Avada AI SEO Image Optimizer

Hi there, Thank you for sharing your feedback with us. Regarding your case, since you previously used our paid plan then downgraded, the feature was automatically locked, which is why you could no longer make edits. That said, we were still able to assist you with the changes on our end. Since the support agent handling your case was still new, we apologize that the correct solution was not provided right away. However, he later helped process the edit and carefully confirmed that the final result matched your expectations. We are glad that it's set up for you. We also contacted you afterward to check whether you had any remaining questions or concerns. We would greatly appreciate it if you could get back to us and let us know how things are going now. Best regards, Nim Avada Support Team

Hi Maximiliano, Thank you for taking the time to share your feedback. I completely understand how concerning it is when your store's page speed is affected. We have carefully investigated the performance issue you reported. You mentioned that a specific API call was slowing down your store's LCP: /api/get_geolocation?shop=dafeac.myshopify.com (sales-boost.simesy.com) After checking the domain of that request, we found it comes from another app provider (Simesy), which was installed in your store. Furthermore, we have documented evidence, including saved PageSpeed Insights reports from the theme our team optimized for you, confirming that this issue is not caused by our app. In fact, looking at Shopify's own Web Performance report for your store, your real-world LCP has actually improved since installing Avada. Our team has put significant effort into optimizing your store's speed and removing 'spoofing' scripts, and we are confident these optimizations were working as intended. Regarding customer service, our team was actively supporting you throughout this process, with multiple agents and our technical team working on your case. We acknowledge that the communication around the most recent issue could have been faster, and we take that feedback seriously. As for the refund, we have not received a refund request from you through our support channels. We have reached out to you directly via email with full details and evidence, and we would love the opportunity to walk through everything with you and resolve any remaining concerns. Best regards, Esther

Hi there, We're genuinely sorry for the stress this situation caused, and we understand why the timing right after installation felt alarming. On the redirect: you looked into this together with Shopify, and their investigation showed the flagged redirect did not originate from Avada, with no residual scripts left behind after uninstall. We traced the root cause to a third-party Microsoft/Bing Ads script on the store, and shared a detailed walkthrough with you directly so you could see exactly what was happening. On the billing: when the free trial was skipped and the plan was upgraded, Shopify started a new billing cycle and automatically issued the invoice for that period — this is handled entirely by Shopify's system, not by us. Even so, we reviewed your request under our own refund policy and processed a refund, which you kindly confirmed receiving. We completely respect your experience and how you choose to share it. We only hope that, with the full context in view, it can be seen in a fair and balanced light. We're here anytime you need us. Best regards, Avada

Ciao Roberta, Grazie per aver condiviso il tuo feedback. Siamo rimasti sorpresi nel leggere questa recensione, poiché durante le nostre conversazioni in live chat questo problema non è mai stato menzionato. In precedenza, la tua esperienza era stata valutata con 5 stelle. Al momento non disponiamo di dettagli specifici riguardo al problema SEO o a Google Merchant a cui ti riferisci. Dai nostri registri di sistema risulta che siano state effettuate solo ottimizzazioni di base tramite la checklist, come modifiche ai meta tag e agli H1, interventi che non hanno la capacità tecnica di rimuovere la visibilità nei motori di ricerca o azzerare le performance SEO. Abbiamo inoltre notato che sullo store sono installate diverse altre app SEO e di gestione dei contenuti, che in alcuni casi possono interagire tra loro e influenzare il modo in cui i motori di ricerca elaborano i dati del sito. Ti saremmo grati se potessi fornire informazioni più specifiche sul problema, così da permetterci di effettuare un’analisi approfondita. Ti abbiamo già inviato un’email di follow-up: ti invitiamo a risponderci così da poter collaborare per trovare una soluzione. --- Hi Roberta, Thank you for sharing your feedback. We were surprised to read this, as during our live chat conversations this issue was never mentioned. In fact, prior to this, your review reflected a 5-star experience. At the moment, we do not have specific details about the SEO or Google Merchant issue you’re referring to. From our system logs, only basic checklist optimizations were performed, such as meta tag and H1 adjustments, which do not have the technical capability to remove search visibility or reset SEO performance. We also noticed that multiple other SEO and content-related apps are installed on the store, which can sometimes interact with each other and affect how search engines process site data. We would truly appreciate it if you could provide more specific information about the issue so we can investigate properly. We’ve sent you a follow-up email to better understand the situation. Please reply to us there so we can work together to resolve this. Best regads, Avada Team

Thank you for sharing your feedback. We understand how critical accurate tracking is for any e-commerce business, and we take concerns like this very seriously. After a deeper technical review, we confirmed that both Google Tag and Facebook Pixel in your store are implemented via Shopify’s Web Pixel system, not as standard third-party scripts in the theme. Because of this, our speed optimization cannot defer, freeze, or delay these pixels, even when JavaScript deferral is enabled. Regarding the claim that Avada “blocked pixels to show a fake high speed score,” we want to be very clear. Avada has never engaged in any deceptive practices that would compromise tracking data or harm merchants’ businesses. Speed scores only have meaning when they reflect real user experience, and any form of manipulation to achieve higher scores would directly go against the trust our merchants place in us. At the same time, our product is built to comply fully with Shopify’s technical guidelines. Any form of manipulating or faking performance metrics is strictly against Shopify’s standards, and an app engaging in such behavior would not be approved or allowed to remain on the platform. We have reached out privately to offer a full end-to-end recheck, should you wish to verify everything together and ensure tracking and performance work correctly without conflict. Thank you again for your honest feedback. It helps us improve both our product and our support process. Esther Avada

