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This app is worth more than 1 star to me (would give it maybe 2-3), but there are some really serious issues. I hope that this review would either work as a wake-up call to the developers, or help other developers create better competing apps.
If you're not good with computers and figuring out workarounds to software bugs, do not bother trying to use the conditional logic feature of this app.
In short, the app promises conditional logic, but there are a TON of bugs. I've worked with computers my whole life, so I know a bug when I encounter one. And with this app, I experience them all the time. That wouldn't be the end of the world if the developers were responsive, but they've outsourced the support... and the outsourced support can only handle pre-defined cases, not do any research of their own. I've had a lot of questions / bug reports open with them for a month now. They always promise to get back to me, but without dev support, they can't.
I would have given up on this app because of these bugs, but as far as I understand, this is the only app that runs only on Shopify servers, and is probably the fastest. The others I tested seemed to be slow and unreliable, so that's a definite bonus with this app. If only it did what it promises, I could give it five stars... but right now the practice is so far off from theory, that I'm definitely not happy.
I've been able to get my products configured so they are somewhat usable, but it's come with a lot of workarounds, redesign and just making unnecessary compromises to the customer experience. With the promised conditional logic, it would be totally possible to prevent customers from selecting options that don't work with each other. Because of the constant bugs, I haven't been able to really do this, and have to instruct the customers to check this and that... and if they don't, the products get priced wrong. These kinds of things shouldn't be left up to the customer!
The documentation on the conditional logic is very poor, so I'll give some tips for those of you that value the speed of this app over other apps (if I was doing this again, I would forget about the speed requirement).
1. If you have options measured in feet, don't use the ' character in the name. Bugs will result.
2. If you need to duplicate the options, don't do it in the product view. It may create weird issues, so only duplicate in the view that shows options for all products.
3. Don't plan options that depend on two or more other options. The logic only works on very simple options, and if (for example) your pricing depends on two different factors, you're safer not implementing it in the app logic... it may or may not work.
4. Same thing as with #3, but with trying to use the same option on two different conditions, combining with different option... won't work.
5. Undocumented "feature" that made me lose a couple of days: the "hide" option is more or less redundant. The app automatically hides all the options that have "show" setting on. Trying to hide options results in weird bugs. It was not easy to figure this out, and the support was clueless.
6. There's just a long list of lesser bugs, usability issues and generally bad development work. Please look into alternatives.
Overall I must say I regret I chose this app. It is not being actively developed, even though it would really need that. I've now created over a hundred options and about 10 products in this app, and changing to a new one feels like too much work... I wish I'd known about these bugs and extremely limited support before choosing this app.
Hello!
This is Sean, the Customer Success Manager for Product Customizer. We took over this app from the previous owner :)
You left a negative review for Product Customizer a long time ago and I am emailing to see if you wouldn’t mind removing it (or adding more stars)?
We have already made several improvements and fixes to past issues with this app (including new features and 24/7 support) - and it REALLY helps our ranking on the App Store if we can remove the handful of negative reviews.
Please let me know how I can support you and help in return? I appreciate it very much!
-Sean & the Product Customizer Team
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Previous reply:
Hello friends from Divine Saunas. Thanks VERY much for taking the time to give all this valuable feedback. I am so sorry that the app ended up having several limitations that made it not the best choice for your store. I am taking these items and putting them into our list of improvements that our developers will be looking into in the near future.
Shopify store themes are all so varied and unique that it can be a real challenge to develop apps that are truly versatile for the Shopify space. Up until now, we have done several things with every single store that adds our app:
-Every time a user adds our app, our team manually verifies and configures their install to make sure it works seamlessly with whatever theme they have
-Each time any of our users change their theme, we receive a real-time notification and we take time to manually re-verify their install for their new theme
-And of course, anytime there are questions about functionality, support needs, special formatting requests, advice on how to build out products, etc - we take each one seriously and do our very best to resolve any issues and provide any needed help
That said, we will look into these concerns and work to turn them into fixes! Again, thanks for your patience and understanding with these items - the app will get better and better! And we would love it if you would change your review to the 2-3 stars you mentioned. We are definitely worth that ;) Thanks again!
Does not work! They'll take your money for a service they do not fulfill. Have never been able to download any files my customers have uploaded, I have to email them and ask them for it directly. Complete waste of money!
Hello to our friends from TopLinePrints
Thank you very much for leaving us this feedback. This is Pushpesh, the Customer Success Manager with Product Customizer.
I thoroughly checked your concern and this is something we can fix. The issue with file uploads occur generally when ajax is enabled on your theme. We are also working on a permanent fix which should be rolled out very soon so that you never have to face these issues again. I understand your frustration at not being able to download the files with your orders. I want to assure you that we are working round the clock to address your issue.
Again, we are so sorry about what happened here (it is not normal with our app). We work SUPER hard to make sure every merchant who uses our app has an A+ experience.
