CWILL Popup Email Marketing
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Reviews (7,746)
Terrible business decision — completely lost my trust
I used CWILL for years and built my store’s entire email capture and marketing system around the Free plan. We invested a lot of time setting up our popups, subscriber flows and marketing strategy based on the plan and features that were available when we started using the app.
Now, after years of using the app, CWILL suddenly changes the rules and tells us that the Free plan is no longer realistically usable once we start successfully gaining subscribers.
This is extremely frustrating.
The worst part is that we are not simply talking about switching to another pricing plan. We have to rebuild our entire email capture and marketing setup from scratch with another app because CWILL decided to change the rules after we had already built our system around their previous offering.
Ironically, the app worked well enough to help us gain subscribers — and now that we are actually gaining customers, we are being told to pay or stop collecting new subscribers.
This is a terrible way to treat long-term merchants.
If CWILL wanted to introduce new pricing plans, they should have done it in a way that respected existing users and gave them a reasonable legacy option. Instead, loyal customers who have already invested years into the platform are effectively being forced to start over somewhere else.
I would strongly recommend that other Shopify store owners think twice before building their entire email marketing system around CWILL. The pricing rules can change, and you may be the one left rebuilding everything later.
Very disappointing. After years of using this app, I’m now seriously looking for an alternative.
Hi Lady Ros,
This is Joey, Customer Success Manager from the CWILL team.
I’m genuinely sorry that this change has left you feeling that the trust you built with CWILL over the years has been lost. After using and supporting CWILL for such a long time, I completely understand why this feels like more than simply a pricing change.
As CWILL has grown, moving toward a paid model is an important step that allows us to continue investing in product development, infrastructure, and ongoing support. But that does not mean the long-term merchants who helped us grow matter any less to us.
We introduced a 30-day transition period rather than making the change take effect immediately, so their current setup could continue normally while they had time to consider the new plans and decide what made sense for them.
But at the same time, I understand that a transition period alone does not fully address the concern you raised. For a long-term user who has already built an established workflow around CWILL, what happens after that transition matters just as much.
Your feedback has made us reflect more carefully on how changes like this affect users who have been with us for years. After reviewing your account and how you’ve actually been using CWILL, I’ve personally reached out to you with a long-term solution that I hope better reflects your situation and the years you’ve spent with us.
We genuinely value the trust and support you’ve given CWILL over the years, and I’ll continue handling this personally. I sincerely hope we have the opportunity to rebuild that trust.
— Joey
Customer Success Manager
CWILL
