Avis (2 496)
Affiner
-
Par note
I understand that Jel, one of the customer service agents, may have been having a bad day, but that day turned into a significant issue for me. This all started when I accidentally deleted Rivo's landing page while cleaning out my Pages, which broke the connection between the Rivo platform and my shop. I reached out to customer service for documentation on how to fix it and included two screenshots to illustrate the issue. I also mentioned in passing that I wanted to remove a broken footer on the landing page I had left.
Unfortunately, Jel misunderstood or overlooked the 404 error screenshots and instead focused solely on the footer. She asked for access to my store and "fixed" the footer the way she thought it should be. The problem? In doing so, she unintentionally broke all the footers across my entire site. I revoked her access and followed up to inform her of the issue—not looking for a resolution, as I could fix it myself, but simply to let her know about the mistake. I also mentioned that her access had been revoked.
She quickly responded, claiming the problem had been fixed and asking me to check. This response was frustrating because it was both inaccurate and misleading. The issue was still unresolved, and even if she had attempted a fix within seconds, it couldn’t have saved without access to my store.
I clarified multiple times that I had already revoked access and was not comfortable granting it again due to the risk of further mistakes. As someone only a few hours into using Rivo, I really hope things improve from here. However, this combination of platform issues and a frustrating customer service experience has raised some red flags.
Hey Karen,
I'm sorry for any confusion here and I'm happy we were able to resolve things over email. I hope your experience with Rivo going forward works out better!
Thank you and chat with you soon.
Cheers,
it’s not logical for your app to get paid for orders that I have generated myself.
I run ads > get customer orders > in this case, what benefit does your app provide to justify being paid?
Hey there,
I'm sorry for any confusion here on the pricing side. I reached out over email to help make things right. Hoping we can connect, please feel free to get in touch at james@rivo.io.
Cheers,
James
We just tried to trial this product for our new website however we experienced some very deceptive and conduct through the sales funnel. It did not give us the option to select the free plan or trial at all (only a discount of the available paid offers), and tried to gain access to our website before even selecting what plan we would like. Funnily enough the free plan or free trial was not even an option. This is disgusting and misleading behaviour, and needless to say we will not be considering Rivo products again in future. Do better Rivo.
Hi there!
Thank you for bringing this to our attention. I want to clarify that we do offer both a free plan and trial days, and I sincerely apologize for any confusion or frustration you experienced during the installation process. I’ve reached out to you via email to provide additional assistance and ensure you have access to the options that best suit your store's need.
We look forward hearing back from you.
Best regards,
Lea
CSR so slow to respond ,waiting time take so long
Hi Moda & More team,
James here from Rivo – I'm sorry for your experience so far! I do see an open email thread our team sent over about the issue you had. I sent you over an email from james@rivo.io and also forwarded you the one from Support. Let me know if you received it.
Cheers,
James
Rivo leaves a bunch of installed items and applications on the site once uninstalled. This is unacceptable !
Hi there,
Thank you for sharing your feedback. We’re sorry to hear about your experience. It appears you’ve already uninstalled, but we’ve reached out via email to offer additional assistance and ensure any remaining issues addressed.
Please don’t hesitate to let us know how we can further support you.
Best regards,
Lea
I am probably to stupid to start this app, but I was totally annoyed by the ongoing efforts of the company to upsell me to one of their pay programs. Too many pop-ups for my liking. Too many interruptions while trying to setting it up for a first trial.
Again, likely I am partly to be blamed, but I consider myself somewhat experienced with such apps.
Hi there,
So sorry to hear about your experience. We do have a free plan for smaller shops doing 200 orders or less each month. We’d also be happy to extend your trial period to give you more time to get everything set up. I reached out through email to offer additional support and help you in setting up the app.
We’re here to assist and ensure you have a smooth experience with our app. Looking forward hearing back from you.
Cheers,
Lea
Makes it impossible to cancel once you subscribe. I've asked them to cancel this subscription for the past month now and I'm still getting charged. Ridiculous business practice. Better options out there.
Hi Henry,
This is Lea from Rivo. Thank you for bringing this matter to our attention. Upon review, I noticed that your last email was sent a year ago. We reached out to offer an extension to your trial period but did not receive a response from you. Please note that we do not have the capability to cancel or extend subscriptions within our app.
We understand that this falls short of the excellent experience we strive to provide, and we are committed to resolving this issue promptly. We aim to provide the best experience for all our customers.
We want to make things right for you. I've sent you an email to offer additional assistance. You can reach me at lea@rivo.io anytime.
Looking forward hearing back from you.
Best Regards,
Lea
Listed under the available rewards you can offer was "Commission"; that reward was not available (at least in the free version).
Hi Brian,
I'm sorry for your experience so far using the app. We store credit as a referral reward – which essentially acts as a commission for referring friends, as you can earn credit for every friend you refer. I'm more than happy to set up a referral campaign and the app to function this way for you. I updated our app listing to reflect a more accurate representation of that.
I reached out over email there to help make things right.
Cheers,
James
Says free plan available - this is no free plan. It s a trial. After that it's $24 a month.
Hey Karen M Designs team!
Thank you so much for your feedback. We have a free plan that's available for smaller shops that do 200 orders a month or less. Otherwise we have affordable plans that start at $24 a month (most features). Happy to offer a longer trial to make it work for you, or work out a longer term price. Let me know your thoughts and feel free to email me directly at james@rivo.io.
Cheers,
James
Update: Update: It's really no good app. The support is terrible and during the last year the support has not solved one single issue. They are anwering but not fixing. The tool has good thoughts but almost everything is not working proberly so we have lots of complaints. Our most loyal customers are leaving one by another because they will not use our homepage because of Rivo anymore. It's a shame. I am describing the problems to Rivo all the time, but they don't care. E.g. currently, the Free-Product-Voucher is not working fine. I described it, I attached screenshots. But no solution. We will find another way to make our customers happy. Very disappointing.
---- updated Dec 2023
I'm sorry to hear about your experience with our app. We apologize for the inconvenience caused and understand your frustration. We're committed to resolving any issues you're facing and improving your satisfaction. We'll keep you updated on the progress of your case on our existing thread. We value your feedback and will work hard to make things right for you. If you need any further assistance, please don't hesitate to contact us anytime!
--------
Du bist unglaublich! ✨ Vielen Dank, dass Sie zu unserer App gewechselt sind und ein durchdachtes Feedback hinterlassen haben. Wir sind Kunden wie Ihnen so dankbar. Wenn Sie unterwegs weitere Hilfe benötigen, zögern Sie bitte nicht, uns dies mitzuteilen. Hier bei Rivo steht die Zufriedenheit unserer Kunden an erster Stelle. 🍻 Prost, Kevin