Appstle℠ Subscriptions App

Run far away. We’ve used this app for a while, and it has only gotten worse. We’ve dealt with constant issues, and their support team is consistently dismissive, deflecting blame onto Shopify and refusing to take responsibility, even when we provide proof. The positive reviews are either fake or from stores that aren’t doing enough volume to notice the problems yet.

Very bad support team, they reply in an hour for a small query.

Adam & Richard are very irresponsible, they get lost once they say "I am checking it"...

Warning – Stay Away

I canceled my subscription, yet Appstle continued to charge my account and refused to issue a refund. Shopify directed me to contact them, but they still would not resolve the issue. This is unacceptable and shows very poor customer service. I strongly recommend staying away from this app to avoid the same problem.

This app is not working with Shop Pay and it's critical for our customers to be able to use Shop Pay for their subscriptions.

We've verified other Appstle users have the same issue with Shop Pay failing with a "Transaction failed Checkout is currently unavailable due to technical problems. Please try again in a few minutes." popup error.

Shopify Plus support tracked it down and we are currently waiting for resolution. It's day 5 currently and I expected resolution more quickly but Appstle was quick to shift blame to Shopify & Shop Pay when the error was clearly there the whole time. Thankful for Shopify Plus support to make it so clear.

Worst customer support. It's like they would not read my messages and see that I was asking for something very specific, and they would just give me lazy answers sort of related to what I needed. Went through 3 people to only get infuriated.

Support replies only once every 24 hours, and the responses are far below acceptable quality. The documentation is unclear, and the video explanations are just as unhelpful.

For an app with so many reviews and such a large budget, it’s unacceptable to have support this poor. You need to seriously improve the usability of the app and properly train your support team.

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.

After being with this app for years I'm beyond frustrated with them. They have a habit of deploying features without fully testing all use cases and when it crashes and causes the store owner huge problems they tell you to talk to shopify, it's all because of limits with shopify. They didn't use to be like this but now that they have multiple apps the customer service has gone down and the amount of time i'm needing to spend trouble shooting and fixing things has gone way up. I recently added a pre-paid gift plan for the holidays to our subscription box after checking with their customer service team that it would suit my needs and that I was setting it up correctly. Unfortunately this pre-paid subscription creates multiple shipments that are scheduled inside the single original order rather than individual orders for each shipment, but the 3PL can not see the scheduduled orders once they move from scheduled to unfulfilled so orders are not being fulfilled and I don't have a way to send it to the 3PL other than to manually create a new order. But it gets even better, the original order can't be altered in any way so I then have an unfulfilled shipment sitting in shopify which screws up the inventory, shows google that I don't ship on time and is generally a customer service nightmare. And after recording looms to show the team what was happening and spending my morning with them they have said I have to talk to shopify about this. All of this right before my black friday deals start when I have no time to spend days on support calls with shopify.

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.