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worked for a few days but have stopped working since. i have a big store, not sure if that's the reason.
Negatives:
1) My prices stopped showing and while support has been replying me daily, they couldnt solve the problem so they escalated it to the developer. Been 2 days, still no progress. I have a live store, what should i do?
2) Since im in their trial version, they asked me to upgrade. In their email, it is stated that if i upgrade within the next 2 days, i will get a 30% discount. The truth is, I can upgrade by the end of the trial to get the same discount, which is published on your app page:
http://start.searchanise.com/shopify/?utm_source=shopify&utm_medium=app_page&utm_campaign=shopify%20app
So i'm not entirely sure if i getting a good deal just by upgrading in the next 2 days
Pros: It's has fast search, but not faster than instant search+ or even comes close.
Having said that, the cost is no where near instant search+ also. Bang for your buck if you need a custom search solution but cannot afford other premium solutions like instant search+ / agolia
That being said, this an honest review and not out to bash the app developers or the people who sent their email promotions. The app did breakdown half way through trial and getting no solution in 2 days on a live store is not acceptable. Who knows what will happen next if i choose to subscribe? If a solution can be delivered, I will adjust the ratings.
Also, don't sed out emails like that mentioned in point 2. I really though i was getting a great deal until i found out that the price is the same. Bad move man.
Hello,
Thank you very much for a detailed feedback. We are sorry to see you had issues with several aspects with our app.
Your frustration is totally understandable, especially when it comes to prices not being shown. As a rule, we deal with such issues as fast as we can. Since the time when you had left the review, our team grew so now we are capable to solve our clients problems faster.
You also mentioned the 30% offer that didn't seem that profitable. We are sorry to leave a wrong impression, yet the 30% deal we offer for 2 days works for months subscriptions when the discount we have on our app page works for yearly subscriptions only.
We know you stopped using our app due to the issues you faced. Still, we'd like to say that we are always glad to see you back so you can have a better experience with Smart Search & Filter.
All the best,
Searchanise team
They did something to my store and haven't fixed it yet. Product pics don't come up properly on collection pages and there is still weird lines in between products which I told them to fix but no update. They keep sending automated messages and close the ticket. It's not acceptable.
Hello,
Thanks a lot for your feedback. We are sorry that the issue with the borders has influenced your store. It happened because of the latest update that added a new setting for changing the product tile borders color. We know what was the cause and will not let it happen again.
Also, as far as we can see, one of our support agents has already helped you to fix the issue and the borders are not displayed in your store anymore.
As for the ticket itself, it was closed automatically in 4 days after one of our agents responded, as we didn't receive any further replies from you in that ticket. We apologize for these inconveniences. Please also note that you can re-open any of your tickets by replying to them at any time.
If there is anything else we can do, please message us at feedback@searchanise.io, we are always here to help you.
Best regards,
Searchanise team
I have been using this app for a while. A load of configurable features but very unreliable indexing. All of a sudden collections stop showing products that hundreds of products. No way someone can run a store with this App. Complete waste of time and money. And not a very good customer service either, If I am facing major issues one more time, I will cancel, raise it with Shopify and do whatever needed to get my money back. Please stay away from this App.
We are really sorry to hear that you have faced such issues with indexation. The team is investigating this problem and will try to find the best solution to fix it. We will keep following up with you via our current email thread.
“Extremely disappointed with Searchanise. During our busiest day of the year, the app went down, costing us hundreds of orders. We invested heavily in ads, email campaigns, and promotions, all wasted because of their failure. No proactive communication or adequate resolution. If you value reliability, think twice before using this service.” In conclusion a really unreliable app.
Hello,
We are very sorry to see our issue affected your store and your sales! As we analyzed, our developers fixed it 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%.
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 to make 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 one of the Searchanise customers. We truly appreciate it! We will do all we can to improve our service 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 have been facing some currency issues and trying to contact the team but not getting any response. This is quite a critical issue that needs to be resolved but help support is quite poor.
Hello,
Thank you for leaving your feedback. We are very sorry you didn't receive our reply. As we investigated, the email address you initially contacted us with was incorrect. This is most likely the reason why there was no response from us.