Thank you for taking the time to leave a rating. We are sorry to hear that your recent experience with our app was not positive. We were not able to find any recent conversations from your side, so we would love to understand what happened and how we can support you better. As the Customer Success Lead at Avada, I am personally looking into your case. We truly value your long term trust, especially as you use the Pro plan across multiple stores. If you could share a bit more about the issue, our team will assist you right away and make sure everything works smoothly for you. Thank you again for your feedback. We are always committed to improving the app and your experience. Best regards, Esther

Hello, We’re very sorry to hear that your experience didn’t meet your expectations. We completely understand how confusing it must have been to see unexpected redirects and SEO changes not working as intended. Our developers have confirmed that Avada only redirects URLs returning a 404 response; it cannot redirect active links. However, in rare cases, similar behavior can occur due to external factors such as third-party apps or cached routing rules, even after our app code is removed, which means it may not necessarily be related to Avada. Regarding SEO metadata, please note that even when meta tags are correctly implemented, Google often rewrites snippets based on search intent, so differences between your configured meta descriptions and what appears on Google are quite normal. We’ve already reached out to you via email to understand more and investigate this further. We truly appreciate your feedback and look forward to your response. Best regards, Esther

Hi Androe, Thank you for sharing your experience and for taking the time to test our app. We’re sorry to hear that the trial and billing process felt confusing - this is fully managed by Shopify’s system, and we understand it can be unclear for merchants who are new to the platform. To clarify, all app subscriptions on Shopify are handled directly through Shopify’s billing flow. Before starting the free trial, Shopify displays all plan details, costs, and the exact billing date on the “Approve app charge” screen. Once the trial ends, the first invoice is automatically generated on the date confirmed in that step. Please rest assured that there’s no financial trap involved. Everything about the trial and billing process is shown transparently by Shopify from the beginning. Our team has also issued a full refund according to our 30-day refund policy, and we hope this has fully resolved your concern. Thank you again for your time and understanding. We wish you all the best with your store.

Thank you for your feedback. We’re sorry to hear the app felt hard to use. SEO can definitely seem technical at first, especially for new users. That’s why our app includes full user guides and 24/7 customer support to help explain every part of the process whenever needed. It might help to know that there are two main parts of SEO: - Technical SEO: handled mostly by automation. Features like Image Optimization, Google Structured Data, Meta Tags, Speed Up, and Broken Link Manager can automatically improve your store’s technical foundation once the initial setup is complete. - Content SEO: where human input matters. This involves writing clear, keyword-rich and meaningful descriptions that help search engines understand the context and intent of your pages - things only real people can create naturally. It’s been a while since we last heard from you, and we’d be happy to walk you through the setup again step by step to make sure everything still works smoothly for your store. Our team can absolutely help you fix the technical issues using the app’s automated features. For anything that can’t be fixed automatically, we’re happy to check and fix it for you whenever possible. For content-related areas, we’d love to guide you through one sample product page together so you can easily apply the same approach to the rest of your store. Regarding pricing, your annual plan already included a 17% discount compared to the monthly plan, plus a small extra discount for the first year. We believe this represents fair value for the automation tools and dedicated support provided. We truly appreciate you giving the app a try and are always here to help you make the most of it.

Hi, Thank you so much for using our app. We are truly sorry to hear that your experience with our app did not meet your expectations. At Avada, we always strive to deliver the best experience to our users, and we regret that you didn’t have the chance to fully explore the app’s features or see the expected results before deciding to uninstall. We noticed that only a few features were used, mainly the Speed Up and Image Optimization modules. Our app works as a comprehensive SEO tool, offering various features to help you optimize your store's on-page SEO and loading speed. However, it does require some involvement in terms of setup and usage to deliver the best results, as it does not operate fully automatically. 1. Regarding Speed Optimization You were using the Basic mode, which has minimal impact on performance. The Pro Plan offers more powerful tools, such as Turbo Mode, which applies deeper optimization techniques to your theme. If you're concerned about theme impact, the Pro Plan also allows you to request a manual speed-up performed by our technical team. We ensure all optimizations are done on a duplicate theme and do not affect your store’s functionality. 2. Regarding On-Page SEO Upon checking, I saw that Google Structured Data (GSD) hasn’t been configured yet. This feature can enhance your store’s visibility on SERPs and build more trust with customers through better indexing and display in search results. Additionally, several other advanced features like image alt text optimization, sitemap generator, broken link manager and more have not yet been utilized. These tools can provide significant long-term benefits for your SEO. If you’re open to it, we’d love the opportunity to walk you through these features and help you make the most of the app. We’re here to assist and ensure you have a smoother, more effective experience moving forward. We are looking forward to hearing back from you! Warm regards, Daisy

