Avada SEO Image Optimizer

Hello, We’re very sorry to hear that your experience didn’t meet your expectations. We completely understand how confusing it must have been to see unexpected redirects and SEO changes not working as intended. Our developers have confirmed that Avada only redirects URLs returning a 404 response; it cannot redirect active links. However, in rare cases, similar behavior can occur due to external factors such as third-party apps or cached routing rules, even after our app code is removed, which means it may not necessarily be related to Avada. Regarding SEO metadata, please note that even when meta tags are correctly implemented, Google often rewrites snippets based on search intent, so differences between your configured meta descriptions and what appears on Google are quite normal. We’ve already reached out to you via email to understand more and investigate this further. We truly appreciate your feedback and look forward to your response. Best regards, Esther

Hi there, thank you for taking the time to share your thoughts. We completely understand how frustrating it can be when it seems like your work might be lost after canceling a subscription, and we want to assure you that this is not the case. When canceling or downgrading from a paid plan, all work already saved or synced to your Shopify store, including optimized images (with file size and alt text), titles/descriptions, and meta tags edited via SEO Audit, as well as 301 redirects created, will remain intact and will not be reverted. Only settings that exist exclusively within the app are reverted after cancellation. This happens because those paid features depend on the app’s running code to work. Once the subscription ends, the related code becomes inactive. This approach ensures your store isn’t left dependent on any feature you no longer use; it’s designed to be transparent, secure, and fully in your control. Please rest assured that we never create any obstacles for customers who wish to cancel their subscription. We truly value your feedback and hope this helps clear things up. Our goal is always to make sure you feel informed, supported, and confident when using Avada.

Thank you for your feedback. We’re sorry to hear the app felt hard to use. SEO can definitely seem technical at first, especially for new users. That’s why our app includes full user guides and 24/7 customer support to help explain every part of the process whenever needed. It might help to know that there are two main parts of SEO: - Technical SEO: handled mostly by automation. Features like Image Optimization, Google Structured Data, Meta Tags, Speed Up, and Broken Link Manager can automatically improve your store’s technical foundation once the initial setup is complete. - Content SEO: where human input matters. This involves writing clear, keyword-rich and meaningful descriptions that help search engines understand the context and intent of your pages - things only real people can create naturally. It’s been a while since we last heard from you, and we’d be happy to walk you through the setup again step by step to make sure everything still works smoothly for your store. Our team can absolutely help you fix the technical issues using the app’s automated features. For anything that can’t be fixed automatically, we’re happy to check and fix it for you whenever possible. For content-related areas, we’d love to guide you through one sample product page together so you can easily apply the same approach to the rest of your store. Regarding pricing, your annual plan already included a 17% discount compared to the monthly plan, plus a small extra discount for the first year. We believe this represents fair value for the automation tools and dedicated support provided. We truly appreciate you giving the app a try and are always here to help you make the most of it.

Thank you for sharing your experience, and we’re very sorry it didn’t meet your expectations. We completely understand how important quick and clear guidance is when you’re on a paid plan. During your session, our team did respond promptly and several issues were already resolved - for example, your SEO checklist score improved after fixing meta descriptions and image alts. However, we recognize that our step-by-step chat guidance may still have felt slower and less actionable than you hoped. To follow up, we’ve also reached out via email with a proposal for a clearer way to handle the issues so you don’t have to wait step by step in chat. If you’d like, simply reply to that email and we’ll be happy to continue supporting you. We appreciate your input, which helps us improve how we guide and communicate with merchants, and we hope to have another chance to support you better.

