Avada AI SEO Suite Optimizer

Dear Ahmed, We’re truly sorry to hear about your experience with our app and the difficulties it caused for your store. We understand the effort you’ve put into building your website, and it’s never our intention to create any inconvenience. We genuinely regret not having the chance to assist you before you decided to uninstall. If we had the opportunity to assist you before you uninstalled the app, we would have definitely helped resolve the issue promptly. From our side, any changes made by the app are fully reversible, so rebuilding your store from scratch would not have been necessary. If the issues occur after enabling our features, we’d love to investigate further and help you restore your store’s performance. Your business is important to us, and we’re committed to making things right. If you’re open to it, please reply to my email, and we’ll do everything we can to assist you. Best regards, Esther Customer Success Lead

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

Dear Not Very Vanilla store owner, Thank you for sharing your feedback. We regret the issues you've experienced, and we want to clarify that they are not caused by the app. Allow us to address the concerns raised: 1. The app does not add or edit code unless features are manually activated: Any code added to your site is solely for enabling specific features, and only after they have been manually turned on. Features are only applied when activated by users, and any changes made are under your control. In your discussions with our customer support agents, it was mentioned that the ranking drop occurred due to changes in your URLs, but we can confirm that the app does not automatically modify URLs. After reviewing the logs, we see that only two pages were audited, which does not align with the claim that hundreds of URLs were modified. Additionally, the other features you used, like image optimization and meta tag edits typically take several weeks to reflect in search engine results. Since your impressions and clicks dropped immediately after installing the app, this appears to be coincidental and unrelated to the app. 2. Fixing the indexing issue with the Pro plan: It seems there was a misunderstanding here. Our app does not include any feature that fixes indexing issues. If you are referring to the Instant Indexing feature, it simply submits bulk indexing requests to Google Search Console but does not fix any indexing problems. The issue with your indexed pages was not caused by the app, and upgrading to the Pro version is not a requirement to resolve it. 3. Data sharing concern: We strictly adhere to Shopify's privacy guidelines. We do not share, sell, or misuse customer data for any purpose beyond app functionality. Shopify monitors all apps closely, and any non-compliance would lead to removal from their platform. We assure you that your data is safe. While we can confirm that the app is not responsible for the ranking drop, we are still here to support you. Please continue the conversation with us via email so we can further investigate and assist you in resolving any concerns. --- Regarding the update: I completely understand your concerns and frustration regarding the decline in your site’s ranking. We acknowledge that diagnosing such issues can be complex, and we’ve been working hard to support you throughout this process. As part of the Shopify ecosystem, we are proud to contribute to a community where app providers, theme developers, and agencies collaborate to help merchants like you succeed. Our primary goal is to assist in resolving any concerns, but I hope you understand that we cannot take responsibility for issues that our app did not cause. From our end, we’ve reviewed the logs and provided clear explanations, including why the app cannot be the source of the problems you’re facing. We also want to clarify that we have never asked you to change your review from negative to positive. We keep detailed records of all conversations to ensure transparency. While we’ve offered our support, it has been challenging without the cooperation we need, such as further clarification from Shopify or forwarding their explanations to facilitate more discussion. We’ve done everything within our power to assist, and we remain committed to helping you within our scope, even after you’ve stopped using the app. We fully respect your honest review and value your perspective, but we hope for mutual understanding and cooperation so we can work toward a solution that benefits both sides. 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

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

Dear Next Cosmetics store owner, Thank you for sharing your feedback. We truly value your opinion and would like to address the concerns you raised. Firstly, please understand that we always respect our customers' opinions, and the timing of writing a review is entirely up to you. We never pressure our customers to leave a review and our agent requested feedback only after addressing your concerns and ensuring you had no further questions. Regarding the Image optimization issue, your images were optimized and reduced by 4.24KB after compressing 95 images; however, the summary doesn't display this correctly. We sincerely apologize for the issues you encountered. We appreciate your feedback and are working diligently to resolve this issue promptly. Regarding the HTML sitemap, the HTML sitemap pages created in the "Pages" section are only generated when you enable the HTML sitemap feature in the app. They are not created automatically. While Shopify does have a built-in XML sitemap, our feature provides an additional HTML sitemap for enhanced navigation. We hope the above explanations clarify your doubts. Please reinstall the app so we can assist you in setting it up seamlessly according to your needs. Thank you for your understanding and patience. Best regards, Esther Customer Success Lead

Merci pour votre retour. Nous vous présentons nos excuses les plus sincères pour les désagréments rencontrés lors de l'utilisation de notre application. Parfois, des problèmes comme celui-ci peuvent survenir en raison de la nature dynamique de l’écosystème Shopify, qui évolue en permanence. Cela dit, nous assumons l’entière responsabilité de veiller à ce que ces erreurs soient corrigées rapidement. Grâce à votre précieux retour, nous avons mis en place une nouvelle fonctionnalité qui réinitialise automatiquement les scores de vitesse en cas de problème, éliminant ainsi le besoin de rescan manuel. Cette mise à jour est conçue pour offrir une expérience plus fluide et plus simple à tous les marchands. Votre expérience nous a permis de tirer une leçon importante, et nous nous engageons à utiliser cette opportunité pour nous améliorer en continu. Si vous rencontrez d'autres problèmes ou si vous avez des suggestions supplémentaires, notre équipe est toujours là pour vous aider. Merci encore d’avoir porté cela à notre attention, et nous espérons pouvoir vous offrir une expérience encore meilleure à l’avenir. Cordialement, Esther Responsable du succès client chez Avada

