Report Toaster: Custom Reports
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Reviews (209)
I downloaded Report Toaster and asked them for a report based on salesperson and fulfillment date so I could pay my staff accurately. They said I'd need a paid membership, but they could get it to me if I signed up. So I did. Report Toaster support then set up the report for me and assured me it was accurate. I ran a few payrolls and ran into accuracy issues that were called out by my staff immediately. Dates not matching, orders not being attached to salespeople, etc. I take my staff not getting paid accurately very seriously so after finding these issues and sending examples to Report Toaster support, the Director of Customer Success, George accused my email communication of being impolite and cancelled my account. It seems sending them evidence of their reporting issues is "impolite".
James, this is Sam one of the founders of Report Toaster. George was acting under my direction when he notified you that we felt it best not to work with you any longer.
We take pride in our customer service, as you can tell by all of our five-star reviews. We also take the accuracy of data very seriously, which is why Shopify sends merchants to us with difficult reporting issues.
We provided you reports based on the requirements you provided. We are really good at suggesting adjustments to the reports, but ultimately you know your business better than us. When you asked about what you deemed to be inaccuracies, we provide clear, concise and most importantly, polite replies.
Your last 3 tickets became more accusatory and hostile in nature. First accusing is of overcharging you, which was actually a Shopify charge. Then accusing us of creating incorrect payroll, which we pointed out was correct based on the fulfillment dates. In neither of these cases did you reply to our solutions with an acknowledgement. Your last ticket regarding your attributed staff was also resolved quickly and accurately, suggesting a small adjustment to the report. Instead of acknowledging, you again became accusatory and used all caps - which is considered yelling.
Our response was to again explain how the report could be modified to your requirements and then included the following:
"Reviewing your last few tickets here, we've decided that the best step moving forward here would be to issue a full refund for your Report Toaster account and discontinue service.
The app has already been uninstalled, and the refund has been issued in Shopify. It will likely take a few days before you see this reflected on your next Shopify bill.
Our number one goal here at Report Toaster has been to work with our users, and we have always aimed to show them the same politeness and respect that they have shown us. Given your most recent responses to myself and the Report Toaster team, we think it is best that we each go our separate ways. We wish you all the best in finding a solution that suits your needs."
We have serviced thousands of customers in our 6 years in the App Store and this is the first time we have ever been in a position to deny a customer service. We don't do this without a lot of contemplation, as we know it risks a bad review, which affects us greatly. But just because Shopify has created a situation where merchants can hold this over our head, doesn't mean we deserve to be bullied by someone like yourself. We wish you the best of luck and hope that you find a better match in reporting apps.