Hi, Thank you so much for using our app. We are truly sorry to hear that your experience with our app did not meet your expectations. At Avada, we always strive to deliver the best experience to our users, and we regret that you didn’t have the chance to fully explore the app’s features or see the expected results before deciding to uninstall. We noticed that only a few features were used, mainly the Speed Up and Image Optimization modules. Our app works as a comprehensive SEO tool, offering various features to help you optimize your store's on-page SEO and loading speed. However, it does require some involvement in terms of setup and usage to deliver the best results, as it does not operate fully automatically. 1. Regarding Speed Optimization You were using the Basic mode, which has minimal impact on performance. The Pro Plan offers more powerful tools, such as Turbo Mode, which applies deeper optimization techniques to your theme. If you're concerned about theme impact, the Pro Plan also allows you to request a manual speed-up performed by our technical team. We ensure all optimizations are done on a duplicate theme and do not affect your store’s functionality. 2. Regarding On-Page SEO Upon checking, I saw that Google Structured Data (GSD) hasn’t been configured yet. This feature can enhance your store’s visibility on SERPs and build more trust with customers through better indexing and display in search results. Additionally, several other advanced features like image alt text optimization, sitemap generator, broken link manager and more have not yet been utilized. These tools can provide significant long-term benefits for your SEO. If you’re open to it, we’d love the opportunity to walk you through these features and help you make the most of the app. We’re here to assist and ensure you have a smoother, more effective experience moving forward. We are looking forward to hearing back from you! Warm regards, Daisy

Hi, We’re sorry to hear you didn’t have a positive experience with the app. We completely understand that every merchant hopes for quick results. However, we would like to clarify for anyone reading this: SEO fundamentally requires setup, optimization, and ongoing effort. There’s no SEO app — including ours — that can bring in immediate traffic without completing essential setup steps and content improvements. In your case, our team had several support sessions to guide you through setting up features and fixing SEO issues. However, the setup was never fully completed — it was paused midway because it was perceived as too time-consuming. Without proper setup and consistency, it’s simply not possible to expect meaningful SEO results, no matter which tool is used. Additionally, I personally reached out to you, pointed out critical issues on your store such as duplicate h1 tags, missing meta tags, and poor page speed performance, and offered to work with you to improve them. Unfortunately, the necessary steps were not followed through. We’re always here to support merchants who are committed to building real, sustainable SEO results — because SEO is not magic; it requires proper setup and continuous collaboration. Wishing you all the best with your future endeavors. Best regards, Esther

Thank you for sharing your experience, and we’re truly sorry for any confusion or disruption you may have encountered. We'd like to clarify a few important points for transparency, especially for other merchants who may be concerned. 1. Regarding the theme installation Our app does not install any new theme from the Shopify Theme Store. The theme named “Avada Assets – DO NOT REMOVE” is automatically created solely to store your original images, so you can revert to them at any time after using the image optimization feature. This theme is never published or activated on your store. It has no impact on your storefront or live theme, and it can be safely left in your theme list without concern. You can find more details in our help center: https://docs.avada.io/seo-suite-help-center/faqs#what-is-avada-assets-do-not-remove 2. Regarding code changes According to our internal logs, your store only installed the app and performed an SEO checklist rescan — no other features were used. Additionally, since your account was on the Free plan, the majority of advanced features that could make impactful changes to your theme were not accessible at all. Our development team also confirmed that the app does not alter custom code or README files. The only action taken upon install is the addition of a lightweight include snippet, which does not interfere with your theme’s structure or custom logic. We genuinely believe this may have been a misunderstanding or an unrelated issue that happened to coincide with the app installation. That said, we take all feedback seriously and are more than happy to investigate further if you can provide any documentation or specifics about what changed. 3. Note on theme compatibility Our app is compatible with customized themes, not just stock themes or new stores. Many of our users run highly customized Shopify sites with a wide variety of themes, and the app works well for them. If there’s ever any difficulty during setup or integration, our technical support team is always available to assist. If you’re open to it, we’d love the opportunity to support you directly and ensure everything is working as expected. Our team is always here to help.

Thank you for sharing your feedback. We sincerely apologize for any inconvenience you may have encountered while using our application. We’d like to clarify that while our app is not intended to be a complete, all-in-one SEO tool, it is carefully designed to cover the most essential aspects that the majority of Shopify merchants need — including improving site speed, and providing a practical SEO checklist. Our goal is to deliver focused and effective features without overwhelming users with unnecessary complexity. Regarding the Google Structured Data (GSD) fields you mentioned — we acknowledge that some optional fields are currently not included. However, these fields are not required for valid structured data and do not negatively impact your store’s SEO performance. That said, we understand that some users may have more advanced needs, and we’re happy to share that our team is actively working to expand these options in a future update. Thank you once again for your feedback — it helps us continue to improve and serve our users better. Kind regards, Avada Support Team

