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I’ve contacted the app’s support team several times, but no one has provided me with any updates.
I also reported that there is an issue with the search results:
On the Thai homepage, searching for “Benedict” shows “Benedict Earrings”, but the product image and product page are actually for a Duffle Bag.
On the English homepage, searching for “Benedict” shows “Duffle Bag Navy”, which is completely unrelated to the keyword.
The search results are clearly incorrect, but I have not received any update from the support team.
Hello,
We are truly sorry to hear that you faced an issue with our search and weren't satisfied with our support. We looked into your case, and as we see, we recently had an active communication with you. As a result, the issue was fixed, and we also received a confirmation that everything was back to normal.
To make sure everything is indeed fixed, we contacted you via email. If there is still something to be improved, we are eager to help you!
1/5 because I uninstalled the app before my billing cycle and they didn't want to give a refund
Hi,
We are very sorry to see that you faced this confusing situation with your subscription! As we discussed via email, the charge happened after the installation due to the Shopify billing cycle. So, this charge covers the time when our app was still active in your store. Since this charge system is coming from the Shopify end, we cannot control it.
Nevertheless, we're eager to help you. Therefore, we contacted you via email regarding your refund request. In this email, we presented our offer that we hope you find beneficial for using Searchanise further. We look forward to your reply. Alternatively, you can reach out to us at feedback@searchanise.io, and we will look into it. Thank you!
Best wishes,
Searchanise team
Searchanise servers were down for one hour on BLACK FRIDAY, meaning zero products were visible on my store leading to many thousands in lost revenue. Good going guys!
Hello,
We are extremely sorry to see our recent issue affected your store and your sales, especially on Black Friday. As we see, it was fixed by our developers within an hour. Nevertheless, we have carefully examined the situation. It appears that we had a partial degradation of our search functionality which affected 7-10% of our clients. When it comes to the Overall uptime of our search, this year it was 99,975%.
Additionally, we’d like to note that when our search is not available, the Shopify default search should be active instead. When it comes to our Filters on collections feature, we currently have a so-called fallback mechanism for that: when our widget doesn’t load on a collection, a redirect to the default Search results page happens where your customers can see products found for the query of the collection title. E.g. if a collection is called Dior, your customers will be redirected to the Search results page with all the products found for the ‘Dior’ search term. In case this mechanism didn’t work for you during our issue, please let us know - we will gladly investigate it.
Still, we understand that you happened to be one of the clients affected by this issue. Therefore, we'd like to let you know that our development team already made significant improvements to our system by expanding our server resources. We also have more plans for improvement. For instance, we're considering options for making our monitoring system more advanced. It will be a complex task and we're ready to give it our time and attention so any potential issues are detected and fixed faster.
As we see, you remained our customer. Thank you for your trust! We will do all we can to make our service better for you. If you still have any questions regarding this whole situation or anything else, feel free to contact us at feedback@searchanise.io.
Best wishes,
Searchanise team
I am writing to express my dissatisfaction with the current state of support for the mobile site search issue. Furthermore, the separate issue regarding the add-to-cart function from site search has yet to be addressed.
Any help is much appreciated, please!!!!!
UPDATE 04.12.2024 The search is not fixed, and I am still waiting to receive an email from you.
Hello,
We are very sorry to see our recent issue affected your mobile search! As we see, it should be fixed by our developers already. Nevertheless, our main priority now is to examine all the details of this situation.
We just contacted you via email since we'd like to have a quick call with you to discuss this issue and how it affected your store in particular. By the way, we can cover the Add to cart issue, too. We hope we can talk to you soon!
UPDATE 04.12.2024: We assume you haven't received our emails and we're sorry to see it! It appears as though our emails end up in the Spam folder or something else happens. To ensure we can talk we sent you a new email using different contact info associated with your store. Additionally, we enabled the Live Chat feature for you. We hope we can talk to you soon!
Best wishes,
Searchanise team
The app distorts all product images on mobile. Their team won't help me. We pay hundreds of dollars a month for what?
Hello,
It's very sad to hear you faced this mobile image issue! As we informed you via email, it was caused by the theme code and our developers fixed it for you. Please let us know if you still need our assistance.
As for the fact that we didn't help, we are very sorry for not fixing it faster! At that time, we were experiencing a high load of tickets. However, we do understand that helping clients faster is crucial to any business. And we have great news: we hired more people for the customer support team and organized training activities to improve our service. Additionally, we have made our chat support available 24/7. Feel free to contact us there through our admin panel or via email at feedback@searchanise.io.
Best wishes,
Searchanise team
The tool may be really powerful but when you are trying to set up your store and get it as quickly as possible and not having to go through a a full web developers course and getting 2 masters in order to do a task it will be much better.
