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Very complicated app, poor support – a frustrating experience
I used Profitmetrics for about 3 months, and honestly, it’s been one of the most frustrating apps I’ve ever dealt with. From the start, two setup steps didn’t work properly. I contacted support several times, explaining that I’m confident everything was configured correctly — I’ve been a system administrator for years, so I know what I’m doing.
Their reply? “That will be clarified during onboarding.”
I told them onboarding doesn’t help if the setup itself isn’t working… but fine, I booked the onboarding call anyway.
During the call, the support person immediately realized, oh, something isn’t working. Well, no kidding, Sherlock. At least they seemed interested in solving the issue — until they told me I should have my developer fix it. I don’t have a developer, it’s their app.
Eventually, another support person finally took a look and said my cookie banner might be causing the issue. Okay, I removed it — no problem. They told me to wait while they “checked the data.” I waited another two weeks. Nothing. Only replies when I followed up myself.
After about a month and a half of waiting in their support queue, I’d had enough. I uninstalled the app and removed all their scripts… but even now, I still see their script showing up in my orders.
Completely unprofessional, overly complicated, and really poor communication. I’m usually very patient, but this experience was beyond disappointing.
Thank you for your review. This is obviously not the experience we want for our clients, and if you are willing, I'd love a chance to correct it.
One of our Customer Success managers is reaching out to you directly, we'd love a chance to schedule a meeting with one of our Senior support staff to go over the installation and configuration next week, or whenever works best for you.
I apologize for your experience so far and hope you'll give us a chance to provide a better impression this time.
Great tool, great support!
Amazing customer service, really user friendly dashboards and it works really well!
Excellent app. Highly recommended for people who want a greater insight and switch to a POAS bidding strategy. If you have variable margins on products, this is a no-brainer. Plus, server-side conversion tracking is incredibly reliable and accurate.
This app fixed my data tracking issue's (even with ServerSide GTM there was a gap of 10% with actual order numbers) AND gave me insights into profatibility. Best of all: I could include those data in Google Ads (a very important channel) and make actual campaign decisions based on reliable profit data (POAS instead of ROAS). Absolutely recommended!