GemPages Landing Page Builder

Hola, Lamentamos sinceramente la confusión y las molestias que esta situación le haya causado. Tras revisar su caso, vemos que la aplicación fue desinstalada después de que iniciara un nuevo ciclo de facturación, por lo que el cargo se generó automáticamente a través del sistema de Shopify. Entendemos que esto puede no ser evidente, y en estos casos nuestro equipo de soporte siempre está disponible para ayudar a revisar y gestionar cualquier solicitud de reembolso. Nos gustaría informarle que el reembolso ya ha sido procesado y el importe ha sido enviado a su método de pago original. Si tiene cualquier otra duda o necesita más ayuda, por favor no dude en contactarnos. Estaremos encantados de asistirle. Saludos cordiales, Auri GemPages Customer Support Manager

Hello Ovella, We’re sorry to hear that your experience did not meet your expectations. Our Customer Support team has already provided assistance regarding your case. Kindly check the latest update when you have a moment, and if you have any further concerns, please feel free to reach out so we can continue supporting you. Kind regards, Auri GemPages Customer Support Manager

Hello nellaskin, We’re sorry to hear about your concern regarding the billing. As GemPages is a third-party app on Shopify, all charges are managed and processed strictly through Shopify’s billing system, not directly by us. Charges may still appear if the subscription was active during a billing cycle, even if the app was later uninstalled. In your case, you were eligible for a refund, and our team has already reviewed and supported you with the refund accordingly. If you have any further questions or would like us to double-check anything, please feel free to reach out. We’re always here to help. Kind regards, Auri GemPages Customer Support Manager

Hello Loume, Thank you for your feedback, and we’re sorry to hear that the app did not fully meet your expectations over time. Our Customer Support team has already provided assistance regarding your case. Please kindly review the latest update, and if you have any further concerns or would like us to explore ways to better support your needs, feel free to reach out. We’ll be here to help. Best regards, Auri GemPages Customer Support Manager

Hola SHOPIFY ONLINE COLOMBIA, Lamentamos sinceramente la confusión y la molestia que esta situación le ha causado. Queremos aclarar que actualmente no ofrecemos un periodo de prueba de un mes. Según nuestro sistema, el cargo confirmado fue de $14.50 USD, y esta factura aún no ha sido pagada. Si ha recibido un doble cobro, por favor envíenos la factura correspondiente para que podamos revisarla de inmediato. En caso de cualquier error, procederemos con el reembolso sin problema. Además, usted es elegible para un reembolso, y estaremos encantados de gestionarlo siguiendo el proceso correcto. También notamos que el correo electrónico al que escribió no es el correcto. Nuestro email oficial de soporte es: [email protected] Nuestro equipo ya le ha enviado un correo con asistencia detallada. Le pedimos amablemente que lo revise y nos responda para poder ayudarle lo antes posible. Quedamos atentos a su respuesta. Saludos cordiales, Auri Customer Support Manager GemPages

Hello Our Quill, Thank you for sharing your experience. We’re sorry to hear that the responsive settings caused frustration while working on your layouts. GemPages follows responsive web design principles, which means certain elements such as text styles are synchronised across devices by default unless adjusted using specific device settings. In your case, the text size behaviour and button width settings were working as designed, but required configuration through the responsive controls. Our team has already provided a detailed screen recording to guide you step by step on how to customise each device layout correctly and avoid unintended syncing. We kindly invite you to review that recording when you have a moment. If anything remains unclear or you would like further assistance, please let us know. We’re here to support you and ensure your layouts work exactly as expected. Kind regards, Auri GemPages Customer Support Manager

Hello GlassStaff, We’re sorry to hear that you felt this way about our support experience. Your case has already been handled by our Customer Support team, and we have provided a response regarding the technical issue you raised. We kindly ask that you review the latest update when you have a moment. If you still have any further concerns or if anything remains unclear, please do let us know. We’re here to continue assisting you and ensure the issue is fully resolved. Kind regards, Auri GemPages Customer Support Manager

Hello Das Familienbuch, We’re very sorry to hear about your experience with page speed. We understand how important performance is, and we truly regret that the results did not meet your expectations. Page speed can be influenced by multiple factors such as theme structure, third-party apps, image sizes, scripts, and server response time. GemPages itself does not automatically slow a page, and we would really appreciate the opportunity to review your store in detail to identify the exact cause. Our team would be happy to conduct a performance check and provide specific optimisation recommendations tailored to your setup. Please feel free to reach out via live chat or email, and we will prioritise your case. Kind regards, Auri GemPages Customer Support Manager

Hello Aussie Marching Powder, We’re sorry to hear that your experience with our support did not meet your expectations. Our team has already shared a solution with you and kindly asks that you check it when you have a moment to see if it meets your expectations. If you have any further concerns or questions, please feel free to get back to us so we can continue assisting you. We’re always here to help and appreciate the opportunity to support you further. Kind regards, Auri GemPages Customer Support Manager

Hello Vanlife-Store, We’re truly sorry for the frustration you experienced and for how this support interaction came across. We understand how disappointing that can be. Our team has already shared a solution with you, and we kindly ask that you review it when you have a moment to see if it meets your expectations. If you have any further questions or concerns, please feel free to reach out via live chat for quicker assistance, or email us anytime and we’ll be happy to help. Best regards, Auri GemPages Customer Support Manager

Hello SUSU, We’re sorry for the frustration you experienced regarding the image format request and the refund process. Regarding the images, your request involved changing all background colours to match a specific reference colour. Technically, this is only possible using PNG format, as JPEG does not support transparent or editable backgrounds. This limitation applies not only to GemPages but to all apps using the same image standards, which is why a JPEG solution was not feasible in this case. As for the refund, we strictly follow Shopify’s required process to avoid billing errors. This means we need sufficient and correct information to verify each request before proceeding, ensuring refunds are handled accurately and safely for all customers. We appreciate your feedback and are always happy to review your case again if you have further questions. Please feel free to reach out and we’ll be right here to assist. Kind regards, Auri GemPages Customer Support Manager

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

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 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 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