If you know how to code and develop this may be a tool for you if not do not even try I read so much and not success at all.
We are truly sorry the setup process turned out to be so challenging! We appreciate your feedback here. We would be happy to receive more details from you on the app areas we can improve. It's always welcome!
By the way, we are eager to help you with all your questions. Our support team is always here for you and we also communicate with our developers daily when assistance requires more technical input. So, if you are ready to give us another shot, please contact us at feedback@searchanise.io
Best wishes,
Searchanise team
thought this was a pretty decent app, until i realized that the search is leaving out half my products. when i search frying pan, and it doesnt show fry pan, that is rough
We’re very sorry to hear about the issues you’re experiencing with the search functionality. Ensuring accurate search results is important to us. Please reach out to our support team so we can investigate and resolve this for you as quickly as possible.
Best regards,
Searchanise team
AVOID!
Unsatisfactory experience.
The quality of this app has significantly declined. Over the last four months, it has experienced downtime on four separate occasions, totaling approximately 24 hours. During these periods, access to collection pages is impossible, effectively halting any sales. Regrettably, there has been no communication from the service team in the form of updates or apologies during these downtimes.
I would advise against relying on this app for your site, as its inconsistent performance and lack of support could lead to considerable financial losses. It's best to steer clear.
Estimated losses just this year 30k + from this app.
Don't answer phone number
Doesn't reply to emails
Turns chat off when down
We are sincerely sorry to see your experience with our app was so disappointing! The downtime is a serious issue and we understand why it makes you so frustrated.
Right after the issue was fixed, our developers started the investigation process to figure out what exactly went wrong and how we could avoid it in the future. See, in such situations, our system automatically switches to the default Shopify search and collections display to ensure your store remains operational. As we understand, you also experienced complete unavailability of search results and collections, just like some of our other clients. This is unexpected behavior and we are currently running the test to see why it happened.
As for communication with support, we have checked your ticket and see that you have received an initial answer in 13 minutes. The chat functionality in your admin panel appears to be working and as far as we know, it wasn't turned off during the technical downtime. As for the phone support, we indeed see that we didn't reply and we apologize for that! We will work on it so we don't miss any calls or so we call you back in the shortest time.
We also left you a reply via email to discuss the potential resolution to the issue with financial losses. We look forward to hearing from you.
Best wishes,
Searchanise team
Said "free trial" but once I installed it, my account was suspended and said I wasn't eligible. Won't be recommending or using this based on this immediate negative experience.
Thank you for letting us know you faced an issue with our app. We are sorry to see you didn't get the chance to properly test Searchanise! As we stated in the email we sent recently, our app was installed in your store back in 2020 and as the 14-day trial was used up, you didn't have it now.
It's okay because we are always eager to allow you to test our app again. We will surely add more trial days to your store so you can have a fresh understanding of what Searchanise offers. If you are ready to give us another chance, please reply to our email.
Please also remember that our support team is always here to help with trials or anything related to our app. Our email address is feedback@searchanise.io.
Best wishes,
Searchanise team
The interface is just terrible and needs a lot of custom CSS work done to make it look OK. The way they have setup the customization means we end up with a lot of CSS code loading on each page. The style sheet structure is not done professionally. There is almost half a page of code loaded for each product in the search result. For example if you change the color for the price in the search result, it will add a style="color:black;" to EVERY product in the search result. No way to change the font size other than overwriting the CSS which has zero documentations available at the moment.
This is just goes to show they have not done this correctly when it comes to user interface.
Creating filters is also cumbersome and not intuitive compared with other apps.
We couldn't find a way to enable the app only on a single theme for testing and setting up. It enables itself on all themes making it impossible to implement it on a live busy site.
Thank you for sharing your honest opinion on your experience with our app. Undoubtedly, we are very sad to see it was so unpleasant!
We understand that the initial interface can be mismatched with your desired design and we're sorry to know that the customizing options we offer weren't enough. You have a good point here and we will gladly hear more ideas from you on this matter if you choose to share them.
As for CSS code being too heavy, we looked into this issue and couldn't detect it from our end: when we changed the color of prices first with our admin panel settings and then with custom CSS, it didn't end up adding the same code to every product. We would happily look into this problem for you, by the way, because we really do not want you to deal with any problems of this kind.
When it comes to filters, we are sorry to see the process wasn't easy! Again, your ideas would be highly valuable for us because you might notice some things that our eye doesn't catch.
It's all up to you, yet if you consider giving us another chance, we promise to help you as much as can during the whole setup process. One of our agents already reached out to you and shared our guides on CSS and disabling our app in specific themes. We are ready to answer any other questions you have and look into any problems. Our goal is to be there for our clients so please get back to us via email at feedback@searchanise.io and we will do all we can to help you.
Best wishes,
Searchanise team
