank you for sharing your concerns. We understand your frustration and would like to provide some clarity on the situation.
Over a year ago, we negotiated a custom plan with your team for $160 per month, which included 45,000 subscribers and unlimited email sends after a substantial 75% discount. Recently, under new Sowears marketing leadership, your account experienced significant changes:
1) Subscriber Increase: Your subscriber count surged from 45,000 to over 200,000 within a few days.
2) Email Volume: You sent 10,000,000 emails over a 30-day period, which averages about 7 emails per day per subscriber based on 45,000 subscriber limit, far exceeding the typical usage pattern.
Our automated system flagged and paused your account due to these substantial increases from Sowears 45,000 subscriber limit. This was not a sudden or arbitrary decision but a necessary step to prevent potential spam issues and maintain the integrity of our platform.
Given the new usage levels, we proposed a new pricing plan of $5,000 per month, reflecting the significant increase in both subscriber count and email volume. For context, here are the costs on similar platforms:
Klaviyo: $7,800 per month
Sendlane: $5,500 per month
Yotpo: $5,500 per month
Our pricing remains competitive and is in line with industry standards for the level of service and volume you are now utilizing.
We strive to treat all our customers fairly and transparently. If you have any further questions or wish to discuss your plan in more detail, please feel free to reach out to our support team. We value your business and are here to help you find the best solution for your needs.
Thank you for your understanding.
