Reviews (722)
We've been happy customers of Orderly Emails for many years, which makes this review particularly disappointing to write.
On 29 March, a bug in an Orderly Emails update permanently deleted multiple collections from our Shopify store. What was most concerning was that there was no proactive communication. We discovered the issue ourselves and were left trying to understand what had happened. It was only much later that Orderly Emails acknowledged the bug, accepted that their software had caused the deletions, and confirmed the data could not be recovered.
Unfortunately, that's where the positives end.
We accepted that mistakes happen. Software bugs are an unfortunate reality, and we approached the situation patiently and professionally. We gave the company plenty of time to investigate, communicate and, most importantly, try to put things right.
Instead, every response focused on why they believed they weren't responsible. We were told we should have had backups in place, despite the fact that this incident was caused by their own bug. Backups may help recover from a failure, but they do not excuse causing it.
The most disappointing response was their suggestion that, because we had only paid a one-off fee of $39 back in 2016, they did not consider it reasonable to offer any compensation. The value of software has no bearing on the damage it can cause when something goes wrong. A low-cost app is not held to a lower standard when it comes to protecting customer data.
At no point was there any genuine attempt to reach a fair resolution. We weren't looking for a windfall. A sincere acceptance of responsibility and a meaningful gesture of goodwill would have gone a long way. Instead, every conversation felt focused on avoiding responsibility rather than looking after a long-standing customer.
The bug was disappointing. The way it was handled has completely destroyed our confidence in the company.
If you're considering this app, don't just judge it on what it does when everything works. Consider how the company responds when something goes catastrophically wrong. Unfortunately, our experience suggests that's when you'll discover what they're really like.
