Loox ‑ Visual Product Reviews
Loox - Shopify Product Reviews, UGC, Referrals, Upsells
Rating
4.9
feedback
7,193
chart
#526
All reviews
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Feb. 26, 2022
Terrible support Team. Ask them to delete all code related to Loox. They said they did it. Eventually, they did not do their job properly, which caused issues on my theme that I was not able to sell my products. Lost sales of days. Really angry with them
Hey, Abby from the Loox team here :) I am so sorry to hear about your experience with Loox and that your expectations have not been met. I would firstly like to stress that our support team is available 24/7 and always happy to help! Secondly, I’d be happy to dig deeper into what you see on your end. Our merchant's success is a top priority and we would be happy to investigate in-depth what occurred. I’ve reached out to you privately through our support and am here to make sure we get this sorted out together :)
Jan. 6, 2022
I feel like it's starting to get pricey. Having to pay extra for 300 orders seems heavy. I had orders coming in from another marketplace and they wanted to stop letting me offer the Loox Photo Review discounts to my shopify customers. They kept asking me to upgrade. It's annoying, what do Walmart sales have to do with my shopify Product Review service? I'm looking to add value to my Shopify store, so sales outside of Shopify should not be increasing my fees for my webstore.
Hey, David from the Loox team here :) I would like to apologize for any confusion that might have occurred, and I’m happy to help clear the air! Generally speaking, Loox offers plans that were built to match all types of businesses sizes, and our pricing model is designed for a high ROI. If you have any question in regards to how your Loox Plan can help you increase your store’s income, and how it can help you increase your growing collection of customers, feel free to respond to our private message! We will be more than happy to help :)
Dec. 30, 2021
Hidden fees, after I checked all the fees for the last months I realised that the app was charging me $300-$400 monthly with the Growth plan $39.99, they don't show in the first place that you pay $40 per 300 email requests. You can only see those fees somewhere hidden in their app . Very bad tactic. I will request a refund from Shopify as well. They have stolen more than $2000 in total from me.
Hey, Josh from the Loox team here :) I completely understand how stressful it is to get an unexpected charge. I would be happy to help you with this. I want to assure you that Loox cannot, on a technical level, add any hidden fees on our subscription plans available. Our Growth plan is a pay-as-you-grow plan that charges based on how many review request emails you send each month. You can also find this outlined on your Plan Selection page, our website, as well as the Shopify app store. This plan is designed to allow you to collect reviews from all your customers, but only pay for what you actually use. This means that during slower months you automatically pay less. Loox is designed to provide extremely high ROI on the price, not only by creating social proof that boosts conversion but also by incentivizing repeat buys with next-purchase discounts for reviewers, as well as reaching new customers via Loox Referrals. I’ve personally reached out to you and am happy to continue the conversation with you privately.
Dec. 28, 2021
Nul ! Impossible de vous contacter donc je laisse un avis. Je ne peux pas accéder à la gestion des mes avis si je ne paie pas 39$ Ok je ne peux plus recevoir d'avis supplémentaire si je ne paie pas, mais laissez nous au moins gérer des avis déjà présent sur la boutique.. Je paie 9$ par mois pour rien car je ne peux plus rien gérer tant que je paie par 39$ ... Je vais chez judge.me 14,9$ par mois en prix fixe et sans augmentation, car je ne comprend pas vos prix 39$ PUIS 599$ pour des avis c'est pas possible...
Using app
About 1 year
Total reviews
1
Average rating
1.0
Hey, Josh from the Loox team here :) I would be more than happy to help you here and try to address your frustrations. Our Beginner plan is designed for stores who are starting their journey and help them grow their business. In fact, we offer various plans to accommodate stores of all sizes and budgets. From just stores starting out all the way to tens of thousands of orders a month. Loox is designed to provide extremely high ROI on the price, not only by creating social proof that boosts conversion but also by incentivizing repeat buys with next-purchase discounts for reviewers, as well as reaching new customers via Loox Referrals. In any case, our support team is available 24/7 and always happy to help! I’ve personally reached out to you regarding your plan and am happy to continue the conversation with you privately.
