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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 We have only made the same changes that were made in the unpublished theme for the live one, as per your request.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
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
We've been with this app for over 2 years and I would rate them 4 out of 5 stars but recently they changed their pricing and cancelled our old plan was $27 and now $59 for the same thing. I guess inflation hitting hard on everything.
Hello,
Thank you very much for your feedback.
We understand that increase in prices is always not a pleasant event and sorry that we had to put you through it. As to why we had to change the prices, it was necessarily to do as it allows us keep improving the experience of our clients. Our development team puts a lot of effort adding new features and improving the old ones. Some of the big new features are new widget designs and compatibility with year/make/model apps. Currently, we are working on implementing image, voice search, and some other functionality requested by our clients.
Please also note that the pricing model that was used before had been adopted in 2013. We understand that keeping the prices steady is important and kept them the same for almost 9 years, but the time for changes has come.
Lastly, we would like to address the part about cancelling active subscriptions that you mentioned. To our regret too, it indeed has happened as it was necessary due to technical reasons. We converted your subscription into an equivalent trial one to prevent the subscription from being automatically renewed, while not cutting out the service. We have sent several notifications about this via email, added a banner to the app's admin panel, and also added information about the changes to our official site prior to this. All of this has been done out of necessity and we will do our best to avoid this practice in the future. Hope for your understanding.
If you have any questions or suggestions, please feel free to message at feedback@searchanise.io at any time. We will be glad to do all we can to help.
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.
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