Avada AI SEO Image Optimizer

Hi there, Thank you for sharing your feedback. We're truly sorry to hear about your experience, and we understand how frustrating it must be. We checked our entire support history and were unable to find any previous conversations regarding this issue. Our team has also sent two follow-up emails to reach out and learn more about what happened, but unfortunately, we have not received a response yet. We genuinely want to investigate this and make it right. Please check your inbox (including your spam folder) for our emails and reply at your earliest convenience. We'll prioritize your case as soon as we hear from you. Best regards, Avada Support Team --- Bună ziua, Vă mulțumim că ne-ați împărtășit feedback-ul. Ne pare sincer rău să auzim despre experiența dumneavoastră și înțelegem cât de frustrant poate fi. Am verificat întregul nostru istoric de asistență și nu am găsit nicio conversație anterioară referitoare la această problemă. Echipa noastră a trimis, de asemenea, două e-mailuri de urmărire pentru a lua legătura cu dumneavoastră și a afla mai multe despre ce s-a întâmplat, dar din păcate nu am primit niciun răspuns până în prezent. Dorim cu adevărat să investigăm această situație și să o remediem. Vă rugăm să verificați căsuța de e-mail (inclusiv folderul de spam) pentru e-mailurile noastre și să ne răspundeți cât mai curând posibil. Vom acorda prioritate cazului dumneavoastră imediat ce primim un răspuns. Cu stimă, Echipa de Asistență Avada

Hi there, Thank you for sharing your feedback with us. Regarding your case, since you previously used our paid plan then downgraded, the feature was automatically locked, which is why you could no longer make edits. That said, we were still able to assist you with the changes on our end. Since the support agent handling your case was still new, we apologize that the correct solution was not provided right away. However, he later helped process the edit and carefully confirmed that the final result matched your expectations. We are glad that it's set up for you. We also contacted you afterward to check whether you had any remaining questions or concerns. We would greatly appreciate it if you could get back to us and let us know how things are going now. Best regards, Nim Avada Support Team

Hi there, Thank you for sharing your feedback regarding our app. I understand that it can be unexpected when you still find app-related code in your theme after uninstalling the app. When the app is installed, some codes are integrated into theme to support its features and functionality. However, once the app is removed, it immediately loses access to your store, so it cannot automatically remove all codes. Please rest assured that these leftover codes are inactive and no longer affect your store’s functionality or settings in any way. We’ve reached out to you via email so we can assist you more directly. We’d really appreciate it if you could reply to our email so our team can continue supporting you in the most efficient way. Hope to hear from you soon. Best regards, Avada Support Team

Hi Maximiliano, Thank you for taking the time to share your feedback. I completely understand how concerning it is when your store's page speed is affected. We have carefully investigated the performance issue you reported. You mentioned that a specific API call was slowing down your store's LCP: /api/get_geolocation?shop=dafeac.myshopify.com (sales-boost.simesy.com) After checking the domain of that request, we found it comes from another app provider (Simesy), which was installed in your store. Furthermore, we have documented evidence, including saved PageSpeed Insights reports from the theme our team optimized for you, confirming that this issue is not caused by our app. In fact, looking at Shopify's own Web Performance report for your store, your real-world LCP has actually improved since installing Avada. Our team has put significant effort into optimizing your store's speed and removing 'spoofing' scripts, and we are confident these optimizations were working as intended. Regarding customer service, our team was actively supporting you throughout this process, with multiple agents and our technical team working on your case. We acknowledge that the communication around the most recent issue could have been faster, and we take that feedback seriously. As for the refund, we have not received a refund request from you through our support channels. We have reached out to you directly via email with full details and evidence, and we would love the opportunity to walk through everything with you and resolve any remaining concerns. Best regards, Esther

