Trustoo Product Reviews App

Dear Lumenest,

This is Joey, account manager from the Trustoo Team. I want to sincerely apologize for the poor experience you had with our support over the weekend. After reviewing your case, I found that our specialist Pia responded much later than expected and did not provide the proper explanation you deserved, also lack the professionalism required when handling your issue afterwards. This was not up to our standards.

Please be assured that we take your feedback very seriously. We have already issued a formal warning letter to the specialist involved and are reinforcing training with the team to prevent this from happening again. And because your feedback is very valuable to us, I still wanted to explain to you personally.

First, regarding the delayed response: our team actually has a strict standard that the first reply must be within 1 minute. Unfortunately, Pia only replied after almost 30 minutes, which is absolutely unacceptable. I asked her the reason about this, although she faced unexpected connectivity issues due to a severe storm in her area, this does not excuse the lack of timely communication and the oversight in properly checking your request. She should have at least explained the situation and apologized right away, and helped with your request more carefully to make up for the delay responding — failing to do so only made the experience more upsetting for you. I totally understand your feelings and have since issued her a formal warning letter and will be reinforcing additional training.

Second, about your request to add star ratings in “Add to Cart”: Pia did immediately submitted your issue after finishing the conversation with you. It's just that because it came during the weekend, our development team did require a bit longer of processing time since they are not on duty, and I sincerely hope for your understanding about that. I also immediately pushed it forward the first thing this morning, and I’m glad to confirm it’s already working successfully on your store way before I sent you this email.

I completely understand your frustration — if I were in your place, I would feel the same. This experience was not representative of the service standard we aim to provide. At the same time, I do notice you’ve been using our Trustoo app for a while and that past communications have been smooth. This shows us that your dissatisfaction really comes from this particular case, not the overall product or service right, which makes it even more important for us to make things right.

To better support your business, I’d like to specially apply permanent free unlimited review display for your Shopify store. I hope one isolated mistake from a support agent won’t cloud your overall experience, since what really matters is having reviews displayed well to drive more conversions for your store right, and I truly hope we can earn back your trust. Please kindly let me know if you'd like me to proceed so that I can coordinate with the dev team and to set it up for you.

I also send you another email in case this reply didn't reach you, please do kindly let me know your thoughts, I truly wanted to make things right for you.

Best regards,
Joey
Account Manager
Trustoo Team