Tolstoy: Shoppable Video & UGC

Earl was super helpful and efficient in resolving the fix. Frankly the UI on Tolstoy is not very straightforward and changes so often so gets confusing really quickly but their support team is very helpful and makes it so easy to work with.

TO BE HONEST, for my use it is a massive waste of time in its current version. It has great comprehension to state back to you what you want but there is a disconnect in carrying out said instructions (even basic ones) that it understood. Waste so much time trying to do correction after correction even one instruction at a time as more than one instruction makes things even worse. ALso support had a video call with me trying to help and was going to get back to me soon with a comparison how they fared in trying their hand at what was frustrating me.... she NEVER got back to me. I had 7,500 tokens up my sleeve to try use before i cancelled so i gave it one more shot... and once again tearing my hair out. SO...better i cancel and lose the 7,500 tokens than my sanity.
Overall- a bad experience.

We've been using Tolstoy for some time now and have seen positive results since launch. It's a great way for customers to better visualise and connect with our products online. The team at Tolstoy is always responsive, open to feedback, and committed to improving the platform. A great partner to work with!

Unclear billing and repeated upgrade pressure.

I was being charged overages based on “billable impressions,” but the numbers do not match my Shopify and Google Analytics data.

Remarkably, Tolstoy’s own team has given me different explanations of what counts as a billable impression: scrolled/seen, unique impressions, and page-load impressions.

When I raised concerns about this, I was repeatedly pushed toward upgrading instead of the explanation of what I am being billed for.

A promised refund --for one billing period-- took weeks of follow-up.

I have now asked them to review my full account history because of their own inconsistencies around “billable impressions.”

Use caution with Tolstoy’s overage billing.

We’ve had a great experience with Tolstoy over the past 4 years. The app itself is super easy to use, the video features look amazing on our site, and the support team has honestly been incredible. Every time we’ve reached out, they’ve been fast, helpful, and genuinely kind, even on weekends! Shoutout to Mikaela

They recently helped us transition our account and kept, which we really appreciated as a growing brand. Overall, highly recommend if you want to add shoppable video content to your Shopify store with a team that actually supports you.

We have just begun our journey with Tolstoy, and as a brand completely new to AI content generation, Wes and Emmanuel have been exceptional guides throughout the process. Wes arranged a demo and showed us exactly how Tolstoy could bring value to our brand specifically, even presenting use cases tailored to our products. It was clear he had taken the time to research our brand before the meeting, and throughout the conversation he was thoughtful about how Tolstoy could elevate our marketing. He was ultimately the person who sold us on the platform. The quality of the content produced has been on par with some of the professional shoots we have invested in previously.

Emmanuel has been incredibly patient, knowledgeable, and genuinely invested in helping us make the most of the platform. Through every interaction, it is clear that Tolstoy takes pride in customer support and is committed to helping brands grow and explore their creativity. Emmanuel never makes us feel rushed during meetings and has offered follow up sessions on more than one occasion. He takes the time to walk us through every feature of the platform and is always happy to answer questions, even when we jump between topics. It genuinely feels like Tolstoy becomes part of your team and workflow.

We explored three other platforms and attended demos with each of them, but ultimately chose Tolstoy because, aside from its first class content generation and wide range of features, the customer support truly set them apart from every other platform we explored and engaged with. It was clear to us that they are focused on supporting long term brand growth and care about far more than just the subscription itself.

Niezl was super helpful throughout our multi-store Shopify setup. She quickly diagnosed several issues - products not syncing in our Canada store, assets not displaying correctly on UK PDPs, and OOS products hiding content. Clear, responsive, and proactive with follow-ups. Great support!

Great APp Great support runs on 2 of our websites for UGC, does a good job.

Tolstoy is a great app, and the support is even better! Mikaela, in particular, was incredibly efficient, proactive, and responsive in helping our team with all of our queries. She consistently went above and beyond to ensure everything was resolved quickly. Highly recommend!

I had a huge issues with this app slowing my store so dramatically - conversion rates on 1 day were amazing, on other day - complete 0 due to technical issues and something being not set correctly on my end. Customer support representative - Earl, helped me in no time by addressing an issue directly via both suggestions and direct technical support. Thank you Earl, you are amazing!