Dec. 14, 2021
I have been using loox for a long time, they automatically changed my plan twice to upgrade me from $14.99 to $34.99, I only found out about this loophole when I saw my bill, they upgraded my plan without my consent, this time I found out they upgraded my plan again, I tried to contact them to change it, they didn't reply to my emails for a week after they changed it, I asked Why is there a $9.99 plan now and why can't I even get back to customers when I use the premium plan, no one gives me an answer, no matter how much you contact no one will get back to you. I just think they gave someone a benefit for someone else to write them a 5 star feedback, I have been using it for a long time and am very angry. I hope you don't join this scam.
Hey, Josh from the Loox team here :) I'm truly sorry to hear your experience with Loox was not as you expected. I would be more than happy to clarify what's going on. Shopify requires explicit merchant consent when selecting an app's subscription plan. Loox cannot, on a technical level, change your subscription plan ever. From your account history, I can see that you changed your plan several times over the course of your history with Loox. I can also see that you reached out to us regarding these changes and that we responded within a few hours to each email. I personally called you today to try and speak with you and help address any of your confusion. During our call, you expressed that you did not wish to speak and provided me with an additional email so that we could be in contact. I immediately emailed you following our call with an explanation of what was happening and, once again, address your concerns. I would be happy to schedule a time and discuss your current subscription. I have sent you my personal link for us to work together and answer all of your questions.
Nov. 2, 2021
This app charged me $99 every month for less than 100 emails. They never notice me about this to change plan. And their tech team is very unprofessional, the style and position of the review star kept being incorrect and I had to email them repeatedly to update it.
Hey, Yishai from the Loox team here - I'm so sorry your experience with Loox was not what you expected, I know how stressful it must be to receive charges that you were not expecting. It seems that a few months ago someone on your team moved to the $99.99/month plan which caused these charges to be triggered every 30-days. Please note that a Shopify app cannot change a charge without the store approving it, and an email from Shopify confirming the charge should have been sent at that time. No worries, we are going to work with you privately to sort this out ASAP. In regards to the star ratings on your store; it seems that this was caused by another app integrated with Loox, which we have already worked together to help you display the stars how you wish. This should no longer change as the other app corrected the behavior.
Oct. 27, 2021
scam app, I changed my plan from essential to growth this month and I don't know it cost me over $400, I am still able to access the app now but my review history are gone it need me to pay again, really really bad experience.
Hey, Josh from the Loox team here. I apologize for any confusion on the matter! I'd be happy to explain why you are seeing these charges. Our Growth plan is a pay-as-you-grow plan that charges based on how many review request emails you send each month. This plan is designed to allow you to collect reviews from all your customers, but only pay for what you actually use. This means that during slower months you automatically pay less. In any case, Loox is designed to provide extremely high ROI on the price, not only by creating social proof that boosts conversion but also by incentivizing repeat buys with next-purchase discounts for reviewers, as well as reaching new customers via Loox Referrals. I see that you have recently uninstalled Loox which is preventing you from accessing the admin. I have reached out to you privately to better address your concerns. Please lookout for an email from our Support team.
May 11, 2021
Why am I prohibited from entering the app background page?I have subscribed to a basic subscription but after reaching 500 orders, it is no longer possible to enter into the application to manage customer reviews that are already registered. I can't modify anything anymore !!! Loox asks you to switch to the higher plan otherwise you can't enter the application to manage the existing customer reviews !So disappointing!!!
May 9, 2021
How embarrassing. I got prompted by the app offering to upgrade to the "UNLIMITED" plan from the Pro plan. It's only about $40 difference, right? Well... No... I was charged about $250 more (each month!). Support replied saying I sent more emails than allowed, and that's it's all mentioned in the program description. And they are right. My fault. BUT WHY WOULD YOU CALL A PLAN - "UNLIMITED" and present a $99/month fee, If it's only unlimited when you reach $499.99?!? I'm canceling my subscription and moving to other, better, cheaper apps. Thank you Loox, every lesson counts.
Hey, Amit K. from the Loox team here :) I apologize for any confusion on the matter. As we mentioned in our correspondence, the Unlimited plan is designed to scale with your business and to avoid overpaying during slower months. We also mentioned the plan's terms on this page, our pricing page, and Shopify's charge confirmation page. In any case, I have reached out to you over email for further assistance!
