Appstle Loyalty Program Reward

My experience with your customer service has been extremely disappointing.

Yesterday, our customer loyalty points stopped redeeming through our POS system. I spent approximately two hours on live chat trying to resolve the issue, but instead of investigating the problem, I was repeatedly given explanations of how the points program is supposed to work.

Throughout the conversation, support continued sending emails to the wrong email address. When I asked to have the administrator email updated, I was told this was not possible. However, when I contacted support again this morning, the email was updated without any issue, which was frustrating after being told it couldn't be done the previous day.

I then spent another three hours trying to have the actual issue addressed. I repeatedly explained that no point redemptions were appearing on our POS, even though the program had been working properly for over six months. No changes had been made to our settings or configuration in months, so there was no possibility that the issue was caused by something we had accidentally changed.

I provided customer names, screenshots, and photos to demonstrate the problem. Despite this, I continued to receive scripted responses explaining how the program works rather than anyone acknowledging or investigating the issue I was reporting. I had to ask at least ten times for the matter to be escalated before it was finally sent to the appropriate team.

After the issue was finally escalated, I was advised that it could take up to 48 hours to resolve. This means our customer loyalty program will be unavailable for more than three days, directly affecting our ability to serve customers and deliver the rewards program we offer.

The most frustrating part of this experience was not the technical issue itself, but the amount of time spent trying to convince support that there actually was a problem. I expected troubleshooting and investigation, not repeated explanations of how the system is intended to function.

One additional concern was that I was asked to provide sensitive information, including PINs, and to grant full account permissions during troubleshooting. In my view, these requests conflicted with Shopify's security best practices. I have reported this separately because I believe other merchants should be aware and support processes should prioritize customer security.

I hope this feedback is taken seriously. Businesses rely on your platform every day, and when issues arise, timely escalation, effective support, and secure support practices are essential.