Vitals: Reviews, Bundles & 40+

Bonjour, et merci pour votre retour. Je suis vraiment désolé que ce prélèvement de 4,40 € vous ait surpris pendant votre essai gratuit - je comprends tout à fait que cela ait pu vous contrarier. Pour clarifier : il ne s'agissait pas d'un abonnement, mais de frais d'utilisation liés à une génération de vidéo par notre outil IA. Cela dit, nous aurions pu rendre cette information plus claire en amont, et nous allons y travailler. Nous vous avons d'ailleurs déjà écrit à plusieurs reprises par e-mail, avec les prochaines étapes pour régler cela pour vous. Notre porte reste grande ouverte : répondez-nous simplement, ou écrivez à help@vitals.co en demandant Michael, et je m'en occupe avec plaisir. Bien cordialement, Michael | Responsable du support

Hi there, Thank you for the feedback, and I'm sorry the charge caught you off guard after you'd already uninstalled. Shopify bills app subscriptions a cycle at a time, and yours had already been set for June before the uninstallation on the 9th, so it still went through on the 21st. That part runs on Shopify's side, but I completely understand how frustrating it is to be charged for something you'd already left. We've reached out a few times by email and other channels with the next steps to make this right for you. If you'd like, you can write to help@vitals.co and ask for me, and I'll take care of it personally. Michael | Head of Support

Hola, y gracias por tus comentarios. Lamento mucho que este cargo te haya sorprendido tras desinstalar la app durante tu prueba — entiendo perfectamente lo frustrante que resulta. En resumen: Shopify factura las suscripciones por ciclos completos, y el tuyo ya estaba programado antes de que desinstalaras, así que el cobro se generó de todas formas. Esa parte depende del sistema de Shopify, pero eso no lo hace menos molesto para ti. Y sobre el soporte: te hemos escrito varias veces; por correo e incluso por WhatsApp, con los siguientes pasos para solucionarlo, y seguimos atentos a tu respuesta. Cuando quieras, escríbenos a help@vitals.co y pregunta por Michael; me encargo personalmente. Saludos cordiales, Michael | Responsable de soporte

Hi there, Thank you for flagging this. I'm sorry the change landed on you with no warning. You're right that a flat plan turning into "$29.99/month + usage" isn't okay without telling you what "usage" means and how it gets charged. That's on us, and we dropped it here. For context: Vitals has held the same $29.99/month base for six years, with all 40+ features included. Usage charges are built for stores running real volume across the suite. They shouldn't show up as a surprise invoice with no explanation. We've changed how a few things are metered, so a bill like this one shouldn't happen again. I want to sort out these charges with you. Write to help@vitals.co and ask for me, and we'll make it right immediately. Michael, Head of Support

Hello there, and thank you for the feedback. I'm sorry you were charged for months on an app you weren't using. That's a frustrating thing to find, and I don't blame you for being upset. On Shopify, an app's monthly plan keeps billing until you uninstall it. Vitals stayed installed, so the charges kept coming even while it sat unused. The day you reached out, we immediately helped you stop that and offered to sort out the past months for you. I've followed up a few times since to make sure it happens. That offer still stands. Write to help@vitals.co, ask for me, and I'll see it through for you. Michael, Head of Support

Hi there, Thank you for the feedback, and I'm sorry we came across as hard to reach. That's not who we are: our team is on live chat and email every day, and we reply fast. When you left this review, we followed up by email and on Instagram, more than once, to help get things sorted for you. Our door is still wide open. Just write to help@vitals.co and ask for me, and I'll make sure the app is running the way it should. Michael | Head of Support

Hi there, and thank you for the rating. I'm sorry Vitals fell short for you. The review doesn't say what went wrong, so I won't guess at it. I'd still like to understand what happened and put it right as soon as possible. We've emailed a few times, hoping to hear back, without luck so far. The offer stands whenever you're ready. Write to help@vitals.co, ask for Michael, and I'll look into it and help you fix it. Michael | Head of Support

Thank you for sharing your thoughts. We understand that pricing and free options are important, and we respect that Vitals may not be the right fit for everyone. With 40+ tools included, we focus on delivering ongoing value, and we’re always happy to help if you ever want to explore it again. We appreciate you giving it a try.