Thank you for sharing your experience, and we’re truly sorry for any confusion or disruption you may have encountered. We'd like to clarify a few important points for transparency, especially for other merchants who may be concerned. 1. Regarding the theme installation Our app does not install any new theme from the Shopify Theme Store. The theme named “Avada Assets – DO NOT REMOVE” is automatically created solely to store your original images, so you can revert to them at any time after using the image optimization feature. This theme is never published or activated on your store. It has no impact on your storefront or live theme, and it can be safely left in your theme list without concern. You can find more details in our help center: https://docs.avada.io/seo-suite-help-center/faqs#what-is-avada-assets-do-not-remove 2. Regarding code changes According to our internal logs, your store only installed the app and performed an SEO checklist rescan — no other features were used. Additionally, since your account was on the Free plan, the majority of advanced features that could make impactful changes to your theme were not accessible at all. Our development team also confirmed that the app does not alter custom code or README files. The only action taken upon install is the addition of a lightweight include snippet, which does not interfere with your theme’s structure or custom logic. We genuinely believe this may have been a misunderstanding or an unrelated issue that happened to coincide with the app installation. That said, we take all feedback seriously and are more than happy to investigate further if you can provide any documentation or specifics about what changed. 3. Note on theme compatibility Our app is compatible with customized themes, not just stock themes or new stores. Many of our users run highly customized Shopify sites with a wide variety of themes, and the app works well for them. If there’s ever any difficulty during setup or integration, our technical support team is always available to assist. If you’re open to it, we’d love the opportunity to support you directly and ensure everything is working as expected. Our team is always here to help.

Hi, We’re sorry to hear you didn’t have a positive experience with the app. We completely understand that every merchant hopes for quick results. However, we would like to clarify for anyone reading this: SEO fundamentally requires setup, optimization, and ongoing effort. There’s no SEO app — including ours — that can bring in immediate traffic without completing essential setup steps and content improvements. In your case, our team had several support sessions to guide you through setting up features and fixing SEO issues. However, the setup was never fully completed — it was paused midway because it was perceived as too time-consuming. Without proper setup and consistency, it’s simply not possible to expect meaningful SEO results, no matter which tool is used. Additionally, I personally reached out to you, pointed out critical issues on your store such as duplicate h1 tags, missing meta tags, and poor page speed performance, and offered to work with you to improve them. Unfortunately, the necessary steps were not followed through. We’re always here to support merchants who are committed to building real, sustainable SEO results — because SEO is not magic; it requires proper setup and continuous collaboration. Wishing you all the best with your future endeavors. Best regards, Esther

Thank you for sharing your feedback. We sincerely apologize for any inconvenience you may have encountered while using our application. We’d like to clarify that while our app is not intended to be a complete, all-in-one SEO tool, it is carefully designed to cover the most essential aspects that the majority of Shopify merchants need — including improving site speed, and providing a practical SEO checklist. Our goal is to deliver focused and effective features without overwhelming users with unnecessary complexity. Regarding the Google Structured Data (GSD) fields you mentioned — we acknowledge that some optional fields are currently not included. However, these fields are not required for valid structured data and do not negatively impact your store’s SEO performance. That said, we understand that some users may have more advanced needs, and we’re happy to share that our team is actively working to expand these options in a future update. Thank you once again for your feedback — it helps us continue to improve and serve our users better. Kind regards, Avada Support Team

We're truly sorry that your plan was unexpectedly downgraded. We've already restored your Pro plan in the app – could you please check and let us know if everything looks correct on your end? This was not something we ever intended, and we deeply apologize for the inconvenience. Our team is currently investigating the cause to make sure this doesn't happen again. We would never want to take your payment without delivering the service you signed up for. As for the issue with your search results, we understand how concerning that must feel. You installed the app in 2023, and we couldn’t find any previous messages from you mentioning this. Even though it's unlikely the app caused the drop, we take your concern seriously and are more than willing to help you investigate. Please reply to our email so we can look into this together.

Thank you for your feedback. We sincerely apologize for any inconvenience you may have experienced while using our app. We would like to take this opportunity to clarify a few points regarding the issues you mentioned: 1. Drop in Google Search Ranking: Google’s algorithm typically requires several weeks or even months to update search rankings based on changes made to your store. Since you only used the app for five days with minimal modifications to the settings, it is unlikely that the app significantly impacted your ranking. However, we are more than happy to investigate this issue further for you. Please respond to our follow-up email so we can take a closer look. 2. Site Crashing Issue: Our speed optimization tool offers two implementation options: applying changes directly to your live theme or to a duplicated theme for safer testing. We always recommend using a duplicated theme first to avoid unintended conflicts—especially if your store uses custom code or third-party apps. Certain optimization features may not be fully compatible with all themes, which can occasionally lead to issues if applied directly to the live version. Please be assured that any changes made by our app can be fully reverted. Furthermore, our technical team is available to assist with any compatibility checks and ensure a smooth integration with your theme. We would recommend reinstalling the app so that we can help you properly set up everything for your storefront. Please let us know how you’d like to proceed, and we’ll be happy to assist you. Thank you for your kind understanding.

