GemPages Landing Page Builder

Hola, Lamentamos sinceramente la confusión y las molestias que esta situación le haya causado. Tras revisar su caso, vemos que la aplicación fue desinstalada después de que iniciara un nuevo ciclo de facturación, por lo que el cargo se generó automáticamente a través del sistema de Shopify. Entendemos que esto puede no ser evidente, y en estos casos nuestro equipo de soporte siempre está disponible para ayudar a revisar y gestionar cualquier solicitud de reembolso. Nos gustaría informarle que el reembolso ya ha sido procesado y el importe ha sido enviado a su método de pago original. Si tiene cualquier otra duda o necesita más ayuda, por favor no dude en contactarnos. Estaremos encantados de asistirle. Saludos cordiales, Auri GemPages Customer Support Manager

Hello Ovella, We’re sorry to hear that your experience did not meet your expectations. Our Customer Support team has already provided assistance regarding your case. Kindly check the latest update when you have a moment, and if you have any further concerns, please feel free to reach out so we can continue supporting you. Kind regards, Auri GemPages Customer Support Manager

Hello nellaskin, We’re sorry to hear about your concern regarding the billing. As GemPages is a third-party app on Shopify, all charges are managed and processed strictly through Shopify’s billing system, not directly by us. Charges may still appear if the subscription was active during a billing cycle, even if the app was later uninstalled. In your case, you were eligible for a refund, and our team has already reviewed and supported you with the refund accordingly. If you have any further questions or would like us to double-check anything, please feel free to reach out. We’re always here to help. Kind regards, Auri GemPages Customer Support Manager

Hello Loume, Thank you for your feedback, and we’re sorry to hear that the app did not fully meet your expectations over time. Our Customer Support team has already provided assistance regarding your case. Please kindly review the latest update, and if you have any further concerns or would like us to explore ways to better support your needs, feel free to reach out. We’ll be here to help. Best regards, Auri GemPages Customer Support Manager

Hello Our Quill, Thank you for sharing your experience. We’re sorry to hear that the responsive settings caused frustration while working on your layouts. GemPages follows responsive web design principles, which means certain elements such as text styles are synchronised across devices by default unless adjusted using specific device settings. In your case, the text size behaviour and button width settings were working as designed, but required configuration through the responsive controls. Our team has already provided a detailed screen recording to guide you step by step on how to customise each device layout correctly and avoid unintended syncing. We kindly invite you to review that recording when you have a moment. If anything remains unclear or you would like further assistance, please let us know. We’re here to support you and ensure your layouts work exactly as expected. Kind regards, Auri GemPages Customer Support Manager

Hello GlassStaff, We’re sorry to hear that you felt this way about our support experience. Your case has already been handled by our Customer Support team, and we have provided a response regarding the technical issue you raised. We kindly ask that you review the latest update when you have a moment. If you still have any further concerns or if anything remains unclear, please do let us know. We’re here to continue assisting you and ensure the issue is fully resolved. Kind regards, Auri GemPages Customer Support Manager

Hello Das Familienbuch, We’re very sorry to hear about your experience with page speed. We understand how important performance is, and we truly regret that the results did not meet your expectations. Page speed can be influenced by multiple factors such as theme structure, third-party apps, image sizes, scripts, and server response time. GemPages itself does not automatically slow a page, and we would really appreciate the opportunity to review your store in detail to identify the exact cause. Our team would be happy to conduct a performance check and provide specific optimisation recommendations tailored to your setup. Please feel free to reach out via live chat or email, and we will prioritise your case. Kind regards, Auri GemPages Customer Support Manager

Hello Aussie Marching Powder, We’re sorry to hear that your experience with our support did not meet your expectations. Our team has already shared a solution with you and kindly asks that you check it when you have a moment to see if it meets your expectations. If you have any further concerns or questions, please feel free to get back to us so we can continue assisting you. We’re always here to help and appreciate the opportunity to support you further. Kind regards, Auri GemPages Customer Support Manager

Hello Vanlife-Store, We’re truly sorry for the frustration you experienced and for how this support interaction came across. We understand how disappointing that can be. Our team has already shared a solution with you, and we kindly ask that you review it when you have a moment to see if it meets your expectations. If you have any further questions or concerns, please feel free to reach out via live chat for quicker assistance, or email us anytime and we’ll be happy to help. Best regards, Auri GemPages Customer Support Manager