Hello there, Thank you for the kind words. It means a lot to the team that the support felt fast and helpful. We did notice the review came through as a single star, which looks like a mix-up given how positive your note is. If anything about the app ever falls short of that, write to help@vitals.co and ask for me. Either way, we're glad we could help. Michael | Head of Support

Hi there, I'm sorry this went the way it did. I won't argue with how it felt, but a couple of things matter too much to leave unanswered. Vitals carries no virus and cannot harm a store. Every app on the Shopify App Store passes Shopify's security review, and we reach nothing beyond our own app's features. What you saw looks like a conflict with your theme or another app, which is what our team was working to fix. Collaborator access is Shopify's standard way to troubleshoot a theme, with permissions you choose, and it never reaches your payments, banking, or customer data. We strictly would never ask for those. Our live chat stays open every day. If it was slow that time, it might have been due to heavy volume, and your review never changed your access to us. If you're ever open to it, write to help@vitals.co and ask for me, and I'll go through what went wrong myself. Whatever you decide, I wish you well with your store. Michael, Head of Support

Hi there, and thank you for the feedback. I'm sorry the billing frustrated you after you'd uninstalled. Shopify bills an app subscription for the full cycle, so a charge created around the time you removed Vitals can still go through. Shopify runs that part, not us. I understand how confusing it is to get a bill for an app you already deleted. We looked into it and immediately sorted it out for you. I followed up a few times by email and on Instagram to make sure it all settled. If anything still looks off, write to help@vitals.co, ask for me, and I'll take care of it. Michael, Head of Support

We’re truly sorry to hear about your frustration. We completely understand how important it is for issues to be resolved quickly and clearly. Our team has already reached out several times to clarify and resolve your concerns, but we haven’t been able to hear back from you yet. Please know we remain committed to helping, our support is available 24/7, and we’d be glad to continue assisting once you reconnect with us.

Hello there. We truly value your feedback and are sorry to hear about your experience. Our team has already responded to your concern with clarifications and recommended steps, and we remain committed to supporting you further should you wish to continue the conversation with us.

Hi there, thank you for your feedback. Just to clarify, the issue was fully resolved shortly after contacting our team, and we’ve since had multiple follow-ups to ensure everything worked smoothly. Our app fully supports Buy X Get Y offers with flexible variant options, and our team remains committed to fast, reliable support and helping merchants grow their sales.

Thank you for your feedback! We understand how important this is for your business, especially with customized international pricing. While this can sometimes lead to complexities, we’re actively working on improvements to better support these scenarios. We’ve also sent you an email with additional details and are here to assist further if needed.

Thank you for your feedback. We use modern technologies to provide the most efficient support. During peak times, live chat may automatically become unavailable so our support team can focus on current conversations. You can still reach out via email, as we normally respond within 30 minutes.

Hi there, This is clearly a misunderstanding. The layouts from our app page are available exactly as shown in the screenshots. The screenshot you sent us was actually of the Post-Purchase offer, which has a different layout simply because it doesn't need to show the original product anymore (since it's already purchased). We've also shared this feedback via email. Kind regards, The Vitals team

Hi there, We would like to clarify this feedback, as it is surely a misunderstanding. We never refuse processing of legitimate refunds and we do have a generous 30-day money back policy, no questions asked. However, last month Shopify updated the permission system that controls who can issue refunds, which led to an increase in turnaround time. We've already started a conversation with Shopify on this matter, to find a better solution. We hope that you can see the status of the refund request on the emails that we have sent, together with a more detailed explanation of this unusual situation.

Hi there! Thank you for your feedback. The root cause was identified to be a synchronisation issue between Vitals and Shopify, due to the very large number of products in your store. We've completely rebuilt the synchronization bridge back in 2019.