Jade Alters
United States
Reviews (2)
Note that the TY pages from this no longer work and the supposed "update" has been in the works for some time now. As an existing customer, I wasn't even notified that the app would stop working. I had to go into my analytics to see that my highest-performing offer had ZERO IMPRESSIONS for the last 30 days. I messaged support and they just said, "the fix is coming soon". This has lost me money and the developers had plenty of time to update since Shopify announced changes to TY pages a long time ago. Terrible lack of communication from this company and now I need to invest even more time and money into implementing a new app into my store to replace this one. Save yourself the time and just don't even install it.
Developer reply ·
Summary: The Thank You Page update is currently in progress. While Shopify announced the changes earlier, our developers are carefully implementing and testing it to ensure everything works smoothly. Offers on other pages are already live and generating revenue, and we discussed a credit to help balance the impact and recommended to add more offers on other pages in the meantime. An in-app banner and email notification have been initiated regarding the temporary hold, and the update will be released soon. Hi, We sincerely apologize for the inconvenience caused by the Thank You Page issue and for how the communication around it was handled. We completely understand how upsetting it must have been to see your top-performing offer register zero impressions - this is not the experience we want our merchants to have. We’re happy to discuss a fair adjustment on credit if the initially suggested one does not meet your expectations. While reviewing your account, we also noticed that your other offers (like product page and cart page widgets) have been showing impressions and generating revenue between June–August. That’s why we suggested continuing with those placements while the Thank You Page update is finalised. We understand this doesn’t fully replace your top-performing offer, but it can help bridge the gap in the meantime. Please rest assured that the Thank You Page offers are not being removed permanently. Our product team is actively working on the updated version, which will be released within the next 2–3 weeks. We’ve also added an in-app banner and sent email notifications regarding this temporary hold, though we regret if these did not reach you in time. We are genuinely saddened to see your experience turn into this review, as you’ve been one of our valued long-time merchants. Please know that we’ll do everything we can to restore your trust, both by ensuring the credit adjustment is fair and by keeping you personally updated on the Thank You Page release progress. Thank you again for sharing your honest feedback - it helps us improve and ensures we build stronger communication moving forward. Kind regards, Athira Customer Support Lead, Helixo
Update 8/21/24: David has gone above and beyond to help me overcome my previously disappointing experience, even helping at times when it was not an issue with the service. I urge others considering FigPii to give it a try. They are able and willing to customize things up for you if you have unusual needs. Update 1/5/24: I'm updating my previous review to 4 stars based upon the progress and exemplary service I've received from David, who took over as my account manager. During the last week, David has worked tirelessly to address and overcome the issues that were causing the errors in reporting and to deliver upon the promises that were made previously by Reza for some changes in my back-end so the software could function as needed. He's been transparent, responsive (even over the holidays) and nothing short of fantastic. As I continue to use the software, I will update this review again to reflect the overall performance of it. I hope to be able to give it 5 stars. Update 12/30/23: I received the below reply from David where he says I was responded to - eventually after I messages a few times, sent follow-up emails and scheduled another session where I was AGAIN promised that my issues would be resolved within a few hours. More than a week later after the initial promises were made (where Reza said it would take a few hours or a day at most), there's been no resolution. It took leaving this review to get a response. I also scheduled another call with Reza to give him one last chance and he no-showed which is extremely rude. Response within a few hours is laughable. I'd love to show screenshots of my "response times". Initial Review 12/29: Zero stars. The worst app I've ever installed, including simple free apps. Forget about support or doing any kind of conversion analysis. The app can't track add to carts or conversions, so any "data" you get is bogus. I confirmed my installation was correct with the first call I had for onboarding, after which I thought it would be great. They needed to do a few things so I could use the tool properly. Here we are, 10 days later and no update. No response to messages. Don't bother submitting a ticket. Reza is the only one who seems to work there. He insists he'll get back to you within a few hours if you ever manage to get in touch but that doesn't happen. Trying to use this service has been nothing but a waste of time. Save yourself the headache. ___ Update ___ Thank you for the kind words Jade! Feel free to reach out if there's anything else I can help with. Thanks - David from FigPii _______________ Hello Jade - I’m sorry you've had an unsatisfactory experience with our app. I have reached out to you via email and look forward to helping you to the best of my abilities. Looking forward to hearing back from you, Thanks. _______________ Hello Jade, Thanks for taking the time to leave this feedback. Please accept my apologies for your frustrations! This isn’t the experience we want any of our customers to have, and we understand your frustration. Looking through our help ticketing system, I can see that our team was able to respond to your help tickets within several hours, and met with you twice to understand the issue and explained the process and the expected resolution timeline due to the holiday season. We have a high standard of providing support to our customers, and you shouldn’t be an exception. We pride ourselves in providing world class support including users of our free plan. Our team will be in touch with you as soon as possible, I’d also be happy to talk with you directly to help resolve this issue. You can get in touch with me at david.lee@figpii.com I look forward to connecting with you soon. Thanks - David from FigPii
