Cross Sell & Upsell by SSC

Hi there, Thank you for your feedback. We are sorry to hear about the issues you experienced. Regarding the 'broke add to cart on all chrome-based browsers' issue, we want to clarify that we did not receive any support request from you about this problem. Our support team is always available to assist and we strive to resolve issues promptly. Can you double-check you tried contacting us at the correct address? If you encounter this issue again, please contact us directly at [email protected] so we can investigate and help you. As for the 'FREE' pricing issue, we did receive your complaint on February 26 and by February 28, the issue was fully investigated and resolved. As mentioned to you at the time, the problem was due to the system not specifying cents, causing items priced below $1 ($0.99) to appear as "$0". This was corrected within two days of your original complaint and we appreciated your patience during that time. We value your feedback and are committed to providing excellent service. Please let us know if there’s anything else we can assist you with. Best regards,

Hey there, we do apologize for the experience that you've been having with us recently 😔. Our support has been down due to the holidays and some changes that we are going through. We are aware of these delays, and we are working on optimizing our support and services. We will get in touch with you and arrange a call so that we can work in real time on features you wish to implement, as well as answering all your questions.

Hi there 👋🏽. I'm sorry to hear of your experience with our app. If you could send an email to our support: [email protected], then we could get in touch with you. Our support will assist you with your refund and the app's functionality. I do apologize once more for the issues you've faced 😔.

Hey Melody, I'm sorry to hear that you've been experiencing issues with our app. I'm aware that our team is looking into this for you, and have been keeping you updated on the status of the issue. We don't have other customers experiencing this issue, and it seems to be a rare instance affecting your account at this time. However, I assure you that we are working on having this resolved as swiftly as possible, and we're open to compensating you for the days this has been affecting you 😊!

Hello, I am very sorry you never received our email, but we reply within 24 hours. I see you sent us only one email on the 24th of April and I personally replied with the issue fixed on the 25th of April. Can you please double check your inbox? Reply was sent to [email protected] and the email was never opened. Kind regards, Petra

Hello Meghvi, we appreciate your feedback, however, we do offer 14 days trial period. If you uninstall our app before your trial period is over, you won't be charged and no charges are applied before the trial period is over. You have been installed our app in October 2020 and now you installed us again, therefore you are not eligible for the free trial plan. We are not playing any games, we are just trying to explain why you were charged - because you already had your free trial plan. I am very sorry again, but we keep track of our customers and uninstalls. In any case, I have credited you $19.99. Please note, all the billing is handled by Shopify, if you would like to request a refund, please reach out to them. Please let me know if you have any questions, I will be happy to help you. Kind regards, Petra from Cross Sell

Hello Marc, we are very sorry the issue happened to you exactly at the time we finished upgrading you to the latest version of Cross Sell. However, as a part of the upgrade, we tested the Upsell pop-up, which is triggered after you click on the "Add to Cart" button and that was working just fine. When you reached back to us asking to revert the changes, we reverted all of the changes immediately. Kind regards, Petra

Thank you for the feedback, we are very sorry you have had a negative experience. Unfortunately, as we already explained, your emails ended up in a spam folder. We immediately corrected this issue after seeing your review and this should never happen again. If you would like to reinstall our app, we will be happy to help you. Our sincere apologies for any inconvenience.

Hi there. Sorry to hear you found setup difficult. To be clear though, WE OFFER FREE INSTALLS TO ALL CUSTOMERS, and are more than happy to get you setup. The $20 fee is only for rushed/expedited installs and is optional. Also, - our Helpdesk doesn't have any requests from your email/store asking for assistance... FYI we are always happy to help. - we did reach out to you via email, but never heard back. Best wishes.

Hi Helen. When you first contacted us on the night of Tuesday May 28th, we were concerned to hear about the inventory problems you were having. We reached out Wednesday morning but by then you had already removed our app and we could not troubleshoot due to not having access to your store. We requested access again (which you approved) to remove our code, and even made you a video explaining the changes we made and later removed. It's very important to mention, as I did many times before via email and even through a detailed technical video I sent, that OUR APP DOES NOT HAVE ACCESS TO YOUR PRODUCTS' INVENTORY. We did our best to help you, and suggested contacting Shopify Support so that they could help narrow down the problem through their activity & access logs. That said, I find that it's very unfair of you to blame us for issues that: (1) we could not have been technically responsible for (2) that Shopify (who have your full activity & access logs ) can't even explain We're a small hard working team who run an honest business. We'd never dream of disturbing one of our customer's businesses over making a dollar. It's not us. We're more than happy to work with you, your team and Shopify to address any problems and determine who's at fault. All this said, my team and I would really appreciate if you removed your review, because it does not reflect accurate information about our app or how it affects stores.

Hi Miya. I'm sorry you felt our replies were slow & that we could not resolve the issues you had searching for items in time. Our initial confusion understanding what exactly the bug was when you first got in touch, and the timezone difference between us, might have been a contributing factor. Regardless, apologies. We will do better next time. Cheers :)

Hi there. I'm sorry to hear your experience with us was not ideal. From what I understand, you uninstalled our app after finding it did not serve your needs. Our records show we received 3 requests for help, and promptly closed the 1st after you informed us it was not the ideal solution for you. We should have closed the other 2 requests immediately and not followed up with automated email reminders requesting replies. For that I apologize and have made a note to improve our process & send less followup emails. I do want to stress though that we don't spam customers, but thoroughly understand how our emails might have come across as such. We'll do better next time. Cheers :)