Recharge Subscriptions

Customer support is extremely difficult and does not provide a valid solution or answer any follow-up questions regarding the issues we are facing. While the supports response time is good the issue is with the content as the issue is not resolved and is affecting the bottom line of the business. The email thread with the support is a mile long and we have still not been able to get a meaningful solution or any feedback of proposed time to resolution. Being a SaaS solution there is no escalation option in a traditional sense to a process business owner that would take our issue seriously.

The communication and customer service experience were extremely disappointing. I received only one email notifying me of a steep price increase to $99 per month. When I contacted Customer Service about being overcharged, they showed little concern for my dissatisfaction, even though the initial notification email had ended up in my spam folder. It's surprising that Recharge wasn't more proactive in communicating such significant pricing changes. A banner pop-up or multiple communication channels would have been more effective in ensuring customers were aware of the new pricing. Overall, a disappointing experience.

Massively increased their prices! I am only a small coffee roastery. Went from paying about $2 a month based on how much I was selling to over $100 per month!

I was given some warning to be fair, but it takes a while to update your web site.

Plenty of other subscription services that don't charge the little guys anywhere near this (most are free to a point), so will be switching over ASAP!

The Recharge services my shopify store uses are ONLY automated services, and for years they only charged ~$40/month. In 2024 they have bumped it up almost $100 MORE a month for same AUTOMATED services. Holding their customers hostage as migrating to another program would be timely and annoyingly difficult.

Would not use again. Changed their billing cycles without informing customers. (They did say they sent emails but I had not received any).

Last month they had billed me (a month late) for the app after they went paid, but again, I did not know that they were changing their billing. Getting a refund was difficult. Once refunded I removed the app never to be used again.

You'll imagine my surprise when a month later I am billed again for the recharge app, that has been uninstalled for over a month now.

I'd highly recommend a different app just based on this experience.

Edit Update after response:

Based on their reply it is easy to understand that recharge has been a difficult company to work with. My review was not a complaint about the app graduating to a paid app. My review IS however a complaint of their lack of communication, not informing me I was getting moved to this plan in any way whatsoever, improper billing cycles, improper billing, and unwillingness to accept the facts as they have played out.

Please re read my review recharge, I have been working within your customer service parameters, and they have failed.

On the customer service side, the individual I have dealt with this time around has been great, but unfortunately she must be getting bad information, as she was told my requested refund was completed (it wasn't).

Impossible to cancel, unauthorized charges reoccur every month, any attempt to sto failed, had to escalate with Shopify, hopefully that would work

Another victim of enshittification. Recharge increased monthly prices from zero to $100 and ruined what was a solid service.

App itself looks great. Customer service a complete let down. Highly not recommend using this app for this reason alone. Non responsive. Month 3 being billed $499 USD (total $1497 USD) for the app to still not be working correctly on site.

I've been using recharge for about 7 years. Today my invoice was three times what it usually is. I've looked at it and it seems that that is there new standard pricing plan which is ridiculous. After contact apparently they sent an email to tell me of this change 6 months ago and with no follow up emails. I think it's disgusting as I have less subscribers than ever but paying more than I ever have. Recharge making my monthly fee 3 times more than what it usually has, has officially killed my business.

Oct 24 : Customer complains : they always were charged 6€ for shipping costs. September, they were charged 10€ (I do not know why!) and October, they were charged 3,49€ !!???? I emailed the support team. Let's see in how many emails this will be solved!!! So, poor system, poor technical support, very expensive, and not user friendly.
NB: can anyone get me out of here ????

Sep 24 : Many issues with the app. And on top, a customer ordered a subscription for her and for her father on the same order. So, basically the same address whereas it should be sent to two different addresses. I suppose this is an exception. But yet... I had to exchange at least 8 emails with the support team, to confirm the situation stated at the very beginning over and over again, and with no solution in the end. Extremely frustrating and time consuming ! NOT HAPPY !

I have been using Recharge since 2019. Since Shopify theme 2.0, very poor service :
- the app has not been robust (customers not going through the right checkout)
- Support let me down on my bug for over a week with massive impact on my business
- They made me move to shopify checkout and on the way increased by 99$/month my subscription (with no extra service quite poor support on the opposite)
I'm feel being abused as my customers are subscribed and they know that moving elsewhere would imply to ask customers for their bank details again => churn.
Really NOT HAPPY and thinking seriously about an exit.