Reputon Customer Reviews App

This app is a great asset to my business as it gives me an opportunity to work with a customer correcting the issue before they submit a negative review.

Did a great job. Caught a review that I will work with customer and not have pissed off customers. Thank you

Edited from 1 star to 5 stars.
After a week of working directly with the staff here my opinion and my experience with them has changed for the better. I sent the first email out, configured the way I needed it to be and collected (9) 5-star reviews in the first hour on GOOGLE! It works!

TL;DR If support is important to you, skip this app.

I set this app up using the second most expensive plan as a trial then I planned to step up to the most expensive option. I set up Google as the site that I would like to collect reviews for. I sent the test email. Everything looked good. I sent the emails to 500 past orders and to my horror, saw that the emails had apparently reverted to the factory settings of "sitejabbber" and "Trust pilot", neither of which we are set up for collecting reviews on (our company does not have pages there)

Without thinking, I went into the admin console and changed the links back to google and sent a message requesting help from the support staff.

This is the support message I initially sent on 4-17-24 at approximately 7am
"Message: I had everything set up to send google review requests. I sent the test email and everything was good. When I approved and sent the emails for the past orders I see that it reverted to the factory settings. Now I have 500 WORSE than worthless emails sent because I bothered my customers by asking for reviews on apps that we do not even have our business set up on and that I do not care to collect reviews for"

24 hours later I get this reply. (4-18-24 @ 6:53am)
Hello,
John from Reputon here.

Could you please clarify what you mean? Based on your settings, everything seems to be correct at the moment.

Please be advised that we are unable to send requests to any apps at this time.

Regards,
John | Reputon Team

This is the only contact I have had with them regarding this matter. I have sent THREE follow up emails since with no reply from Reputon.

4-18-24 @7:05
They are correct now because I changed them again. The email sent with links to the factory set review sites (trust pilot and the other one) and not Google like I wanted.

So 500 emails not only got burned but 500 of my customers essentially got a spam email from us.

Is there any way to reset the 500 email limit for the month and instead of going to past orders to collect reviews can I'll just send the emails to current/future orders.

Thanks

My next email
4-18-24 @ 6:26PM
Good Afternoon,
I'm trying to get this resolved in a timely manner. Are the replies to support questions generally 12-24 hours between each interaction/email? I am trying to manage my expectations here but this is a big deal to me and I would like to get this resolved as soon as possible.

If you change "apps" to "websites" in my initial query it will probably make sense then.

Thanks

My next reply on 4-19-24 @ 8:38AM
I am again attempting contact to get this resolved. To summarize again, I set the app up to collect Google reviews. I sent the test email and everything seemed correct. I proceeded to send an email to previous orders requesting a review. The email sent and apparently had reverted to the factory settings for Trust Pilot and the other review site that come pre-set from the factory settings somehow. In an attempt to fix this, I apparently made it worse by RE-deleting the links and RE-installing the google settings. This caused the emails to essentially have broken links apparently and look like spam or worse. I am worried about how many times our business email that we used to send those emails to be marked as spam now. I am requesting that we somehow get to the root of what happened and possibly get the 500 email limit reset so I can simply proceed with requesting reviews from current/ future orders.

Thanks

Support appears to be non-existent for this app and I am seriously questioning all of the positive reviews here after my experience. I have uninstalled the app and could not possibly recommend it based on my experience.

Easy to set up and customize. Reputon Customer Reviews app has helped us gain Google Reviews for our store from previous customers and allows us to automate the collection of new reviews moving forward.

Solid apps, good support. Thanks guys.