Hello Jenny, We're sorry to hear about your experience, but we'd like to address your concerns: 1. Code Changes Without Permission: Prior to making any modifications to your theme code, we sought your explicit permission. You were fully informed of this process as you gave us the collaborator request code and approved our collaborator access request. We have the chat history to substantiate this. Therefore, the assertion that we made changes without your consent is not accurate. 2. Impact on your live store: As previously discussed, the speed optimization was performed on a duplicate theme and did not affect your live website. Furthermore, the issues you reported were not found when we checked your website immediately after your report. It is highly unreasonable that changes made to a duplicate theme, which was never published, could affect your live site. 3. Annual Charge: It is standard practice for Shopify apps with recurring subscriptions to charge for the full cycle, even if the app is used for a short duration. This policy is common across Shopify and familiar to long-term users. In your case, the charge was for a yearly plan, which you subscribed to. 4. Contact at inconvenient time: We sincerely apologize for contacting you around midnight. However, we did not ask you to edit your review. Our intention was solely to follow up on the issues and ensure that all your concerns and refund requests were being addressed. We have the chat history to confirm this. We will update you regarding your refund request via email. Best regards, Esther

Dear PurezaVital Store Owner. Thank you so much for taking the time to leave a feedback to our app and we are truly sorry to hear about the issues you've experienced. We take your feedback very seriously and want to ensure that we address any problems promptly. We noticed that you haven’t reached out to our support team yet, and we would like to offer our assistance in resolving the issues you encountered. Our goal is to help you restore your store’s settings and customizations as quickly as possible. Could you please provide us with more details about the specific problems you faced? Any information you can share will be incredibly helpful for our team to diagnose and fix the issues. Thank you for bringing this to our attention, and we appreciate the opportunity to make things right. We look forward to hearing from you soon. Best regards, Avada Support Team

Dear Faraja' Styls store owner, We're deeply sorry to hear about your experience. Please rest assured, we take your feedback seriously and would like to address your concerns immediately. Could you please provide us with more details about what happened so we can assist you in resolving this issue? Your satisfaction is our top priority, and we're committed to making things right. Avada Support Team

Dear Two Wombats store owner, We apologize for the frustration you've experienced with our support process. We understand the importance of efficient and effective assistance, especially when dealing with technical inquiries. Your feedback is invaluable, and we're committed to improving our support system to better serve you. We've sent a follow-up email to your account email to address any concerns you may have. Look forward to hearing from you!

Please accept our sincerest apologies for any inconvenience or frustration caused. Concerning the billing issue you previously mentioned, we took immediate action to support you and offer you options to rectify the situation as soon as the concern was raised. We already applied an app credit to cover the charges for both the annual and monthly plans. Additionally, I would like to address the concern you mentioned about our app slowing down your site. I couldn't find any previous mention of this issue in our chat history. Please re-install the app so we can look into this. At Avada, we always prioritize our customers, and we would love the opportunity to assist you further. Please let us know how we can make this right. We hope to turn your experience around and look forward to hearing from you soon. Best regards, Esther

Bonjour Boutique des Arts Martiaux, Nous sommes vraiment désolés d'apprendre que votre expérience n'a pas été à la hauteur de vos attentes. Nous pensons qu'il s'agit d'un malentendu, car nous vous avons envoyé 3 emails pour vous guider à réserver une démonstration via le lien correct, mais vous avez continué à utiliser l'ancien lien. Quoi qu'il en soit, nous sommes heureux que vous ayez finalement eu une session avec notre chef de produit. Après cet appel, il vous a envoyé 2 emails de suivi, mais nous n'avons pas encore reçu de réponse de votre part. Nous espérons pouvoir régler cela rapidement et efficacement. Merci de bien vouloir vérifier vos emails et nous faire savoir si vous avez des questions ou des préoccupations supplémentaires. Nous restons à votre disposition et espérons avoir de vos nouvelles très bientôt. Cordialement, Avada

Dear Raza Gems LLc store owner, Thank you for sharing your feedback about the Avada SEO Suite app, and we apologize for any confusion or frustration you've experienced. We genuinely appreciate users like you who take the time to provide valuable insights. I want to assure you that we take your concerns seriously and are committed to addressing them promptly. To better assist you, could you please provide more specific details about the discrepancies you encountered after installing the app? Understanding your experience in more detail will help us investigate and resolve the issues effectively. Additionally, our team is here to help guide you through any questions you may have about the app's features, pricing, or functionality. Please don't hesitate to reach out with more information or any further queries, and we'll do our best to assist you. Thank you for your understanding, and we look forward to resolving this matter to your satisfaction. Best regards, Avada Support Team

We're truly sorry that your plan was unexpectedly downgraded. We've already restored your Pro plan in the app – could you please check and let us know if everything looks correct on your end? This was not something we ever intended, and we deeply apologize for the inconvenience. Our team is currently investigating the cause to make sure this doesn't happen again. We would never want to take your payment without delivering the service you signed up for. As for the issue with your search results, we understand how concerning that must feel. You installed the app in 2023, and we couldn’t find any previous messages from you mentioning this. Even though it's unlikely the app caused the drop, we take your concern seriously and are more than willing to help you investigate. Please reply to our email so we can look into this together.