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No support from our client success manager at all. No answers to our messages.
We’re sorry to hear that you’re having trouble reaching your account manager. Our CS team has already contacted you via email. If you continue to experience difficulties, we encourage you to reach out to our support team for further assistance.
Thank you.
many features, such as tiers, are not even in the pro plan, there is no support, and the sales representative gave us a free trial, which we were charged for, and the money was never returned in full, more than two weeks
Hi,
We’re truly sorry to hear about your experience and the frustration this has caused. We value your business and take your concerns seriously.
To clarify: the $199 subscription refund has already been processed on our end, while the additional tax charge was handled directly through Shopify. We understand this may not have been clearly communicated, and we’re working on improving transparency around billing and plan features to avoid similar confusion in the future.
Please know that our support team is here to help and ensure all of your concerns are fully addressed. Your feedback is important to us, and we’ll continue working hard to improve both our product and the support experience for all merchants.
The app was working for us in the beginning, and for some reason it's not anymore. We are trying to figure it out with the support, but they are useless. For the amount we pay, there should be better support!
Yotpo, as a company, overall has been a disaster for us. It has been the worst business decision I have made in 40 years. After churning over a million dollars in subscriptions and 3,000+ customers, earning money from all those while it was happening, only to discontinue the service themselves, I am not sure why I thought Loyalty and Rewards would be better. Support is not good and takes weeks for an answer. The Direct Rewards feature is not functioning correctly and requires internal assistance to complete, which can take weeks. No one can give you a straight answer. Do yourself a favor and RUN! Yotpo has killed our momentum and business, and I would not recommend ANY of their services. We tried them all and paid dearly, figuratively and literally.
Dont use it.
After i switch from smile to yotpo i lose 70% of users that use rewards. We pay 4 time more then smile.io and get very bad results. Waste of time & lots of money.
Definitely the issues have not been resolved.
After nearly 1 year using the app...
Update on the review - it will definitely make you loose money.
The interface is so confusing, nothing works properly when you set up a system.
I would say the main issue is the difficult to set up/use interface, and customer service that is below standard and very unhelpful.
Overall, I would not advise to install this, even if you have a developer.
Thank you for taking the time to leave a review — we sincerely apologize for the inconveniences. Our records show that our team has been in a call with you and have resolved all issues and answered all inquiries about the product. If there's anything else we can do to assist you, please don't hesitate to reach out.
2023 - It has been pretty easy to add this new reward program to our website - once it is set up it doesn't require much work from us. We like it ! :-)
7/16/25 UPDATE - The app has gone from amazingly simple to everything wrong with it! Nothing works at all!
The back end says "$25 free when you redeem 500 points"
The front end says "$100 free when you redeem 500 points" AND "$10 free when you spend 100 points"
This doesn't exist at all in the back end!
When you try to contact support they say that they want you to spend $1,000s, yes you read that right - THOUSANDS OF DOLLARS to have the app work?? Like what??? The app should work no matter what! I do not believe that even if you paid the app would work as there is a MAJOR disconnect between the back end and the front end. The code just doesn't sync with the system. I believe they are experiencing a major tech issue and don't have the support to fix the bug. Customers are constantly emailing me saying the loyalty program does not work and things are grayed out when they have the points to redeem them! It's a nightmare! I regret setting it up with them. I will be switching providers as this app not only does not work but there is 0 effort to fix the problems and I have been emailing them for months begging for a fix. I would upload screen shots of the issues and communication if I could.
Negative stars in my book. Total waste of time!
Hi,
Thank you for reaching out and sharing your concerns. We want to provide some clarity on the situation. In August 2024, we discontinued the unpaid Bronze package and transitioned customers either to our free tier or offered an upgrade to the Gold package. In our communications at that time, sent via email and in-product, we did note that the free package would have some reduced functionality compared to Bronze.
We understand that this might have caused some inconvenience, and we apologize if the prior notifications didn’t reach you as intended.
At this stage, while we’re not able to offer an alternative solution beyond our existing tiers, we would be happy to discuss how the Gold package might better serve your needs if you’re interested. Please let us know if you’d like to arrange a time to talk further.
We use to use Swell and they were purchased by Yotpo. Yotpo customer service only can get be assessed by email using a ticket system that takes about a day to get an answer. When they have an issue there is no answer for such as why does this customer not have an awards account.
We have been a customer of theirs for years and on the Shopify platform for 10 years.
We're sorry to hear that you're experiencing issues with our product. Our team has contacted you a few times, but we haven't heard back. We encourage you to reach out to our support team so that we can better understand the issue and find a solution
Absolutely the worst customer service. You cannot get passed the AI chat. Paid for a pro plan. A hiccup happened which reverted my plan to “free”. Tried to contact customer service to get them to dix it, but AI won’t let me talk to a live person cause my plan is “free”…
They are probably the worst service out there that is quick to take your money but not provide the support for the services. I cancelled this service back in July and they keep on charging me. Charge me again and you will get a lawsuit!
Thank you for taking the time to leave a review. After looking into your case, we see that all issues raised in this review have been handled. Please feel free to reach out to us at any time if this is not the case or if you have any lingering questions or concerns.
