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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.
Thank you for bringing this to our attention. We sincerely apologize for the frustration and inconvenience this has caused. We have thoroughly investigated the issue and can confirm that the issue have been rectified and processed the refunds.
Additionally, we attempted to reach out to you regarding the recent $10 charge, which is linked to your keyword monthly subscription. If you have any further questions or need additional assistance, please do not hesitate to contact us.
Thank you for your patience and understanding. We value your continued loyalty and are committed to providing you with the best possible service.
BE AWARE this company they charge me 199$/m. more than a ONE year while i was on a FREE PLAN. I escalated several times this problem but since now NEVER get answer and REFUND!
WATCH OUT, this is PURE SCAM will notify Shopify relevant team !
Thank you for bringing this to our attention. We take such matters very seriously and want to ensure that we address your concerns accurately.
Firstly, we apologize for any frustration you may have experienced. Based on your request, we have already processed the whole refund back to your original payment method.
Additionally, someone from our team has reached out to you to clarify any misunderstandings regarding the free trial and ensure all your concerns are addressed. We strive to provide the best service possible, and we regret that we fell short in your case.
If there are any further issues or if you have any additional questions, please do not hesitate to reach out to us directly. We are here to help and ensure that this matter is fully resolved.
Thank you for your understanding and patience. Please feel free to reach out if you have any questions
Used to love when it was SMS bump now trying to integrate with our new store and can't make an account - keeps saying unauthorized access AND zero way to contact anyone via email ?? I don't want to set up a call. I just want to create an account.
Worst customer service I have ever experienced. It looks like they hire people with no experience or knowledge about their product to talk to you.
I am not hating, I am just talking about my own experience. No help whatsoever, they don't even care. Why have support if you can't support it?
I have spent over 100k with your company and yesterday all the sudden you guys impose an 8pm curfew? I get over one hundreds contacts today from clients saying they didn't get yesterday's text until today. Most of my clients are Law Enforcement and work nights. The majority of our orders come between 8pm and midnight. My sales yesterday are down my 75% for an average thursday sales for last 24 months. The only change is your decision to not send our texts out as you have for the more than 3 prior years we used your service.
I’m preparing for the launch of my new store and want to ensure I have my marketing tools set up before going live. I've been testing different email marketing apps, and my experience with Yotpo has been quite challenging:
Complex Setup: I was required to add four DNS host codes to my domain before even starting to use the service.
Mandatory Address in Footer: I was informed that it is mandatory to include an address in the email footer, which is inconvenient for a home-based business.
Test Email Issue: I was unable to send myself a test email to verify the email automation, and received a message to "contact support or try again."
Initially, I received responses to my first 2-3 questions. However, when I faced the issue of sending a test email, I tried to reach their live agents. The system showed that I was third in line, but when it was my turn, I received a message that agents were unavailable. After that, whenever I tried to contact them again, I was immediately informed that their agents were unavailable, without being placed in a queue.
It’s frustrating to spend so many hours just to get set up, only to face these obstacles and lack of support on the very first day. Imagine testing it; it’s your first day, and they already blacklist you after making you spend so many hours just to get it set up!
Edit: I tried contacting their live agents from another email and it worked, confirming that they did blacklist me already, for having questions! Wow- moving on to a different marketing tool, their loss!
UPDATE: They responded to my review saying that they had responded to my message and that I'm the one who didn't respond. My email is empty, logged into their app again just to see if they really responded, the answer is no, its crickets, its empty. I understand that they need to counter negative reviews for their reputation but to lie? I have no words left.
Thank you for sharing your experience as you prepare to launch your new store. We understand the importance of having your marketing tools ready and apologize for the challenges you faced.
We strive to ensure that our users have a seamless experience with our app and encourage reaching out with any questions or assistance needed. Our chat processes are automated to maximize efficiency and assist as many users as possible. We guarantee you that we do not block any Users who try to reach out to us. As we investigated, our agents were momentarily unavailable when you reached out. Our agent sent you a follow-up email to ensure continued communication despite the missed chat but have not heard back from you.
Authenticating your domain is not as complex as you may think, we would love to get in touch with you and guide you through this process. If you'd prefer articles, you can check them here: https://support.yotpo.com/docs/adding-a-sending-domain.
Please feel free to respond to our email as we are here to help and support you in any way we can, we appreciate your understanding and patience. We hope to hear from you soon.
BE CAREFUL - Abandoned Cart Reminders are not working if the abandoning customer is not a subscriber which is ABSURD!
This is not a marketing email, it's a reminder! I tried to explain that to their support and ask them fix the automation flow for cart abandoning emails, but they still did nothing!
Even Shopify Email app is allowing abandoned cart reminders to be send to non-subscribed abandoners, but not Yotpo. They think they know better.... It's like non-sending email confirmation with tracking because customer didn't click "subscribe to email marketing". :D
Tried to explain that, no luck.
We appreciate your patience and understand your frustration. Our goal is to ensure that our practices not only comply with regulations but also support your business objectives effectively.
To clarify, transactional triggers like Order Created, Shipped, and Delivered messages can be sent without subscribing because they provide essential updates. In contrast, Abandoned Checkout reminders are considered marketing communications because they are intended to drive purchases. As such, we require shopper consent to send these messages, which is crucial for maintaining legal compliance and protecting your business.
We understand this may differ from other platforms, but it’s a measure to ensure long-term benefits by respecting customer preferences and trust. We are committed to helping you optimize your processes within these guidelines.
Please let us know how we can support you further to achieve your goals. Your satisfaction is important to us, and we are here to assist in any way we can.
Thank you for your continued partnership.
My app wasn’t working for the first 6 months, it wasn’t sending out the confirmation emails even after I setup my account and got my number approved.
Fast forward after those 6 months, I launch my campaign and none of my automations were working, the discount code wasn’t applying and they could never get it fixed, not even a two step flow.
My email is filled with code not working errors and I had to go to Shopify’s free email system instead that actually apply a code at checkout.
Use activecampaign or something, this place not good.
Thank you for your feedback. We're sorry to hear about the issues you experienced with our app. Our support team has reached out to schedule a meeting to address your concerns, but we haven't heard back yet. We are eager to help resolve any misconfigurations in your account settings, including the email confirmation and automation errors you mentioned. We assure you that discount codes work seamlessly with our Flows.
Please get in touch with us so we can work together to resolve the problem and provide the assistance you need.
Your satisfaction is our top priority. We are committed to improving our product and ensuring a smooth experience for all our users.
Card Abandoner Reminders are not working with - non-subscribed abandoners! Be aware!
This guys don't know the difference between cart abandoning reminder and marketing email....
If you use their service you risk to loose a lot of revenue!
Thank you for your feedback. We understand your concerns and want to clarify the distinctions between various types of communication triggers.
There are certain triggers, such as Order Created, Shipped, and Delivered, that are considered transactional. For these, we will send messages even if the shopper is not a subscriber, as they are essential for completing the purchase process and providing updates on their orders.
However, this is not the case for the Abandoned Checkout trigger. This type of message is considered marketing communication as it is an attempt to secure a purchase or drive revenue, and therefore, we require the shopper's consent to send these reminders. Adhering to these regulations is crucial for maintaining compliance and protecting your business in the long term.
We regret any inconvenience this may have caused and assure you that we are committed to helping you achieve your business goals. Please let us know how we can assist you further, and we will do our utmost to ensure your satisfaction and success.
Thank you for your understanding and continued partnership.