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Great app and Mitch in CS was excellent - went above and beyond to fix my issue with a great idea and very fast implementation. Thank you Mitch!
Thank you for the feedback! We appreciate your kind words and are here if you need anything else!
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.
Thank you for bringing this to our attention. We understand how important your customizations are and your efforts you invested and we are taking this matter seriously. Our apologies for any inconvenience caused.
As discussed in your support case, we have taken steps to ensure that the onboarding prompt will not affect your existing setup moving forward.
Additionally, for the inconvenience, we have offered to have our help with customizing your assets free of charge. Feel free to let us know should you want to proceed with this through your support ticket.
Arven, Jann, Rovi and many others were so helpful in migrating our reviews from BigCommerce to Shopify! Delighted to be able to work with them 24 hours a day with no restrictions. They made this task very easy. Thank you!
We’re happy to hear the team made your review migration from BigCommerce to Shopify easy. Thank you for the great feedback!
The peoples are really helpful! I'm happy to say their customer support is good and helpful.
Works well! When I needed help Doner P. resolved the issues quickly. There a different options to suit different needs!
We're glad to hear Doner resolved your issues quickly. Thanks for the review!
I received excellent service resolving our product reviews template issue on the Yotpo app. Ruzsel John was prompt, professional, and efficient. Highly recommend!
Thanks for the great review! Your recommendation means a lot to us!
Daniel P. was exceptional! fast and efficient service... he handled my question like an absolute pro! Thank you Daniel!
Doner is really great man, he understand the needs quickly and provide the best quality customer services. thanks
App works fine and great help from the support team. Thanks Vien for all your help!
Had numerous queries regarding the app and some more technical than others but Reymon N was more than understanding and quickly resolved all issues i had
Amazing to hear Reymon handled your queries effectively and swiftly. We’re always working to enhance our support’s technical expertise to better assist you. Thanks for the feedback!