While it's a decent platform to host a course and has good capabilities, the customer service is appalling. Replies are condescending, they don't provide reasonable solutions to my issues (in one case, telling me to delete the app in order to stop being charged - without providing the correct instructions to downgrade to the free version).
I've since been charged when I shouldn't have been (I had to upgrade to a basic plan to enrol students as it didn't integrate seamlessly with shopify). I had heard great things about it, however their customer service needs improving immensely.
First off, thank you for sharing your honest feedback around the Thinkific platform, but I am very sorry to hear about your experience so far with resolving your issues.
I've expedited your recent support tickets that came in over the weekend with our team to our product & lead support teams for them to review, and ensure you get the help you need ASAP. You will be hearing from us soon!
I have a Youtube educational channel of 225k subs. (jazzduets) and have worked hard to build a solid positive trustworthy reputation. Thinkific has hurt this reputation with my VIP customers. Let me explain. This is lamentable to say but my nightmares started when I started selling my online courses on shopify with the Thinkific integration. The integration does work not seamlessly. Customers do not get the automatic emails, so they get infuriated at paying $300 dollars for the course but cannot access it immediately, so I have to enroll many manually! As well, when I add a new course, sometimes it appears in the shopify backend and other times it does not!
The support at Thinkific has been the worse that I have experienced in 4 years of e commerce. I have sent the support many emails, and still have not had my problem solved. They are very slow in getting back. I was asked for access to my store a few weeks ago and can see that they have still yet to log in. It seems there is a programming error that they are unable or unwilling to address. I cannot therefore recommend shopify with Thinkific.
------------------------ My response to your october 21 response----
FIRST, I cannot see how your team could have addressed and resolved my problem as you contest. You asked for permission to access my store, which I agreed to, but I can see that you have still have never logged in , even after my complaint. SECOND
I have wasted many hours trying to work this out (8 months so far!!!) I have upset clients and a damaged reputation.
THIRD - I am now looking for a better platform with an integration that works and with a support that does not pass me from person to person as you have done, wasting my time further.
I am sorry to hear that your experience hasn’t been seamless—that is our number one goal and we want to make this right as soon as possible.
First off, we want to ensure that you receive a refund for the last two months on the Thinkific Pro plan. Please email me at email@example.com or simply reply to the last message you received from our support team so that we can make this happen.
Second, our team continued to investigate the issues you addressed and we're able to resolve them fully. Please check your inbox for a reply from our team with a full set of instructions. We would sincerely appreciate the chance to resolve this as efficiently and quickly as possible by jumping on a call with you, too. With this solution, your Shopify store and Thinkific course business will be seamlessly connected, so we want to make sure we can help you!
We absolutely want you to be able to leverage this integration to help grow your business faster and apologize for the experience you’ve had so far. We look forward to helping you out to make sure you’re 100% set up for success!
I'm sure the app is fine itself but I'm not happy I was led to believe that the free version would be compatible with shopify. It is not. I am required to purchase Pro at $100 per month. I have already uploaded my entire course and am connecting it to shopify THEN I am told it'll cost me $100 per month, after I've already done all this work. Then customer service sends me a canned copy-n-paste reply and doesn't even acknowledge my concern. I'm not thrilled but I am roped into this now.
Thanks for your feedback and we’re glad you reached out to our Support team for help on this.
The Shopify app has always been available on all Thinkific plans, including the Free plan.
I see you’re in conversation with our Support team now, though, so that we can get more clarification around where you may have identified any requirements for a Pro plan.
We want to make sure Shopify and Thinkific work together seamlessly and as expected—so we’ll definitely take all of your feedback in this conversation into consideration.