Hi LidRax team, Thank you for your feedback. We're very sorry for the confusion regarding the Free plan’s image limit. At the time you left your review, we had just updated our pricing and promptly reflected this on the Shopify app listing. However, the documentation and in-app details hadn’t been updated yet, and that was our oversight. We completely understand how this could be frustrating and truly appreciate you pointing it out. The information will be fully updated immediately across all platforms to avoid further confusion. We also noticed that your store is still quite new. Besides image optimization, Avada SEO Suite offers several other SEO tools—such as meta tags optimization, basic structured data, and an SEO checklist—that could be especially helpful as you prepare your store for launch. We’d love to invite you to reinstall the app and explore these features. Feel free to reach out to us anytime via live chat or email—we’re more than happy to assist you along the way! Thank you again for your feedback—it helps us improve. Best regards, Esther Avada Team

Hi Katherine, Thank you for sharing your experience. I’m truly sorry for any confusion regarding your Pro plan subscription. From our system, we can see that your upgrade was processed successfully, but it seems there might have been something unclear on your end. If you had reached out to our support team at that time, we would have had the opportunity to assist you immediately and clarify everything. We offer 24/7 in-app live chat support, always ready to help whenever something doesn’t seem right. I’ve also sent you an email to follow up on this — please reply to it so we can fix this together. We’d love the chance to make things right and support you further. Your feedback is invaluable, and we'd appreciate the opportunity to turn your experience around. Best regards, Esther Avada Team

Hi Duckwells, We're sorry to hear about your experience. We always assist with code removal upon request, but after checking our records, we couldn’t find any emails or messages from your store regarding this issue. To ensure we resolve this for you, we have just sent you an email offering assistance in removing any remaining code. Please check your inbox and reply so we can proceed. You can also reach us directly at support@avada.io. Looking forward to assisting you! Best, Avada Team

Hello iSAW Company, We sincerely regret your experience and appreciate your feedback. We’d like to clarify what happened regarding your concerns: 1) Regarding your Pro Plan access: Your Pro Plan itself was never revoked. Christian had reinstated your access as agreed, but the Image Optimization feature remained limited, which was an oversight on our part. We have now fully restored this for you. We also sincerely apologize that the latest agent did not have full context when responding to your email, which led to the misunderstanding. 2) Regarding communication with Christian – We understand that you wanted to continue working with Christian. While he was following up on your case, due to an internal miscommunication, your latest email wasn’t routed to him. As a result, our team provided an incorrect response, which we truly regret. This was never intentional, and we sincerely apologize for the confusion. 3) Regarding app performance – We take all feedback seriously and are continuously working to improve both our app and our support processes. Your input helps us enhance the experience for all merchants, and we appreciate your patience as we make these improvements. We truly value your business and would love the opportunity to make things right. If there’s anything further we can do, please don’t hesitate to reach out. Avada Team

Thank you for sharing your feedback. We sincerely apologize for the inconvenience caused by the liquid error displayed on your website. As soon as we were informed about the issue, our technical team worked promptly to resolve it, and the error was fixed on the same day. We appreciate your patience and understanding during this process. If you encounter any further concerns or need assistance, our team is always here to help. Your feedback helps us improve, and we’re committed to ensuring a smooth experience for all our users.

Hi Emily, I’m truly sorry for the disappointing experience you had with our service. Your feedback is invaluable, and I’d like to address your concerns to ensure we can make things right moving forward. Regarding the request for backend access, I understand how this may have seemed unnecessary given that you had already provided the theme source code. To clarify, every theme is unique, and we often need to test our solutions directly on your store’s setup to ensure seamless compatibility without causing any unintended issues. We acknowledge that this wasn’t communicated clearly, and we’ll improve how we explain such requests in the future. I also appreciate your cooperation in sharing the source code with us and recognize that the agent you worked with could have handled this more flexibly. She should have collaborated with our technical support team to explore alternative solutions instead of insisting on backend access. Melody, the agent who assisted you, is new to our team and has taken full responsibility for not fully addressing your concerns. We’re actively enhancing her training to ensure she can provide the level of support you expect and deserve. I also want to apologize for the delay caused during the shift transition. While it’s true that shift handovers can sometimes result in slight disruptions, we have clear procedures in place to assign pending issues to the next available agent. This ensures that all customer concerns are continuously handled without interruption. Unfortunately, Melody did not clarify this process, which likely added to your frustration, and for that, I’m deeply sorry. Lastly, I regret that the service you received did not meet your expectations, especially as a valued paid customer. I understand that paying for a service comes with higher expectations, and I’m sorry we fell short in this instance. Thank you for your patience and for bringing these issues to our attention. I'd love to work with you regarding your pending request. Please reply to my email. I’ll personally ensure your concerns are resolved promptly. Best regards, Esther Customer Success Lead

Dear Espanshe Team, I want to sincerely apologize for the disruptions you experienced while using Avada SEO Speed Image Optimize. It is never our intention to cause any inconvenience that might affect your store's performance, and we fully understand how important it is for your business to operate smoothly. Upon review, it appears that the speed-up feature may not have been fully compatible with certain apps you are using, which contributed to the issues you faced. While the feature is designed to enhance performance, we understand that there can sometimes be trade-offs, and unforeseen interactions with other apps may occur. Please rest assured that this is a rare case, and we are constantly working to ensure our app is compatible with as many third-party apps as possible. In instances where compatibility issues arise, these can typically be resolved by disabling specific features, allowing your site to return to normal functionality. Also, our technical support team is always available to assist, ensuring that the app integrates seamlessly with your store's setup. Your feedback is valuable to us, and we are committed to refining the app to prevent similar issues in the future. Thank you again for your feedback, and we look forward to assisting you in the future should you give us another chance. Best regards, Esther Customer Success Lead

