GemPages Landing Page Builder

Hello AMORENCE, We are very sorry for the inconvenience you experienced when our servers were down. The issue was caused by a major outage from Amazon Web Services (AWS), which affected many platforms worldwide, including ours. While this was beyond our direct control, we fully understand how frustrating it must have been to lose access during an important time. Our team has been working on improving our infrastructure and backup systems to prevent such situations in the future. We truly appreciate your patience and understanding, and we hope everything is now back to normal for you. Best regards, Auri GemPages Customer Support Manager

Hello Mech.land, We are truly sorry for the frustration you experienced with the V7 upgrade and the recent app lockout. The issue was caused by an unexpected outage from Amazon Web Services (AWS), which affected many platforms including ours. Our team has been working on improving our infrastructure and backup systems to prevent similar disruptions in the future. I’ve also reached out to you directly via email to discuss your experience in more detail and ensure your concerns are fully addressed. Best regards, Auri GemPages Customer Support Manager

Hello Slymshape, We sincerely apologise for the slow response and for the frustration caused by the lag in product images and page loading speed. Our team is already aware of this issue, and a fix has been in progress. The upcoming update, scheduled for release at the end of October, will significantly improve Product Image performance and overall page speed. Our CS team has also been in touch to share a demo of the new version so you can preview the improvements before release. If you need any further assistance or would like more information, please do not hesitate to reach out. We are always here to help. Best regards, Auri GemPages Customer Support Manager

Hi Pro-Fit Golf, It's Auri, GemPages Customer Support Manager. 1st of all, I'm very sorry for the unpleasant experience. I have seen that you contacted us a couple of days ago about the code conflict, and our CS team was able to assist you on that. I have also sent you a message to support you further if you have any other inquiries. I'm looking forward to supporting you further. All the best, Auri GemPages Customer Support Manager

Hello NoorShades, We are very sorry for the unpleasant experience and the delay you’ve faced. At the moment, our team is still working on improving support for the Translate & Adapt issue, which may be why the solution has taken longer than expected. Since support via email can sometimes take more time, we kindly suggest reaching out to us through our Live Chat inside the app for faster updates and assistance. Best regards, Auri GemPages Customer Support Manager

Hello naturalturmeric, We are truly sorry for the unpleasant experience you had while using our live chat. We have carefully reviewed your case and already coached Noah to ensure such mistakes do not happen again in the future. Our technical team has worked on your store and the issue has been fixed. When you have a moment, please check from your side as well. I, Auri – Customer Support Manager, have also sent you a direct email for further support. Kindly have a look whenever you have time, and feel free to reply so we can assist you right away. Best regards, Auri GemPages Customer Support Manager

Hello MindFit, It's Auri, a Customer Success Manager at GemPages. I am truly sorry to hear about your experience. Page loading speed can be influenced by many factors, including content size and even external network conditions. Since you had designed many templates with GemPages, uninstalling the app may have caused some display issues due to missing code. That’s why we advised that you can safely redesign your pages using Shopify’s default editor afterwards. I appreciate your feedback and will continue working to improve. If you need any additional support, our team will always be here to help. Auri GemPages Customer Success Manager

Hello Evallys.com, We’re sorry to hear about the slowdown you experienced. Website speed can be influenced by many factors such as page content, third-party apps, or even temporary network conditions. Our team is always happy to check specific cases and provide optimisation guidance. If you’d like us to look into this further, please don’t hesitate to reach out — we’ll be here to support you. Auri GemPages Customer Success Manager

Hello sea and blossom, We're truly sorry to hear about your experience, and we completely understand how frustrating it must have been to lose your work and face limitations unexpectedly. We’d love to learn more about what happened, especially around the unsaved work, as we may be able to help recover the page or at least understand how to prevent this from happening again. Also, just to clarify, our Free plan allows publishing of one page only. To launch additional landing pages, an upgrade is required, though we understand this could have been communicated more clearly, and we’ll take your feedback seriously to improve that. If you're open to giving us another try, please reach out via in-app chat or email at [email protected], we’d love a chance to support you directly. Best regards, Auri GemPages Customer Success Manager

Good day Sunse We understand your frustration, and we truly apologise for the experience. The live chat issue you encountered was caused by a technical error that temporarily disrupted the widget — it was not intentional, and we resolved it shortly after. Our records show that the page issue you reported was fixed and confirmed working on your end. If anything still isn’t right, we’re more than happy to check again. As for the reviews — Shopify maintains very strict moderation and policies. If we ever attempted to buy reviews, our app would’ve been removed immediately. Every review on our page is genuine and unfiltered. Lastly, I’ve already personally reached out to you via email. If you have a moment to review my message, I’d really appreciate the chance to support you directly. Sincerely, Auri GemPages Customer Support Manager

