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HORRRRIBLE DO NOT USE!!!!!!!
I recently opened up a new store and integrated SKUIQ to sync my Shopify and Square register, but in being so swamped I was not able to give it a go right away.
Now 2 months later - I PAID FOR A YEARLY SUBSCRIPTION, I am being told their "terms" are only 30 days and no refunds....ummmm excuse me? How can you not refund someone that just paid $600 CAN for the year and could not even use it.
Brutal customer service, my inventory does not sync...
Another thing that it says in their terms is that just by using a credit card to pay you agree to them....again ummmmm?? Pretty fraudulent to me, I have put in a claim with my bank, but who knows
Thank you for your feedback.
Our standard policy includes a 30-day free trial and a 30-day window for refunds from the start of a paid subscription. However, we do make exceptions for technical issues. We encourage you to contact our support team, explaining any challenges you've faced so we can work together toward a satisfactory resolution.
Regarding your mention of a chargeback claim with your bank, please note that once a dispute is initiated, it is handled by the banks, and we are unable to issue refunds directly. Nevertheless, we are more than willing to collaborate with you to address your concerns and resolve any issues you may have encountered.
Feel free to reach out to our customer support team at support@skuiq.com, and we'll be happy to assist in finding a solution.
This is by far the worst app, I cant get anyone to return my calls or emails. my sales arent going to my shop i have reached out several times and no help but rest assure when i downloaded the app they called and was more than happy to help but issues arise and all of a sudden nothing
We're sorry to hear about your frustrating experience, and we're truly sorry for the difficulties you've experienced. Your feedback is valuable to us, and we want to ensure that your concerns are addressed. We appreciate your patience and will do our best to improve your experience with our app. Thank you for bringing this to our attention. We understand the importance of reliable support and efficient service, and we will find out why you were unable to receive support and address it promptly for you, and also for future users. Your feedback is essential, and we're committed to improving our service based on your valuable input. Thank you for your patience.
We started with SKU IQ since they were the only game in town at the time for TTS.
From the first interaction, we couldn't wait to switch off of SKU IQ. Initially we had questions about billing -- customer service talked down to us as if their extremely confusing pricing/billing page was our fault.
They make it difficult to cancel. It's a multi-day process, so make sure you're trying to cancel well before your renewal date, otherwise they will refer to their terms of being non-refundable, rather than doing the right thing.
PS -- The reviews here are incentivized (they offer $25 in exchange for a review), which I'm pretty sure is against Shopify TOS. I'm assuming that's where a lot of 5 stars are coming from.
We appreciate your feedback and would like to address your concerns about your experience with SKU IQ. Your insights are crucial to our ongoing commitment to improving our service.
First and foremost, we want to express our regret that you felt our team talked down to you during your interactions. We genuinely strive to provide a helpful and accommodating customer experience, and it is never our intention to make you or anyone else feel otherwise.
Additionally, we're sorry to hear that you found our pricing and billing page confusing. Your feedback on this is extremely valuable to us, and we have already taken steps to ensure that it is reviewed and improved by our team.
We understand that the cancellation process can be frustrating, and we appreciate your patience. We do follow up with cancellation requests in order to gain insights into why customers decide to leave. This helps us continuously enhance both our software and the overall customer experience. Rest assured, we always honor the original cancellation request date, and if any charges occur between the first request and when the cancellation is processed, we consistently issue refunds as a courtesy, as our aim is to be fair and customer-centric.
We genuinely understand your initial frustration, and we apologize for any inconvenience you may have experienced. Your feedback is invaluable in our ongoing efforts to enhance our service and provide an improved experience for all of our customers. If you have any further concerns or questions, please feel free to reach out to our customer support team, and we will be more than happy to assist you. Your feedback helps us to grow and improve, and we thank you for bringing these issues to our attention.
the app and SKU's website crashed 20 minutes after paying for a yearly subscription. The site hasn't worked all weekend and there's no way to contact any support as their site is down, all is says it "check the logs"
We have been made aware of the recent downtime over the weekend, and we sincerely apologize for any disruption it may have caused. Our technical team has confirmed that the site and app are both running as expected currently.
