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The app looked like a great solution to what I needed, but my experience has plagued me with problems. It messed up the arrangement of my collections. This was able to be fixed with forced reindexing. But then I added a new collection that showed not only the products in that collection but every single other product in my store. Again, fixed with reindexing, but why can't it just do this automatically? Now, that same collection contains no products at all. I am running around in circles and paying a small fortune for the privilege.
Hello,
Thank you for taking time to elaborate on your negative experience. We are truly sorry you faced these issues on your collection pages!
We understand that forcing re-indexation isn't always convenient when you create new collections, especially a lot of them. However, we'd like to point out that there are certain limitations in Shopify API that make it necessary for this action to be done in order for new collections to be displayed properly.
However, we took into account your opinion and we are happy to tell you that we added an option to set up the automatic re-indexation in the stores. This way there is no need for you to click it manually each time you modify the store because you can set up the automatic re-indexation by schedule. You can read more about this feature in our help portal at the link: https://docs.searchanise.io/set-up-automatic-indexation-shopify/
We really hope you’ll like it! If any questions appear feel free to contact us via email. We are always here to help you.
Best wishes,
Searchanise team
Didn't install correctly. Reached out to the developer for help. Never got a reply. Deleted the app.
Hello,
Thanks a lot for sharing your feedback with us. We are sorry to know that you were not satisfied with our service.
We worked hard to improve the response time of our support team and hope that you won’t face such difficulties in the future. Also, we checked your store and we were glad to see that you still use our app and the widgets are working fine there. We appreciate you as a client and don’t want you to be disappointed with our app. So, if any questions appear, please contact us and we will do our best to find a proper solution for you!
We wish you good sales!
Best regards,
Searchanise team
Searchanise raised the cost after I subscribed so I moved to rapidsearch. I like it better as a product, it has a stronger feature set and is priced quite a bit more competitively. Despite uninstalling the search anise app, unsubscribing from their emails, repeatedly asking them to leave me alone, and filing a support ticket to figure out why none of these steps worked they still send me unsolicited emails. Regret not exploring other alternatives before I gave these folks my email address
Hi,
Thank you very much for your feedback. Sorry to hear that you had such an experience due to us switching to the new subscription model.
We indeed can't apply discounts now and might not have been able to disable one of our automatic emails with a discount offer in time. Please accept our sincere apologies for the confusion.
Please message us at feedback@searchanise.io and provide more details about the discount you mentioned, so we could see what we can do for you instead of that discount.
outage on Black Friday is unacceptable
Hello,
We are very sorry to see our recent issue affected your store, especially on Black Friday! As we analyzed, 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 Pillowcases, your customers will be redirected to the Search results page with all the products found for the ‘Pillowcases’ search term. If this mechanism didn’t work for you during our issue, please let us know, and 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.
If you ever need help again, feel free to contact us at feedback@searchanise.io with any questions or queries. We will be there for you!
Best wishes,
Searchanise team
Not usable for complex product names + Slow support: The support takes forever and they answer with a default message stating that they have an above average number of requests to excuse themselves for it. Its been this way for a year now and it usually takes around 4-5 days to receive a reply, which is unacceptable given the size of our business.
Hello,
We appreciate your willingness to share your feedback. We are sorry we left such an unpleasant impression!
We indeed used to have problems with a hugh volumes of requests. So, we understand your frustration. Luckily, now we respond much faster and we plan to keep it up.
As we see, your recent emails were addressed in time. Feel free to contact us again with any questions or queries. We will be glad to help!
Best wishes,
Searchanise team
We added this app to our store at the beginning of November, and although this app displays a help chat time of just 7 minutes for example - you regularly have to wait 6 hours to get a response. Extremely frustrating service - when nothing can be answered quickly. Also the app does not allow you to make bulk changes easily - so making changes to a large catalogue is very time consuming. If you have a large store with multiple variants - the 'in stock' filter does not work alongside the 'size' filter - which defeats its purpose surely??
Hello!
Thank you for sharing your feedback. We are truly sorry you had such a disappointing experience with our chats! We understand how frustrating it is to wait for hours in chat which is totally not what we aim to do. The chat system we're using was quite new to us. We apologize for your bad experience.
However, we took into account your opinion and we worked hard on improving the response time of our support team both in chats and in the emails. We hope you can give our chats another shot because we will not let such delays happen again.
Regarding the bulk changes, we see your point. Clients with large catalogs indeed should have an easier way to adjust the settings and we're sorry we do not offer such functionality now. Nevertheless, it's totally on our radar and we have plans for adding this option to our admin panel. Even though we cannot say its ETA for now, yet when the feature is released, we will inform all our clients about it so please stay tuned.
If you need our help, feel free to contact us either via email at feedback@searchanise.io or in chat.
Best wishes,
Searchanise team
Poor customer service and support. the products doesn't work with two languages even it is integrated with langify.
Hello,
Thank you for sharing your feedback with us. We are really sorry to know that you have faced issues with Langify integration. Our team is now working on the issue you mentioned and we will do our best to fix it quickly. We will keep following up on this in our current email thread.
