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I mainly wanted this app to import our Amazon reviews. They imported fine, but I had a problem publishing them to the pages. I used their chat support and Vatsal fixed the problem for me very quickly. Very happy. Thanks Vatsal.
A Cautionary Tale
Pricing and Transparency Issues
Initially, I was drawn to the app for its promising features and signed up for the Advanced plan at $199 per month, along with an additional feature called "smart review" for $9. However, the first red flag was the payment confirmation, which totaled an unexpected $247. This discrepancy was not explained upfront and was only clarified after a prolonged wait for customer support response.
The support team explained that the pricing for "smart review" and other features was based on the "number of order values" over the past 12 months—a critical piece of information that was not disclosed on the app store page. They did provide a link to calculate these additional charges, but this lack of transparency from the start is a significant concern.
Disheartened, I decided to downgrade to the Growth plan, which was advertised at $89. Yet again, I was faced with a surprising charge of $137 upon confirmation. This continued lack of clear, upfront pricing information is troubling and suggests a pattern that could mislead other users.
Integration Woes
Another major issue I encountered was with integrations. The app advertised compatibility with other popular tools like smile.io. However, it turns out that connecting these services requires not just the Advanced plan but also a Plus subscription costing $999 per month for manual API integration. This critical detail was omitted from the feature descriptions, adding another layer of unexpected expense and complexity.
Conclusion: Beware of Hidden Costs
Based on my experience, this app suffers from serious issues with transparency and customer communication. The hidden costs and misleading feature descriptions have not only caused financial strain but also wasted time and added frustration.
For other Shopify store owners considering this app, I advise caution. Ensure you understand all potential costs and confirm details with customer support before committing. What I encountered could be described as misleading at best and deceptive at worst. It's crucial to approach such apps with skepticism and to conduct thorough research to avoid similar pitfalls.
UPDATE AFTER RESPONSE:
I'm not suggesting you're dishonest, but it seems there might be some discrepancies in what's being presented. Not once is it mentioned, either on the Shopify App Store or on your website, that your app is related to revenues. The only feature listed is an import limit. This not only breaches Shopify's Terms and Conditions but could also be considered fraudulent. Your lengthy reply, filled with questionable remarks, suggests that this might be intentional. I'm surprised Shopify hasn't shut down the app yet. I hope they will take action soon. In the meantime, I urge everyone to review the app's page, take screenshots, and be cautious of any hidden costs.
Hi there,
We sincerely apologise for any confusion or frustration caused by any costs you encountered.
We're actively investigating this and we have actually found that based on your revenue over the last month you should have been charged $299 p/m for Smart Reviews and $199 for the plan. The $9 is the starting price of Smart Reviews and is for merchants who have not exceeded more than $50,000 in the last 12 months. although we have a detailed "how is this price calculated" section in-app, this should have been explained to you by our support team so we are very sorry for that.
This also doesn't explain why it seems that you have been undercharged by $251 p/m. This may indeed be a data issue on our end which we are investigating.
That being said, with plans like these we always recommend onboarding so that we can make sure you get exactly the features you want at a price that is comfortable for you. We have success managers who are here to walk you through the process 1 to 1 on calls which you were offered.
We think that you can still get immense value out of Opinew and would be happy to discuss how it can work for you should with an extended trial offer so that you can use the app correctly if you wish, we can also provide you with a dedicated success manager to make the onboarding process smoother we do this in the hope that you have all the correct information to write a review on Opinew.
Regarding Smile.io's integration, unfortunately, that is nothing we can do on our side as the $999 Plus plan you refer to is a Smile.io plan and nothing we can control! The integration is available on our end from the Advanced plan ($199), but you will also need to have the correct plan on Smile.io in order for it to work.
This review gathering feature of this app has been broken for over 4 months, and I wasn't notified, yet they continued to collect money. I can't believe how unethical these people are.
This app has been a game changer for us - They really offer a unique review product and experience that we can't find elsewhere. Customer service is top notch too - Shout out to Paul from the team - he's was great guiding us through onboarding and is just as responsive a year later.
I don't have experience of any other product reviews apps, but I have to say the support on Opinew is very good. They reply within minutes and they always see through the request, even in a different timezone. They also keep adding new features, which keeps my reviews fresh and up-to-date. John-Paris Kent
Zero stars, as the developers of this app have proven that they will shamelessly REMOVE essential features of your paid plan in order to force you to "upgrade".