Hello SUSU, We’re sorry for the frustration you experienced regarding the image format request and the refund process. Regarding the images, your request involved changing all background colours to match a specific reference colour. Technically, this is only possible using PNG format, as JPEG does not support transparent or editable backgrounds. This limitation applies not only to GemPages but to all apps using the same image standards, which is why a JPEG solution was not feasible in this case. As for the refund, we strictly follow Shopify’s required process to avoid billing errors. This means we need sufficient and correct information to verify each request before proceeding, ensuring refunds are handled accurately and safely for all customers. We appreciate your feedback and are always happy to review your case again if you have further questions. Please feel free to reach out and we’ll be right here to assist. Kind regards, Auri GemPages Customer Support Manager

Hello Eleven Oasis! Thank you for your amazing review! We're thrilled to hear that you’re enjoying the platform and our customer service. If you ever need assistance or have any questions, feel free to reach out — we’re always happy to help. Auri GemPages Customer Support Manager

Hello AMORENCE, We are very sorry for the inconvenience you experienced when our servers were down. The issue was caused by a major outage from Amazon Web Services (AWS), which affected many platforms worldwide, including ours. While this was beyond our direct control, we fully understand how frustrating it must have been to lose access during an important time. Our team has been working on improving our infrastructure and backup systems to prevent such situations in the future. We truly appreciate your patience and understanding, and we hope everything is now back to normal for you. Best regards, Auri GemPages Customer Support Manager

Hello Mech.land, We are truly sorry for the frustration you experienced with the V7 upgrade and the recent app lockout. The issue was caused by an unexpected outage from Amazon Web Services (AWS), which affected many platforms including ours. Our team has been working on improving our infrastructure and backup systems to prevent similar disruptions in the future. I’ve also reached out to you directly via email to discuss your experience in more detail and ensure your concerns are fully addressed. Best regards, Auri GemPages Customer Support Manager

Hi Pro-Fit Golf, It's Auri, GemPages Customer Support Manager. 1st of all, I'm very sorry for the unpleasant experience. I have seen that you contacted us a couple of days ago about the code conflict, and our CS team was able to assist you on that. I have also sent you a message to support you further if you have any other inquiries. I'm looking forward to supporting you further. All the best, Auri GemPages Customer Support Manager

Hello NoorShades, We are very sorry for the unpleasant experience and the delay you’ve faced. At the moment, our team is still working on improving support for the Translate & Adapt issue, which may be why the solution has taken longer than expected. Since support via email can sometimes take more time, we kindly suggest reaching out to us through our Live Chat inside the app for faster updates and assistance. Best regards, Auri GemPages Customer Support Manager

Hello OK Ready, This is Auri, Customer Support Manager at GemPages. I’m truly sorry for the unpleasant experience you’ve had. At GemPages, we do have a refund policy in place to ensure eligible customers are supported fairly. I’ve already reached out to you directly to assist further, and we’d be glad to help once you have a moment to read my message. Wishing you all the best, Auri Customer Support Manager GemPages

Hello MindFit, It's Auri, a Customer Success Manager at GemPages. I am truly sorry to hear about your experience. Page loading speed can be influenced by many factors, including content size and even external network conditions. Since you had designed many templates with GemPages, uninstalling the app may have caused some display issues due to missing code. That’s why we advised that you can safely redesign your pages using Shopify’s default editor afterwards. I appreciate your feedback and will continue working to improve. If you need any additional support, our team will always be here to help. Auri GemPages Customer Success Manager

Hello Evallys.com, We’re sorry to hear about the slowdown you experienced. Website speed can be influenced by many factors such as page content, third-party apps, or even temporary network conditions. Our team is always happy to check specific cases and provide optimisation guidance. If you’d like us to look into this further, please don’t hesitate to reach out — we’ll be here to support you. Auri GemPages Customer Success Manager

Hello sea and blossom, We're truly sorry to hear about your experience, and we completely understand how frustrating it must have been to lose your work and face limitations unexpectedly. We’d love to learn more about what happened, especially around the unsaved work, as we may be able to help recover the page or at least understand how to prevent this from happening again. Also, just to clarify, our Free plan allows publishing of one page only. To launch additional landing pages, an upgrade is required, though we understand this could have been communicated more clearly, and we’ll take your feedback seriously to improve that. If you're open to giving us another try, please reach out via in-app chat or email at support@gempages.help, we’d love a chance to support you directly. Best regards, Auri GemPages Customer Success Manager

Hola M. Valentina – María Valentina C., Gracias por tus comentarios y lamentamos sinceramente los inconvenientes que experimentaste. Nuestro equipo ya ha proporcionado la solución al problema con la visualización de las variantes después de la personalización del tema. Si tienes alguna otra duda o inquietud, no dudes en contactarnos nuevamente — ¡estamos aquí para ayudarte! Saludos cordiales, Auri | Gerente de Atención al Cliente Equipo de GemPages

