Opinew Product Reviews App UGC , 1,621 reviews

Hi, we reached out in multiple ways to try to support your issue that was caused by another app and not by Opinew, unfortunately in this case you reached out to Shopify support for clarity and they gave you some terrible misinformation claiming that Opinew was causing the issue when it wasn't!

We have screenshots from yourself to the Shopify support agent which shows the lack of product knowledge from that support agent. Here is a summary of the conversation:

Danielle (Shopify Support Agent): "Opinew is also for retargeting, when did you activate this is seems like they are not properly cascading the abandoned checkout emails"
Your response: "I installed it Thursday same as Reputon eBay importer."
Danielle: "Okay no worries will have to contact the app developer directly to rectify the emails for the abandoned checkout"

This is false. Opinew isn't for retargeting nor does the core app have anything to do with abandoned checkout emails. Opinew had no code on your checkout page so it was impossible that it was causing your errors. It's worth noting that we never received communication from Shopify about this case.

Of course this was escalated to Shopify Partner support immediately for giving you false information. The service we subsequently received as a business from Shopify was unacceptable. Although the agent understood the situation and admitted how frustrating it must be. He confirmed that Shopify would not be issuing an apology to you as the merchant or us as the app. This is frustrating on many levels as it has left us with a loss of a valued customer, an unwarranted 1-star review and also left you with an unsolved issue not caused by Opinew.

We are sorry this has been a negative experience for you. We did our best to get Shopify to reach out to you with proof and with help to rectify their mistake. It's a shame their service to both you and us was so poor. We wish you the best for the future.

- Opinew Customer Success Team

We're truly sorry to hear about your recent experience with Opinew. To hear that we didn’t meet your expectations is disappointing. We would be glad for an opportunity to directly address and resolve your concerns. Rest assured, our support team will reach out to you soon to aid in resolving the issues you've faced. We’re keen to make your experience better and appreciate your feedback.

Best regards,
The Opinew Team

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.

We're truly sorry to hear about your recent experience with our service. We deeply regret any inconvenience you faced regarding our updated plan and fee structure. Our aim is to keep our customers informed about any changes, it seems we fell short this time.

We also understand your concerns about the customer service and we genuinely apologize if you felt our response times were too slow. Improving our communication is paramount, and we're taking your feedback to our team for immediate action.

Lastly, we value your recommendation and we're saddened to know that we did not meet your expectations this time. We hope to have the chance to rectify this and regain your faith in our service. We would appreciate more feedback from you to better address the issues you've faced.

Thank you for bringing this to our attention.

Best regards,
Opinew Team

We're really sorry to hear that you've been having issues with our support. It's not acceptable for you to be kept waiting for such a long time, and your dissatisfaction is well justified. We apologize for letting you down, especially as you've been with us for 4 years. We'll get our team to connect with you urgently to sort out the issue and we hope to regain your trust. Your feedback is crucial to us in ensuring we consistently meet the expectations of all our users. Thanks for taking the time to let us know about your experience.

Best regards,
The Opinew team

We're genuinely sorry to hear about the challenges you've encountered with the Opinew app. Our topmost priority is providing flawless service and it seems we missed the mark this time. It's disappointing to know you had to spend a lot of your time talking to the support due to these glitches. Though we're glad that most of your issues get resolved, we understand the importance of solving all of them. We promise to look into this and strive to improve our services further.

Please re-connect with our support team if there are still unresolved cases. We'll ensure you get the much-needed assistance. Your feedback is really important as it helps us make our app and service the best it can be.

Sincerest apologies once again and thank you for your patience.

Best Regards,
The Opinew Team

Sorry you feel the need to leave a 1 star review for the second time, unfortunately with software, things do go wrong (not very often) it's just unfortunate that an issue has affected you twice. We are sorry about that.

All we can promise you is that we do our best to support you to find a resolution as quickly as possible and communicate to you the progress being made.
If you feel this issue (that was resolved in a matter of hours) is worthy of a 1-star review then that is your choice. However, we do not feel this is reflective of our customer service to your business or to our 1000's of other happy customers.

As for the $100 offered to you, this was not to remove a review, it was offered in exchange for your feedback and pointing out a clear technical issue to our product team when you weren't happy with how the app was performing. An issue that under the radar was affecting many other customers. This is company policy as we believe that negative feedback is vital to be able to constantly improve what we do.
At no point were you offered money in exchange for deleting your review.

Your issue was resolved within a few hours, However if you are still unhappy, I would invite you to discuss your issues further with myself support@opinew.com directly or through the live support chat.

Hi - Sorry about your not ideal expierience. We have asked the you to contact our support team via the handy live chat button inside the app, where we are ready to reply usually in 5min, 7 days a week, but you haven't contacted us.

Using the live chat will always ensure quick support service vs email which is not so frequently monitored.

Good news is that are working on integrating the email and chat channel together. We are always working to improve the experience for all our users :)

If you still would like to get some help feel free to get in touch and we'll help right away.

Если мы взяли с вас плату, пожалуйста, дайте мне знать. Мы можем обработать возврат с Shopify. Не проблема вообще :) Мы никогда не пытаемся обвинить вас незаконно.

English: Merchant says we tried to charge them after uninstallation. Must have been some misunderstanding. If that happened we're happy to process a refund of course :)