Charlotte Truffles review for Zapiet ‑ Pickup + Delivery
Dec. 7, 2020
I have installed this app since I launched my website with Shopify. And at the beginning, they were incredible and completely quick with their feedback. And it went swimmingly. I even referred this app to all my Shopify friends. But recently, I have encountered issues after issues. My main issue with the app is on the shipping feature. Knowing that I will launch shipping for the holiday season, I started working in the summer with Zapiet to install this in. I specifically worked with Sebastian and he was incredible. We set it up exactly the way we wanted it. But after a week of launching the shipping option, we realized that we needed to do some more improvements. So we made changes in the Shopify end and things went haywire in the Zapiet App. I would change an option in the app, and it would take a while for it to be updated on the site. Reached out to customer serviced and received feedback 24 hrs later. Because I can’t afford for being down so long, I figured a solution that would tie us over. But our shipping option is still not functioning the way it should. Currently the app is displaying all 5 shipping options. But due to the type of product we have, we can only use 2 of them. After another 24 hrs, I get a quick email saying problem is resolved and I can enable the shipping option. But that is not the case, all 5 options are still shown to our customers. I've requested multiple times for them to just jump on a quick call (no more than 15 minutes ) to just iron this all out. But it seems that they specifically skip that part of the email. They say there is a phone and email support 24/7. This definitely has not been my experience. From my experience, you get 1 email support/ day and you hope they answer all your questions. Or you'll have to wait for another 24 hrs.
Hey there, Thank you for taking the time to leave a review, we really appreciate all of our customers feedback. First I would like to sincerely apologize for the experience you had with our support team, it is never our intention for our customers to feel neglected. I will be honest, our response times at the moment are slower than we would like, there has been an uptick in the support tickets over the recent weeks due to the holiday period and this has meant that response times and phone availability are not of the high standard our customers have come to expect. I have reviewed your configuration and I have personally ensured that only the required shipping options are now displayed at checkout. I have also responded to you via your ticket in the hopes that we can arrange a call to discuss any remaining concerns you may have. I hope to hear from you soon. Kind regards, Ronan Zapiet Support
