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On 21 Jul the search engine was down and stopped working. There was no notification on the downtime and our web store was not showing the intended search results. Our conversions were affected because customers could not find what they want. Today we realised the search results were not showing a complete listing and we had no idea how long the error has been going on for. Several important SKUs were missing from the search results page although the search query keywords were consistently included in the product titles. Our conversions were affected and we're still waiting for a response as we speak. These episodes of downtime have clearly shown that the app is unreliable. I would not recommend using it as the risks are too high.
Hello,
Thank you for your feedback.
We are very sorry for the issue and we take responsibility for it. In the reply to your email, we did our best to explain why this problem happened in the first place. In short, our inner price conversion processes caused a heavy load on our indexation. Of course, it's not an excuse in that situation but we wanted to keep you posted on what was going on.
As we remember, the issue was fixed with a re-indexation and we advised you to set up automatic re-indexation in your store. Recently, we checked your store and noticed that you indeed set up the automatic re-indexation like we advised. Glad to see that!
As we see, our widgets work properly in your store at the moment. Still, if you have any other questions on this matter, feel free to contact us via email. We are always ready to help with any problems or queries related to our app.
Best wishes,
Searchanise team
Was working well then they changed their pricing to charge for all out of stock products which don't even show up in the search results which is a joke so had to delete the app after years of great results
Hello.
It appears that there has been some kind of misunderstanding. The pricing changes haven't affected what products our app indexes, i.e., what products are counted towards the catalog size supported by subscription plans. Out of stock products have always been searchable and counted by default.
There are several ways to exclude products from indexation, though:
1) Exclude products with specific tags as described here: https://docs.searchanise.io/hide-products-from-search-shopify/;
2) Set products to Draft;
3) Make products unavailable in Online store.
Please message us at feedback@searchanise.io about this issue. We will be glad to resolve it!
we cannot use any product app on our store because if we do, customers cannot checkout. It has been over 1 month we have been asking for help with searchanise, it takes 2-3 days to get a response, when we reply its then another 2-3 days. We are having a lot of issues. Becareful which filter app you choose because it is a big job to change over. Not happy at all the worst app!!!!!!!!!! there is a new issue every single week. i hate it so much.
Edited to add, I replied to every email. You just kept saying you couldnt help.
I am still having the same issues and still no help.
Hello,
Thank you for sharing your feedback with us. We apologize for making you wait for a solution.
At the time, we had far less people in our team and we're sorry it made your experience so unpleasant! Nowadays, our team is much bigger so responses are usually sent in time.
As we see, we tried to investigate the checkout issue, yet then we asked for a few questions, we didn't receieve a reply. Of course, we hope the issue isn't present no longer, yet if it is, feel free to contact us via email so we can help.
Best wishes,
Searchanise team
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.
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