Hello SonerWatches Team, Thank you for your feedback regarding our Avada SEO Speed Image Optimize app. We're really sorry for the inconvenience you’ve experienced. Regarding the sitemaps you mentioned, in some cases, when the app is removed from your Shopify store, our code or traces might remain but will be disabled. This happens because we lose access to the theme files immediately when you uninstall our app. To help with this, we’ve prepared a detailed guide outlining the steps to take after uninstalling the app, which includes instructions on handling the sitemaps: https://docs.avada.io/seo-suite-help-center/faqs#what-do-i-need-to-do-after-uninstalling-app. As for the website speed, we understand your concern that the app seemed to slow down your store, which is contrary to its intended purpose. Since you installed the app just a day before, we’re not sure if you had the opportunity to utilize the speed optimization features fully. We would greatly appreciate it if you could reconsider reinstalling the app. Our team is ready to assist you in optimizing your website's speed and ensure you benefit from all the app's features. Please let us know if you're willing to give it another try, or if there’s anything else we can do to help. We are here to support you and make sure you have a better experience with our app. Thank you for your time and understanding. Best regards, Avada Support Team

Thank you for sharing your feedback. We’re sorry to hear that your experience with our app didn’t meet your expectations, and we’d like to address the concerns you’ve raised for the benefit of other potential users. 1. Regarding changes made without consent: When installing our app, you were prompted to grant permission to edit specific sections of your store, and the installation proceeded only after you provided consent. Here's a screenshot for a better illustration: https://prnt.sc/KcQYp07e2swz These changes are essential for the app’s functionality and follow Shopify's strict guidelines. The app’s processes were approved by Shopify before the app was published on their platform, ensuring that we fully comply with Shopify’s policies. More importantly, at Avada, your store's security is of utmost importance to us. Please be assured that we take all necessary precautions to ensure that your store's data and information are safe and secure. Our team strictly adheres to the confidentiality of our customers' information and will not make any changes to your store without your approval. 2. Residual components after uninstallation: This situation is common with any app that integrates with a Shopify store by adding components. Once the app is uninstalled, it loses access to your store, making it impossible to remove the code automatically. However, we always recommend reaching out to us before uninstalling, and we can trigger an automatic cleanup to ensure no residual code remains. We believe that experienced Shopify users, particularly those who frequently install third-party apps, understand these standard procedures. Should you have any further concerns or require assistance, our support team is always here to help. Best regards, Esther Customer Success Lead

Thank you for your feedback, and we're truly sorry for the inconvenience this has caused. We understand that our speed-up feature might have affected your website negatively. This feature can sometimes cause issues depending on the unique combination of your theme and other third-party apps you may be using. Each theme has its own unique structure, and when combined with other apps, the speed-up feature might not always be compatible with certain elements. However, our technical support team is always ready to assist in ensuring that the app works seamlessly with your website, considering the presence of other apps. We also apologize for the delay in providing a solution at that time. The customer support agent who assisted you was new and did not handle the situation as well as we would have hoped. We sincerely regret this and appreciate your understanding. At Avada, we always prioritize our customers, and we would love the opportunity to assist you further. If you ever consider using our app again or need SEO advice, even without using our app, please feel free to contact us. We will do our best to support you with anything within our capabilities. Best regards, Esther Avada Customer Success Lead

Hello Dutch Natural Healing Team, Thank you for your honest feedback, and we sincerely apologize for the frustrations you have experienced. We take your concerns seriously and would like to address each point to clarify and resolve the issues encountered. 1. Support and issue resolution: Our records show that all issues you raised were addressed within 24 hours. Unfortunately, it seems updates did not reach you due to email miscommunication. We use the store owner's default email from the live chat, and we were not aware that you did not have access to this email. We apologize for this oversight and have taken steps to ensure we communicate through the correct channels moving forward. 2. Default function activation and upgrades: We want to clarify that our intention is never to force upgrades by creating technical issues. Our operation aligns with Shopify's standards, and we never meant to trick our users. The issue you experienced with a specific feature being enabled was a system error, and we are currently reviewing our processes to prevent such incidents. We apologize for any inconvenience this has caused. We have since disabled the problematic feature, and we are pleased to hear that your site's functionality has been restored. 3. Meta Replacements: We noticed that the meta tag rule you created did not include the necessary conditions for it to function. This is likely why you experienced issues. We have detailed documentation on setting up these rules properly here: https://docs.avada.io/seo-suite-help-center/search-appearance/meta-tags/meta-tags-rule. If you need any assistance regarding this, we are more than willing to assist. 4. Instant Page Feature: We take your feedback regarding the instant page feature seriously and would like to address your concerns directly. It's important to us that our features deliver real value, and we assure you that the development of each feature involves extensive research, development, and rigorous testing. Additionally, all our features undergo strict Shopify review processes before being made available to our customers. If there were any discrepancies with the functionality as you've mentioned, it would have been flagged by Shopify's quality assurance. We are committed to transparency and are more than willing to demonstrate the effectiveness of this feature to you. Please let us know how we can assist further in this matter. We appreciate you bringing these matters to our attention, and we are committed to ensuring they are resolved to your satisfaction. Best regards, Esther - Customer Success Lead

