Lucky Orange Heatmaps & Replay
The reviews are overwhelmingly positive, with many merchants praising the app’s session recordings, heatmaps, visitor tracking, and conversion insights. Users repeatedly say it helps them understand customer behavior, identify UX issues, spot broken links or confusing checkout behavior, and make better decisions to improve their stores. Customer support is another major strength: multiple reviewers mention patient, knowledgeable, and responsive help from the support team, often calling out specific staff members for going above and beyond during onboarding, troubleshooting, and account setup. Several reviews also describe the app as intuitive, easy to use, and valuable for both new and experienced store owners. The main negatives center on reliability, billing, and complexity. A few users report incomplete or choppy session recordings, a worse user interface after updates, and difficulty watching replays smoothly. Some reviewers also feel the app is expensive compared with free alternatives like Microsoft Clarity, and one detailed review raises serious concerns about bot traffic being counted toward billable usage, unclear refunds, and unpredictable charges. A smaller number of users mention that the amount of data can be overwhelming or that certain integrations and features could be clearer. Overall, the app is seen as highly useful, but some merchants want better recording reliability, clearer pricing, and stronger billing safeguards.
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It's an excellent app; it even allows you to track what customers actually do on the checkout pages. Definitely recommend this app to Shopify e-commerce marketing people.
Thank you for your feedback! We'd love to learn more about your experience and how we can make it even better. As soon as we saw your feedback, our team reached out directly so we could troubleshoot. We’re happy to jump on a one-on-one walkthrough with a support specialist to help you find maximum value in the platform or troubleshoot any hurdles you might be facing. While we haven't heard back yet, we would still love the chance to turn your experience around. Please reply to our email or reach out to us at [email protected] so we can get to work resolving this immediately. Regards - Will from Lucky Orange
Took a while for me to come around to actually looking deeper at Lucky Orange results, turns out to be a wonder. Has helped me improve what the customer sees and conversions. Very happy with this product, it's worth the small price.
Thanks for taking the time to leave us a review! We’re so happy that you’ve been able to start wading into Lucky Orange! Our team is always here to help our customers be as successful as possible, both now and in the future. Happy tracking! Cheers - Jordan from Lucky Orange
Absoluter Betrug. Hatte einen kleinen Plan abonniert und anscheinend hat man mir monatelang aufgestuft. Absolut unnötige App da es kostengünstigere Apps gibt. Nie wieder!!!!!!
Wir verstehen, wie ärgerlich unerwartete Gebühren sind, und bedauern die entstandenen Unannehmlichkeiten. Unsere Tarife passen sich automatisch dem Website-Traffic an, sodass das Tracking nicht unterbrochen wird. Sie können jedoch Traffic-/Ausgabenlimits aktivieren, um zusätzliche Kosten zu vermeiden. Um die Angelegenheit fair zu regeln, hat sich unser Team am 30. Oktober direkt mit Ihnen in Verbindung gesetzt und Ihnen eine detaillierte Aufstellung per E-Mail zugesandt. Bitte antworten Sie auf diese E-Mail oder kontaktieren Sie uns unter [email protected], damit wir gemeinsam eine Lösung finden können. Mit freundlichen Grüßen – Will von Lucky Orange
Beware of the hidden charges. I signed up for the $19 monthly fee which is what my business can afford, that is all i consented too. However it seems that by default they have turned on the 'Keep me tracking' feature which has automatically upgraded me to a much higher plan, without taking any consent from me and without that being clearly written somewhere. This has meant that my original $19 fee is being charged PLUS i have been charged at least $70 - $120 extra each month, on TOP of the $19 fee that I agreed to pay. I don't even understand how it can be legal to overcharge a customer like this but I am incredibly disappointed. The 'Keep me tracking' feature, which is hidden under the billing section so not even obvious, should be turned off, unless a customer specifically consents to extra fees and charges, which I did not. It's a a good app but it has certainly not been worth it for my business to have this huge, unexpected, unauthorised fees charged to me for something I am only lightly using. Would not recommend it for this reason and will be uninstalling as even after I went in once and turned this off to avoid these charges, it was then turned back on (not by me) so the charges kept coming. I was a long time Lucky Orange customer before it was integrated with Shopify and never had these issues and was happy, but since the integration with Shopify this app is now not worth having with all these hidden unauthorised fees. Be warned!
Thank you for taking the time to share your feedback. We are genuinely sorry for the frustration caused by these unexpected charges. Our "Keep Me Tracking" setting is an optional feature chosen during setup to ensure data collection and tracking is never cut off when traffic spikes past a plan’s monthly limit. The details and toggle for this feature are visible in the billing dashboard. When you first contacted us in September, our team shared instructions on how to disable this Keep Me Tracking setting and shared steps to get you on a plan that better suited your tracking needs. Because it remained active, and we did not hear a response until over a month later, the account continued to track at the higher level. We have since offered to share part of that expense with you and refund a portion of the charge. Feel free to respond to our most recent email we sent you or reach out to [email protected] if you have any further questions. Regards - Will from Lucky Orange
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