Trustoo.io Product 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

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