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Terrible customer service. Soma, the CEO, has no better customer skills. If I could have left zero stars, I would have.
UPDATE TO THE CEO'S RESPONSE:
Yes, while I do agree that there were billing issues and appreciate the fact that Recart was working with us and we had entered an agreement with you.
What can't be dismissed is the Alice Pai, your head of client success, is and was extremely rude and condesending to us from the very begining. So much so that we had to call her out on in some of the emails, which I will gladly share with anyone that wants to read them.
What also can't be dismissed is that Recart had entered into an agreement with us to which they did not fullfill. Instead what Alice did was nothing. Because Alice couldn't do her job, what she did was run up our bill over $3000 dollars and then expected US to pay it off completely "or else".
Then you Soma, the CEO, got involved. You again said we need to pay the full balance or you would suspend our account. Again, a balance your company ran up because YOU failed to honor the agreement. I offered a payment arrangement to which you declined and suspended my account before a weekend. I could not send text to my customers for the weekend which cost me sales. Then on the following Monday, you decided you would accept my payment arrangements. YOU suspended my account for the weekend to intentionally hurt my business. Then when you decided to re-activate my account, my number NEVER got verified. I couldn't send a text for an entire week! All this while I was trying to get away from your company. It took less than a day for the new company to get my number verified. My guess, the number was never submitted by your company to get verified. Another intentional act on your part to hurt my company. So did I get a little upset with your company and send some emails telling you how I felt about Alice....I sure did! Were some of those on the unprofessional side, yes. But YOUR actions, caused my reaction. Alice is far from professional and you SOMA, not taking responsibility for your company failures and trying to put it on my company and then intentionally hurting my company and family.....take a look in the mirror. This would have NEVER happened if you and your company had any integrity and did what they said they were gong to do.
Anyone reading this, please feel free to reach out and ask for emails. I will gladly send them to you. This company has gone downhill drastically since we had signed on with them. If you don't do what they demand, they will hurt you. ALSO, you DO NOT HAVE IMMEDIATE ACCESS TO THE CONTACTS THEY COLLECT FOR YOU. You have to request your contact list and then they will get it to you, when they can. You pay for them to collect that data, you should immediate access to your property.
Hi Ian,
Thank you for sharing your feedback. We’re truly sorry to hear that your experience didn’t meet your expectations. After thoroughly reviewing the situation, I’d like to clarify a few points.
While there may have been minor missteps along the way, our team consistently worked to support you with the best intentions, even during challenging circumstances, including times when billing issues arose.
However, throughout the engagement, we encountered communication that did not align with respectful and professional standards. Our team members were subjected to language and behavior that no professional should have to endure.
For these reasons, we have made the decision to discontinue our services to you and your business.
We wish you the best moving forward.
Best regards,
Soma - Founder & CEO at Recart
This used to be a great app but my Facebook page disconnected (the success of this depends on it) I emailed days ago to 3 different support emails and 2 on the chat and not one reply. I am losing sales and will be searching for a better alternative. Beware. They take money but customer support has suddenly become non existent. Not happy.
Hi, we greatly appreciate your feedback and would like to extend our sincerest apologies for the less-than-ideal experience you encountered. Your input is invaluable to us.
We understand that you initially reached out to us through our Support channel, and regrettably, it appears that our response ended up in your SPAM folder. We subsequently made additional attempts to contact you directly via email, but we acknowledge that some time had passed by then. We have thoroughly reviewed our internal procedures to enhance the deliverability of our messages, ensuring that such issues are avoided in the future.
Additionally, we had taken immediate steps to address your concerns by issuing a full refund for the last month's service.
If there is anything else we can do to better support you or if you have any further concerns, please do not hesitate to reach out. Your satisfaction is of the utmost importance to us, and we are committed to providing you with a more positive experience going forward.
Once again, we apologize for any frustration or inconvenience you may have encountered, and we genuinely appreciate your feedback, as it assists us in improving our services.
I'm a 1-year user. DO NOT RECOMMEND
$$$$ Far too expensive, trust me!
And if you want to cancel you need to contact their team which is very annoying.
Got charged for 6 months and didn't get a sale, to be fair I wasn't advertising for traffic but they aren't fair to their pricing. Expect to pay a premium each month.
Would only recommend to people who have a large budget, its not that great and a 'competitors have FREE options' that can do everything this tool does.
Hi!
Thanks for your feedback!
I'm sorry that you had such experience with Recart. :/
We'd like to sort this out, so we reached out to you today to figure out what happened exactly. It would be awesome if you could get back to us there. :)
Thanks,
Recart team
update - 1/25/2019
the app still charging us??
Recart - Messenger Marketing & Abandoned Cart Toolbox (Uninstalled)
$29.00
Recart Paid Plan: 2019-01-18 - 2019-02-17
I made sure to wait a bit before posting my review to watch how the app worked.
I am always on the hunt for more data that can help me contact and bring back my customers. I really feel any customer who makes a cart has a good amount of interest, you just need to help them along in the purchase. People are busy and on the go and they simply forget you.Not because your unforgettable but because they have so much going in there phone world, there carrying around a little computer all day long and browse many sites.
Because of this you must grab and hold then anyway you can until you become a staple in there minds.
