EcoCart: Carbon Neutral Orders
Create a sustainable shopping experience your customers love
Rating
4.6
feedback
156
chart
#3,376
All reviews
Rating Breakdown
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Oct. 1, 2024
We were excited to partner with EcoCart as an eco-conscious business, but after onboarding, your widget isn’t working and we’ve received no support—emails ignored, meeting canceled last minute, scheduled a new meeting yesterday late afternoon again and it was canceled again. This is disappointing and unprofessional. We need a resolution ASAP. UPDATE: Marina finally was able to get ahold of me and apologized for the delay as they, I guess, don't have a team right now to manage live meetings so I am not sure why they gave that option on their website, but she was able to get my issue resolved! 4 stars for the way they handled the issue and delay. I hope they can improve the speed of their customer service for time sensitive issues like these.
Sept. 10, 2024
I'm extremely disappointed with my experience using EcoCart for our website. Initially, their team was responsive and communicative, but once we activated payments, they suddenly became unresponsive. We've been waiting for over two months for a reply regarding a specific case, and it feels like they've ghosted us. I've sent multiple emails (three, to be exact), but there's been complete radio silence. The lack of support and communication is alarming, and I've started to question the legitimacy of this app. It's unacceptable that there's no clear way to contact their team or get assistance when issues arise. While the idea of carbon-neutral orders is great, the poor customer support and unresponsive team make it difficult to recommend EcoCart to others. Hopefully, they'll take steps to improve their support and communication channels. Until then, I'd caution others to think twice before using this app.
Oct. 10, 2023
Although I like the product and the installation process was quick and smooth, we've been with EcoCart for over 6 months and each time we have been overbilled. I've emailed each time regarding this issue and promised it is fixed, including a guarantee from VP of Sales Trevor Fox, and yet it keeps happening. Unfortunately it has happened again this past month, and despite emailing my CSM and Trevor twice now, I have yet to hear a response—completely unprofessional. If it wasn't for such poor customer service, at even the VP level, I would give 5 stars.
We are genuinely sorry to hear about your experience with EcoCart, and we deeply appreciate you taking the time to provide your feedback, despite the challenges you've faced. It's clear that you value our product and had a positive start with the quick and smooth installation process, which makes it even more disheartening to hear that the billing issues have negatively impacted your experience. We understand how frustrating it must be to encounter repeated billing issues despite assurances from our team, including a personal guarantee from Trevor Fox, our former VP of Sales. Your expectation for these issues to be resolved, especially after raising them directly with us, is completely reasonable. Regarding the latest incident you've mentioned, it occurred due to us making necessary adjustments to the offsetting calculations specific to your store. Unfortunately, these adjustments coincided with the passing of the 1st of the month—our standard billing timeframe—leading to an erroneous charge. Please know that we recognized this mistake promptly and have since resolved the issue, adjusting the billing accordingly.
Sept. 11, 2023
Great app and AMAZING customer service. I've been working with Marina and...WOW... it has been such a great experience. Fast answers and consistently providing service and results above what I was even hoping for! Thanks! Highly recommended.
April 17, 2023
Several of our apps and even our 3PL are having a hard time working with Eco Cart with the way it's setup, creating a new variation/sku each time an order is placed. EcoCart tried to help, but they cannot change the fundamental way they are setup. We are going to have to remove the app.
Thank you for providing this feedback and highlighting that EcoCart did everything we could to support your 3PL integration. Please note that over the last two years our Customer Success team has worked deeply with 3PL providers to create easy integration guides during our onboarding process. We have created onboarding plans with nearly all 3PL’s on the market today.
Feb. 27, 2023
We highly DISCOURAGE the use of Ecocart and will never recommend it again. We disabled the app from September 2021 after finding an alternate solution and confirming with the team that we wouldn't be charged moving forward. However, they began charging us again in January, explained that they had migrated to a newer version of their widget so it was automatically enabled on our store again; this was done WITHOUT ANY NOTICE. Furthermore, given that they have retired the offsets for donations collected, there won't be any refunds. We cannot trust a company that is not transparent with their updates or integrations and continues to charge without any warning even after we disabled it. Although we support carbon neutral delivery, there are many alternative, more trustworthy solutions available, and we do not recommend Ecocart.
Hello there - Thank you for the feedback you provided. We are truly sorry to hear about the issues you experienced during this transition period. First and foremost, we want to acknowledge the frustration and inconvenience caused by the migration to our new billing system. It seems that, during this process, EcoCart was still installed in your store, and unfortunately, the widget was merely hidden, leading to unexpected charges. Please know that our team acted swiftly upon realizing that a small group of our customers, including yourself, were impacted by this oversight. We have issued refunds for those mistaken charges. This incident was a one-time error on our part, and we assure you that measures have been put in place to prevent such an occurrence from happening again in the future. Your trust in us is paramount, and we sincerely apologize for any distress this situation has caused you.
Jan. 27, 2023
This app is easy to setup, easy to use and armed with strong support staff who reply quickly. Thanks!
Dec. 19, 2022
Great customer service easily installed once I reached out. I’m so happy to be able to have this app integrated!
Dec. 6, 2022
EcoCart is in support of a great cause, so I'm thankful that the app exists. I've also found the support team to be incredibly responsive and helpful, which is a huge plus.
Nov. 16, 2022
A must-have app! It has a nice modern look and a great support team, and overall, it's for a noble and very important cause. Very glad to have Eco-Cart on my store
Oct. 25, 2022
I really want to leave more stars as I like the app in general, but I have a few issues and someone needs to get back to me otherwise I will need to delete it.
Sept. 12, 2022
great customer support! lovely team who is there to help and follow up to make sure you are satisfied.
Aug. 30, 2022
I love this app!! It has so much diversity in the projects you can use along with such an awesome add-to-cart button. Get this app today!
Aug. 9, 2022
Really amazing app for offset CO2 and support great projects about sustainability!! The customer service is on another level, super kind and quickly to assist me with everything I need, I'm really really satisfied with this app, I couldn't recommend it more!!
July 17, 2022
We are pleased to be involved in projects that reduce carbon, support sustainable development and climate action. Thank you to the team for their help!
July 13, 2022
Really like this app! I really like the concept of this app and it's great to have EcoCart in my store! It looks really good! The support is also very very helpful. Austin was very kind, helpful, and attentive to solve my problem. Really great communication! Thank you, Austin!
July 8, 2022
Great app! Customer service was great and helped us try the add to cart option off vs on. Toggling it on had a much better participation rate with zero customer complaints. So we're happy to keep it there so our customers can offset the emissions from their orders.
June 25, 2022
I am very happy with this app overall! The widgets looks clean and modern compared to some apps i looked at. The support was off the hook! Austin was very attentive with amazing communication. Everything looks great on the website!
May 18, 2022
Austin from customer service was super helpful and helped me set EcoCart on my two expansion store and the app works perfectly, our customers are getting on board! Thank you.
May 17, 2022
The customer service from EcoCart is superb!! We had trouble with our set up since we sell our products by gram but EcoCart went above and beyond to fix this problem for us and even upgraded the appearance for us!! So excited to work with EcoCart for the environment!