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I wish I had consider the negative reviews to not even bother myself installing this app, I just need my money back. No one helped with anything and the ad was never running, in fact, you are all alone with no help
Hi There,
Thank you for your review, and we’re sorry to hear you had a frustrating experience with Shoelace. We appreciate you bringing this issue to our attention.
Our team noticed that you reached out for support regarding the performance of your campaigns shortly after they launched, and your concerns were addressed by one of our support team members. Our Automation plan, which you were previously on, is a self-managed tool with support from our customer service team on a ticketed basis. It includes a Retargeting journey created by the team for the customer to alter and manage. After this point, our team is there to provide advice; however, the ad management is maintained by the client.
Based on your feedback, it seems as though you were expecting someone to be proactively monitoring your account. We do have managed plans more in line with the service you mentioned, including strategy, creation, and optimization that are conducted by a dedicated Account Strategist.
If you would like the opportunity to talk through your feedback or hear more about our managed service, someone from our team would be happy to speak with you. Again, thank you for your feedback, and we hope you have a lovely day!
Cheers,
The Shoelace Team
Review Update: Got ad account banned twice in a row for using their service.
My 14 day free trial started today after I authorised an ad. Which Shoelace promptly emailed me saying my free trial will also end today. No one I can get hold of on customer support, email facebook. So I'm leaving this review in the hopes I get a response to extend my free trial to actually test the app.
Hi there 👋,
Apologies for your experience when you first installed the app - we certainly didn't intend for that to happen! Please note, the auto-email that you received with the trial start and end dates matching was indeed a glitch, and our developers are working to resolve this issue. Your full 14-day free trial in fact began once your first campaign was launched, as this error was in the email only.
It looks like you had originally contacted our us outside of our operating hours, but we're very happy to let you know our customer success team were able to reach back out to you within two hours of your initial request, sharing details about the email error as well as informing you about our extra extension of your trial. 😊
It looks like you’ve since set a campaign live (congrats! 🙌), so please do let us know if you have any questions at all on this or anything else by emailing us at support@shoelace.com.
Happy retargeting,
Team Shoelace
waited 2 weeks to get audience went from 0 to 1000 to 200
all of a sudden back to 100 and they started to Bill and said we are waiting
SCAM! Literally two seconds after my ads started running my ad account was DISABLED by facebook & I have to send info to facebook to get it verified! How ever Shoelace goes into your ad account & sets your ads up triggers something in the facebook system to shut your ad account down! Beware! I went from being 2 steps ahead to being 10 steps backwards!
Hi there,
We'd like to start off by apologizing for any inconvenience you've faced. We want to assure you that Shoelace has no connection to Facebook accounts getting banned as this is something FB does independently.
We have worked with our Facebook rep to have your account unbanned and have now refunded your subscription fee. I hope this has resolved these issues to your satisfaction and we would really appreciate it if you could update your review to reflect your experience with us.
If we can help with anything else, please reach out to us and have a wonderful day!
Regards,
Team Shoelace
Support is TERRIBLE!!! They do not answer your questions or help but are very quick to debit $80 from your account. Save your money and try a better retargeting app like RECART.
Hi there,
Thank you for being a valued Shoelace customer. We're sorry for the poor experience you had with us while attempting to register your second store with us. To clarify, your new account was not charged and has not been charged. We’re committed to working with you to resolve the billing misunderstanding and have reached out to you.
We pride ourselves on a response time of one business day and our customers' happiness is our #1 priority. Please reach out to support@shoelace.com if you have any other questions or concerns.
Team Shoelace
We feel like we got insulted from the customer service. Even though this app was explained in this advertisement that "if your store is still just getting started, we know what it takes to help get you there!", Luke answered my email saying that "Shoelace works best for customers with over $3,000 in monthly sales and over 1,000 tracked visitors every week..... Is your store currently at this size?" So if you just started and willing to pay for all the marketing tools, this app is definitely NOT the one for you.
Really Bad Experience! Did not like at all! I installed the App one week ago and the application never worked. You can't even control your ads. I don't recommend!
Can't install, I'd love to give it try. Hope they address some of the issues they are having. Seems like a great concept.
Hi there,
We'd love to get you started with Shoelace! We tried to connect with you directly but can’t find you in our system. Please reach out to us anytime at support@shoelace.com. We'd be happy to do a screenshare to help you get fully onboarded. We look forward to working with you :)
Team Shoelace
they make you sign up and ask a lot of questions and in the end the only choice they give you is paying between 75 and 1500$. At least for me it was impossible to get a trial or a demo before choosing to pay. >Very poor customer experience. I am happy to pay for a great product that creates value but that is what you should show me first... Fortunately most competitors have a much better mindset...
Hi There 👋
Sorry to hear about your experience with us so far. Please note that our Automations ($79/mo) & Journey ($499/mo) plans both come with a 14-days free trial, allowing you to test Shoelace risk-free. We do ask for a credit card during sign up but you'll not be charged if you decide not to stay with Shoelace after the trial period. We'd be happy to show you a demo. Please email us at support@shoelace.com to put something on the calendar 😊 Talk soon.