Hola M. Valentina – María Valentina C., Gracias por tus comentarios y lamentamos sinceramente los inconvenientes que experimentaste. Nuestro equipo ya ha proporcionado la solución al problema con la visualización de las variantes después de la personalización del tema. Si tienes alguna otra duda o inquietud, no dudes en contactarnos nuevamente — ¡estamos aquí para ayudarte! Saludos cordiales, Auri | Gerente de Atención al Cliente Equipo de GemPages

Good day Dentiphoto, First of all, I would like to sincerely apologise for the frustration and inconvenience you’ve experienced. I have personally reached out to you with a proposed solution to help resolve the issue, and I hope you’ll be able to review it whenever you have time. We truly regret that this situation caused you both time and financial loss, and we’ll continue to do our best to support you until this matter is fully resolved. If you need any further assistance, please don’t hesitate to get back to us — we’re here and ready to help. Auri GemPages Customer Support Manager

Hello Eleven Oasis! Thank you for your amazing review! We're thrilled to hear that you’re enjoying the platform and our customer service. If you ever need assistance or have any questions, feel free to reach out — we’re always happy to help. Auri GemPages Customer Support Manager

Dear Diana, It's Auri, a Customer Support Manager at GemPages. I sincerely apologise for the long waiting time and the confusion regarding the integration with the Pumper app. Due to a recent surge in demand, our support team has been handling a much higher volume of inquiries than usual. We’re actively hiring and training more team members to ensure we can provide faster and more accurate assistance moving forward. However, we understand that it takes time for new staff to fully master the product and offer the level of support our users deserve. Regarding the Pumper app integration issue, please rest assured that we are taking your feedback seriously. Our team is currently reviewing this case thoroughly to prevent similar issues in the future and ensure smoother experiences with third-party apps. We truly value the trust you initially placed in us and hope we’ll have the opportunity to work with you again in the future. Thank you for your feedback — it helps us grow and improve. All the best, Auri GemPages Customer Support Manager

Dear Keith, We’re truly sorry to hear about your frustrating experience, and we sincerely apologize for the inconvenience and loss of time you’ve encountered. Please know that we take your feedback very seriously. Our team is currently investigating the root cause of the saving issue to ensure that no user ever has to face a similar situation again. We understand how critical your work is, and we deeply regret that your efforts were lost despite your precaution of saving frequently. We also want to acknowledge your concerns regarding the support interaction. It is our responsibility to provide accurate and thoughtful assistance, and we’re sorry that this was not reflected in your experience. Your feedback has been shared with our team so we can improve the way we handle and assess customer issues more carefully. We are also working on enhancing the Theme Section experience to ensure better stability, reliability, and usability for all our users. I, Auri — the Customer Support Manager — have reached out to you directly to offer further assistance and work closely with you on this issue. We’d truly appreciate the opportunity to make things right and support you better moving forward. Thank you again for bringing this to our attention. Your experience matters greatly to us, and we’re committed to doing better. Sincerely, Auri Customer Support Manager – GemPages

Dear Kuzmanov, This is Auri, GemPages Customer Support Manager. Thank you for sharing your feedback about A/B testing. Please allow me to explain, A/B Testing is an incredibly useful tool for running comparative campaigns, helping users identify the best-performing options. With V7, we introduced an entirely new codebase to support seamless integration with more third-party apps, enhancing user experience. However, this new architecture means that A/B Testing could not be implemented in the same way as in V6. Hence, we are working for a perfect solution which can help our customers utilise the feature better. I have reached out to you with a solution, but haven't heard from you. I would be very appreciate if we can discuss further to help you achieve your goal. Best wishes, Auri GemPages Customer Support Manager

Dear Kuzmanov, I’m Auri, the Customer Support Manager at GemPages. First and foremost, I sincerely apologise for any miscommunication that may have led you to believe the A/B testing feature was included in the Annual plan. To clarify, the A/B testing feature is available in our older version (V6). However, it is not included in the latest version (V7) due to differences in code structure. We value your feedback and have already taken steps to improve our communication, ensuring all information shared with customers is clear and transparent moving forward. I’ve previously reached out to provide a solution but have not yet heard back from you. I would greatly appreciate the opportunity to discuss this further and help you achieve your goals. Looking forward to hearing from you. Best regards, Auri GemPages Customer Support Manager