Reseñas (2.059)
Refinar
-
Por calificación
Really disappointing, almost laughable support team. I keep losing money and time responding to customer experience defects in the Recharge experience for gift redemption. Support team is generally lazy, lacking ownership, slow, and unresponsive. Can't tell if they don't know how to fix or perhaps care to fix the issue. My customers are rightly upset they can't redeem their gift subscription (some valued at $300+) and Recharge's response was essentially "it works some of the time but not all the time, and we can't replicate it, so we can't fix it."
If you want to be left alone to deal with the wake left behind by a bad product, use Recharge.
I’m very sorry to hear about this experience. I understand how serious and stressful this situation is, especially when it impacts your customers and revenue. This is not the level of ownership or support we strive to provide. We want to review this issue in depth and ensure the right team engages directly with you to address it properly. A senior member of our team will reach out to follow up.
Ty Bailey | VP of Services
I wish I could've accessed better support for this app. We opted to pay for the pro subscription vs the much cheaper $99 one on that basis, so we could get help with installation. 12 months in and a lot of wasted time and money later, we're cancelling the app $6k in the hole having not been able to get it working whatsoever.
Thank you for sharing this feedback. I’m sorry for the frustration you’ve experienced. It sounds like you weren’t able to get the support you were expecting, and that alone can make setup feel overwhelming. While we weren’t able to find any past conversations from your store, it’s clear something got in the way of getting help when you needed it. Our support team is always available through the in-app chat, and we’re here to guide merchants through installation whenever they reach out.
We want to understand exactly what happened. Joel Pednaud (Director of Support) is reaching out to learn where things broke down and to talk through how we can make this right.
Thank you again for being candid with us. Your experience matters and we’re committed to addressing it fully.
- Ty Bailey | VP of Services
I would not use this app. They push updates and create really critical bugs that create extremely negative experiences and then don't take accountability for it. I've had this app for 3 years and have had a number of issues. Most recently they pushed an updated and grabbed the wrong shipping profile information, accidentally charging almost 800 customers shipping on a free shipping product. Then told me it wasn't them and they weren't responsible for it/took no accountability. I had to figure out a solution to manually credit every single order and there is still not a fix. We cannot wait to change companies to one that is more reliable.
I am sorry for the stress and extra work this has caused. We should have taken ownership of helping you fix this quickly, regardless of where the charge was captured. We also should have offered practical paths to resolve hundreds of orders at once rather than pointing you back and forth. I am sorry we did not do that from the start and am ensuring that the lesson is learned.
To rectify this situation, Joel Pednaud (Director of Services) has already reached out to you, both to assist but also to get your unique perspective outside of the ticket itself.
What we have seen on our side for your current state:
• Your shipping in Recharge is configured to pull rates dynamically from Shopify when charges are created
• Shopify did not return a shipping rate for those orders
• Because no fallback rate was set, a previously saved Shopify rate was applied
To resolve this, we can:
• Provide a clean export listing every affected order and refund amount
• Help facilitate bulk credits or gift cards if refunds aren’t possible through your gateway
• Have a specialist guide you through the process until all customers are made whole
You have been a customer for years and we are grateful for your patience as we work through this together. One of our team members has followed up with you to discuss the next steps in making this right.
- Ty Bailey | VP of Services
Unreliable software.
Recharge used to work well for our store without issue, but recently we've had nothing but software bugs and hassles where our customers are charged shipping when it should be free.
You should look for a more reliable subscription management option.
I appreciate you sharing this feedback and I’m sorry for the trouble you’ve experienced. We’re reviewing the issues you described to identify what went wrong and how we can make it right. A member of our team will be in touch to help address your concerns.
Ty Bailey | VP of Services
Terrible customer support. Interface is deceptively designed and isn't user friendly. We are looking to move to Loop.
I’m sorry this has been your experience. We understand how frustrating usability and support issues can be, and this feedback is taken seriously. We would appreciate the opportunity to review your concerns and follow up directly to better understand what went wrong.
