Appstle℠ Subscriptions App

Disappointing response to payment issues when customers change credit card details.

After many many phone calls / web chats and attempts to get this resolved appstle and shopify have not done anyting to resolve this ongoing issue.

So what happens is when a customer who is on a subscription plan needs to change their credit card for whatever reason (and has paid via "Shop Pay") due to the nature of Shop Pay their subscription fails and payment method cannot be updated (yes I have seen the instructions but they do not work).

There is no workaround other than them deleting their subscription and starting again (Which may also not work due to the insidious nature of shop pay)

So you will 100% loose customers in this situation, like we have!

Appstle will say this is a Shopify issue and they have no control over shop pay but the fact is it affects their app in an extremely poor way and it needs to be resolved!

The Build-a-box feature is confusing for customers in their portal which is also confusing to use, and customer service will answer a message but is not always able to help. You cannot customize anything about the product page on your website unless their developers do it and they do not answer back to our messages. It's always "our developers will respond in 24-48 hours" and they never respond back. Even if you open a new message thread it is the same endless loop. I am constantly having issues with this app and we lose money on top of having our reputation with our customers damaged because our build a box subscriptions are confusing to use. I do not recommend this app.

App seems good, with nice design but it is unusable! They don't provide built in option to translate manually to multiple languages. They are pushing 3rd party translation apps, that are very limited without paying for them. This problem should be fixed ASAP. You should aviod it if you want to service more than one market.

Subject: Request for Refund for Incorrect Charges

Hello,
I noticed a $30 charge, but based on the plan I selected, I should have only been charged $10. During the time I had the app installed, I didn’t receive any customer subscriptions, and I’ve since uninstalled the app. Could you please clarify the charges and let me know if I’m eligible for a refund for the two months?

Thank you.

This app is terrible. I'm on the highest tier plan and they stopped sending emails to my clients. They said they have new servers and I have to set up my own emails. I set up all the integrations with Mailchimp and now nobody will help me. I message them everyday. It seems they don't have procedures for this new set up. Now when my customers sign up or it comes time for them to renew they don't know they are getting an order until they are charged. Obviously this creates lots of cancelations and customer service requests. Don't use Appstle, try Seal Subscriptions, I'm going to attempt to switch soon but it will be a lot of work now. Don't make the mistake I did.

Updating to say that I have been experiencing a lot of issues with variant swapping so if your company uses this frequently, I do not recommend using this app. I switched to Appstle in January or February and since then I have had a number of issues some new and some repeated. The customer service folks are really nice and friendly but do not seem to know how to fix issues within their platform very well for longevity.

The absolute worst customer service ever. Did not show up to initial meeting, late to rescheduled meeting, were supposed to send me instructions to start migration and then disappeared even though I emailed them and reminded 3 times. App is good customer service is beyond bad.

They make changes in production without notifying customers, resulting in customer portal downtimes of more than 12 hours. Or they upload new features without testing them properly with the result that “things” appear that don't work or don't fit the aesthetics of the portal.
Most of their support tickets take between 24-48 hours to resolve because their agents have limited knowledge and have to pass the issues to their developers.
Some of these issues result in financial and reputational losses for those of us who use Appstle.
They do not calculate shipping rates correctly, so many times orders are shipped without shipping costs and this means losses.
And much more.

I’m on the highest-tier plan and use the app’s API, but a basic feature like sending 20+ requests isn’t working. They’ve been trying to fix it for nearly a week, halting my automation and business processes. I wouldn’t recommend this for anyone needing more than basic subscription features.

I have held off writing this review as long as possible but have not been able to get a resolution from Appstle support.

During migration our customer data was mixed up, attaching the personal details of one subscriber to another in a visible manner. Instead of looking into this and providing solutions, the Apstle team started updating customer details without consultation, erratically and incorrectly, causing even more damage. At this stage we are not sure of the subscriber loss but it will be significant.

I don't feel that the Appstle team has treated our data or our business with any level of integrity through this process. I'm honestly shocked they are permitted to operate in this way.