Good day Dentiphoto, First of all, I would like to sincerely apologise for the frustration and inconvenience you’ve experienced. I have personally reached out to you with a proposed solution to help resolve the issue, and I hope you’ll be able to review it whenever you have time. We truly regret that this situation caused you both time and financial loss, and we’ll continue to do our best to support you until this matter is fully resolved. If you need any further assistance, please don’t hesitate to get back to us — we’re here and ready to help. Auri GemPages Customer Support Manager

Hi Slimove, It's Auri, GemPages Customer Support Manager. We’re truly sorry your experience with GemPages fell short. We understand how frustrating it must have been, especially with your launch timeline, and regret that we couldn’t deliver a smoother process. I have personally reached out to see if further assistance could be made. Once again, your feedback is important to us, and we’re working to improve our support next time. All the best, Auri GemPages Customer Support Manager

Dear Diana, It's Auri, a Customer Support Manager at GemPages. I sincerely apologise for the long waiting time and the confusion regarding the integration with the Pumper app. Due to a recent surge in demand, our support team has been handling a much higher volume of inquiries than usual. We’re actively hiring and training more team members to ensure we can provide faster and more accurate assistance moving forward. However, we understand that it takes time for new staff to fully master the product and offer the level of support our users deserve. Regarding the Pumper app integration issue, please rest assured that we are taking your feedback seriously. Our team is currently reviewing this case thoroughly to prevent similar issues in the future and ensure smoother experiences with third-party apps. We truly value the trust you initially placed in us and hope we’ll have the opportunity to work with you again in the future. Thank you for your feedback — it helps us grow and improve. All the best, Auri GemPages Customer Support Manager

We are so delighted that you rate our support 5 Star. We strive to provide just that for all our customers. We're excited to be your companion as you watch your business growth.

Dear Kuzmanov, This is Auri, a Customer Support at GemPages. Thank you for sharing your feedback regarding the unavailability of the A/B Testing feature in our V7 platform. I understand how frustrating it must have been for you to search for this functionality, only to find it missing compared to V6. A/B Testing is an incredibly useful tool for running comparative campaigns, helping users identify the best-performing options. With V7, we introduced an entirely new codebase to support seamless integration with more third-party apps, enhancing user experience. However, this new architecture means that A/B Testing could not be implemented in the same way as in V6. We take your feedback seriously and will definitely work on it to improve our app better. Once again, thank you very much for giving us an opportunity to make things better. Best wishes, Auri GemPages Customer Support Manager

Dear SecretOfTea, We deeply apologize for the unpleasant experience you have encountered. We recognize that we should have provided more prompt assistance and are working diligently to expedite our support processes. Your feedback is invaluable, and we are committed to improving our service to better assist you and all our customers. Should you encounter any difficulties, please do not hesitate to reach out again. Our support team will do their utmost to assist you. Thank you for your understanding. Best regards, GemPages Support Team

Dear Arctic Recovery DK, We apologize for any inconvenience you experienced. Our team strives to provide prompt support, and we regret that there was a delay in our response, we are working on it to improve our speed. We are constantly working to improve compatibility and fix any bugs. Your feedback is valuable to us, and we'd like to address your specific concerns directly. Please feel free to contact us so we can assist you further. Thank you for your understanding. GemPages Support Team

Dear Esteemed Customer, We extend our sincere apologies for any inconvenience you may have experienced. In our commitment to ensuring a smooth transition and guaranteeing the integrity of the billing system and the awareness of reverting back, we have manually reverted the option back to the Free plan. We encourage you to reach out to our dedicated Customer Support team for any further assistance you may require. Thank you for promptly providing your feedback. Rest assured, we remain dedicated to continuous improvement and will diligently work towards enhancing your overall experience. Best regards, GemPages Support Team

Dear Esteemed Customer, We extend our sincere apologies for any inconvenience you may have encountered. We observed that you reached out to us via email, and we promptly provided instructions while awaiting your response. It is possible that unforeseen circumstances may have led to the oversight of our email. We value your feedback and remain committed to ensuring your satisfaction. Should you require further assistance, we encourage you to reach out to our dedicated Customer Support team, who are poised to provide the necessary support. Thank you for bringing this matter to our attention. We appreciate your understanding and look forward to the opportunity to assist you more effectively in the future. Best regards, GemPages Support Team

Dear Shreeram, I sincerely apologize for the frustration you've encountered with our app, and I appreciate your candid feedback. We've taken your concerns seriously and have diligently investigated the issues you flagged. After identifying the root cause, our technical team has implemented the necessary fixes to ensure smoother functionality. We understand the importance of accurate code and the impact it has on the pages you construct. I regret any confusion caused by our initial lack of explanation. We are committed to continuous improvement and are grateful for the opportunity to address and resolve the issues you've highlighted. Our Customer Success Manager has already been in touched with you to provide a full explanation. We hope it's clear to you about the issue. If you have any further questions or require additional assistance, please feel free to reach out. Your satisfaction is our priority. Best regards, GemPages Support Team