Regards,
Pushpesh & the Product Customizer Support Team
the selections are not loading, very unsatisfied with the customer service - they are never accountable to any issues happening between the app & shopify.
Hello to our friends at ByDaile
Thank you very much for leaving us this feedback. This is Pushpesh, the Customer Success Manager with Product Customizer.
I want to extend my sincerest apologies for the negative experience that you had with our customer service. I understand your frustration and want to assure you that the issue is at Shopify's end which is causing your selections to not load on the cart page. To be honest, there is very little we can do apart from following up with Shopify in this particular case. I acknowledge that this could have been handled better and we are going to take corrective steps to ensure that this does not happen again.
If you are open to trying our app again, please let me know and I will personally take care of your case. We work hard to make sure every merchant who uses our app has an A+ experience. I sincerely hope that you would give us another chance to get it right for your store.
Regards,
Pushpesh & the Product Customizer Support Team
The app is great when it will actually load. I find 9/10 times when trying to open the app it now goes to a blank page and I can't customize any products. Really annoying.
Hello!
This is Sean, the Customer Success Manager for Product Customizer. We took over this app from the previous owner :)
You left a negative review for Product Customizer a long time ago and I am emailing to see if you wouldn’t mind removing it (or adding more stars)?
We have already made several improvements and fixes to past issues with this app (including new features and 24/7 support) - and it REALLY helps our ranking on the App Store if we can remove the handful of negative reviews.
Please let me know how I can support you and help in return? I appreciate it very much!
-Sean & the Product Customizer Team
Customer service is terrible. My store has been paused for over a day now because my developers are STILL waiting for you guys to update me on the removal of any of your codes left in my shop as they will need to know this important information in order to get started on their end which is already a long process. I don’t know how long it takes to check for any leftover codes and then remove them and then let me know about it.
They even said that I didn’t give them permission to access the store, but under my accounts they have full access... I tell them this and ask for some urgency and then ...ghosted. Weird incredibly unprofessional.
I will be writing about my experience on the Shopify reviews shortly.
UPDATE: So, it's been literally almost a month now since the closure of my website and what's incredibly frustrating is, I sent an email with everything I would like to look on my site (conditional logic) and I asked if they can help me with this set-up as well as other questions regarding my concerns. Well the next email they send is asking if things are going okay. NO! Why dont you guys read my emails and see that the article does not make sense and is buggy like what someone else mentioned on here. Im trying to give you guys another chance and I was trying to leave another 1 star review, but I can only update my old one. Having said that, I was going to update this once everything is resolved but it seems like that wont be happening. I have different ppl sending me different threads of emails which explains the confusion as well. I would like to speak with the supervisor because I am not satisfied with my service.
UPDATE 5/18/19: After deciding to try out the conditional logic, Sean H has a very condescending tone in his e-mails and I was actually quite shocked when he didn't want to help anymore - wow! It's a bit baffling that as a so-called business you actually refuse to work with a client that you've worked with before just because they left a much-deserved low rating based on the lack of help received. They claim that they have a timeframe to getting back thru e-mails, which was fine. But why not actually read the client's e-mails? I wrote very thorough e-mails clarifying the set-up as well as help on setting up ONE product to guide me, so that I can do the rest. His response was, "As I already mentioned, we don't build out the conditional logic sequences for you." #1, that is a lie because he has never told me that and #2 as a client to the PREMIUM PACKAGE, which states that it provides premium support, I don't see how that is considered "premium" help. Well, not offering to even provide a little support on their end, despite telling them of the confusion of the articles, is a bit contradictory to what I am paying.
Now, they are sending a CRAZY load of e-mails that I don't care for. Why are you sending me e-mails about how my experience was? I mean, really? You refuse to work with my store now unprofessionally and you want "feedback" ... I've gotten at least 1 marketing e-mail per day since he's boldly stated he didn't want to help me anymore as a paying client. All the e-mails are about convincing you to stay (a tad bit ironic if you ask me, but hey!) One (of many) e-mails did ask for a reason for leaving listing 1-4 and asked for a reason not listed, well, here is number 5. I was told you didn't want to work with me anymore!
Thank goodness for BOLD Product Options app for jumping into action and helping me out again. They also stated it was confusing why this app did not want to help me anymore after I've been a long-time customer. But BOLD really are willing to help! If you need an app that provides awesome conditional logic AND most importantly, GREAT customer service who isn't sarcastic, condescending and contradicting like Sean H, please try BOLD Product Options!
Hopefully, you were still able to treat your team with the pizza party without my money. Good luck to you!
Hello!
This is Sean, the Customer Success Manager for Product Customizer. We took over this app from the previous owner :)
You left a negative review for Product Customizer a long time ago and I am emailing to see if you wouldn’t mind removing it (or adding more stars)?
We have already made several improvements and fixes to past issues with this app (including new features and 24/7 support) - and it REALLY helps our ranking on the App Store if we can remove the handful of negative reviews.
Please let me know how I can support you and help in return? I appreciate it very much!
