Plug In SEO

Hi Nick,

Hope you are well!

I saw the review you left on June 3, 2020, and wanted to address that.

Please note Shopify doesn't allow App partners/developers to edit/delete a merchant/shop owner's review. Only a merchant can edit/delete a review. You can double-check this with the Shopify team. Or check this link https://www.shopify.com/partners/terms check Section 3, Item # 7.

Coming to your review - "wrote a review and the review was taken down" - I believe you are confusing it with the review you left for our other app.

It is still there (we, as app developers, can't delete/edit any review). You can check it here: https://prnt.sc/stialo

We are a small team always looking to provide our customers with the best of the services. In your case as well, we responded professionally and politely and went over and beyond.

Even then, when you didn't find our apps meeting your expectations, on your request, we provided a full refund for both your stores on May 15, 2020 (Shopify refund ticket 79365025 & 79336736). Here is a screenshot - https://dsh.re/8fb30e

I find this review strange as everything has been settled, and you have uninstalled our apps and have not been a user since May 12, 2020.

Regardless, we wish you and your business all the success.
If you have any questions, feel free to get back to us on help@pluginseo.com.

Thanks!
Vijay
PM - Plug in SEO

Hi there!

Thanks so much for sharing your experience with us. We want you to feel comfortable sharing good or bad news.

From the day you upgraded, you have a free 14-day trial. If you don't uninstall the app you will be charged after the 14-day free trial.

The app is billed through Shopify and on your Shopify invoice, so we don't directly charge your card. Shopify charges you on the first day of your subscription to an application, so even if you cancel 2 days or even just 1 day after your 14-day free trial expired, the charge will still appear on your invoice.

Upon checking you installed June 7 and uninstalled June 23 - 2 days after your free trial expired

We have sent you a private email. Please reply and we will sort this out for you.

Best,
PIU Team

UPDATE September 2, 2019

Hi Maxwell, Unfortunately you haven't replied to my mail.

Installing the app and expecting us to reply to your email within 8 minutes (when you uninstalled) is not reasonable.

We reply to almost 100% of emails in detail within one working day. I feel that's very good for a small dedicated team like ours.

- Daniel
Founder & CEO

ORIGINAL

Hi Maxwell, This app is not just an ad and you do not have to pay $500 to get anything done.

We were the first free SEO app on Shopify and continue to offer a completely free version with free checks, free fix instructions and free email support.

I see you signed up for the app and requested an install on Saturday at 23:38. You sent another ticket at 23:43 and then wrote your review at 23:46.

We respond to almost all tickets within one working day Central European time. Since your install came in on Saturday Libby on support picked this up on Monday. By then you'd uninstalled and removed our access.

I'd love to get you installed and set up, and for us to help you out with whatever you need on support.

There are three options with the app:

1. completely free version, free checks, free fix instructions and free email support

2. optional Plus upgrade at $20/month for out-of-the-box SEO enhancements and more SEO tools, premium support

3. optional expert fix packages starting at $180/one-off for a human expert to fix SEO problems for you

I've reached out to you on email too.

- Daniel
CEO & Founder

UPDATE November 26, 2019
I haven't heard back from you on this. Support is really important to us. I can see we've replied to all of your queries within one working day- and you're on the 100% free plan with free support.

We're one of the few apps who don't play games with pricing. Our free version offers a lot of features and quality support. It has always been free with completely optional paid upgrades so we can feed our kids.

- Daniel
Founder & CEO

UPDATE November 20, 2019
Hi there, I haven't heard back from you with more details on this. We've replied to all of your emails always within one working day. I know it's a busy time of year for retailers but hoping you can take 2 minutes to update/reply.

- Daniel
CEO & Founder

ORIGINAL

Hi there, I see you installed the app back in September. You emailed support on September 24th and Libby replied the same day. We didn't get a reply from you until the 26th when you said your free trial was over so it doesn't matter any longer.

The only other mail we have from you was yesterday on Sunday the 17th November around the time of this review.

I'd love to help you out. I can't see in your messages what you're looking for from support. I've emailed you to see how we can help. If you're on free or the optional paid upgrade we respond to almost all queries within one working day Monday - Friday.

Looking forward to hearing from you.

- Daniel
Founder & CEO

Hi there,

I've just read your review of our app, Plug in SEO.

I can't find any helpdesk ticket/s from you. We're very happy to help on email to all of our users.

Please reach out back to us and we will assist you with your concern, set up our app, and run an SEO check - free of charge!

Hi Kristina,

We thank you for your review.

We see that you've just recently installed our app. Do you have any concerns at the moment?

Hope to hear from you soon.

Cheers,
PIU Team

UPDATE April 1:

Jean, I haven't heard from you since you wrote your review.

I do not see that we have been slow in helping you. Aiza even replied on the weekend outside of our normal working hours.

Saturday
- you emailed asking if the SEO is automatic

Sunday
- Aiza replied with a detailed answer
- you asked for the install

Monday
- Aiza replied asking for access

Tuesday
- you emailed asking questions
- Aiza replied saying you haven't set up access
- you apologised and set up the access

Wednesday
- Libby installed the code
- you wrote your review
- Miranda / I got in touch, didn't hear from you again

You also mention that you're looking for an automatic SEO solution. We automate as much as we can to make doing SEO quicker and more efficient.

The solutions that claim fully automatic SEO that I've seen offer little real, measurable SEO value and many are spammy. Be prepared to risk a Google penalty!

The best SEO is about building a solid organic traffic source for your shop, gradually increasing over time. That's what Plug in SEO is about.

I'd love to help you with your SEO, just reply to my email.

Daniel
CEO & Founder

ORIGINAL March 27:

Hi Jean, I see that Aiza helped you out last week with the install and you replied that you were happy.

Miranda also emailed you today to ask for access to investigate an issue you mentioned.

Please approve her collaboration request and she'll investigate this ASAP.

Thanks, Daniel
CEO & Founder

UPDATE October 17, 2019
Bizarre! This customer installed the app and wrote a bad review straight away. They never replied to any emails, we never heard from them. I have no idea what this 'bad experience' was, I have my suspicions about who actually wrote this review.

If this is real- reviewer please reach out!

Daniel
- Founder & CEO

UPDATE October 5, 2019
Hi, We've emailed you a couple of times but you haven't replied. I see you've now uninstalled but we never heard from you. Hoping to connect to get this resolved for you!

Daniel
- CEO & Founder

ORIGINAL
Hi there! I can see you signed up and requested an install 37 minutes ago. We're fast but not that fast :D Would you like us to help you out?

Daniel
- Founder & CEO