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We used this app for many many years. Support was always hit and miss and for the most part the app functioned most days of the week. Lately though the support has been non existent. after many years of service we feel the support team has dropped the ball. They updated our code in our site and removed the previous code that was put in the site that gave us better functionality. There are way better apps out there now and this customizer is just too clunky. Sadly our review is being downgraded based on the recent support we have received, obviously our business is no longer wanted.
The app regularly fails and does not charge clients for customized purchases. We have lost nearly $2,000 in sales in the past 5 days due to the app failing to work properly. I wouldn't recommend this app.
Horrible customer service. Went back and forth with "support team" for over a week for what should be a 5 minute fix. Kept getting passed back and forth between departments. Asked for a call or live chat option instead of email, and was provided with none. Would not recommend, many better options available out there.
Hello to our friends at Dynes Sports Management
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 Product Customizer. I understand your frustration and we are so sorry about what happened here (It is not at all normal with our app.) I have taken this case as a top priority and supervising this myself. If you are open to trying our app again, please let me know and I will personally take care of your case. I sincerely hope that you would give us another chance to get it right for your store.
We do offer 24-hr live chat support, Monday through Friday. Please reach out to us via the live chat feature in the app and we will reply to you within minutes to resolve any issues you might be facing. We also love to offer complimentary live screen-share calls to all our valued clients where we can help resolve the issues. We work hard to make sure every merchant who uses our app has an A+ experience.
Regards,
Pushpesh & the Product Customizer Support Team
I have used this app for several years and it worked well and I would have previously given it 4 stars. However I recently upgraded to a 2.0 shopify theme and the app stopped working. The developer was initially quick to respond and managed to get the theme working on chrome - although it was rather glitchy and wasn't a great customer experience at checkout. They couldn't get it to work at all on Safari or on mobile and that was it really! After not hearing from them for a week or so I deleted the app and found one with more features, that works, and is half the price.
Julia, Thank you very much for leaving us this feedback. This is Pushpesh, the Customer Success Manager with Product Customizer.
I am sorry to hear that the app did not work perfectly on the safari browser and on the mobile. We regret that we were not able to provide you with a good app experience. I'm VERY sorry about this, it is not at all what we aim for.
This seems to be a very peculiar issue with the theme you are on where the ajax mechanism is not carrying the app data to the cart. If you are open to trying the app again, please let me know and I will arrange for our best developers to look into your case ASAP.
We also love to offer complimentary live screen-share calls to all our valued clients where we can talk you through the whole process and make double-sure our app is playing well with your theme. 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
I have been using Product Customizer for about 4 years. It started as a great app, but the functionality and customer service have declined significantly. I have had multiple issues with the app in just the last 6 weeks - from color and image swatches not displaying to the more serious issue of none of the product options displaying and customers not being able to place orders on my site.
I am very tech-savvy and I find the app cumbersome to use. If you have just one option per product, you should be fine. If you are looking to do anything more complex than that I do not recommend this app at all.
It took 5 weeks to get a resolution to the issue of the color swatches not showing. I would contact them weekly for an update and I was repeatedly ignored. Yesterday, the conditional logic stopped working on an entire collection of products. It has been over 24 hours and they have not responded or resolved the issue. I am losing sales and multiple customers have contacted me because they are unable to place an order on my site. Additionally, my site speed has decreased from 46 to 22 because of this app.
For an app that costs MORE than Shopify itself, I expect much better performance and service. I would have ditched this app long ago but I have hundreds of products and I do not yet have the time to research and install a new option.
Not Good Customer Service. I have a problem with the theme but I have been waiting for more than 1 week and no one has solved it
Hi Style My Pride,
We’re very sorry that it is taking so long to resolve the issue with your theme. This is not representative of the customer service that we intend to provide and we are committed to resolving this for you.
The specific theme that you are using has Ajax components that omits data from the cart. There is a potential fix that we can implement, but we will need to work with your theme developer. We are reaching out to you to coordinate a meeting with your theme developer so that we can jointly determine a resolution for the issue.
Stephanie and the Customer Support Team
App was not working properly and I waited 5 days with no reply to emails from support and have had to delete the app. I do not recommend it and have found an easier to use 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
We love the product customizer app. It works perfectly for our store and is at a great price point. Kevon from their customer service department is top notch and has went out of his way on a Saturday to help us with complicated code that was needed for our theme for our website to run properly. Highly recommend this app. Thank you Kevon! You're the best :) Update: We had multiple glitches over and over with this app. We lost hundred of dollars from the app not charging orders as expected. Even after speaking with customer service multiple times in one day, the app still failed. I would use caution adding this app to your store.
Hello to our friends from The Mason Bar Company
Thank you for your glowing review. We're so happy to hear that you are enjoying Product Customizer. Kevon is our team's superstar and we are elated that he was able to assist you. We love having you as a customer and are always here to help your Shopify store succeed! We’ll make sure we pass your kind words along to Kevon, who we know will be delighted to read your comment. We appreciate the high recommendation :-)
Tanu & The Product Customizer Support Team
Ive had this app for over two years and it always gave me issues. Sometimes it doesn’t record the options that cost more and that cause issues with my customers. I would have to manually send my clients invoices or they would just cancel the order. Its crashed multiple times and is a hassle to use. HIGHLY DO NOT RECOMMEND!
Hello to our friends at Certified Textures
Thank you very much for leaving us this feedback. This is Tanu, the Customer Success Manager with Product Customizer.
We appreciate your honest feedback, however, I'm not seeing a recent support request, we are happy to help you resolve your issue kindly reach out to us at support@productcustomizer.com
Tanu & The Product Customizer Support Team
So disappointed, A service that worked well and ok prive wise at $5.99 a month has suddently changed to a service costing $9.99 a month minimum???? Whaatttt??? No advance notice of this- I see my trial runs out in 88 days (ie the old version??). The new version is clunky, slow and not intuitive at all (the old one had glitches but I preferred it) and this one is glitchy too...a rip off...
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