Dear Next Cosmetics store owner, Thank you for sharing your feedback. We truly value your opinion and would like to address the concerns you raised. Firstly, please understand that we always respect our customers' opinions, and the timing of writing a review is entirely up to you. We never pressure our customers to leave a review and our agent requested feedback only after addressing your concerns and ensuring you had no further questions. Regarding the Image optimization issue, your images were optimized and reduced by 4.24KB after compressing 95 images; however, the summary doesn't display this correctly. We sincerely apologize for the issues you encountered. We appreciate your feedback and are working diligently to resolve this issue promptly. Regarding the HTML sitemap, the HTML sitemap pages created in the "Pages" section are only generated when you enable the HTML sitemap feature in the app. They are not created automatically. While Shopify does have a built-in XML sitemap, our feature provides an additional HTML sitemap for enhanced navigation. We hope the above explanations clarify your doubts. Please reinstall the app so we can assist you in setting it up seamlessly according to your needs. Thank you for your understanding and patience. Best regards, Esther Customer Success Lead

Hello Jenny, We're sorry to hear about your experience, but we'd like to address your concerns: 1. Code Changes Without Permission: Prior to making any modifications to your theme code, we sought your explicit permission. You were fully informed of this process as you gave us the collaborator request code and approved our collaborator access request. We have the chat history to substantiate this. Therefore, the assertion that we made changes without your consent is not accurate. 2. Impact on your live store: As previously discussed, the speed optimization was performed on a duplicate theme and did not affect your live website. Furthermore, the issues you reported were not found when we checked your website immediately after your report. It is highly unreasonable that changes made to a duplicate theme, which was never published, could affect your live site. 3. Annual Charge: It is standard practice for Shopify apps with recurring subscriptions to charge for the full cycle, even if the app is used for a short duration. This policy is common across Shopify and familiar to long-term users. In your case, the charge was for a yearly plan, which you subscribed to. 4. Contact at inconvenient time: We sincerely apologize for contacting you around midnight. However, we did not ask you to edit your review. Our intention was solely to follow up on the issues and ensure that all your concerns and refund requests were being addressed. We have the chat history to confirm this. We will update you regarding your refund request via email. Best regards, Esther

Dear Cloud Cat Store Owner, We wanted to follow up on your recent experience with Avada SEO Suite. We're sorry to hear that you were not able to achieve the setup you were aiming for, and we apologize for any frustration this may have caused. We noticed that you were trying to use the page title as the title tag and the meta title (SEO title) as the H1 to differentiate them on your product page. we understand that this is an important aspect of your SEO strategy, and we're sorry we couldn't assist you effectively in achieving this. We strive to provide the best support and solutions for our users, and it's clear we fell short in your case. If you have any further details or specific requirements, we would love another opportunity to assist you. Our goal is to help you get the most out of our app, and we are committed to resolving any issues you may have faced. Thank you for giving Avada SEO Suite a try, and we hope to have the chance to make things right. Best regards, Avada Support Team

Bonjour Boutique des Arts Martiaux, Nous sommes vraiment désolés d'apprendre que votre expérience n'a pas été à la hauteur de vos attentes. Nous pensons qu'il s'agit d'un malentendu, car nous vous avons envoyé 3 emails pour vous guider à réserver une démonstration via le lien correct, mais vous avez continué à utiliser l'ancien lien. Quoi qu'il en soit, nous sommes heureux que vous ayez finalement eu une session avec notre chef de produit. Après cet appel, il vous a envoyé 2 emails de suivi, mais nous n'avons pas encore reçu de réponse de votre part. Nous espérons pouvoir régler cela rapidement et efficacement. Merci de bien vouloir vérifier vos emails et nous faire savoir si vous avez des questions ou des préoccupations supplémentaires. Nous restons à votre disposition et espérons avoir de vos nouvelles très bientôt. Cordialement, Avada

Hello Old Bond Art Store Owner, We want to extend my sincerest apologies for the challenges you've encountered with our application. We are genuinely concerned about the breach of privacy and the confusion surrounding your chat data. It's worth noting that this matter involves a third-party chat platform integrated into our system, and we were diligently coordinating with them to address the situation. We’re glad to inform you that this issue has been resolved completely. Please know that safeguarding customer privacy is of paramount importance to us, and this situation is completely unexpected and unacceptable. We adhere strictly to Shopify’s principles, where data privacy holds a foundational position. Should you consider revisiting our app, we are happy to assist you in every step of the way. Best regards, Esther from Avada

Dear Faraja' Styls store owner, We're deeply sorry to hear about your experience. Please rest assured, we take your feedback seriously and would like to address your concerns immediately. Could you please provide us with more details about what happened so we can assist you in resolving this issue? Your satisfaction is our top priority, and we're committed to making things right. Avada Support Team

Dear Two Wombats store owner, We apologize for the frustration you've experienced with our support process. We understand the importance of efficient and effective assistance, especially when dealing with technical inquiries. Your feedback is invaluable, and we're committed to improving our support system to better serve you. We've sent a follow-up email to your account email to address any concerns you may have. Look forward to hearing from you!

