Reviews (3,138)
EDITED from 1 star to 3 stars.
The issue I originally had was caused by bad code at my end, not the app. My bad. However, while the customer service was good after I escalated the issue with a 1 star rating, it took more than a week for someone to be able to genuinely help me out. During that week I had a lot of promises that someone was working on it, but no one actually was. In summary, The app is great, and service was good after an escalation but my experience indicates that unless you're paying for the premium service you may get deprioritized.
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Things were going awesome until I opened up a new region to sell in. The app didn't update the shipping region settings from Shopiy so customers in the new region I opened can't actually buy from me. This in itself is a very fixable issue - these things happen when working with tech. My issue, however, has been the way in which my problems has been solved, or in this case hasn't been solved. For a number of days now I have been told 'development is working on it', but over a week since I alerted Recharge to this problem and it is still not fixed and I have been given no indication of when it will be fixed or what I need to do to get it fixed faster. I've advised I am happy to pay more for premium service, or engage my own developers, but there is no response to helping me actually solve the problem apart from being told it's 'being worked on'. The problem is likely to be a very simple fix, so I can only assume I'm a long way down a queue of jobs waiting to be worked on. The issue for me is I have done PR in my new region so I am getting traffic and people trying to buy from me - it's embarrassing and costly not being able to serve them, but also not being able to tell them when it will be fixed. My expectation is that I am given a timeline or the ability to fix myself, but neither of these have been offered after multiple rounds of discussions. I've (literally) pleaded with the service reps to help me, but no result. Incredibly disappointed.
