Loox ‑ Product Reviews App

I'm beyond frustrated with Loox. Their customer support does not read any of the messages sent to them and just says they'll forward it to tier 2. I have been trying for two weeks to get downloadable versions of my video reviews and I have not been able to do so. When I reply to their emails both [email protected] and [email protected] both are bounced back and the support team does nothing to help me. So I have to continue booking support through the shopify app only to go in a viscous cycle. Its ridiculous with the amount of money they charge my brands for their review platform!

This app was one of the best apps on shopify. Unfortunately there is a rather heinous promo code abuse functionality that has cost my company over 50,000. I have begged loox to help me and writing this review pains be but I feel it's the only way to get their attention and take my issue seriously. I will gladly take this review down the second I have been helped in turning off the referral program.

I’m incredibly disappointed with Loox. Despite being on a paid plan, my reviews are not showing up, and this issue has been ongoing for weeks. I reached out to their support multiple times, but the responses have been completely unhelpful and dismissive. As a business owner, I rely on timely and effective support, and Loox has failed miserably in delivering that. After weeks of frustration, I’ve decided to uninstall the app. For the price I’m paying, I expected far better service and functionality. Terrible experience overall. Do not recommend.

too expensive

Do not install this app - there is no free tier so you have to subscribe - and when you do there is no where to unsubscribe - scam app - keeps billing even when you uninstall it - shopify support said to just find the app and go to their site to remove the billing ... funny when Loox does not provide any form of a customer billing portal ...

When I started using loox they were amazing and always willing to help. The last customer service experience left me baffled, and I ended up canceling and moving to another review app.

This app is messing with my Google Shopping conversion tracking. I don't recommend the upsell feature because it interferes with the conversion on the thank you page, since not all customers are visiting the thank you page after the upsell page appears.

Loox is complete GARBAGE! overrated and overpriced. Please Read: #1 - BLOCKED FEATURES I subscribed to the basic plan, and as soon as you set it up, you realize they’ve restricted important 'advanced' features, locking you in. For instance, "delivery-based email timing is not currently supported on your Beginner Plan, it is available on the Scale and Unlimited Plans." This means if you’re not on the expensive plans, Loox forces you to guess the delivery times—you can’t send review requests when the customer actually receives the product. It’s so manipulative. #2 - BAD BUSINESS PRACTICES once you hit 100 email request, they just pull the plug on you! sent me this automated email: === Subject: [ACTION REQUIRED] Review request emails are not being sent Your Monthly Quota of Review Request Emails has Run Out! What does this mean? No more emails are being sent asking customers to review your products Satisfied customers are not being directed back to your store to buy again You are losing out on fresh reviews and repeat sales === Now you find yourself in a messy limbo, with some customers receiving review requests, but unable to respond. And you? You are now forced to pay at least $40/month to Loox just to resolve this issue. #3 - YOU ARE NOT THE BOSS The first non 5-star reviews i every recieved from a customer was because we sent too many review requests!!! While as a merchant, I strive to keep my customers as happy as possible - mistakes are inevitable and will 100% occur. For example a customer who leaves a 1-star review for a minor issue without first contacting trying to resolve. It's bound to happen to any merchant. What's frustrating is that even if you rectify the issue and satisfy the customer, Loox doesn’t allow you to update the rating or the review! If it’s a store review, you end up with an unjustified bad review on Google for everyone to see. It’s your store, you’re their customer paying good money for the tool, but they get to decide what's shown on your website! #4 - CHAOS AND NO IMMEDIATE SUPPORT Loox’s feature to incentivize customers to add images/videos with their reviews not only barely works, but it also creates massive chaos by adding bulk entries in your discounts list, one per customer... It's a nightmare. Moreover, Loox lacks chat support. If you encounter an issue, you need to send an email and wait hours or days for someone to respond. #5 - COMMODITY As someone who looks for premium solutions, especially for building trust with customers. Don’t be fooled by the UI; it's the same across all review apps. I recommend to anyone reading this to steer clear of Loox. Consider using Klaviyo, Vitals, or many other established apps with a review feature that provide far better features, control, and flexibility.

i would like to rate even lower but i cant

Loox has become a very frustrating experience with their 500 order limit and false statements about the plan working the exact same after the 500 limit is reached. If you start out on their Beginner plan you will eventually end up with the same issue we are having. Loox seems to assume every company has unlimited VC money to spend or is on a vertical growth trajectory. We are averaging around 2-3 reviews per month with Loox on 60-90 orders of a Made in the USA item. Because we passed their ridiculous lifetime 500 order limit on the Beginner plan they have degraded their service despite still paying monthly for it to force an upgrade. With our order volume Loox will cost at best 38 cents per order or almost two percent of our Revenue minus COGS. This is the same cost as Shopify which provides an astronomically higher value. They won't listen and yes they did offer a discount but its still not enough to warrant not switching to Omnisend Reviews which would cost us $0 extra to start using. I don't want to write this review but after being lied to about the software working and "I could stay on the beginner plan" but yet everyone when we have an issue with the software not working tells me you need to upgrade. They are simply just pushing us away. I have exchanged email after email with them about this concern and they don't seem to care.

We asked the support to help us not send reviews for a specific product which is shipping protection. They told us they fix it and they did not. After a third round of revisions they told us it is all fixed. But then it turned out that only reviews we got from them were shipping protection reviews - which was completely opposite of what we asked. It has been a few days since then and we are not getting any feedback or replies from them and our business keeps getting reviews only for the shipping protection product. This is a bug which they failed to fix and failed to communicate with us promptly. We are highly disappointed.

BE CAREFUL with this application. When you have a lot of orders, you pay accordingly. I received a $450 bill in 15 days.

If you export the reviews Loox gives you highly compressed images so you can't use other apps, even though they could just give the high resolution URL. This is a dodgy tactic. I am switching all stores to judge.me who can mimic the style for a fraction of the cost ($15pm) with more features. I would avoid !

Zuerst war die App ganz gut aber jetzt importiert sie falsche Produkte. Ich weiß nicht wieso aber es ist nicht gut für mein Geschäft

Man kann die maximalen Kosten von monatlich 760 USD nicht im Backend auf einen geringeren Betrag anpassen. Null Sterne würde ich dafür geben.

These are thieves. they still deduct money from your bank account eventhough you are not using their product

I do not recommend this app. Every time I try to filter reviews for products, it gives me a loading error. I have to cancel the product download and re-download it, and even then, this doesn't always work.

It is too expensive. More apps do the same way cheaper than this one. I was paying 10usd and suddenly they change me to 30usd per month. They are counting all the orders, my store is COD but not all orders are paid, so they should not count.

Worst experience with them, they charged me 400$+ uninformed and my plan is for 40$ only, i want my money back extremly unethical to charge such high amount just for Reviews

Worst app ever, when you choise a low star raiting in their app, they send you to a feedback page, but when you choose a higher star they send you here. Dont use this app they will over charge you!