-Sean & the Product Customizer Team
------------------------------
Previous reply:
Hello friends at Artemis! Sorry about the delay. Looks like it's been less than 24 hours since last reply... our gal Danielle will be doing that work here in the next little bit, and will email you as soon as it's ready. Hope we can convince you to up your review for us at that time :) We work really hard to take care of every client interaction within 24 hours.
• WITHIN A COUPLE HOURS of this review, we performed the requested action for the store owner, and I (Sean, the Customer Success Manager here) emailed the client directly twice to make sure they were properly taken care of.
UPDATE: This client went to a different similar app after their first review comments. 3 weeks later they emailed me and asked for help again to come back. So I worked for 2 days to clearly explain the process of getting the other app's coding off, which they did. We re-installed our app's coding, got them up and running. Client emailed asking us to build out their product options for them in the app, which unfortunately we don't do. Tried our best to explain this, point the client in the right direction for how to get that done... then the client's tone suddenly changed to one of anger and they swore to leave us bad reviews everywhere they could online, and cancel and go to another app again. Unfortunately the MANY hours we spent helping this client over the last 5 weeks has been in vain. In the end, we are glad they found another good option, because we can't continue to spend hours of time helping a client who ends up verbally abusing our team. We work VERY hard to help every client, but some clients simply won't let folks help them. Glad this client found a workable option for their needs elsewhere.
-Sean, Customer Success Manager
Product customizer worked ok. At first I got it to add text boxes to some products and eventually set it up to extend the options I offered in my store. They are usually pretty fast on replying about questions or problems, but when I finally decided to remove it from my store because the integration was messy and confusing to my customers and myself I had a big problem. Before I deleted anything, I asked them if my website would work as it did before the install when I deleted the app. They assured me it would and I went ahead and deleted the app. The next morning I began to get emails from customers telling me there was a problem with the CHECKOUT on my website. I am not sure how much money this problem caused me for the half a day it was unresolved, but it is a lot more than the service they have provided. I sent them an email asking for help and no one got back to me. Is this because now I was a non paying customer? In a last ditch effort, I contacted shopify help and they were able to go in and clean up the mess they did on my site after about 20 or 30 minutes. If you value your business, do not have them modify your website. The integration they do is messy and unappealing.
Hello!
This is Sean, the Customer Success Manager for Product Customizer. We took over this app from the previous owner :)
You left a negative review for Product Customizer a long time ago and I am emailing to see if you wouldn’t mind removing it (or adding more stars)?
We have already made several improvements and fixes to past issues with this app (including new features and 24/7 support) - and it REALLY helps our ranking on the App Store if we can remove the handful of negative reviews.
Please let me know how I can support you and help in return? I appreciate it very much!
-Sean & the Product Customizer Team
Code screwed up my site by automatically adding extra charges to cart and it took days for them to respond. Never fully fixed the issue or offered an explanation.
Hello!
This is Sean, the Customer Success Manager for Product Customizer. We took over this app from the previous owner :)
You left a negative review for Product Customizer a long time ago and I am emailing to see if you wouldn’t mind removing it (or adding more stars)?
We have already made several improvements and fixes to past issues with this app (including new features and 24/7 support) - and it REALLY helps our ranking on the App Store if we can remove the handful of negative reviews.
Please let me know how I can support you and help in return? I appreciate it very much!
-Sean & the Product Customizer Team
Customer service is really bad. They only care about stores that pay a lot of money. Don't expect any help from them. The way to answer is also ridiculous
Hi OneStore,
We do not have any record of you reaching out to our team for support. Records indicate that you uninstalled the application on July 8th, did not reach out for support, and then posted this review on July 14th.
We would be happy to assist you and will be reaching out to you immediately. We’re very confident that we can solve whatever issue you are experiencing.
Stephanie and the Customer Support Team
I think that the app has been down for some time. I need you to fix it thanks.
Hello!
This is Sean, the Customer Success Manager for Product Customizer. We took over this app from the previous owner :)
You left a negative review for Product Customizer a long time ago and I am emailing to see if you wouldn’t mind removing it (or adding more stars)?
We have already made several improvements and fixes to past issues with this app (including new features and 24/7 support) - and it REALLY helps our ranking on the App Store if we can remove the handful of negative reviews.
Please let me know how I can support you and help in return? I appreciate it very much!
-Sean & the Product Customizer Team
The technical support department is too bad, always prolonging the support time, badly affecting the business. 1 star
Thank you very much for leaving us this feedback. This is Sean, the Customer Success Manager with Product Customizer.
I see that your unique theme was causing a rare issue with compatibility with our app, and it did take our support team longer than normal as they tried to get to the bottom of it. I'm VERY sorry about this, it is not at all what we aim for.
We would love the chance to try this again? I can personally make sure you are 100% taken care of and get our BEST developers to get it right for your stores theme right away.
Please let me know if I can help you with that? Again I'm very sorry about your experience.
Sean H - Customer Success Manager