Trustoo produkt reviews app

Hi Mikael,

I’m Joey, the account manager from Trustoo. I just saw your feedback, and I immediately reached out to our dev support team to understand the full situation.

I want to sincerely apologize for the confusion and frustration you’ve experienced. I completely understand how upsetting it must feel — especially when something that was already working suddenly stopped, and when you had to explain the same issue multiple times to different people.

You’re absolutely right — that kind of experience is exhausting. Our support team operates 24/7, so cases are sometimes handled by different specialists in rotating shifts. That can unfortunately increase communication friction, but it should never be an excuse. We always require our team to carefully review the full ticket history before replying — no one should ever make you repeat your issue again. If that happened here, that’s entirely on us, and I truly apologize.

I’ve already spoken with our support leads — the specialist involved has been held accountable, and we’ve arranged further training across the team to strengthen both coordination and technical accuracy. I really appreciate that you took the time to describe what went wrong; your feedback is helping us fix real issues.

After checking with our dev team, we reviewed all operation logs step by step. It seems there may have been a misunderstanding during communication, so he created the new configuration without changing the previous one. That likely led to the inconsistency.

At this point, going back and forth over where exactly the misunderstanding happened may not be helpful anymore. What matters is fixing it. If you’re open to it, our senior developer can perform a remote session with you to check everything directly and resolve it immediately. But I completely understand if, after all the back-and-forth, you’d prefer not to go that route again.

I also noticed that you’ve uninstalled the app, which I completely understand — reading your previous messages, I can tell you were very patient throughout this process, and even in your review, you still mentioned some positive things about Trustoo. That honestly means a lot to me, and it shows what kind of person you are — fair, patient, and constructive. It’s really sad for me and our team to lose such a user.

Even if it might be too late to win you back, I still want to express my sincere apology. I’d like to offer a small gesture — I can credit back the amount you paid for your Starter plan directly to your account. This credit can be used to offset any future billing. Since the payment hasn’t been processed through Shopify yet, a direct refund isn’t possible on our end, but this method ensures you don’t lose anything. Would that be acceptable for you?

I truly hope you can give me a chance to make things right. If I had known about your case earlier, I would have personally coordinated everything for you until it was solved. I’ve also sent you a separate email from joey.wen@channelwill.net in case Shopify’s review reply doesn’t reach you — you can simply reply there if that’s easier.

Thank you again for your time, and for your honesty — even though the message was tough to read, it’s something we needed to hear. I really hope to receive your reply and have the opportunity to make this right.

Warm regards,
Joey
Account Manager | Trustoo