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I've only just started using this app and was a little confused on the set up. Josh was very helpful and got back to me right away. Now we're up and running and it looks great!
App didn't work at all, didn't track any of my orders. Support was no help, waited for a week to fix and got nothing. Found another app (Trackr) that worked perfectly from the start.
Customer support took a good care of me.
The $ values did not align correctly and there is a limitation on the control to match your theme. On several requests, the support dribbled through after continuous follow up and in the end, the support just stopped without resolving my formatting issue of the form. Not an app that up to the Shopify expected level.
Hi there,
I hope this finds you well. I'm sorry that you had a negative experience with the app and our team.
When reviewing this case, I did a deep dive through every interaction between you and our team. Unfortunately, I do not see the same thing that you are. Do you have other email addresses that may be confusing the system?
From everything I can see: You emailed us, we emailed you back (several times), sent you back-end access to approve ( which you did), and then there was no follow-up on your end. The last email we received from you that is unrelated to us trying to navigate a fix for you based on this one-star review was to Becca on August 2 at 7pm PDT, and she responded August 3rd at 12pm PDT.
We did extensive CSS customization on your store- far more than we do on most of the stores that use our app, and we also refunded you for the app, and offered you three months of credit if you wanted to continue using the app.
I understand that things are challenging right now, but when we emailed you on August 19th 5:35pm PDT regarding this negative experience - you were unwilling to work with Rob, our VP of Product.
We want to make this right, we really do- as we cherish the customer relationships we have built up over time. I believe that this is really a miscommunication - which was driven by you waiting for our support team to get back to you ( without them knowing that you had approved back end access), and by them believing they were done interacting with you as of August 3rd, because that was their last point of direct contact with you.
Please email us at support@orderlookupapp.com. We want to make this right.
Best,
Rhian Beutler
President
venntov
Just installed the app. The support service answered my question very quickly. I hope that in the future there will be no problems. Have a nice working day to you guys!
I would really recommend this product. Less customer problems. Lol. Great customer service.
I am so angry !!!!!
It is a scamming app. I have deleted it but it had stolen me 10USD. I demand a refund because it must not steal my 10 USD because I did not use it.
How can I get my money back knowing that I have deleted this bloody app. I could have bought another thing but to be taken 10 dollar for an app that I deleted and it stole my money . something that I would never like someone to be put in. As any user or customer I would never want someone to take my money after when I decided to desintall an app.
Worst App ever be caution
Hi there,
I can tell you are very unhappy with being charged for order lookup, and I am sorry that you are frustrated with the situation.
We checked our emails and did not get any emails from you (but sent one, so please check!)
I would like to give you some clarity in relationship to billing.
You installed the app on April 20th and uninstalled it on May 8th. This means that you had the app for 18 days, which is 11 days longer than the 7 day trial period.
The last thing we ever want is for you, or anyone to think our company or app is a scam- we pride ourselves on our integrity and ethical business practices.
We are happy to make this right for you, and to refund the money. But it does require you responding to our email, otherwise we are unable to refund you the $10 USD you were charged for using the app.
Please email us at support@orderlookupapp.com or respond to the email we already sent.
Like I said, we want to make this right, and for you to be happy.
All the best,
Rhian Beutler
COO/Co-founder
***UPDATE***
June 30, 2020
Hi again,
We wanted to confirm that you have received your refund as we have not received an email confirmation from you.
In collaboration with Shopify we refunded your $10 USD on May 23rd.
Please email us back so we know that you have received these funds, as our customer's satisfaction is very important to us.
All the best,
Rhian Beutler
COO/Co-founder
Great app for me and the customers to find out about their orders. I know when I order something I always want to know the status of it.
Hi!
Thank you for your review, I love that you love the app for both yourself and your customers.
When we set out to build this app we thought "how can we make it so customers can always look up their order to see where it is?" It sounds like we hit the mark!
I hope you are doing well, and if you need anything in the future please email us at support@orderlookupapp.com
Best,
Rhian Beutler
COO/Co-founder
I have deleted the app and still got charged $10????
do not install this scam app, can i have a refund
Hi there,
We emailed you this morning regarding this issue. We received your email requesting a refund at 4am PDT (before our operating hours), and not only responded to your email by 6:49am PDT (also before our operating hours), we also offered to refund you the $10 USD.
It seems as if there may be some confusion as to when you get billed. You installed Order Lookup on May 4th, at which time you agreed to the $10 USD monthly fee.
You then uninstalled on May 20th. Because you used the app for longer than the 7 day trial, you were billed.
We want to make this right for you, and the last thing we want is for you, or anyone to think that we are a "scam."
We have thousands of happy customers, and generally people email us if they need a refund for whatever reasons.
Please respond to our email, or email us again at support@orderlookupapp.com.
All the best,
Rhian Beutler
COO/Co-founder
***UPDATE***
May 30, 2020
Hello again,
Your refund was processed on May 25th, in collaboration with Shopify. We emailed you to confirm but have not received a response.
As mentioned previously, we pride ourselves on giving exceptional customer experiences and want to ensure your refund was received.
All the best,
Rhian Beutler
COO/Co-founder
Just started using the app, seems really easy and user friendly, Great work to everyone working on the app.
Hello,
Thank you so much for choosing Order Lookup as your order tracking app, we appreciate your business.
I am glad to hear that you are finding it easy to use and user friendly- and will pass on you kind words to our entire team, it is much appreciated!
If you need anything in the future never hesitate to email us at support@orderlookupapp.com- always happy to help.
Best regards,
Rhian Beutler
COO/Co-founder