March 5, 2021
Unbelievable - Here on the app page it says the basic version is 9,99 - once downloaded the basic price is suddenly 14,99 - with hardly anything included. Sorry for me the app has already lost trust by just installing it - they should correct the prices in the app store in the first place. Of course I deleted it right away
Hey, Dor from the Loox team here. I'm sorry to hear about what you've experienced! Please note that Loox offers several different plans for stores at different stages of their Shopify journey. Additionally, all Loox plans have the option of adding the Loox Referrals feature, which has an additional fee to the monthly payment, depending on the plan you're on. However, it is not mandatory and you can definitely still enjoy the Basic plan without referrals for $9.99/month. In any case, I've reached out to you privately to try and solve this together :)
Feb. 25, 2021
I do not know why this app has so many 5 stars. Customer service is horrendous. I had high hopes for this, but it's awful. They have a support "chat" feature, but they have a disclaimer up top that it may take a few hours for a response. First, I downloaded the app and the 'auto integration' did not work. I did not see the reviews on my site and could not find the code in my theme. I had to ask the support team where the code was. They needed admin access before they could help me. I was reluctant, but hey - they need some kind of access to give support, so I gave them admin access. Chanelle, the support team member, went ahead and made changes without telling me first and said the issue was fixed. I went on my site and saw that she did add the review section, but it was way outside of the template margins so it looked terrible. I went back and told her to not make changes on my behalf and just tell me what needs to be done and I will do it myself. I asked for this to be undone and to give me proper instructions on how to implement the reviews. Jemuel was the next tech support to come into the conversation and he was great. Gave me exactly what was needed and it worked out. I then went ahead to put in some test reviews to get a feel of what it would look like. Took over 10 minutes for the reviews to show up (and I had auto post for 5 star reviews). I asked the support chat if this was normal and that my review wasn't showing up. Ten minutes later it posted to the site, so then I updated the support chat. I told them never mind, the test post just took some time to appear all is good and working. Then Chanelle comes back and said she has reassigned my review on the product. First, I dont even know what that means and secondly, I never asked for that. So I asked her what she actually did. No response. I then try to delete my test post and it doesn't delete. It is gone from my dashboard but is stuck on my product page. I go back to the chat and ask what happened, why it's not deleting, and if I can get some kind of response quickly. At this point I ask to speak directly with Jemuel because he was great. Jemeule comes back 20 minutes later and says he doesn't know why it was reassigned and doesn't see the post deleting so he has to escalate to the Tier2 Support Team. At this point I went into my code editor, deleted the Loox code, and deleted the app. If it is this complicated to simply get this app up and running I dont even want the headache of managing this with actual reviews on the page. Maybe this app used to be good, but whoever they hired for support needs to be re-trained.
Hey, Yishai from the Loox team here. I'm truly sorry to hear about that experience. Customer support and satisfaction are our top priority at Loox, we offer 24/7 email support and answer all emails as soon as possible, and always within a few hours. Looking at our support interaction, it seems like there was certainly some miscommunication. We only ever make changes on stores at the request of the merchant, however, in this case, there were some misunderstandings which we apologize for - we should have done a better job explaining the changes we're making. To clarify a bit about re-assigning reviews, this means updating which product the review is linked to. This option exists if, for example, the review includes out-dated product information or appears on an incorrect product. I want to stress that this does not affect the store in any way aside from making sure reviews appear on the correct products. Reviews and other elements on the page are saved on your browser cache which could cause changes not to be seen unless you explicitly refresh your cache. This explains the delay you experienced when making changes in your reviews. With all that said, we have also reached out to you privately to address the other concerns mentioned, please look out for an email from the Loox Support team.
Oct. 16, 2022
Horrible Support! Canned Responses, Excuses and political messages which don't fix our issues. Some Buttons are way too small which makes the app super unfriendly for customers, compared to other review apps. Support gives you useless responses as to that they will improve the app and add features in the long run, but like most companies out there do, we've noticed that all features that have been added over the past year(s) are features to MAKES LOOX MORE MONEY, and nothing to make the widget more user-friendly. Sad! Oh and another thing they lie about, is that the Reviews get indexed by google as "content". NOT TRUE. Their Review app injects content from their website via java script in an iframe onto your website. Google does not index this as content. If you use google search console, simply do a live test of any url with reviews. There's also tons of other free tools out there to test a site via fetch&render as "google bot". Then check the results. None of the reviews will show up as content for our page. Don't be fooled by this marketing trick. While the app works with google shopping and your reviews will shop up there, these are 2 different pairs of shoes and content vs. reviews snippets on google shopping and search results, are not the same when it comes to how google recognizes it.
