Sherpas: Smart SEO

Hi Charlotte,

This is Milen from Smart SEO. I am not sure what happened and what you mean by disabling the app. I checked at the time we got this review and we did not have any outages or anything that might be related to the issue on your end. But whatever the problem is I am sure we can fix it in a matter of minutes. Unfortunately we were not able to get in touch with you. If you are reading this please get in touch with us and we will get everything up and running and much more to compensate you for any frustration you might have had with the app. Issues do arise sometimes and I am sorry that you had one but if you give us a chance to resolve it and to compensate you I can assure you will have a much better website in terms of SEO.

I hope to hear from you!

Hi Dzimitry,

We did debug your homepage, theme and apps and got your homepage speed from a sad 47 on mobile to 87 and 99 on desktop in just two days. Obviously you have been working on your website and your score is now 81, as I can see a few new errors, but 81 is still almost double 47. On top of that we did send you a message on Friday that we will get your page speed above 90 just that we need some more time. And you left your review on Sunday, obviously frustrated that we haven't done this over the weekend. Let me mention to all readers, that the work we did and were going to do was for free.

So to answer your review: We are professionals, and we are one of the best in our field. But most importantly we try to help merchants even when we are not going to make a penny out of it. We do it for our good name and the reviews here are a testimony to this.

Hi Ingrid,

Your support messages were received during the night because you are in Australia and we are in Europe. Our support staff replied first thing in the morning to your questions. Nowhere you mentioned an overpayment, you just said that you do not understand what the app is doing and that you want a refund. In any case an overpayment is not possible because all billing goes through Shopify. So our support replied that you will be refunded and then took the matter to Shopify because it was only $0.46 that we had to refund and for some reason we could not do it from our dashboard. I guess because it was less than a $1. And while the discussion with Shopify was unfolding you left us a 1-star review. Since then I have sent you several messages and tried to call you to explain that these $0.46 will be refunded. I did also mention that we can help with anything you do not understand about SEO, and for free. But you just ignored my messages. I believe this is highly unprofessional and that it's not us who deserve the bad review in this situation.

Anyway, bottom line is your $0.46 has been refunded and now that we are 100% certain that you are just ignoring us, rather than us not being able to get in touch with you, you will not be "harassed" by our team anymore.

Good luck with your business!

Hi James,

Please note that the best way to uninstall the app is to go to the Setup page and press the Remove Integration button. This is what we advised you do when you asked us for help. You would not have been charged $4.99 because you have already gone into a billing cycle. And in the unlikely situation that this billing cycle ended the minuted you installed the app again we would have refunded the charge.

Still you went on to manually delete the app and broke your website. Now we would have fixed that was it not for the weekend. Your tickets arrived late Friday night. Please note that we sometimes provide support over the weekends but in general cannot afford to do so for an app which is generating less than a developer's salary. And this support case was indeed answered by us.

Given all this I believe you review is completely unjustified, first of all because it wasn't us who broke your website obviously, second because we gave you a solution and third because in the prospect of paying $4.99 which would not have happened with 100% certainty you chose to risk your sales over the weekend and then blame us for this.

I am sorry I have to be so direct but given all the hard work we have put into this app and the fact that we have been answering more than 30 support requests every day for the past two years I feel that this review is doing us great injustice!

The original review was as follows:

"Crap! Why there so much crap, no need for that bulshit... You need to be able to automate everything with tokens..."

But what Shopify did is to remove the profanity from the review to make it more legit in other words protect and legitimize an otherwise dodgy merchant.

To Shopify I would like to say:

Way to go Shopify! You are the ones that deserve a bad review here and I would have given you one but we are your partners and unlike you we will act as one. Next time please take into account that your partners are as valuable as your merchants, if not more valuable and do support them.

To the merchant I would like to say:

The profanity in your review speaks about a person who is unfit to do business and therefore I believe that people visiting your website should know this. And we as an SEO company will make sure that they do.