UPDATE: After thorough investigation, we identified the root cause of the issue and confirmed it was not related to Avada. We reached out via email with a detailed explanation and proof. While our emails were read, we unfortunately haven't received a response yet. We remain available and happy to assist if needed. IMPORTANT: The claims in this review directly contradict the findings from the reviewer's own Shopify Support conversation. Below are the facts with screenshots as evidence. Shopify's own technical team investigated this store and confirmed: - The flagged redirect to xnxn.win is "NOT from Avada," - "Avada has left NO residual scripts or redirect rules," - "Everything on Shopify's side is completely clean." --- Thank you for your feedback. We take every review seriously, and because this review contains several claims that directly contradict the findings of Shopify's own support team, we want to share the facts transparently so other merchants can make an informed judgment. During our support conversation, the reviewer shared screenshots of their exchange with Shopify's technical team. Here is what Shopify actually found: 1. "The redirect to xnxn.win is NOT from Avada." Shopify identified this as a pre-existing spam/bot trap redirect UNRELATED to our app. The review attributes this to Avada, which is factually incorrect. We have screenshots from the reviewer's own conversation with Shopify Support confirming this: https://capture.avada.io/i/SBA4YTmvDu04 and https://capture.avada.io/i/CMWdiU0yhgmx 2. "Avada has left NO residual scripts or redirect rules" This is a direct quote from Shopify's advisor, confirming our app left NOTHING behind after removal. The review claims we left "residual malicious code", Shopify's own investigation says otherwise. Please check this screenshot: https://capture.avada.io/i/Ci7hOmAUlf5b 3. "Shopify explicitly confirmed that Avada overridden canonical tags" - this is NOT what Shopify said. Shopify's exact words were that Avada "MAY HAVE overridden" canonical tags - a hypothesis, not a confirmation. This was later resolved by the advisor's finding that canonical tags were fully restored to Shopify's default. Screenshot of Shopify's original statement: https://capture.avada.io/i/JoNkwAkRPkTg Furthermore, this hypothesis is baseless as our app does NOT have any feature that edits or overrides canonical tags. Canonical tags on Shopify are managed natively by the platform itself. 4. "Shopify's team identifying their scripts by name." We reviewed the very screenshots that the reviewer shared with us from their Shopify Support conversation (as mentioned above) and NOWHERE in those screenshots does Shopify identify or mention any specific Avada script as causing the issue. Shopify advisor later confirmed exactly that: NO residual scripts remain. As addressed in (2) 5. Regarding the "injected trailing '?' into my URLs": As explained above, our app does NOT have any feature that edits canonical tags or modifies URLs. The features the reviewer used during their 2-day installation were Alt text optimization, Meta tag, SEO audit, and broken link manager, none of which have the capability to inject characters into URLs. Additionally, this issue CONTINUED TO PERSIST even after all app code was completely REMOVED from the store, which strongly indicates that Avada was NOT the cause. 6. What we did: When the reviewer reported their concern, although our technical investigation indicated the issue was unrelated to our app, we were still actively investigating to help identify the root cause. During this process, the reviewer requested immediate removal of all app code, which we completed within the same support session. We did NOT dismiss the concern, we acted on it immediately while explaining our technical findings. 7. What we cannot do: We cannot accept responsibility for an issue that Shopify's own investigation confirmed is NOT caused by our app. We also received a demand for a compensation, which we could not fulfill as there is no evidence linking our app to the reported damages. We work based on facts and evidence. We are sharing this publicly because we believe merchants deserve full transparency. If you ever experience any concern with our app, please reach out, we will always investigate thoroughly and honestly. Best regards, Avada

Hi there, Thank you for sharing your feedback. Regarding your concern, since the app was uninstalled after the 7-day free trial period had ended, Shopify automatically applied the subscription charge in accordance with its standard billing system. This is a common process on the platform once the trial has expired. We’ve also contacted you via email to address your concern directly. Your response would be appreciated so we can assist you more effectively and provide any necessary support as soon as possible. Hope to hear from you soon. Best regards, Nim

Ciao Roberta, Grazie per aver condiviso il tuo feedback. Siamo rimasti sorpresi nel leggere questa recensione, poiché durante le nostre conversazioni in live chat questo problema non è mai stato menzionato. In precedenza, la tua esperienza era stata valutata con 5 stelle. Al momento non disponiamo di dettagli specifici riguardo al problema SEO o a Google Merchant a cui ti riferisci. Dai nostri registri di sistema risulta che siano state effettuate solo ottimizzazioni di base tramite la checklist, come modifiche ai meta tag e agli H1, interventi che non hanno la capacità tecnica di rimuovere la visibilità nei motori di ricerca o azzerare le performance SEO. Abbiamo inoltre notato che sullo store sono installate diverse altre app SEO e di gestione dei contenuti, che in alcuni casi possono interagire tra loro e influenzare il modo in cui i motori di ricerca elaborano i dati del sito. Ti saremmo grati se potessi fornire informazioni più specifiche sul problema, così da permetterci di effettuare un’analisi approfondita. Ti abbiamo già inviato un’email di follow-up: ti invitiamo a risponderci così da poter collaborare per trovare una soluzione. --- Hi Roberta, Thank you for sharing your feedback. We were surprised to read this, as during our live chat conversations this issue was never mentioned. In fact, prior to this, your review reflected a 5-star experience. At the moment, we do not have specific details about the SEO or Google Merchant issue you’re referring to. From our system logs, only basic checklist optimizations were performed, such as meta tag and H1 adjustments, which do not have the technical capability to remove search visibility or reset SEO performance. We also noticed that multiple other SEO and content-related apps are installed on the store, which can sometimes interact with each other and affect how search engines process site data. We would truly appreciate it if you could provide more specific information about the issue so we can investigate properly. We’ve sent you a follow-up email to better understand the situation. Please reply to us there so we can work together to resolve this. Best regads, Avada Team