As you took a chance and contacted us again, we replied to the second email. This time, we double-checked the email address but unfortunately, we didn't get any reply from you.
However, if you could only give our app a second chance we would be happy to help you with any difficulties. Just email us at feedback@searchanise.io and we will find a solution.
Let's stay in touch via email!
Best wishes,
Searchanise team
App is down and there is no immediate help or support. None of my collection pages are loading which I have ads going to.
Hello,
Thank you for sharing your feedback with us. We are deeply sorry for the trouble you had to go through.
We experienced a technical issue and the team was alerted with a delay. Surely, the issue was fixed and now the app works well.
The whole team is now hard at work on improving the monitoring system and internal processes to prevent possible issues and make sure the performance stays stable.
As far as I see, the app now works without any issues in your store, but if you need our help with anything, don't hesitate to contact us at feedback@searchanise.com.
Searchanise team
VERY BAD SERVICE, Dont use this app, They are not replying to our emails for many days, we asked for some changes to the filters in our store, They Messed up our website, we are asking them to fix the issues and no respond. NEVER NEVER INSTALL THIS APP.
Hello,
Thank you for your feedback. We are sorry to hear that we made such an impression on you and it's breaking our hearts to see you disappointed with our support. It seems that there was some misunderstanding. We have only made the same changes that were made in the unpublished theme for the live one, as per your request. We also notified you about it both via email and in the chat, and provided an instruction for reverting the changes.
As for now, all the changes have been reverted and the collection pages are powered by the theme again. Please let us know if you still have any difficulties and we will do our best to fix everything.
It would also be great if you could let us know the ID numbers of the tickets you already have in your email, so we could check why we missed them and avoid this issue in the future.
Best regards,
Searchanise team
App has broken on our live website, very slow response time via email. No live chat service. Very disappointed, as the app had been performing really well.
No live support and huge loss in revenue from our website not showing any products
Hello,
Thank you for pointing the issue out. I'm sorry that our service disappointed you. It's true, we do not offer live chat support right now, but we do treat urgent requests with top priority. Right now our team is working on the issue you submitted and we will follow up with you shortly within our current email thread.
Searchanise team
The app has so many bugs. Customer support has no idea how to fix issues which generic response. They charge a premium for an app that is not premium. The app has completely stopped working on my website and I have no idea why. They're say they are sorry in response to this review, a generic response rather than fixing important issues.
Thank you for your review. We are extremely sad to see you had such a disappointing experience with our app!
We indeed currently have a bug related to Draft products in our system which affects your store and we can assure you our team is currently working on it. The last thing we want is for our responses to leave an impression of generic ones. We are truly sorry we made you feel like we do not look into your case individually. We promise to do better!
As for the app not working in your store for a period of time, as we see we addressed this problem via email too and we hope the solution we implemented helps you!
Thank you again for your honest feedback and for staying with us! We sincerely appreciate it and will fix the bug as soon as we can.
Best wishes,
Searchanise team
**UPDATE***
Second critical outage during a month end promotion. All our collections are broken at the moment.
Cannot access the admin to contact support. Major ad spending and promotions driving people to the store and they cannot view collections.
This is unacceptable and damaging to our business.
We are very sorry to see the recent downtime made you change your rating! We can imagine how stressful it was.
Unfortunately, we did face technical difficulties that impacted a small portion of our infrastructure. These issues arose due to problems within the datacenter of our hosting provider, leading to partial or complete unavailability of our search services for our clients during the incident: 5% experienced slowdown of the search, 3% experienced short (less than 30 min) app unavailability and 1% experienced prolonged unavailability of our services.
In such situations, our system automatically switches to the default Shopify search and collections display to ensure your store remains operational. As we see, this mechanism didn't work in your store. This is unexpected behavior and we will perform throughout tests on our side on this matter. Thank you for your feedback!
We are also actively enhancing our infrastructure to minimize potential downtime in the event of unforeseen issues. We're eager to make our service a lot more stable for you!
As for the financial losses, we're currently discussing the potential resolution to this with you via email. We hope to hear from you soon.
Thank you for staying with us despite these temporary issues! We will work on them and your feedback is always welcome.
Best wishes,
Searchanise team