BookX Appointment Booking App

Hi there, I’m Rahul, Product Manager for BookX at Logbase. First, I want to sincerely apologize for the experience you had with BookX. I completely understand your frustration. If duplicate bookings are happening repeatedly, that is a serious issue, and I understand how difficult it becomes to manage your business and continue working with the app in the long term. I personally reviewed your feedback and understand that you have been facing repeated duplicate reservation issues. Booking accuracy is critical for your store operations, and this is not the experience we want any merchant to have with BookX. I take full responsibility for the inconvenience this has caused you. We should have had the opportunity to identify the root cause earlier and ensure that your setup was working reliably. I would genuinely appreciate one opportunity to make this right. If you are open to it, I will personally handle your case from here. Our team will review the issue end to end, identify the exact cause of the duplicate bookings, and make sure the booking flow works correctly for your store. The issue could be related to booking configuration, availability settings, capacity setup, calendar synchronization, or the way slots are being handled. We can assist you in whichever way you are most comfortable with. We can guide you step by step without collaborator access, or you can provide limited access only to the areas needed for the BookX setup. We can also arrange a live call or screen-share session so we can troubleshoot this transparently and resolve it properly. Our goal is not just to retain you as a customer, but to earn back your trust. Your experience was not the standard we aim for, and I am truly sorry that we let you down. Please let me know if you are willing to give us one final opportunity to fix this. If yes, I will personally coordinate with you and our technical team until the issue is fully resolved. Thanks, Rahul Product Manager BookX – Appointment Booking App Logbase.io

Hi there, Thank you for taking the time to share your thoughts. I’m genuinely sorry your first impression of BookX was frustrating, and I’d like to address your concerns in detail. • By default, every new account lets you create and run one full-featured service completely free, for as long as you like. This is designed so you can test the core booking flow end-to-end without subscribing the app. • If you need to experiment with additional services, our subscription tier always begins with a 14-day no-obligation trial. During this trial you have unlimited access to all premium features, and you can cancel any time—no charges applied. Personalized setup support: Our success team would be delighted to walk you through the first setup, show best practices, and troubleshoot anything that seems unclear. We can do this via live chat, a screen-share call, or step-by-step email—whichever is easiest for you. If you still find that the standard plans don’t meet your needs, please let me know. We have some flexibility and can extend the trial while we help new merchants get fully comfortable. I truly believe BookX can streamline your scheduling once it’s configured to match your workflow, and I’d love the chance to prove it. If you reinstall the app, simply reply to this message or email [email protected] and mention my name; I’ll make sure you’re looked after personally. Thank you again for the candid feedback. I hope we can earn back your confidence. Warm regards, Rahul Product Manager Appointment Booking-BookX App Logbase.io

This is Saravanakumar, Co-founder at Logbase. The email conversation between you and Rahul was escalated to me. I sincerely apologize for the email sent by Rahul from our team. I had a detailed conversation with him, and while his intent was to clarify that our app doesn’t support the requested feature and check if you'd consider updating your review, I acknowledge that the email was poorly worded and should not have been sent. The email got worded this way because he used a tool that assists in email composition. I assure you that I will ensure this does not happen again within our team. I have already emailed you regarding this, please reach out to me if you have any other concerns.

Dear Janet, Thank you for taking the time to share your feedback with us. We understand you are encountering significant issues with our application, specifically with orders not being recorded correctly. While we can see the booking due date, time, Timestamp ID, and Booking ID in Shopify's orders, these orders are not appearing in the Bookeasy app dashboard. To address this issue, our technical team requires the missing order number and details recorded in Shopify but not displayed in the Bookeasy app dashboard. Additionally, if possible, please provide a screen recording of the booking process for the specific order in question. This will help us identify the root cause and implement the necessary changes to the Bookeasy app scripts to resolve the issue. We apologize for any inconvenience caused and for the previous lack of effective assistance. We also regret any miscommunication or delay in our response. We sent emails on June 12, 2024, and June 15, 2024, requesting these details. Kindly check your email for this communication. We value your feedback and are committed to resolving this issue promptly. Please allow us another opportunity to assist you and provide the best possible support from our Appointment Booking-Bookeasy app team. We are always happy to help you with the complete app and its customizations according to your needs. You can schedule a convenient time for further assistance through the following link (https://calendly.com/logbase/shopify-setup) Thank you once again. Warm regards, Rahul Customer Success Manager Appointment Booking-Bookeasy App

Hyvä herra / rouva, Kiitos, että käytit aikaasi palautteen jakamiseen kanssamme. Olemme huomanneet, että olet maininnut, että sinulla on ongelmia varaukseesi liittyvän palvelun/tuotteen vahvistamisessa ja BookEasy-sovelluksen käyttämisessä. Pahoittelemme tästä mahdollisesti aiheutunutta haittaa. Voisitko antaa meille lisätietoja, jotta voisit ymmärtää kohtaamasi ongelman paremmin ja ratkaista sen tehokkaasti? Näkemyksesi ovat arvokkaita auttaessasi meitä tunnistamaan perimmäisen syyn ja toteuttamaan tarvittavat parannukset. Vaihtoehtoisesti, jos annat meille luvan, tarjoamme mielellämme apuamme sovelluksen määrittämisessä ja räätälöimisessä vastaamaan erityisvaatimuksiasi. Arvostamme todella palautettasi ja arvostamme mahdollisuutta auttaa sinua edelleen. Ota rohkeasti yhteyttä meihin milloin sinulle sopii, niin autamme mielellämme kaikin mahdollisin tavoin. Kiitos vielä kerran. Lämpimät terveiset, Rahul Asiakasmenestyspäällikkö

Dear Sir/Madam, I am Saravanakumar, the CEO of Logbase. I want to extend my sincerest apologies for any inconvenience you may have experienced. At Logbase, we are deeply committed to providing exemplary service and ensuring the utmost security for our users. Our track record speaks for itself, with over 25,000 satisfied customers on Shopify and an impressive 2,000+ 5-star reviews. I want to assure you that Shopify maintains rigorous approval processes for apps to guarantee their quality and reliability. I would be honored if you would consider giving us another opportunity to serve you. Our records indicate that our app successfully processed 26 and 56 orders on your store respectively. As a fellow e-commerce store owner, I understand the importance of smooth operations and empathize with any concerns you may have faced. I genuinely value the chance to address your booking requirements once again. For your convenience, I have sent an email outlining the details for scheduling a Zoom call. Please consider this as an open invitation to discuss any issues or concerns you may have. Your feedback is invaluable to us, and we are committed to making your experience with Logbase a positive one. Thank you for considering our offer, and I look forward to the possibility of working closely with you in the future. Warm regards, Saravanakumar CEO, Logbase