Searchanise team
Be careful to subscribe to this app yearly cause their policy is nonrefundable. We recently upgrade to the new theme and have to change a new app base on our needs, however, they refuse to refund my yearly subscription ( I am not requesting a full refund, just a portion).
This app will change your collection page, and redirect to its layout, if the page didn't load completely and visitors click the link, still will go to your theme's design, that is the reason we consider to change it. Additionally, If I don't make any mistake here, they said $19 per month is up to 1500 Products but our store only has around 250, but in the dashboard, they ask us to upgrade cause we sold over $50000. Thirdly, if you want to customize the collection or search result, it towards java, not really easy to use. This app does not work for niche stores. Finally, they did some kind of upgrade of the app and kill of all my pre-set button colors, and just send me an email with sorry. Our member has to spend another 2 hours to adjust it back.
We using this app for over 1 year and really hate to write a bad review for developers cause everybody is not easy here. However, it is time to speak something.
Hello,
Thank you for your feedback, sorry to hear that our app didn't quite suit your store.
As to your points, our annual subscriptions are indeed non-refundable. Yet, we value you as a customer and will do our best to come up with something in this case. One of our agents has already contacted you regarding this via email, we hope to hear from you.
About how our app works, it is true that it creates a new page that is used as a search results page, which uses a layout that is most probably different from the one on search results page that is used by the theme. This is, quite an obvious drawback, however, the design and layout that our app uses can be changed with the help of settings and a bit of custom code. We have articles about this on our help portal: https://docs.searchanise.io/modify-widgets-appearance/, https://docs.searchanise.io/customize-content-search-results-widget/, and some others. JavaScript modifications (and I must mention that Java is not used by our app, it is a very different language) might be required, but they are not, usually. Besides, our support team is always glad to help if you face difficulties with making our app suit your store. Apart from consultation, this includes developing the necessary code too, if possible.
The redirect to the default search results page shouldn't occur when our app is active, but if it does, it can be fixed very easily in 99.9% of cases. If you decide to give us another chance, we will do our best to fix it for you. We have also described a solution for this situation in the following article: https://docs.searchanise.io/widget-doesnt-appear-on-page-load-shopify/, it is publicly available. The described solution works pretty much always and doesn't require any coding/special knowledge, and takes minutes to implement, if needed.
Regarding the subscription pricing, we don't quite understand what you mean yet, unfortunately. You had an annual subscription that costs $151.2 a year and supports up to 5,000 products. The very same subscription is currently available to you, at least as far as we can see when we check it from our end. Subscription price also doesn't depend on how much you sell, only on how many products (their variants are not counted) there are in the store and what features you need to be available to you. Looks like there was some misunderstanding, we would be more than happy to clarify this part with you.
With all that said, it looks like the issues you've described might be fixed rather quickly. Our whole team will be glad to assist with it if you decide to try Searchanise one more time and contact our support about this (feedback@searchanise.io).
Thank you again for the feedback and for the detailed review! We will do our best to take it into account and improve our service in the future.
Best regards,
Searchanise team
We used this app for about 1-2 years, its pretty good and full of options. They've changed their pricing about 3 times, doubling ths cost most of the time. Way too costly for what it is, we are done with it. We triied to reach customer support and they have no control on it, cant help.
Hello,
Thank you very much for your feedback. Glad to hear that you have been using our app for so long and enjoyed its functionality!
Regarding the situation with pricing that you are describing, we had started using a new pricing model recently, and prices for some plans indeed have been raised. We kept the pricing the same for over 9 years, but our app has changed quite a lot after all these years, so we had to make changes to the subscription plans eventually.
I also must say that we have changed our prices only once, it has never happened before. As far as I understand, you are also referring to the situation when your discount had expired, about which you reached out to us about 5 months ago. In the email with the offer of this discount it was stated that this discount only lasts for 1 year, which it did.
We have sent you a message about the pricing for your store at jpvachon1@gmail.com a few days ago. If you don't see it in the inbox, please check the spam folder or message us at feedback@searchanise.io. We will be more than happy to find a solution for you and answer any questions if they arise.
Have a nice day!
A really disappointing experience from start to finish. During a routine speed audit, our web agency discovered that Searchanise was causing our Shopify store to run much slower than it should, so we uninstalled the app and contacted the developer to request a refund of our annual subscription. Several days later, there’s been no reply whatsoever from Searchanise. Poor performance and poor customer service - the worst of all worlds!
Hello,
Thanks a lot for sharing feedback with us. We are sorry to know that we have made such an impression on you.
Unfortunately, our support team has been overwhelmed lately. We are terribly sorry that we had to make you wait. Anyway, we did our best to improve the response time of our support team and we hope that such delays won’t appear again.
Regarding the issue with store speed, all the Searchanise scripts are loaded asynchronously, so it shouldn't affect overall performance. However, if you face any difficulties with that again, please let us know. Our whole team will be happy to find a solution for you.
Best regards,
Searchanise team.