Dear Cassie's Critters & Creations team, Firstly, we sincerely apologize for any negative impact our app may have had on your speed score. Your feedback is incredibly valuable, and we are dedicated to swiftly resolving this issue. We want to acknowledge any confusion resulting from our response regarding the "speed-up features." It seems there was a miscommunication, and we thank you for bringing it to our attention. To address your concerns and ensure a resolution, we would like to offer you a complimentary review of your setup to identify and rectify any performance issues. For a more in-depth investigation, could you please provide additional details about the Google report indicating a drop in your speed score after enabling the app? This information will greatly assist us in expediting the resolution process. We also genuinely hope that you can consider re-installing the app in order to work toward the best solution. If you are open to this review, please let me know, and we will provide the necessary support to enhance your experience. Thank you for your understanding, and we appreciate the opportunity to address and improve your experience with our app. Best regards, Avada Support Team

Hi, Thank you for your review. Our SEO expert has contacted you and is helping improve the Store speed. Kindly keep in touch so that we can assist you better. Our analysis has revealed that the second slide show on your homepage is currently being lazy-loaded. This could potentially be a contributing factor to the issue of Largest Contentful Paint (LCP) and overall score. With our expertise, we anticipate significant improvements that can elevate your site's speed score to 65 or even beyond. We would appreciate your thoughts on our proposed solution. We have sent you a follow-up email. Please kindly check your mailbox to get our update and solution. Thank you so much for your generous support! I am looking forward to hearing from you soon. Best regards, Avada Support Team

Hi, Thank you so much for taking time to give us a constructive feedback. Our SEO expert has contacted you and is helping improve the Store speed. Kindly keep in touch so that we can assist you better. Our analysis has revealed that the second slide show on your homepage is currently being lazy-loaded. This could potentially be a contributing factor to the issue of Largest Contentful Paint (LCP) and overall score. With our expertise, we anticipate significant improvements that can elevate your site's speed score to 75 or even beyond. We would appreciate your thoughts on our proposed solution. We genuinely hope to hear from you soon and are eager to seize the opportunity to make a lasting positive impression. Your feedback and collaboration are invaluable to us as we work together to achieve your website's speed and performance goals. Best regards, Avada Support Team

Hi Erik, Rainy here from AVADA. I am sorry for your experience with our support team. Our SEO expert has contacted you and is helping improve the Store speed. Kindly keep in touch so that we can assist you better. Regards, Rainy

Hello We’re sorry to hear you did not have a great experience with our app. Since we haven't had a chance to communicate before, please let us check the issue for you. I have just sent an email to your mailbox. Please help me check our message and solution to remove the app code. Many thanks for your collaboration and we hope to sort it out for you soon Best regards, Avada Support Team

Hi, Firstly, we would like to take responsibility for the experience you had with our app. First and foremost, I would like to extend my sincere apologies for any inconvenience you encountered while using our app. We noticed that you installed our app but quickly had a negative experience. Since we have not had the opportunity to communicate with you before, I would like to suggest a discussion to assist you in optimizing your website's speed and gain a better understanding of your specific requirements. We have sent you a follow up email with details. Could you please check your emailbox and get back to us whenever you are available? Your business with Avada is greatly appreciated. We are always there for you to assist you anytime you need us. We are looking forward to hearing from you soon Best regards, Avada Support Team

Hi, Thank you so much for taking time to leave us a review. As promised, we are willing to refund the app charge which was triggered by an accident. We are genuinely delighted to learn that the situation has been clarified and we hope that our diligent efforts have showcased our empathy and sincerity in resolving this matter. If you need any further help, please feel free to ask Best regards, Avada Support Team

Hi, Thank you so much for your thoughtful feedback on our app as it helps us improve the app better for you and other users. On behalf of our team, I am sincerely sorry for the inconvenience you experienced when using our app! Before you uninstall the app, you can definitely remove all our app assets from your shop automatically here: https://prnt.sc/1sfRxkFlfpYy You can also manually remove app assets by following our instruction: https://help.avada.app/seo/what-do-i-need-to-do-after-uninstalling-seo-app/ There are cases when most SEO apps are uninstalled, the app can't auto-remove its code snippet because it no longer has access to your theme files. Like other SEO apps, after being uninstalled, the code still remains on your website because of some features like meta tags or structured data which inserts snippets into your theme. Therefore, we need to do an extra step to edit theme (file liquid template) and get them removed. We have sent you a follow-up email. Please kindly check your mailbox to get our update and solution. Thank you so much for your generous support! I am looking forward to hearing from you soon. Best regards, Avada Support Team

Hi, We are sincerely sorry for the inconvenience you experience when using our service. While accidents do happen, it's our job to own them by responding quickly and doing everything in our power to help you solve the issue. As mentioned in the feedback, the ranking dropped 1000 positions in your keywords after one day of using our app. I would love to ask for more information to investigate the issue wisely. 1/ What target keywords do you see a decrease in the ranking? What pages(s) are you referring to? We appreciate it if you let us know which tool and how you measure the ranking. The more information we have, the faster we can do to find out the root of the issue. 2/ Our app has two main benefits: optimize store speed (instantly) and ranking (long term). That said, rarely, the ranking drops badly after a night due to an application installed. Note that it takes 3-5 days for Google to index any change made on your site. There are still possible causes, and it is great to have your collaboration to find out exactly the culprit! We are seeking your help to do a full audit to diagnose the problem and repair the process to ensure you won't have to go through anything like this again. I'm confident your next experience with our employees will be up to the high standard that you've come to expect from Avada. We have sent you a follow up email. Please check your email box for details Thank you Avada Support Team

