Subscriptions by ReCharge

Subscriptions by ReCharge

by ReCharge

Launch and scale your subscription and recurring business

Overall rating
4.8 of 5 stars
Based on 1550 reviews

  • 5 of 5 stars
    92% of ratings are 5 stars
  • 4 of 5 stars
    4% of ratings are 4 stars
  • 3 of 5 stars
    1% of ratings are 3 stars
  • 2 of 5 stars
    1% of ratings are 2 stars
    (8)
  • 1 of 5 stars
    2% of ratings are 1 stars

All reviews

1 - 10 of 34 reviews

Beer Hug Subscriptions

Things were going awesome until I opened up a new region to sell in. The app didn't update the shipping region settings from Shopiy so customers in the new region I opened can't actually buy from me. This in itself is a very fixable issue - these things happen when working with tech. My issue, however, has been the way in which my problems has been solved, or in this case hasn't been solved. For a number of days now I have been told 'development is working on it', but over a week since I alerted Recharge to this problem and it is still not fixed and I have been given no indication of when it will be fixed or what I need to do to get it fixed faster. I've advised I am happy to pay more for premium service, or engage my own developers, but there is no response to helping me actually solve the problem apart from being told it's 'being worked on'. The problem is likely to be a very simple fix, so I can only assume I'm a long way down a queue of jobs waiting to be worked on. The issue for me is I have done PR in my new region so I am getting traffic and people trying to buy from me - it's embarrassing and costly not being able to serve them, but also not being able to tell them when it will be fixed. My expectation is that I am given a timeline or the ability to fix myself, but neither of these have been offered after multiple rounds of discussions. I've (literally) pleaded with the service reps to help me, but no result. Incredibly disappointed.

Plant Era (DK)

I used this app for a subscription across three stores. The .com worked, but all others failed as they wouldn't allow customers to purchase the product based on rulesets.

United Monograms

I dowloaded the app and instantly my entire site stopped working and I lost a few thousands dollars in sales while is scrambled to figure out the problem. The support team was slow and refused to call me and didn't help at all. Luckily I was able to activate an old theme but it was a huge fiasco for my company. Be VERY careful with this app. If they screw you they wont help you

The Lift Box

Recharge has to be one of the worst apps on Shopify. Don't be fooled by the number of reviews and stores that use them. There are CONSTANT errors with their systems.

Example 1: they have a "beta" test for snapshot reports. This is where you see how many subscribers you have, sales, etc. They can't get that right so the info is always incorrect and they tell you to download a spreadsheet. I shouldn't have to do that to see basic insights.

Example 2: I'm not able to access the recharge app on my iPhone X. Are you kidding me? One of the most popular phones in the world and it's not compatible. This was reported to recharge on Sept 13, 2019. Here was their response (this issue has yet to be resolved nor have I received any further emails about an ETA: "I'm sorry for the delay in getting back to you. I heard back from our development team, and the issue lies in the way the app is opened by Shopify - we've observed that the issue relates with the fact that the app is open in an iFrame, so our development team has been investigating ways of turning the iFrame off. While this is on their backlog, I'm afraid we don't have an ETA for a definitive fix yet."

Example 3, discount codes will randomly not work (yes they've been set up and tested correctly). We have to find out from potential subscribers through IG or email that they aren't working. Good luck getting a timely response from Recharge.

Example 4, you can get expedited customer service...FOR ALMOST $200 EXTRA A MONTH. So you want me to pay more to get in contact with you when your app is a disaster?

Example 5: Your subscribers will be randomly charged (and sometimes not at all without prompting the recharge staff) throughout the day you choose rather than all at once. Why they don't do batch charging like other companies is beyond me.

I have no idea why Shopify doesn't create its own app. We'll be 100% looking for another provider after recharge failing us for the last 3 years. (I'll continue to update this review as the problems continue to stack up).

Scratch Supply Co.

Stay away.

In the past few months we've had labels failing to generate, and customers who prepay for multi-month subscriptions charged in full every month. As you can imagine, we're extremely concerned with the way this makes us look to our customers. (to be clear: it makes it look like we're committing fraud.) We're missing 4/5 of our shipping labels for this month, two days after they should have been generated, which means our box is going out late in December.

In previous months, when we contacted tech support about missing shipping labels, they requested access to our store... then never signed in. The problem persisted. I've been manually creating labels for a handful of customers every month, which is not why I pay for an app.

Tech support is difficult to contact, with long gaps between communications even with immediate response to their emails, and there's no way to contact them EXCEPT email. Their solution to the repeat charging problem was ineffective, meaning that it happened multiple months in a row.

At this point using ReCharge is actively detrimental to our business. Fortunately, there are alternatives. I recommend you explore those.

SumLilThings

Update 1/10: Same issues still persists meaning I have to email them every month before recurring charges go through to get support to fix it. And now that they make you pay more each month to get better support, especially if they are urgent?!
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Update: I was finally able to get in touch with a helpful support and he (Trevor) was very great about communicating the problems and helping me escalate the issues to resolve them. I wish I can give 5 stars but the app definitely has its problems. Apparently I got a "rare edge case" that can only be resolved when I contact support and it can take a couple day to resolve the issue. I really hope there's a better support system like live chat or call so that urgent issues can be resolved faster.
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Terrible app. Nothing works correctly. Keeps getting error every single month when it's time to automatically process charge. Support does not help - they are unfamiliar with their own app as well.

ISMILECLUB

I've asked assistance with changing the displayed text shown on subscriptions at checkout. Recharge have not responded for 5 days. One Recharge employee actually tried to help on day 1 and went ahead and changed the code for products not related to the subscription box service and neglected to tell me he made a mistake, but instead just let me find out on my own. If you are after good customer service, don't use Recharge.

Lily Bird

We started using ReCharge over a year ago, because at the time it seemed to be the best app for subscriptions. Since then, they don't seem to have made any real progress, but have introduced some really bad bugs. In the meantime, other apps like Recurrly seem to have made great strides (A year ago we went with ReCharge over Recurrly).

Pressing issues today include the app not loading for weeks at a time from the Shopify store, so you literally cannot use the app!

Janky scripting issues with notifications and inability to make notification changes in many cases.

Even things as simple as sending their invoices are not simple. Invoice notifications are links to help pages to help you figure out how to find them instead of just including in the invoice email like, well...., every other company.

We will switch at some point here, but for now just highly recommend you check out an alternative. It seems like Recurrly is really on top of it. Until ReCharge is able to hire a product manager, I highly recommend you avoid them.

Bin 604 Wine Club

I have had the worst experience with ReCharge support. After submitting a high business impact request directly to their website and having Shopify (Shopify themselves has been great) submit a request on my behalf, there has been no progress made with my support request. ReCharge requested access to my store, which I provided and they have never logged in. The issue that I am having is preventing my store from being launched and I am ultimately looking into another subscription service. I had high hopes due to all of the positive reviews, but sadly, I cannot move forward with an App with such poor customer service.

HEATONIST

I'd love to give them five stars but I feel really let down. We've worked with them for 2 years and have thousands of subscribers, but when we needed some urgent help this week (urgent within two business days) they totally failed to solve our simple issue. It remains unsolved as of now. The platform works well but their customer service has gone way down hill. Because you can't do everything for yourself on the platform you need to rely on their CS team to push through some operations, and when they fail it hurts our business.

Happy to reconsider if they can turn this around.

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