Thank you for sharing your feedback. We understand how critical accurate tracking is for any e-commerce business, and we take concerns like this very seriously. After a deeper technical review, we confirmed that both Google Tag and Facebook Pixel in your store are implemented via Shopify’s Web Pixel system, not as standard third-party scripts in the theme. Because of this, our speed optimization cannot defer, freeze, or delay these pixels, even when JavaScript deferral is enabled. Regarding the claim that Avada “blocked pixels to show a fake high speed score,” we want to be very clear. Avada has never engaged in any deceptive practices that would compromise tracking data or harm merchants’ businesses. Speed scores only have meaning when they reflect real user experience, and any form of manipulation to achieve higher scores would directly go against the trust our merchants place in us. At the same time, our product is built to comply fully with Shopify’s technical guidelines. Any form of manipulating or faking performance metrics is strictly against Shopify’s standards, and an app engaging in such behavior would not be approved or allowed to remain on the platform. We have reached out privately to offer a full end-to-end recheck, should you wish to verify everything together and ensure tracking and performance work correctly without conflict. Thank you again for your honest feedback. It helps us improve both our product and our support process. Esther Avada

Thank you for sharing your experience. We’re truly sorry for the frustration this situation caused. We’d like to gently clarify that image reverting is available for all merchants, including those on the FREE plan. Because reverting images is a technically sensitive process and can carry certain risks if done incorrectly, it is handled with the support of our technical team to ensure everything is restored safely. During the conversation, our support team explained the revert process and offered assistance to restore the images safely. At the same time, the issue was described in general terms as the images being “ruined,” without specific details on what had changed (such as sharpness, colors, or cropping). Without clearer details, it was difficult for us to confirm whether the changes were directly related to image optimization. That said, we take feedback like this very seriously. Based on cases like yours, we’ve improved our workflow, and our CS agents can now assist merchants in restoring images back to their original Shopify-uploaded state more quickly and smoothly. We appreciate the feedback and will continue improving both our product and support experience.

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 Androe, Thank you for sharing your experience and for taking the time to test our app. We’re sorry to hear that the trial and billing process felt confusing - this is fully managed by Shopify’s system, and we understand it can be unclear for merchants who are new to the platform. To clarify, all app subscriptions on Shopify are handled directly through Shopify’s billing flow. Before starting the free trial, Shopify displays all plan details, costs, and the exact billing date on the “Approve app charge” screen. Once the trial ends, the first invoice is automatically generated on the date confirmed in that step. Please rest assured that there’s no financial trap involved. Everything about the trial and billing process is shown transparently by Shopify from the beginning. Our team has also issued a full refund according to our 30-day refund policy, and we hope this has fully resolved your concern. Thank you again for your time and understanding. We wish you all the best with your store.

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.

Hi William, We sincerely apologize for the difficulties you experienced with our support. Your feedback is invaluable, and we’re truly sorry for any frustration or inconvenience caused. As soon as we received your review, our Customer Success Lead reached out to you directly to better understand your concerns and ensure a prompt resolution. We’re glad we could connect via WhatsApp and work closely with you to resolve the issue to your satisfaction. At Avada, we are committed to supporting our merchants and continuously improving our service. Your experience has already led to additional training for our support team, and your case was handled as a top priority. If you have any further questions or need support in the future, please feel free to reach out directly—we are always here to help. Thank you again for your feedback and for giving us the chance to address your concerns. Best regards, Avada Team

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