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Updated Review: After seeing my review on their site, their head of customer service contacted me directly from their personal email to make sure I got the answer I needed. Amazing customer service. I believe there was an issue of my emails never reaching their support team, so if you do not get a response within 24 hours, try sending them an email from a different address.
Review on 1/4/2023: The app works pretty well. However, there is an issue with tagging customers as "Wholesale" when Shopify wants to default the tag to "wholesale" and apparently the lowercase "w" throws off the app from recognizing the customer as wholesale. I have emailed support 4 separate times in the last 30 days and have yet to hear from them. Lack of support is really making me rethink which app I use.
I'm so sorry you aren't getting the information you need. It looks like we wrote back around 7:30pm EST last night, can you check your spam folder in case the message went there? Someone from our support team will also email you directly in case a spam filter is getting in the way for some reason. We will monitor this and make sure you get the help you need asap.
this app hasnt worked since ive had it installed, im paying £30 a month and their support have ignored my emails for months
Malik, I'm sorry you had this issue.
It looks we responded to your inquiries back on October 27th, but never heard back from you.
We've tried to contact you at the email listed on your Shopify account today, and it's saying the email is no longer active, and we don't have an alternate way to reach out to you. Can you reach out to us at support@wholesalegorilla.net?
We'd love to help get this resolved for you.
Thanks,
Matt
Tried so many apps before finding Wholesale Gorilla. Customer support is great and so is the app. Highly recommend
Using the app is easy with great documentation. We had a few issues with setup and contacted support, they were helpful in getting them resolved. Support replied in a timely fashion as well.
Amazing App, It does exactly what we need for our store it's possible to customize many parameters.
As our store runs in Italian we need to solve some issues and the support team was simply great, quick and responsive.
highly recommended
We use this app to help control the wholesale prices and accounts on our site. It works very well, but has some restraints when it comes to switching themes. Our site was down for 2 days since our customers were not able to complete the checkout process. I informed support, and they were quick to take action and communicated very well with me. Great app, Great service.
Thanks for the feedback! I'm sorry you had some trouble updating your theme. We will try to improve communication around changing themes to ensure other merchants have a smooth transition when updating their theme. Let us know if you have any other questions/feedback. Thanks!
I installed this app, i didn’t use it, and then was continually charged after I deleted it from my account. I want my money back. This is not acceptable. Looks like I’m not the only person this has happened to.
Hello! Shopify handles all billing for any apps listed on the app store, so as soon as you uninstall an app Shopify automatically cancels the billing.
We would be happy to approve a refund for any portion of our app's subscription you didn't realize you were paying for or that may have been billed in error. We reached out to you via email, so let us know and we would be happy to take care of that asap.
An unfortunate feature of Shopify is that if you uninstall a day or two after a new billing cycle starts you will still be charged that month's full subscription fee. We have requested that they start prorating these charges but in the meantime we can issue a refund for unused days
Sorry for any confusion there. You can read more about how Shopify handles billing for apps here: https://help.shopify.com/en/manual/your-account/manage-billing/your-invoice/apps#subscriptions
Let us know if you have any questions. Thanks!
-Matt and the Wholesale Gorilla Team
Wholesale Gorilla is simple to use and it comes with excellent support. Highly recommended!
Thanks so much! We look forward to bringing you even more great features and we're here to help as needed.
The tech team/ customer service team are super helpful with any requests you have. We had a slight error made on setup but they have fixed it asap and have refunded me for the couple of months it didn't work as it should. The app is really easy to setup and use
Tried having my team reach out to them to fix the issue because the app is tagging customers incorrectly causing wholesale customers not being able to login.
The wholesale gorilla support has been unable to identify the problem for weeks saying "that it is working just fine" when it is not. I don't know if they are manually adding the correct tag themselves when they test it or what is going on but I've been sitting here for 2 hours trying to figure out whats wrong and I think I finally found the issue but now Im waiting back from them on how to fix it, wasting more time.
Im sure their app works fine when the settings are correct, but their support being unable to identify the actual problem is a red flag for me since Im busy with other important things and they were unable to fix this without the CEO of a $100,000/month company digging around in the back end.
We're sorry for the trouble with the app tagging customers incorrectly. We identified the issue and fixed it after our video call. Unfortunately, there were some delays in working with your team, which prolonged the issue. We appreciate your patience and understanding.