Dear Tony, We're genuinely sorry that you are experiencing this unexpectedness with our app and we would like to apologize for any discomfort this brought you. We want you to know that we're here to assist you. We are investigating your site and working our best to find out the best solution to get the issue resolved and earn back your trust in our service. We did send you a follow-up email about this, please kindly check that in your email inbox. I look forward to hearing from you soonest!

Hi, Thank you so much for your thoughtful feedback on our app as it helps us improve the app better for you and other users. On behalf of our team, I am sincerely sorry for the inconvenience you experienced when using our app! There may have some pieces of code left on the site even you use the automatic option. In fact, after uninstalling almost all Shopify SEO apps, the code still remains on your website. That is because of how some features like meta tags or structured data from most SEO apps, which inserts snippets into your theme. Therefore, we need to do an extra step to edit theme (file liquid template) and get them removed. We have sent you a follow-up email. Please kindly check your mailbox to get our update and solution. Thank you so much for your generous support! I am looking forward to hearing from you soon. Best regards, Daisy

Hi, Thank you so much for taking your time to leave us a feedback. Your insights, attention to detail, and constructive comments have been truly instrumental in guiding our efforts towards continuous improvement. I would like to assure you that we have been diligently working on enhancing various aspects of our application based on the valuable input received. Your feedback has not only helped us identify areas for growth but has also motivated us to strive for excellence. We genuinely believe that the recent updates and refinements we have implemented will greatly enhance your user experience, addressing the concerns you previously raised. Once again, we sincerely appreciate your time, effort, and commitment in sharing your thoughts with us. We value your contribution and look forward to serving you better in the future. Best regards, Avada Support Team

Hi there, This is Daisy from AVADA Team. I am so sorry for the delay as it takes a bit of time to apply the fixing. I've checked your SEO analysis with the warning reported. We can totally fix the issue for you. I also shoot you a follow email, kindly check it so that we can assist you better and at highest priority. Thank you Daisy

Hi, Thank you for your valuable feedback and I am so sorry for the experience you have had! I can see you contacted our livechat several times and some issues happen, and we were trying to resolve it asap at the time you contacted. To better assist you to solve all issues mentioned, I have sent a follow-up email. Please check your emailbox to for details. Thank you so much! Daisy from AVADA

Hi there, This is Rainy from AVADA. First of all, I am sorry for the inconvenience you have encountered. I totally can relate to your frustration. We have Speed up function and other features to boost your speed like Lazy loading, Minification, Instant Page. In your case, I suppose that the functions are not properly implemented in your store yet. We can surely fix it for you, improve the speed lightening. Could you please check my email so that we can assist you better in this. Hope to hear back from you soon. Thank you! Rainy

Hi there, I am Daisy from AVADA Team. I am reaching out to you today regarding the speed issue mentioned in your recent review of our SEO Suite app. Firstly, I am deeply sorry to hear that your store speed started to fall under average after installing our app! Secondly, since have not had a chance to communicate before. Would you be willing to give us more opportunities to help you improve the situation? We are very grateful for that! To help us check this issue better, could you please let me know: - Your speed score before and after SEO Suite installation? - How do you measure the speed score? - Have you installed any other new apps at the same time with SEO Suite? Any details would be very helpful! We will try our best to help you revise the speed as it used to be. I am looking forward to hearing from you soon Thank you! Daisy

Hello, I am Daisy from AVADA Team. We have received your review about our SEO Suite app on Shopify store that said you had trouble when removing the code. Firstly, I am truly sorry to hear that you have not had a great experience with our app. It should not have happened before! Secondly, since we have not had a chance to communicate before, would you be willing to giving us an opportunity to connect with you and help you solve the raised issue? I would love to ask for your permission to clear our your problem as follow: There are 2 options to remove the app code: Automatically or Manually (http://prntscr.com/wnv8b4) There may have some pieces of code left on the site even you use the automatic option. In fact, after uninstalling almost all Shopify SEO apps, the code still remains on your website. That is because of how some features like meta tags or structured data from most SEO apps, which inserts snippets into your theme. Therefore, we need to do an extra step to edit theme (file liquid template) and get them removed. We have sent you a follow-up email. Please kindly check your mailbox to get our update and solution. Thank you so much for your generous support! I am looking forward to hearing from you soon. Best regards, Daisy

Hello, We are sincerly sorry to hear that you do have a good experience with our app. We know that it must not have happened before! We appreciate if you could let us a chance to troubleshoot it. As you spent time and effort on our app, I believe that you want it can run properly on your site without any problems just like we do. We have sent you a follow-up email with a detailed answer and proper solutions upon your issue. Please kindly help me check your email to get an update from us. Again, your honest feedback is so important to us. We are trying our best to improve our service and support you as promised. Best regards, Daisy from AVADA Support Team