Ty Bailey | VP of Services
Title: Extremely Complex Setup, Poor Experience, and Not Worth the Cost
Review:
We had very high expectations for ReCharge when we installed it back in May. Unfortunately, the onboarding process was extremely long and unnecessarily complicated. The setup required multiple adjustments, and despite their assurance that it would be easy to implement, it turned out to be one of the most difficult and time-consuming integrations we’ve ever done on Shopify.
We ended up paying for several months without being able to use it properly — only one or two months of partial use — which represented not only a significant financial cost but also a large investment of our internal team’s time and effort.
In the end, the platform felt overly complex for the limited benefits it offered. We later switched to another subscription app (Loop), which was implemented in half the time, at a lower cost, and offered even more functionality and better support.
We are extremely disappointed with this experience and feel that the value received does not justify the cost. We strongly believe a refund should be considered given the time, effort, and resources invested without any meaningful outcome.
I’m sorry to hear about your experience. I completely understand how frustrating this must have been. This isn’t the outcome we want for our merchants. I will be working alongside my team to understand what went wrong and explore how we can make it right.
Ty Bailey | VP of Services
Avoid like the plague. Comes default with zero support options. Widget never updates when you update it - documentation tells you to contact support which you can't do unless you are on an expensive plan. Wasted hours of setup but at least I can now remember why ecomm brands avoid this product.
I’m truly sorry to hear about the frustration you experienced while setting up Recharge and trying to get support. I can assure you that Recharge Support services are available to all of our merchants via in-app chat, regardless of plan level.
Joel Pednaud (Director of Services) has reached out to you directly via email to help get this sorted. We want to make sure you’re able to connect with us easily and get your widget working properly.
We look forward to showing you the award-winning support experience that we provide. Thank you for giving us that opportunity.
Ty Bailey | VP of Services
Terrible experience trying to sunset this app. Multiple steps with little to no help or resolution.
I’m sorry to hear this was your experience while sunsetting the app. That process should be clear, and it’s unfortunate to hear that wasn’t the case. We’d like to review what happened and help bring proper closure. Ryan (Technical Support Director) has reached out to you to see how we can work to make this right.
Ty Bailey | VP of Services
So-called chat support "gathers context" and deflects to email support whenever they can, which is very inefficient and feels like false advertising of "live" chat support. Some features are half-baked such as their gifting feature, which is probably the least thought out and poorly delivered user experience I've ever come across in all my years using software. Gifted subscriptions sales are DOUBLE recorded (when gift is purchased by the buyer and then also redeemed by the recipient). They also take zero accountability for integrating well with Shopify, mostly deflecting to their documentation, again not helping solve the problems. Considering how much we pay them with their 1% charge on every dollar on top of Shopify's processing fees, it's completely not worth using Recharge. We look forward to choosing another subscriptions platform or building out our own replacement for Recharge in our tech stack as soon as possible. Recharge's cost is just not economical at any scale.
I hear your concerns and appreciate the honest feedback. We are always reviewing our pricing and service structure and your perspective is helpful in that process. I am sorry the experience has not matched your expectations.
- Ty Bailey | VP of Services
El closer de ventas me mintió me dijo que se puede hacer todo con recharge. Resultado... no se puede hacer justo lo que le expliqué en la videollamada y ahora me obligan a pagar 500$ al mes durante un año.
Una estafa, no se preocupan nada por el cliente, no puedo usar la aplicación porque no hace lo que necesito y no son capaces de anular el pago.
Que clase de términos y condiciones tienen vuestros contratos? El cliente debería ser el primero siempre.
Una vergüenza.
Thank you for sharing your feedback. We’re sorry to hear about your frustration regarding the terms of your agreement. Our team always aims to be transparent about contract details and expectations from the outset, and we understand how disappointing it can be when things don’t align with your needs.
If you haven’t already, we encourage you to reach out to your sales rep so we can review your situation together and ensure all options have been fully explored. While we’re unable to make changes outside the terms of the agreement, we’re committed to helping you get as much value as possible from your time with Recharge.
Thank you again for your feedback - it helps us continue to improve.
- Ty Bailey | VP of Services