Regarding your concern about reaching our support team, we do offer support during our regular business hours, which are Monday through Friday from 8 am to 4 pm Mountain time. Requests opened during the weekend will be responded to promptly on Monday. We are actively working on improving our support options to better assist our customers in such situations. We currently offer support via live chat, callback voicemail, and email.
Thank you for choosing SKU IQ, one of our support representatives should be reaching out to you shortly to ensure that things are working properly for your account.
In order to delete this app you have to submit a cancellation request so I did that because the app started charging me and I wasn’t even able to use it. The app was “down” according to support when I tried to set it up.
Upon asking for a refund for my Shopify bill charge they told me I had to go to Shopify. Shopify told me no sku iq has to give the refund so I went back to sku iq.
Sku iq then told me the same thing, they can’t issue the refund. I sent a screenshot of the email from Shopify to which they then asked for my bill with the charge. I sent it to them and they then said I’m past the 30 day refund period. I emailed support well over a month ago to make sure it was cancelled and to get a refund. The billing cycle was July 4th when the charge was put on. I reached out to their online chat with no response so I then emailed and was told to fill out the cancellation request on 7/18. Now 8/24 they say it’s too late to be refunded and they don’t have access to my Shopify billing.
Use the other app that syncs to Tiktok instead. This is the worst experience with a Shopify app I’ve had in the 5 years I’ve been using Shopify.
I was also told to submit a cancellation request multiple times within our email thread and I already did, so they must not even keep track of anything.
June 26th they sent an email stating their “dashboard issue was resolved” so how can they charge people for an app that wasn’t working?
Refund issued.
Because your purchase was made though Shopify, SKU IQ did not have your credit card information on file, which complicated the refund process. However, we are glad you coordinated with our support team to ultimately get things resolved.
We understand it was a frustrating experience for you and sincerely apologize for any inconvenience caused. If there's anything further we can do to assist you or address any remaining issues, please don't hesitate to reach out.
UPDATE: We have issued a gift card to you in order to compensate for both the inconvenience and the charges that happened outside of our control. We hope this at least somewhat makes up for the poor experience and hope to continue to serve your business in the future should the need arise!
Unable to sync tracking back to TikTok Shop from Shopify after fulfilling orders. I've chatted and emailed back and forth with the support team for over a month with no solution. I feel like if I'm not the one emailing/asking for answers, I get nowhere. Could be a great product but support is lacking.
First and foremost, we'd like to express our sincere apologies for the inconvenience you've experienced with our support and syncing issue between TikTok Shop and Shopify. We truly appreciate your patience and understanding during this time.
We understand the frustration you've encountered and want to assure you that your concerns have not fallen on deaf ears. Our support and developer teams have been actively investigating your issue since your initial contact, and we are committed to finding a solution that will resolve the syncing problem once and for all.
We understand that the back-and-forth communication has been less than ideal, and we want to make it right. Rest assured, we are making improvements to our support process to ensure a smoother and more efficient experience for our valued users. Your feedback is invaluable to us, and it has already prompted important changes within our support infrastructure.
Our development team is currently working diligently to identify and rectify the root cause of the syncing issue between TikTok Shop and Shopify. While complex technical issues can take time to resolve, please know that we are fully committed to providing you with a working solution as soon as possible.
Your satisfaction is our top priority, and we are fully committed to making this right for you. We will keep you updated on the progress of our investigation and the steps we are taking to resolve the syncing problem.
I paid close to $900, issues since the get go. Items not syncing, fulfillment orders not showing on orders. Multiple emails and no responses until multiple attempts. I requested they close my account entirely in less than a month after I paid and never received any form of reimbursement back.
We apologize for the challenges with SKU IQ and appreciate your patience. We've opened a case on your behalf to validate the cancellation date for the refund process. The reason a refund wasn't issued earlier is that no request was made. Refunds are not automatic, and our staff needs a formal request before a refund ticket is generated. Our policy does allow for a money back period, and so long as the cancellation was requested during that time, the refund should be approved.
