Yotpo: Product Reviews App

I spent four months evaluating options before selecting this company to manage product reviews for my business. I’m a paying client, and the onboarding experience has been unacceptable.

On day one, I received four different onboarding templates from three different support reps. There was no consistent guidance or version control. I was asked to complete onboarding materials that turned out to be incorrect, and had to redo them multiple times based on conflicting instructions.

The platform's email delivery system shows messages as “delivered,” but test results show that emails are not actually sending. The failures are related to improper DMARC authentication and misconfigured CNAME records. As a result, there is no reliable way to confirm whether customers are receiving emails, or if those messages are branded or compliant.

During setup, the system also sent out duplicate review requests to customers due to conflicting onboarding inputs. That issue took 24 hours to resolve.

Additional issues include:

Support replies take 24 hours, even for setup-critical questions

Help documentation frequently leads to 404 errors

There is no self-service path for resolving basic issues

This is not acceptable performance for a paid service. I cannot recommend this provider based on the current state of their operations.

We worked with Ian Christian via chat support to resolve a minor issue we were having where the app recently began to prompt us to go through onboarding, despite the fact that we had set up and customized the app months earlier. We didn't want to reset any of our customizations, so we wrote into support to ensure we handled resolving this properly.

Without confirming anything with us, the agent apparently clicked "okay" on our onboarding prompts (exactly what we did not want to do) and reset all of the customizations we had implemented. This erased all of the professional development work we had paid for in customizing the widgets on our website, and additionally reset all the emails we had customized as well.

While I understand mistakes happen, the most frustrating aspect is that the agent did not seem to care that they had done this. They hardly responded to our follow up questions, then flatly stated that they can't revert back to before they erased all of our customizations.

After some pressing, they said they would escalate this matter to tier 2 support, but they had no estimate of how long it would take to hear anything, or if they could help at all anyway.

In this case, we regret reaching out to Yotpo support. They degraded our customer experience and now will cost us time and money to correct everything they erased and reset.

I am telling my fellow sellers a cautionary tale. I have been with Yotpo for 7 years.. a long time in the e-commerce world. I have watched this company transition and what has become apparent is 1- there are major speed issues with all yotpo products on your shopify store 2- you will experience Google Console issues and they will expect you and your dev team to invest time to assist with a fix with no economic benefit to you 3- you will experience cost increases year over year and 4- they will have no loyalty to you if you are an older client or if your business goes through a hard season

Of course, companies need to make money but their business model has slowly pulled in things like SMS. What this means for you, fellow retailer, is that you will lose compatibility with critical channels (like say, Attentive for SMS). Their response? Just move to us... bundle and save- and they treat the precious company you've built like a cable and telephone contract.

This insidious way of doing business is bad for all small businesses. There are plenty of better options that won't weigh down your site, cause SEO issues and throw compatibility roadblocks into the mix (as well as save you a considerable amount of cash).

This is my 15th year running my brand. My reviews are few and far between for stack tech however when I see predatory contract management that hurts business and overall operations I am compelled to share it to prevent the heartache and replatforming we are now going to undertake.

I moved from free version Judge.me to Yotpo as Yotpo looked great and lots of raving reviews about it. I was told about the visual UGC plan which I also added. The review app is great that you can leave images - however, the customisation of the email for review requests is quite basic and clunky. If you want to update the follow up email it resets everything.
The visual UGC has some issues too - with things like product album not being able pull from a source of images. I've also had a few issues with the homepage gallery how it shows up on shopify - in which support has taken about 5 days and counting to fix when I thought it should be a simple fix.
Uncertain about this being worth the money as of yet as there is not much perceived perks compared to free version of judge.me yet. I'm glad I didn't pay for the prime version that sales recommended yet as it wouldve felt like even more wasted money.

"We never send automatic emails to past orders, this is a step in the onboarding flow that needs to be confirmed by the user."

You literally do it without any confirmation from my side.

They respond to issues, and collect the reviews, but their integration with Meta and other platforms is suspect at best.

Exceed 10 orders a month and you'll learn that it's ludicrously overpriced! 50 cents to send a form email? Really? I'll send them myself at that rate.

the app was easy to use, but the overall cost just doesn't justify the product. it's too expensive to use. judge.me offers better quality products for a better price however, their customer service is on point. Daniel p had helped me transition and export all of my reviews to a new platform.

The app is not very customizable, slow, and requires HTML and coding experience to integrate in any sort of robust way. Also, the 'Immediate Update' feature, which is describe as a developer mode where you can experiment rapidly with different features of the widget, actually take 8-24 hours to update. This resulted in my customers not being able to leave a review for a day.. right after I sent out review request to all of my customers. The customer service representative who helped me solve the above described catastrophe was at least knowledgeable and helpful though. 5 Stars to Ronel for that. 2 stars to the app.

Waiting on senior team and email now...actually my case is still not solved...so im reducing this to 2 stars.....i didnt get a promised email from senior level staff to investigate why yotpo didnt have any reviews for a year...im an owner of a small business..i dont have anyone helping me so i do need a wee bit of extra support..havent got it to date...