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Switching subscription apps is usually one of those things you mentally prepare for because something always goes sideways. That’s why our experience with ReCharge has been such a pleasant surprise.
We migrated over from another competitor, and ReCharge didn’t just “help” — they genuinely took ownership of the process. They walked us through each stage, flagged what to expect, and handled all the weird little details that usually cause headaches. The migration ended up being way smoother than we imagined.
What I appreciated most is how they didn’t disappear once we were live. Their post-migration support has been consistently solid — quick replies, clear answers, and a real willingness to jump in whenever something pops up.
This has been especially meaningful because we were ReCharge customers years ago, and back then, customer support was honestly our biggest frustration. It feels like they’ve completely turned that around. The difference is huge.
This is such a thoughtful and detailed review. I’m thrilled to hear that your migration and post-launch experience have been smooth and well-supported. It’s great to know that the improvements we’ve made over the years have made a real difference for your team. Thank you for coming back to Recharge and for trusting us again.
Ty Bailey | VP of Services
Great customer support, but the app is difficult to use if you want a lot of variants, and customer ability to change their basket.
Thank you for the honest feedback. I’m glad our customer support has been strong, and I appreciate you sharing insights on usability. We’re always looking for ways to make complex subscription setups simpler.
Ty Bailey | VP of Services
I've worked with ReCharge at four brands over the years. They are very attentive and accommodating for our unique business needs. Their support is very thorough and our AM is great!
Thank you for the incredible feedback. It means a lot that you’ve trusted Recharge across multiple brands over the years. I’m thrilled our team and your account manager have provided attentive and thorough support tailored to your business needs.
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
The customer service is exceptional. I had an issue with my recharge widget that had me bounced between Shopify customer support and Recharge customer support, until I was connected with Thomas J from Recharge. He guided me step by step on what I needed to do to fix my problem and got it address in a very timely manner, and was very patient dealing with me. It feels good and makes me feel safe to know that I can speak to a knowledgable human being very quickly, as that is something not every app can offer.
It was a great experience, the support is attentive, quick to respond, did a great job helping us set up the store, and were great about helping us navigate our slightly more complicated migration than it would have been for a new store. Patient, understanding and valuable help.
Thank you for this thoughtful feedback. I’m glad our team was patient, responsive, and able to guide you through your setup. We really appreciate you sharing your experience.
Ty Bailey | VP of Services
Complete thiefs when you try to cancel your account. They don't respond via emails in a timely manner. Support is non existent. Lost out of months of orders due to their lack of assistance. Choose anyone but them. There are better subscription sites out there
I’m very sorry for the experience you’ve had, and I understand your frustration. Our team will reach out to review what happened and see how we can address this directly. We appreciate you bringing it to our attention.
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
10.1.25 Updated review. Recharge has reached out to us and is attempting to rectify the matter. We will update again once our concerns are resolved. Thank you.
Unfortunately, the unexpected fees of $100 per month were not disclosed initially and were automatically charged after the first few months. We would have stayed with the app if they had support and answered our messages when the app was not working. However, there is no live support, no chat and no phone access to speak with someone. They also had a glitch where customers were not charged shipping despite our shipping rates defined. We are happy that the customer is happy but unfortunately, this is not sustainable for a small business like ours to always provide free shipping.
I am sorry to hear this has been your experience. I understand how frustrating that must feel, especially as a new business. We would like the chance to review what happened and make it right. Our team will reach out to learn more and help resolve your concerns.
Ty Bailey | VP of Services