We are sorry to hear you encountered syncing issues during your time using SKU IQ and hope our team was able to address your concerns promptly.
Thank you for bringing this to our attention, and we appreciate your understanding as we work to rectify the situation.
I do not recommend this app to new sellers. The app itself wasn't user friendly, but the main reason why I'm giving one star is because it's been almost a week since I contacted customer service to cancel my subscription. There is no "Cancel Plan" button available in my account so I emailed customer service to have them cancel plan manually as I no longer need it for my TikTok shop. They asked me to fill out a form which I did and explain the reason for my cancelation. A few days passed, they still have not cancel my plan as requested. They kept asking me for my feedback which I provided initially. The cancelation process is a pain in the ass.
Account cancellation: confirmed
We apologize for the delay you encountered in canceling your subscription. However, we can confirm that your account has been cancelled and that no additional charges were made, or will be made, to your account.
We understand the importance of a seamless cancellation process, and we will take your comments into account as we work to improve our services and support.
Terrible experience with this app so far. I tried integrating Tiktok Shop with Shopify; it did not work properly as our orders are not syncing. I tried to get support via Live Chat today. The support rep wasn’t able to help me. They asked me to schedule a call. I scheduled the call and of course nobody from SKU IQ joined it. The support from SKUIQ is terrible! Can someone please help me??
We sincerely apologize for the frustrating experience you've had with SKU IQ so far. We truly understand the importance of a seamless integration between TikTok Shop and Shopify, and we're committed to resolving the issues you've encountered promptly.
Regarding the scheduled call, we're genuinely sorry that there was no representative from SKU IQ available at the appointed time. Our onboarding team has since reached out and reports to have gotten you set up successfully. This was certainly not our intention, and we're currently investigating the issue to ensure that such situations do not occur in the future.
Your satisfaction is of utmost importance to us, and we are committed to making your experience with SKU IQ a positive one. Thank you for bringing these concerns to our attention, and we appreciate your patience as we work towards a solution.
inventory didnt sync so i made an call two weeks out as that was the soonest available. No one showed up and to reschedule a call was another 2 weeks out... Emailed back the company twice and no response. Decided not to use their service after that experience. All i needed was to know WHY my inventory on shopify wouldnt sync to up.
We appreciate your feedback and want to extend our sincere apologies for any inconvenience you may have experienced during your recent interaction with SKU IQ. Your input is invaluable to us as it helps us continuously improve our services.
We've thoroughly reviewed the circumstances surrounding your experience and would like to provide some clarity on the situation:
1. Scheduling and Technical Issue: We understand that you had a meeting scheduled for September 12th, and there might have been a prior rescheduling. On the scheduled day, there was an unfortunate delay due to technical issues on our end, which resulted in the agent being late to the meeting. We deeply regret this inconvenience and appreciate your patience in reconnecting with us.
2. Successful Onboarding: We are pleased to know that your meeting with our agent eventually took place, and we're glad to hear that the onboarding discussion was successful. Your account is indeed working properly, and items are syncing as expected.
3. TikTok Approval Process: It's important to note that the delay you're experiencing with your listings on TikTok is due to a requirement for TikTok approval in certain restricted categories. Our team informed you about this during the onboarding session, as it is a necessary step that falls outside of SKU IQ's control. We are here to assist you throughout this process and ensure a smooth transition once you receive approval. We are more than willing to extend your trial period to accommodate the delays caused by the TikTok approval process and to give you ample time to fully explore our services. Please let our team know if you would like to take us up on that offer.
4. Communication: We are committed to providing timely and helpful support. It's surprising to hear that you didn't receive our email responses, as we have been actively communicating with you via email. We apologize if there were any lapses in our responses, and we will investigate this matter to ensure it doesn't happen again.
Once again, we apologize for any frustration you may have experienced, and we appreciate your feedback, as it helps us refine our processes to better serve our customers. Our team is actively working with your account and we will do our best to provide you with a more positive experience going forward!