Categories Uncomplicated

As you know, the first thing I did when I heard about your experience yesterday was refund your $10.

As you haven't removed your review, please let me explain why your review is so unfair.

I didn't charge you anything directly. You signed up to a billing agreement with Shopify when you installed my app. You committed, to them, to pay monthly for the app if you choose to keep using it beyond the 10-day free trial period. This billing agreement can be terminated at any time by simply uninstalling the app, at which point Shopify only charge you for whatever you've used, to the nearest whole month, one month at a time.

To cancel this agreement and not be charged anything, all you had to do was uninstall the app any time in the first 10 days. You didn't do that.

I checked with Shopify to see if they'd made a mistake. I don't think they did. You installed the app on 1st February. You uninstalled the app on 19th February. 19 days is longer than the 10 day trial period, so you were charged. You could have contacted Shopify if you thought the charge was made in error. You didn't do that.

I appreciate storeowners are stretched and it's easy to forget to uninstall when you get busy with other things. My policy has always been to refund the first month's subscription fee if a storeowner goes a few days over the 10-day trial and contacts me so I can refund any charge. You didn't do that.

I've spent 7 years building my app and I go out of my way to provide a high-quality service to my customers. My ability to continue to provide that service to storeowners is wholly based on that reputation and therefore the reviews I receive. You've given me an immensely damaging 1-star review, based on a Shopify billing policy over which I have no control or influence. The only thing I could have done is refund your $10, which I would have done gladly had you contacted me. Indeed, I did refund your $10 yesterday as soon as I heard about your experience.

Thanks for getting in touch. I understand the points you've raised in this review. I hope I might be able to explain what's happened and that you might then agree your criticisms are unjustified.

> I follwed [sic] directions to a t and never did what it claims to do.

I think you must be confused about what the app does and I'm sorry for any part I have in that confusion. I provide a demo site and multiple videos that show the apps features. The embed install video shows how to use the Shopify Theme Editor to install the app and highlights exactly what the app is doing. If there are other features you'd like the app to perform, I would have happily talked to you to understand if they were possible.

> there is no support or help.

I feel I have provided exceptional support and help throughout.

You emailed support at 18:11 GMT+1 on Dec 26, 2023. Even though it's the holidays, and I had been supporting my customers on that day, your email arrived after I had stopped work. I picked it up the following morning and replied to you at 09:51 on 27 Dec 2023.

There is a button in the app labelled 'Help' and the auto-return email also has a link to the Help page. I'm sorry you didn't see either of these.

> just and [sic] email with an auto return stating to go watch the videos

The auto-return email asked you for essential information that I need to offer support, like the name and URL of your store. You had not included even your store name in your original email.

You didn't reply to that auto-return email with the information I needed, so I politely re-requested it in a personal email to you on 27/12/2023. I also searched in Shopify and Googled to see if I could find your store name, just to try to be quick in responding to you. Sadly I couldn't find it, but I explained all this in my response to you.

You then provided your store name and URL at Dec 27, 2023, 13:06 GMT+1. You also clarified what you wanted my app to do. This was my first opportunity to actually help.

> i just want to add extra nesting menus

At this point I understood why you consider my app doesn't work. My app doesn't do anything to the menus (header navigation). My app uses the Shopify navigation system to learn (from you) how you want your categories set up. It does not change or in any way alter the Shopify navigation system. It does not change the way your theme displays those menus. I emphasised all this in an email response to you just a few hours later at 08:52 on 28 Dec 2023.

I do not claim, on the app page or in any of the support or Help materials, that my app alters your header menus. I'm sorry you were disappointed that my app doesn't do this, but I hope you appreciate that I've never pretended that my app does. I offer a completely-free 10-day trial so that customers can even experiment with the app prior to paying anything for it, precisely so that my app is never missold.

I hope this explains the efforts I've gone to in order to provide outstanding support for what, before your review, was a 5-star app. I'm sorry my app wasn't right for you and I wish you the best of luck with your store.

I have attempted to contact you, prior to your review by email three times and through your store. I suspect your SPAM filter has blocked these attempts.

In an effort to provide the same excellent support my other customers have received, I also searched for your business online, messaged you on Facebook and called your US phone number (from the UK) 3 times. I'm now all out of options, but I hope that I can get hold of you because, as I've emphasised all the way through this process, I am really keen to help.

Also I can confirm you have not been charged anything this far. I offer a free trial for 10-days from when you installed the app (5/12). Best of luck with your store.