Thank you for your feedback. We sincerely apologize for any inconvenience you may have experienced while using our app. We would like to take this opportunity to clarify a few points regarding the issues you mentioned: 1. Drop in Google Search Ranking: Google’s algorithm typically requires several weeks or even months to update search rankings based on changes made to your store. Since you only used the app for five days with minimal modifications to the settings, it is unlikely that the app significantly impacted your ranking. However, we are more than happy to investigate this issue further for you. Please respond to our follow-up email so we can take a closer look. 2. Site Crashing Issue: Our speed optimization tool offers two implementation options: applying changes directly to your live theme or to a duplicated theme for safer testing. We always recommend using a duplicated theme first to avoid unintended conflicts—especially if your store uses custom code or third-party apps. Certain optimization features may not be fully compatible with all themes, which can occasionally lead to issues if applied directly to the live version. Please be assured that any changes made by our app can be fully reverted. Furthermore, our technical team is available to assist with any compatibility checks and ensure a smooth integration with your theme. We would recommend reinstalling the app so that we can help you properly set up everything for your storefront. Please let us know how you’d like to proceed, and we’ll be happy to assist you. Thank you for your kind understanding.

Hi LidRax team, Thank you for your feedback. We're very sorry for the confusion regarding the Free plan’s image limit. At the time you left your review, we had just updated our pricing and promptly reflected this on the Shopify app listing. However, the documentation and in-app details hadn’t been updated yet, and that was our oversight. We completely understand how this could be frustrating and truly appreciate you pointing it out. The information will be fully updated immediately across all platforms to avoid further confusion. We also noticed that your store is still quite new. Besides image optimization, Avada SEO Suite offers several other SEO tools—such as meta tags optimization, basic structured data, and an SEO checklist—that could be especially helpful as you prepare your store for launch. We’d love to invite you to reinstall the app and explore these features. Feel free to reach out to us anytime via live chat or email—we’re more than happy to assist you along the way! Thank you again for your feedback—it helps us improve. Best regards, Esther Avada Team

Hi Katherine, Thank you for sharing your experience. I’m truly sorry for any confusion regarding your Pro plan subscription. From our system, we can see that your upgrade was processed successfully, but it seems there might have been something unclear on your end. If you had reached out to our support team at that time, we would have had the opportunity to assist you immediately and clarify everything. We offer 24/7 in-app live chat support, always ready to help whenever something doesn’t seem right. I’ve also sent you an email to follow up on this — please reply to it so we can fix this together. We’d love the chance to make things right and support you further. Your feedback is invaluable, and we'd appreciate the opportunity to turn your experience around. Best regards, Esther Avada Team

Hi Duckwells, We're sorry to hear about your experience. We always assist with code removal upon request, but after checking our records, we couldn’t find any emails or messages from your store regarding this issue. To ensure we resolve this for you, we have just sent you an email offering assistance in removing any remaining code. Please check your inbox and reply so we can proceed. You can also reach us directly at [email protected]. Looking forward to assisting you! Best, Avada Team

Hello iSAW Company, We sincerely regret your experience and appreciate your feedback. We’d like to clarify what happened regarding your concerns: 1) Regarding your Pro Plan access: Your Pro Plan itself was never revoked. Christian had reinstated your access as agreed, but the Image Optimization feature remained limited, which was an oversight on our part. We have now fully restored this for you. We also sincerely apologize that the latest agent did not have full context when responding to your email, which led to the misunderstanding. 2) Regarding communication with Christian – We understand that you wanted to continue working with Christian. While he was following up on your case, due to an internal miscommunication, your latest email wasn’t routed to him. As a result, our team provided an incorrect response, which we truly regret. This was never intentional, and we sincerely apologize for the confusion. 3) Regarding app performance – We take all feedback seriously and are continuously working to improve both our app and our support processes. Your input helps us enhance the experience for all merchants, and we appreciate your patience as we make these improvements. We truly value your business and would love the opportunity to make things right. If there’s anything further we can do, please don’t hesitate to reach out. Avada Team

Thank you for sharing your feedback. We sincerely apologize for the inconvenience caused by the liquid error displayed on your website. As soon as we were informed about the issue, our technical team worked promptly to resolve it, and the error was fixed on the same day. We appreciate your patience and understanding during this process. If you encounter any further concerns or need assistance, our team is always here to help. Your feedback helps us improve, and we’re committed to ensuring a smooth experience for all our users.

