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First of all, if you're trying to actually "upsell" IT DOESN'T WORK! It literally adds products to the order but then doesn't charge the customer so there's no way for the customer to pay and no way for us to get the money so what's the point? It ends up being more of a hassle for the store owner because you either have to message the customer or edit the order. I used it for a while to offer free samples after checkout. It doesn't let you limit the number of samples a customer can choose so people were ordering all of them. Then the display is terrible. The images are huge and are all stacked one on top of the other so if you have several options you have to scroll to see everything. Customer service is terrible. The first time I messaged them they kind of got back to me only addressing half my message and then never replied back. The next two times I messaged them I got no reply. When I tried messaging back to the original person who got back to me it said their email address no longer existed. Don't waste your time.
Hey there,
We just want to start off by saying sorry. Reading your feedback, we totally get why you were frustrated and we're really sorry you had to go through all that. We've had a serious look at everything you mentioned and have put in some work to make things better.
For starters, we've fixed the upsell feature. It's now doing what it's supposed to do: adding and charging for products properly. This only happened in this particular case due to an issue with the way we were using Shopify API. It's fixed now.
And about those free samples you mentioned, we've added a limit now. We heard you loud and clear - it was all a bit much. So now, customers can't just grab everything, and this should make things way easier for you.
We've also taken a hard look at our display. No more endless scrolling with images stacked on top of each other. We've tidied things up so that all the options are easier to see and choose from.
But what we're really bummed about is hearing how let down you felt with our customer service. We hate the thought of letting you down and we're genuinely sorry about that. We've actually added a dedicated support person who's going to be on the ball, dealing with issues as they come in. We're serious about stepping up our game here.
We're really thankful you took the time to let us know about these issues - without your feedback, we wouldn't know where we need to improve. We've learned a lot from your experience and we're working hard to make sure it doesn't happen again.
Thanks a bunch for your patience and understanding. We hope you'll stick with us and see the improvements for yourself.
Take care,
Wissem,
Founder of SweetSpot