Loox ‑ Product Reviews App
Loox - Shopify Product Reviews, UGC, Referrals, Upsells
Rating
4.9
feedback
21,521
chart
#239
All reviews
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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.
Sept. 22, 2021
The app is really bad. I removed him from my store and he's still there. The app is really bad. I removed him from my store and he's still there.
Hey, Amit from the Loox team here! We took a look at both of your stores (tosin-shop.myshopify.com and tosinshop.myshopify.com) and did not find any Loox leftover widgets. If you still see a Loox widget on one of your stores, please contact us at [email protected] and we'd be more than happy to sort this out for you :) In any case, please feel free to contact us with any questions or requests you might have and we'll gladly advise.
Sept. 7, 2021
I have installed the app to test it for a day but decided to get another app instead. But how TERRIBLE!!! It pretty badly messed up with my shop's codes. Super annoying that a prompt "An embedded page at Loox.io says error" keeps on coming up. Significantly slowed the shop too. Imagine all the annoyed customers and lost sales. This needs to be corrected ASAP.
Hey, Yishai from the Loox team here :) Generally speaking, once Loox is removed from a store all the Loox elements no longer load and no errors would appear for your customers. Since we stop all elements from loading on stores that removed the Loox app, the loading times would not be increased in any way. Please note that installing various apps on your store could affect loading times in a more substantial way since more elements try to load at the same time (but once Loox is uninstalled its elements do not load and would not affect the loading times in any way.). I'd be happy to better understand where this error is seen and sort it out for you. I have contacted you privately through our support and will make sure to solve this with you.
July 20, 2021
Couldn't upgrade app. Very buggy and expensive . Not happy and currently would not recommend it at all.
Hey, Dor from the Loox team here :) I took a look at your store and your Loox admin, and it seems to be working as expected, both on your store front and on our backend. Additionally, please note that you can upgrade your plan at any time through your Loox admin. In any case, I also contacted you privately so we can resolve any issue you might be experiencing together!
June 30, 2021
this app is really good to use but is a bit more expensive, if it is priced at 9$ per month for the top end service then that would be fine.
Hey, Yishai from the Loox team here - I'm glad you're enjoying the app! Loox offers various plans starting at only $9/month to match the needs of brands of all sizes. We completely understand that costs are a big part of every merchant's decision of which apps to use, and we are sure that the higher plans give a great return on investment for those that use them. To further explain your options with Loox and to see how we can help you get even more value from the app we sent an email to you from our support and would be happy to continue the conversation over there :)
June 25, 2021
Reviews are not translating in translation apps, And you have to pay absolut insane amount of money extra just for that.
Hey, Dor from the Loox team here :) I'm sorry to hear your experience with Loox was not as you expected, and I'd like to elaborate on this matter. Please note that since Loox does not have a built-in solution to translate reviews on your live site, we have an integration with Weglot, which allows you to do just that. Through the integration with Weglot, you can translate your reviews automatically according to the user's language. The integration with Weglot is available on the Advanced plan, which I see you are currently subscribed to. If you are facing issues with the integration, or for some reason it is not functioning properly, please let us know and we'll be happy to assist! In any case, I have reached out to you over email for further assistance! Please look for an email from [email protected] in your inbox :)
June 14, 2021
Charged an extra $100 with no explanation. The app is already quite expensive - a random $100 charge is unwelcome. Can't get customer service to respond.
Hey, Abby from the Loox team here - I apologize for any confusion on the matter. I'd be happy to explain why you see this charge :) Our Unlimited plan (which you are subscribed to) is a pay-as-you-grow plan. This means that while there is no limit on the number of emails that can be sent out, we charge based on how many emails are sent each month. This plan is designed to allow you to send out an unlimited amount of emails while paying more the more you send. To better explain how we charge on this plan, we have reached out to you privately, please lookout for an email from the Loox Support team. We'd love to work with you to make sure you are satisfied with Loox.
June 2, 2021
You're better off finding another review app. For what they provide, which isn't much, they overcharge and are not small business friendly. In my case, I wanted to stick with it and see how it goes as my business grew, which it did and is doing. Unfortunately, barely anybody leaves a review. A small percentage of a large number is a larger number. But Loox doesn't base their plans off how many reviews you get, they base it off total orders. They care about the denominator (number of orders), rather than the numerator (the number of reviews their app generates), which is pure greed. There's no incentive on their end, and constantly they have wackjobs and robots trying to upsell you. I'm going to seriously consider using another app, I just need to have the time to do so. FYI, many larger shopify stores use other review apps like Yotpo. Clearly at scale they must be able to denote the lack of legitimacy of Loox. Apparently it's not big business friendly either! Look passed the reviews and actually read the fine script, see how they charge you, and don't make the mistake of starting with Loox.
Hey, Yishai from the Loox team here. We appreciate your feedback and I'm sorry to hear you have not found the value you were looking for in your current Loox plan. Loox offers 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. It seems that your account, which on the current plan is able to send 100 emails per month, has exceeded this quota. Please note that Loox does not count the number of orders but the number of emails it sends to your customers asking them for reviews. Our Success team would love to talk to you and give you all the tips and best practices that will increase the number of reviews you get each month and increase the return on investment on your monthly subscription :) We have sent you an email to continue this conversation and make sure you get the value in Loox that over 100K stores know and love!
