TrustWILL Product Reviews App
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not working. app widget on the left side cannot be moved, it's not developed yet, not finished, also tried to refresh browser as they advised, didn't help. I beleve 90% of the reviews are just fake (as many on shopify)
Thank you for taking the time to share your feedback. We are truly sorry to hear about your recent experience with us. We strive to provide the best service possible.
However, we believe that there is something that needs to be clarified and we would love to chat with you about it. We sent you a message and we hope to speak with you soon.
Very good experience !
Très bonne
Bonjour LivSquad,
Je suis Joey, responsable de compte chez Trustoo.
J’ai remarqué que votre note est passée de 5 étoiles à 1 étoile, alors que votre commentaire écrit indique toujours que votre expérience a été très positive. Je voulais simplement vérifier avec vous : y a-t-il eu quelque chose qui vous a déçu, ou est-ce qu’il pourrait s’agir d’une erreur de clic ?
J’ai également consulté vos anciens échanges avec nos spécialistes, et il semble que la communication se soit déroulée sans difficultés particulières ni retour négatif. Si jamais quelque chose n’a pas répondu à vos attentes, n’hésitez pas à me le faire savoir — je ferai de mon mieux pour vous aider à résoudre la situation.
Votre retour est très important pour nous. J’aimerais sincèrement comprendre et améliorer votre expérience.
P.S. Au cas où ma réponse à votre avis ne vous parviendrait pas, je vous ai aussi envoyé un email séparé depuis joey.wen@channelwill.net
. Vous pouvez simplement répondre à cet email pour me partager vos impressions. Merci beaucoup.
Cordialement,
Joey
Responsable de compte
Trustoo | Channelwill
Previously 20 comments were reduced to 6, not much different from other applications
Hi,
Thank you for sharing your feedback with us in the recent survey. We genuinely value your input as it helps us improve our services.
I understand that the recent changes to the free plan have been a concern for you. To address this, we're happy to offer you 20 reviews under our Free plan, ensuring you continue to benefit from this essential feature. Additionally, if you decide to upgrade, we can provide you with a special discount on the paid plans.
Please let us know if you'd like to proceed with this offer or if you have any other concerns. We're here to assist you. ❤️
This app looks like a very good solution for the first look. Works perfectly with Theme 2.0. Looks nice and knows all the features needed. Then the problem started:
Support is fast, but useless. After I setup all the details, I started to test the emails the system send what is a key feature of this and similar systems. This app not supports to add your own domain address for the outgoing emails. If you ask the support they also not help you and say its not a supported feature. However the only problem that the outgoing emails from this system goes to spam. I tried on my Microsoft exchange account to send a test email and go to spam. Also on Google Gmail. Both take the emails to the spam folder, because the service providers outgoing email address looks like not a trusted one.
This is a key problem with a system where one of the most important feature should to be, that users have to get their emails about: Review reminder, sent coupons, reply, etc. Without, this feature it worth nothing. And maybe I have too big ideals, but this feature should be basic..
I had one more little request, that the system allows you to sync the old order, to send them also review requests, but only for the past 60 days. A company like we, where we have low amount but high value of orders needs to go back more in time to 1 or 2 years. We asked to support to help us sync the older orders, but its also "not supported". Thats a smaller problem, because if the system works fine, we do it manually and send emails by ourselves. Anyway, its just an example if you need some extra, that's not possible with this provider. :(
Hello Q&C Merchant, this is a letter from the CEO of Trustoo.io,
I sincerely apologize for the inconvenience that our app has caused you. I understand that time and details are crucial in the business world. Please know that we are dedicated to providing our users with quality and all the necessary tools that will bring something good to their business.
Regarding your concerns,
1. We can actually retrieve all the previous orders that you had and send email requests to these customers just like you requested them. However, we may need to send a request for certain access so we can work on this. I will then assign one of our best developers to help you sort this out. I know it is hard to trust again once it is broken, but please allow us to redeem ourselves and be in use to you.
2. For the emails going to spam, this is indeed a very important concern that has to be addressed, and I will be honest with you, this has been a problem for a lot of apps in Shopify that send emails. But then again, reasons are not needed, but solutions are, and we promise you that we are already optimizing the apps and the codes to make it more easier for users to customize.
I know you have uninstalled it already, and you are entitled to do that because I wouldn't do differently if I were in your shoe. However, I would like to ask for another chance. Please allow us to retrieve all your orders so we can send emails to them.
We are thankful for your feedback and, at the same time, sad about losing someone as valuable as you. We will always be here to help and be of service to you. Please don't hesitate to reach out if you need anything.
Best regards,
Trustoo Team