Hi Emily, I’m truly sorry for the disappointing experience you had with our service. Your feedback is invaluable, and I’d like to address your concerns to ensure we can make things right moving forward. Regarding the request for backend access, I understand how this may have seemed unnecessary given that you had already provided the theme source code. To clarify, every theme is unique, and we often need to test our solutions directly on your store’s setup to ensure seamless compatibility without causing any unintended issues. We acknowledge that this wasn’t communicated clearly, and we’ll improve how we explain such requests in the future. I also appreciate your cooperation in sharing the source code with us and recognize that the agent you worked with could have handled this more flexibly. She should have collaborated with our technical support team to explore alternative solutions instead of insisting on backend access. Melody, the agent who assisted you, is new to our team and has taken full responsibility for not fully addressing your concerns. We’re actively enhancing her training to ensure she can provide the level of support you expect and deserve. I also want to apologize for the delay caused during the shift transition. While it’s true that shift handovers can sometimes result in slight disruptions, we have clear procedures in place to assign pending issues to the next available agent. This ensures that all customer concerns are continuously handled without interruption. Unfortunately, Melody did not clarify this process, which likely added to your frustration, and for that, I’m deeply sorry. Lastly, I regret that the service you received did not meet your expectations, especially as a valued paid customer. I understand that paying for a service comes with higher expectations, and I’m sorry we fell short in this instance. Thank you for your patience and for bringing these issues to our attention. I'd love to work with you regarding your pending request. Please reply to my email. I’ll personally ensure your concerns are resolved promptly. Best regards, Esther Customer Success Lead

Dear Espanshe Team, I want to sincerely apologize for the disruptions you experienced while using Avada SEO Speed Image Optimize. It is never our intention to cause any inconvenience that might affect your store's performance, and we fully understand how important it is for your business to operate smoothly. Upon review, it appears that the speed-up feature may not have been fully compatible with certain apps you are using, which contributed to the issues you faced. While the feature is designed to enhance performance, we understand that there can sometimes be trade-offs, and unforeseen interactions with other apps may occur. Please rest assured that this is a rare case, and we are constantly working to ensure our app is compatible with as many third-party apps as possible. In instances where compatibility issues arise, these can typically be resolved by disabling specific features, allowing your site to return to normal functionality. Also, our technical support team is always available to assist, ensuring that the app integrates seamlessly with your store's setup. Your feedback is valuable to us, and we are committed to refining the app to prevent similar issues in the future. Thank you again for your feedback, and we look forward to assisting you in the future should you give us another chance. Best regards, Esther Customer Success Lead

Hello SonerWatches Team, Thank you for your feedback regarding our Avada SEO Speed Image Optimize app. We're really sorry for the inconvenience you’ve experienced. Regarding the sitemaps you mentioned, in some cases, when the app is removed from your Shopify store, our code or traces might remain but will be disabled. This happens because we lose access to the theme files immediately when you uninstall our app. To help with this, we’ve prepared a detailed guide outlining the steps to take after uninstalling the app, which includes instructions on handling the sitemaps: https://docs.avada.io/seo-suite-help-center/faqs#what-do-i-need-to-do-after-uninstalling-app. As for the website speed, we understand your concern that the app seemed to slow down your store, which is contrary to its intended purpose. Since you installed the app just a day before, we’re not sure if you had the opportunity to utilize the speed optimization features fully. We would greatly appreciate it if you could reconsider reinstalling the app. Our team is ready to assist you in optimizing your website's speed and ensure you benefit from all the app's features. Please let us know if you're willing to give it another try, or if there’s anything else we can do to help. We are here to support you and make sure you have a better experience with our app. Thank you for your time and understanding. Best regards, Avada Support Team

