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Based on our experience, we do not recommend Yotpo for businesses that need reliable support in high-stakes or legal situations.
During a recent legal matter, we depended on Yotpo for documentation tied to their SMS platform. Here’s what we encountered:
A formal letter provided by Yotpo included an incorrect phone number, which their team later confirmed was a template error.
Our legal team required corrected documentation and supporting records (including metadata/logs) to meet court standards.
Despite the urgency, there was prolonged back-and-forth on what could be provided and how.
Critical records needed for admissible evidence (such as underlying logs tied to opt-in data) were not immediately delivered in a usable format for the case.
The situation escalated to the point where legal pressure increased, including motions filed in court over missing or insufficient documentation.
Our opinion:
When everything is running smoothly, platforms can seem interchangeable. But when a serious issue arises, the level of support and accountability matters most.
In our case, we did not feel adequately supported when it mattered most.
If your business relies on SMS/email platforms, make sure you fully understand what legal-grade data and support they can actually provide before committing. Team WOLFpak
Hi WOLFpak,
We’re sorry to hear that this was your experience, and we appreciate you sharing your perspective.
We take situations involving legal matters very seriously and worked closely with your team and counsel to provide the requested information. This included sharing available records, clarifying how data is collected within our systems, and coordinating with your legal team on the appropriate format for documentation.
To clarify a few points for transparency:
The phone number discrepancy referenced was identified as a drafting error in a template, and we moved quickly to acknowledge and correct it.
We provided access to the underlying data available within the platform, including guidance on how to export records directly from your account.
We also confirmed our willingness to support a formal declaration to help ensure the information could be used appropriately in legal proceedings.
Legal processes can sometimes require very specific formats and validation steps that go beyond standard platform exports, and we remained engaged throughout to help bridge that gap alongside your counsel.
We understand how important responsiveness and clarity are in high-stakes situations, and we are continuously improving how we support customers in these scenarios.
We appreciate the time we worked together and remain committed to resolving the matter at hand.
— The Yotpo Team
This app used to be great, but now I am unable to get support and was charged for an unusable product. I can no longer recommend this app to users.
Hi Grumpy Dog Club, thank you for sharing your feedback. We’re truly sorry that your experience didn’t meet the high standards we strive for.
We just emailed your inbox to discuss a solution and make things right for you. We value your business and hope to turn this experience around!
Best,
Yotpo
I've been using the application since 2020 (SMS Bump at the time) and now, for no reason at all, the flows of abandoned cart are no longer being sent.
The support is useless.
Thank you for being with us since 2020, we truly value your loyalty and long-time support. We’re really sorry to hear about the issue with your abandoned cart flows and that your recent support experience didn’t meet expectations.
We’ve reached out via email and followed up to offer a meeting so we can personally help troubleshoot and resolve the issue. We haven’t heard back yet, but we’re still here and ready to assist whenever you’re available.
Your experience matters to us, and we’d love the opportunity to make things right. Please feel free to reply to our email or reach out through our support channels, and we’ll make sure your case gets attention.
COBRAN LO QUE QUIEREN, SIN RESULTADOS Y ENCIMA COMO NO TE ENTERES TE ARRUINAN. NO USEIS ESTO EN LA VIDA. pero es que con la aplicacion desinstalada aun siguen cobrando.
ESTAFADORES
Mark Horrocks
Attachments
12:29 PM (2 minutes ago)
to Shopify
Hi,
Please see screenshot I removed the app Yotpro sms capture and I am still receiving
a popup.
My website chevanderwheil.com is corrupted.
Thanks,
Mark Horrocks
07973-786657
L'équipe est très réactive ! Dès que vous avez une question, ils vous répondent sous 5 minutes et cherchent toujours à trouver une solution. Une mention spéciale à John B qui m'a prise en charge à plusieurs reprises.
Il y a tout de même quelques beugs parfois sur la plateforme mais ils travaillent activement dessus.
Israel people
为什么不开通中文啊？我看不懂英语
I've been using the Yotpo SMS app and I'm really impressed with its effectiveness. It's easy to use and has greatly improved our customer communication. Special thanks to Jay for his outstanding customer service—quick, professional, and extremely helpful. Highly recommend Yotpo SMS!
Very responsive support. I had a problem sending SMS messages. I contacted support. Marnie quickly understood what was going on and told me what to do to validate my account.
In a few minutes the problem was resolved.
Thanks Marnie