We apologize for any confusion regarding the charges. We'd like to clarify that our billing system is managed by Shopify, and as a third-party app, we adhere to their policies. We understand that your billing cycle ended on November 13, and you uninstalled the app on November 20. Unfortunately, due to the billing cycle falling into the next period, charges may have occurred after the uninstallation. We sincerely apologize for any inconvenience this may have caused. We're here to assist you further and would appreciate the opportunity to look into the charges for you. Please reach out to us directly, and our support team will work diligently to address any concerns and provide the assistance you need. Thank you for your understanding, and we look forward to resolving this matter for you. Best regards, GemPages Support Team

Hi there! Thank you for sharing your valuable feedback with us and we are truly sorry for the recent experience you had with GemPages. Rest assured that our support team is always ready to help you with this request so feel free to drop a message via the chat channel or you can reply to the email that our support team is going to send you shortly. Looking forward to hearing from you soon. Thank you! Thomas | GemPages Customer Success Manager

Dear Julie, We really appreciate you taking the time to provide us with your valuable feedback, and we understand your frustration when our product does not satisfy your expectations. We take all user input seriously and are working hard to make continual improvements. In light of this, we will be developing plans to integrate as many third-party applications with GemPages as possible. In the meantime, please expect a reply from our support team for further help. Thomas | GemPages Customer Success Team

Hi Cheri! We offer our sincerest apologies for the inconvenience caused to you due to the recent support experience. We recognize that our service team did not meet their objective of achieving 100% customer satisfaction in this case, and we are aware of the frustration and stress this situation may have caused. For this reason, we have prioritized your case and our team will be in touch with you shortly to resolve the issue. We appreciate your feedback and thank you for your patience! Sincerely, GemPages Team

Good day to you! First of all, we are sorry that GemPages could not provide a page-building experience that suits your needs. We totally understand that you need to remove all remaining codes from your website and we would love to assist you with that! As per checking, we found multiple existing conversations and mail loops from you regarding this matter. We have responded to them and provided instructions but it looks like our replies could not reach you. Therefore, we have again opened new support tickets for you via email and In-app Conversations. Would you mind accessing your GemPages Dashboard or checking your email inbox to get back in touch with us? This time, kindly double-check your Spam Box as well. We will be waiting for your response! The GemPages Team.

Hi Matteo, Thank you for taking the time to provide us your feedback! Please accept my apologies for the recent frustration you've experienced. I have checked the issues and it appears that the issues happened when we had some unusual theme codes and it affected to our store design. Mona & our technical staff has added the scripts, and this is now fixed very quickly, could you please help us check and let us know how it goes? Again, your satisfaction is invaluable to us and we set a high standard for ourselves. In this instance, we clearly dropped the ball and we are certainly disappointed to hear that we did not meet the mark, but going forward will ensure this does not repeat itself. Please let us know if you have any additional questions, concerns, or comments. Feel free to reach us via email at support@gempages.help or live chat. Thank you again! James | Customer Success Manager GemPages Page Builder

Hello Parth, Thank you very much for your constructive feedback. It's our sincerest apology for the unwanted experience with our Page Builder. We are constantly improving by learning from our mistakes so your contribution will certainly help making GemPages a better App for everyone! Regarding the problem with Loading Speed, we found that there were some conflicts with the scripts from the Theme. We have successfully located the root cause and the page is now running well. We also reached you via Email for following up with this matter. So if you still need our assistance, please do not hesitate to let us know. Our Technician will always be here to help. Best Regards, James | GemPages Customer Success Manager

Hi there, First of all, I would like to send our sincere apology from the bottom of our hearts to you. We are sorry for all issues you had with our app. We set a high standard for ourselves, and we’re so sorry to hear this was not met in your interaction with our app. I will surely pass your opinions to our Development Team for further investigation. We always try our best to find effective solutions for clients' problems. Thank you once again for bringing the issues to our attention. I can understand your experiences and look forward to providing a much better experience in the months to come. I also have sent you an email and would love to hear from you! I do hope we will have a chance to work together to make things right for you. James | Customer Sucess Manager

Hi there, Leah from GemPages support here I have reviewed your conversation with my team and see that Janie replied to you in less than an hour on the same day but see no response back. I would like to say sorry if our response did not arrive for any reason. For the image moving issue, you can easily move it around if it's put in a row element. To make sure if you need any further support from us to use GemPages easily, I have sent a personal email to you. Hope to hear from you, friend :slightly_smiling_face: