Yotpo: Loyalty Rewards Program

Based on our experience, we do not recommend Yotpo for businesses that need reliable support in high-stakes or legal situations.

During a recent legal matter, we depended on Yotpo for documentation tied to their SMS platform. Here’s what we encountered:

A formal letter provided by Yotpo included an incorrect phone number, which their team later confirmed was a template error.
Our legal team required corrected documentation and supporting records (including metadata/logs) to meet court standards.
Despite the urgency, there was prolonged back-and-forth on what could be provided and how.
Critical records needed for admissible evidence (such as underlying logs tied to opt-in data) were not immediately delivered in a usable format for the case.
The situation escalated to the point where legal pressure increased, including motions filed in court over missing or insufficient documentation.

Our opinion:
When everything is running smoothly, platforms can seem interchangeable. But when a serious issue arises, the level of support and accountability matters most.

In our case, we did not feel adequately supported when it mattered most.

If your business relies on SMS/email platforms, make sure you fully understand what legal-grade data and support they can actually provide before committing. Team WOLFpak

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!

I have been using this app for 8 years along with their other apps, Yotpo Reviews and Yotpo SMSbump. I waited way too long to delete their clunky apps. And because I was a long time member, they thought the need to disconnect my Klaviyo integration because I was grandfathered into their old plan and wasn't paying their "Premium Price". That's not MY FAULT! When I had an issue, they would try to get me to upgrade. Why would I want to upgrade and pay more money for less when I have been using your app since August 2017? Yotpo has left me with a very bad taste in my mouth.

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.

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!

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.

I arranged a meeting for a time suitable for our business to go through the app with Elizavita. She cancelled and rescheduled our meeting to a time that only suited her, without informing us. I emailed to inform her we didn't want to rescheudule and Thursday did not suit us. This was ignored.

If you want a lazy team that can't be bothered to work, i trully recommend this app.

Disappointed with Yotpo Loyalty and Reviews. Basic features like percentage-based discounts — which are essential for how we run our business — are locked behind their most expensive plan. It feels like they charge premium prices for bare minimum functionality. Definitely not worth the cost for what you get.

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.