Ards Animal Health
Don't like giving bad reviews but fed up with time wasted installing apps that don't work. Such a shame; it seems to be a good app but...
Hangs during installation. I tried on Firefox and Edge. After trying twice to install - uninstalling and reinstalling, I gave up after 15 minutes waiting for it to finish installing. I think it got to the part where they retrieve my customer personal data for their records. (Hopefully, they'll delete that data as per the shopify agreement to delete within 48 hours of uninstalling app).
I tried contacting their support but you need to book an appointment, according to their welcome email.
I received an email from them welcoming me the app and then mentions it is a 14 day trial but the blurb on the shopify app store says there's a free plan which, is conflicting.
Dear Store Owner,
I am a tad disappointed in reading this review because we give serious attention to our customer service and have a full-time team available on live chat to assist store owners. I want to address your concerns here as our attempts to reach out to you have failed.
I gave up after 15 minutes waiting for it to finish installing - We sync data from Shopify stores and depending on the volume of data it might take a bit of time, but the app is usable after syncing in 250 items on the store.
I think it got to the part where they retrieve my customer's personal data for their records. - We never sync customer data, in fact, we do not even ask that data when requesting permission from you. I hope you can correct this statement
I tried contacting their support but you need to book an appointment, according to their welcome email. - The support is available almost full time via chat on our app and website. The book an appointment is free of cost service for merchants who want our services to setup Sparq for their stores and need help on that.
I received an email from them welcoming me the app and then mentions it is a 14-day trial but the blurb on the Shopify app store says there's a free plan which, is conflicting. - The 14-day trial is for our enterprise features which you can use free of cost during the trial. After 14 days, you can choose to downgrade to a Free plan or any paid plan as per your usage
I would have accepted your 1-star rating if you had given us a chance to serve and we failed you, but it seems like this rating is actually a culmination of other non-performing apps.
I hope you seriously consider updating your review because as a serious app developer, ratings are the only way for us to have better discoverability.
If you get a second chance to install the app, please do and drop us an email at email@example.com and we shall make sure this time your experience is better than last time
App keeps lagging and freezing. Do not recommend. Customer service has a pushy aggressive approach to marketing as well. Too little customizations, and where there are customizations they lack simplicity.
No, I won't remove my review.
At the onset, I am sorry that we couldn't live up to your expectations. I also want to take this opportunity to address your feedback constructively.
I am sorry that you faced speed issues with our Shopify backend app and will work on it to improve for your location.
I am concerned if my customer support team came out as "pushy and possibly marketing" to you. I want to assure that the only intent is to be friendly and helpful to our clients. We provide onboarding services to all of our clients to help them use Sparq to best during the trial period which helps them understand the value we bring. This service is currently free of cost to all of our customers to make it easier for them to get on-board. I feel this probably could have created confusion for you that we are being pushy though the intent is to help you on-board easier.
Lastly, about the lack of features or simplicity of features, I partially agree about those. We are a growing product and definitely have a long way to go until we have all the bells and whistles. Despite that, we bring a lot of powerful features such as extremely fast search experience (under 50ms response time), Smart Dynamic Filters, Synonyms, etc which can be configured both from front-end and back-end (via customer support)
I hope we can work again sometime and get a chance to improve on this experience,