Yotpo Email Marketing & SMS

I had them for the pass 2 Years and it was great when they set it up for me. But since we moved out store to another shopify account and asked for help transferring over our campaigns we had setup they we no help and never tried to help in fact closed my ticket. I now had to eliminate them from my new shopify account and us my credits I had remaining and sms/email blast everyone and updating customers about our changes. If you ask me I did find a better solution YMS for my sms and will be needing someone new for my reward and loyalty program as I wont be using them for that either.

I have been using this app for the past two years, the sms campaign part of things Is a complete scam. Recently I’ve noticed that the campaigns aren’t being sent to my customers and the app is overcharging for messages sent. I’ve reached out each time and a ticket is created with no resolution and broken promises. I will be moving to a different app.

If you are looking for a company that values CLEAR TRANSPARENCY, DO NOT USE YOTPO! Even now, with their new promotion, RETAIN FORWARD, they do not PROPERLY disclose how much it will cost with BLACK CROW AI—all fees and charges are HIDDEN! Yes, you do get a 30-DAY TRIAL, but before you can use it, you are REQUIRED to set up a meeting with BLACK CROW AI.

When running a small business, this process becomes incredibly FRUSTRATING! IT HAS BEEN A DISAPPOINTING EXPERIENCE. The app lacks TRANSPARENCY in budget tracking, and EMAIL LINKS CONSISTENTLY FAIL to work. Despite MULTIPLE REQUESTS for support, the issues remain UNRESOLVED. Being LOCKED INTO A ONE-YEAR CONTRACT has only added to my DISAPPOINTMENT.

I CANNOT WAIT for this contract to end!

Tech Support is the worst and after 4 weeks they have never fixed the simple issue as to why I cannot see conversion details. They NEVER accessed the Shopify Store after requesting access, and I could not segment, and had no analytics data.

SMS marketing accounts for roughly one-third of our monthly sales. Being forced to “blindly” send marketing messages without conversion data or the ability to segment has significantly impacted our business. This situation was far more than an inconvenience—it directly affected our potential revenue.

To continue with Yotpo would only result in further harm to my business, so I’ve made the decision not to renew or continue with their services.

I swapped to Yopto after being sold on a more cost-effective solution for email marketing from Klaviyo. Take my review as a warning that cost-effective doesn't mean equal efficiency. Yopto lacks in integrations I had previously with Klaviyo and so far I am pretty disappointed I made the swap.

To make it worse, the system glitches all the time. Literally, I can't get it to load on Chrome or Safari consistently. So half the time I am fighting with my browser just to even access my email.

If you're thinking about it, just don't do it.

The plugin does not work proprely !
specially on the most important thing : abandoned cart workflow stopped to work on 26/10 for no reason !
And "Melvin" from support has no idea how their tool work so i wasted my time trying to explain to him how it's own software suppose to work.. but he keep driving me on none helpful information.. so bascially no way to make it work..

DO NOT USE THIS. I am not sure how they got so many good reviews. Their SMS subscription is broken, very hard to setup. Their support staff in Philippine are poorly trained.

DO NOT WASTE YOUR TIME ON THIS APP.

HORRIBLE APP & WORSE CUSTOMER SERVICE. Their email editor is very glitchy. Which was disappointing after spending 3 hours setting everything up. When you go to edit text or email messages the editor wont let me add emoji's and will put my texts in random places. I cleared my cache, restarted my computer and all to have tech support tell me to use a different browser... um excuse me? I use the same browser (chrome) for ALLL other shopify apps so why should I have to use a special one for a app rated 4.9 stars? I gave up and wasted my time with this. Don't recommend because even if the editor works on your browser tech support is no help

Do not use Yotpo as they have shady business practices and poor customer support. We made a big mistake signing a yearly contract for Yotpo SMS, Reviews, UGC, and Rewards.

1. Yotpo offered four free months of services by signing a yearly contract with them but still charged us $5,245.80 USD for the most recent quarter when the free months were supposed to begin (at the end of the contract). This is explicitly stated in our contract with them. When I brought this to their attention, they said they'd look into it, and it has already been weeks without an update.

2. If you use Yotpo SMS there is a "reloadable" balance to fund your messages. However, it turns out according to their terms of service this reloadable is nonrefundable, even if you stop using Yotpo for SMS. We currently have $5,681.42 USD in that account which is now just "Yotpo Bucks". I understand this is in their terms of service, but it is simply an unethical business practice.

3. If they try to sell you on the benefit of having an account manager with them just ignore it. Their account managers have a high turnover rate and hardly get back to you.

Don't make the same mistake as us as it might cost you $11,000 as it did for us unless we enter litigation. I wish Shopify had higher standards and considered "terms of service" and customer support before approving an app into their Certified App Program.

If I could put 0 stars, I would.

Extremely disappointed in the customer service of this company. I had been using a variety of Yotpo apps for years now, and had switched over my SMS service to Mailchimp as of the holidays 2023. My last use of Yotpo's SMS app was Black Friday 2023.

Randomly, on a Sunday evening, on May 12th 2024, my Yotpo account says it sent out a random "automation" to all of my SMS subscribers without my consent. I had never sent up any type of automation, and even after checking my account, could not identify what was "setup" or "sent". What I did notice though is that I was had SIX $20 recharges made to send these mysterious texts. (BTW, my own phone number is one of the numbers within the list and I hadn't received any text from this "campaign".)

When I reached out to Yotpo to ask for assistance and a refund for this unauthorized charges, they simply blamed the fact that my auto-recharge option was still on, and so despite me not ever creating this "campaign" and them being unable to even figure out on their end how it was created or by who, I am still responsible for paying these recharges for an automation "sent" in error. But again, as I have said above. I never received a text from this campaign, and others who I know personally that also had a phone number on our list didn't either.

I am out $120 for a campaign I never set up, a campaign that Yotpo cannot figure out how was setup, and a campaign that I am not even convinced truly sent to anyone at all.

And Yotpo refuses to refund me.

Despite my years of loyalty and despite no proof showing that this wasn't an error on their systems part.

If I were you, I would run.

Find a different app with a company who cares about their customers and stands behind making their own flaws corrected.