Kiwi Size Chart & Recommender

We’re sorry to see your 2-star rating and would love the chance to make things right. Our team has tried reaching out a few times to learn more about your experience, but we haven’t heard back yet. If you’re open to it, please get in touch; we’re here and happy to help resolve any issues!

Hey there Universe Store and team, Can you please tell us more about this review? We couldn’t find any support requests from your store, but we’d really like the chance to help. If you’re open to it, please reach out so we can look into any issues you’re facing. One of our team members will also reach out to you through the email address you have linked through Shopify. We look forward to hearing from you. - Kiwi Management Team

Hi team, We noticed your review but didn't see any specific feedback. We also couldn't find any support tickets from your store. Someone from our team will be reaching out directly using the email listed on your Contact Us page to see how we can assist. - Kiwi Management Team

Hi team, We noticed your review but didn't see any specific feedback. We also couldn't find any support tickets from your store. If you encountered any issues or have suggestions, we'd appreciate it if you could reach out to us. We'd be glad to help! - Kiwi Management Team

Thanks for taking the time to share your thoughts. We recently added limits on the number of published size charts and introduced a small fee for stores with over 100 sales to help us continue improving the app and supporting our merchants long-term. Someone from our team will be reaching out to share more details about the updates and see if we can answer any of your questions. We'd love the chance to make your experience with our app better. - Kiwi Management Team

Thanks for sharing this feedback, and we're sorry for the frustration caused. While our team worked across multiple tickets to troubleshoot and update you, we recognize the delays and gaps in communication weren't acceptable. This isn't the experience we would like you to have. You're feedback is important to us, and we will do our best to make this right. Someone from our team will be reaching out to you shortly to offer assistance. -Kiwi Management Team

Thank you for your feedback. We truly appreciate it. Our team has reached out to you directly to offer assistance and clarify a few things. For the unit conversion, the app automatically converts measurements when enabled, which prevents pasting specific values. However, a simple workaround is to temporarily turn off unit conversion, paste your size range, and then turn it back on. Regarding filtering, the Product section is designed to show which size charts are matched to your products. The best way to find a specific product is to copy the product title, paste it into the search bar, and select it to see all related charts. We're happy to help with any concerns you have. Please let us know if there's anything else we can do! - Kiwi Management Team

We're really sorry for the delay in our response. That definitely is not the norm. We would love the chance to make it up to you. Someone from our team will be reaching out to you shortly to assist. We already took a look at your store, and it appears that your size charts are working fine now. However, if you're still experiencing any issues, please let us know. We're here to help and want to ensure everything runs smoothly for you. - Kiwi Management Team

We're sorry to hear about the issues you've encountered with our app. We haven't received any recent support tickets from you, and we also haven't seen similar reports from other merchants regarding these issues. It’s possible that the issue might be related to other recent changes made to your store. That said, we'd love the opportunity to help make things right. Our team will be reaching out to you shortly to provide assistance and ensure everything works smoothly. -Kiwi Management Team

Thanks for being upfront! We're really sorry our support didn't respond as quickly as you expected. That's not the level of service we aim for. We'll reach out ASAP to get this fixed and make sure you're all set going forward. - Kiwi Management Team

Thanks for taking the time to post this honest review. I'm truly sorry about the poor experience you've had with our app. I know we've lost your trust, but we've still reached out to you by direct email to see if there's anything we can do to improve and hopefully fix the situation. We made some recent changes to improve speed and performance - I'm hoping that would solve your main headache. Hannes Bez | Director of Customer Experience

Hi Anne, thank you for reaching out. It looks like we just missed your follow-up chat on Monday. That was our mistake - I'm sorry about that! We've sent you an email to see how we can solve your problem, and someone will be following up by chat shortly as well. We'd love the opportunity to get this sorted out so you can get full value from Kiwi!

Thank you for your honesty. I apologize for this experience and the negative impacts it's had on your business. We set high customer service standards for ourselves - I'll be reaching out personally to make sure we turn this experience around for you. - Hannes Bez, Customer Lead