Sweetwater Labs
United States
Reviews (8)
What a pleasure dealing with these guys. Their service just sets them apart. So responsive in the chat and 24/7 support! Amazing.
If you find aother review app I would install them instead. Support is not good. ZERO clarity. First you have to wait at least a day to respond with a problem VIA EMAIL ONLY, then ITS NOT CLEAR what the solution is when they do respond. Then you have to keep going back and forth waiting at least a day in between to get any clarity on what needs to be done. It doesnt seem like they put themslves in the shoes of their customers. Dealing with them has been really frustrating at this point. There is no live chat and anyone you can interact with directly so if you have a technical error then you have to write an email and wait for an answer which is around a day. Then I have come across having MORE questions after receiving their answer and then wait another day because they are NOT clear at all. THis can go on for days and days. Terrible use of time and completely not efficient. They also don't answer some questions that you may ask even though your business hinges on resolving the technical problem from their app. I still dont have the app working correctly after I just UPGRADED to try some other functions. Its been DAYS and DAYS now and the problem is not fixed and again waiting for their response. In addition if they have site maintenance they DO NOT let their customers know beforehand. Most places send an email out saying we are going to have maintenance on this day. I had to get on the phone with shopify see if there was anything wrong on my end, they have to write a support ticket, reach out to the app..you see where a lot of the issues are. Then I finally heard back they are updating the site and no idea when that will be fixed. Come on. PLEASE COMMUNICATE CLEARLY WITH YOUR CUSTOMERS. Not good customer support at all and you have to wait forever to get resolution.
Developer reply ·
Hi there Sweetwater team Thank you for taking the time to share your feedback with us. I'm sorry to hear about the issues you've been experiencing with our support team and product. We understand how frustrating it can be to have technical issues and not receive clear communication from us. We understand that our email-only support system can cause delays and does not offer the immediacy of a live chat system. While we currently can't support a live chat option, it is something we're working towards. We're working hard to improve our response times and communication processes to ensure that we provide our customers with the best experience possible. We are a small team, but we strive to offer world-class support. We understand that waiting for a response and going back and forth for clarification can be frustrating and time-consuming. We're committed to making sure that you have a better experience in the future by improving our communication process to ensure that we provide clear and direct solutions to your concerns. We're also sorry to hear about the technical issues you faced after upgrading to try new functions in our app. We understand how important it is for you to have our app working correctly, and we're working hard to resolve these issues as soon as possible. The issues have all been resolved and we look forward to continued stability here. Regarding the site maintenance issue, we did send out notifications, but we agree we could have sent more. We understand that this can cause confusion and frustration. We're working on improving our communication process regarding site maintenance and will make sure to keep our customers informed in the future. We appreciate your feedback and want to assure you that we value your business. We're committed to providing you with the best service possible, and we'll continue to work hard to improve our support team and product. If you have any further concerns or questions, please don't hesitate to contact us. We're here to help.
fast and responsive customer service!
Developer reply ·
Hi Sweetwater Labs, We appreciate your feedback! It's great to hear that you've had a positive experience with our customer service team. Providing fast and responsive support is essential to us. Thanks again for sharing!
It's working well for our business, thank you!
The BEST customer service + app very easy to use. One thing I am sure many shopify users can agree on is wanting responsive customer service + ease of use. Every interaction I have had with anyone from the company has been great. They will talk to you on the phone (can you believe its not just email or chat box) and walk you through step by step. I use them for collecting emails via pop up, cart upsells, SMS marketing etc, They are great. This app has helped my conversions and increased avg cart order also!
I really like this app and it helps me track facebook ads data pretty well and has a good amount of info. What I think is also really great is their customer service! They are EXREMELY responsive, you arent left just hanging talking to bots and they can walk you through every part of the process live if you want. To me thats one of the most important benefits. Thank you Andy (he's awesome), Rosie and Diego for the great customer service
Developer reply ·
Seeing that you had a 5-Star experience is the best thing we could hope for! Your review means a lot to us. Thank you for choosing the Omega Facebook Multi Pixel app. We look forward to serving you for many years to come!
One thing I have to say about this app is that they have great customer support! Being new to setting up auto emails Diego was sooo responsive (even on a Saturday night) with any problems questions that I had and then was VERY impressive with follow ups! Even if an app is great if you cant get in touch with customer service than it can be a frustrating experience...especially for small biz owners like us who wear so many hats and have little time!
We had new theme from shopify that was a bit glitchy but immediately got help from the founder who took so much time to walk me through and address everything. Customer service top notch! This app allows you to have gift messages and send to multiple addresses from one cart which is great during holiday season! This app is a home run.
