Avada SEO Image Optimizer

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 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.

Dear Cassie's Critters & Creations team, Firstly, we sincerely apologize for any negative impact our app may have had on your speed score. Your feedback is incredibly valuable, and we are dedicated to swiftly resolving this issue. We want to acknowledge any confusion resulting from our response regarding the "speed-up features." It seems there was a miscommunication, and we thank you for bringing it to our attention. To address your concerns and ensure a resolution, we would like to offer you a complimentary review of your setup to identify and rectify any performance issues. For a more in-depth investigation, could you please provide additional details about the Google report indicating a drop in your speed score after enabling the app? This information will greatly assist us in expediting the resolution process. We also genuinely hope that you can consider re-installing the app in order to work toward the best solution. If you are open to this review, please let me know, and we will provide the necessary support to enhance your experience. Thank you for your understanding, and we appreciate the opportunity to address and improve your experience with our app. Best regards, Avada Support Team

Hi, We’re sorry to hear you did not have a great experience with our app. Since we haven't had a chance to communicate before, please let us check the issue for you. I have sent an email to your mailbox. Please help me check our message and solution to make the best use of it Many thanks for your collaboration and we hope to sort it out for you soon Best regards, Avada Support Team

Hi, Thank you for your review. Our SEO expert has contacted you and is helping improve the Store speed. Kindly keep in touch so that we can assist you better. Our analysis has revealed that the second slide show on your homepage is currently being lazy-loaded. This could potentially be a contributing factor to the issue of Largest Contentful Paint (LCP) and overall score. With our expertise, we anticipate significant improvements that can elevate your site's speed score to 65 or even beyond. We would appreciate your thoughts on our proposed solution. We have sent you a follow-up email. Please kindly check your mailbox to get our update and solution. Thank you so much for your generous support! I am looking forward to hearing from you soon. Best regards, Avada Support Team

Hi, Thank you for your review. We would like to acknowledge that there have been recent changes in Google Page Speed that have impacted our service. We want to clarify that we are not placing blame but rather highlighting the current situation. It remains our responsibility to address any bottlenecks, and we acknowledge that despite our best efforts, we have not been able to find a comprehensive long-term solution until now. This experience has been a valuable lesson for us and we are committed to continuous improvement. Please accept our warmest regards, and rest assured that we are wholeheartedly committed to addressing any concerns you may have. We eagerly anticipate the opportunity to assist you in the coming time Please check your email box for further update Best regards, Avada Support Team