I love using my checkout abandonment app, i can Re-Target those people and it works but what about the carts? Until now i was losing 100% data on people who where placing things in there carts and leaving and i had no idea how many!
I was happy to see how many people liked products and what ones and added them to the cart however did not complete the sale YIKES!
I love that this app gives you a popup so when they go to place items in there carts they now have the choice to enter there email and now i have that data collected so i can re-target them with there carts. The downside would be the people who do not enter there emails you can not re-target and that's a shame and i hope will be a upgrade in someway to grab them to.
Overall the extra data and emails i am collecting and able to make more sales from makes me very happy. I really think this app gives you an insight into what your customers love the most and what items in your stock our the hottest!
I will give this app a 95% A and hope that there is an upgrade to re-target the other people who do not enter there emails in the future. I would also like to see an option to have more then 3 re-target emails i prefer a few more. I like the ability to try harder to bring my customers back. Maybe if they could just click and save there carts with say there Facebook profile somehow it would be less work for them and we would capture more. Just an idea.
This app is worth your time and yes you should install and use it! you must have this data and you have to re-target! This app is worth the money!
Happy and thank you!
www.dirtysouthvintage.com
Thank you for your feedback, and sorry for any inconvenience this may have caused you.
I can see that the issue you mentioned is solved now by our support team, I am glad to see that. :)
Please don't hesitate to contact us, we are more than happy to help. :)
I just realized all my emails were sent to the spam folder, also, no new features in the past 6 months...
Thank you for your feedback, we really appreciate it! :)
At Recart we send emails via Mailgun. They are one of the best email providers for sending emails at scale. We have a dedicated account manager who keeps his eyes on the IP reputation of Recart. He makes sure everything goes smoothly and the deliverability rate stays at the top.
Our inside tests indicated that Recart emails go to inbox in the largest inboxes like Gmail, Yahoo, Outlook, AOL. However, according to Mailgun, going to spam is inevitable. Spam filters are so complicated, one email provider can't comply with all of them.
Our average spam rate is 0,01%, so only a very few emails go to spam.
In conclusion, no matter what, a little percent of your emails will go spam. At Recart, we'll improve our emails in the future to comply with all the CAN-SPAM Act rules and try to avoid more spam folders.
We've released a lot of new features in the past and we are about to launch several more next month!
App does not work properly..keeps sending cart reminders to customers that have already completed an order (and sending them the 10% off discount cart reminder to really infuriate customers!..have been waiting a long time for a response from the developer who cannot seem to fix the problem..they don't respond to emails asking when it will be fixed..terrible service, app has caused me more issues than benefits
Thanks for the review, we always appreciate the feedback. :)
This situation can only occur when a visitor leaves an abandoned cart on your store, and then places the order on a different device using a different email address.
We're constantly working on new ways of optimizing our tracking even further, so please don't hesitate to get back to us if you're still experiencing this so that we can make sure everything is in order.
Avoid at all costs. Their reports are fake and they report sales that either they didn't contribute to or never happened.
There are free apps that do exactly the same without any cost.
Thank you for your feedback, we really appreciate it! :)
Being clear about which carts have been converted by Recart is our top priority, which is why we have an 'all abandoned carts page' listing each and every recovered cart including the recovery link the customer used.
If in the future you're unsure of any of these conversions, please do go ahead and get in touch with us via the chat on the Recart Dashboard. We'd be happy to provide you with additional data of the purchase to confirm the conversion's authenticity.
these guys have double charged me twice, then after I uninstalled their app after months of not benefiting from it, they charged me again. Might be a good app for you, but a BIG THUMBS DOWN on their billing department/system!!!!!
Thank you for the feedback, we appreciate it! :)
The cause of these charges is the way app subscriptions work on Shopify - if you uninstall an app, your subscription automatically gets cancelled. As our monthly usage fee is pre-paid when you re-installed Recart and re-subscribed, you got charged again automatically.
However in case you contact us directly about the double charges, we can offer you a refund. ;)
Every single email gets sent to spam regardless of email content. Terrible
Thank you for your feedback, we really appreciate it! :)
At Recart we send emails via Mailgun. They are one of the best email providers for sending emails at scale. We have a dedicated account manager who keeps his eyes on the IP reputation of Recart. He makes sure everything goes smoothly and the deliverability rate stays at the top.
Our inside tests indicated that Recart emails go to inbox in the largest inboxes like Gmail, Yahoo, Outlook, AOL. However, according to Mailgun, going to spam is inevitable. Spam filters are so complicated, one email provider can't comply with all of them.
Our average spam rate is 0,01%, so only a very few email goes to spam.
In conclusion, no matter what, a little percent of your emails will go spam. At Recart, we'll improve our emails in the future to comply with all the CAN-SPAM Act rules and try to avoid more spam folders.
Stop my sales completely from the moment I installed it... No idea why... Never got any data, everything was just spinning...
Thank you for your feedback, we appreciate it! :)
Back then there was a major issue with the data display of our Dashboard, however it was fixed shortly after.
Unfortunately you removed our app before we could investigate what caused your sales to stop, however there were no similar issues since so it had to be something unique to your store.
In case you'd like to give Recart another try, just let us know and we'll help you set up everything to work seamlessly. :)