Athos: Unified Discovery

Horrible customer support and predatory auto-renewal tactics Customer support for Searchspring has drastically degraded over the past year. We ran into a major issue that directly and severely impacted our store's conversion rate. We submitted an urgent ticket, and they never even bothered to respond to it. After waiting with zero support, we spent over a month developing our own custom solution internally to fix the issue ourselves. Because we were no longer using Searchspring's software, we requested to cancel our service. They refused, claiming we are contractually obligated to keep paying until April because our contract auto-renewed—conveniently, without sending any renewal reminders beforehand. Charging premium prices while providing non-existent support for critical issues and trapping long-time customers with stealth auto-renewals is completely unacceptable. Save yourself the headache and go with a provider that actually values its merchants.

After an initial good start with Searchspring, I cannot recommend them at all. I recently waited over 6 weeks for a response to a helpdesk ticket that was never resolved and then was told that going forward, it shouldn't take more than 3 weeks to get a first response for help. For 2K a month, I would expect to be able to to send 2-3 tickets to a helpdesk a year and get a timely response. I was told that Q3 and Q4 are their busiest months, and so there is a delay in responding to customers. That ends up be 6 months of year, where we can't get any support. As they lock you into a 12 month automatically recurring contact, you are stuck with them and they have no incentive to improve the service. I would avoid Searchspring.