May 25, 2023
Really scammy type of pricing. We just want basic reviews and they've made us upgrade. Will be deleting it. There are far better options Still having problems - their integration doesn't work well with Google Ads which is a big issue.
Hey, Dor from the Loox team here - I'm truly sorry that your experience with Loox was not positive as you expected. Loox offers several different plans for stores of all sizes and needs. The Basic plan is designed for stores just starting out in the Shopify ecosystem to help them get their footing and start growing. Our other plans, which are designed for stores of larger scale, provide a higher ROI for your store. We are confident that the app will pay itself back in full by increasing conversion and retention of your customers. Not to mention the increase in reviews you will receive. We have contacted you personally to assist you further on the matter. Please check your email for an email from our support team :)
Nov. 13, 2020
Overpriced for what it is. There is better alternatives for a cheaper price, although Loox has been going the longest. The import AliExpress reviews feature is weak, only allows for 100 reviews at a time, and you can only import one of the images not multiple per review. The worst part is that you can't edit the text of the reviews, rendering most the aliexpress reviews as useless, because they are written in terrible grammar/translated and hurt your credibility more than they help. The app has a long history and credibility, although there is nothing special about this app that makes it stand out, and the competition is evolving much faster at a much better rate. Disappointed.
Hey, Amit from the Loox team here! Please note that Loox lets merchants choose which country to import reviews from and we use AliExpress's translation to give more translating options for merchants who can't find reviews from their original country. In addition to AliExpress's translation, we offer integration with the Weglot app, which translates your reviews to your customers' language! Moreover, Loox offers many other features that will help increase conversion and retention rates, such as referrals, popup widgets, Facebook integration and much more! In any case, our support team is always happy to help! Please don't hesitate to contact us with any questions or requests you might have and we'll gladly advise.
Dec. 30, 2019
I used this app to request reviews from customers who purchased from my website. I used this app for over one year paying them $10 a month. I requested shopify to remove this app, but either shopify or Loox removed all the reviews that were actually on my website. This is not acceptable. Very disappointed.
Yishai from the Loox team here - As part of our GDPR compliance, we are required, by law, to remove the data completely from our servers once requested to do so by the data owner (You the merchant). An automatic email that is sent according to Shopify's terms of service two days after you uninstall the app to allow you, as the data owner, to remove all customer data (including reviews) from Loox. I took a look at our logs and I can see that you have clicked "Permanently delete the customers' data from Loox" in the automatic email and approved the removal of the reviews by confirming the removal on our confirmation screen. Since this process is a mandatory part of GDPR regulation Shopify and EU law requires us to adhere to, unfortunately, it is not possible to retrieve this information as it was completely removed from our servers. If you have any further questions, please contact our support team and we'd be more than happy to help.
Nov. 17, 2019
I messaged them 1-2 weeks ago for support and never received a response on my inquiry. I am disappointed that no one responded.
Hey - Yishai from the Loox team here :) I can see that we answered your support request on November 9th (the same day you sent the email). Could you please check your email address for a response from [email protected]? We try to answer all support emails as soon as possible and always within 24-hours! In any case, feel free to contact us again if you need any further assistance.
Dec. 7, 2018
DO NOT INSTALL. after uninstalled they left code saying "leave your first review" on your product page even if you have reviews already, difficult to clean up. I will give it 0 star if I can
(Updated) Hey, Amit K. from the Loox team here :) From what you've described regarding the widgets still appearing - this sounds like it might've been related either to a previous review app that was still appearing in the store or to your local browser's cached version of the page. When checking your live pages for an update to the page's code, we always recommend refreshing without using the cached version of the site by pressing Ctrl+F5 (on Mac: ⌘+R ). In any case, our support team is always happy to help! Please don't hesitate to contact us with any questions or requests you might have and we'll gladly advise.
Aug. 24, 2018
Glitching in our shop showing 3.5 stars 2 reviews on thumbnail but when you click on the product it shows 5 stars with 5 reviews. I’ve emailed them over a week ago and no response.
June 13, 2018
I paid $24.99 for advanced plan but I still need to upgrade to Pro plan to be integrated with Google Review. I currently have the same benefits of Free Shopify Products Review App from Loox App for $24.99. I believe it's completely NOT WORTH THE COST.
Aug. 16, 2017
Very bad customer service. Never replied email for exporting review. Very expensive and not so good service. Don't waste your money.