Retenzy Loyalty Rewards Points

1 Star
I started using Retenzy for loyalty rewards and reviews for my brand, Frolic Saga. Unfortunately, the overall experience became extremely frustrating due to bugs, poor communication, and unprofessional support handling.
First major issue:
Their coupon/reward system was bugged.
A customer was supposed to receive a 20% discount coupon through their system, but instead the coupon generated only ₹5 OFF on orders ranging from ₹800 to ₹2500+.
I personally tested this multiple times on both mobile and desktop checkout and even shared screenshots with their team.
Initially support confirmed:
“yes sir, same coupon will work for 20%.”
Later they completely reversed their statement and admitted:
“the coupon can’t provide the correct discount due to a bug.”
This created confusion during checkout and directly affected customer trust.
Second issue:
The app started limiting how discounts could be handled.
I was informed that Shopify-created coupons would not properly appear in their system and that merchants should instead give “points” so customers could redeem rewards from inside the app.
That may work for basic loyalty use cases, but brands often need flexibility for:
• influencer campaigns
• apology coupons
• retention campaigns
• custom VIP discounts
• higher promotional offers
Their response was essentially:
“Instead of creating coupon, it’s always advised to give points.”
That should be the merchant’s choice, not something indirectly restricted because of app limitations.
Third and biggest issue:
Customer support and communication.
After deciding to uninstall the app, I simply requested a backup/export of my review data.
I waited an entire week after messaging them.
The only reply I received during that period was:
“Okay sir.”
No instructions.
No clarification.
No mention that I needed to raise a support ticket by email.
After continuously following up for days, they suddenly told me:
“You need to send us an email on support@retenzy.com.”
The frustrating part is:
This could have been communicated on DAY 1.
Instead, an entire week was wasted while I kept chasing updates.
When I questioned why nobody informed me earlier, the responses became defensive instead of solution-oriented.
One statement from their side genuinely shocked me:
“Normally we had few hot call in past & within week or 2 week, people get settle & continue with the app.”
As a merchant, hearing that after waiting a week for support felt highly unprofessional.
If a store owner requests uninstall assistance and review backup data, the expectation should be clear communication and timely help, not assumptions that the customer will “settle down.”
Another disappointing part:
The founder himself joined the conversation, but instead of professionally calming the situation, the discussion became argumentative and passive aggressive.
Statements like:
“Learning is from both side sir”
and
“Now, you are putting all things on us sir”
were unnecessary when the real issue was simply delayed communication and lack of accountability.
There was also constant inconsistency throughout:
• issue reported
• issue “fixed”
• then not actually fixed
• workaround suggested
• uninstall discussion
• silence for a week
• then finally “raise a ticket”
This entire experience became unnecessarily exhausting for something that should have been straightforward.
To be fair:
The concept of the app has potential.
But support quality, accountability, communication, and merchant handling need major improvement.
For brands, loyalty systems and reviews are business-critical infrastructure. Bugs during checkout and delays while requesting customer review backups are not small issues.
I rarely leave negative reviews, but this experience genuinely impacted my business operations and customer experience.
Would not recommend unless their support process and transparency improve significantly.

Using Retenzy for a few weeks now — really helped us improve repeat purchases. Setup was simple, and the loyalty features actually work. Good option if you're struggling with retention

The Retenzy Loyalty Reward Program has changed how we manage customer retention in our Shopify store. Since it integrates loyalty points, referrals, memberships, and a complete review system into a single app, we no longer require separate applications for rewards and product evaluations. It was easy to install and is offered at a very competitive price; the backend support team is incredibly responsive and helpful. I highly recommend it!