Reviews (2,748)

Overall rating
4.8
Counts per rating level
  • 84% of ratings are 5 stars
  • 11% of ratings are 4 stars
  • 2% of ratings are 3 stars
  • 0% of ratings are 2 stars
  • 2% of ratings are 1 stars
What merchants think

Feedback submitted

Merchants highly praise this app for its detailed customer interaction insights and replay feature, which helps understand cart abandonment. They are eager for the new Heatmap feature for deeper analytics. The app is easy to install, operates efficiently without slowing down websites, and offers excellent customer support. It's particularly beneficial for new businesses with both a valuable free trial and plan available.

November 6, 2024

I started a free trial, which I canceled, however they charged me anyway. I have been asking for a refund for 2 weeks and every time I contact them they tell me to wait without any solution.

SurfMateStore
Chile
About 2 months using the app
CartKit replied November 8, 2024

Hello! When you install the app, you'll start with a 7-day free trial of the Pro plan, not the paid version. You can see how many days are left in your trial at the top of every page in the app.

If you decide the Pro plan isn’t for you, you can switch to the Free plan anytime before the trial ends, and you won’t be charged.

There is an issue with the refund process from shopify's end. We informed them when reached out to us. They will manually processing the refund. :)

October 14, 2024

You don’t give your clients any opportunity to try the app before asking them to subscribe to a paid plan right from the start. No thanks, we find more value in other apps than in yours.

Djolie
Canada
1 day using the app
CartKit replied October 15, 2024

Hi there! When you install the app, you are not automatically on the paid plan, You are accepting a 7 day free trial of the Pro plan. We indicate how many days you have remaining on the Free Trial on every page of the app at the very top.

If you decide that you don't want the Pro plan, you can always downgrade to the Free plan before your 7 day free trial ends and you'll never be billed.

September 7, 2024

Got charged even though app was supposed to be free and now waiting for a respond for a refund since I didn't even use this app and got charged before even the month has finished

DermaFusion
Canada
18 days using the app
CartKit replied September 18, 2024

Hi there! You are accepting a 7 day free trial of the Pro plan. If you switch to the free plan within 7 days, you will NOT be billed. We indicate how many days you have remaining on the Free Trial on every page of the app at the very top.

The 7 day Free Trial allows you to experience the full features of the app that are included in the Pro plan. If you decide that you don't want the Pro plan, you can always downgrade to the Free plan before your 7 day free trial ends and you'll never be billed.

Please reach out to us via 24/7 live chat to discuss your refund. We will also be reaching out to you via email. Thank you

November 28, 2024

Great service

London Collective
Romania
7 days using the app
November 25, 2021

When I first installed this app it worked well (of course during the free trial). It showed me the behavior of my customers and it allowed me to make some changes to my site to improve customer experience. Now, weeks later and during Black Friday when the traffic to my site has increased exponentially, I am unable to even open the app. It takes me to an error page and it asks me to log in, when I press that button it takes me to the page to install the app again. This is extremely frustrating. I will be uninstalling this app and finding something that actually works.

Spoiled Pets Co.
Canada
Over 2 years using the app
CartKit replied November 25, 2021

Update: We fixed this issue shortly after BFCM last year. We've reached out via email a couple of times, we look forward to hearing from you :)
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Hey there! We're experiencing some downtime due to Black Friday traffic but our Engineering team is working to get everything back to normal. This should be fixed shortly!

November 25, 2021

This app was good in the beginning to view how people acted on my website. Now on Black Friday the app is glitchy, probably has to do with my FREE subscription. Let's hope the developer is not that shady to do that. I was actually thinking of upgrading but not now.

Brew Fitness Co.
Canada
About 2 years using the app
CartKit replied November 25, 2021

Update: This problem was fixed almost immediately after BFCM 2021. We reached out to the store owner but haven't heard back. Strict measures were taken to bring continued stability.
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Hi! We apologize for the inconvenience! This is not related to your subscription. We're experiencing some downtime due to Black Friday but it should be restored shortly.

Edited September 7, 2020

It records the sessions but all the information is wrong. I know for a face a customer was local in MS and it has Illinois. It also always says new customer even if the customer is repeat. Recording info is useless if i cannot correctly identify locations of where my customers are coming from. It kept saying Quebec and other places that I do not sell to. I was about to try to start selling there but now i cannot trust the accuracy of this app. I'm going to delete and choose another app. I wished it worked.

Willow&Rose Botanicals
United States
Over 1 year using the app
CartKit replied August 7, 2020

Hi! Thank you for taking the time to leave a message - we reached out via email to understand your experience with Better Replay.

Edited January 5, 2021

It worked fine for a few days. Then suddenly I cannot replay the sessions. It says " This page isn’t workingapi.better-replay.com redirected you too many times.
Try clearing your cookies.
ERR_TOO_MANY_REDIRECTS" I tried clearing my browsing history, cache, cookies, etc. but still did not work. I also tried using a different browser and still not working. I tried contacting their customer support by the app and by email but I got no response for days. Maybe this review would have your customer service team assist me. I'd be glad to update my review. Thanks

REAC Label
Philippines
Over 1 year using the app
CartKit replied January 5, 2021

Hi there! Thank you for sharing your report. We reached out via email :)

October 29, 2020

I've had it installed for a week. No recordings yet. I just flipped a switch that said enabled/disabled, so we'll see if that works.
I'll rate it higher once i see it working.

Cutsie Friends
United States
Over 1 year using the app
CartKit replied October 29, 2020

Hi! We sent you an email. We're working to get this solved as soon as possible :)

Edited March 11, 2022

Just installed it and loving the app so far. Would love to see the heatmap as well. That would have been 5-stars! Edit; just changed my review to 1 stars. Suddenly the app is no longer free to use and I have to pay to use it with an (up to) $999 USD charge a month.... Haven't received any communication from them about this change and just got prompted to update the app and approve these charges. Really disappointing as I was quite happy with this app. Atleast have your existing users be grandfathered in or something...

Teddy and Wool
Netherlands
About 1 year using the app