Tolstoy: Shoppable Video & UGC

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.

It's terrible. There's no live customer service—just a bunch of useless AI that can't solve my problem.

This app breaks week after week after week. It's the most unreliable app I have ever used. I can't wait to build it in-house and get off it. Save yourself the energy. Expensive, overpriced, and awful. They keep investing in AI but they can't even keep the core of the app operational. It's embarrassing at this point.

The app is good, but all the extended functions are not worth the extortionate variable costs this app generates.

Buyer beware - keep a very close eye on your impressions and expect hefty monthly fees for that usage.

We have chose to remove the app in favour of less functional alternatives that offer the core functions we needed at 1/10th the price.

We canceled this subscription 19 months ago and a representative Francis confirmed in writing that it was done.

They even admitted in an email that one month had been charged by mistake and guaranteed the cancellation would go through.
It never did.
They kept charging us $299 every single month for 19 months — $5,681 total — and we only caught it when we checked the app. Now they owe us that money back. Check your statements if you ever tried to cancel with this company.

No good, super slow and videos don't come out nice even with prompts

App um lixo, cobrou mais de 1000 reais sem avisar

The app is hard to use and the customer support is extremely slow to respond. I do not recommend the app at all.