Patch Customer Retention

(posted to warn other businesses):

From the moment payment was processed, the app did not work.

Immediately after paying, the app redirected only to an error page. It could not be opened, accessed, or used in any way. There was no functionality available at any point.

We contacted support and were told the issue would be fixed. After continued communication, they later admitted they could not fix the problem. Despite this, they continued charging us.

When we formally requested a refund for an app that never worked and services that were never provided, the refund was refused. Even after requesting the refund, they continued attempting to charge us, forcing us to stop the charges through our bank.

This impacted our entire company. Multiple team members experienced the same issue and will be leaving reviews to document this.

Additionally, due to Shopify’s review system, we were required to reinstall the app in order to submit this review—forcing us to re-engage with a product we already knew was broken simply to warn others.

Charging customers for a product that fails immediately after payment, admitting it cannot be fixed, continuing to attempt charges after a refund request, and then refusing to refund is unacceptable. Based on our experience, this app presents a serious risk for other businesses.

I am not one to normally leave lengthy negative reviews. but this is the worst experience i have ever had with a Shopify app.

The best customer service in the industry. Transition from another platform is seamless. They walk you through everything. You really get the most out of the platform with the use of Email, SMS, and Rewards program being integrated. I was hesitant to use a rewards program and give too much away, but now I see that the return is well worth the rewards given.

Decided to switch over from MailChimp to Patch. I thought it was going to be a major undertaking but the onboarding and hands-on setup we received from the Patch team was remarkable. Recreating all of our email flows, adding SMS into our strategy, and incorporating new — and in our opinion — much better triggers; it was all well worth the effort. We feel like we have a true system that allows us to have a much more holistic view of our business than we did before. The ability to slice and dice data is also leaps and bounds better than MailChimp and other platforms we have used. Highly recommend Patch and their team!