Advanced Shipping Rules

After using it for a few months, App seems to work well. We were forced into the middle-tier pay plan since our orders went above a certain limit.

Only 3-stars because after 2 emails and a voice mail over 10 days of trying to get support, I have yet to get an answer back. If you are reading your reviews, please respond to support emails!

UPDATE: Looks like my email was going to spam, and they emailed me back immediately after seeing this review.

We have been using this app for a while but suddenly having an issue with assigning the product to each shipping rule. We did not make any changes nor added a new app but suddenly these problems occurred so we can not update any products at the moment which is impacting the sales. I contacted via phone which never really works so contacted via customer service email to ask for help with the matter. They offered to help but still no updates and no follow-up. This is very frustrating. I understand that we are not the only client they have but this is very disappointing with the customer service and no help since the problem occurred which passed 26+ hours. PLEASE HELP US TO RESOLVE THE ISSUE WITH THE APP!

UPDATE: Our problem occurred on Monday around 11:50 AM CDT so we notified the app via email. Then on Monday at 11:27 PM CDT, we received an email from them regarding the solution that might help to fix the issue but it was almost after 12 hours since the email has been sent. On Tuesday at 3:56 AM, I checked their email but the solution they offered did not work so asked for further assistance to resolve the issue. Then at 10:19 AM (Tuesday), the team offered to forward our issue to the developer. Since that email, all throughout Tuesday, I sent 4 emails in total because this was an urgent issue with our online. But, no update or no communication came through. At that point, I had no option but to leave a review because it passed more than 26+ hours since I reported the problem to the app customer service. Thankfully, my review grab the attention of the owner, he was able to communicate with me personally, explained the current situation, and helped to expedite the process. Our website shipping is heavily dependent on this app since we are dealing with complicated shipping methods. And once this caused an issue, most of the sales which are coming from out-of-town customers could not submit any orders which were very urgent matters to our small business. The owner explained why their response was delayed and apologized for the matter which I truly appreciated. With their help, we were able to fix the issue on Wednesday. They explained what caused these issues and assured us this will not happen again. However, I hope that the person who first checked my email regarding the issue could have been thoughtfully looked into the matter and escalated the problem to the developer. Thank you for all your help.

We have been using ASR for about 4 years now and we were having some issues with our blended rates overriding a free shipping rate that we also have set, Molly got back to me within minutes and was a wonderful help to us, she quickly identified the issue, send me a video on how to fix it and then stayed online with me until it was fixed. Can not thank them enough for the help and efficiency on get our rates fixed.. Cheers Molly!