Petz Park
Australia
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Reviews (5)
HIGHLY RECOMMEND THIS APP IF YOU ARE OK WITH NOT RECEIVING ANY SUPPORT AND LIKE BEING IGNORED. We've complaint multiple times about the shocking performance of the customer portal that Recharge offers. One customer service representative replied to confirm it's all expected behaviour and when we contacted the sales rep, the person that locked us into a 12 month contract for this app, he's just decided to go completely quiet. Not a single response after 3x emails that we've sent. As said before, if you like being ignored and have zero expectations in regards to getting help with fixing issues that are extremely crucial to running your day-to-day business - go ahead, this one is for you!
Developer reply ·
I'm truly sorry for the experience you've described. Reliable support and transparent communication are essential, and it's clear we missed the mark here. I've escalated this to ensure your concerns are addressed appropriately and with urgency. Thank you for bringing this to our attention. Ty Bailey | VP of Services
Developer reply ·
Thank you for taking the time to leave a review — we sincerely apologize for the inconveniences. Our records show that our team has been in contact with you. We've resolved some of the issues you're experiencing and we're actively working to resolve some of the remaining issues. If there's anything else we can do to assist you, please don't hesitate to reach out.
EXTREMELY GOOD CUSTOMER SERVICE. We recently ran into some issues with this app which caused quite some challenges on our end. I contacted support and have been extremely impressed with: 1. The speed of their response time. Typically you have to sit around waiting for ages before anyone cares to get back to you. Not these guys! They were super quick to respond and immediately looked into the problem I we presented them with. 2. Their willingness to go back and forth until the problem was eventually solved. Often app developers get very frustrated after going back and forth and pointing out multiple things that need to be addressed. Not these guys! They remained professional and friendly and kept making iterations until the issue was resolved. The app is working great and meets all of our requirements. Thank you for your help and support
It looks like this app is having an outage. I can't get in touch with support. Customers have started to report they can no longer get to checkout. They are getting stuck on a never ending spinning wheel page which seems to be caused by this app. Very frustrating as we've seen a massive drop in conversion rate. Shopify support has now twice confirmed that all systems on their end are working properly. We have not had any other additions / apps that could cause this
Developer reply ·
The issue occurred due to a misconfiguration in the app settings, which we have resolved by changing the settings for you Hi Julian, We apologize for any inconvenience caused by our app and want to extend our sincerest apologies. After investigation, it was noticed that the "go-to cart" button function was set to "continue shopping", resulting in a functional conflict. To resolve this issue, our team has modified the button action to "go to cart", leading to the successful functioning of the popup button. Typically, when a customer clicks on the "Go to cart" button, they are directed to the cart page. However, in this particular case, the button was set to "Continue shopping," causing a functionality conflict that prevented the customer from being redirected to the cart page. We appreciate your understanding and patience as we worked to resolve this issue. Our priority is to provide the best possible experience for our customers, and your feedback helps us to improve our services. In case of further queries please contact us at support@helixo.co or via our in-app chat. We are always happy to help you. - Helixo Support Team
The app is creating a lot of manual work on our end due to an important "write back" feature no longer working reliably. Instead of addressing this problem and creating a workaround or developing a solution - their customer service continues to provide me with the same lame answer for several weeks now. First they failed to inform their paying customers that newly implemented limitations by Shopify might cause their software to no longer perform the way it used. This in itself is pretty terrible customer experience. Second they are not interested in working on a solution but keep sending me a copy & paste template advising of all the steps I now need to undertake on my end to fix this issue. Seriously?
Developer reply ·
Thank you for sharing your feedback. We apologise for any inconvenience. Our customer support team has been notified and are following up with you regarding this matter. Our team are actively working on finding a reliable workaround. We appreciate your patience and understanding.
