Perlier review for LayoutHub ‑ Easy Page Builder
July 4, 2023
If I could give this a zero rating I would. We wanted to test out the app, and while we initially found it somewhat helpful, our shop speed seemed to significantly be reduced with the templates we did implement. Then with recent functionality updates in our Shopify theme, we no longer needed to rely on the few pages we were using. Admittedly, given we'd used it very little initially and then weren't applying any of the templates after our theme upgrade, we should have just removed it right away. Then we got hit with the yearly auto-bill without any notification. Within a few days of the yearly renewal we asked about receiving a pro-rated refund. We were advised to downgrade to the free version, which we did immediately, and that someone would be in touch about a refund. When the billing team member reached out we were told that if we had canceled within 30 days we could have gotten a refund, but as we had not just signed up (because this was an auto-renewal, not a 1st time billing cycle) that they would not refund us even though we hadn't been using the app. The reason they gave... "Please understand that we also need to pay for support, system maintenance & a ton of other costs to keep the app running." So basically, they want you to pay for a platform that you are not using. They also put the blame on Shopify for not notifying about the impending auto-renewal and said Shopify is responsible for the billing. I initially pointed out that the policy was ridiculous as we were in fact within 30 days of the current billing cycle, and I have since responded with details Shopify provided regarding app developers control of billing/reunds, and Layout Hub has not responded. So do not sign up for a yearly plan unless you have tested the app fully and know you will utilize it fully because you will not get a refund if you decide after a couple of months (or when you realize you've just been auto-renewed) that you are not getting enough use out of the app.
Dear Perlier, I am Cass Harper - Customer Success Manager at Layouthub Easy Page Builder. Thank you for taking the time to share such detailed feedback. We're truly sorry for the frustration and disappointment this experience has caused you. We understand how upsetting it must have been to be charged for a yearly plan you weren’t actively using, and we regret that our refund policy felt inflexible in your situation. While we follow Shopify’s billing and subscription guidelines, we acknowledge that this policy may not have worked in your favor, and we take full responsibility for not handling your case with more empathy and care. We also recognize that our explanation regarding support and system maintenance costs likely came across as dismissive and for that, we sincerely apologize. Our intention was never to shift blame, but rather to be transparent about how third-party app billing works on Shopify. That said, we should have responded with more thoughtfulness and followed up with you more promptly, especially after you provided additional context from Shopify. Although your review was quite some time ago, we noticed that your store is still active, and we sincerely hope your business is thriving. Since then, I’ve taken on the role of Customer Success Manager at LayoutHub, and we’ve rebuilt a brand new support team from the ground up. The challenges you experienced were under the care of a different team, and we deeply regret that you didn’t receive the level of service you deserved. Over the past few months, we've carefully reviewed our workflows and invested heavily in team training to ensure that cases like yours are now handled more personally, fairly, and respectfully. Your feedback has helped us improve not only our customer care and policies but also our product. LayoutHub is currently undergoing major upgrades and enhancements and the difference in both experience and support is something we’d love for you to see firsthand. Although we haven’t yet had the chance to make this right, we would be truly grateful if you ever consider giving us another opportunity. It would be our honor to support you again and show you just how much we’ve grown. Best Regards, Cass Harper Customer Success Manager | LayoutHub Easy Page Builder
