Yotpo: Loyalty & Rewards

We were on the highest level tier of Yotpo, we first signed up in November 2020. After countless hours and over £17,000 paid to yotpo, we NEVER had a working loyalty program. I have asked them for a refund and they are now ignoring me. This company will rip you off, stay well well well away. Also, their system does not integrate properly with shopify, we tried to get a loyalty program with the "support" of Yotpo installed and it never worked.

We shortlisted this app along with another one in terms of what we needed. We paid for the first month despite having no Free Trial because it seemed to have more customizable options to do what we wanted. Their dashboard is raw, no attention to design or UI, however it was appealing due to the amount of available filters and choices.
However after 1 week of trying to set this up the way we wanted, we ended up uninstalling entirely. Money is not a problem, if things work well. Things didn't work while we followed their instructions (guides) to the letter. Their server requests were returning Error 500.. And the Support is HORRIBLE, practically never online on the live chat and they take days to reply to a ticket. The only timely thing about their support is their automated emails when they ask "How did you find our support?". No money is worth the trouble of waiting and waiting (48-72hrs - while you're paying!), not even getting a confirmation that someone opened your email and they're working on a solution for you. No clue how this company has such a high rating with such a lousy support.

I only wanted a loyalty and rewards program, instead, yotpo asked me to install a whole bunch of other apps. Tried booking a demo with them and other than the automated reply email, the scheduled demo got canceled without any explanation and no reschedule was offered. (schedule link was being closed). So I went and booked a demo for the second through their site and my booking was notified by one of their team member 10 minutes before the call telling me their office is not opened on that day. (Then why did you confirm the booking in the first place? and perhaps you could of informed me earlier? I could have had other arrangements but rather my time slot was wasted because of the last-minute notice/no-show.) Possibly one of the worst customer services experienced from any app on Shopify or any other criteria. Think twice if you're thinking about going for them.

I wasted more than 8 hours of my life trying to get this to work only to give up and try something else. In the end, I realized that the only way to make this integrate in a way that isn't horrible, is to have the premium plan. The gold is $249/mo... and when I asked sales what the premium plan cost I never got a response. If you are an enterprise brand with a developer team, I'm sure Yotpo works great. All the big brands use it. If you are a website team of 1... stay far far away.

I added this app because I wanted more from a loyalty app program (with a free version). After spending 2 days learning how everything works, creating new stipulations and graphics, I learned this app isn't any different from the other free apps, maybe worse. Each section allows you to customize options ONLY in the paid plan - the app doesn't tell you this until after you've set everything up, then BOOM, "sorry this is for paid plans only". This wasn't a big deal until after the 3rd time... I tried setting up the pop-up for the homepage of my website, created graphics, went back and forth with colors, font, changing things because it's NOT cell phone responsive, hit save - BOOM. "you're on the free plan, can't save any of your hard work here, unless you pay a min of $29 per month.". Waste of time. Basic loyalty app (free version), nothing extra. Other apps at least let you add your logo or brand colors to the theme of the rewards tab. This app is completely basic, like the 1st grade of loyalty program apps. OK, but NOTHING to brag about. Can't create any tiers, can't offer points for an Instagram follow (unless you're on the paid plan).

Incredibly slow support (2+ days for a reply) that simply linked me to articles that were incredibly dense and hard to understand. Complicated UI, and lacking the functionality needed.

This is my first time working with any rewards app and this is still the worst experience I've had. None of the fields, even to submit a ticket, are clickable. I click on them and nothing happens. I type and nothing happens. I can't change the coupon rewards for referrals OR newsletter pop-ups. Creating new coupons to be redeemed upon completing a campaign has the same problem. NONE OF YOUR FIELDS OF TEXT ARE EDITABLE. NOTHING IS FOUND IN GOOGLE WHEN I SEARCH FOR HELP. I CAN'T EVEN SUBMIT A HELP TICKET. This is the worst experience I've ever had with an app. If I could rate it zero stars I would happily.

Absolute joke for customer support. No detailed documentation and no willingness to even read the emails. 48-72 hours for any response and it is usually a copy-paste from a script that is irrelevant to the question. Their pricing is way too high compared to way better options out there, they just hide it at mid-level points of other apps. Had so much hope but alas...

Unbelievably, the pricing structure is programmed to include Point-of-Sale sales when determining your tier. So not only is Swell structuring what they charge you based on orders that they have absolutely nothing to do with whatsoever (offline sales), but they then want to claim a surcharge per sale for each of those offline sales when your total net number of sales exceeds a certain number (depending on your tier, its 200 for the $29/month plan). As though they deserve payment for your offline sales. Utterly absurd. Swell should be ashamed of themselves. There's plenty of competition in this space to avoid this underhanded approach, even if doing so purely on principle.

I believe this is the first negative review I've taken the time to write about any app.

It's like pulling teeth trying to understand pricing and features. Going with a different reward app.