Thank you for sharing your feedback. We’re sorry to hear that your experience with our app didn’t meet your expectations, and we’d like to address the concerns you’ve raised for the benefit of other potential users. 1. Regarding changes made without consent: When installing our app, you were prompted to grant permission to edit specific sections of your store, and the installation proceeded only after you provided consent. Here's a screenshot for a better illustration: https://prnt.sc/KcQYp07e2swz These changes are essential for the app’s functionality and follow Shopify's strict guidelines. The app’s processes were approved by Shopify before the app was published on their platform, ensuring that we fully comply with Shopify’s policies. More importantly, at Avada, your store's security is of utmost importance to us. Please be assured that we take all necessary precautions to ensure that your store's data and information are safe and secure. Our team strictly adheres to the confidentiality of our customers' information and will not make any changes to your store without your approval. 2. Residual components after uninstallation: This situation is common with any app that integrates with a Shopify store by adding components. Once the app is uninstalled, it loses access to your store, making it impossible to remove the code automatically. However, we always recommend reaching out to us before uninstalling, and we can trigger an automatic cleanup to ensure no residual code remains. We believe that experienced Shopify users, particularly those who frequently install third-party apps, understand these standard procedures. Should you have any further concerns or require assistance, our support team is always here to help. Best regards, Esther Customer Success Lead

Thank you for your feedback, and we're truly sorry for the inconvenience this has caused. We understand that our speed-up feature might have affected your website negatively. This feature can sometimes cause issues depending on the unique combination of your theme and other third-party apps you may be using. Each theme has its own unique structure, and when combined with other apps, the speed-up feature might not always be compatible with certain elements. However, our technical support team is always ready to assist in ensuring that the app works seamlessly with your website, considering the presence of other apps. We also apologize for the delay in providing a solution at that time. The customer support agent who assisted you was new and did not handle the situation as well as we would have hoped. We sincerely regret this and appreciate your understanding. At Avada, we always prioritize our customers, and we would love the opportunity to assist you further. If you ever consider using our app again or need SEO advice, even without using our app, please feel free to contact us. We will do our best to support you with anything within our capabilities. Best regards, Esther Avada Customer Success Lead

Hello Dutch Natural Healing Team, Thank you for your honest feedback, and we sincerely apologize for the frustrations you have experienced. We take your concerns seriously and would like to address each point to clarify and resolve the issues encountered. 1. Support and issue resolution: Our records show that all issues you raised were addressed within 24 hours. Unfortunately, it seems updates did not reach you due to email miscommunication. We use the store owner's default email from the live chat, and we were not aware that you did not have access to this email. We apologize for this oversight and have taken steps to ensure we communicate through the correct channels moving forward. 2. Default function activation and upgrades: We want to clarify that our intention is never to force upgrades by creating technical issues. Our operation aligns with Shopify's standards, and we never meant to trick our users. The issue you experienced with a specific feature being enabled was a system error, and we are currently reviewing our processes to prevent such incidents. We apologize for any inconvenience this has caused. We have since disabled the problematic feature, and we are pleased to hear that your site's functionality has been restored. 3. Meta Replacements: We noticed that the meta tag rule you created did not include the necessary conditions for it to function. This is likely why you experienced issues. We have detailed documentation on setting up these rules properly here: https://docs.avada.io/seo-suite-help-center/search-appearance/meta-tags/meta-tags-rule. If you need any assistance regarding this, we are more than willing to assist. 4. Instant Page Feature: We take your feedback regarding the instant page feature seriously and would like to address your concerns directly. It's important to us that our features deliver real value, and we assure you that the development of each feature involves extensive research, development, and rigorous testing. Additionally, all our features undergo strict Shopify review processes before being made available to our customers. If there were any discrepancies with the functionality as you've mentioned, it would have been flagged by Shopify's quality assurance. We are committed to transparency and are more than willing to demonstrate the effectiveness of this feature to you. Please let us know how we can assist further in this matter. We appreciate you bringing these matters to our attention, and we are committed to ensuring they are resolved to your satisfaction. Best regards, Esther - Customer Success Lead