PreOrder Now Backorder WOD
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The pre order app wasn't always working. So all the settings where correct, and that the button didn't show. Or we had 1 bag already on pre order for over a mounth and the pre-order button disapeart and all the settings where correct..
That definitely sounds frustrating, especially when everything looked set up correctly but the pre-order button still didn’t appear as expected. We understand how important it is for that to work reliably, particularly when you already had an active pre-order running.
We’ve reached out to you via email so we can take a closer look at what happened in your store. With a bit more context, we can help pinpoint why the button disappeared and make sure everything stays consistent moving forward. Looking forward to getting this sorted with you 🙏
- PreOrder Now Management team
When the app works, it works great. But every time I change 1 setting, it changes many on the background. This has always been the case from the start. Just tonight I simply changed the preorder message, that's literally all I did. I didn't touch any other setting, button, at all. And now the preorder message has disappeared from my out of stock products, the app de-embedded itself, and the box checked to show preorder message on product page was unticked. I ticked it and fixed it as much as the AI assistant could help, but it still isn't working. Now waiting for a human. And all I did was change the preorder message. Ok I've figure it out and I'm so angry. After doing the above, I have found that the app removed the check from continue selling when out of stock for every product! And I should have known because it did this once before in this exact scenario! I just changed the review from 3 stars to 2.
Thanks for taking the time to share this and we’re really sorry for the frustration this caused. We understand how concerning it is to see multiple settings change when you only intended to update the preorder message.
What you described definitely isn’t the experience we want for merchants using the app. Our team has reached out to you via email so we can investigate what happened on your store and help restore everything properly.
When you have a moment, please reply to our email and we’ll work through this with you as quickly as possible. We appreciate you flagging this and giving us the chance to make it right.
- PreOrder Now Management Team
I would not recommend this app. We have done many pre sales over the past 6 years and this app absolutely failed. Forcing you to take part payments - ie, 50% now and 50% later was a fail and it stopped people from buying. Customer service was also very limited and because of the time difference (I'm in Australia and I guess they were in the US or worked US hours, meant it took days to get responses from them and issues sorted).
There are much better pre order apps - we ended up just removing the functionality of the app and dealing with pre-orders manually.
Thank you for taking the time to share such detailed feedback.
We’re genuinely sorry to hear how frustrating this experience was, especially given your prior success running preorder campaigns. You’re right that, in its current setup, PreOrder Now relies on Shopify’s selling plan structure, which can require partial payments in certain cases. We understand that forcing a 50% upfront payment isn’t suitable for every business, and we acknowledge that this limitation didn’t align with your expectations or needs.
We’re also sorry that the time zone difference added to the frustration while you were trying to get things resolved. While our team did work to assist and ensure your existing order could be completed safely, we understand that the overall experience fell short for you.
We’ve reached out to you directly by email so we can better understand your use case, gather your feedback in more detail, and see what we can improve or offer going forward. Your input is important to us, and it’s already been shared internally as part of our ongoing efforts to improve the product.
Thank you again for being honest about your experience — it helps us do better.
Getting customer support can be tricky if you are a business in Australia, as the PreOrder Now team works 9am-5pm (EST), as this is essentially overnight for us. In saying that I was able to get my issues resolved, it just took a week instead of probably an hour.
Hi team,
Thank you for your honest review. One of our Team Supervisors reached out to personally acknowledge the challenges you faced and share how we're working on improving support for merchants outside of EST. We really appreciate your patience and are using feedback like yours to shape better coverage moving forward.
- Pre-Order Now Management Team
I have used this app for 3 years on and off when I need to do a pre order.
This time when trying to use it the pre order function did not display on my store which I understand happens with various themes.
I contacted support who for the first 2 days just kept refreshing the app and asking me to wait. It still didn't fix the problem.
For 4 more days now support keep telling me to wait as the tech team are reviewing the issue. I have not had an update on the issue in days.
The support is poor for this app and I do not write this likely as I have never had a problem with the app before.
I am left with no option but to uninstall this app and use another one available.
Thank you for sharing your feedback, and we apologize for the frustration caused. Our technical team was making significant progress on resolving the issue before the app was uninstalled, and we regret not being able to fully assist you in time. This is not the experience we aim to provide, especially for a long-time user like you. Someone from our team will be reaching out shortly to discuss this further and find a way to make it right. We appreciate your patience and hope to regain your trust.
-Pre-Order Now Management Team
The only thing I dislike more than an app that doesn't work, is an app that only works 50% of the time for no particular reason at all. Support staff use copy paste solutions, and it took months of waiting, and still no answer. The app probably gets stuck in its own caching, because once there's a bug, it's there for good. Even when I uninstalled and painfully reinstalled and set up again. Very dissappointing.
We apologize for the frustration you've experienced with our app and understand how disappointing this has been. To ensure this is addressed thoroughly, a member of our leadership team will be reaching out to offer further assistance.
Thank you for sharing your insights with us, we're committed to making this right.
-PreOrder Now Management Team
I actually logged into this app to delete it. I love the idea, but since adding it to my shop it has reduced my sales by playing havoc with the online store. Customers cannot use the drop downs in my store as when they go to the checkout their selections have changed to the top selection on any product. Not what they have chosen. I cannot recreate it and your support people cannot create the issue, but I have so many complaints. This was never an issue prior to the integration of this app.
Hi Showdown Rugs,
We’re very sorry to hear that you’ve experienced this issue. In the past, we’ve seen this happen due to a javascript conflict, potentially with another app that has been installed. Unfortunately, as you note, we’ve been unable to replicate this issue for your store, which makes it very difficult to identify and implement a fix. Our development team has been informed of this unusual behavior and we will be investigating it to try to nail down a root cause.
Did not work with Turbo theme from out of the sandbox. App developer blamed theme. Theme developer said its app developers responsibility to make sure it works with the theme.
We're sorry to hear the theme developer has passed the buck on this, but we're also disappointed that you've decided to leave a 2-star review.
Our support staff expended considerable time tracking down the exact location and cause of the error in your theme and even explained the needed fix.
Customer service responds fast but takes too long to fix any issue you have. No matter if you are in the middle of Xmas Sale and losing thousands of dollars per day. They will tell you that your problem can´t be fixed now. it will take 24 hours minimum.
Hello friends from Banda Bags,
Sean here - the Ops Manager with Pre Order Now. I am terribly sorry about your experience here. After reviewing your messages to our support team, it seems like this was a simple settings correction within our app's settings for your store that needed tweaking.
I show that our support team emailed you with specific directions on Friday, and our developer circled around with a followup email on Sunday.
Is this now taken care of? Please confirm - I want to make sure you are 100% taken care of. How else can we support you here?
Thanks so much,
Sean & The Pre Order Now Support Team
It won't send out any pre-order emails and it seems like the settings will just reset causing us to start from the beginning. Need to be proactive and see if it's sending out pre-order emails instead of neglecting it. Just our case, could be different for other stores. Great when it's working.
