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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
We have been using this app for almost two years now and it has been going well. I love the amount of customizability of the app. You can change the color of just about everything and with custom HTML and CSS we can make it look even better. Their support is great and has helped with all of the custom code we added. There are a lot of features so it does take a little bit to get the app dialed in and working the way you want it to. The only bad thing about the app is how much work it takes to make it perfect, and even after that to keep it working you should try and spend a little bit each week to keep it running well. Overall It is a great app and would recommend
Hello,
Thank you very much for such a detailed review, your feedback is very helpful!
Regarding the part about keeping the app running well, could you please message us at feedback@searchanise.io and elaborate a bit more? We would be more than happy to improve your experience further as much as possible and look into any suggestions you might have.
Have a nice day!
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
Great search feature, top notch!
As far as Shopify apps go, this is a good one. They have especially fast and helpful customer support, as well. There's room for improvement, but this is definitely in the upper echelon of apps.
Great search app and fast reply from support.
This is a very valuable app! The instant search (suggestions) and search results functions have dramatically improved my site. It's perfect for part numbers and a variety of search terms/product descriptions.
**Customer service was also very quick (within 12 hours or less) in responding to questions/support.
I have this implemented with custom filters and it seems to be doing the job on indexing and everything I need. I am going to explore the other amenities and features that come with this tool as well. So far, so good. I am pleased with what they have to offer.
**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
Great app, thanks easy and very functionality in the store!!!