May 30, 2021
The fact that you ask permission to take every single drop of data from the store for the app to be installed even though you are a paid app is disgusting.
Hey, Josh from the Loox team here :) Loox, like all apps on Shopify, requires certain permissions to provide our services. Each permission that we ask for is purely for the proper functionality of the app and it's services as both our merchants and their customer's privacy is important to us. I also want to assure you that we would never use any data from your store outside of the reasons that we specifically require. You can find an explanation of each permission and why we need it here: https://help.loox.io/article/82-what-permissions-does-loox-ask-for-and-why I would be more than happy to address any additional concerns that you may have. An email is waiting for you 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 $499.99?!? I'm canceling my subscription and moving to other, better, cheaper apps. Thank you Loox, every lesson counts.
Hey, Amit K. from the Loox team here :) I apologize for any confusion on the matter. As we mentioned in our correspondence, the Unlimited plan is designed to scale with your business and to avoid overpaying during slower months. We also mentioned the plan's terms on this page, our pricing page, and Shopify's charge confirmation page. In any case, I have reached out to you over email for further assistance!
May 5, 2021
They increased their prices for shopify stores with orders, it's a review app, not upsell on checkout app guys, i wont pay 100$ for a review app
Hey, Amit K. from the Loox team here :) Loox offers a variety of different subscription plans that fit growing businesses at any point in their journey of the Shopify ecosystem starting from only $9.99/month. While we do offer a plan starting at $99.99, this plan includes many advanced features built for big brands and is definitely not the only option available. I reached out to you in private with a bit more details on our different plans and to assist you in finding the right one for you!
April 16, 2021
Be weary of this app, they continue charging you even after the app is removed from your store. Contacted support and they told me to contact shopify support, who then said they would contact loox support.
Hey, Amit from the Loox team here! Please note that after further investigation, our team has contacted you privately to sort this out in the best way possible. And while Shopify manages all app charges and billing cycles according to their policy, Loox does not create any of the charges. You can learn more about their policy here: https://help.shopify.com/en/manual/your-account/manage-billing/your-invoice/apps Having that said, when uninstalling the app mid-billing cycle, sometimes Shopify does not delete the charge and it is later received as a regular app charge. No worries, as I mentioned, we have already contacted you and will sort this out together, the best and fastest way we can :) 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.
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 used this app based on the basic choice, I could only import 2 reviews, the third reviews was bloqued and a pop up says you should pass to advance plan. not sure if it was only a beug but i unstalled it because of that unfortunatly
Hey, Amit K. from the Loox team here :) Generally speaking, our support team is always happy to help! From what you're describing, this might be related to a specific detail in your importing process. I've reached out to you privately to hear more about what you experienced and offer our help.
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.
Jan. 31, 2021
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 !!! However, I continue to pay normally my monthly subscription. Loox asks you to switch to the higher plan otherwise you can't enter the application to manage the existing customer reviews !!! What a shame!
Hey, Josh 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. Our Basic plan is designed for stores who are beginning their journey on 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 :)
Dec. 28, 2020
If i could put 0, i would make it. The application design isn't bad, but definitly loox is a bunch of thief. Bascially i just tried them application on my shop for the test period. Then i accepted nothing but they still steal money on my account by shopify paiement. Be careful with that kind of app.
Hey, Josh from the Loox team here :) I'm sorry to hear you feel that Loox did not meet your expectations. When activating your free trial, Loox requires you to also select and approve a subscription. Shopify requires explicit merchant consent when selecting any app charges and we cannot, on a technical level, issue a charge without the merchant approving it first. Once your free trial ends, Shopify automatically creates an app charge for the subscription that was enabled. I can see that you have reached out to our Support Team regarding a refund for the charges to your account. I have personally reached out to you regarding this refund and will be more than happy to continue to assist you privately.
Dec. 20, 2020
I used and understanding this app and this is very useful for my shop. It is very suitable for my shop
Dec. 15, 2020
Decided to go with a better app bundle at a much better price. Deleted this app and saw that it leaves code laying around everywhere. That is pure lazy development. Also just to have basic theming such as using your own font in the widget, you have to upgrade to a $30/month plan which is a ripoff.
Hey, Dor from the Loox team here :) Loox automatically removes all customer-facing widgets when uninstalled. Some code cannot be automatically removed, because once you've uninstalled an app it loses permissions to remove code from your theme. Please note that this code is not visible to customers on your store, nor does it affect your store's functionality, speed, or design. We do provide a guide on how to remove the Loox code from your store on uninstall, which was sent to you automatically when you removed the app. Secondly, Loox offers different features on different plans to match the growth of each merchant and their brands. The Basic plan is designed for stores just starting out in the Shopify ecosystem to help them get their footing and start growing. In addition to more font options, on our higher-up plans, Loox offers more personal customization options to your customer-facing review widgets, as well as emails, integrations with other Shopify apps, and much more. We are confident our other plans will provide higher ROI to your store. In any case, I contacted you personally to assist you further on the matter. Please check your email for an email from our support team :)