We were on one of their older plans with access to all features, but recently they introduced their new pricing plans. Instead of grandfathering us into the features we already had, the developers REMOVED the features which were essential to our business without warning, and demanded us to "upgrade" for to access the features we already had. The most frustrating part is that they aren't even new features. We used to have access to Questions and Answers, Klaviyo, Combined Reviews, etc for 1 price, and now we have none of them. We are moving to a new service asap.
Hi, we have left some time before replying to this review as we have tried to get in touch with you over 5 times with no replies.
To clarify to other brands reading this;
This merchant was on a grandfathered plan from 2020 and in sometime in 2021 downgraded to one of our newer plans at nearly half the price.
They reached out to us in Nov 23 asking why they don't have the features they used to have, we explained to them that they downgraded and even offered to give them all of the features back if they changed their plan to a slightly higher one (Still no where near the price they used to pay)
They couldn't thank us enough for taking the time to create a discounted custom plan that would allow them to achieve their business goals. They said they were very happy and upgraded.
Shortly after we received this 1-star review and radio silence from Victoria and the team at Venture Heat.
I can only put it down to it being passed to someone else on the team who didn't know they downgraded in the past.
The key take away here is that all of our old plans are and ALWAYS WILL BE grandfathered until a change of plan is made. We always do our best to help all of our brands. But sometimes it is never enough.
Easy to use. Quick to setup and import reviews. Quick support.
I wish they had a better UI in line with LOOX. Otherwise, this is an excellent app.
We're delighted to hear that you find our Opinew Product Reviews App easy to use and that our quick support has been helpful. We appreciate your positive feedback!
However, we also note your wish for a UI more in line with LOOX. We genuinely value this observation and will certainly look into this aspect of our interface. Our goal is to provide a pleasant and efficient experience for all our users, so improvement is always on the cards.
Your feedback plays a crucial role in helping us refine our service. Thank you for taking the time to review us.
Best Regards,
The Opinew Team
Update: I had an issue with the app not reporting billing correctly and then found that when my three month discount ended I had been overcharged by around £4 for that month. I asked them to look into it and the reporting bit was fixed but the overcharge remained and after the fix I had lost the additional 500 imports we'd agreed when we signed on. I had no reply about either the overcharge or the loss of additional imports. Confidence was gone and so we cut our losses and uninstalled. Have also found its a messy uninstall with lots of code elements left in the theme. A disappointing end for what seemed like a really promising app.
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This app is great for pulling in product reviews from other sources (Amazon in our case) and it also has solid automation for review requests and plenty of options of display. What really sets it apart though is the customer service - we have an issue trying to install one of the widgets with out theme and Haris at Opinew tech support had it sorted within minutes - incredible service!
Thank you so much for your wonderful review. We're thrilled to know that you're finding value in our product review app, especially considering its automation features and display options. We also take pride in our customer service, so it pleases us to hear Haris could assist you effectively and promptly. We always want to ensure you are getting the support you need! Your feedback plays a key role in helping us continuously deliver the best service possible. Thanks once again from everyone on the Opinew team.
very pleased with amazon review integration, will upgrade soon, just need to sync more reviews, just not sure why the look review sync is not showing
We're thrilled to know that you're pleased with our Amazon review integration! Your feedback is much appreciated. We also understand that you have concerns about the Look review sync not showing. Our team is here to help clarify this issue for you. Please take a moment to connect with our support team who can guide you further in resolving this.
And of course, we look forward to your upgrade! We continually strive to improve our user’s experience based on feedback just like yours.
Best wishes,
The Opinew Team
I've just started using this review system and it is extremely easy. Definitely recommend and it's made me feel much more comfortable about getting sales. I imported the reviews from my Amazon listing pretty easily. You just have to copy and paste the link of the amazon listing and then it will sync in a couple mins. I did have a bit of trouble with the design of the reviews but the assistant was very helpful and quick to respond so she helped me to sort it. I 100% recommend using this service if you want something thats easy to use and understand
Thanks so much for the glowing review.
Yes, design is very subjective, we have added various preset themes that you can use which simple and easy to customise to match your branding.
However, like anything, if you want to really get the most out of it we recommend you spend some time to get it perfect for you. Of course, our support team are happy to advise and help with any code requirements to adjust your widgets.
Here's to many years of review success!
- Opinew Customer Success Team
