REVIEWS.io Product Reviews App

Unfortunately, without any prior comms from ReviewsIO, they "improved" their plans, increasing our monthly fee from €99 to €150 per month. Haven't received any comms from their team upfront or afterwards, only a popup when logging in "congrats you've got some new features" without any price mentioning.

Also, the rates on this Shopify reviews page, are NOT the current prices anymore. They are much higher.

Intransparency sucks..

A good app until you reach out to their customer support

TLDR;
Limited features, and all I am told when I reach out for customer support is that "the team is looking into it" for weeks on end, only to find out that a ticket that was supposedly raised over a month ago was actually not raised at all.

I switched from Judge.me to Reviews.io and so far I have been pretty disappointed by the lack of useful features and the level of customer service I received.

Unexpected integration:
The first unexpected behaviour of the app is that, unlike most of the other apps I'm using on my shop, this one isn't showing on my Shopify admin page, and is actually a web app, integrated to my shop. It would have been good to know before I installed it.

Moving to a paid plan:
When I tried to move from the free to a paid plan, through Shopify, I was strongly encouraged to subscribe to the more expensive plan (available on their website and not through Shopify directly) by all 3 agents I spoke to, as well as the sales person (who even suggested their most expensive plan, that was clearly not a good fit for our business). I had issues switching to the paid plan through Shopify, and was told for several days that the team was "looking into it". I ended up finding the issue and fixing it myself. This was a surprise, as most apps are keen to get you moved to a paid plan as soon as possible.

Limited Flow features:
Another disappointing discovery is when I found out that, even with a paid plan, I can only have one active flow at once. I found no mention of this anywhere, and had to create workarounds with Shopify Flow to address this issue.

Limited Product Widget features:
The styling of the default Product Review widget is very limited, and I was advised to use their customisable Product Review Widget, that needs to be implemented with code. I had issues having it working, and, like before, the "team looked into it" for a week. After a lack of useful updates, I used Shopify's Sidekick agent that highlighted the problem in seconds. Once again, I fixed the issue myself after waiting for several days.

However, there are still issues with their widget. For instance, I disabled the "no reviews, be the first to write a review" section for products with no reviews, and it is still showing. I reached out to the Customer Support team and have been told that it will be fixed in 5 days. It has now been 3 weeks and, once again, the "team is looking into it".

Issues with imported reviews:
One other issue that is being "looked into" for weeks is that on the reviews I imported from Judge.me, some customers chose not to include a city, only their country. On the Product Review Widget, if the customer doesn't enter a city, it repeats the country (e.g. Germany, Germany). I raised that issue 3 weeks ago and am still yet to be told that it is resolved.

UPDATE: after a month and a half of "looking into it", the issue is now resolved. I asked for an update for another ticket that was submitted at the same time, and was told that there was actually no ticket raised for it, contrary to what I was told back then. Total waste of time, and it happened twice already.

Their Product Reviews Widget in Horizon theme has bugs that make it overall not functional for mobile. The theme widget doesn't have the same features as the coded version in the Reviews.io dashboard. Their support sent me a collaborator request asking for basically full access to our entire Shopify Admin account, which is extremely bad. They said they might fix the CSS Flexbox bug in 5 days, which is also a very long fix time, in my experience. I liked their AI support much better than their actual human support, but can't figure out how to go back to AI support. We're overall not happy with Reviews.io and looking at different vendors now.