DC: WhatsApp Marketing + API
DelightChat WhatsApp Marketing + AI Customer Support Inbox
Rating
4.8
feedback
192
chart
#3,219
All reviews
Review RSS Feed
Dec. 8, 2025
We used DelightChat for about 3 years and overall it served its purpose reasonably well during that time. The platform was decent for our needs though over the years we noticed a big lack of innovation and updates compared to other solutions in the market. Pricing used to feel fair, but today it feels expensive for the feature set offered, especially considering the slow progress in new functionalities (AI, automation, etc.). The reason for the 3 stars — and not lower — is because our main issues happened during the exit phase, which was honestly quite disappointing. 1. Unexpected extra charges: We discovered we had been charged over $150 USD in the last three months due to contact overages. There is no clear or easy way to view contact count/usage, and since billing runs through Shopify, it slipped under the radar initially. The lack of transparency here felt very “sneaky.” 2. Canceling equals losing paid time: We canceled our monthly subscription expecting to use the remaining paid period until renewal, but instead we immediately lost access — meaning we paid for days we couldn’t use. This felt unfair and like wasted money. 3. Unused balance non-refundable: We also had funds inside the platform for marketing messages, which we couldn’t withdraw due to a strict no-refund-after-7-days policy. Again, money lost. In summary, the platform itself works, but it’s falling behind competitors and can become costly for what it offers. Most importantly — be extremely careful with billing, overage charges, and the cancellation process, as the offboarding experience was frustrating for us. If you never need to leave the service, maybe you’ll be fine. But for us, transitioning out was unfortunately far from smooth.
Hi Juan, Thank you for taking the time to share such a detailed review, and for being with DelightChat for nearly three years. We truly appreciate the trust you placed in us over that time, and we’re sorry that your exit experience didn’t feel smooth. To clarify a few points for future merchants reading this: 1. Overage charges: We rechecked your account, and the overage fees were accurate based on WhatsApp contact usage. These details are available on our billing page, but we understand they can be easy to miss. We’ll be improving visibility around usage and billing so this is clearer going forward. 2. Cancellation & unused subscription time: While uninstalling the app on Shopify ends access immediately, we always refund any unused portion of the billing cycle, and this has been done for your account as mentioned earlier. 3. WhatsApp marketing balance: We completely understand your frustration here. Our WhatsApp API provider (Gupshup) has a strict 7-day refund policy that we are required to follow, which is why we were unable to process a withdrawal of the remaining balance. We’re exploring if there are ways to offer more flexibility moving forward. 4. Product innovation & AI features Your feedback on product progress is fair, and we’ve taken it seriously. Our new AI chatbot and automation upgrades are launching at the end of this month. We wanted to ensure we shipped a well-designed, reliable product rather than rush something out. Juan, we’re sorry that parts of your offboarding experience were frustrating. Your feedback is extremely valuable and already helping us improve the clarity of billing, cancellation flow, and overall merchant experience. Thank you again for the years you spent with us at DelightChat. We wish you and your business the very best moving forward. - Baz, DelightChat
Sept. 4, 2025
The features all sound great. I was confident that once we setup, that this would have been the application that we would go with to support our customers and more. But trying to setup Facebook and Instagram would complete with Facebook DM and Instagram DM. They couldn't figure out how to use it while I waited to message with their support once per day and see that it might have taken weeks to get a fix. If you are in the USA, beware that there hours are the opposite of ours and you will only be able to send and receive a message once per day, unless you stay up all night to answer them. I feel that they dont know the tech side of the product so well. The lady that we dealt with was very nice and accomodating in the onboarding call, but that is not enough to ignore that the product would not setup properly. If you try it and all sets up well from the start, then I would go for it. But I wont waste many days in limbo whil they "might" get it fixed.
Hi Jeffrey, Thank you for your detailed feedback, and we sincerely apologize for the frustrating experience you faced during setup. We understand how disappointing it must have been to wait on support while dealing with critical integrations like Instagram DMs. Our support team is currently based in one timezone, and while we strive to be as responsive and hands-on as possible, we recognize that this can cause delays for merchants in other regions, especially during setup. We're truly sorry again for the inconvenience caused. Additionally, Meta has made certain changes that affect IG DM access based on geography and account type, which has introduced new challenges outside our control. That said, we take full ownership of the onboarding experience and are actively working on clearer communication and faster resolutions. We’re grateful for your initial trust, and if you’re open to giving it another try, we’d love the chance to get everything working right from the start. – Baz from DelightChat
Aug. 18, 2025
over it is a satisfactory experience, but the system of whatsapp group was more approachable and easier for queries
Hi Team Doft Candles, Thank you for your honest feedback and for being with us for nearly two years - it truly means a lot! We hear you on the preference for WhatsApp group-based support. To share a bit of context: we’ve now shifted to supporting all our merchants via a dedicated WhatsApp number. You’ll still get the same human support, but this setup helps us streamline conversations as we grow, ensuring that no query gets missed in a busy group. That said, we're always looking for ways to make support feel even more personal and approachable. If there’s anything we can do to make your experience smoother, we’d love to hear from you! – Baz from DelightChat